Help
Troubleshooting
Frequently Asked Questions
Troubleshooting
- I can't make outgoing calls from the Yippii service. What do I do?
- I can't receive incoming calls. What should I do?
- I can't hear other people on Yippii. What should I do?
- Other people can't hear me on Yippii. What should I do?
- Other people complain of an echo when I call them on Yippii. What can I do?
- I'm getting poor call quality. What can I do?
- How can I allow Yippii internet phone through my firewall?
- How do I set up port forwarding on my router?
I can't make outgoing calls from the Yippii service. What do I do?
Firstly, check that you are connected to the internet. Can you reach yippii.com.au from your browser?
Next, check to see if you're connected to our network. Restart your Yippii device or Softphone and make sure you are logged in. Ensure your Yippii Number and Password are entered correctly.
Make sure the number you are dialling is correct. Check your Call Log (found online via the My Account website) to see if there have been any errors with the number dialled.
If using the Yippii Softphone and you're running a software firewall on your PC (such as Norton, McAfee, Zone Alarm, etc) it may be blocking the Yippii Softphone. You may need to set your firewall to allow the Yippii Softphone to connect to the internet. Please refer to the firewall user Manual for instructions on adding an "exception" or allowing applications full access to the Internet.
Finally, try switching to the Secondary Connection Mode. This can be found under Menu > Options > Advanced. Secondary Connection Mode may allow you to use the Softphone in some circumstances where the Primary Mode does not function.
I can't receive incoming calls. What should I do?
Make sure that your firewall is allowing incoming connections to the Yippii Softphone or ATA.
I can't hear other people on Yippii. What should I do?
Check that your volume levels are set high enough. Also, if using the Yippii Softphone, make sure that it's set to use the correct audio device and that you have the audio device correctly connected. Allowing the UDP ports 5060 - 5070 through your firewall or switching to Secondary Connection Mode in the softphone may also help resolve this issue.
Other people can't hear me on Yippii. What should I do?
Check that your volume levels are set high enough. Also, if using the Yippii Softphone, make sure that it's set to use the correct audio device and that you have the audio device correctly connected. Allowing the UDP ports 5060 - 5070 through your firewall or switching to Secondary Connection Mode in the softphone may also help resolve this issue.
Other people complain of an echo when I call them on Yippii. What can I do?
If you're using the Yippii Softphone, you may need to mute your microphone.
- Go to the Volume Control near the clock on the bottom right of your screen.
- Select Options
- Select Properties
- Under Show the following volume controls, check the Microphone checkbox.
- Click OK. You will be returned to the main Volume Control window, and the Microphone sliding control should now be visible.
- Under Microphone, check the Mute checkbox.
Generally, the above does not actually mute the microphone - instead, it mutes the microphone playback, which is a leading cause of echo.
Yippii Internet Phone also contains inbuilt Echo Cancellation which can be found under Menu > Options > Audio devices. Make sure this is enabled.
I'm getting poor call quality. What can I do?
Applications that use a high proportion of your internet connection, such as streaming video or peer-to-peer downloading (for example Limewire, Bittorrent etc), can cause poor call quality regardless of your internet speed. We recommend that upload speeds of at least 128Kb be available for good call quality. You can test your internet connection by opening the Help Centre (Menu > Help Centre) and clicking on the "Test your internet connection" link.
Also, call quality can be affected by using an older sound card or input device. Switching to a USB sound device can solve both these issues.
Some laptop/notebook PC's have very poor sound devices. The recommended setup for a laptop is to use an USB headset or handset.
How can I allow Yippii Softphone through my firewall?
If using a software firewall, you'll need to allow the Yippii Softphone full access to the internet when asked. You can change this later by viewing the list of programs configured in your firewall, and changing the access settings for the Yippii Softphone. Generally, the Yippii Softphone is fine when you use the modem/router firewall (that's called a "Hardware Firewall"). By default Yippii Softphone uses the UDP ports 5060 - 5070 - these should be allowed through the firewall and forwarded to the PC running Yippii Softphone. If need be, the default ports can be changed from Menu > Options > General > Edit Network Settings.
If you experience any problems with this, don't hesitate to contact our friendly Customer Care staff on +61 2 4915 1910.
How do I set up port forwarding on my router?
If using an ATA, it can be useful to enable port forwarding in your router. First, you'll need to set your ATA to a static IP address. Next, you'll need to set your router to forward UDP ports 5060 - 5070 to that static IP address. A useful guide to doing this can be found at portforward.com
The Yippii Softphone uses ports 5060 - 5070 and with an RTP port range of 10000 - 65535 when in the default Primary Connection Mode, while Secondary Connection Mode uses port 4569.