Troubleshooting


Synergy UC

To get started you will need to be connected to the internet, have your IP Phone or PC/Mac available and access to your Synergy subscription details. If you do not have these details to hand please contact your internal system administrator in the first instance.

Your guide to getting started:

  1. First things first, set up your new IP handset
  2. Log into your End User Portal (EUP) – set your password and familiarise yourself with your new Synergy account management tool.
  3. For Security purposes, on logging into your End User Portal for the first time you will be prompted to change the default password.
  4. Now you’ve set your password you are ready to download, install and log in to additional applications

Troubleshooting

I can’t connect to Synergy on my home Wi-Fi?

When using a BT Home Hub router the firewall settings need to be configured to allow SIP traffic. As an ISP BT can sometimes block 3rd party SIP apps such as the Comtek VoIP app which can lead to performance problems.

GENcom for Windows doesn’t register when using The Cloud internet service

The Cloud service blocks SIP, if you following the instructions below this will by-pass the firewalls and allow your GENcom client to register. Please follow the below actions:

  1. From the Menu in the, select Preferences
  2. Select the Network Option
  3. Click the Edit button
  4. Change the Proxy UDP Port from 5060 to 5070
  5. Click OK
  6. Click OK
  7. Your GENcom client should now register and allow you to make/receive calls.