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Troubleshooting call end response codes for Calling SDK, Call Automation SDK, PSTN, Chat SDK, and SMS SDK

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This article describes troubleshooting call end response codes for Calling SDK, Call Automation, and PSTN calling.

Troubleshooting tips

Consider the following tips when troubleshooting:

  • Your application isn't receiving an IncomingCall Event Grid event: Make sure the application endpoint is validated with Event Grid when creating an event subscription. The provisioning status for your event subscription is marked as succeeded if the validation was successful.
  • For error The field CallbackUri is invalid: Call Automation doesn't support HTTP endpoints. Make sure the callback URL you provide supports HTTPS.
  • The PlayAudio action doesn't play anything: Currently only Wave file (.wav) format is supported for audio files. The audio content in the wave file must be mono (single-channel), 16-bit samples with a 16,000 (16 KHz) sampling rate.
  • Actions on PSTN endpoints aren't working: For CreateCall, Transfer, AddParticipant, and Redirect to phone numbers, you need to set the SourceCallerId in the action request. Unless you're using direct routing, the source caller ID must be a phone number owned by your Communication Services resource for the action to succeed.

For more information about issues tracked by the product team, see Known issues.

Note

Message and Result Categories listed in the following tables are in public preview. For more information, see Supplemental Terms of Use for Microsoft Azure Previews.

Understanding calling codes and subcodes errors

Error codes, subcodes, and corresponding result categories help developers identify and diagnose errors. These error codes are exposed through the call.callEndReason property after a call ends.

Error code details include:

Code - are 3 digit integers representing client or server response status. The code categories:

  • Successful responses (200-299)
  • Client error (400-499)
  • Server error (500-599)
  • Global error (600-699)

Subcode - Are defined as an integer, where each number indicates a unique reason, specific to a group of scenarios or specific scenario outcome.

Message - Describes the outcome, and provides hints how to mitigate the problem if an outcome is a failure.

ResultCategory - Indicates the type of the error. Depending on the context, the value can be Success, ExpectedError, UnexpectedClientError, or UnexpectedServerError.

Azure Communication Services Calling SDK client error codes and subcodes

For client errors, if the resultCategories property is ExpectedError, the error is expected from the SDK's perspective. Such errors are commonly encountered in precondition failures, such as incorrect arguments passed by the app, or when the current system state doesn't allow the API call. The application should check the error reason and the logic for invoking API.

Subcode Code Message Result category Advice
40101 408 Failed to create CallAgent. Try again, if issue persists, gather browser console logs, .HAR file, and contact Azure Communication Services support. UnexpectedClientError
40104 408 Failed to create CallAgent. Try again, if issue persists, gather browser console logs, .HAR file, and contact Azure Communication Services support. UnexpectedClientError
40114 408 Failed to connect to Azure Communication Services infrastructure. Try again and check the browser's network requests. If the requests keep failing, gather browser console logs, .HAR file, and contact Azure Communication Services support. UnexpectedClientError For more information, see network requirements.
40115 412 Failed to create CallAgent, unable to initialize connection to Azure Communication Services infrastructure. Try again and check the browser's network requests. If the requests keep failing, gather browser console logs, .HAR file, and contact Azure Communication Services support. UnexpectedClientError For more information, see network requirements.
40216 500 Failed to create CallAgent. Try again, if issue persists, gather browser console logs and contact Azure Communication Services support. UnexpectedClientError
40228 409 Failed to create CallAgent, an instance of CallAgent associated with this identity already exists. Dispose the existing CallAgent, or create a new one with a different identity. ExpectedError
40230 409 Failed to create TeamsCallAgent, an instance of TeamsCallAgent associated with this identity already exists. Dispose the existing TeamsCallAgent before creating a new one. ExpectedError
40606 405 Failed to enumerate speakers, it isn't supported to enumerate/select speakers on Android Chrome, iOS Safari, nor macOS Safari. ExpectedError Speaker enumeration/selection isn't supported on Android Chrome, iOS Safari, nor macOS Safari. The operating system automatically selects the speaker (output device).

