Troubleshooting Guide: Connection Errors in Console or Voice App

Issue: Connection Error

"An Error occurred 31000: Cannot establish connection. Client is disconnected"

Symptoms:

• Inability to make/receive calls

Steps to Troubleshoot:

1. Access the Machine with the Error:

   • Identify the device or machine experiencing the connection error.
   • Ensure proper access permissions to troubleshoot the issue.

2. Performing a Ping Test from the Problem Machine:

   • On Windows:
     • Open the Command Prompt by searching for "cmd" in the Start menu.
     • Type ping ip_address (replace ip_address with the server IP address) and press Enter.
     • Note the ping results, including response times and any packet loss.
   • On macOS/Linux:
     • Open the Terminal.
     • Type ping ip_address and press Enter.
     • Review the ping output for response times and packet loss.

3. Ping Twilio Server IP Addresses:

   • Open the command prompt or terminal on the affected machine.
   • Ping the following Twilio server IP addresses:
     • chunderw-vpc-gll.twilio.com
     • chunderw-gll.twilio.com
     • voice-js.roaming.twilio.com
   • Note the response times and any packet loss.
   • Also check, https://status.twilio.com/ for any outage.

4. Ping Evo.tech Server IP Addresses:

   • Similarly, ping the Evo.tech server IP addresses:
     • 13.89.228.159 (US)
     • 13.71.170.133 CA
     • [console.evovoice.io](http://console.evovoice.io/ "http://console.evovoice.io/")
     • [evovoice.io](http://evovoice.io/ "http://evovoice.io/")
     • [v3.hostedsuite.com](http://v3.hostedsuite.com/ "http://v3.hostedsuite.com/")
   • Record the response times and any packet loss.

5. Analyze Results:

   • Compare the ping results for both Twilio and Evo.tech server IP addresses.
   • Check for consistent connectivity or any significant discrepancies.

6. Troubleshooting Further:

   • If there is consistent connectivity to both Twilio and Evo.tech servers, the issue may lie elsewhere.
   • Check network configurations, firewall settings, and internet connectivity on the affected machine.
   • Ensure that relevant ports are open and not blocked by any firewall rules.
   • Verify that the application is using the correct credentials and configurations for connecting to the servers.

7. Escalation:

   • If the issue persists after troubleshooting the network and application settings, escalate the problem to the appropriate team supervisor.
   • Provide detailed information, including the steps taken and the results obtained during troubleshooting.

8. Documentation:

   • Document the troubleshooting steps taken, along with the results, for future reference.
   • Include any changes made to configurations or settings during the troubleshooting process.

Note: This troubleshooting guide is specifically tailored to address connection errors in the phone console or voice app. If the issue persists despite following these steps, seek assistance from qualified technical support or network administrators.

Feel free to adjust the IP addresses and add more specific details as needed.