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VoIP Troubleshooting

No Dial Tone

Check all connections to the VoIP Telephone Adapter. Make sure that the LED on the VoIP Telephone Adapter is green when the phone is off hook. If not, ensure that you have an Internet connection.
Try the solutions as described in "Calling Issues with Firewall/Router"

Only One-Way Voice

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your VoIP service because of firewall issues.
Try the solutions as described in "Calling Issues with Firewall/Router"

Phone Does Not Ring

Check all connections to the VoIP Telephone Adapter. Make sure the ring volume on the phone is properly adjusted.
Try the solutions as described in "Calling Issues with Firewall/Router"

Fast Busy Signal

Reboot your equipment as described in "Rebooting Your Equipment."
Try the solutions as described in "Calling Issues with Firewall/Router"

Can recieve calls but cannot make calls

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your VoIP service because of firewall issues.
Try the solutions as described in "Calling Issues with Firewall/Router"

Can make calls but cannot recieve calls

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your VoIP service because of firewall issues.
Try the solutions as described in "Calling Issues with Firewall/Router"

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Voice and Call Quality Troubleshooting

Calls Sound "choppy"

In general, "choppy" calls are the result of latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called "Packet Loss".

Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.

• Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.

• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

• Try the solutions as described in "Voice Quality Issues"

Hear static or "buzzing"

Static (buzzing) on your line are produced from analog equipment in your phone system (your phone and phone cable). When the phone adapter receives the sound data, it digitizes the data and eliminates the possibility of producing static or buzzing. Try using a different phone or replacing the phone cable and test if that resolves the issue.

Hear echo during calls (hearing my voice repeat)?

Echo is due to possible latency on your Internet connection causing delayed playback of your voice. It is not uncommon for echo to be present with traditional phone calling as well, but the latency is so slight the echo probably will go unnoticed.

Possible causes of echo are:

• Poor quality telephone or phone cables (possibly on the far end of the call)

• Feedback between the phone's speaker and microphone

If you are hearing significant echo on a call:

• Try to call back the number and see if the echo persists.

• Ask if the person you are talking with can use a different phone.

• Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.

• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

• Try the solutions as described in "Voice Quality Issues"

Tried to make a call and recieved a fast busy signal

A fast busy signal can mean that your Phone Adapter needs to be rebooted.

• Reboot your equipment as described in "Rebooting Your Equipment."

• If it doesn't work, try the solutions as described in "Calling Issues with Firewall/Router"

What's the cause of "dropped" calls (calls ending unexpectedly)?

In general, "dropped" calls are the result of a severe latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called "Packet Loss".

Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.

• Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.

• If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.

• Try the solutions as described in "Voice Quality Issues"

Not hearing a dial tone

If you do not hear a dial tone, please check the following:

• Make sure the telephone and VoIP telephone adapter are plugged in

• Disconnect and re-connect the telephone cable

• Make sure your telephone is set to ring (not set to pulse) If the above items have been checked, it is possible your phone adapter needs to be rebooted.

• Reboot your equipment as described in "Rebooting Your Equipment."

• If this doesn't work, try the solutions as described in "Calling Issues with Firewall/Router"

Unable to recieve any inbound calls

Your Phone Adapter needs to register with our proxy server in order to receive inbound calls. If the Phone Adapter can't register, the VoIP server can't route calls to the device.

Some reasons why your phone adapter may not be able to register with VoIP servers:

• Possible power outage

• Telephone and VoIP Adapter may not be plugged in

• Internet connectivity has been lost

• Router/firewall options have blocked VoIP traffic

Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed. If these items have been checked, it is possible you need to reboot the Phone Adapter.

• Reboot your equipment as described in "Rebooting Your Equipment."

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your VoIP service because of firewall issues.

• Try the solutions as described in "Calling Issues with Firewall/Router"

Unable to make any outbound calls

Your Phone Adapter needs to register with our proxy server in order to receive inbound calls or make calls. If the Phone Adapter can't register, the VoIP server can't route calls from the device.