Learn more about device management and how to best mitigate these issues.
40613 400 Failed to obtain permission for microphone and/or camera usage, it was denied or it failed. Ensure to allow the permissions in the browser's and in the OS settings. ExpectedError Learn more about how to best handle device permissions.
40614 500 Failed to ask for device permissions Ensure to allow the permissions in the browser's settings and in the OS settings and try again. If issue persists, gather browser console logs and contact Azure Communication Services support. UnexpectedClientError Learn more about how to best handle device permissions.
41006 400 Failed to accept the incoming call, it isn't in the Ringing state. Subscribe to CallAgent's incomingCall event to accept the incoming call. ExpectedError Consult the following articles to identify the root cause of the issue
- Receive an incoming call
- Subscribe to SDK events
41007 400 Failed to reject the incoming call, it isn't in the Ringing state. Subscribe to CallAgent's incomingCall event to reject the incoming call. ExpectedError Consult the following articles to identify the root cause of the issue
- Receive an incoming call
- Subscribe to SDK events
41015 500 Failed to mute microphone. Try again, if the issue persists, gather browser console logs and contact Azure Communication Services support. UnexpectedClientError
41016 400 Failed to unmute microphone. Try again, if the issue persists, gather browser console logs and contact Azure Communication Services support. UnexpectedClientError
41025 400 Failed to start video, LocalVideoStream instance is invalid or empty. Pass in a LocalVideoStream instance. ExpectedError Make sure the object passed in to start video is an instance of LocalVideoStream.
Construct a LocalVideoStream using a VideoDeviceInfo object or a MediaStream object.

Consult the following articles to identify the root cause of the issue:
- Place a call with video camera
- Start and stop sending local video while on a call
- Access raw video
41027 400 Failed to start video, video is already started. ExpectedError Helpful links:
- Place a call with video camera
- Start and stop sending local video while on a call
41030 400 Failed to stop video, video is already stopped. ExpectedError Helpful links:
- Place a call with video camera
- Start and stop sending local video while on a call
41032 400 Failed to stop video, invalid argument. LocalVideoStream used as an input is currently not being sent. ExpectedError The LocalVideoStream that is being sent in the call, is stored in the Call.localVideoStreams[] array, and it's of type Video or RawMedia.
Consult the following articles to identify the root cause of the issue:
- Place a call with video camera
- Start and stop sending local video while on a call
- Access raw video
41033 500 Failed to hold the call. Try again, if the issue persists, gather browser console logs and contact Azure Communication Services support. UnexpectedClientError
41034 500 Failed to resume the call. Try again, if the issue persists, gather browser console logs and contact Azure Communication Services support. UnexpectedClientError
41035 400 Failed to start screen share, screen share is already started. ExpectedError Learn more about how to start and stop screen sharing while on a call
41041 400 Failed to stop screen share, screen share is already stopped. ExpectedError Learn more about how to start and stop screen sharing while on a call
41048 410 Failed to start video during call setup process. Ensure to allow video permissions in the browser's settings and in the OS settings, and ensure the camera device isn't being used by another process. UnexpectedClientError - The camera device might be disabled in the system.
- Camera is being used by another process.
41056 412 Failed to start or join to the call, Teams Enterprise voice policy isn't enabled for this Azure Communication Services resource. Follow the tutorial online to enable it. ExpectedError See on how to enable users for Enterprise Voice online and Phone System Voicemail to enable Teams Enterprise voice policy
41071 412 Failed to start screen share, call isn't in Connected state. Subscribe to the Call's statteChanged event to know when the call is connected. ExpectedError Helpful links:
- Check call properties
- Subscribe to SDK events
41073 412 Failed to get or set custom MediaStream, this functionality is currently disabled by Azure Communication Services. ExpectedError
43000 412 Failed to start video, video device is being used by another process/application. Stop your camera from being used in the other process/application and try again. ExpectedError Understand more about how to best deal with a camera being used by another process
43001 403 Failed to start video, permission wasn't granted to use selected video device. Ensure video device permissions are allowed in the browser's settings and in the system's settings. ExpectedError Ensure camera permissions are allowed in the browser settings and device system settings.
Ensure the cameras aren't disabled in the device system settings.
On macOS, ensure screen recording is allowed from the system settings.

Helpful links:
- Request device permissions-
Screen sharing permissions on macOS
- Enumerating or accessing devices for Safari on macOS and iOS
43002 500 Failed to start video, unknown error. Try again. If the issue persists, contact Azure Communication Services support. UnexpectedClientError
43004 400 Failed to switch video device, invalid input. Input must be of a VideoDeviceInfo type. ExpectedError Use the device manager to get a list of VideoDeviceInfo objects, and then use the VideoDeviceInfo object to switch the source.

Learn more on how to start and stop sending local video while on a call
43005 400 Failed to switch video device, unable to switch to the same video device, it's already selected. ExpectedError
43013 412 Failed to start video, no video devices found. Ensure video devices are plugged in and enabled in the system settings. ExpectedError Make sure you have a camera connected and installed on your device.
43014 412 Failed to start video, error requesting media stream. Try again, if issue persists, contact Azure Communication Services support. UnexpectedClientError
43015 412 Failed to start video, media stream request timed out. Allow permission on the browser's prompt to access the camera and try again. ExpectedError This error can occur if the user doesn't take action on the browser's permission prompt to allow access to the camera.
43016 412 Failed to start video, permissions denied by system. Ensure video device permissions are allowed in the browser's settings and in the system's settings. ExpectedError - Ensure camera permissions are allowed in the browser settings and device system settings.
- Ensure the cameras aren't disabled in the device system settings.
- On macOS, ensure screen recording is allowed from the system settings.

