Support Downloads Community

UniFi Video is an obsolete product line.

This application and its related devices will no longer receive any manner of technical support, including functional and security updates. Additionally, there will be no further updates to Help Center content pertaining to UniFi Video.

UniFi Talk - Troubleshooting

This article describes the troubleshooting steps to help you address issues with your UniFi Talk deployment.

Before investigating further, make sure you’re using the latest firmware for your devices and the latest UniFi Talk application version.

Issues connecting and using Talk devices

My Talk device is showing a Connection Error screen

This error means that your Talk device cannot communicate with the Talk application.

To troubleshoot a Connection Error state:

  1. Ensure that the Talk application is running. To check on Talk’s status, open unifi.ui.com, select your UniFi OS Console, go to Settings > Updates, and locate the Talk application tile. If Talk is stopped, click on the three dots menu in the Talk application tile and select Start.
  2. Restart the Talk application. See this section for instructions on how to restart Talk.
  3. Restart your UniFi OS Console by going to its Settings > Advanced and clicking Restart Console under the Console Controls header.

    restart-console.png

    If you’re still encountering this issue after the troubleshooting steps above, please contact Ubiquiti Support.

Issues making and receiving calls

I can’t receive incoming calls

We recommend enabling the static signaling port feature if your UniFi Talk deployment can’t receive incoming calls. The instructions below describe how to implement this fix.

  1. In the Talk application, enable the toggle for static signaling port within Settings > System Settings > Create Static Signaling Port.
  2. Create a port forwarding rule that forwards port 6767 to your UniFi OS Console running the Talk application. If your routing tasks are being handled by UniFi, go to the Network application to create this rule within Settings > Advanced Features > Advanced Gateway Settings > Port Forwarding.
    Need help creating this port forwarding rule?

    Click Create New Port Forwarding and create a rule with the following parameters: 

    • Interface: Both
    • From: Any
    • Port: 6767
    • Forward IP: Your UniFi OS Console’s IP address (e.g., 192.168.1.1)
    • Forward Port: 6767
    • Protocol: Both

    Notes: You must also forward port 6767 from any upstream routers/firewalls to your UniFi OS Console running the Talk application.

  3. Try making a call to one of your UniFi Talk phones from an external number to test if incoming calling is working.
  4. If the steps above did not work, try creating a firewall rule that allows Internet traffic destined for port 6767 of your UniFi OS Console running the Talk application. If your firewall rules are managed by UniFi, go to the Network application to create this rule within Settings > Traffic & Security > Global Threat Management > Firewall.
    Need help creating this rule?

    Click on Create New Rule and create a rule with the following parameters:

      • Type: Internet Local
      • Action: Accept
      • Source Type: Address/Port Group
      • Source IPv4 Address Group: Any
      • Source Port Group: Any
      • Destination Type: Address/Port Group
      • Destination IPv4 Address Group: Any
      • Destination Port Group: Click on Create New Group and add a new Port Group with port 6767 included.

I could previously make and/or receive calls, and now I can’t

In some cases, events like a network outage can result in degraded Talk application performance. This can be resolved by restarting the Talk application.

To restart the Talk application:

  1. From unifi.ui.com, select your UniFi OS Console, go to Settings > Updates, and locate the Talk application tile.
  2. Click on the three dots menu in the Talk application tile and select Stop.

    stop-application.png

  3. After the Talk application has stopped, click on the Start Talk button.

    start-application.png

If you’re still having trouble making and/or receiving calls, please contact Ubiquiti Support.

Issues recovering your Talk subscriptions and phone numbers

If you need to factory reset, replace, or migrate to a new UniFi OS Console, or reset the Talk application, you can recover your Talk subscriptions and phone numbers during the UniFi Talk setup process. This option is available when you’re logged in using the same Ubiquiti account that manages your Talk subscriptions.

To recover or migrate your Talk subscriptions:

  1. Log in to your Ubiquiti account at unifi.ui.com and select the UniFi OS Console you’d like to recover or migrate your Talk subscriptions to.
  2. Launch the UniFi Talk Setup Wizard.
    1. If you have multiple UniFi Talk deployments associated with your Ubiquiti account, you’ll see a list of previous deployments to select from. Hover over the information tooltip to view the phone numbers associated with each deployment.
    2. Select the deployment with the phone numbers that you want to recover or migrate.

      previous-install-detected.png

  3. Click the Next button to continue setup.
  4. On the Setup Device(s) page, you’ll now have the option to assign your recovered or migrated phone numbers to users and devices. These are available for selection from the Number / Area Code dropdown menu. Make your selections and click Next.

    setup-device.png

  5. Complete the UniFi Talk setup process to finish recovering or migrating your Talk subscriptions and phone numbers.

Notes: A Talk subscription can only be active on a single UniFi OS Console. If you use this option during the UniFi Talk setup process while a subscription is still active on another UniFi OS Console, your subscription(s) will be transferred and will no longer be accessible from that device.

If you’re still having trouble making and/or receiving calls, please contact Ubiquiti Support.

Was this article helpful?
0 out of 0 found this helpful