Some reasons why your phone adapter may not be able to register with VoIP servers:

• Possible power outage

• Telephone and VoIP Adapter may not be plugged in

• Internet connectivity has been lost

• Router/firewall options have blocked VoIP traffic

Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed. If these items have been checked, it is possible you need to reboot the Phone Adapter.

• Reboot your equipment as described in "Rebooting Your Equipment."

If your VoIP telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your VoIP service because of firewall issues.

• Try the solutions as described in "Calling Issues with Firewall/Router"

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Caling Issues with Router Firewall

If your VoIP  telephone adapter is placed behind a router or a combined modem/router, you may experience problems with your VoIP service.

Some of these problems include:


• VoIP light goes out intermittently or constantly.

• You cannot make outbound calls or when making outbound calls you hear a busy signal even though the person you are calling hears a ring.

• Incoming calls go directly to voicemail without ringing your VoIP phone.

• You hear a busy signal in the middle of the call.

• Your calls have a maximum duration of exactly 10 minutes.

• You experience quality issues such as choppy conversation or one person can't hear the other.


Resolution:

These issues are often due to your router's firewall (also known as NAT) blocking certain operations of the VoIP telephone adapter. Try the following solutions to resolve the issues. Please make changes one at a time and reboot your router and VoIP device each time to see if the problem is solved.

1.) Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed.

2.) IMPORTANT Upgrade the firmware (firmware is similar to software) on the router. Most VoIP firewall isues are resolved by router firmware upgrade. For detailed instructions consult your router's user guide or the manufacturer's web site.

3.) Some routers alter SIP packets with the default configurations which creates VoIP service problems. From your router’s web configuration page (usually under configuration / firewall / advanced settings);

- Disable Stateful Packet Inspection (SPI) if applicable.

- Disable SIP Application Layer Gateway (SIP ALG) if applicable.

4.) Try disabling your firewall (turn it off completely) briefly. Reboot your router and VoIP device and check if you can make/receive calls. If you can do so now then your problem was with your routers firewall configuration. You firewall is not allowing calls to your SIP phone. You can continue using your router as firewall disabled or if you want the firewall enabled on your router try following solutions.

5.) Enable the DMZ option on your router which will open the firewall for one specific host. To determine the IP address or host (your VoIP device) to enable DMZ for, you will need to login to your router and look at the devices connected to it. From there you can get the internal IP address or host information that it has assigned to your VoIP device. For detailed instructions consult your router's user guide, the manufacturer's web site.

6.) Disable DMZ and try forwarding only VoIP ports on the router to your VoIP device. The following ports are needed for VoIP communications from your VoIP device to the VoIP servers. Consult routers manual or call their technical support to forward these ports on your router/firewall:

(*) port 5000-5500 for UDP and TCP

(*) port 10000-20000 for UDP

 

Reboot from the Phone:

  1. Press Menu on your phone.
  2. Select Advanced.
  3. Enter the password (please ask your Phone Admin for this information).
  4. Select Reset&Reboot
  5. Select Reboot

 

You can also Reboot the phone by unplugging it:

NOTE:  If the phone shares a connection with the computer, please shutdown your computer first, then reboot your phone.

  1. Disconnect plug on back of phone labeled Internet. 
  2. Wait 10 seconds. 
  3. Plug it back in.
  4. After it is back up, you may turn on your computer.

 

Reboot from the web user interface:

  1. Press OK on your phone to get the IP address.
  2. Open a web browser and enter the IP Address.
  3. Enter the username and the password (please ask your Phone Admin for this information).
  4. Click on Settings->Upgrade
  5. Click Reboot to reboot the IP Phone.

reboot

 

 

VoIP phone service can be reliable and trouble free, but if you are experiencing any Quality of Service (QoS) issues please take a look at the common troubleshooting steps and options to help you resolve any issues that might arise.

Most of these steps are easily “do it yourself” options, but if you need some additional help feel free to open a trouble ticket and we’ll get right on it!