Helpful links:
- Request device permissions
-Screen sharing permissions on macOS
- Enumerating or accessing devices for Safari on macOS and iOS
43017 412 Failed to start video, unsupported stream. Try again, if issue persists, contact Azure Communication Services support. UnexpectedClientError
43018 412 Failed to start video, failed to set constraints. Try again, if issue persists, contact Azure Communication Services support. UnexpectedClientError Learn more about how to set video constraints
43019 412 Failed to start video, no device selected. Ensure to pass a LocalVideoStream constructed with a VideoDeviceInfo and try again. If issue persists, contact Azure Communication Services support. UnexpectedClientError Helpful links:
- Place a call with video camera
- Start and stop sending local video while on a call
43200 412 Failed to render video stream, this stream isn't available. Subscribe to the stream's isAvailable property to get notified when the remote participant has their video on and the stream is available for rendering. ExpectedError Helpful links:
- Render remote participant video/screensharing streams
- Add 1:1 video calling to your app
- Subscribe to SDK events
43202 404 Failed to render video stream, this stream isn't longer available. Remote participant turned off their video. ExpectedError The remote participant turned off their video while trying to create a view for it.
43203 408 Failed to render video stream, rendering timed out while waiting for video frames. Try again, if issue persists, contact Azure Communication Services support. UnexpectedClientError
43204 500 Failed to render video stream, failed to subscribe to video on the Azure Communication Services infrastructure. Try again, if issue persists, contact Azure Communication Services support. UnexpectedClientError
43209 405 Failed to render video stream, VideoStreamRenderer was disposed during initialization process. ExpectedError
43210 400 Failed to dispose VideoStreamRenderer because it's already disposed. ExpectedError
43220 400 Failed to create view, maximum number of active RemoteVideoStream views already reached. You can dispose of a previous one in order to create new one. ExpectedError Learn more about how to properly support the best number of incoming video streams
480 Remote client endpoint not registered. Ensure that the remote endpoint is available.
481 Failed to handle incoming call. File a support request through the Azure portal.
487 Call canceled, locally declined, ended due to an endpoint mismatch issue, or failed to generate media offer. Expected behavior.
490, 491, 496, 497, 498 Local endpoint network issues. Check your network.
503, 504 Communication Services infrastructure error. File a support request through the Azure portal.
600 Busy everywhere. Participant contacted successfully but returned busy signal. Expected behavior.
603 Call globally declined by remote Communication Services participant. Expected behavior.
604 Doesn't exist anywhere. Requested URI doesn't exist. Expected behavior.
606 Not acceptable. Participant successfully contacted but can't support the session described. Expected behavior.

Understanding calling codes and subcodes errors

Error codes, subcodes, and corresponding result categories help developers identify and diagnose errors. These error codes are exposed through the call.callEndReason property after a call ends.

Error code details include:

Code - are 3 digit integers representing client or server response status. The code categories:

  • Successful responses (200-299)
  • Client error (400-499)
  • Server error (500-599)
  • Global error (600-699)

Subcode - Are defined as an integer, where each number indicates a unique reason, specific to a group of scenarios or specific scenario outcome.

Message - Describes the outcome, and provides hints how to mitigate the problem if an outcome is a failure.

ResultCategory - Indicates the type of the error. Depending on the context, the value can be Success, ExpectedError, UnexpectedClientError, or UnexpectedServerError.

Calling End call codes and subcodes

There are different explanations for why a call ended. Here are the meanings of the end of call codes and subcodes that show how a call can end.

Subcode Code Message Result Categories Advice
0 0 Call ended successfully by local participant. Success
0 487 Call ended successfully as caller canceled the call. Success
0 603 Call ended successfully as it was declined from callee. Success Call ended because it was declined from the target user via either the client SDK, Call Automation, Graph, PSTN, or Teams reject function.
7 496 Call ended as client lost network connection abruptly, and despite retrying multiple times it wasn't able to connect ExpectedError Browser is offline or has network issues. Check your browser's network connection and retry.
3100 410 Call setup failed due to unexpected network problem on the client, check the client's network and retry. UnxpectedClientError Check network configuration, make sure it follows Azure Communication Calling network requirements.
3101 410 Call dropped due to unexpected network problem on the client, check the client's network and retry. UnxpectedClientError Check network configuration, make sure it follows Azure Communication Calling network requirements.
3111 410 Call setup failed, unable to process media offer while connecting the call. UnxpectedClientError Try again. If issue persists, gather call info, client logs, browser console logs and contact Azure Communication Services support.
3112 410 Call setup failed due to network configuration problem on the client side, check the client's network configuration, and retry. ExpectedError Learn more details about a call ending with a subcode of 3112 here.
4097 0 Call ended for all users by the meeting organizer. Success
4502 490 Call failed due to network connectivity problems, browser failed to complete the network HTTP request. UnexpectedClientError Client failed to complete HTTP request and response. Try again. If issue persists, gather call info, client logs, browser console logs and contact Azure Communication Services support.
4506 408 Call timed out. Check if the callee received and accepted the call. UnexpectedClientError Try again. If issue persists, gather call info, client logs, browser console logs and contact Azure Communication Services support.
4507 495 Call ended as application didn't provide valid Azure Communication Services token. UnexpectedClientError Ensure that your application implements token refresh mechanism correctly.
4521 0 Call ended because user disconnected from the call abruptly. This might be caused by a user closing the application that hosted the call, such as a user terminated the application by closing the browser tab without proper hang-up. ExpectedError
5000 0 Call ended for this participant. Participant removed from the conversation by another participant. Success
5003 0 Call ended successfully, as all callee endpoints declined the call. Success
5300 0 Call ended for this participant as it was removed from the conversation by another participant. Success Call ended for this participant as another participant removed it, it could be another client, Call Automation API, Graph API.
5317 0 Target participant is removed due to participant role update. ExpectedError
5828 403 The join isn't authorized for the Rooms meeting since user isn't part of invitee list. UnexpectedClientError
5829 403 The join isn't allowed for the Rooms meeting beyond end time or prior to start time of the meeting. UnexpectedClientError
5830 403 Only Communication Services user is allowed to join the Rooms meeting. ExpectedError
7000 0 Call was ended by Azure Communication Service Call Automation API or a server bot. Success Call was ended by ACS Call Automation API or Graph bot.
10003 487 Call was canceled for this user endpoint as it was accepted elsewhere, by another endpoint. Success A call was initiated to target user (start call, add participant, transfer), target user had multiple active endpoints at the same time, on one of the endpoints user accepted the call. This is normal behavior, only one endpoint can accept and connect to a call. All other endpoints receive subcode 10003 to indicate that call was already accepted.
10004 487 Call was canceled on timeout, as target user didn't accept or reject it on time. Ensure that user saw the notification and/or application can handle it automatically and try to initiate that call again. ExpectedError Call was canceled after predefined amount of time (usually 2 minutes) as target user didn't accept or reject.
10009 401 Unauthenticated identity. Ensure that your Azure Communication Services token is valid and not expired. UnexpectedClientError
10024 487 Call ended successfully. Call declined by all callee endpoints. Success Try to place the call again.
10037 480 Target user didn't have any endpoints registered with ACS. Ensure that target user has at least one active endpoint and it's online. ExpectedError If the target user is using the Azure Communication Services Calling SDK, ensure that the SDK is initialized successfully in their client application. If the target user is a Teams user, make sure that their client is online. Make sure that the target user's identifier (CommunicationUserIdentifier, MicrosoftTeamsUserIdentifier, or MicrosoftTeamsBotIdentifier) is correct. If the Graph API user has property department set to Microsoft Communication Application Instance the MicrosoftTeamsBotIdentifier should be specified.
10057 408 Call failed, callee failed to finalize call setup, most likely callee lost network or terminated the application abruptly. Ensure clients are connected and available. ExpectedError
10076 480 Target user was registered but it wasn't online at the time of the call. Ensure that target user has at least one active endpoint and it's online. ExpectedError If the target user is using the Azure Communication Services Calling SDK, ensure that the SDK is initialized successfully in their client application and their endpoint is online. If the target user is a Teams user, make sure that their client is online.
10077 480 Target user was registered with ACS and/or for push notifications, but it wasn't online at the time of the call. Ensure that target user has at least one active endpoint and it's online. ExpectedError If the target user is using the Azure Communication Services Calling SDK, ensure that the SDK is initialized successfully in their client application and their endpoint is online. If application leverages Push Notifications make sure they're configured correctly. If the target user is a Teams user, make sure that their client is online.
10078 480 Remote client endpoint not registered or not reachable. Ensure the remote client endpoint is successfully sending network requests to Azure Communication Services. ExpectedError - If the target user is using the Azure Communication Services Calling SDK, ensure that the SDK is initialized successfully in their client application and their endpoint is online. If application leverages Push Notifications make sure they're configured correctly.
- If the target user is a Teams user, make sure that their client is online.
301004 410 Participant was removed from the call by the Azure Communication Services infrastructure due to inability to establish media connectivity with Azure Communication Services infrastructure during call setup. Check user's network configuration, including local network, firewalls, VPNs configuration and try again. UnexpectedClientError Ensure that user's network is configured correctly, follow 'Network Recommendations' public documentation.
301005 410 Participant removed from the call by the Azure Communication Services infrastructure due to loss of media connectivity with the same infrastructure. This usually happens if participant leaves the call abruptly or loses network connectivity. If the participant wants to continue the call, they can reconnect. UnexpectedClientError Ensure that you're using the latest SDK in a supported environment.
540000 0 Call ended successfully by local PSTN caller. Success
510403 403 Call ended, previously marked as a spam and now blocked. ExpectedError - Ensure that your Communication Services token is valid and not expired.
- Ensure to pass in AlternateId in the call options.
540487 487 Call ended successfully as caller canceled the call. Success
560000 0 Call ended successfully by remote PSTN participant. Success Possible causes:
- User ended the call.
- Call ended by media agent.
560486 486 Call ended because remote PSTN participant was busy. The number called was already in a call or having technical issues. Success - For Direct Routing calls, check your Session Border Control logs and settings and timeouts configuration. Possible causes: The number called was already in a call or having technical issues.
404 Call not found. Ensure that the number you're calling (or call you're joining) exists.
408 Call controller timed out. Call Controller timed out waiting for protocol messages from user endpoints. Ensure clients are connected and available.
410 Local media stack or media infrastructure error. Ensure that you're using the latest SDK in a supported environment.
430 Unable to deliver message to client application. Ensure that the client application is running and available.
480 Remote client endpoint not registered. Ensure that the remote endpoint is available.
481 Failed to handle incoming call. File a support request through the Azure portal.
490, 491, 496, 497, 498 Local endpoint network issues. Check network configuration, make sure it follows Azure Communication Calling network requirements.
500, 503, 504 Communication Services infrastructure error. File a support request through the Azure portal.

