1. Troubleshooting VoIP Errors

The purpose of this article is to help with troubleshooting errors encountered while utilizing WIN-911 2021 for VoIP notification. A prerequisite to this article is to review the VoIP Quick Start guide and understand how to configure VoIP within WIN-911 2021. Troubleshooting the issue will likely require opening a case with WIN-911 technical support using the information at the bottom of this article. To prepare for the support case, follow these instructions in this article to turn on debug logging and configure Wireshark. 

A. Debug Logging Procedure 

The following instructions demonstrate how to turn on debug logging for the Voice module.

1. Go to the path - C:\Program Files (x86)\WIN-911 Software\WIN-911 Enterprise\Voice

2. At the bottom of the list find the WIN911.Notifier.Voice.Runtime.exe.config and open with Notepad  

3. Under <appSettings>, "change loggingFlags" from value=”Default” to value=”Debug” as shown

4. Save the file and close it.

5. Open Services and restart the WIN-911 Voice Runtime.

6. Recreate the issue that you have been experiencing so that it is captured in the logs

7. Open the Event Viewer application

8. Expand the Application and Services Logs and choose WIN-911 to view logs from all WIN-911 processes

9. Select Filter Current Log from the Actions menu and display events from the Last 12 Hours (or Last Hour if this will capture the restart of the service) with Event Sources: WIN-911 Voice Notifier Module, WIN-911 Voice Notifier Runtime.

10. Save your Filtered log via the Action menu's Save Filtered Log File As... option - note the location of this saved log to provide WIN-911 Support. You may also wish to note the earliest error logged after service restart in order to aid troubleshooting.

B. Wireshark Setup

The second step in the process for troubleshooting a VoIP connection is to use Wireshark to monitor network traffic and analyze the packets during a call. 

1. Download and Install Wireshark

2. Choose the network connection that you are using

3. Filter traffic over SIP and RTP by using the following filter "sip || rtp" or you can navigate to Telephony -> VoIP Calls at the top of the screen.

4. There should be traffic after testing a SIP call through WIN-911 (if there is no traffic, WIN-911 is not able to communicate with SIP or the VoIP server)

5. Analyze that traffic and look for any error

Technical Support

To create a support case, you will need either your Customer Care Code or your Serial number. You can create a Case online or contact the product support line: (512) 326-1011.