Troubleshooting - Motorola VT2142 User Manual

Overview

Troubleshooting

If the solutions listed here do not solve your problem, for more troubleshooting help contact Vonage as described
in "Contact Us" on page 66.
Problem
Power light is off
Cannot send or receive
data or phone calls
or
No dial tone
A computer cannot
send or receive data
My high-speed Internet
connection uses a USB
port, not an Ethernet
port
VT2142 Voice Gateway User Guide
Installation Troubleshooting
Configuration:
Possible Solutions
Check that the AC power adapter is properly plugged into the electrical outlet and the
VT2142.
Check that the electrical outlet is working.
If you subscribed to just one phone line from Vonage, be sure your phone is
connected to the Phone 1 port on the VT2142.
Check all other cabling between the modem, the VT2142, and the computer. Be sure
you used the cables provided with the VT2142. All Ethernet cables must be
straight-through cables.
Check the lights on the Front Panel
Check the lights on the modem front panel. For information, see your cable or DSL
modem user guide.
If you have only one phone line, be sure your phone is plugged into the green phone
port 1 on the VT2142.
Can you access Web pages? If not, check to see whether your ISP (cable or DSL) is
having connection issues in your area.
Be sure the telephone connected to the VT2142 is disconnected from the wall jacks
that traditional phone companies use. If not, the VT2142 cannot connect with the
Vonage server and you will not get a dial tone.
Compare your device connections to those shown in
Router" on page 6 or "Installation With a Standard Modem"
The order in which you turn the devices on is very important. Try the procedure for
"Resetting All of Your Equipment"
Check that the Ethernet cable is properly connected to the VT2142 and the computer.
If you have a cable modem only, check that your TV is working and the picture is
clear. If you cannot receive TV channels, your cable data service will not function.
Contact your cable provider.
If you have a DSL modem only, check that your DSL service is working. Contact your
DSL provider.
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 VT2142, and ultimately the Internet.
Contact FAQ
Basic Advanced TCP/IP
(see page 2).
"Installation With an Existing
on page 65.
Glossary License
on page 8.
64