VOIP Troubleshooting


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I do not have dial-tone.
 
A: There can be many causes as to why you do not have dial-tone. Make sure the ATA has power. Make sure the ATA has an IP address. If the above check out, try the following:
  1. Power-cycle your cable/dsl modem - unplug it from power for 60 seconds and plug it back in.
  2. Power-cycle your router (if you have one).
  3. Power-cycle the ATA (phone adapter).
  4. Make sure your ATA has an IP address:
    a) Pick up the hand-set (whether it has dial-tone or not)
    b) Press the star (*) key four times. You should hear a voice say, "Configuration menu."
    c) Dial: 110#
    d) The IP address will be something like: 192.168.0.101. It should not be 0.0.0.0. If it is, then the ATA is not obtaining an IP address.
  5. check in phone portal to see if your ATA is registered: a) Log into the phone portal (http://phoneportal.digitalrealm.net. b) Under the "My Account" tab there is the "contact" table located right above the 'add simultaneous ring location' section. You should see an entry there for your ATA which will be your phonenumber@your_ip_address (ie: 7345551212@123.123.123.123). If you do not see this entry, then your ATA is not registered with our phone gateway.
I cannot receive incoming calls but I can make outbound calls.
 
A: If you can make outbound calls but cannot receive inbound calls this means that your ATA is not completely registered with our phone gateway.
  1. Power-cycle your cable/dsl modem - unplug it from power for 60 seconds and plug it back in.
  2. Power-cycle your router (if you have one).
  3. Power-cycle the ATA (phone adapter).
  4. Make sure your ATA has an IP address:
    a) Pick up the hand-set (whether it has dial-tone or not)
    b) Press the star (*) key four times. You should hear a voice say, "Configuration menu."
    c) Dial: 110#
    d) The IP address will be something like: 192.168.0.101. It should not be 0.0.0.0. If it is, then the ATA is not obtaining an IP address.
  5. check in phone portal to see if your ATA is registered: a) Log into the phone portal (http://phoneportal.digitalrealm.net. b) Under the "My Account" tab there is the "contact" table located right above the 'add simultaneous ring location' section. You should see an entry there for your ATA which will be your phonenumber@your_ip_address (ie: 7345551212@123.123.123.123). If you do not see this entry, then your ATA is not registered with our phone gateway.
Another cause could be that the "Do Not Disturb" star-code (*78) was accidentally dialed. To disable "Do Not Disturb" dial *79 and hang up the phone.
Out-bound calls go to fast-busy and no one can call me.
 
A: This indicates that your ATA (phone adapter) is not registered with our phone gateway. If the phone adapter is not registered we cannot route calls to or from the device.
  1. Power-cycle your cable/dsl modem - unplug it from power for 60 seconds and plug it back in.
  2. Power-cycle your router (if you have one).
  3. Power-cycle the ATA (phone adapter).
  4. Make sure your ATA has an IP address:
    a) Pick up the hand-set (whether it has dial-tone or not)
    b) Press the star (*) key four times. You should hear a voice say, "Configuration menu."
    c) Dial: 110#
    d) The IP address will be something like: 192.168.0.101. It should not be 0.0.0.0. If it is, then the ATA is not obtaining an IP address.
  5. check in phone portal to see if your ATA is registered: a) Log into the phone portal (http://phoneportal.digitalrealm.net. b) Under the "My Account" tab there is the "contact" table located right above the 'add simultaneous ring location' section. You should see an entry there for your ATA which will be your phonenumber@your_ip_address (ie: 7345551212@123.123.123.123). If you do not see this entry, then your ATA is not registered with our phone gateway.
It could also be that your internet connection is down. You can check this by trying to go to a website (ie: www.google.com) or doing the following test from your computer:
  1. Click Start
  2. Click Run
  3. Type the following: cmd
  4. Press the "OK" button
  5. In the command prompt window that appears, type the following: ping ping.digitalrealm.net
  6. Press the Enter/Return key.
  7. If your internet connection is working, you should see this: 
    	Pinging ping.digitalrealm.net [166.90.244.194] with 32 bytes of data:

	Reply from 166.90.244.194: bytes=32 time=26ms TTL=53
	Reply from 166.90.244.194: bytes=32 time=32ms TTL=53
	Reply from 166.90.244.194: bytes=32 time=27ms TTL=53
	Reply from 166.90.244.194: bytes=32 time=26ms TTL=53

	Ping statistics for 166.90.244.194:
	    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
	Approximate round trip times in milli-seconds:
	    Minimum = 26ms, Maximum = 32ms, Average = 27ms
    Otherwise, you will see this, which indicates that your internet connection is down. Call your internet service provider to troubleshoot. 
    	Pinging ping.digitalrealm.net [166.90.244.194] with 32 bytes of data:

	Request timed out.
	Request timed out.
	Request timed out.
	Request timed out.

	Ping statistics for 199.249.100.123:
	    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),
I have a double-ring for outbound calls.
 
A: This is a known issue. The called party will not hear the double-ring. What you are hearing is the phone adapter generating the ring-back and a piece of hardware in the PSTN network also generating ring-back. We are in the process of getting this resolved.
Phone Portal

I keep getting a password prompt anytime I click on a tab.
 
A: This is typically caused by the privacy setting in your browser. In Internet Explorer, do the following:
  1. Click on the "Tools" menu
  2. Select "Internet Options"
  3. Click on the "Privacy" tab
  4. Move the slider to "Low"
  5. Press the "OK" button
  6. Log back into the Phone Portal
Voicemail

Voicemail does not answer.
 
A: This is typically caused by the voicemail answer timer being set incorrectly or voicemail being disabled. Both of these settings are located in the phone portal under the "My Account" tab.

The "voicemail ring timeout (secs):" field sets how many seconds before an incoming call will be sent to voicemail if the call is not answered. Every 30 seconds translates into about 6 rings.

The "forwarding to voicemail" checkbox toggles voicemail on/off for your account. If it is 'checked,' that means voicemail is turned on and will send callers to voicemail in the event your device is not online or their call is not answered. If it is not 'checked' then voicemail is turned off and calls that are not answered will go to a fast-busy after the 'voicemail ring timeout' has expired.
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