Step 1 – Check your Windows Personal Firewall settings and Internet Explorer HTTP1.1 setting.

To check your Windows Personal Firewall just use the following steps on your PC or Laptop:

Go to Start , then select  Settings , then select  Control Panel and then select  Windows Firewall . You then need to select the Exceptions tab and then check that the WhitePhone software is on your list of Allowed Programs and there is a tick in the box. If it is not ticked you must tick the box and if it is not listed you must add it to the list using the Add Program button. Remember to tick the box next to the application.

To check your Internet Explorer Settings just use the following steps on your PC or Laptop:

Load Internet Explorer and select Tools, then select Internet Options, then select the Advanced tab. Scroll down the list until you come to HTTP1.1 Settings and tick the box next to "Use HTTP 1.1". If the box is already ticked leave it as it is.  

Step 2 – Check other personal firewalls or Antivirus software

If the above steps didn't resolve the problem, you may also need to configure your other personal firewalls or Antivirus Software, if installed. This problem arises if you do not choose the " allow " or " unblock " options when prompted by your personal firewall or antivirus wizard.

Note: any firewall settings should be configured as follows on all applicable firewalls:

TCP : allow any internal computer to connect to outside computers on ports 80 and 443.  Port 80 is the standard HTTP (web browsing) port and port 443 is used by HTTPS (Secure Sockets Layer) for encrypted web browsing.

UDP: allow any outgoing UDP request and appropriate replies.

Please note that the UDP ports are only open to allow requests from users within your network and people outside your network who try to gain access to those ports will see them as closed.

You may also need to select the "always allow this program to access the Internet" option when asked by your firewall or antivirus software.

If an access request pops up each time you should select to save the setting to always allow this action.

Step by Step details on configuration of some personal firewalls can be found in the user guides on our web sites.

Step 3 – Check your network firewall and/or router settings

If the above steps didn't resolve the problem, you may also need to change your network security settings, if installed.

If you have a separate router or firewall and/or operate on a network these will also need to be configured to allow traffic as follows:

TCP: allow any internal computer to connect to outside computers on ports 80 and 443.  Port 80 is the standard HTTP (web browsing) port and port 443 is used by HTTPS (Secure Sockets Layer) for encrypted web browsing.

UDP: allow any outgoing UDP request and appropriate replies.

Please note that the UDP ports are only open to allow requests from users within your network and people outside your network who try to gain access to those ports will see them as closed.

If you are not responsible for these settings we suggest that you should forward this complete email to your network administrator, network support contractor or service provider who may contact us for confirmation or clarification if required and to obtain a copy of our Network and Firewall Security Handbook which explains in details the use of the ports Full details are also found in the last section of the User guide which can de downloaded from www.whitephone.com   

Important Note regarding UDP settings

The UDP ports are only open to allow requests from users within your network and people outside your network who try to gain access to these ports will see them as closed.

We use UDP ports to carry SIP/RTC which is required for the majority of VOIP applications. To protect your network ALL requests that are generated by our software are validated by our servers and the responses back are authenticated. Some packets are also encrypted for additional security. Any packets which fail validation or authentication are discarded.

Please note that if the UDP ports are not configured to allow any outgoing request and accept appropriate replies our software may not operate correctly. Further detailed information can be found in our Network and Firewall Security Handbook which is available on our web sites.

Step 4 – Check your Computer Operating System, Network firewall and Routers are up to date

If the above steps didn't resolve the problem, you may need to upgrade your computer operating system, network and/or firewall software and/or router firmware. You should refer to the in-built help and/or user manuals for those products for instructions on how to do this.

If you are in the United Kingdom and using a BT Voyager Router a firmware upgrade may be required to resolve an earlier firmware release issue on that router. Full details with step by step instructions to upgrade the firmware can be found at the URL listed shortly. We strongly recommend that you print the instruction out before starting the firmware upgrade. The BT Voyager router firmware upgrade site can be found at  www.voyager.bt.com/205/btbroadband/firmware_update.htm  . If you have any other type of BT voyager router details can be found here www.voyager.bt.com/  

1. Make sure that you have the user name and password for your router, and if not, contact either your service provider or installation engineer for details of the password.

2. If the router also operates or provides WiFi (Wireless LAN) please ensure that you have a copy of your WEP ( Wireless encryption protocol) key before you start the firmware upgrade.

If we can be of any further help getting you online please contact us support@whitephone.com.