In all cases, contact your supplier for product support. Ingate customers who require support services should obtain a support contract, also available through the vendor, reseller or distributor. Users with a support contract are welcome to contact Ingate’s support desk with any questions or issues regarding Ingate products.

You can prevent most SIP problems when you run the Startup Tool (SUT) first.

Most support errands are resolved by reading or searching our manuals.

Did you forget your admin password? Then check our How to section.

The key to a rapid response is preparation

Before contacting support regarding SIP, the following are requirements:

  1. Set the Ingate time-zone+time (NTP server) accurately – Why?


  2. Stop other traffic through the Ingate – Why?

  3. Note the time at the bottom of the page. Start a packet capture on the Ingate (and other end points) - Why?


  4. Complete the call and note the time at the bottom of the page

  5. Stop the packet capture on the Ingate, save it locally, zip it up – How?

  6. Export a support report – How?

  7. What is your Ingate serial number? Where and When did you purchase it?

  8. List each IP (phones, pbx, itsp etc) on a network diagram


  9. Detail the SIP call – Who? What appened? What did you expect? Where? When?

  10. Send the support report+packet capture+network diagram to one of the below Ingate centres. Too big?

Ingate Support Europe


Ingate Support North America


Operational Hours: Monday – Friday 9:00am to 6:00pm EST (UTC-5)
Toll Free: +1-866-809-0002
NA DID: +1-864-551-4216

For Chat with Support North America click "Chat now" down in right corner.
The chat is avaiable during the Operational hours.

In cases where onsite assistance is necessary, Ingate can dispatch a technician. Technician hourly and travel rates are not included in the support contracts included with the purchase of any Ingate product. These fees are determined on a case-by-case basis.

For non-support related information about Ingate Systems, please contact us.

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