| Problem |
Possible cause |
Solution |
| The handset registration failed, and the status indicator on the display is black. |
1. Handset is out of range of the gateway. |
1. Move the handset closer to the gateway, place it in the charger, and then press the Reset button on the rear of the gateway. |
| I do not understand the language used on the display, and I cannot find the language menu. |
The language setting is wrong. |
1. In Idle mode, press the OK key, and then press 888.
2.The Language menu opens. Choose the preferred language, and then press the OK key.
|
| I have changed the configuration online, but the changes are not saved on the VoIP phone. |
The configuration settings have not been restored. |
1. In the Main menu, choose Settings, and then press the OK key.
2. Choose System settings, press the OK key, and then choose Restore settings. Press the OK key.
3. Press the Yes soft key when prompted to save.
|
| I can make outgoing calls, but I cannot receive incoming calls. |
1. The router blocks incoming traffic on port 5060.
2. The firewall blocks incoming UDP traffic on port 5060.
3. The "keep alive" value is too high
|
1. On your router, open port 5060.
2. In your firewall, open port 5060.
See your router's or firewall's user manual for more information.
3. Reduce the "keep alive" value by choosing "settings - Internet settings - STUN keep alive. Type a value of 20 or lower"
|
| I cannot make Internet calls, the VoIP indicator on the gateway is not lit, and the right status indicator in the upper left corner of the display is black. |
1. The configuration of the VoIP phone is not complete.
2. The gateway has not been reset after you saved the configuration.
3. The router uses port forwarding.
4. The router blocks Internet telephony.
5. The router firmware needs updating.
|
1. On www.dualphone.net, go to the Configuration page, and check that you have configured your VoIP phone properly. For more information, contact your Internet Telephony Service Provider.
2. Reset the gateway and allow the gateway 2 minutes to log in at your Internet Telephony Service Provider.
3. Check that you have configured your router so that it always assigns the same IP address to your VoIP phone's MAC address when using port forwarding. Otherwise, incoming traffic is probably not forwarded to your VoIP phone. Typically, you configure your router settings on a website. For more information, check your router's manual.
4. a) Try disabling STUN. Open the Internet settings menu, choose STUN mode, select Disabled, and then reset the gateway.
b) Use port forwarding. The default SIP port is 5060, and the default RTP port is 5004. Ensure that your router always assigns the same IP address to your VoIP phone when using port forwarding. For more information, check your router's manual.
5. Check your router's user manual to see how to update the firmware.
|
| The display reads, "Searching for Gateway". |
1. Handset is out of range of the gateway.
2. Gateway is not powered.
|
1. Move the handset closer to the gateway.
2. Plug gateway into a power outlet.
|
| The POWER indicator on the gateway is not lit. |
Gateway is not powered. |
Check that the gateway power cord is connected properly, and that the adapter is plugged into a power outlet. |
| I cannot receive landline calls. |
The country setting is wrong. |
Check that you have chosen the country that you are in. Open the System settings menu, choose Country, and then choose the country that you are in. |
| I cannot make Internet calls, but it worked yesterday. |
1. The gateway is not logged in at the Internet Telephony Service Provider.
2. The router is turned off.
3. The router uses port forwarding.
4. The SIP server is down.
5. The Internet connection is down.
|
1. Check that all cables are connected properly, and check that power is turned on, and then reset the gateway.
2. Turn on the router.
3. Check that you have configured your router so that it always assigns the same IP address to your VoIP phone's MAC address when using port forwarding. Otherwise, incoming traffic is probably not forwarded to your VoIP phone. Typically, you configure your router settings on a website. For more information, check your router's manual.
4. Contact your "Internet Telephony Service Provider"
5. Contact your broadband provider.
|
| There is no audio when I make Internet calls. |
The router blocks audio. |
Use port forwarding. Check your router's user manual to see how to configure port forwarding. |
| When I make Internet calls, the sound quality is poor. |
1. There is not enough bandwidth available because there is too much simultaneous data traffic on your broadband connection.
2. Your Internet Telephony Service Provider's Quality of Service is based on a "best efforts" rather than a guaranteed voice priority method.
|
1. a) Reduce the amount of traffic on your broadband connection such as file transfers in progress or running applications that require a lot of bandwidth.
b) Sign up for a Quality of Service agreement with your broadband provider.
2. Order a connection with higher speed from your broadband provider.
|
| The handset display is black, but all gateway indicators are lit. |
1. The contrast setting needs to be changed.
2. The handset is in power saving mode.
3. The batteries are drained.
4. The batteries are not inserted correctly.
5. Power is not turned on.
|
1. In Idle mode, press the OK key, and then press 555. Press the Yes soft key when prompted to restore the contrast setting.
2. Press any key.
3. Place the handset in the charger, to charge the batteries
4. Check that the batteries are inserted with the plus and minus ends facing the correct way.
5. Long-press the Red phone key.
|
| The handset does not charge. |
1. The charger is not powered.
2. Batteries are not inserted correctly.
|
1. Check that the power cord is connected properly to the charger, and that power is turned on.
2. Check that the batteries are inserted with the plus and minus ends facing the correct way.
|
| Nothing happens when I press a key on the keypad. |
The keypad is locked. |
Press the Star key, and then press the Unlock soft key. |
| There is no dial tone when I pick up the handset from the charger. |
There is no dial tone until you have entered a number and initiated the call. |
Enter a phone number, and then press the Green phone key, or choose Options, and then choose Call on landline. |
| The I-NET indicator on the gateway is not lit. |
1. The Ethernet cable is not connected.
2. The router or modem is not powered.
3. The gateway cannot retrieve an IP address.
|
1. Check that the Ethernet cable between the WAN port on the gateway and the LAN port on your modem or router is connected properly.
2. Turn on the power to the modem or router and reset the gateway.
3. In Internet settings, check that the IP mode corresponds to the IP mode of your Internet connection (dynamic or static).
|
| I cannot make landline calls. |
1. The landline cable is not connected.
2. The landline is out of order.
|
1. Check that the landline cable between the Line port on the gateway and the telephone wall outlet is connected properly.
2. Contact your landline provider.
|
| My VoIP phone does not display the correct time even though it is using automatic time setting. |
1. The time zone is incorrect.
2. The "Time server" is not programmed.
3. The time server is down.
|
1. In the Main menu, choose Settings, and then press the OK key;
Choose System settings, press the OK key, and then choose Time and date. Press the OK key; Choose Time zone, press the OK key, and then select the appropriate time zone. Press the OK key.
For more information about time zones, see, for example, www.greenwichmeantime.com/
2. Type in the url for a time server by choosing: settings - time and date - time server (for instance "ptbtime1.ptb.de".
3. Wait for the time server to function again.
|
| I'm having problems making Internet calls, but I do not know if my router causes the problems. |
Could be any of the causes listed in this troubleshooting guide. |
Try to connect your VoIP phone directly to a public IP address if possible. Unplug your router from you broadband modem, and instead plug in the Ethernet cable that is connect to the WAN port on your gateway. If you can make Internet calls now, then your router is probably causing the problems.
Note that it may take up to an hour before your Internet service provider has released the router and assigned an IP address to your VoIP phone.
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