Port 13000 issue

[tredy22]

Hi!
For a week now I'm experiencing problems with my desktop Dell Voice. I can call, but I can't hear a thing and neither the person I'm calling.
When I test the connection it gives me this error message: "Unable to send/receive sound data! Port 13000 should be available."
I must say that I have put the Internet cable directly into my laptop to bypass the router.
Any ideas?
Thanks!

[FONGO_mike]

Hi tredy22,

this issue has bee discussed numerous times in these forums. You will want to open up forwarding port 13000 UDP in your modem (or contact your ISP if you are unsure how to do it)

[tredy22]

Hi tredy22,

this issue has bee discussed numerous times in these forums. You will want to open up forwarding port 13000 UDP in your modem (or contact your ISP if you are unsure how to do it)

I have done that Mike and Dell Voice still has the same error message. However I wonder what has happened, cause Dell Voice worked fine almost 2 months and all of a sudden this error came through.
Maybe I have done something wrong that can be reversed.

[Gotcha]

I have the same problem on my brand new laptop running win7 Ultimate.
I have the FPL Softphone and it works great... I didnt have to open up port forwarding.

I have a DLINK DIR-655 connected to my Cable Modem. I do not have any port forwarding rules.

I recently installed DV Softphone but the latter didnt work. Here are my troubleshooting steps:
1. I can call out to my cellphone... It rings... but both caller couldnt hear each other...
2. When I call from my cellphone to DV... it goes straight to VM after 5 rings... so the DV never detects any incoming call
3. In Settings > test Connection, it gives me Unable to send/receive sound data! Port 13000 should be available.
4. I even changed the port to something different to port 13002 ( Settings > Other ) and it still reports that Port 13000 should be availavble ?!?!?

At this point , I decided to connect straight to my Cable Modem... Making sure I have Internet
Repeat the trouble shooting (1-4)... and same results.
I even disabled my firewall..

Can't get it to work at all! I can't be the only one?

What else can I try? I need DV because my FPL is already hooked up to an ATA... and land line... i'd like to use the DV for the portable phone no and only use SOFTPHONE on it...

Thanks

[dibsmft]

Try disabling SIPALG on your router and see if that helps.
As I understand it port 13000 needs to be available for the DV softphone so don't change it.

[Crashed]

Many people are reporting the same problem. I for one have NO ROUTER just a cable modem and for the last week despite all attempts, no service at all, and many missed calls.

[socialist_poet]

I have the same problem

I don't use a router
Never have .. and DellVoice has always worked.

I have went to firewall/Advanced Settings/inbound rules/new rule/Port/UDP 13000 + TCP 13000

I have went to firewall/Advanced Settings/inboundoutbound rules/new rule/Port/UDP 13000 + TCP 13000 ..I've allowed the connections for Domain, Private and Public

I've had messages from "The server is down updating voip, apologize for the inconvenience - no sound data

I call out with Gmail fine.

What's seems to be the problem?
Are your servers down?

[FONGO_steve]

I have the same problem

I don't use a router
Never have .. and DellVoice has always worked.

I have went to firewall/Advanced Settings/inbound rules/new rule/Port/UDP 13000 + TCP 13000

I have went to firewall/Advanced Settings/inboundoutbound rules/new rule/Port/UDP 13000 + TCP 13000 ..I've allowed the connections for Domain, Private and Public

I've had messages from "The server is down updating voip, apologize for the inconvenience - no sound data

I call out with Gmail fine.

What's seems to be the problem?
Are your servers down?

Do you see any different results if you completely disable the firewall? (just for troubleshooting purposes).

If you aren't using a router, do you have a direct connection with the modem? What model of modem is it? It's likely a single modem/router combo unless it's a single port modem and your PC is directly assigned the external IP (and not a 192.168.x.x address).

[dv_user]

exact same problem here.. was working fine for months then stopped on the 18th/19th.. first try that day.

Its started to work again today!

[dv_user]

started working, but quality is not very good. getting echo's etc

[FONGO_mike]

started working, but quality is not very good. getting echo's etc

echo could be caused by a large number of reasons.

First, let's start with some basic trouble hsooting. To do that, can oyu please answer the following questions for us please?

1) Are you using a headset to use the service, the speakers and microphone in your laptop, an ATA device with phone plugged in, a handsfree speaker phone?

2) Are you using any streaming or torrenting programs when you try to use the service?

[dibsmft]

Many people are reporting the same problem. I for one have NO ROUTER just a cable modem and for the last week despite all attempts, no service at all, and many missed calls.

I checked both FPL and DellVoice this morning on MS WIndows Vista and both were working normally through my router (BellAliant integrated router/modem). I did notice that there
is a distinct delay before audio starts to flow in both directions but quality was good.

[dv_user]

hi mike

just using the dell voice desktop application with a headset (logitech - with mic on it). using the same setup which worked great prior sept 18th .. never had a quality issue before.

Not downloading anything, and have 16 meg cable service. Have this issue yesterday and continuing today too.

[Gotcha]

Ahh... its working again as expected... so DV must have fixed something on their servers... because it was clearly not working last week... Now im back on my set up behind a router and both FPL and DV are working great!
The error about 13000 threw me off thinking it was a firewall issue or port forwarding issue. On top of that why would it work under Android App and not on Windows App...
Thanks

[FONGO_mike]

Hi Gotcha,

We posted a couple days ago in the forums that we had found a configuration issue and it has been resolved.

