Tips and Troubleshooting for the Vonage VDV21-VDRouter Sceenshot

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Vonage --> Connect to the Internet : Vonage Home Basic Setup Advanced Setup Help Log Out Glossary FAQ Tips and Troubleshooting Contact Information status refresh V-Portal LCD Information Descriptions of the icons and error messages that display on the V-Portal’s LCD are presented along with Tips and Troubleshooting information. When you have access to the Internet (you’ll see the Internet Port icon displayed on the V-Portal LCD), view the V-Portal Online User Guide for more extensive information. LCD icons Icons display on the V-Portal LCD so you can tell the status of your Vonage service at a quick glance. Key to LCD icons - the Internet Port icon indicates that the V-Portal is connected to the Internet - the Ethernet Port (LAN) icon indicates that a network device (computer, etc.) is plugged into the yellow port of your V-Portal - the Phone Port 1 icon indicates that Phone Port 1 is ready for use and no Voicemail messages are waiting - the Phone Port 2 icon indicates that Phone Port 2 is ready for use and no Voicemail messages are waiting - the Phone Port 1 with Voicemail icon indicates that Phone Port 1 is ready for use and Voicemail is waiting - the Phone Port 2 with Voicemail icon indicates that Phone Port 2 is ready for use and Voicemail is waiting LCD Error Messages One of the following error messages displays if a problem occurs when installing or using your V-Portal. Each message identifies the problem and provides the most common solution. Internet Port Error [Code 001] Unplug blue cable and securely plug it back into the blue port Indicates that one of the following errors occurred: Internet cable is loose, disconnected or bad. Unplug the blue cable and securely plug it back into the blue port. In rare cases the blue cable is faulty. Try another Ethernet cable in its place. Your modem is not functioning. Often caused by a loose cable. Make sure the cable connecting your cable/DSL modem to the Internet connection on your wall is secure and the modem is powered on. All cables are functional and securely connected but the message still displays. Pull the power cord out of the back of your cable/DSL modem, wait for 30 seconds and plug it back in. The modem will take a few minutes to complete its start-up process. Most modems have a light that should be lit solid when start-up is complete. The error should be cleared up. Internet Connect Error [Code 002] Check if your Internet is down. Try restarting modem. For DSL: Check PPPoE setup. Indicates that one of the following situations occurred: Your V-Portal can not reach your ISP (Internet Service Provider). This indicates that your modem ’s connection to your ISP is down or your ISP’s servers are down. Unplug the power cords from the back of both the V-Portal and your cable/DSL modem. After about 30 seconds, plug the power cord back into the cable/DSL modem. Allow enough time for your modem to complete its start-up process. Most modems have a light that should be lit solid when start-up is complete. Then plug the power cord back into the V-Portal. If you still can’t access the Internet, check with your ISP to see if they're having connection issues in your area. You use cable service and the V-Portal can not get an IP Address from your Internet Service Provider (ISP). When you receive your V-Portal it’s set up to use DHCP for dynamic IP address assignment, the typical setting for cable service. Click Basic Setup and verify that the Internet connection type is DHCP. If it is not, change it following the directions provided in “How do I setup a DHCP connection?” With the Internet connection type of DHCP, your V-Portal asks the ISP to automatically assign an IP address to your V-Portal when the Internet port is connected. The Internet knows where to direct calls placed to your phone number once an IP address is assigned. The “Internet Connect Error [Code 002]” message indicates that the ISP couldn’t assign an IP address to your V-Portal. Simply pull the power cord out of the back of your cable modem, wait 30 seconds and plug it back in. The error should be cleared up when the cable modem finishes powering up. Your ISP (cable company) requires you to register the MAC Address of your V-Portal with them but you previously registered the MAC Address of a different networking device (router or computer). A MAC address identifies a device (such as a V-Portal, router, computer, or printer) in your home network (LAN or “Local Area Network”). If your ISP required you to register the MAC address of a PC or router on your LAN when you set up your cable service, keep the registered device connected in your LAN when you install your V-Portal. Your V-Portal can adopt that device’s MAC address by using a process called MAC cloning . Make sure the original