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  • 1.  VOIP phone issues behind InstantOn SG1004

    Posted 01-28-2026 12:22 PM

    Hi all!!

    I'm having some issues with VOIP phones behind the SG1004 firewall.

    Outgoing calls are working fine, but on incoming calls the phone rings but when picking up there's no sound in either direction.
    Our telco provider informed us that this most of the time is caused by SIP ALG, but I can't seem to find an option to disable SIP ALG on the Instant On platform.

    The SG1004 has a public IP, so directly connected to the internet and on the LAN side it is connected to 1830 24g switch, also Instant On. Phones are connected and POE powered by the switch.

    I tried solving the issue by creating some firewall policies but nothing seems to help, disabling Threat Protection has also no influence.

    Does anybody experienced the same issue and found a solution??

    Thx for your input!



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    Ben Limerkens
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  • 2.  RE: VOIP phone issues behind InstantOn SG1004

    Posted 02-04-2026 05:52 AM
    Hi, I'm facing the same issue at a customer site with a SIP line to the provider.
    I've already allowed the following ports for the phone:

    • UDP/TCP 5060
    • UDP/TCP 6000
    • TLS 5061 (signalling)
    • UDP 8000–60000 (voice / RTP)
    I would also like to know where I can enable NAT keep-alive and disable SIP ALG?
    I have purchased several devices, but so far I am quite disappointed: without a proper log showing what is being blocked or interrupted, the device is hardly usable.

    Best regards 
    Yves


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    Yves Poirier
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  • 3.  RE: VOIP phone issues behind InstantOn SG1004

    Posted 05-21-2026 01:08 PM

    Any updates on this? Can SIP be disabled?



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    Brennan Kostyniuk
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    Original Message


  • 4.  RE: VOIP phone issues behind InstantOn SG1004

    Posted 05-22-2026 04:54 AM

    Hi Brennan,

    There has been no update of the software yet, the devices are still running 3.3.2.0. Hopefully the option to disable SIP-ALG is added soon so we can get the VOIP setup working via the SG1004 firewall.



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    Ben Limerkens
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    Original Message


  • 5.  RE: VOIP phone issues behind InstantOn SG1004

    Posted 05-22-2026 10:12 AM

    We have decided we cannot use this in production. The inability to disable SIP and the fact the local web portal does not work to make static IP changes.



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    Brennan Kostyniuk
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    Original Message


  • 6.  RE: VOIP phone issues behind InstantOn SG1004

    Posted 06-03-2026 10:46 AM

    JFYI:
    Someone from HP contacted me some time ago, on February 25, 2026, and sent me the following message:

    Thank you for the detailed information. We understand that disabling SIP ALG is largely recommended and we working on this.
    We will try to reproduce this issue internally and validate if disabling SIP ALG resolve the issue.

    Cheers Yves



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    Yves Poirier
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    Original Message


  • 7.  RE: VOIP phone issues behind InstantOn SG1004

    Posted 5 days ago

    Hi,

    The Instant On Software 3.4.0 did an enhancement to firewall, adding a knob to turn on/off, Application Layer Gateway control for SIP, H.323, RTSP, FTP, and TFTP.

    Hope this addresses your issue.

    Thank you!



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    Rashmi Gopalakrishna
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    Original Message


  • 8.  RE: VOIP phone issues behind InstantOn SG1004

    Posted 6 days ago

    Hi all,

    End of June software version 3.4.0 has been released and brings the option to disable SIP ALG, as stated in the release notes.

    Version 3.4.0
    This version includes the following:
    - Instant OnAccessPoint software version 3.4.0.
    - Instant OnSwitch software version 3.4.0.
    - Instant OnSecureGatewaysoftware version 3.4.0.
    - Application Layer Gateway control for SIP, H.323, RTSP, FTP, and TFTP.

    Has somebody been able to upgrade their SG1004 and test disabling SIP ALG so VOIP is working finally?

    Thx for any reaction on this!



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    Ben Limerkens
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