Signing in

If you experience a problem signing in, you may see this message Can't contact the Truphone Server.

 If so please check the following...

1. First ensure you are able to browse the internet on your computer
2. Restart the Truphone application
3. Restart your modem/router
4. Ensure that you have the latest version of Tru installed
5. Check your Firewall settings*
6. Ensure that you’re not connecting to the internet through a proxy
7. Ensure that your router does not have a SIP ALG enabled

* If you are using the Windows firewall: navigate to Start > Control Panel > Windows Firewall, and ensure 'Don't Allow Exceptions' is not ticked.

For specific details about the connection problem choose to Run Test

Call Problems

If you see the error message 'Call failed. Please try again. Can't SIP register' or ‘Oops, you are not online – please check your internet connection’, this would indicate that a problem has occurred connecting to Truphone to place the call.

To resolve please check the following... 

1. First ensure you are able to browse the internet on your PC/Mac
2. Restart the Tru application
3. Restart your modem/router
4. Ensure that you have the latest version of Tru installed
5. Check your Firewall settings*
6. Ensure that you’re not connecting to the internet through a proxy

7. Ensure that your router does not have a SIP ALG enabled

* If you are using the Windows firewall: navigate to Start > Control Panel > Windows Firewall, and ensure 'Don't Allow Exceptions' is not ticked.

For specific details about the connection problem choose to Run Test  

Running a Network Test

If a connection problem is encountered, you may be asked if you wish to run an internet connection test.

You can also start the test at any time by right-clicking on the Truphone icon in your task bar and choosing Network Test

Tests run...

- DNS – checks that your computer can connect to our servers
- IM access – checks required IM/SMS ports (TCP 5222)
- SIP access – checks required ports for Tru calls (UDP 5062)
- Firewall - Checks that your firewall/router is not restricting basic access to the internet (TCP 80/443)

Basic Router Setup

The Tru App works great with nearly all routers!

However, on some rare occasions, a particular access point may not allow VoIP data traffic. If you do find that you are unable to connect to The Tru App successfully or make calls, it may be that your router needs to be reconfigured to allow Truphone to work.

1. Please ensure that your router does not have SIP ALG enabled.
2. Truphone requires that access to the following remote ports is not restricted…TCP Port 5222, UDP Port 5062, TCP  Ports 80, and TCP 443

To ensure that your router is not blocking connection on these ports you may need to setup some rules on your router (only required if your router is actively blocking these ports). Please note that this is usually not necessary. The actual configuration options will vary depending on your router's make and model.

Please refer to your routers documentation and user guide for full instructions.

Basic Firewall Configuration

If you find that you are unable to connect to the Tru App successfully, it may be that your firewall is blocking some or all of the ports required for the Tru App to work.

The Tru App requires that access to the following remote ports is not restricted…TCP Port 5222, UDP Port 5062, TCP  Ports 80, and TCP 443

To find out exactly what is wrong you may wish to run a network test. You can start the test by right-clicking on the Truphone icon in your task bar and choosing Network Test. However, if you do experience a problem we would advise that you ensure all of the above ports are ‘open’.

To create a firewall rule/exception please refer to your firewall documentation. Here is an example for creating a rule with the built in Windows XP firewall...

Windows XP Firewall

1. Open the Control Panel (usually Start > All Programs > Control Panel)
2. Open Windows Firewall
3. Ensure that Don’t allow exceptions is not ticked
4. Open Exceptions
5. Open Add Program
6. Scroll down and select Truphone from the list
7. Click OK and OK to confirm your settings

Once complete simply restart the Truphone application to complete setup of your new firewall rule.