device is turned on then unplug the power cord from the back of the V-Portal. After about 30 seconds, plug it back in again. The V-Portal automatically searches for the MAC address of the other device and adopts it so that the V-Portal can connect to your ISP on behalf of all the devices connected to the V-Portal’s yellow port. If you still get the “Internet Connect Error [Code 002]” message, call your ISP to register the V-Portal’s MAC Address. You are using DSL service and your ISP requires that you use Point to Point Protocol over Ethernet (PPPoE) as your method of connecting to the Internet but you didn’t select PPPoE from your V-Portal’s Web UI. If your DSL service provider requires that you use PPPoE, as many do, navigate to the Basic Setup page (click Basic Setup ) and choose PPPoE as your method of connecting to the Internet. Complete instructions are provided in “How do I setup a PPPoE connection?” . Vonage Connect Error [Code 003] Restart and try again. Unplug power connector and plug it in again. Indicates that one of the following situations occurred: Your cable ISP assigns static IP Addresses, you’ve entered the assigned IP Address via the Web UI of the V-Portal but it was invalid. Some cable ISPs prefer you use an assigned, non-changing (static) IP Address to connect your devices (such as a V-Portal, computer or printer) to the Internet instead of allowing the ISP to automatically assign them dynamically as needed. It is important that you enter the assigned IP Address exactly as stated by the ISP. To solve this problem: 1. Verify that the IP Address you entered was the one assigned by your ISP. You can display the IP Address from this Web UI. Click See full device status > on the bottom right of the Home page. The Internet IP Address displays under the heading “Internet Connection Status.” Or, you can display the IP Address from the V-Portal’s LCD Display. Click the Select> button on the V-Portal to get to the main LCD menu then select System > Network Info > Internet Port. 2. If the IP Address does not match the one specified by your ISP, click Basic Setup and follow the instructions provided in “How do I setup a Static IP Address connection?” . 3. If the displayed IP Address does match the one specified by your cable ISP, check with your ISP to see if they are experiencing network problems. Other rare network problems that you can not resolve yourself. If you reviewed the information for Vonage Connect Error [Code 003] and have followed the advice but are still receiving the message, please call Vonage for assistance. You can reach our Customer Care Department at 1-VONAGE-HELP (1-866-243-4357). Vonage Register Error [Code 004] Unplug power connector and plug it in again. Wait until you see the Phone 1 icon displayed. Indicates that the V-Portal can not register Phone Line 1 with the Vonage Network. Simply pull the power plug out of the back of the V-Portal, wait for 30 seconds and put it back in. If the problem still exists when the V-Portal has finished powering up, check with your ISP to see if they're blocking VoIP calls. Vonage Register Error [Code 005] Unplug power connector and plug it in again. Wait until you see the Phone 2 icon displayed. Indicates that the V-Portal can not register Phone Line 2 with the Vonage Network. Simply pull the power plug out of the back of the V-Portal, wait for 30 seconds and put it back in. If the problem still exists when the V-Portal has finished powering up, check with your ISP to see if they're blocking VoIP calls. Vonage Activate Error [Code 006] If you bought your device at a store, visit the Vonage website to sign up for Vonage. Otherwise, wait a few minutes until you see the Phone icon displayed. If you bought your V-Portal in a Retail store and have not activated it on the Vonage website, please visit the Vonage website to activate it and sign up for Vonage digital phone service. If you receive your V-Portal in the mail it is already activated. In rare instances you might see this error message displayed even though the V-Portal is activated. Be patient. After a few minutes you'll see the Phone icon displayed on the LCD. Phone Port Line Error [Code 007] Phone may be plugged into incorrect green port. Try other green port. Typically indicates that you tried to place a call from a phone connected to Phone Port 2 and you've only activated one phone line of the V-Portal. Unplug your phone from the V-Portal and plug it back in to the other green Phone port. The Phone Port 1 and Phone Port 2 icons displayed on the LCD indicate which phone ports are activated. Network Settings Error [Code 008] Unplug all your networked equipment and plug them in again. DSL users, check ISP username and password. Indicates that you have DSL service, use PPPoE but entered an invalid PPPoE User Name and/or Password when setting up PPPoE via the V-Portal Web UI. Navigate