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Self-Help/Troubleshooting
Self-Troubleshooting Guide
(OBi200, OBi202, OBi300, OBi302)
Please select the power LED status of the OBi device:
Solid Green
Step 1
- Make sure your phone ringer is turned on.
- Do a call back test to see if your phone will ring
From the phone handset connected to the OBi:- Press **0
- Press option 3
- Press 0#
- Hang up
- Your phone handset should ring.
- Check if you have Caller ID Spoofing set up during your account sign up. Caller ID Spoofing allows you to display a number of your choice, which can be different from your ‘real’ Caller ID number. Refer to the email sent from your Service Provider for your Caller ID number.
Step 2
-
Please make sure to disable SIP-ALG on your router. Refer to our FAQ section about “SIP ALG Issues”
After that, power cycle both your router and OBi.
- Sign in to your Google Voice account
- Click on the hamburger button on the top to expand the menu and click "Legacy Google Voice" (This will open a new tab directing you to the legacy Google Voice website).
- Click on the cog wheel on the top right corner and click Settings
- Navigate to the "Phones" tab, there you will see a "Delete" option under Google Chat
- Click "Delete" Google Chat
- Open a new browser window and sign in to www.gmail.com using your Gmail account. You will see Gmail Call Phone (located on the bottom left corner)
- Make a call out from your Gmail Call Phone
- Once you have done so, sign out of your google account, sign back in and Google Chat should appear again in https://www.google.com/voice#phones
- Make sure to check the checkbox for Google Chat
Please make sure your phone handset is set to "TOUCH-TONE" dialing and not "PULSE" dialing.
Please make sure you are dialing all 11 digits US/Canada number including the area code:
Dial 1-888-555-1212 instead of 555-1212.
If you wish to make a 7 digit local call without having to dial the area code, please go to your dashboard, select your device, and on your SP Google Voice configuration, enter your 3 digit area code and click "save".
The service provider might still be in the process of authorizing your payment. When the payment clears, the OBi device's status should show 'Registered', and you will be able to make and receive calls.
- Log in to your OBiTALK account
- Select your OBi device
- Click on 'OBi Expert Configuration' located at the bottom of the page
- Click on 'Enter OBi Expert'
- Under 'Voice Service' tab, select the SP service where your service is configured. Navigate to the parameter 'X_UserAgentPort' and change it to a different value such as 5080 for SP1 or 5081 for SP2, and click 'Submit'.(see screenshot below for example)
Note: You will need to uncheck 'OBiTALK Settings' and 'Device Default' in order to modify the parameter.
- Check if the SIP username you entered on OBiTALK is correct.
Note: SIP username can be different from VoIP Service Provider's log in username. - This could be due to SIP-ALG presence on the router that you have the OBi device connected to. Please make sure to disable SIP-ALG on the router. Refer to our FAQ section under 'SIP ALG Issues' for more information. After doing so, please power cycle both your router and OBi device.
If issue remains, please put the OBi device in the DMZ setting in your router's configuration/ This tells your router to not block any incoming network traffic (from your service provider) to your OBi device. It is safe for the OBi to be in the DMZ. (Click HERE to see example)
This typically indicates that your SIP credentials (username and/or password) that you entered during configuration is incorrect. Please check with your service provider and confirm your SIP credentials. Reenter the correct SIP credentials on OBiTALK and the status should change to 'Registered'.
- Log in to your OBiTALK account and make sure your OBi device has the latest firmware. If you see a yellow exclamation icon on your OBiTALK Dashboard, that indicates that a new firmware is available for your OBi device. Click on the yellow exclamation icon to update your firmware
- If you are using a non-Gmail email (e.g. john@abc.com) for your Google Voice account, you will need to create an @gmail email (e.g. john@gmail.com).
- Reconfigure your Google Voice account on the OBi device. To reconfigure your Google Voice account, log in to your OBiTALK account and select your OBi device. On the Device Configuration page, delete the SP slot configured with Google Voice by clicking on the "trash" icon. Once Google Voice is deleted, click on the "Approved Service Provider" (ASP) link on the left column. On the ASP page, click on Google Voice and re-enter your Google Voice credentials.
Log in to your OBiTALK account and check the status of the OBi device. I the status shown is "Error, Click here for more", you may have previously done a factory reset on the OBi device which clears all the settings on your device (This includes your Google Voice settings). To fix this, click on the "Error, CLick here for more" link to add your device back to OBiTALK and reconfigure your Google Voice account.
If the issue remains, please contact support.
Please put the OBi device in the DMZ setting in your router's configuration/ This tells your router to not block any incoming network traffic (from your service provider) to your OBi device. It is safe for the OBi to be in the DMZ.
(Click HERE to see example)
Please contact support if issue still persists.
Dial ***6 to check for the latest firmware update and try adding your device again. If this still fails, change your DNS.
