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FAQ

On this web page, frequently asked questions are listed. If there are any concerns or questions, please read this before contacting us to see if you can find answers here.


FAQ TOP > About PHYTTER


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During a video conference with several people, sometimes the line becomes intermittent and difficult to hear. What should I do?

The audio quality of the video conference depends on the host’s (caller’s) internet environment. If the host has a slow internet connection, the other participant's audio will be affected. We recommend the host using a fast internet connection such as FTTH (Fiber to the Home).

Can I use PHYTTER on multiple computers?

You can install iPhytter in more than one device but cannot use the same user ID (Phytter Name) at the same time in different locations.

Are calls from PHYTTER to PHYTTER free?

Yes. It is free to call anywhere in the world through PHYTTER to another person on PHYTTER.

The audio gets cut off during a conversation.

The connection status may be low. Please hang up and try again. If you still have the problem, please try again after a little while.

What is the cost of a call?

Please check fee page in About section.

An unknown number is shown on the number display when calling a landline or cellphone from PHYTTER.

CALL ME number will be displayed if you have the CALL ME service (number assigning service by PHYTTER), when calling from PHYTTER to a regular phone.

Can I call toll free numbers or emergency numbers such as 911 with PHYTTER?

NO. Please call from a landline or cellphone.

After installing PHYTTER, the Window’s security warning appeared.

When you see the Window’s security warning, please click the “unblock” button. For customers who are using additional security software, please see the manual of the software to resolve security issues.

Is there any country to which you cannot connect?

You may not be able to connect to countries which are not listed in the fee list.

I cannot call the speed dial number which I have set in ON THE GO.

The speed dial feature is only for ON THE GO from a cellphone or landline. It is not supported by PHYTTER.

How can I reset my SIP account?

Please see the instructions below;

  1. Right click on the main display of PHYTTER.
  2. Click “SIP Account Settings”
  3. When the new window appears, click “Property”
  4. When the “Account Property” window appears, go to the“Account” tab, and enter your PHYTTER name and password.
  5. The “Display Name” must be in English one-byte characters.
  6. Click “OK”
  7. You will return to the “SIP Account Setting” window and make sure that “Enable” is checked.
  8. Click “Close”.
How can I reset the license key?

Please follow the instructions below.

  1. Right click on the main display of PHYTTER.
  2. Click “About”
  3. “About PHYTTER” window opens. Click “License”
  4. ”Enter License Key” window opens. Then enter your license key and click “OK”.
  5. Click “OK” on “About PHYTTER” window.

※If you need to confirm your license key, log in to the PHYTTER official site and go to “Download” page. When you click the blue “download” button, you will see your license key. Use the “Copy” and “Paste” function to record your license key.

While installing PHYTTER, I see the message, “unknown program is requesting to access to your system.” What should I do?

Check the program name as “PHYTTER” and click “Accept (A)”

When I call from a landline or cellphone from PHYTTER, the other party (either on a landline or cellphone) hears my voice echoing. What should I do?

Please see the instructions below.

1) PHYTTER has acoustic echo cancellation as a standard feature to reduce echo automatically. If your voice echoes, this feature might be turned off. Please use the following instructions.
Open PHYTTER Softphone on the desktop.
There are 3 black icons on the top center of the Main Display. Click the left one with the inverted white triangle.
Click "Options" from the pull down menu.
"Options" window opens. Click "Devices" from the icons on the left.
In both "Headset" and "Speakerphone" sections, make sure that "use acoustic echo cancellation" (AEC) is selected.
If already selected, click "OK" and close the window.
If it is not selected, click the box, hit "Apply" and then "OK" and close the window.
2) Check your surroundings
Even with the acoustic echo cancellation feature on, if you use a microphone and speaker together, the microphone will pick up any noise from the speaker and thus you may hear echoes.
In this case, you can use a headset to reduce the echo. Also, with a USB headset or a handset USB device, the sound quality may increase dramatically.
3) Adjust volume
Echoes may be increased when the volume of the microphone and speaker are too high. Please adjust the volume.
In addition, the echo may be caused by other PHYTTER users. Please have them check everything mentioned above as well.
Can I make a call from a landline or cellphone to PHYTTER?

Yes, if you purchase a CALL ME number. Please refer to the PHYTTER website about the CALL ME feature.

Can I install two PHYTTER software on my computer and use them both?

No. You can install just one PHYTTER on each computer. Also, you can only use one PHYTTER name (User ID) for each PHYTTER.

I have several computers. Can I install PHYTTER on each computer if I use a different ID name even though they are from the same internet network?

You can install only one PHYTTER on one computer. Those who have multiple PHYTTER names (User IDs) can install PHYTTER for each ID for each computer. It can be done on the same internet network.

I can't hear any voice.
1) Headset, Speaker connection
Check your headset/speaker and see if they are correctly connected to the computer.
2) Audio Volume and Mute Settings
Go to Start button on Windows> Program > Accessories > Entertainment > Volume Control.
Check audio volume control, speaker, and WAVE settings. Make sure that it is not set on mute.
3) Audio Volume for the application
The PHYTTER application itself has an audio volume settings. Check the volume settings here as well.
4) Router settings
The ports listed below needs to be usable for PHYTTER on the router settings.
** Contact the manufacturer of the router for operation procedure.

TCP/UDP ports:5060, 6000, 10000-11000, 16002-16009, 16010-16013

If you use WindowsXP or security software which comes as standard feature, it may affect the connection. Temporarily turn it off or open the necessary ports for PHYTTER. Turn off any other personal security software as well.

5) PHYTTER Security Settings
1. Right click on PHYTTER softphone’s main display.
2. Click “SIP Account Settings”
3. Click “Property”
4. Click “Topology” tab
5. Change the settings in “Firewall Traversal” as shown below
--Select “Use local IP address”
--Unselect “Enable ICE”
6) PHYTTER Network Settings
1. Right click on PHYTTER softphone’s main display.
2. Click “Options”
3. Click “Advanced” at the left bottom corner.
4. Change the settings in “Network” as shown below
--Network Connection Speed
Select “Local Area Network (LAN)
Put a checkmark for “Preserve bandwidth during silence periods”

--Call Inactivity
Put a checkmark for “In times of network disruption, automatically hang up calls after:” and set the desired number.
How can I make a call from overseas to the United States?

From anywhere in the world, PHYTTER can be used in the same way. Dial the country code + area code and phone number.

PHYTTER can be used all over the world as long as you have an internet connection and a computer which has PHYTTER installed.

PHYTTER needs at least 300kbps internet speed. There may be problems such as audio being interrupted in the area with narrow bandwidth.

In addition, some countries may restrict internet connections due to their legal structure.

In this case, PHYTTER cannot be used. Also if you are staying at a hotel and have problems using PHYTTER, ask for help to check their router settings for your computer.

When making a call from PHYTTER to PHYTTER, I hear a message that says the call forwarding is not set. What does this mean?

If you hear “The number you are calling does not have call forwarding feature, and cannot be reached. Please try again later,” it means that the other party did not turn on PHYTTER, and did not set the call forwarding system.

During PHYTTER installation, a window popped up, saying, “Failed to write the file. Please check the disk to install if it has enough space, and folder to install if there is any active folder inside.” How can I solve this problem?

“Failed to write the file” message appears when you try to install while PHYTTER program is active.

Please close PHYTTER before installing PHYTTER.

Can I use PHYTTER through either Wi-Fi or Mobile data communication?

If your client meets PHYTTER's system requirements, PHYTTER is available. However we cannot guarantee that all applications will behave the same way.

A call is clear between PHYTTER, but garbled and intermittent from PHYTTER to a landline or cellphone. Why is this so?

A fast internet connection is required for the calls to regular phones from PHYTTER, compared to calls between PHYTTERs.

Therefore, when the line speed is decreased, the calls between PHYTTER remains clear, but calls to regular/cell phones from PHYTTER can be garbled and intermittent. The recommended line speed for PHYTTER is 150kbps (preferably a broadband line above ADSL). Please check your internet speed.

When I call from PHYTTER, the party can hear me but I can't hear anything.

If you call and do not hear the voice of the party, please change the PHYTTER settings following the instructions below.