to the Basic Setup page (Click Basic Setup ) and choose PPPoE as your method of connecting to the Internet. Complete instructions are provided in “How do I setup a PPPoE connection?” . High Voltage 1 Error [Code 011] High voltage. Disconnect cable from phone port 1 immediately. Contact Vonage customer care. Vonage customer care agents are trained to assist customers with this rare problem. Disconnect the phone cord from Phone Port 1 and contact Vonage. You can reach our Customer Care Department at 1-VONAGE-HELP (1-866-243-4357). High Voltage 2 Error [Code 012] High voltage. Disconnect cable from phone port 2 immediately. Contact Vonage customer care. Vonage customer care agents are trained to assist customers with this rare problem. Disconnect the phone cord from Phone Port 2 and contact Vonage. You can reach our Customer Care Department at 1-VONAGE-HELP (1-866-243-4357). Line 1 Wiring Error [Code 013] Phone port 1 may be connected to live telco line. Plug phone directly to green port 1. Indicates that Phone Port 1 of the V-Portal is connected directly to a phone jack in your home and your home phone wiring hasn’t been completely disconnected from the traditional phone company. To resolve the issue: 1.Plug your phone directly into green Phone Port 1. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 1 icon displayed. If you would like to use your V-Portal with the existing telephone wiring in your home, refer to Home Wiring and Professional Installation Basics for advice. Line 2 Wiring Error [Code 014] Phone port 2 may be connected to live telco line. Plug phone directly to green port 2. Indicates that Phone Port 2 of the V-Portal is connected directly to a phone jack in your home and your home phone wiring hasn’t been completely disconnected from the traditional phone company. To resolve the issue: 1.Plug your phone directly into green Phone Port 2. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 2 icon displayed. If you would like to use your V-Portal with the existing telephone wiring in your home, refer to Home Wiring and Professional Installation Basics for advice. Short in Line 1 Error [Code 015] Faulty phone or home wiring. Plug known good phone using known good cable to green port 1. Indicates that there is a short in your phone or fax machine, phone cord, or home phone wiring (if Phone Port 1 of the V-Portal is connected directly to a phone jack in your home). In rare cases it may indicate that a phone handset is off-hook. For FAX Machines: You might see this message if you’ve used a four-wire telephone cord to connect your FAX machine to green Phone Port 1 of your V-Portal. To resolve the problem: 1.Replace the four-wire telephone cord with a standard two-wire telephone cord. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 1 icon displayed. Tip : You’ll typically use a standard two-wire phone cord with your V-Portal. For phone cord recommendations, see What kind of telephone cord should I use in the phone ports of the V-Portal? For Phones: Make sure the handset for each of your phones is sitting snugly in the phone cradle (on-hook). If any handsets were off-hook: 1.Put phones back on-hook. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests?) . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.If the error is resolved once the test has completed, you can start using Vonage service as soon as you see the Phone 1 icon displayed. If all handsets are on-hook and the message still displays, simply using a phone and a phone cord you know are in working order typically resolves the problem. If you have your phone plugged directly into green Phone Port 1 of the V-Portal: 1.Replace the phone with a known good phone and a known good cord. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 1 icon displayed. If you’re using your home wiring: 1.Make sure each of your phones and phone cords are in good working order by plugging them into the green Phone Port 1 of your V-Portal, one at a time, and running the phone ports diagnostic test on the V-Portal (Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? ) Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 2.If the V-Portal still displays this error after the test has completed you have found a phone or phone cord that has a short. Replace it with a known good phone and a known good cord. 3.Once you know each of your phones and phone cords are in good working condition, plug the working phones into your wall jacks and run the phone ports diagnostic test on your V-Portal once again. 