Understanding calling codes and subcodes

When are error codes received?

Error codes for Call Automation can come either as synchronous responses to API calls or asynchronous responses via the provided callback URI. In the synchronous situation, if an API call is made and it'sn't accepted, ACS will provide an error code describing why the API call was rejected. In asynchronous scenarios if an API call is made and is accepted but something still goes wrong, both a callback event and an error code are received. An example of a common callback event for call failures would be the callDisconnected event that is surfaced whenever a call is disconnected. Once the callDisconnected event is received, there won't be any more callback events for that given call. For a list of call signaling callback events see (this page), and for a list of callback events for media actions see (this page).

Error Code Syntax

Error codes, subcodes, and corresponding result categories help developers identify and diagnose errors. Error code details include:

Code - are 3 digit integers representing client or server response status. The code categories:

  • Successful responses (200-299)
  • Client error (400-499)
  • Server error (500-599)
  • Global error (600-699)

Subcode - Are defined as an integer, where each number indicates a unique reason, specific to a group of scenarios or specific scenario outcome.

Message - Describes the outcome and provides hints how to mitigate the problem if an outcome is a failure.

In addition to the code and subcode, more detailed troubleshooting information can be found in the call logs. To learn more about how to enable and access calling logs, see this page for detailed guidance.

Call Automation SDK error codes

The following table contains the most common codes and subcodes. If your error isn't in this table, refer to the generic codes and subcodes to get more information about your specific scenario.

