This guide will walk you through troubleshooting the webphone for the CrexendoVIP Platform.

Webphone will not register:

Port 9002 Blocked/Unable to be Reached

We have seen several ISPs or Routers that are blocking port 9002 from being accessed. This is the port needed for the webphone to register with our servers to operate as expected with full functionality from the webphone.  To confirm this is occurring for you follow these steps:

1. Open the webphone by visiting Crexendo Web Phone
    
2. Login to the webphone (if you have forgotten your password click here)
    
3. Your webphone will attempt to keep registering
    
4. Open the Development console in Google Chrome (Mac/PC/Linux: Press F12 while chrome is open):
    
5. The Console window will appear to the right of the screen:

This is a sample of the failure that will display within the CONSOLE LOG to show that port 9002 is blocked on your local network:

To resolve this, we recommend reaching out to your local ISP, Router, or Firewall Vendor, and confirming that they allow port 9002 on their networks and hardware.

Software/Hardware Firewalls and AntiVirus:
Many popular software security vendors block the web protocol WEBRTC or will require you to whitelist the domain in your software to allow you to utilize the crexendo webphone. We have attached links to the most commonly seen vendors and how they recommend whitelisting per their vendor recommendations.

Sophos Security Suite

TrendMicro AntiVirus

Cisco Umbrella

Sentinal One

Fortinet
 
 DNS SERVERS:
Several ISPs use DNS servers that are managed locally, and this has been a factor for several customers when utilizing any Crexendo or VOIP Services. To remedy this, we recommend that customers use DNS from a third party. Best Practices, and Common DNS providers are: