ClearOne comm IP Response Point Issue 1 Undetected Devices, Issue 2 Unrecognized IP Addresses

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Issue 1: Undetected Devices

Problem: “The device that I configured has a red X next to its name in the discovered-devices list.”

Cause: IP addresses are leased to each device for an allotted period of time. Using Dynamic Host Configuration Protocol (DHCP) service enables the phone system to automatically reconnect when IP addresses change. Occasionally, a device might lose its IP address because this connection process is interrupted or delayed.

Solution: Reconfigure the device using the configuration wizards in the Response Point Administrator. Or, turn the device off and on first, and then reconfigure it.

Problem: “The base unit only discovered two of the three phones that I just connected. The first phone that I plugged in doesn’t appear in the discovered-devices list.”

Cause: The DHCP server issues IP addresses to all Response Point hardware so that the base unit can detect the presence of the devices and communicate data to them using standard protocols . When you plug in a phone, it sends a message to the base unit, signaling its presence. However, if you plug in three phones, for example, and then turn on the base unit, the first phone will send its alert before the base unit can process the message.

Solution: Wait several minutes for the phone to signal its presence to the base unit again, and then reconfigure the phone. Or, turn on the base unit first and allow it to fully register before plugging in any phones.

Problem: “The phone that appeared in the discovered-devices list before isn’t there now.”

Cause: If you restored a backup from a previous system configuration, the phones that you set up after the specified configuration will be automatically removed from the discovered-devices list.

Solution: Reconfigure the phone using the configuration wizards in the Response Point Administrator, or turn the server off and then on .

Issue 2: Unrecognized IP Addresses

Problem: “The IP address on the phone’s display is different than the IP address that appears in the discovered-devices list.”

Cause: Response Point comes with a built-in DHCP service, which is responsible for issuing IP addresses to devices connected to the LAN. If you’ve configured a wireless router on the network, it comes equipped with an additional DHCP service. This configuration will then have two competing DHCP servers issuing IP addresses on different subnets. Therefore, the auxiliary DHCP server that is associated with the wireless router issued the IP address that you see on the phone’s display; the DHCP server that is native to Response Point issued the IP address that you see on the discovered-devices list.

Solution: Convert the wireless router into a “wireless access point” by disabling its DHCP service. Or, be sure to purchase a wireless access point without DHCP functionality before installing Response Point.

Issue 3: Faulty Connection to Phone

Problem: “There’s no dial tone.”

Cause: For unknown reasons, phones connected to a LAN might “freeze” occasionally.

Solution: Turn the phone off and then on again. It may be necessary to reconfigure it using the configuration wizards in the Response Point Administrator.

Problem: “The park and retrieve features don’t work on certain phones.”

Cause: Overall, the park and retrieve commands should work properly system-wide, but for undetermined reasons, individual phones might occasionally encounter problems when users try to park and retrieve calls.

Solution: Perform a factory reset on the faulty phone. To do this, obtain the IP address of the phone. Open a

browser window, and type in the address bar: “Error! Hyperlink reference not valid.” Click the Reboot tab in the

18 Technical Services: 800-283-5936

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Contents Administrator’s Guide Technical Support Appendix C Compliance Page Product Overview Product OverviewImportant safety information System Requirements UnpackMicrosoft Response Point Software Download Connecting your conference phone InstallationConnecting Additional MAX IP Response Point Phones Manually assigning an IP address Configuration of the MAX IP Response Point PhoneManually provisioning your MAX IP Response Point phone Web Portal Screens Device Information screenConfiguration User Preferences screen Configuration Trace/Logging Settings screen View Log Device Log File screenTools Diagnostics VoIP Statistics screen View Log Device Log File screenTo Change Host IP Address To Change Dynamic Host Configuration Protocol DhcpUser Options To Change Subnet MaskTo Program a Default Gateway IP Address To Restore Factory DefaultsTo install Administrator Response Point ConfigurationInstalling Response Point Administrator MAX IP Response Point softwareTo add a new phone in Response Point Administrator Response Point AdministratorConfiguring a Phone Using Response Point Administrator Adding a New PhoneClick Add Phone Technical Services MAX IP Response Point Troubleshooting TroubleshootingTroubleshooting Troubleshooting Common IssuesResponse Point Troubleshooting Six Questions to Ask Before Troubleshooting the SystemIssue 2 Unrecognized IP Addresses Issue 1 Undetected DevicesIssue 3 Faulty Connection to Phone Issue 6 Logon Attempts Failed Issue 4 Faulty Connection to Phone LinesIssue 5 Faulty Connection to Simple Mail Transfer Issue 7 Dropped CallsIssue 9 Speech Misrecognition Issue 8 Low Call VolumeIssue 10 Unlit Message Waiting Indicator MWI Customer Service and Support Product registrationPage Appendix a Specifications Dimensions W x D x HAppendix B Tools and Resources Assessment checklistAssessment Task Results Technical Services 800-283-5936 Beta Deployment checklist Planning Task ResultsTechnical Services 800-283-5936 Beta Safety 73/23/EEC Low Voltage Directive LVD Appendix C ComplianceCFO