Updated Troubleshooting

New PSTN troubleshooting guide and consolidated code article, edits to existing troubleshooting guide.

Author: vac0224

articles/communication-services/concepts/telephony/troubleshooting-pstn-call-failures/troubleshooting-acs-pstn-call-failures.md renamed to articles/communication-services/concepts/telephony/troubleshooting-pstn-call-failures.md

@@ -52,4 +52,8 @@ For all other `ParticipantEndSubReason` codes that don't start with **560**, the
 
 ## Detailed information on individual error codes
 
-For more information about common error codes and suggested actions, see [Troubleshooting PSTN call failures using ParticipantEndReason](./pstn-response-codes.md).
+For more information about common error codes and suggested actions, see [Troubleshooting call end response codes for Calling SDK, Call Automation SDK, and PSTN calls](../../troubleshooting-codes.md).
+
+## Related articles
+
+For more information, see [Troubleshooting in Azure Communication Services](../../troubleshooting-info.md).

articles/communication-services/concepts/telephony/troubleshooting-pstn-call-failures/pstn-response-codes.md renamed to articles/communication-services/concepts/troubleshooting-codes.md

@@ -1,6 +1,6 @@
 ---
-title: Troubleshooting PSTN call failures using ParticipantEndReason values - Azure Communication Services
-description: Troubleshooting Azure Communication Services PSTN call failures using ParticipantEndReason values from 0 through 6xx.
+title: Troubleshooting call end response codes for Calling SDK, Call Automation SDK, and PSTN calling - Azure Communication Services
+description: Use call end response codes to diagnose why a call ended for Calling SDK, Call Automation SDK, and PSTN calling.
 services: azure-communication-services
 ms.date: 11/24/2023
 author: slpavkov
@@ -12,17 +12,68 @@ ms.topic: troubleshooting
 localization_priority: Normal
 ---
 
-# Troubleshooting PSTN call failures using ParticipantEndReason
+# Troubleshooting call end response codes for Calling SDK, Call Automation SDK, and PSTN calls
 
-This article provides troubleshooting information for various combinations of `ParticipantEndReason` and `ParticipantEndSubReason` response codes.
+This article describes troubleshooting call end response codes for [Calling SDK](#calling-sdk-error-codes), [Call Automation](#call-automation-sdk-error-codes), and [PSTN calling](#pstn-call-response-codes-with-participantendreason).
 
+## Troubleshooting tips
 
-## ParticipantEndReason 0
+Consider the following tips when troubleshooting certain issues: 
+- Your application isn't receiving an `IncomingCall Event Grid` event: Make sure the application endpoint is [validated with Event Grid](../../event-grid/webhook-event-delivery.md) when creating an event subscription. The provisioning status for your event subscription is marked as succeeded if the validation was successful. 
+- For error `The field CallbackUri is invalid`: Call Automation doesn't support HTTP endpoints. Make sure the callback URL you provide supports HTTPS.
+- The `PlayAudio` action doesn't play anything: Currently only Wave file (.wav) format is supported for audio files. The audio content in the wave file must be mono (single-channel), 16-bit samples with a 16,000 (16 KHz) sampling rate.
+- Actions on PSTN endpoints aren't working: For `CreateCall`, `Transfer`, `AddParticipant` and `Redirect` to phone numbers, you need to set the `SourceCallerId` in the action request. Unless you're using Direct routing, the source caller ID must be a phone number owned by your Communication Services resource for the action to succeed. 
+
+For more information about issues tracked by the product team, see [Known issues](./known-issues.md). 
+
+## Calling SDK error codes
+
+The Azure Communication Services Calling SDK uses the following error codes to help you troubleshoot calling issues. These error codes are exposed through the `call.callEndReason` property after a call ends.
+
+| Error code | Description | Action to take |
+| -------- | ---------------| ---------------|
+| 403 | Forbidden / Authentication failure. | Ensure that your Communication Services token is valid and not expired. |
+| 404 | Call not found. | Ensure that the number you're calling (or call you're joining) exists. |
+| 408 | Call controller timed out. | Call Controller timed out waiting for protocol messages from user endpoints. Ensure clients are connected and available. |
+| 410 | Local media stack or media infrastructure error. | Ensure that you're using the latest SDK in a supported environment. |
+| 430 | Unable to deliver message to client application. | Ensure that the client application is running and available. |
+| 480 | Remote client endpoint not registered. | Ensure that the remote endpoint is available. |
+| 481 | Failed to handle incoming call. | File a support request through the Azure portal. |
+| 487 | Call canceled, locally declined, ended due to an endpoint mismatch issue, or failed to generate media offer. | Expected behavior. |
+| 490, 491, 496, 497, 498 | Local endpoint network issues. | Check your network. |
+| 500, 503, 504 | Communication Services infrastructure error. | File a support request through the Azure portal. |
+| 603 | Call globally declined by remote Communication Services participant | Expected behavior. |
+
+## Call Automation SDK error codes
+
+The following error codes are exposed by the Call Automation SDK.
+
+| Error Code | Description | Actions to take |
+|-- |-- |-- |
+| 400 | Bad request           | The input request is invalid. Look at the error message to determine which input is incorrect. |
+| 400 | Play Failed           | Ensure your audio file is WAV, 16 KHz, Mono and make sure the file url is publicly accessible. |
+| 400 | Recognize Failed      | Check the error message. The message highlights if this failure is due to timeout being reached or if operation was canceled. For more information about the error codes and messages, see [gathering user input](../how-tos/call-automation/recognize-action.md#event-codes). |
+| 401 | Unauthorized          | HMAC authentication failed. Verify whether the connection string used to create CallAutomationClient is correct. |
+| 403 | Forbidden             | Request is forbidden. Make sure that you can have access to the resource you're trying to access. |
+| 404 | Resource not found    | The call you're trying to act on doesn't exist. For example, transferring a call that has already disconnected. |
+| 429 | Too many requests     | Retry after a delay suggested in the Retry-After header, then exponentially backoff. |
+| 500 | Internal server error | Retry after a delay. If it persists, raise a support ticket. |
+| 500 | Play Failed           | File a support request through the Azure portal. |
+| 500 | Recognize Failed      | Check error message and confirm the audio file format is valid (WAV, 16 KHz, Mono), if the file format is valid then file a support request through Azure portal. |
+| 502 | Bad gateway           | Retry after a delay with a fresh http client. |
+
+
+## PSTN call response codes with ParticipantEndReason
+
+This section provides troubleshooting information for various combinations of `ParticipantEndReason` and `ParticipantEndSubReason` response codes.
+
+
+### ParticipantEndReason 0
 
