--- title: Troubleshooting your Voiply Adapter description: A step-by-step guide on how to troubleshoot your Voiply System --- [Skip to content](https://kb.voiply.com/troubleshooting-your-voiply-adapter#main-content) English Show submenu for translations ![](https://kb.voiply.com/hs-fs/hubfs/image20191003143248_zbk0vb-1.png?width=100&height=75&name=image20191003143248_zbk0vb-1.png) Open main navigation Close main navigation - English Show submenu for translations - Contact us Contact us How can we help you? - There are no suggestions because the search field is empty. 1. [Voiply Knowlege Base](https://kb.voiply.com/) 2. [Home Phone Service](https://kb.voiply.com/home-phone-service) 3. [Troubleshooting](https://kb.voiply.com/home-phone-service#troubleshooting) # Troubleshooting your Voiply Adapter ## 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](https://kb.voiply.com/factory-reset-voiply-adapter)) If a reboot does not resolve the issue, perform a factory reset: 1. With the Voiply Adapter powered on, unplug the **blue Ethernet cable** from the Internet port. 2. Locate the **reset button** on your Voiply Adapter (usually a small pinhole). 3. Use a paperclip or similar object to press and hold the button for **10 seconds**. 4. Release the button, and the adapter will reboot and restore factory settings. 5. 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 πŸ’»πŸ”Œβ“ You can find the IP by following these steps πŸ“–: 1. Use a telephone connected to the phone port of your Voiply Adapter. 2. Press the **star key (\*) three times** to access the IVR menu and wait until you hear β€œEnter the menu option.” 3. 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: - [Speed Test](https://www.voiply.com/speedtest) - [SIP ALG Test](https://kb.voiply.com/hubfs/sip-alg-detector.exe) If **SIP ALG is detected**, please follow this article to disable it on your network modem/router: [How To Disable SIP ALG](https://kb.voiply.com/how-to-disable-sip-alg-for-voiply-home-users). 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?](https://kb.voiply.com/how-do-i-contact-voiplys-support) - [Getting Started](https://kb.voiply.com/getting-started#main-content) - [Account Setup & Verification](https://kb.voiply.com/getting-started#account-setup-verification) - [Billing Basics](https://kb.voiply.com/getting-started#billing-basics) - [Calling and Service Limitations](https://kb.voiply.com/getting-started#calling-and-service-limitations) - [Features & Enhancements](https://kb.voiply.com/getting-started#features-enhancements) - [Network Setup](https://kb.voiply.com/getting-started#network-setup) - [Using the Voiply Mobile App](https://kb.voiply.com/getting-started#using-the-voiply-mobile-app) - [Porting Your Number](https://kb.voiply.com/porting-your-number) - [Home Phone Service](https://kb.voiply.com/home-phone-service#main-content) - [Cancellation and Returns](https://kb.voiply.com/home-phone-service#cancellation-and-returns) - [Troubleshooting](https://kb.voiply.com/home-phone-service#troubleshooting) - [Billing and Payments](https://kb.voiply.com/home-phone-service#billing-and-payments) - [Account Management](https://kb.voiply.com/home-phone-service#account-management) - [Getting Started](https://kb.voiply.com/home-phone-service#getting-started) - [Kids Phone Service](https://kb.voiply.com/kids-phone-service) - [Business Phone Service](https://kb.voiply.com/business-phone-service#main-content) - [Starter Plan](https://kb.voiply.com/business-phone-service#starter-plan) - [The Essentials](https://kb.voiply.com/business-phone-service#the-essentials) - [Premier Plan](https://kb.voiply.com/business-phone-service#premier-plan) - [Number Parking](https://kb.voiply.com/number-parking) - [Internet Service](https://kb.voiply.com/internet-service) - [Online Fax Service](https://kb.voiply.com/online-fax-service) - [Premium Add-ons](https://kb.voiply.com/premium-add-ons) - [AI Receptionist](https://kb.voiply.com/ai-receptionist) - [AI Assistant](https://kb.voiply.com/ai-assistant) [![Chill listening crop-3](https://kb.voiply.com/hs-fs/hubfs/logo_1-removebg-preview.png?width=60&height=24&name=logo_1-removebg-preview.png "Chill listening crop-3")](http://www.voiply.com) 301 Grant St #270, Pittsburgh, PA 15219 [mailto:support@voiply.com](mailto:support@voiply.com) Copyright Β© 2025, Voiply, LLC