  1. Right click on the main display of PHYTTER Softphone.
  2. Click on "SIP account setting"
  3. On SIP account screen, click on "Property"
  4. On Account Property screen, click on "Topology" tab.
  5. Please uncheck "Valid ICE" on "Search Firewall" section

"Click "OK"

  1. Close the SIP account screen.
"Registration error 401: Unauthorized" message appears.

The error message "Registration error 401: Unauthorized" appears when something is wrong with the SIP account setting (usually the password was entered incorrectly).

Please enter your password to resolve this issue.

"Registration error 403: Forbidden" message appears.

"Registration error 403: Forbidden" appears if something is wrong with the SIP account setting (usually the username was entered incorrectly).

Please check the items listed below.

1) Please confirm if your PHYTTER name was correctly entered.

2) Please use one-byte English character for your PHYTTER username.

3) Make sure that caps lock is off and username is not entered in uppercase characters.

"Registration error 408: Request Timeout" message appears.

"Registration error 408: Request Timeout" appears when there is no internet connection upon PHYTTER activation.

If your internet is connected, the message will automatically change to "Connected."

If you use "Windows XP" or any security software, the security software can prompt the error. Please turn them off temporarily to confirm if the error message disappears.

If turning the security software off does not solve the problem, please change the PHYTTER settings following the instructions below.

・To stop ICE function(PHYTTER security related function)
1)Right click on the main display of PHYTTER Softphone.
2)Click on "SIP account setting"
3)On SIP account screen, click on "Property"
4)On Account Property screen, click on "Topology" tab.
5)Please uncheck "Valid ICE" on "Search Firewall" section
6)"Click "OK"
7)Close the SIP account screen.
The message "Registration error 503: Service Unavailable" appears.

"Registration error 503: Service Unavailable" appears when there is no internet connection.

If the internet is connected, the message is automatically changed to "connected."

If you use Windows XP or an antivirus software, the "Firewall" can cause the error message. Please turn them off temporarily to confirm if the error message disappears.

If turning the firewall off does not work, please change the PHYTTER setting following the instruction below.

"There is no network available" message appears and I cannot use PHYTTER.

The message "There is no network available" appears when there is no local area network and no internet is available, or LAN cable is not plugged in.

If internet connection is complete, the message will be automatically changed to "Connected"

The message "There is no valid SIP account" appears

This error message appears when the validation box on the SIP account setting window is unchecked, or there is a SIP account setting error (no user name)

"No audio device" message appears.

If you have a "No audio device" message upon PHYTTER activation, the audio device is not connected or recognized by your computer and/or PHYTTER.

The confirmation method for your audio device is below: (for Windows Vista).
1)Click on "Start" button->Pop up window appears
2)Click on "Control panel"->Control panel opens
3)Click on "Hardware and sound"->Hardware and sound window opens
4)Click on "Audio device management" in "Sound"->Sound window opens
5)Click on "Play" and "Record" tab
Please check items listed in this tab
○In "Play" tab, the active speaker is displayed
(The audio device currently used is displayed)
○In "Record" tab, the active microphone is displayed
(The audio device currently used is displayed)
If there is nothing shown, there may be no audio device or audio device may not be recognized by your computer.
Confirmation method for PHYTTER
1)Right click on PHYTTER Softphone main display
2)Click on "Option..."
3)Click on "Device" icon(headphone picture) on option window
4)Please check if the correct audio devices you are currently using are selected for "Speaker device:" and "Microphone device:" in headset and speaker phone section.
What does "Video codec does not match" mean?

If you see the message "Vide codec does not match," that means you made a call using PHYTTER while the video drawer is opened. PHYTTER is trying to send a video signal, but the party does not have any function to receive the video. To prevent this from occuring, close the video drawer while calling.

The error message appears saying

The error message "you cannot use PHYTTER without entering the license key" will not be shown once you enter the license key.

※The setup may not be completed if you set usage limitation for the OS user account.

Please confirm if your license key is set by following the instructions below.

1)Right click on PHYTTER Softphone main display
2)Click on "About"
3)When "About PHYTTER" window is displayed, click on "License"
4)When "Enter license key" window appears, enter your license key and click "ok"
5)Click "ok" button on "About PHYTTER" window.

This is the end of license key setup.

If you see the same error message again after completion of these steps, please contact us.

I cannot push the send/receive button.

