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5 Troubleshooting
The phone adapter was plugged into a telephone wall jack
by mistake
If you connected the phone adapter to a telephone wall jack, do the following:
1. Turn off the computer.
2. Disconnect the phone adapter from the telephone wall jack and connect it to a standard
telephone (for detailed instructions, see page 11).
3. Turn on the computer.
SoftPhone Agent will not function in a suspend state
If you attempt to place your computer into a suspend state, such as standby or hibernate, or if
the computer attempts it via an inactivity timeout while the SoftPhone Agent is running, a
message will appear indicating that suspending will disable your softphone service, and then ask
if you want to continue. You will not be able to receive calls or dial out using your phone
adapter while your computer is in a suspend state.
No dial tone heard when placing a call
If the SoftPhone Agent is not running, or if your softphone application does not have an active
connection to your VoIP service provider, then your phone adapter will not generate a dial tone.
If you do not hear a dial tone after picking up the phone, try the following troubleshooting steps,
and recheck the dial tone after each step:
1. Ensure that the SoftPhone Agent and your softphone application are running.
2. Ensure that your softphone application has an active connection to your VoIP service
provider.
3. Ensure that the phone adapter card is connected to the telephone.
4. Disconnect and reconnect the telephone line to the telephone and to the phone adapter.
5. Install a new telephone line (RJ-11 cable) between the phone adapter and the telephone.
6. Check to make sure the PCI phone adapter card is seated correctly in your computer. If
not, reseat the PCI phone adapter card (for detailed instructions, see page 9).
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