V300 - VoIP Troubleshooting Guide

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NetComm / Dynalink Generic VoIP Troubleshooting Guide

  1. Ensure that you have all the correct VoIP settings from your VoIP Service Provider (VSP) handy and that your internet connection is working properly before proceeding. You should be able to browse the internet without any problems.
  2. Check to make sure that all the settings that were provided by your VSP have been entered correctly into your VoIP enabled device. You will need to obtain the VSP specific settings directly from your VSP (or you may find the information that you need on the NetComm website at http://www.netcomm.com.au/products2/voip )
  3. Try turning off your modem or router for approximately 30 seconds then turn it back on. Once the LED's are stable and you are able to browse the internet again, and then try making a call to see if that has resolved the problem.
  4. Check the router's configuration page to see if VoIP enabled router or ATA has registered with your VSP (refer to your user guide for details of how to do this).
  5. If you are only able to get one sided communication i.e. you can't hear the other party or they can't hear you, ensure that you have configured port forwarding on your modem/router or setup the device into a DMZ (refer to your router user guide or the NetComm support section for further details).
  6. Reset the unit back to its factory default settings. You can perform a reset by pressing a pen or paperclip into the reset hole for approximately 10-15 seconds. The LED's should all flash and once they have stabilized you will need to go through the initial set up procedure as shown in Quick Start Guide (or refer to the NetComm VoIP setup guide at http://www.netcomm.com.au/products2/voip)
  7. Try using a different handset (in case the handset you are using is faulty).
  8. IF VoIP is registered but you still cannot receive incoming calls then ensure that you have plugged the handset into the correct port. Test that the handset is working properly by making an outbound call.
  9. Make sure that you are using the latest firmware version on your unit. This can be downloaded directly from the support section of the NetComm website.
  10. If your VoIP router or ATA is still not registering then try installing a software VoIP phone such as X-Lite http://www.counterpath.net/x-lite.html directly onto your computer. If you are still unable to establish a VoIP call then you will need to contact NetComm's Technical Support team for further assistance.