 Response `ParticipantEndReason` with value 0 usually means normal call clearing and marks calls that completed without errors.
 
 
-### 560000 0 Normal call clearing
+#### 560000 0 Normal call clearing
 
 - `ParticipantEndSubReason`: **560000**
 - `ParticipantEndReason`: **0**
@@ -33,7 +84,7 @@ Indicates a normal PSTN call end without errors, such as:
 - Call ended by media agent.
 
 
-### 540000 0 Normal call clearing
+#### 540000 0 Normal call clearing
 
 - `ParticipantEndSubReason`: **540000**
 - `ParticipantEndReason`: **0**
@@ -44,12 +95,12 @@ Indicates a normal PSTN call end without errors, including:
 - Call ended by media agent.
 
 
-## ParticipantEndReason 4xx
+### ParticipantEndReason 4xx
 
 Response `ParticipantEndReason` with value 4xx means that the call didn't connect.
 
 
-### 510403 403 call blocked
+#### 510403 403 call blocked
 
 - ParticipantEndSubReason: **510403**
 - ParticipantEndReason: **403**
@@ -66,7 +117,7 @@ Suggested actions:
 - For direct routing calls, verify why your Session Border Controller disallowed the call.
 
 
-### 560403 403 call forbidden, canceled, or rejected
+#### 560403 403 call forbidden, canceled, or rejected
 
 - ParticipantEndSubReason: **560403**
 - ParticipantEndReason: **403**
@@ -82,7 +133,7 @@ Suggested actions:
 - Double check that you used a valid phone number in the correct format. For more information about supported number formats, see <https://en.wikipedia.org/wiki/E.164>.
 
 
-### 511532 403 No ACS Resource SIP trunk configuration found
+#### 511532 403 No ACS Resource SIP trunk configuration found
 
 - ParticipantEndSubReason: **511532**
 - ParticipantEndReason: **403**
@@ -94,7 +145,7 @@ Suggested actions:
 - Check your direct routing setup in the [Azure portal](https://portal.azure.com). For more information, see [Direct routing provisioning](../direct-routing-provisioning.md).
 
 
-### 560404 404 Phone Number not found
+#### 560404 404 Phone Number not found
 
 - `ParticipantEndSubReason`: **560404**
 - `ParticipantEndReason`: **404**
@@ -110,7 +161,8 @@ Suggested actions:
 - Make sure the phone number belongs to the Resource you're using and that you own the Resource used for the call.
 - Verify that the number you're calling exists, and is assigned to valid target
 
-### 511404 404 Phone Number or ACS Resource not found
+
+#### 511404 404 Phone Number or ACS Resource not found
 
 - `ParticipantEndSubReason`: **511404**
 - `ParticipantEndReason`: **404**
@@ -128,33 +180,33 @@ Suggested actions:
 - Make sure your Azure subscriptions isn't deleted or disabled.
 
 
-### 560408 408 The called party did not respond
+#### 560408 408 The called party didn't respond
 
 - `ParticipantEndSubReason`: **560408**
 - `ParticipantEndReason`: **408**
 
-Indicates that the called party did not respond to a call establishment message within the prescribed period allocated.
+Indicates that the called party didn't respond to a call establishment message within the prescribed period allocated.
 
