GAI-Tronics VoIP Telephone Software Configuration Guide - Manual (Page 87)

GAI-TRONICS
VoIP Telephone Configuration Guide Page 87 of 88
11. Troubleshooting
This is a list of the more common problems and solutions. If your problem is not shown here
check the website for more recent updates, or contact GAI-Tronics for support.
11.1 Is the unit powered up?
Look for 2 LEDs on the main circuit board - there is a power LED and a heartbeat LED.
The power LED lights continuously as soon as power is applied, the heartbeat flashes
slowly once the firmware is running - usually within 40s after power is applied.
Note on some models (for example Titan and VR / Help Point) the circuit board is covered
by a plastic cover. It is still possible to see whether the LEDs are operating through the
aperture for the serial port.
If the power LED doesn't light check the power supply to the unit. Once power is restored
the unit will not function until the heartbeat LED is flashing.
NOTE: Auteldac 4 VoIP telephones require PoE alternative B (ie spare pair only). PoE LAN
switches do not commonly use this alternative (using data pair method instead) whereas
PoE injectors commonly do.
11.2 I can't access the web pages
If the unit is correctly powered up, but you cannot browse to its webpages over the network,
you will usually need to make a serial connection to the unit (see section 9) and check the
following using the Command Line Interface:
• Are the IP and UNIT settings correct?
• Is the web server enabled?
• Can the phone ping other destinations on the network? The IP module has PING and
TRACEROUTE functions to help troubleshoot routing problems.
• Some switches may not auto-negotiate speed correctly - try changing the LAN speed
(UNIT module) from AUTO to 10.
11.3 I can't make calls
If the unit can ping (and be pinged by) its intended call destination, call connection problems
are usually due to proxy or registration issues.
• Check that the SIP server is listed on the GAI-Tronics website as having been tested
with GAI-Tronics phones.
• Check that the proxy settings are correct and that both end points are properly
registered.
• If the SIP server requires authentication, check that the user names and passwords
match between the phone and the server.
• Check the current status page as the call is being set up, refreshing frequently to see
changes. The current status of the call will be displayed, usually revealing where
the problem lies.
Note that GAI-Tronics VoIP units are SIP only - calls will not connect using H.323, SCCP or
other VoIP call connection protocols.
HANDSET CABLE
HOOK SWITCH CABLE
RINGER CABLE
(CHANNEL 1)
(CHANNEL 2)
(CHANNEL 3)
(CHANNEL 4)
SWITCH CABLE
ADDITIONAL HOOK
OPTIONAL
3XE  D