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69
Appendix A: Troubleshooting
Common Problems and Solutions
IP Telephony System
Appendix A: Troubleshooting
This appendix provides solutions to problems that may occur during the installation and operation of the IP
Telephony System. Read the description below to solve your problems. If you can't find an answer here, check the
Linksys website at
www.linksys.com
.
Common Problems and Solutions
1.
The System did not automatically assign an extension number to the Linksys SPA-family Internet
phone, and the phone’s Ext LED is yellow instead of green.
Follow these steps:
A.
Open the web browser on the administration computer.
B.
Enter
.
C.
If the phone is on the WAN side, write down the Current IP of the System. (This is the Internet IP address.)
If the phone is on the LAN side, write down the LAN IP Address of the System. (This is the local IP
address.)
D.
Access the phone’s Web-based Utility.
E.
Make sure the configured proxy server on the phone matches the System’s IP address. (Refer to the
phone’s documentation for details.)
2.
The Internet phone can make internal calls to other Internet phones and analog phones; however, it
cannot make external calls.
Check to see if the Internet phone’s line is registered. Follow these steps:
A.
Open the web browser on the administration computer.
B.
Enter
.
C.
On the
Voice - Info
screen, check to see if the Line 1 Status indicates that the Registration State says,
“Registered.”
D.
If it is not registered, then verify that the User ID, Proxy, and Password supplied by your Internet Telephony
Service Provider (ITSP) are valid (these settings are configured on the
Line 1
screen).
3.
I made a call from an outside line, and I did not hear a ring tone after I entered the extension number.
First, try again and make sure you entered the extension number correctly. If you still do not hear a ring tone,
then follow these steps:
A.
Open the web browser on the administration computer.
B.
Enter
.
C.
On the
PBX Status
screen, make sure the Internet phone for that extension number is registered.
Page 77 / 127
70
Appendix A: Troubleshooting
Common Problems and Solutions
IP Telephony System
4.
I made a call from an outside line, and the auto-attendant says, “Not a valid extension, please try
again.” However, I can make outgoing calls from the Internet phone with that extension number.
Follow these steps:
A.
Open the web browser on the administration computer.
B.
Enter
.
C.
Click the
SIP
tab.
D.
On the
Voice - SIP
screen, add the extension number to the Auto-Attendant dial plan.
5.
When an outside line calls the System, it rings one time and then goes to the auto-attendant.
By default, if no one answers the call after four seconds, then the call will go to the auto-attendant. To change
this setting, follow these steps:
A.
Open the web browser on the administration computer.
B.
Enter
.
C.
Click the
SIP
tab.
D.
On the
Voice - SIP
screen, change the appropriate Answer Delay setting (DayTime, NightTime, or
Weekends/Holidays).
6.
How can I change greetings for the auto-attendant?
Use the Interactive Voice Response Menu to record or change greetings; refer to “Chapter 5: Using the
Interactive Voice Response Menu” for instructions.
7.
I want to use another computer on the network (not the administration computer) to access the Web-
based Utility. I entered http://192.168.0.1, but this address did not work.
Any computer connected to your router should use the Internet (WAN) IP address of the System. (The
administration computer is directly connected to the System’s Ethernet port, so it can use http://192.168.0.1,
which is the System’s local IP address.) Use the Interactive Voice Response Menu to find out the System’s
Internet IP address. Follow these steps:
A.
Use a telephone connected to the Phone 1 port of the System.
B.
Press
****
(in other words, press the star key four times).
C.
Wait until you hear “Linksys configuration menu. Please enter the option followed by the # (pound) key or
hang up to exit.”
D.
Press
110#
.
E.
You will hear the IP address assigned to the System’s Internet (external) interface. Write it down.
F.
Press
7932#
.
G.
Press
1
to enable WAN access to the Web-based Utility.
H.
Open the web browser on a networked computer.
I.
Enter
http://(
Internet IP address of the System
)
.
Page 78 / 127
71
Appendix A: Troubleshooting
Common Problems and Solutions
IP Telephony System
8.
I’m trying to access the System’s Web-based Utility, but I do not see the login screen. Instead, I see a
screen saying, “404 Forbidden.”
If you are using Windows Explorer, perform the following steps until you see the Web-based Utility’s login
screen (Netscape Navigator will require similar steps):
A.
Click
File
. Make sure
Work Offline
is NOT checked.
B.
Press
CTRL + F5
. This is a hard refresh, which will force Windows Explorer to load new webpages, not
cached ones.
C.
Click
Tools
. Click
Internet Options
. Click the
Security
tab. Click the
Default level
button. Make sure the
security level is Medium or lower. Then click the
OK
button.
9.
I need to set a static IP address on a PC.
The System, by default, assigns an IP address range of 192.168.0.100 to 192.168.0.150 using the DHCP
server on the System. To set a static IP address, you can only use the ranges 192.168.0.2 to 192.168.0.99 and
192.168.0.151 to 192.168.0.254. Each PC or network device that uses TCP/IP must have a unique address to
identify itself in a network. If the IP address is not unique to a network, Windows will generate an IP conflict
error message.
You can assign a static IP address to a PC by performing the following steps:
For Windows 98 and Millennium:
A.
Click
Start
,
Setting
, and
Control Panel
. Double-click
Network
.
B.
In
The following network components are installed
box, select the
TCP/IP
-> associated with your
Ethernet adapter. If you only have one Ethernet adapter installed, you will only see one TCP/IP line with no
association to an Ethernet adapter.
Highlight it and click the
Properties
button.
C.