To modify your OBi's DNS, please do the following:
- Dial ***1 to get OBi's IP address
- Enter the IP address on your browser. (click HERE for example)
- Select System Management from the left-side navigation menu
- Select Network Settings
- Locate the parameter called: DNSServer1
- Make DNSServer1 = 4.2.2.2 (This is a free public DNS server)
- Select "Submit" to save and Reboot the OBi
Reboot both your router and the OBi device, then dial * * 9 222-222-222 again. If you are still unable to reach the Echo Test Server, please put the OBi device in the DMZ setting in your router's configuration/ This tells your router to not block any incoming network traffic (from your service provider) to your OBi device. It is safe for the OBi to be in the DMZ (Click HERE to see example).Try adding your device to OBiTALK again.
If your Google Voice caller ID number is showing 'UNKNOWN' when making an outgoing call it is likely you d not have a Google Voice number associated with your OBi device yet. To create your Google Voice number, log in to your Google Voice account and navigate to the settings page. Select 'CHOSE' and enter the city or area code to choose your number. Once you have created your Google Voice number, the receiver will see your Google Voice number as the Caller ID when you make a call.
Dropped calls are often network, router or account related. Please try rebooting your router and the OBi device and check to see if calls are still dropping. If you are still experiencing dropped calls, please check with your service provider to see if there is a temporary service disruption.
When you are experiencing choppy audio on your calls, it is usually caused by insufficient internet bandwith. This might happen when another device is on the same network and is utilizing a lot of bandwith. To prioritize internet traffic to and from the OBi, you should set the QoS on your router to give the OBi device the highest priority (Google Voice requires at least 100kbps). Please refer to your router's manual on setting QoS.
We also recommend you lower the TX (transmit) and RX (receive) settings on the OBi device.
- Sign in to your OBiTALK account
- Select your OBi device on your dashboard
- Click on OBi Expert configuration (bottom of page)
- Navigate to 'Physical Interfaces' on the left-hand tab then select 'PHONE 1' (or whichever phone port you are using), and reduce the value of the parameter 'ChannelTxGain' to -5 and the parameter 'ChannelRxGain' to -4. Please note that you will need to uncheck 'OBiTALK Settings' and 'Device Default' to modify the value of the parameters.
- Save the changes made.
If you are using a cordless phone with the OBi, try to connect a regular analog phone or a different phone to make sure the phone is not the cause of the choppy audio.
Blinking Green
If the power LED is blinking GREEN, that indicates that the OBi device cannot get an IP address from your router. In other words, the OBi device cannot connect to the internet.
Verify if the ethernet cable is securely connected, and you see a link light on the router port on which your OBi device is connected to. For OBi202 users, verify you connect to the "Internet" port (blue label) and reboot your router.
Check to see if the power LED shows solid GREEN. Then try to call **9 222 222 222 to reach our echo test. If the Echo Test is successful, then the OBi device has internet access. If the Echo Test call failed, please put the OBi device in the DMZ setting in your router's configuration/ This tells your router to not block any incoming network traffic (from your service provider) to your OBi device. It is safe for the OBi to be in the DMZ (Click HERE to see example).
Please go through the OBiWiFi setup tutorial (Click Here) to connect the OBi device to your WiFi network.
Solid Red
If the power LED shows solid RED, please try to connect another 12V power adapter to the OBi. Observe if the OBi device powers on and changes the power LED changes from RED to GREEN, and after a minute, you should hear a dial tone.
If the power LED is still showing solid RED, please perform the following steps to factory reset your OBi device:- Using a paper clip (or similar), depress the reset pin located at the bottom of the OBi while the power is on and hold for at least 10 seconds.
- After 10 seconds, the power LED will start to flash GREEN (slowly).
- You may release the pin once the power LED is flashing GREEN
- The factory reset is now complete.
If the power LED is still showing RED, Click HERE to open a support ticket.
Alternating Red/Green
The unit with red/green alternate flashing LED indicates that there was a power loss during a firmware update. To recover the OBi, please follow these steps:
- Find out the IP address that the OBi is currently using by looking at your router's DHCP client list. Here is an example of how the DHCP table might look on your router. Please note that the user interface will be different for every router. REfer to your router's manual for more information.
- Make sure you are able to ping the IP address.
- Download the latest firmware for your OBi device.
- Once you have the OBi device's IP address, open a browser and enter the Obi device's IP address.
Note: If you have an OBi202/302, you will have to enable the WAN port before you can access the local web page. Refer to the FAQ section for more information.
- Navigate to the System Management -> Device Update on the left tab and follow on screen instructions to update to the latest firmware.
- Once the device has been successfully updated, power cycle the OBi device by disconnecting and reconnecting the power adapter.
- After the device has been recovered (LED showing solid green), it is recommended to perform a factory reset by dialing * * * 8 and press 1 to confirm, then you will have to add you device back to your OBiTALK account.
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Contact
Address
Polycom, Inc.6001 America Center Dr
San Jose, CA 95002
Telephone
+1.408.890.6000
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