TracPhone V7 User’s Guide
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Chapter 4 - Troubleshooting
Troubleshooting a Voice Service Problem
If you can access the Internet via the TracPhone system, but you are
unable to make a voice call, try the five simple steps below.
Step #1: Make Sure You Are Dialing the Number Properly
As explained in
“Placing a Voice Call” on page 16
, if you are not
calling the country that is currently set up as the MTA’s dial plan, you
need to dial the appropriate international prefix(es) in addition to the
local phone number in order to complete the connection. For example,
if your MTA is set to a United States dial plan (default setting) and you
are calling a number outside of the U.S., you need to dial 011 +
Country Code + Area Code + Local Phone Number.
Step #2: Reboot the MTA
The MTA might need to download an updated configuration file from
the network. Unplug the power cord from the MTA. Wait 10 seconds,
then plug it back in and wait for the device to initialize (it may take 15
minutes for the MTA to download the configuration file). Once the
MTA’s “VOIP” light is lit steady green, try placing your call again.
Step #3: Verify the MTA Obtained an IP Address
The MTA must receive an IP address from the modem in order to
provide a voice connection. Pick up the handset on any phone
connected to the MTA and press ***1 on the keypad. If you hear
“0.0.0.0” in the handset, the MTA did not receive a valid IP address.
Contact KVH Technical Support for assistance (see
).
Step #4: Connect a Different Phone
Disconnect the phone from the MTA and connect another phone in its
place (use a phone that you know is working properly). If you are then
able to place a call with the new phone, the phone you were using is
faulty.
Step #5: Verify the Phone Is Connected Properly
Make sure your phone is connected to one of the RJ11 “PHONE” jacks
on the MTA (“PHONE 1” is the primary port). If you are not receiving
calls as expected via a virtual number, make sure your phone is
connected to the “PHONE” jack that is assigned that virtual number.
Also verify that the MTA is connected to vessel AC power and all
system wiring is correct.