When there are some setting errors, the send/receive button cannot be used.

You will be able to use it once the error is solved.

There is no link handler setup window opened.

The link handler setup window is displayed at initial PHYTTER installation only.

If you have installed PHYTTER and set the link handler before, the link handler setup page will not be displayed.

PHYTTER automatically runs when starting up the computer.

If you prefer not to launch PHYTTER upon start-up, please follow the procedure below.

OS settings

1) Click "Start button"

2) Click "All Programs"

3) Delete PHYTTER in Start-Up

Setup on PHYTTER

1) Run PHYTTER

2) Right click on main display of PHYTTER softphone.

Click [Options]

3) Uncheck the checkbox of "Launch when Windows starts" in Basic options.

Click [OK] button.

There is a media delay when talking over PHYTTER.

PHYTTER is a softphoner using internet connection, so there is a lag to send voice data. Thank you for your understanding.

While I am using the PHYTTER video phone, the line is disconnected soon after the call begins.

The video phone is data-intensive compared to the regular audio call.

The bigger the data volume is, the heavier the load for the line is. That heavy load may be the cause of the intermittent call.

Using a high-speed internet line will be the best solution.

Please note that PHYTTER is a communication service that uses an internet connection, so the phone call quality can be lower than the regular phone.

How can I check my current points?

Your current points are displayed at the top of the user's page after login.

I do not know the party's country code.

Please check fee page in About section.

Please tell me how to back up my contacts.

Please follow the procedure below to export or import your contacts.

Export Contacts (Backup)
1) Click "Contacts" menu.
2) A pull down menu opens. Click "Export Contacts."
3) You will see the "Welcome" window. Select the item below then click "Next"
Item: Comma Separated Values(*.csv File)
4) "Export Comma Separated Values" window is open. Click [Create CSV File...]
5) Specify the name and the output location of the Contact file, then click [Save(S)].
6) After returning to "Export Comma Separated Values" window, click [Next>]
7) "Finished" window is displayed. Click [Finished]
This is the end of "Export" procedure.
Import Contacts (Import)
1) Click "Contacts" menu.
2) A pull down menu is open. Click "Import Contacts."
3) You will see "Welcome" window. Select the item below then click "Next>"
Item: Comma Separated Values(*.csv File)
4) "Import From Comma Separated Values" window opens. Click [...]
5) Select the Contact file, then click [Open(O)].
6) After returning to "Import From Comma Separated Values" window, click [Next>]
7) "Finished" window is displayed, then click [Finished]
This is the end of "Import" procedure.
I cannot key in English in PHYTTER softphone.

If you can enter numbers only in PHYTTER main display, please follow the procedure below.

  1. Right click on PHYTTER main display.
  2. Select [Options] on the displayed menu.
  3. Uncheck the checkbox of [Turn letters into digits when typing into the phone*] in the options window.
I cannot use the web camera.

If the web camera is not displayed on the party's window, it may be because:

1. The web camera is not selected in PHYTTER.

  1. Right click on the main display of PHYTTER softphone.
  2. Click "Options…"
  3. Click "Devices (headphones icon)" in options window.
  4. Please check if the web camera you are using is selected in "Camera:" section.

If you cannot select it, that web camera is not recognized by the computer, so please set up the web camera once again.

2. Other software is using the web camera.

The web camera feature may not be available on PHYTTER when other software is using the camera at the same time.

Please close the other software using web camera, then open the camera with PHYTTER.

When I call using PHYTTER, I hear a message that says "You need to separately subscribe to use PHYTTER. Please check our website" and the call is cut off.

If your username in "SIP account setting" is capitalized, you can hear that announcement. Please use lower case only for your PHYTTER user name. Please check the "username" in "SIP account setting"