4.Start using Vonage service when you see the Phone 1 icon displayed. Note : If the problem still exists there could be a short in your home wiring that must be fixed before you install your V-Portal. Professional Installation Basics provides information on hiring a Vonage professional installer to fix your home wiring. Short in Line 2 Error [Code 016] Faulty phone or home wiring. Plug known good phone using known good cable to green port 2. Indicates that there is a short in your phone or fax machine, phone cord, or home phone wiring (if Phone Port 2 of the V-Portal is connected directly to a phone jack in your home). In rare cases, it may indicate that a phone handset is off-hook. For FAX Machines: You might see this message if you’ve used a four-wire telephone cord to connect your FAX machine to green Phone Port 2 of your V-Portal. To resolve the problem: 1.Replace the four-wire telephone cord with a standard two-wire telephone cord. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 2 icon displayed. Tip : You’ll typically use a standard two-wire phone cord with your V-Portal. For phone cord recommendations, see What kind of telephone cord should I use in the phone ports of the V-Portal? For Phones: Make sure the handset for each of your phones is sitting snugly in the phone cradle (on-hook). If any handsets were off-hook: 1.Put phones back on-hook. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests?) . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.If the error is resolved once the test has completed, you can start using Vonage service as soon as you see the Phone 2 icon displayed. If all handsets are on-hook and the message still displays, simply using a phone and a phone cord you know are in working order typically resolves the problem. If you have your phone plugged directly into green Phone Port 2 of the V-Portal: 1.Replace the phone with a known good phone and a known good cord. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 2 icon displayed. If you’re using your home wiring: 1.Make sure each of your phones and phone cords are in good working order by plugging them into the green Phone Port 2 of your V-Portal, one at a time, and running the phone ports diagnostic test on the V-Portal (Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? ) Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 2.If the V-Portal still displays this error after the test has completed you have found a phone or phone cord that has a short. Replace it with a known good phone and a known good cord. 3.Once you know each of your phones and phone cords are in good working condition, plug the working phones into your wall jacks and run the phone ports diagnostic test on your V-Portal once again. 4.Start using Vonage service when you see the Phone 2 icon displayed. Note : If the problem still exists there could be a short in your home wiring that must be fixed before you install your V-Portal. Professional Installation Basics provides information on hiring a Vonage professional installer to fix your home wiring. Line 1 Off Hook Error [Code 017] Check that all phones connected to green port 1 are on hook. Indicates that the handset of a phone connected to phone line 1 is not hung up correctly when you power up your V-Portal. To resolve the issue: 1.Make sure all your phones are hung up securely (on hook). 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3. Start using Vonage service when you see the Phone 1 icon displayed. Line 2 Off Hook Error [Code 018] Check that all phones connected to green port 2 are on hook. Indicates that the handset of a phone connected to phone line 2 is not hung up correctly when you power up your V-Portal. To resolve the issue: 1.Make sure all your phones are hung up securely (on hook). 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3. Start using Vonage service when you see the Phone 2 icon displayed. Line 1 Load Error [Code 019] Too many phones or a faulty phone connected to green port 1. Indicates that you are using more than five phones on phone line 1 or one of your phones is faulty. Like any phone line, if too many phones are connected to a single Vonage line, the signal may fade and not all the phones will ring when a call comes in. We recommend you connect a maximum of five phones to a single Vonage line. If you have five or less phones you might have a faulty phone. Try replacing each phone, one at a time, to identify the faulty phone. After disconnecting phones to get to the five phone maximum or replacing a phone to identify the faulty one, run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected (Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? ). Once the message has cleared you can start using Vonage service. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. Line 2 Load Error [Code 020] Too many phones or a faulty phone connected to green port 2. Indicates that you are using more than five phones on phone line 2 or one of your phones is faulty. Like any phone line, if too many phones are connected to a single Vonage line, the signal may fade and not all the phones will ring when a call comes in. We recommend you connect a maximum of five phones to a single Vonage line. If you have five or less phones you might have a faulty phone. Try replacing each phone, one at a time, to identify the faulty phone. After disconnecting phones to get to the five phone maximum or replacing a phone to identify the faulty one, run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected (Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? ). Once the message has cleared you can start using Vonage service. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. Vonage Register Error [Code 204] Unplug power connector and plug it in again. Wait until you see phone 1 and phone 2 icons displayed. Indicates that the V-Portal can not register Phone Line 1 and Phone Line 2 with the Vonage Network. Simply pull the power plug out of the back of the V-Portal, wait for 30 seconds and put it back in. If the problem still exists when the V-Portal has finished powering up, check with your ISP to see if they're blocking VoIP calls. High Voltage Error [Code 211] High voltage. Disconnect cables from phone ports 1 and 2 immediately. Contact Vonage customer care. Vonage customer care agents are trained to assist customers with this rare problem. Disconnect the phone cords from Phone Port 1 and Phone Port 2 and contact Vonage. You can reach our Customer Care Department at 1-VONAGE-HELP (1-866-243-4357). Line Wiring Error [Code 213] Phone ports 1 and 2 may be connected to live telco lines. Plug phones directly to green phone ports 1 and 2. Indicates that Phone Port 1 and Phone Port 2 of the V-Portal are connected directly to phone jacks in your home and your home phone wiring hasn’t been completely disconnected from the traditional phone company. To resolve the issue: 1.Plug your phones directly into green Phone Port 1 and Phone Port 2. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 1 and 2 icons displayed. If you would like to use your V-Portal with the existing telephone wiring in your home, refer to Home Wiring and Professional Installation Basics for advice. Short in Lines Error [Code 215] Faulty phones or home wiring. Plug known good phones using known good cables to green phone ports 1 and 2. Indicates that there is a short in your phone or fax machine, phone cord, or home phone wiring (if Phone Port 1 and Phone Port 2 of the V-Portal are connected directly to phone jacks in your home). In rare cases it may indicate that a phone handset is off-hook. For FAX Machines: You might see this message if you’ve used four-wire telephone cords to connect your FAX machines to the active green ports of your V-Portal. To resolve the problem: 1.Replace the four-wire telephone cords with standard two-wire telephone cords. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 1 and Phone 2 icons displayed. Tip: You’ll typically use standard two-wire phone cords with your V-Portal. For phone cord recommendations, see What kind of telephone cord should I use in the phone ports of the V-Portal? For Phones: Make sure the handset for each of your phones is sitting snugly in the phone cradle (on-hook). If any handsets were off-hook: 1.Put phones back on-hook. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? ). This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note : You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.If the error is resolved once the test has completed, you can start using Vonage service on both your lines as soon as you see the Phone 1 and Phone 2 icons displayed. If all handsets are on-hook and the message still displays, simply using phones and phone cords you know are in working order typically resolves the problem. If you have your phones plugged directly into green Phone Port 1 and Phone Port 2 of the V-Portal: 1.Replace the phones with known good phones and known good cords. 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service on both your lines when you see the Phone 1 and Phone 2 icons displayed. If you’re using your home wiring: 1.Make sure each of your phones and phone cords are in good working order by plugging them into the green Phone Port 1 of your V-Portal, one at a time, and running the phone ports diagnostic test on the V-Portal (Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? ) Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 2.If the V-Portal still displays this error after the test has completed you have found a phone or phone cord that has a short. Replace it with a known good phone and a known good cord. 3.Once you know each of your phones and phone cords are in good working condition, plug the working phones into your wall jacks and run the phone ports diagnostic test on your V-Portal once again. 