Troubleshooting

Common VMGateServer and portal-side problems and what to check first.

Cannot sign in

Confirm email verification completed. Reset password from the login page. Clear browser storage or try a private window if a stale session token causes redirect loops. Verification links expire — use Resend after signing in.

No ingress / network issues

If carriers cannot connect, verify the SIP ingress IP and port on the selected network matches what you gave them. Confirm trunk source IPs include the carrier’s sending addresses. A wrong tech prefix often presents as immediate reject or wrong dialpeer match.

Status strip showing “—” for ingress may mean no network selected or the account lacks a provisioned endpoint — check Networks and subscription state.

VMGateClients offline

Clients must be authorized and connected to the VMGate network. Check the VMGateClients list for online status. Regenerate join codes only for new devices — existing clients need network connectivity on the phone, not a new code.

Cooldown or blocked state on a client prevents new assignments until the timer clears or you unblock the device.

Calls not routing

Trace the path: trunk IP allowed → dialpeer matches Customer and trunk → routing rule prefix matches called number → at least one target client online and authorized. Empty dialpeer or routing lists mean traffic has nowhere to go.

Concurrent port cap exhaustion looks like fast busy — check Active Calls against plan limits. Priority/weight misconfiguration can send all traffic to an offline target tier.

Subscription or billing blocks

Suspended subscriptions display a banner and may restrict operations. Open Manage Subscription to settle invoices or upgrade. Downgrade blocked messages list excess networks or clients — remove them before retrying.

Free-plan tenants may need Startel to change plan tier manually.