The other party cannot hear my voice.
(1) Headsets or speaker settings
Please check if your headsets and speaker are properly set and connected.
(2) Audio volume or mute settings (for Windows XP)
Click Windows start button, then All program > Accessory > Entertainment > Volume Control. Check if the volume, speaker and WAVE are properly set.
Also, uncheck the Mute checkbox if selected in each section.
(3) Sound volume of the application.
The application itself has the volume control function. Please check it too.
(4) Router settings
If the port to use PHYTTER is not open, you need to open the ports listed below by resetting the router.
The setting method depends on each modem (router), so please ask the modem (router) manufacturer for more details.
◆TCP/UDP ports: 5060, 6000, 10000-11000, 16002-16009, 16010-16013
(5) Firewall settings
If the port to use PHYTTER is not open, you need to open the ports listed below by (re)setting the firewall.
The setting method depends on each software, so please ask the firewall software manufacturer for more details.
◆TCP/UDP ports: 5060, 6000, 10000-11000, 16002-16009, 16010-16013
If you use Windows XP or a later version of Windows, you may use the personal firewall as standard equipment.
If the ports for using PHYTTER are closed, open them.
(6) PHYTTER Security Settings
1) Right click on PHYTTER softphone’s main display.
2) Click “SIP Account Settings”
3) Click “Property”
4) Click “Topology” tab
5) Change the settings in “Firewall Traversal” as shown below
--Select “Use local IP address”
--Deselect “Enable ICE”
(7) PHYTTER Network Settings
1) Right click on PHYTTER softphone’s main display.
2) Click “Options”
3) Click “Advanced” at the left bottom corner.
4) Change the settings in “Network” as shown below
--Network Connection Speed
Select “Local Area Network (LAN)
Put a checkmark for “Preserve bandwidth during silence periods”
--Call Inactivity
Put a checkmark for “In times of network disruption, automatically hang up calls after” and set the desired number.
Do we need to set up the firewall?

A. If the port to use PHYTTER is blocked by the firewall, it needs to be opened.

  • If the port is blocked, you may see the symptoms listed below;
The party cannot hear your voice.
You cannot hear the party's voice.
Registration error 503 or 403

The setting method depends on each security software, so please ask the security software manufacture for more detail.

Please confirm if the ports listed below are open before the inquiry.

◆TCP/UDP ports: 5060,6000, 10000-11000, 16002-16009, 16010-16013

If you use Windows XP or later version, there is the "personal firewall" as standard equipment.

In the case the ports to use PHYTTER are not open in any reason, please make them open.

Do I have to set up the router?

If the PHYTTER port is blocked, open it.

  • If the port is blocked, you may observe the following:
The other party cannot hear your voice.
You cannot hear the other party's voice.
Registration error 503 or 403

The setting method depends on each router, so please ask the router manufacture for more detail.

Please confirm if the ports listed below are open before the inquiry.

◆TCP/UDP ports: 5060,6000, 10000-11000, 16002-16009, 16010-16013"
Can I transfer my contact list to PHYTTER in another computer?

Yes. You can transfer your contact list by using the "Import and Export" feature.

Please follow the procedure below.

1. Export contacts
1) Click on the "Contacts" menu.
2) A pull down menu appears. Click "Export Contacts."
3) You will see the welcome window. Select the item below then click "Next"
Item: Comma Separated Values(*.csv File)
4) "Export Comma Separated Values" window opens. Click [Create CSV File]
5) Specify the name and the output location of the contact file, then click [Save(S)].
6) After returning to "Export Comma Separated Values" window, click [Next>]
7) "Finished" window is displayed. Click [Finished]

This is the end of "Export" procedure.

2. Transfer the file created by "Export Contact" to the destination computer.
Choose your method of file transfer.
3. Import Contacts
1) Click "Contacts" menu from the destination computer.
2) A pull down menu appears. Click "Import Contacts".
3) You will see a "Welcome" window. Select the item below then click "Next>"
Item: Comma Separated Values(*.csv File)
4) "Import From Comma Separated Values" window is open, then click [...]
5) Select the imported file (by step 2), then click [Open(O)].
6) After returning to "Import From Comma Separated Values" window, click [Next>]
7) "Finished" window is displayed, then click [Finished]

This is the end of the "Import" procedure.

How can I upgrade to the newest version?

To upgrade PHYTTER:

For Windows OS

1. Uninstallation of PHYTTER
1) Please close PHYTTER if it is running.
2) Click [Start] button.
3) Click [Control Panel].
4) Click [Uninstall or change programs].
5) On the "Uninstall or change programs" page, select PHYTTER to delete all PHYTTER from the list of "Installed programs"
2. Installation of PHYTTER
1) Please download the newest PHYTTER version from the download page in the PHYTTER official website.
2) Install the downloaded file to your computer.