Most common Call Automation error codes

Code Subcode Description Mitigation
404 8522 A generic error code that indicates that the resource isn't found. Resources can include calls and participants. Double check call status: the call may have already ended, or the participant has left the call.
400 8523 A generic error code that indicates that something in the request body is invalid. Check to make sure all of the parameters are valid. Refer to the error message to determine which parameter is throwing the error.
400 8501 Action Not Supported Call Not Established The action associated with the error message was activated while the call was not active. Ensure that new call actions aren't initiated after the call has been disconnected. This error could also result from actions invoked while the call is active if they're close to the call disconnected time.
400 8500 Invalid Media Mode Check the status of your media operations to see if any of them are already active, or if target participant is already in a media operation. If there's an active media operation, wait for the operation to finish and then retry.
400 8559 Action Not Supported Only One Single Dialout App Allowed Duplicate start recording request, recording already initiated or in progress. Double check recording status to ensure it's inactive before submitting a new start recording call.
400 8528 Action not supported call terminated The action associated with the error message was activated while the call was terminated. Ensure that new call actions aren't initiated after the call is terminated. This error could also result from actions invoked while the call is active if they're close to the call termination time.
409 8519 Conflict Check to make sure multiple actions aren't being performed on the same resource in parallel. Refer to error message to identify which two actions are in conflict.
403 7507 Call Source Identity Invalid Application identity from authorization token didn't match application identity in call source. Check to make sure you're using the connection string from the ACS resource the incoming call webhook was configured in (the phone number has to be owned by the same ACS resource answering the call).
403 7504 Insufficient Application Permissions Generic code for insufficient permissions, check error message for context on what resource is lacking permissions.
400 8585 Action Not Valid In Current Call State Call isn't established or is disconnected: wait for the call to be established before retrying the media action.
405 8520 Functionality not supported at this time Expected Error: Workflow not currently supported. Check our release blog to see if there's an updated SDK that has enabled these functionalities. See the Call Automation known limitations page for a list of not supported workflows.
412 8583 Precondition Failed Reference this page listing incompatible media actions to ensure you aren't running or queueing incompatible actions.
400 8567 ACS Resource Service Principal Not Enabled The Azure Cognitive Service Resource isn't configured properly. See this page for a guide on setting up your Azure Cognitive Service Resource.
405 8522 Missing configuration Check error message for more context on which configuration needs to be established. This configuration needs to happen when invoking the AnswerCall API.

Generic error codes

2xx codes

A 2xx code represents a successful response. The subcode for successful responses will be 0.

4xx codes

A 4xx Code represents a client error.

Status Code Description
400 Bad request
401 Unauthorized
403 Forbidden
404 Not found
405 Method not allowed
406 Not acceptable
408 Timed out
409 Conflict
412 Precondition failed
413 Request entity too large
426 Upgrade required
429 Too many requests
481 Transaction doesn't exist
487 Canceled

5xx codes

A 5xx code represents a server error.

Status Code Description
500 Internal server error
501 Not implemented
502 Bad gateway
503 Service Unavailable
504 Gateway Timeout

6xx codes

A 6xx code represents a global error.

Status Code Description
603 Declined

Generic subcodes

Subcode Description
0 Success
7000 Graceful
7500 Unsupported AAD Identity
7501 Invalid Token
7502 Access Not Enabled
7504 Insufficient Application Permissions
7505 Enterprise Tenant Mismatch
7506 Untrusted Certificate
7507 Call Source Identity Invalid
7508 Unsupported ACS Identity
7509 Hmac Validation Error
7510 Managed Identity Validation Error
7600 Resource Access Not Enabled
7601 Invalid ACS Source Identity
7602 Invalid ACS Target Identity
7603 Invalid ACS Identity
7604 Unauthorized Teams Interop Scenario
7605 Unauthorized Teams Recording Interop Scenario
7606 Unauthorized ACS Resource For Cognitive Actions
8500 Invalid Media Mode
8501 Call Not Established
8502 My Participant ID Not Available
8503 Call Media State Audio Inactive
8504 Media Streams Unavailable
8505 Multiple Participants With Replacement
8506 Non Compliance Recording Call
8508 Operation Canceled
8509 Max Silence Timeout Reached
8510 Initial Silence Timeout Reached
8511 Play Prompt Failed
8512 Play Beep Failed
8513 Media Receive Timeout
8514 Stop Tone Detected
8515 Max Record Duration Reached
8516 Call Throttled
8517 Call Tenant ID Mismatch
8518 Call Exception
8519 Conflict
8520 Not Implemented
8521 Too Many Hops
8522 Not Found
8523 Invalid Argument
8524 Invalid Participants Count For Compliance Recording
8525 Non Recorded Party
8526 Invalid Join Token
8527 Invalid Join URL
8528 Call Terminated
8529 Call Throttled Monthly Limit Reached
8530 Call Throttled Active Calls Limit Reached
8531 Max Digits Received
8532 Inter Digit Timeout Reached
8533 Dtmf Option Matched
8534 Incorrect Tone Entered
8535 Invalid File Format
8536 File Download Failed
8537 Keep Alive Timeout Reached
8538 Callee Declined
8539 Callee Busy
8540 Callee Busy Everywhere
8541 Callee Unavailable
8542 Call Canceled
8543 Call Doesn't Exist
8544 Callee Unreachable
8545 Speech Option Matched
8546 Callee Sent Invalid Request
8547 Speech Option Not Matched
8548 Call isn't Group Call
8549 Retarget Conversation Creation Failed
8550 Retarget Media Negotiation Failed
8551 Retarget Not Supported
8552 Can't Remove Organizer
8553 Duplicate Recording
8554 Participant Out Of Meeting Audio Mix
8555 Retarget Already In Progress
8556 Action Not Supported For CR Call
8557 Wrong Format Type
8558 Participant Not Present
8559 Duplicate Single Dialout
8560 Join Conversation Blocked Due To Locked Meeting
8561 Invalid Join Meeting ID
8562 Recording Mode Not Supported
8563 Speech Not Recognized
8564 Speech Service Connection Error
8565 Cognitive Services Error
8566 Unmute Operation Not Allowed
8567 ACS Resource Service Principal Not Enabled
8568 Managed Identity For Cognitive Service Request Failed
8571 Recording Operation Conflict
8569 Speech Recognized
8570 Cognitive Services Speech Recognition Error
8572 Play Service Shutdown
8573 Pause Resume Method Not Allowed
8578 Transcription Failed
8579 Transcription Canceled
8580 Transcription Service Shutdown
8581 Invalid Stream URL
8582 Play Source Text Or Ssml Empty
8583 Precondition Failed
8585 Action Not Valid In Current Call State
8586 Incoming Call Not Acknowledged By Bot
8587 Incoming Call Not Answered Within Time
8588 Record Completed And Media Receive Timeout
8589 Record Throttled
8594 Update Meeting State Failed
8603 Media Streaming Failed
8604 Media Streaming Canceled
8605 Transcription Custom Speech Model Not Supported
8606 Communication Identifier Creation Failed
8607 Transfer Operation Conflict
8608 Recording Participant Client Error
8609 Invalid Join Response From Bot
8610 No Response From Bot On Notification
8613 Call Throttled Live Captions Limit Reached
9001 Unknown Error From Underlying Service
9002 Timeout Error From Underlying Service
9003 Operation Canceled Error
9998 Fatal Error
9999 Unknown

