FAQ

Quick answers to frequently asked questions. For detailed troubleshooting, see Sniffer Troubleshooting and GUI Troubleshooting.

Quick Navigation

General	Configuration	Licensing	Audio & Files
Architecture Platform Support CDR View	Protocols & Ports RTP & Quality Capture Rules	Channels & Limits HWID Issues License Transfer	Recording Limits Codec Support PCI/CALEA

General & Architecture

How does VoIPmonitor scale for high traffic?

For hardware recommendations and optimization of CPU, Disk I/O, and Database bottlenecks, see Scaling and Performance Tuning.

How do I manage disk space and database retention?

See Data Cleaning and Retention for PCAP cleanup (cleanspool) and CDR retention settings.

Can I run multiple GUI instances for redundancy?

Yes. Requirements:

• All GUIs connect to the same database
• PCAP storage accessible via NFS/SSHFS
• Same key.php license file on each GUI

⚠️ Warning: CRITICAL: Enable the cron job on only ONE GUI instance. Multiple active cron jobs cause duplicate alerts and reports.

# Disable on secondary GUIs:
# * * * * * root php /var/www/html/php/run.php cron

Can one GUI display data from multiple sensors?

Yes. Use the Client-Server architecture (v20+):

• Local Processing (packetbuffer_sender=no): Sensors analyze locally, send CDRs only
• Packet Mirroring (packetbuffer_sender=yes): Sensors forward raw packets to central server

See Distributed Architecture for full configuration.

Platform Support

What architectures are supported?

Component	Supported	Notes
Sensor	x86 (32/64-bit), ARMv7/v8	Compile from source for ARM64
GUI	x86 only	Not supported on ARM64/aarch64

Can I run VoIPmonitor on AWS?

Yes. For license detection: chmod 644 /dev/root

• Stop/Start instance: HWID usually preserved
• Terminate/Launch new: HWID changes, requires new license key

Is Docker supported?

Yes, but ensure /proc/self/cgroup content doesn't change between restarts (affects HWID stability).

Are cloud databases (RDS, Azure) supported?

Yes. Requires MySQL-compatible database with SUPER privilege. If unavailable, set:

log_bin_trust_function_creators = ON

Why is mysql_native_password deprecated?

PHP 7.4.4+ supports caching_sha2_password natively. Upgrade PHP and reinstall IonCube Loader. See GUI Installation.

CDR View

What does the red icon mean?

Indicates which party sent the BYE message (ended the call).

How do I filter with regular expressions?

Prefix with R(). Example: R(^500[0-9]{4}$)

How do I exclude values from filters?

Use ! prefix:

• !123456 – exclude specific number
• !00420% – exclude prefix
• 222%, !223% – include 222*, exclude 223*

How do I search multi-word strings in custom headers?

Use underscore for spaces: %normal_call_clearing%

Why are caller/called numbers swapped?

VoIPmonitor extracts from SIP headers (From/To). Check destination_number_mode setting. See CDR Documentation.

Why is there a delay before CDRs appear?

Database can't keep up. See SQL Queue Troubleshooting.

Protocols & Ports

Which protocols are supported?

Supported	Not Supported
SIP, Skinny/SCCP, MGCP, SS7/ISUP, Diameter, RTCP	H.323, MEGACO/H.248

Why don't I see SIP on ports other than 5060?

Configure additional ports in voipmonitor.conf:

sipport = 5060,5080,8088,8089

See sipport configuration.

How do I enable IPv6?

Set ipv6=yes in config. Existing databases require migration. See IPv6 Guide.

How do I capture REGISTER messages?

Set sip-register=yes. See REGISTER Monitoring.

How do I capture DTMF?

dtmf2db = yes           # RFC2833 and SIP INFO
inbanddtmf = yes        # G.711 only, CPU intensive

RTP & Quality Metrics

Why are quality metrics (MOS, jitter) missing for one call leg?

Usually NAT mismatch – SDP announces different IP than actual RTP source.

Solution: Configure natalias mapping:

# Map public IP to private IP
natalias = 1.2.3.4 10.0.0.100

See NAT Configuration for details.

Why is RTP not correctly associated after moving SIP/RTP to different NICs?

