AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

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Resolving Unable to connect: Connection Failure error on the Office@Hand Softphone
Article #5198

Summary: Softphone shows Unable to connect: Connection Failure on the display

This article will guide you how to resolve an error message Unable to connect: Connection Failure on the Softphone’s display.

Internet Connection

Ensure that you have a stable Internet Connection. If you are unable to access the Internet, you will not be able to connect to the Office@Hand service. Call your Internet service provider for assistance.


Ensure you have the correct username and password on the Softphone. Try to login to your Office@Hand online account and ensure you are entering the same username and password to your Softphone.

Change Local Ports

Change your Softphone local ports. Select between 5060 – 5090 (i.e 5061, 5062, 5070…5090)

Step 1:
Click on Menu, then select Options.

Actions in the photo are explained in the text.

Step 2:
Check if Login Credentials are correct on the Account Information screen.

Step 3:
Click the (+) Plus or Expand sign beside Account Information, then click on Connection.

Step 4:
Change the Local Port.

Actions in the photo are explained in the text.

Step 5:
Click OK.

Computer Firewall Settings
Ensure that the Office@Hand Softphone is permitted or fully allowed to operate in your computer. Go to Control Panel > Windows Firewall and allow the Office@Hand Softphone.

Router Firewall Settings
Consider checking the firewall settings of your router. Make sure that the ports used for Office@Hand or VoIP is already added to exception rules. Refer to your Internet Service Provider to assist you on your router. Make sure they have added rules to allow the ports listed below:

• UDP: 5060-5090
• UDP: 16384-16482
• UDP: 8000-8200

Reinstall Softphone
Try to uninstall and reinstall the Softphone. If the issue still persists, contact our Support for further assistance.