4.Start using Vonage service when you see the Phone 1 icon displayed. Note: If the problem still exists there could be a short in your home wiring that must be fixed before you install your V-Portal. Professional Installation Basics provides information on hiring a Vonage professional installer to fix your home wiring. Lines Off Hook Error [Code 217] Check that all phones connected to green phone ports 1 and 2 are on hook. Indicates that the handset of phones connected to phone line 1 and phone line 2 are not hung up correctly when you power up your V-Portal. To resolve the issue: 1.Make sure all your phones are hung up securely (on hook). 2.Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? . This will run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. 3.Start using Vonage service when you see the Phone 1 and Phone 2 icons displayed. Lines Load Error [Code 219] Too many phones or faulty phones connected to green phone ports 1 and 2. Indicates that you are using more than five phones on phone line 1 and phone line 2, or one of your phones is faulty. Like any phone line, if too many phones are connected to a single Vonage line, the signal may fade and not all the phones will ring when a call comes in. We recommend you connect a maximum of five phones to a single Vonage line. If you have five or less phones you might have a faulty phone. Try replacing each phone, one at a time, to identify the faulty phone. After disconnecting phones to get to the five phone maximum or replacing a phone to identify the faulty one, run the phone ports diagnostic test on the V-Portal to determine if the error has been corrected (Start at the main menu and choose System > Diagnostics > Test Phone Ports > Run Tests? ). Once the message has cleared you can start using Vonage service. Note: You will not be able to make or receive calls on Phone Port 1 or Phone Port 2 during the short time the test is running. Tips and Troubleshooting The Tips and Troubleshooting information included here provides advice to help you get your V-Portal up and running. For a more extensive list, view the V-Portal Online User Guide . What general advice is there for problem solving? Many installation issues, such as no dial tone on your telephone or no Internet connection on your computer, can be resolved using the following general advice: Reset all of your networking equipment Power off your computer (if you have one), router (if you have one), V-Portal and DSL or cable modem . Wait at least 30 seconds before turning them back on. In the meantime, check that all network cables are firmly snapped into the ports on all devices in your network. Turn your equipment back on in this order: 1. DSL or Cable Modem - Plug the modem’s power cord snugly back into the back of the modem. Before you continue, be sure to allow enough time for your modem to complete its start-up process. Most modems have a light that should be lit solid when start-up is complete. 2. V-Portal - Plug the V-Portal’s power cord snugly back into the orange port on the back of your V-Portal. After a few seconds you will see a message that says “Powering up” displayed on the V-Portal’s Liquid Crystal Display (LCD). Other messages that walk you through the power-up process will follow. Wait until you see “Ready to make calls” displayed. 3. Router, if you have one - Plug the router’s power cord snugly back into the back of the router. 4. Computer, if you have one - Turn on your computer. Open your Web browser and check your Internet connection by visiting any website, such as www.vonage.com. Disconnect any USB cables from your cable or DSL modem. Disconnect any USB cables from your cable or DSL modem , if any are present. After disconnecting the USB cable, unplug the power cord from the back of your modem and plug it back in. Use PPPoE if you have DSL service and are required to use a User name and Password to access the Internet. Many DSL service providers require that you use PPPoE . If yours requires you to use a User name and Password to access the Internet, you’ll have to set up PPPoE from the Web UI. Use Static IP Addresses if you have cable service and your ISP gave you a specific IP address to enter when you set up your Internet connection for the first time. Although not commonly used, Static IP addresses are sometimes used by cable ISPs. If your ISP gave you a specific IP address to enter when you set up your Internet connection for the first time, you’ll have to set up “Static IP” as your Internet connection type from the Web UI. What can I do if I’ve reset my equipment but still don’t have a dial tone? If the Phone Port 1 icon displays on the V-Portal LCD , be sure your phone cord is firmly plugged in to the green Phone Port 1 on the rear panel of the V-Portal and that it is disconnected from the wall jack that traditional phone service uses. Listen again for a dial tone. Tip: You’ll typically use a standard two-wire phone cord with your V-Portal. For phone cord recommendations, see What kind of telephone cord should I use in the phone ports of the V-Portal? . If the Phone Port 1 icon does not display , look for an error message displayed