A step-by-step guide on how to troubleshoot your Voiply System
If you are having issues making or receiving phone calls, have no dial tone, don't see all 3 blue lights on your Voiply Adapter lit, or receive a message that the device is not registered, here are some steps to get you up and running again:
Step 1: Try a simple reboot of the adapter
Simply unplug the adapter from power, count to 5, then plug it back into power. Be sure that all cables are securely connected:
- Ethernet cable is plugged into a router via a cable in the blue port.
- The telephone is plugged into the adapter in the green port.
Step 2: Perform a factory reset of the adapter (Factory Reset Steps)
If a reboot does not resolve the issue, perform a factory reset:
- With the Voiply Adapter powered on, unplug the blue Ethernet cable from the Internet port.
- Locate the reset button on your Voiply Adapter (usually a small pinhole).
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Use a paperclip or similar object to press and hold the button for 10 seconds.
- Release the button, and the adapter will reboot and restore factory settings.
- After the reset is complete, reconnect the blue Ethernet cable to the Internet port and wait a few minutes for the adapter to reconnect to the network.
Check the lights on the adapter to confirm the proper connection.
Step 3: Check if the phone is getting an IP address from your network 💻🔌❓
You can find the IP by following these steps 📖:
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Use a telephone connected to the phone port of your Voiply Adapter.
- Press the star key (*) three times to access the IVR menu and wait until you hear “Enter the menu option.”
- Press 02 and the current IP address will be announced.
You should hear an address that doesn't start with 0 or 169.
If the phone is not getting an IP address:
- Ensure the Ethernet cable is plugged into the LAN port of your Voiply Adapter.
- The other end should be plugged into one of the ports 1-4 on your router/switch/modem.
Step 4: Check for possible issues with your home network
Run our speed test and SIP ALG test to confirm there are no network issues:
If SIP ALG is detected, please follow this article to disable it on your network modem/router: How To Disable SIP ALG.
If you are unable to disable SIP ALG or continue to experience issues, it is highly recommended to use a Voiply-compatible router. This ensures optimal performance and resolves compatibility issues caused by certain ISPs. For more information, refer to this article: Why a Voiply Recommended Router is Needed for Certain ISPs.
If the issue persists, contact Voiply Support for further assistance. You can reach Voiply Support by visiting our support page: How Do I Contact Voiply's Support?