eXpansys VoIP - Known Issues

eXpansys VoIP is currently in beta, and there are some known issues with the service. We've described these below, and tried to suggest ways to work around any problems you may encounter. We'd like to hear about your experiences with the service and would therefore appreciate your feedback on the ‘eXpansys VoIP’ section of the Mobile VoIP Forum.


Handset

My handset crashes as I try to connect to an Access Point.
The AP in the Default AP setting must be removed in order to stop this happening. When the phone reboots press the Red (End) key to get to the standby screen cancelling all info screens as quickly as possible. Switch the phone to Offline before it reboots (Press the on/off button and select "Offline").
  1. Select "No" to any requests to "Create WLAN connection in Offline mode".
  2. Navigate to Menu>Tools>Settings>Connection>Access Points.
  3. Select and delete (Options>Delete) the AP you are currently using.
  4. Put the phone back into General mode (Press the on/off button and select "General").
  5. Re-run the eXpansys VoIP application to connect.
If you are still having difficulties please log into your eXpansys VoIP account online at http://www.truphone.com/expansys/login/expansyslogin.tru and submit a support request.

Website

'Untrusted certificate' error when browsing with Nokia handset
You may see the following warning when browsing the eXpansys VoIP website (and other websites) with your Nokia phones web browser: "This site has sent an untrusted certificate. Continue anyway?".

This happens because of an incompatibility with the way Nokia’s web browser processes website security (HTTPS) certificates. It is safe to ignore the warning and browse the site (choose Options>Continue).

Calls & Service

I cannot hear the eXpansys VoIP ring back tone
The eXpansys VoIP ring back feature is not available to:
  • E-Series handsets with version 2.X firmware
  • N95 Firmware 10.X
We recommend you update your firmware via www.nokia.com/softwareupdate and install the latest version of eXpansys VoIP.
eXpansys VoIP calls crash when my email retrieval is activated
This condition can occur when there is a conflict between Wi-Fi access points. Nokia handsets can only support one WLAN AP connection at any time. If the Exchange client is configured to use a different AP to the VoIP client then one will try to tear down the other's connection. In order to resolve this issue, we advise that your Exchange client uses GPRS whilst eXpansys VoIP uses your Wi-Fi connection.
Speed dialling only goes over GSM
The speed dial feature is defaulted to route calls via GSM. If you would like your speed dial number to route via the eXpansys VoIP service you will need to save the number with "@truphone.com" afterwards and ensure that you are connected to the eXpansys VoIP service when using this speed dial.
Pressing speed dial key #1 gives an error: Error: Important Information. Your telephone has encountered an error. Restarting will improve performance. Restart now?
This may be due to a SIP stack configuration problem with your handset. The current solution involves re-installing all SIP/Internet telephone settings (see below).

Remove all current SIP/Internet tel. settings:
  1. Press (and release) the "On" button and select "Offline". If asked to "Create WLAN connection in offline mode?" select "No".)
  2. Open the eXpansys VoIP Application and navigate to Options>Settings>Messaging. Change "eXpansys VoIP messaging" to 'Off'
  3. Navigate to Menu>Tools>Settings>Connection>Internet telephone settings. Delete all XVoIP profiles (Options>Delete)
  4. Navigate to Menu>Tools>Settings>Connection>SIP settings. Select a profile and Options>Delete. Repeat for all profiles.
  5. Restart your handset. When asked to "Continue using phone in offline mode?" select No.
  6. Open the eXpansys VoIP Application and navigate to Option>Settings>Messaging. Change "eXpansys messaging" to "Always Ask"

You will then need to reinstall your eXpansys VoIP settings:
  1. Run the eXpansys VoIP application.
  2. Select Options > Repair account.
  3. Follow instructions from step 13 of our Activation Guide.
Phone keypad locks up during call initiation in either direction
If you observe the following behaviour:
  • When dialling a call over eXpansys VoIP, immediately after the call is established, the keypad locks up and does not respond for an extended period. In bad cases this can be longer than the time that it takes the answering machine to time out and hang up so it is impossible to pick up voicemail messages!
  • Exactly the same symptoms are observed on inbound calls, so the initiating caller hears the ringing tone and the handset does not respond to key presses (nor, incidentally, does it ring or in any other way indicate that it is attempting to establish a call). The handset eventually reports a missed call after it has been diverted to voice mail.
These symptoms are caused if there are a large number of contacts on the phone (say, more than 300). Nokia have confirmed that there is a known issue that the E-series is slow in performing a lookup through the contacts to match the number you have entered with a possible already known name. (Note that this is also the case with a GSM call, but the GSM subsystem actually places the call while performing the lookup, rather than waiting).
The delay time is proportional to address book size, so the only solution is to reduce the number of contacts. If you synchronise with Outlook or Exchange, you can move less used contacts to a second 'contacts inactive' folder - Outlook will automatically search both folders so there is little loss of utility on the PC.
Voice breaks up sometimes during the call
This could be caused by any number of events in the network path between you and the other call party. The most common reason for this is Wi-Fi radio interference.