on the LCD and follow the advice for the error message listed in the LCD Error Messages section above. Why isn’t the V-Portal LCD backlight lit? Check that the AC power adapter is securely plugged into a working electrical outlet and into the power port on the back of the V-Portal. Also, make sure you haven’t previously turned the “Normal” or “Voicemail” LCD brightness setting to “Off” (Click the Select> button on the V-Portal to get to the main LCD menu then select Settings > Brightness > Normal or Voicemail on your V-Portal). Why can’t I send or receive data on my computer that’s connected to my V-Portal? Does the Ethernet Port (LAN) icon display on the V-Portal LCD? If the icon displays, the Ethernet cable is properly connected. If the icon does not display, check that the Ethernet cable is snugly connected to the yellow port on the back of the V-Portal and the computer. If the Ethernet cable is properly connected and the problem still occurs, check to see if you’re getting a dial tone. If there’s no dial tone, look for an error message displayed on the LCD and follow the advice for the message listed in the LCD Error Messages section above. If there’s a dial tone you might need to power cycle your computer or reconfigure the network connections on your computer. If the Ethernet Port (LAN) and Internet Port icons display on the V-Portal LCD and you are able to make phone calls but you can’t use your computer to access the Internet, you may have the V-Portal Parental Controls enabled. Unless you’ve logged in when Parental Controls are enabled, the Parental Controls block all access to the Internet including instant messaging services, email, web browsing, etc. If you don’t seem to be able to use any of your favorite Internet applications, like email or instant messaging, open a web browser and access an external website like www.vonage.com. You will get a message stating that your access is blocked by Parental Controls, followed by a login page. Log in using your Parental Controls user name and password (not the router user name and password). What should I do if my high-speed Internet connection uses a USB port, not an Ethernet port? You need to switch your high-speed Internet connection from USB to Ethernet to use Vonage Internet Phone Service. If your computer does not have an Ethernet adapter, you can purchase an Ethernet adapter or a USB-to-Ethernet Converter to connect your computer to the V-Portal, and ultimately the Internet. What kind of telephone cord should I use in the phone ports of the V-Portal? Use a standard two-wire phone cord to connect your single-line phone to your V-Portal. If you’ve activated both Vonage phone lines on your V-Portal, simply use a standard two-wire phone cord with each single-line phone, one for Phone Port 1 and one for Phone Port 2. You can tell it’s a two-wire phone cord by looking at the plug – you’ll see two copper wires in the middle of the plug. Alternatively, if you are using home wiring and have activated one line of Vonage service, use a standard two-wire phone cord to connect your V-Portal Phone Port 1 to your wall jack and your phones to your wall jacks throughout your house. If you are using a two-line phone and you’ve activated both Vonage phone lines on your V-Portal, use a single standard four-wire phone cord to connect your two-line phone to Phone Port 1 of your V-Portal. The plug on a four-wire phone cord has four copper wires in the middle of the plug. Alternatively, if you are using home wiring and have activated two lines of Vonage service, use a standard four-wire phone cord to connect your V-Portal Phone Port 1 to your wall jack and your phones to your wall jacks throughout your house. If you would like to use your V-Portal with the existing telephone wiring in your home, you’ll need to determine how your house is wired. Vonage expects service for phone line one to be carried on the innermost two-wire pair of the wall jack in your home and phone line two on the next two-wire pair. Refer to the V-Portal Online User Guide for more detailed information. Home Wiring and Professional Installation Basics provide advice on using home wiring with Vonage service. What can I do if I have questions or problems not covered here? The Vonage website provides extensive V-Portal information. Click one of the following links or cut and paste the URL into the address bar of your web browser to visit our website: In the United States: vonage.com/vportal In Canada: vonage.ca/vportal In the United Kingdom: vonage.co.uk/vportal The LCD on the V-Portal also displays this URL for your convenience. Start at the main LCD menu and choose Help . For technical problems, contact Vonage at 1-VONAGE-HELP (1-866-243-4357) for expert assistance. Home Basic Setup Advanced Setup Help © Vonage 2007-2008. All Rights Reserved.
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