Enable memory blocks for multi-interface scenarios:

auto_enable_use_blocks = yes

Why do recordings mix audio from different calls?

Enable SDP verification on both sides:

rtp_check_both_sides_by_sdp = yes

Licensing

How are license channels calculated?

Based on maximum concurrent calls (averaged hourly, checked daily). View in Tools → System Status → Concurrent calls.

• Calls are deduplicated if last 6 digits of caller/called match within ±10 seconds
• 487 Request Terminated responses are NOT counted

What happens if I exceed my limit?

Duration	Effect
1-2 days	Warning only, self-clearing
3+ consecutive days	GUI blocked

How do I unblock a locked GUI?

In Settings > License, click get/update license key – this grants a temporary increase automatically.

I get "Invalid or corrupted hwid" error. What do I do?

Common causes:

1. Incomplete key: Copy the entire multi-line license key, not just the first line
2. Wrong field: Use "License token" for short tokens, "License key" for full multi-line keys
3. AWS: Run chmod 644 /dev/root
4. Docker: Ensure container ID doesn't change on restart
5. Trial on different machine: Contact support for a pre-generated key

I get "license file key.php is for another hwid" after hardware change?

In Settings > License, click get/update license key then recheck to fetch new key for current HWID.

I get "Bad Key Content" error?

You're using the wrong field. Short tokens go in "License token" field, then click "get/update license key".

How do I transfer a license to a new server?

1. Get token from old GUI (Settings > License) or customer portal
2. On new GUI: paste token, click get/update license key
3. IMPORTANT: Disable cron on old server to prevent conflicts

Can I use one license on multiple servers (test/dev)?

Yes. Contact support to reconfigure your token for multiple HWIDs.

What are the available license tiers?

10, 35, 50, 100, 150, 200, 350, 500, 750, 1000, 1250, 1500, 1750, 2000

Audio & PCAP Files

Why does call recording stop after exactly 4 hours?

Default absolute_timeout = 14400 (4 hours). Increase or disable:

absolute_timeout = 43200   # 12 hours
# absolute_timeout = 0     # Unlimited (watch memory usage)

Why are WAV files missing for non-G.711 codecs (Opus, G.729)?

Requires vmcodecs binary from GUI package. Install GUI, then restart sensor.

Why is audio playback garbled?

DTLS-SRTP encryption. Configure SSL Key Logger for decryption. See TLS/SRTP Decryption.

Why can't I download PCAP files?

Files deleted by retention limits. Check:

grep maxpoolsize /etc/voipmonitor.conf
grep maxpooldays /etc/voipmonitor.conf

Increase limits and restart. See Data Cleaning.

Why does downloaded PCAP have fewer packets than GUI shows?

Pcap deduplication before download is enabled. Disable in Settings > System Configuration > Advanced.

How do I bulk download audio/PCAP files?

Use GUI API. See Bulk Download Guide.

Can VoIPmonitor detect voicemail calls?

No automatic detection by analyzing RTP audio. Workarounds:

• Filter by voicemail pilot number
• Track SIP 302 redirects (save_sip_history = all)
• Capture custom SIP headers your PBX adds

How do I convert WAV to OGG?

cd /var/spool/voipmonitor
find ./ -name '*.wav' -exec bash -c 'ffmpeg -i "$0" -vn -acodec libvorbis "${0%.wav}.ogg"' {} \;
find ./ -name '*.wav' -exec rm -f {} \;
chown -R www-data:www-data ./

How do I enable live call listening?

Edit configuration.php:

define('DISABLE_LIVEPLAY', false);

See GUI Configuration for details.

Why is transfer throughput to external storage (S3, CloudBerry) limited?

VoIPmonitor does not impose speed limits on external storage transfers. If you see artificial throughput caps (e.g., 40 Mbps):

1. Verify bandwidth from your host to the internet is sufficient
   
2. Check third-party tool configuration (e.g., CloudBerry, s3fs, rclone) - the bottleneck is typically in these tools, not VoIPmonitor
   
3. For controlled bandwidth limiting, use rsync via cron job with --bwlimit or the tar_move option - both allow bandwidth management

Administration

How do I reset admin password?

See User Management.

How do I fix GUI after PHP/OS upgrade?