It is hard to completely prevent all these things, but one good rule is to hard-wire devices like laptops if possible, and turn off the Wi-Fi, to keep the radio environment as clean as possible. There is more information on how to improve your Wi-Fi environment here: Setting up Wi-Fi.

General

I cannot delete my SIP Profiles
If eXpansys VoIP SMS is switched on you will not be able to delete the eXpansys VoIP SIP profile Turning this feature off will allow the SIP profile to be deleted.
  • Switch eXpansys VoIP SMS off (Options>Settings»Messaging» eXpansys messaging. Select "Off").
If you simply want to repair your eXpansys VoIP account due to incorrect SIP settings you can complete this by selecting Options»Repair Account.
I cannot see any APs (Access Points) when I run eXpansys VoIP
There may be a number of reasons why you may not be able to see any access points listed within the AP XVoIP wizard:
  1. You may not have your GSM 3G/GPRS access points saved correctly to the phone (Please see Known Issue: I cannot see my 3G/GPRS access points within the AP wizard)
  2. You may not currently be situated in close enough proximity to a Wi-Fi access point.
  3. You may not have "Roaming" enabled on your handset: eXpansys VoIP >Options>Settings>Internet Calls>Roaming>"Enabled"
I cannot see my 3G/GPRS access points within the AP wizard.
Sometimes 3G APs are not listed within the eXpansys VoIP application even when they are stored on the handset (Menu>Tools>Settings>Connection>Access Points). If you are experiencing this error you will need to delete the operator APs and either run the settings wizard or have these APs settings resent to you by your GSM Operator.

Auto-Connect to eXpansys VoIP Issues

The AP icon does not go green when I am connected to eXpansys VoIP
This happens when you are connected to the eXpansys VoIP service but your access point in use remains an orange colour indicating a saved but not currently connected AP. You are however able to see the Internet telephony symbol in the top right hand corner of your handset (phone-over-globe) and also the "eXpansys VoIP: Connected" notification at the top of the eXpansys VoIP access wizard.

There are two possible causes of this issue:
  1. You may encounter this issue if you have a handset with version 2 firmware (Press *#0000# to check - E60/E61/E70). The most recently added AP always has an orange icon, instead of a green one.

    Resolution: We recommend that you upgrade your handset firmware www.nokia.com/softwareupdate

  2. This issue exists when your chosen access point is saved more than once on your phone. You can check this by going to Menu>Tools>Settings>Connection>Access Points.

    Resolution: Delete all instances of this AP (Menu>Tools>Settings>Connection>Access Points>Options>Delete) and use the eXpansys VoIP AP wizard to re-create it again.
eXpansys VoIP will not connect/re-connect
Quick fix:
  1. Try the quick connect shortcut. Press the "pen" and "*" keys together to reconnect to the service (This can be enabled/disabled by navigating to Options>Settings>Internet calls>Reconnect shortcut).
  2. Run the eXpansys VoIP application and select the access point that you wish to connect to.
  3. Reboot your handset.

Optimise your settings. Check the following settings to get the best out of eXpansys VoIP:
  1. Ensure roaming is enabled on your handset (Options>Settings>Internet Calls>Roaming>"Enabled")
  2. Ensure the auto start feature is switched on (Options>......Should display "Set auto start off")
  3. Your "eXpansys VoIP" SIP profile has a registration status of "Always on". You may need to turn eXpansys VoIP Messaging off before you can check this: (Options>Settings>Messaging>eXpansys messaging>"Off")
  4. Then navigate to: (Menu>Tools>Settings>Connection>SIP settings>eXpansys VoIP >Registration and change to "Always on".
  5. Ensure that your "eXpansys VoIP" SIP profile is the default SIP profile within the SIP settings list. This is indicated by an underline (Options>Default profile).
If you are still having difficulty please see our help pages for further information "How to connect to an access point" or log into your eXpansys VoIP account online and submit a support request.
I cannot connect to my AP (SSID length)
Saving an AP via the eXpansys VoIP application only saves the first 24 characters of the SSID (AP Name).
You may need to go to Menu>Tools>Settings>Connection>Access Points>AP NAME>WLAN Network Name and check that the correct characters have been entered.
Manually editing the WLAN Network name should resolve this issue.
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