Infinity 3065 Dropped Calls: Causes and Solutions

E-MetroTel Infinity 3065 Support

Infinity 3065 Dropped Calls: Causes and Solutions

Are calls disconnecting on several computers using Infinity 3065? Follow these practical tests to determine whether the problem is caused by Wi-Fi, the Internet connection, the router, the firewall or the computer.

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1

Perform these two tests first

Test A: Connect one computer by Ethernet

Connect one affected computer directly to the router or network switch. Close and restart Infinity 3065, then make several test calls.

  • Calls remain stable: the Wi-Fi network is probably the cause.
  • Calls still drop: investigate the Internet service, router, firewall or UCX system.

Test B: Use a mobile hotspot

Disconnect the same computer from the client's Wi-Fi and connect it to a cellphone hotspot. Restart Infinity 3065 and repeat the test calls.

  • Calls remain stable: the client's network or Internet connection is the likely cause.
  • Calls still drop: check the computer, Infinity 3065 profile or UCX configuration.
2

Run the Infinity 3065 network test

In Infinity 3065, open Settings → Support → Run Network Test.

Measurement Recommended Possible problem
Packet loss 0% More than 1%
Jitter Below 20 ms Above 30 ms
Latency Below 100 ms Above 150 ms

Even a brief Wi-Fi interruption or burst of packet loss can disconnect a VoIP call.

3

Apply the recommended corrections

Router and firewall

  • Disable SIP ALG, SIP Helper, SIP Inspection or similar features.
  • Verify that the firewall is not closing NAT sessions prematurely.
  • Allow Infinity 3065 traffic through network-security software.

Wi-Fi network

  • Use Ethernet for employees who handle frequent calls.
  • Use 5 GHz Wi-Fi where the signal is strong.
  • Check access-point coverage, placement and load.
  • Avoid repeaters and frequent roaming between access points.
  • Update router and access-point firmware.

Internet and voice priority

  • Enable Quality of Service (QoS) and prioritize voice traffic when supported.
  • Check whether backups, cameras, file transfers or video meetings are saturating the connection.
  • Pay particular attention to upload speed, packet loss and connection stability.

Windows computers

  • Allow Infinity 3065 through Windows Firewall and security software.
  • Disable the Wi-Fi adapter option that allows Windows to turn off the device to save power.
  • Update the Wi-Fi adapter driver and temporarily test with Windows set to Best performance.
4

Identify the pattern

What happens? Likely cause
Everyone's calls drop at the same time Internet service, router, firewall or UCX connection
Only one user is affected Computer, Wi-Fi signal, network adapter or access point
The call drops when the user moves Roaming between Wi-Fi access points
Calls drop after a similar amount of time NAT/firewall timeout or SIP ALG
5

Collect information for technical support

Open Settings → Support and enable Debug Logging. Reproduce the problem once, then download the application logs.

Need assistance?

We can help identify the cause

Communication Main Libre can review the test results, network conditions and Infinity 3065 logs with you.

Contact technical support

Technical references

Infinity 3065 User Guide Infinity 3065 Troubleshooting