PSTN call response codes with ParticipantEndReason

This section provides troubleshooting information for various combinations of ParticipantEndReason and ParticipantEndSubCode response codes. For the tables in this section, ParticipantEndReason = Code and ParticipantEndSubCode = SubCode.

ParticipantEndReason 0

Response ParticipantEndReason with value 0 usually means normal call clearing and marks calls that completed without errors.

SubCode Code Message Result Categories Advice
0 0 Call ended successfully by local participant. Success
560000 0 Normal PSTN call end:
- User ended the call.
- Call ended by media agent.		 Success
540000 0 Normal PSTN call end:
- User ended the call.
- Call ended by media agent.		 Success

ParticipantEndReason 4xx

Response ParticipantEndReason with value 4xx means that the call didn't connect.

SubCode Code Message Result Categories Advice
510403 403 Call blocked:
- Alternate ID not supplied for the call.
- Phone number not allowed by users Session Border Controller (SBC).		 - For more information about Alternate ID, see Manage calls.
- Make sure that you specified a valid Alternate ID. It must be a phone number that belongs to the Resource you're using.
- Verify that you own the Resource you're using to make a call.
- For direct routing calls, verify why your Session Border Controller disallowed the call.
560403 403 - Call forbidden.
- Call canceled.
- Call rejected.		 Make sure that you called a valid phone number in the correct format. For more information about supported number formats, see https://en.wikipedia.org/wiki/E.164.
511532 403 Resource SIP trunk configuration not found. Check your direct routing setup in the Azure portal. For more information, see Direct routing provisioning.
560404 404 - Phone number not found.
- Phone number not assigned to any target.
- Phone number not allowed by Session Border Controller.		 - Make sure the phone number belongs to the Resource you're using and that you own the Resource.
- Verify that the number you're calling exists, and is assigned to valid target.
511404 404 - Phone number not found.
- Resource used in the call not found.		 - Make sure you used a phone number that belongs to the Resource you're using and that you own the Resource.
- Verify that the number you're calling exists, and is assigned to a valid target.
- Make sure that the Resource you're using for the call isn't deleted or disabled.
- Make sure your Azure subscriptions isn't deleted or disabled.
560408 408 The called party didn't respond to a call establishment message within the prescribed time period. - Double check why the called party didn't respond.
- For direct routing calls, check your Session Border Control (SBC) logs and settings and timeouts configuration.
500001 408 User gateway timeout
Azure Communication Services didn't receive a response from the client within a specified time limit and terminated the request.		 - Double check why the called party didn't respond.
- For direct routing calls, check your SBC logs and settings and timeouts configuration.
531004 410 Interactive Connectivity Establishment (ICE) checks failed. - The media path couldn't be established. Can be caused by incorrect network configuration. Verify your network configuration to make sure that the required IP addresses and ports aren't blocked. Read the guidelines in https://www.rfc-editor.org/rfc/rfc5245#section-7.
- For direct routing calls, check your SBC logs and settings for ICE configuration and profile. Contact your SBC vendor for configuration help. For more information, see List of Session Border Controllers certified for Azure Communication Services direct routing.
560480 480 - No answer from the called user.
- Called user temporary unavailable.		 - Double check why the called party didn't respond.
- Retry the call later in case that the called party was temporary unavailable.
- For direct routing calls, check your SBC logs and settings and timeouts configuration.
560484 484 - Incomplete or invalid callee address.
- Incomplete or invalid callee number format.		 - In some cases, you can ignore these failures because the user is dialing an invalid number.
- Make sure the phone numbers are formatted correctly. For more information, see https://en.wikipedia.org/wiki/E.164.
- For direct routing, the SBC could cause these failures because of a missing configuration in a call transfer scenario.
60486 486 The called number was busy - The called number may be connected to an existing call, or having a technical problem.
- For direct routing calls, check your SBC logs and settings and timeouts configuration.
540487 487 The caller terminated the call request. Retry the call.
560487 497 - The caller terminated the call request.
- Request terminated with normal call clearing.		 Retry the call.

