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alandoc6398 avatar image
alandoc6398 asked ·

"Cannot Authorise this computer for VOIP dialling" message.

I'm getting the message below. Any ideas how to resolve it?

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saadetswift16514 avatar image
saadetswift16514 answered ·
Hello AlanDoc,

Are you receiving this error message on the desktop app or somewhere else?
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samrizzo6419 avatar image
samrizzo6419 answered ·
Hello Alan,

Which device are you getting this error on - Computer softphone, or Cellphone app? I'm having a hard time seeing which based on the screen shot

Thanks,
Sam


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alandoc6398 avatar image
alandoc6398 answered ·
Desktop app only. Ver 9.1.6.
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Thanks for clarifying! Have you uninstalled/reinstalled the app? I would highly suggest contacting support if you haven't already. We'll probably need to get the debug logs from your softphone in order to see what's going on.
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samrizzo6419 avatar image
samrizzo6419 answered ·
Alan,

What are the exact circumstances when this comes up? Is it when you login, when the app sits for a while, when you try and make a call, or when a call tries to come in?

Thanks,
Sam
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alandoc6398 avatar image
alandoc6398 answered ·
When I logged in.
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samrizzo6419 avatar image
samrizzo6419 answered ·
AlanDoc,

In addition to what Saadet said above, as good measure, I'd first try to deauthorize the computer and reauthorize it, after you do a reinstall.

If this still doesn't work, please open a support ticket with us, and we can troubleshoot this more with some debug logs :)


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