Re-run installation. See Re-install GUI.

How do I enable debug mode?

Add ?debug=31415 to URL. See GUI Debug Mode.

How do I fix "Unknown column" errors after database upgrade?

Access: https://your-gui/admin.php?check_tables=1

ℹ️ Note: Do NOT use "Check MySQL Schema" button in Tools - that's for millisecond precision only.

Can I run multiple sensor instances on one host?

Yes. See Multiple Instances Guide.

Users from the same organization cannot view each other's support tickets. How can we share access?

Support tickets are associated with individual email addresses. To enable team-wide ticket visibility, merge all user accounts under a single main email address. Contact VoIPmonitor support to consolidate multiple accounts into one organization account.

VoIPmonitor.org Portal & Account

I registered on voipmonitor.org but did not receive the verification email. What should I do?

This applies to account registration on the voipmonitor.org website/portal (not SIP REGISTER messages):

1. Check your spam/junk folder – verification emails sometimes get filtered by email providers
2. Verify the email address you entered during registration was typed correctly
3. If you still cannot find the verification email, contact support at support@voipmonitor.org

I created an account on the website but cannot log in. What should I do?

1. Ensure you have verified your email address by clicking the link in the verification email
2. Check your spam folder for the verification email
3. Contact support@voipmonitor.org for assistance with account issues

Compliance

PCI Compliance

How do I disable audio recording?

savertp = header    # Headers only, no audio
savertp = no        # No RTP at all
dtmf2db = no        # No DTMF to database
dtmf2pcap = no      # No DTMF to PCAP

How do I selectively record calls?

Use Capture Rules to enable/disable recording based on IP, number, or SIP headers.

How do I disable live listening?

• Settings > System Configuration > Advanced: Enable "Hide live play" and "Hide WAV play"
• Edit configuration.php: define('DISABLE_LIVEPLAY', true);
• Edit config/system_configuration.php: define('DISABLE_LIVE_SNIFFER', true);

ℹ️ Note: Understanding audio in VoIPmonitor: By default, the GUI extracts audio on-demand from stored RTP packets in PCAP files (when savertp = yes). The saveaudio option creates pre-generated audio files and is NOT required for audio playback. Setting savertp = header disables audio playback because RTP payload is not stored. See Audio Playback vs Pre-Generated Files for details.

CALEA Compliance

How do I export data to CALEA systems?

Use GUI API methods getPCAP and getVoiceRecording. See CALEA Integration Guide.

See Also

• Sniffer Troubleshooting - packet capture, missing CDRs
• GUI Troubleshooting - HTTP 500, database issues
• Sniffer Configuration Reference
• Licensing Details
• Data Cleaning and Retention

AI Summary for RAG

Summary: Frequently Asked Questions covering all aspects of VoIPmonitor including website account registration on voipmonitor.org portal, licensing and HWID issues, platform support (AWS, Docker, ARM), audio recording and PCAP files, RTP quality metrics, CDR filtering, protocol support, PCI/CALEA compliance, and administration. For portal registration issues where verification email was not received, users should check spam folder, verify email address correctness, and contact support@voipmonitor.org.

Keywords: FAQ, registration, verification email, account, login, voipmonitor.org, portal, website registration, spam folder, support@voipmonitor.org, license, HWID, Invalid or corrupted hwid, Bad Key Content, license transfer, channels, concurrent calls, AWS, Docker, ARM, x86, MOS, jitter, NAT, natalias, absolute_timeout, recording limit, 4 hours, WAV, vmcodecs, G.729, Opus, PCAP, savertp, PCI, CALEA, password reset, debug mode, regex filter, CDR, SIP ports

Key Questions:

• I registered but did not receive the verification email
• I have not received verification email after registration
• Cannot log in to voipmonitor.org account
• How to contact VoIPmonitor support
• Invalid or corrupted hwid error
• License file is for another hwid
• How are license channels calculated
• What happens if I exceed license limit
• Why are quality metrics MOS jitter missing
• Why does recording stop after 4 hours
• Why are WAV files missing for G.729 Opus
• How to filter with regex in CDR
• Which protocols are supported
• How to disable audio recording PCI compliance
• How to reset admin password