This is the end of the PHYTTER upgrade.

How do I create the PHYTTER icon on the desktop?

To create the PHYTTER icon on the desktop:

1) Click "Start" button.

2) Click "All Programs"

3) Click "PHYTTER"

4) Right click "PHYTTER"

5) Click "Send to"

6) Click "Desktop (Create shortcut)"

When calling to American cell phones, the call is connected without ring-back tone.

There are some reports that connection is made without ring-back tone when calling to Verizon cell phones,

This “ring-back tone” problem is not a PHYTTER’s problem, but Verizon’s.

We are now making demands for reform.

Until improved, the call is connected without ring-back tone when calling to Verizon cell phones. Thank you for your understanding.

There is no license key box displayed upon PHYTTER installation.

The license key box is displayed at initial PHYTTER installation only.

If you have installed PHYTTER and entered the license key before, the license key box will not be displayed.

I see the error message: "Registration error 400: Bad Request"

When you see "Registration error 400: Bad Request" message, please restart PHYTTER.

If you still see the same error message after restarting PHYTTER, please uninstall PHYTTER softphone and install it again.

When calling PHYTTER (the status is online), the call is forwarded to the specified destination.

If your call is forwarded to the specified destination when calling PHYTTER online, it may be do-not-disturb mode.

To check the other party's settings:
1. Right click on PHYTTER main display.
2. Click [Privacy Rules]
3. Check if "Allow IM" box of the party is on the [Yes] option.

Selecting "No" will activate do-not-disturb mode.

There are no SIP account settings window displayed upon PHYTTER installation.

The SIP account settings window is automatically displayed only at initial PHYTTER installation.

To display the SIP account settings window:

How to display the SIP account settings window.
1) Right click on main display of PHYTTER softphone.
2) Click "SIP Account Settings"
Can I use the same user ID in more than one device?

You can install iPhytter in more than one device, but you cannot use the same user ID (Phytter Name) at the same time, in a different location.

How can I send video?

Right click a contact in your list and click "video call" to start video call. Another option is to click "Add Video" to send video during an audio call.

Is this supported by Windows RT?

No. It is not supported by Windows RT.

We could not get a video image from iPhytter. What can we do?

Some potential causes :

・An old version of PHYTTER PHONE is used Please update your PHYTTER PHONE following the procedure below.

  1. Sign in to the member’s page
  2. From MEMBER MENU shown on the left of the screen, click download in PHYTTER category
  3. Once download page is displayed, follow the guide to download appropriate application
  4. Once download completes, install the application

・Third party does not send video image

・Android Edition

To send video, tap video mark at the right top corner of call screen of the application.

・iPhone Edition

To send video, slide call screen will appear. Tap send.

I installed PHYTTER PHONE. How can I change the language?

Please see below procedure.

Windows Edition:

1.Click “Softphone” in PHYTTER PHONE menu bar

2.Go to [Settings] > [Application]

3.Select [Language] in [General]

4.In window, click [OK] at bottom right

5.Restart PHYTTER PHONE and language is changed

Mac Edition:

1.Open OS’s [System Configureation]

2.Select [Language and Text] in [System Preference] menu

3.Click [Language] tab

4.In the language list, drag the language you want to use to the top of the list

5.Restart PHYTTER PHONE and language is changed


* PHYTTER PHONE supports English, Japanese, and Chinese only.

If any other languages are set in OS, PHYTTER PHONE displays text in English.

“It was not downloaded from the Mac App Store” is displayed and I could not install the app. How can I install it?
  1. Click Apple mark and go to [System Preferences]
  2. Go to [Security and Privacy] > [General] tab
  3. Go to [Allow applications downloaded from:] and click [Anywhere]
  4. Once alert dialog is displayed, click [Allow From Anywhere]
  5. Reinstall PHYTTER PHONE Mac version
  6. Since security level is lowered, we recommend that the user set the status back to previous level after the installation.

If you cannot click on the buttons on the screen, the settings are locked.

To unlock the settings, click lock icon at the left bottom in the window then start from step 3.

How do I use PHYTTER?

Please see each service guide.