12
•
TROUBLESHOOTING
Helpdesk: 1300 107 546
Problem with Internet Access
Problem:
CapTel
display screen says “Check Network Settings”
Check that Internet access is working: Are you able to access the
Internet via a computer in your home?
If you get your Internet access through your Digital Cable service,
check that your TV is still getting cable channels. If not, your cable
service may be temporarily down, affecting your internet service.
Do you have to enter a password every time you access the
Internet? If so, you may need to connect a router to your DSL or
cable modem, and then connect the
CapTel
800i to the router.
If you’ve plugged the
CapTel
800i into a router, does your router
support DHCP? Check the specifications in the instruction
manual that came with your router.
CapTel
800i does not work
with routers that support only static IP addresses. Your Internet
service provider may also be able to help you identify how your
Internet service is configured.
Check that your Internet modem (DSL modem or Digital Cable
modem) supports DHCP. While most Internet modems support
multiple protocols, some modems are set to only PPOE.
CapTel
800i requires DHCP support. Your Internet service provider can
confirm/adjust the modem settings for you or advise if you need
a different modem.
Your network firewall security may be blocking communication
from the network to your
CapTel
800i. To check:
1. Press any key to “wake up” the
CapTel
phone if the screen
is dark.
2. With the handset down, press 0 4 7 4 6 3 6 on the number
keypad (zero IPINFO). The
CapTel
display screen will show IP
information about your telephone.
3. Look at the display screen to see if any numbers are listed in
the fields labeled “CapTel IP” and “IP ADDR”.
If there are no numbers listed in Phone IP, contact your Internet
Service Provider to ensure that your modem supports DHCP.
If there are numbers listed in these fields, it means your Internet
service is reaching the telephone, but captions may be getting
blocked by your network firewall.
Contact your Internet Service Provider or consult the user
manual for your modem or router for instructions on how to
adjust the firewall security settings to include the
CapTel
phone.
You may need to create a specific “rule” with your firewall that
allows the
CapTel
IP addresses to access your network.
Problem:
CapTel
display screen says “Waiting for Captions” but nothing
happens or the
CapTel
dialing keys/buttons seem unresponsive.
Try resetting the
CapTel
phone by briefly unplugging the AC
adapter and then plugging it back in. Wait for the logo screen to
appear. The Captions button should be lit.
Try resetting the network connection by unplugging the
CapTel
AC
adapter, then turning off the router and the Internet modem. Wait
a minute, then turn on the modem, (make sure it’s fully reset,
with lights going steady) this may take up to five minutes to fully
reset. Next, turn on the router, making sure it is fully reset. Then
plug in the
CapTel
800i AC adapter, all in that order. Wait for the
logo screen to appear. The Captions button should be lit.
Try electronically resetting the
CapTel
phone to its original factory
default settings. With the handset hung up, press 0 7 3 7 3 8 on
the dialing keypad (zero RESET). Press YES to reset.
WARNING: This will delete any saved phone numbers or
speed dial settings.
Helpdesk: 1300 107 546
TROUBLESHOOTING
•
13
Please call Access Comm Helpdesk for additional assistance: 1300 107 546
800i Ausi Install Guide_18-10-13_800i Install Guide_ 30/10/13 11:30 AM Page 12
