Onboarding troubleshooting
Last updated: 2026-08-17
This guide covers the problems that most often show up during the first few days with a new Dromlik phone system — from the activation email that never arrived to inbound calls that don't reach the right destination. Each section describes the symptom, the usual cause, and the fix.
Activation email not received
Symptom. You've ordered your system but the activation email — the one containing your portal address and setup link — hasn't arrived.
Cause. Almost always a spam or quarantine filter at your email provider.
Fix. Search your junk and quarantine folders for messages from the Dromlik provisioning sender, and add that address to your safe-sender list. If it still isn't there, check with your administrator that the order was placed against the correct email address, then ask support to resend it.
Activation link doesn't work
Symptom. The activation page won't load, spins forever, or shows an error.
Cause. An unsupported or heavily extended browser, or a corporate proxy rewriting the link.
Fix. Open the link in an up-to-date Google Chrome window (an incognito window rules out extensions). If your network forces traffic through a proxy or web filter, try from a connection that doesn't.
Auto provisioning fails for IP phones
Symptom. A phone you added to the provisioning list never pulls its configuration.
| Likely cause | What to do |
|---|---|
| The phone is still claimed by another PBX in the vendor's redirection service. | Remove the phone from the other system's provisioning list, factory reset it, then provision it again. |
| The provisioning server URL on the phone doesn't match the link generated in Dromlik. | Copy the URL from the provisioning entry in Dromlik and paste it into the phone's auto-provision settings exactly — including protocol and any path. |
| The phone rejects the server certificate. | Upgrade the phone to the latest firmware, or temporarily disable "only accept trusted certificates" on the phone to confirm the cause. |
| The phone can't reach the internet or DNS. | Check VLAN, DHCP option settings, and that outbound HTTPS is allowed for the phone subnet. |
Trunk registration fails
Symptom. A SIP trunk to your service provider stays in an unregistered or failed state.
- 1
Re-check the credentials
Username, password, and domain are case sensitive and are frequently copied with a trailing space. Retype them rather than pasting.
- 2
Switch the transport to DNS-NAPTR (register trunks)
Some providers publish NAPTR/SRV records and run several proxies for load balancing. Go to Extension and Trunk › Trunk, edit the trunk, set Transport to DNS-NAPTR, then save and apply.
- 3
Confirm IP requirements (peer trunks)
A few providers only accept traffic from a dedicated fixed public IP address. If your instance shares an outbound proxy, contact Dromlik support to have a dedicated proxy assigned.
- 4
Check the provider side
Verify with your provider that the trunk is enabled, that your IP or domain is allow-listed, and that the expected registration interval matches.
Inbound calls don't reach the right destination
Symptom. Calls arrive on the trunk but land nowhere, or hit the wrong route.
Cause. The DID/DDI pattern doesn't match the number format your provider actually sends. Some providers send the number as dialled, others send it in full international format with a country code.
Fix. Add every possible pattern in both places:
- On the trunk — go to Extension and Trunk › Trunk, edit the trunk, open the DIDs/DDIs tab and add each number your provider may present.
- On the inbound route — go to Call Control › Inbound Route, edit the route, and add the same patterns under DID Pattern.
Then place a test call and check the call logs and troubleshooting tools to confirm the number that actually arrived.
Outbound calls are rejected
- Confirm the extension is a member of an outbound route with permission to use the trunk.
- Check the dial pattern and strip/prepend digits — a missing leading 0 or +46/+353 is the usual culprit.
- Verify the outbound caller ID is a number your provider has authorised for your account.
Still stuck?
Gather the extension number, the exact time of the failed call, and the number dialled, then run a packet capture while reproducing the problem. That trio of details lets support pinpoint the issue on the first pass.