In the
TCP/IP properties
window, select the
IP address
tab, and select
Specify an IP address
. Enter a
unique IP address that is not used by any other computer on the network connected to the System. You
can only use an IP address in the ranges 192.168.0.2 to 192.168.0.99 and 192.168.0.151 to
192.168.0.254.
Make sure that each IP address is unique for each PC or network device.
D.
Click the
Gateway
tab, and in the
New Gateway
prompt, enter
192.168.0.1
, which is the default IP
address of the System. Click the
Add
button to accept the entry.
E.
Click the
DNS
tab, and make sure the
DNS Enabled
option is selected. Enter the Host and Domain names
(e.g., John for Host and home for Domain). Enter the DNS entry provided by your ISP. If your ISP has not
provided the DNS IP address, contact your ISP to get that information or go to its website for the
information.
F.
Click the
OK
button in the
TCP/IP properties
window, and click
Close
or the
OK
button for the
Network
window.
G.
Restart the computer when asked.
Page 79 / 127
72
Appendix A: Troubleshooting
Common Problems and Solutions
IP Telephony System
For Windows 2000:
A.
Click
Start
,
Settings
, and
Control Panel
. Double-click
Network and Dial-Up Connections
.
B.
Right-click the
Local Area Connection
that is associated with the Ethernet adapter you are using, and
select the
Properties
option.
C.
In the
Components checked are used by this connection
box, highlight
Internet Protocol (TCP/IP)
, and
click the
Properties
button. Select
Use the following IP address
option.
D.
Enter a unique IP address that is not used by any other computer on the network connected to the
System. You can only use an IP address in the ranges 192.168.0.2 to 192.168.0.99 and 192.168.0.151 to
192.168.0.254.
E.
Enter the Subnet Mask,
255.255.255.0
.
F.
Enter the Default Gateway,
192.168.0.1
(System’s default IP address).
G.
Toward the bottom of the window, select
Use the following DNS server addresses
, and enter the
Preferred DNS server and Alternative DNS server (provided by your ISP). Contact your ISP or go on its
website to find the information.
H.
Click the
OK
button in the
Internet Protocol (TCP/IP) Properties
window, and click the
OK
button in the
Local Area Connection Properties
window.
I.
Restart the computer if asked.
For Windows XP:
The following instructions assume you are running Windows XP with the default interface. If you are using the
Classic interface (where the icons and menus look like previous Windows versions), please follow the
instructions for Windows 2000.
A.
Click
Start
and
Control Panel
.
B.
Click the
Network and Internet Connections
icon and then the
Network Connections
icon.
C.
Right-click the
Local Area Connection
that is associated with the Ethernet adapter you are using, and
select the
Properties
option.
D.
In the
This connection uses the following items
box, highlight
Internet Protocol (TCP/IP)
. Click the
Properties
button.
E.
Enter a unique IP address that is not used by any other computer on the network connected to the
System. You can only use an IP address in the ranges 192.168.0.2 to 192.168.0.99 and 192.168.0.151 to
192.168.0.254.
F.
Enter the Subnet Mask,
255.255.255.0
.
G.
Enter the Default Gateway,
192.168.0.1
(System’s default IP address).
H.
Toward the bottom of the window, select
Use the following DNS server addresses
, and enter the
Preferred DNS server and Alternative DNS server (provided by your ISP). Contact your ISP or go on its
website to find the information.
I.
Click the
OK
button in the
Internet Protocol (TCP/IP) Properties
window. Click the
OK
button in the
Local
Area Connection Properties
window.
Page 80 / 127
73
Appendix A: Troubleshooting
Common Problems and Solutions
IP Telephony System
10.I want to test my Internet connection.
A.
Check your TCP/IP settings.
For Windows 98 and Millennium:
Refer to Windows Help for details. Make sure
Obtain IP address automatically
is selected in the settings.
For Windows 2000:
1.
Click
Start
,
Settings
, and
Control Panel
. Double-click
Network and Dial-Up Connections
.
2.
Right-click the
Local Area Connection
that is associated with the Ethernet adapter you are using,
and select the
Properties
option.
3.
In the
Components checked are used by this connection
box, highlight
Internet Protocol (TCP/IP)
,
and click the
Properties
button. Make sure that
Obtain an IP address automatically
and
Obtain
DNS server address automatically
are selected.
4.
Click the
OK
button in the
Internet Protocol (TCP/IP) Properties
window, and click the
OK
button in the
Local Area Connection Properties
window.
5.
Restart the computer if asked.
6.
Click the
OK
button in the
Internet Protocol (TCP/IP) Properties
window, and click the
OK
button in the
Local Area Connection Properties
window.
7.
Restart the computer if asked.
For Windows XP:
The following instructions assume you are running Windows XP with the default interface. If you are using the
Classic interface (where the icons and menus look like previous Windows versions), please follow the
instructions for Windows 2000.
1.
Click
Start
and
Control Panel
.
2.
Click the
Network and Internet Connections
icon and then the
Network Connections
icon.
3.
Right-click the
Local Area Connection
that is associated with the Ethernet adapter you are using,
and select the
Properties
option.
4.
In the
This connection uses the following items
box, highlight
Internet Protocol (TCP/IP)
, and click
the
Properties
button.
Make sure that
Obtain an IP address automatically
and
Obtain DNS server
address automatically
are selected.
B.
Open a command prompt.
•
For Windows 98 and Millennium, click
Start
and
Run
. In the
Open
field, type
command
. Press the
Enter
key or click the
OK
button.
•
For Windows 2000 and XP, click
Start
and
Run
. In the
Open
field, type
cmd
. Press the
Enter
key or
click the
OK
button.

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