[newtodellvoice]

I am unable to get the Dell Voice app to work on my laptop Win 7 Java 6 update 35 Dell Voice PC ver 1.1.1.
is there a compatibility issue?
I get error
Call service is OK
Data transfer: Unable to send/receive sound data! Port 13000 should be available.

I have opened all ports. Can call into my pc from outside line but cannot use dial pad nor can I hear anyone when they call me.

[kabloona]

I am unable to get the Dell Voice app to work on my laptop Win 7 Java 6 update 35 Dell Voice PC ver 1.1.1.
is there a compatibility issue?
I get error
Call service is OK
Data transfer: Unable to send/receive sound data! Port 13000 should be available.

I have opened all ports. Can call into my pc from outside line but cannot use dial pad nor can I hear anyone when they call me.

Same thing here.....port 13000 error for the last couple of weeks. Can call out but can't hear anything, neither can the recipient.

Uninstalled and re-installed DELL Voice, running on Windows 7 Home edition 64-bit. Java version installed is:

Java 6 update 20 (64-bit)
Java 6 Update 31

UPDATE: I checked that ports were open on router(s).....installed DELL Voice on my android tablet and made a call using the same wireless network I am using with my PC, and the call went through fine with android. So the network and the router ports were fine....that left the PC as the issue. Went into Windows firewall settings on the PC and opened DELL Voice app to the internet......that fixed the issue. Not sure how it happened, but my Windows firewall was blocking DELL Voice from operating correctly.

[FONGO_steve]

UPDATE: I checked that ports were open on router(s).....installed DELL Voice on my android tablet and made a call using the same wireless network I am using with my PC, and the call went through fine with android. So the network and the router ports were fine....that left the PC as the issue. Went into Windows firewall settings on the PC and opened DELL Voice app to the internet......that fixed the issue. Not sure how it happened, but my Windows firewall was blocking DELL Voice from operating correctly.

Windows Firewall is often the culprit. I find that my Windows Firewall seems to *magically* reconfigure itself after Windows updates every so often

[skrljanac]

I have exact same issue.

I shutdown Windows XP firewall completely.

I open/forward ports 5060-5061 tcp/udp, 13000-13001 tcp/udp on my dlink router

DV 1.1.1.0
Windows XP SP3


I get message that port 13000 must be open. But the port IS open.

At the same time I am using DV on iphone iOS 4 on the same LAN without any problem.

The bug is in DV softphone application ver. 1.1.1.0, no question about that

[FONGO_mike]

I have exact same issue.

I shutdown Windows XP firewall completely.

I open/forward ports 5060-5061 tcp/udp, 13000-13001 tcp/udp on my dlink router

DV 1.1.1.0
Windows XP SP3


I get message that port 13000 must be open. But the port IS open.

At the same time I am using DV on iphone iOS 4 on the same LAN without any problem.

The bug is in DV softphone application ver. 1.1.1.0, no question about that

Are you trying to use it on both your iphone and the application at the same time? Did you originally sign up the account from your iphone?

[TheHardy]

I think that he was trying to say that under the same router config, that when he dumps his iPhone onto the network, he has no problems connecting correctly, whereas the PC application barfs. That is if I read correctly.

Therefore, if the router has had the ports opened/fwd'd, Windows Firewall is disabled, and the port 13000 issue pops up on the PC app, but the iPhone works on the network setting (same router), that the troubleshooting suggests that the PC software is the culprit of throwing erroneous 13000 errors....

[skrljanac]

I think that he was trying to say that under the same router config, that when he dumps his iPhone onto the network, he has no problems connecting correctly, whereas the PC application barfs. That is if I read correctly.

Therefore, if the router has had the ports opened/fwd'd, Windows Firewall is disabled, and the port 13000 issue pops up on the PC app, but the iPhone works on the network setting (same router), that the troubleshooting suggests that the PC software is the culprit of throwing erroneous 13000 errors....

that is correct.

DV softphone is on win xp. complains re port 13000, no ringing. on another thread I found out that functionally DV actually works but no ringing and dialer not working (hard to dial the number). when I initiated a call from my DV on iphone to DV on win xp a pop up window showed on XP to accept the call. after the call was established DV on XP could hear DV on iphone with no problem, but DV on iphone could not hear DV on XP. DV on iphone is tested and working fine (cellular data and wifi). an external caller was able to leave the message on DV on XP voicemail with no problem.

DV on iphone iOS 4 is behind the same dlink router.

There is skype softphone installed on Mac, win7, XP machines, and iphone, all working fine behind the same router.

There was a magicjack on Mac that worked fine as well, which I now moved to XP and use skypejack program to make skype calls using expired magicjack dongle

I used freeware port scanner to test router ports and it reports port 13000 is open which means provider does not block port 13000.

[TheHardy]

Very few regular residential ISP's block 13000 --- that is reserved for public wifi hotspots! LOL -- those places which block voip or torrent traffic on their networks.

At this point, it sounds like you have exhausted the troubleshooting you can do. It is time for the app developers to pick up the slack and fix their code!