 Suggested actions:
 
-- Double check why the called party did not respond.
+- Double check why the called party didn't respond.
 - For direct routing calls, check your Session Border Control logs and settings and timeouts configuration.
 
 
-### 500001 408 User gateway timeout
+#### 500001 408 User gateway timeout
 
 - `ParticipantEndSubReason`: **500001**
 - `ParticipantEndReason`: **408**
 
-Indicates that Azure Communication Services did not receive a response from the client within a specified time limit and terminated the request.
+Indicates that Azure Communication Services didn't receive a response from the client within a specified time limit and terminated the request.
 
 Suggested actions:
 
-- Double check why the called party did not respond.
+- Double check why the called party didn't respond.
 - For direct routing calls, check your Session Border Control logs and settings and timeouts configuration.
 
 
-### 531004 410 ICE connectivity checks failed
+#### 531004 410 ICE connectivity checks failed
 
 - `ParticipantEndSubReason`: **531004**
 - `ParticipantEndReason`: **410**
@@ -167,7 +219,7 @@ Suggested actions:
 - For direct routing calls, check your Session Border Control logs and settings for ICE configuration and profile. Contact your SBC vendor for configuration help. For more information, see [List of Session Border Controllers certified for Azure Communication Services direct routing](../certified-session-border-controllers.md).
 
 
-## 560480 480 No answer
+#### 560480 480 No answer
 
 - `ParticipantEndSubReason`: **560480**
 - `ParticipantEndReason`: **480**
@@ -179,12 +231,12 @@ Indicates that:
 
 Suggested actions:
 
-- Double check why the called party did not respond.
+- Double check why the called party didn't respond.
 - Retry the call later in case that the called party was temporary unavailable.
 - For direct routing calls, check your Session Border Control logs and settings and timeouts configuration.
 
 
-### 560484 484 Incomplete or invalid callee address
+#### 560484 484 Incomplete or invalid callee address
 
 - `ParticipantEndSubReason`: **560484**
 - `ParticipantEndReason`: **484**
@@ -201,7 +253,7 @@ Suggested actions:
 - For direct routing, the SBC could cause these failures because of a missing configuration in a call transfer scenario.
 
 
-### 560486 486 Callee user was busy
+#### 560486 486 Callee user was busy
 
 - `ParticipantEndSubReason`: **560484**
 - `ParticipantEndReason`: **486**
@@ -214,7 +266,7 @@ Suggested actions:
 - For direct routing calls, check your Session Border Control logs and settings and timeouts configuration.
 
 
-### 540487 487 Call canceled by user
+#### 540487 487 Call canceled by user
 
 - `ParticipantEndSubReason`: **540487**
 - `ParticipantEndReason`: **487**
@@ -224,7 +276,7 @@ The caller terminated the call request.
 Suggested action is to retry the call, because the caller canceled.
 
 
-### 560487 487 Call canceled by originator
+#### 560487 487 Call canceled by originator
 
 - `ParticipantEndSubReason`: **560487**
 - `ParticipantEndReason`: **487**
@@ -237,7 +289,9 @@ Indicates:
 Suggested action is to retry the call, because the caller canceled.
 
 
-### 560500 500 Server Internal Error
+### ParticipantEndReason 5xx 
+
+#### 560500 500 Server Internal Error
 
 - `ParticipantEndSubReason`: **560500**
 - `ParticipantEndReason`: **500**
@@ -250,7 +304,7 @@ Suggested actions:
 - For direct routing calls, check your Session Border Control logs and settings and timeouts configuration, to see if your SBC caused the failure.
 
 
-## 560503 503 Unexpected server error
+#### 560503 503 Unexpected server error
 
 - `ParticipantEndSubReason`: **560503**
 - `ParticipantEndReason`: **503**
@@ -268,11 +322,11 @@ Suggested actions:
 - For direct routing calls, check your Session Border Control logs and settings and timeouts configuration, to see if your SBC caused the failure.
 
 
-## ParticipantEndReason 603
+### ParticipantEndReason 603
 
 Response `ParticipantEndReason` with value 603 means that the call was rejected without connecting.
 
-### 560603 603 Call rejected
+#### 560603 603 Call rejected
 
 - `ParticipantEndSubReason`: **560603**
 - `ParticipantEndReason`: **603**
@@ -284,4 +338,9 @@ The call was rejected for one of the following reasons:
 Suggested actions:
 
 - If declined by the recipient, retry the call.
-- Ensure that you aren't exceeding the maximum number of concurrent calls allowed for your Azure Communication Services phone number. For more information, see [PSTN call limitations](../../service-limits.md#pstn-call-limitations).
+- Ensure that you aren't exceeding the maximum number of concurrent calls allowed for your Azure Communication Services phone number. For more information, see [PSTN call limitations](../../service-limits.md#pstn-call-limitations).
+
+## Related articles
+
+- [Troubleshooting in Azure Communication Services](./troubleshooting-info.md)
+- [Troubleshooting Azure Communication Services PSTN call failures](./telephony/troubleshooting-pstn-call-failures.md)