You signed in with another tab or window. Reload to refresh your session.You signed out in another tab or window. Reload to refresh your session.You switched accounts on another tab or window. Reload to refresh your session.Dismiss alert
Copy file name to clipboardExpand all lines: articles/communication-services/concepts/troubleshooting-codes.md
+34-31Lines changed: 34 additions & 31 deletions
Display the source diff
Display the rich diff
Original file line number
Diff line number
Diff line change
@@ -24,43 +24,46 @@ Consider the following tips when troubleshooting certain issues:
24
24
- 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.
25
25
- 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.
26
26
27
-
For more information about issues tracked by the product team, see [Known issues](./known-issues.md).
27
+
For more information about issues tracked by the product team, see [Known issues](./known-issues.md).
28
+
29
+
> [!NOTE]
30
+
> Message and Result Categories listed in the following tables are in public preview. For more information, see [Supplemental Terms of Use for Microsoft Azure Previews](https://azure.microsoft.com/support/legal/preview-supplemental-terms/).
28
31
29
32
## Calling SDK error codes
30
33
31
34
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.
32
35
33
-
|Error code | Description|Action to take|
34
-
|-------- |---------------|---------------|
35
-
| 403 | Forbidden / Authentication failure. | Ensure that your Communication Services token is valid and not expired. |
36
-
| 404 | Call not found. | Ensure that the number you're calling (or call you're joining) exists. |
37
-
| 408 | Call controller timed out. | Call Controller timed out waiting for protocol messages from user endpoints. Ensure clients are connected and available. |
38
-
| 410 | Local media stack or media infrastructure error. | Ensure that you're using the latest SDK in a supported environment. |
39
-
| 430 | Unable to deliver message to client application. | Ensure that the client application is running and available. |
40
-
| 480 | Remote client endpoint not registered. | Ensure that the remote endpoint is available. |
41
-
| 481 | Failed to handle incoming call. | File a support request through the Azure portal. |
42
-
| 487 | Call canceled, locally declined, ended due to an endpoint mismatch issue, or failed to generate media offer. | Expected behavior. |
43
-
| 490, 491, 496, 497, 498 | Local endpoint network issues. | Check your network. |
44
-
| 500, 503, 504 | Communication Services infrastructure error. | File a support request through the Azure portal. |
45
-
| 603 | Call globally declined by remote Communication Services participant | Expected behavior. |
||403 | Forbidden / Authentication failure.|| Ensure that your Communication Services token is valid and not expired. |
39
+
||404 | Call not found.|| Ensure that the number you're calling (or call you're joining) exists. |
40
+
||408 | Call controller timed out.|| Call Controller timed out waiting for protocol messages from user endpoints. Ensure clients are connected and available. |
41
+
||410 | Local media stack or media infrastructure error.|| Ensure that you're using the latest SDK in a supported environment. |
42
+
||430 | Unable to deliver message to client application.|| Ensure that the client application is running and available. |
43
+
||480 | Remote client endpoint not registered.|| Ensure that the remote endpoint is available. |
44
+
||481 | Failed to handle incoming call.|| File a support request through the Azure portal. |
45
+
||487 | Call canceled, locally declined, ended due to an endpoint mismatch issue, or failed to generate media offer.|| Expected behavior. |
46
+
||490, 491, 496, 497, 498 | Local endpoint network issues.|| Check your network. |
47
+
||500, 503, 504 | Communication Services infrastructure error.|| File a support request through the Azure portal. |
48
+
||603 | Call globally declined by remote Communication Services participant. || Expected behavior. |
46
49
47
50
## Call Automation SDK error codes
48
51
49
52
The following error codes are exposed by the Call Automation SDK.