ParticipantEndReason 5xx

Response ParticipantEndReason with value 5xx means that the call failed due to a problem with a software or hardware component required to complete the connection.

SubCode Code Message Result Categories Advice
560500 500 An internal server error occurred in one of the services involved in the call. - Retry the call. If the issue persists contact your telco provider or Microsoft support.
- For direct routing calls, check your SBC logs and settings and timeouts configuration, to see if your SBC caused the failure.
560503 503 - Call failed because of an internal server error in one of the services involved in the call.
- The network used to establish the call is out of order.
- A temporary failure in one of the services involved in the call.		 - Check your network and routing configuration for possible issues. Verify that your network firewall rules are correct.
- Retry the call. If the issue persists, contact your telco provider or Microsoft support.
- For direct routing calls, check your SBC logs and settings and timeouts configuration, to see if your SBC caused the failure.

ParticipantEndReason 603

Response ParticipantEndReason with value 603 means that the call was rejected without connecting.

SubCode Code Message Result Categories Advice
560603 603 - Call declined by the recipient.
- Call declined due to fraud detection.		 - If declined by the recipient, retry the call.
- Ensure that you aren't exceeding the maximum number of concurrent calls allowed for your Azure Communication Services phone number. For more information, see PSTN call limitations.

Chat SDK error codes

The Chat SDK uses the following error codes to help you troubleshoot chat issues. The error codes are exposed through the error.code property in the error response.

Code Message Advice
401 Unauthorized Ensure that your Communication Services token is valid and not expired.
403 Forbidden Ensure that the initiator of the request has access to the resource.
429 Too many requests Ensure that your client-side application handles this scenario in a user-friendly manner. If the error persists, file a support request.
503 Service Unavailable File a support request through the Azure portal.

SMS error codes

The SMS SDK uses the following error codes to help you troubleshoot SMS issues. The error codes are exposed through the DeliveryStatusDetails field in the SMS delivery report.

Code Message Advice
2000 Message Delivered Successfully.
4000 Message is rejected due to fraud detection. Ensure you aren't exceeding the maximum number of messages allowed for your number.
4001 Message is rejected due to invalid Source/From number format Ensure the To number is in E.164 format and From number format is in E.164 or Short code format.
4002 Message is rejected due to invalid Destination/To number format. Ensure the To number is in E.164 format
4003 Message failed to deliver due to unsupported destination. Check if the destination you're trying to send to is supported.
4004 Message failed to deliver since Destination/To number doesn't exist. Ensure the To number you're sending to is valid.
4005 Message blocked by Destination carrier.
4006 The Destination/To number isn't reachable. Try resending the message at a later time.
4007 The Destination/To number opted out of receiving messages from you. Mark the Destination/To number as opted out so that no further message attempts are made to the number.
4008 You exceeded the maximum number of messages allowed for your profile. Ensure you aren't exceeding the maximum number of messages allowed for your number or use queues to batch the messages.
4009 Message rejected by Microsoft Entitlement System. Most often this happens if fraudulent activity is detected. Contact support for more details.
4010 Message was blocked due to the toll-free number not being verified. Review unverified sending limits and submit toll-free verification as soon as possible.
5000 Message failed to deliver. Reach out Microsoft support team for more details. File a support request through the Azure portal.
5001 Message failed to deliver due to temporary unavailability of application/system.
5002 Carrier does not support delivery report Most often this happens if a carrier does not support delivery reports. No action required as message may have been delivered already.
9999 Message failed to deliver due to unknown error/failure. Try resending the message.