# Intercom Not Registering (Device Not Available)

## Symptoms

The intercom device does not register in CoCoS and remains in a **not available** state.

- Ping is successful but the device is not available
- Ping is unsuccessful
- Intercom shows **Not Registered** after configuration
- Intercom does not appear online in CoCoS

#### Details

This issue can be identified as follows:

- The intercom is configured and saved in its web interface
- The device responds to network tests (such as ping)
- In CoCoS, the device remains **not registered**
- The status does not change over time

This indicates that the device can be reached over the network, but registration to the system is not successful.

## Cause

#### Incorrect Credentials

The username or password configured in the intercom does not match the credentials configured in CoCoS.

This can happen when:

- Credentials are copied incorrectly
- A wrong device configuration is used

#### Incorrect SIP Transport or Port

The configured SIP transport (for example UDP or TCP) does not match the configuration in CoCoS.

Additionally:

- The selected port may be incorrect
- The selected port may be blocked by the network

#### Incorrect Server Address

The intercom is trying to register to the wrong server address.

Examples:

- Using an external IP address from an internal network
- Using an internal IP address from an external network

#### Network Restrictions

Even when ping is successful, other network issues may block registration:

- Firewall rules blocking SIP traffic
- NAT configuration issues
- Required ports not open

## Solution / Resolution / How To

#### Verify Credentials

<table border="1" id="bkmrk-1.-open-the-intercom" style="border-collapse: collapse; width: 100%; height: 134.886px;"><colgroup><col style="width: 50%;"></col><col style="width: 50%;"></col></colgroup><tbody><tr style="height: 29.5227px;"><td style="height: 29.5227px;">**1.** Open the intercom configuration interface</td><td style="height: 29.5227px;">  
</td></tr><tr style="height: 29.5227px;"><td style="height: 29.5227px;">**2.** Locate the SIP account or registration settings</td><td style="height: 29.5227px;">  
</td></tr><tr style="height: 46.3182px;"><td style="height: 46.3182px;">**3.** Compare the username and password with the CoCoS device configuration</td><td style="height: 46.3182px;">  
</td></tr><tr style="height: 29.5227px;"><td style="height: 29.5227px;">**4.** Correct any mismatches and save the configuration</td><td style="height: 29.5227px;">  
</td></tr></tbody></table>

## References

- [Troubleshooting TLS Transport Registration Issues](https://knowledgebase.cocos.software/books/cocos/page/troubleshooting-tls-transport-registration-issues-in-intercom)
- [Unstable registration status](https://knowledgebase.cocos.software/books/cocos/page/unstable-intercom-connection-despite-stable-network-ping-ok)