50
53
51
-
|Error Code |Description|Actions to take|
52
-
|-- |--|-- |
53
-
| 400 | Bad request | The input request is invalid. Look at the error message to determine which input is incorrect. |
54
-
| 400 | Play Failed | Ensure your audio file is WAV, 16 KHz, or Mono, and make sure the file URL is publicly accessible. |
55
-
| 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). |
56
-
| 401 | Unauthorized | HMAC authentication failed. Verify whether the connection string used to create CallAutomationClient is correct. |
57
-
| 403 | Forbidden | Request is forbidden. Make sure that you can have access to the resource you're trying to access. |
58
-
| 404 | Resource not found | The call you're trying to act on doesn't exist. For example, transferring a call that previously disconnected. |
59
-
| 429 | Too many requests | Retry after a delay suggested in the Retry-After header, then exponentially backoff. |
60
-
| 500 | Internal server error | Retry after a delay. If it persists, raise a support ticket. |
61
-
| 500 | Play Failed | File a support request through the Azure portal. |
62
-
| 500 | Recognize Failed | Check error message and confirm the audio file format is valid (WAV, 16 KHz, Mono). If the file format is valid, file a support request through Azure portal. |
63
-
| 502 | Bad gateway | Retry after a delay with a fresh http client. |
||400 | Bad request || The input request is invalid. Look at the error message to determine which input is incorrect. |
57
+
||400 | Play Failed || Ensure your audio file is WAV, 16 KHz, or Mono, and make sure the file URL is publicly accessible. |
58
+
||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). |
59
+
||401 | Unauthorized || HMAC authentication failed. Verify whether the connection string used to create CallAutomationClient is correct. |
60
+
||403 | Forbidden || Request is forbidden. Make sure that you can have access to the resource you're trying to access. |
61
+
||404 | Resource not found || The call you're trying to act on doesn't exist. For example, transferring a call that previously disconnected. |
62
+
||429 | Too many requests || Retry after a delay suggested in the Retry-After header, then exponentially backoff. |
63
+
||500 | Internal server error|| Retry after a delay. If it persists, raise a support ticket. |
64
+
||500 | Play Failed || File a support request through the Azure portal. |
65
+
||500 | Recognize Failed || Check error message and confirm the audio file format is valid (WAV, 16 KHz, Mono). If the file format is valid, file a support request through Azure portal. |
66
+
||502 | Bad gateway || Retry after a delay with a fresh http client. |
64
67
65
68
66
69
## PSTN call response codes with ParticipantEndReason
@@ -71,7 +74,7 @@ This section provides troubleshooting information for various combinations of `P
71
74
72
75
Response `ParticipantEndReason` with value 0 usually means normal call clearing and marks calls that completed without errors.
| 510403 | 403 | Call blocked:<br/> - Alternate ID not supplied for the call.<br/> - Phone number not allowed by users Session Border Controller (SBC). || - For more information about Alternate ID, see [Manage calls](../how-tos/calling-sdk/manage-calls.md#place-a-call).<br/> - Make sure that you specified a valid Alternate ID. It must be a phone number that belongs to the Resource you're using.<br/> - Verify that you own the Resource you're using to make a call.<br/> - For direct routing calls, verify why your Session Border Controller disallowed the call. |
88
91
| 560403 | 403 | - Call forbidden.<br/> - Call canceled.<br/> - Call rejected. || Make sure that you called a valid phone number in the correct format. For more information about supported number formats, see <https://en.wikipedia.org/wiki/E.164>. |
@@ -103,7 +106,7 @@ Response `ParticipantEndReason` with value 4xx means that the call didn't connec
103
106
104
107
Response `ParticipantEndReason` with value 5xx means that the call failed due to a problem with a software or hardware component required to complete the connection.
| 560500 | 500 | An internal server error occurred in one of the services involved in the call. || - Retry the call. If the issue persists contact your telco provider or Microsoft support.<br/> - For direct routing calls, check your Session Border Control logs and settings and timeouts configuration, to see if your SBC caused the failure. |
109
112
| 560503 | 503 | - Call failed because of an internal server error in one of the services involved in the call.<br/> - The network used to establish the call is out of order.<br/> - A temporary failure in one of the services involved in the call. || - Check your network and routing configuration for possible issues. Verify that your network firewall rules are correct.<br/> - Retry the call. If the issue persist contact your telco provider or Microsoft support.<br/> - For direct routing calls, check your Session Border Control logs and settings and timeouts configuration, to see if your SBC caused the failure. |
@@ -113,7 +116,7 @@ Response `ParticipantEndReason` with value 5xx means that the call failed due to
113
116
114
117
Response `ParticipantEndReason` with value 603 means that the call was rejected without connecting.
| 560603 | 603 | - Call declined by the recipient.<br/> - Call declined due to fraud detection. || - If declined by the recipient, retry the call.<br/> - 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](../concepts/service-limits.md#pstn-call-limitations). |
0 commit comments