Audio Issues

Fixing VoIP audio issues

Audio problems are one of the most frustrating parts of VoIP telephony—choppy sound, one-way audio, or complete silence. This page covers the most common issues we see, with practical steps you can take to fix them.

If your exact issue isn’t listed, don’t worry. Many of the guides linked here can still help resolve your problem, even if you don’t know the root cause. VoIP issues often come down to the same few culprits—these pages aim to cover them.

Is your audio issue listed here?

Problem	Settings to Check	Why It Helps / What It Means
Time-outs or dropped calls	Disable SIP ALG: SIP ALG Enable keep-alive. Check your router/firewall: Firewall configuration	SIP ALG often breaks VoIP. Keep-alive maintains session. Firewall/router issues can kill calls.
Device not registered	Check SIP credentials, NAT settings	If not registered, your device isn’t connected to the VoIP server—no calls are possible.
One-way audio	Open and forward RTP ports properly	RTP handles voice traffic. If ports are blocked, audio can't flow in one or both directions.
Getting error code when dialing	Check the SIP response/error code list	Error codes reveal what’s wrong (e.g. auth failed, not found, etc.). Decoding them is key.
No audio during VoIP calls	- Connect phones directly to the modem/router, avoiding multiple routers: How to Detect and Fix Double NAT Issues - Restart the modem/router. - Lower firewall security settings - Consider placing the modem in bridge mode and using a MikroTik router. - Disable SIP_ALG on the modem.	By addressing these points, you ensure the connection is stable, secure, and continuously active, reducing the chances of audio dropping during calls.
My Audio drops exactly after 15 minutes	- The router/firewall may terminate the SIP connection due to inactivity. After 15 minutes, we check the SIP connection and if there's no response, the audio is dropped. Ensure Keep alive is enabled on your device. For details, check your device's wiki page. - If Session Timer is enabled, disable it, as it's not needed on our platform.	By addressing these points, you ensure the connection is stable, secure, and continuously active, making sure it won’t happen again.
Specific Webphone Issues
I have audio problems on my ASUS laptop	Many ASUS laptops have a default "noise cancellation" feature that may interfere with the Voys Webphone. Ensure this feature is turned off when using the Webphone. If you can’t locate this setting, consult your IT department or check the ASUS support page.	When the feature is turned off there is a good option that you don’t have audio problems anymore.
Poor Audio Quality with the Webphone	- Check if your headset or laptop has an option to adjust the microphone volume. Increasing the microphone volume might help improve audio quality. - Connect your computer to the internet via a network cable; this connection is more stable than via WiFi. - For a more detailed analysis of possible causes of audio problems, and what you can do about them Audio problems on the laptop (Webphone) or your desk phone
I hear music when I answer or make calls with the Webphone	Your headset is likely connected to another program or device that’s playing the music. We don’t have any feature to play music through the Webphone.

Broader fixes you can try

Below, you’ll find general troubleshooting pages that tackle underlying factors often missed by basic guides. These steps don’t always pinpoint the root cause, but they can still help resolve stubborn audio problems.

Give them a shot—sometimes the fix isn’t obvious, but it’s there.

Encrypted Calling: Keep hackers out of your conversations

How to Detect and Fix Double NAT Issues

SIP ALG

Optimizing audio codecs for the best VoIP experience

Firewall configuration

Audio problems on the laptop (Webphone) or your desk phone

SIP (Session Initiation Protocol)

Equipment

How to Ensure a Stable Network for VoIP

Audio Issues

Fixing VoIP audio issues

Is your audio issue listed here?

Broader fixes you can try

Related Pages