Unformatted text preview: not be plugged in correctly. 41 troubleshooting You hear a regular dialtone instead of the
Check that your ooma system is powered. The
ooma Tab should be blue.
Check that the phone (or cordless base station)
is correctly plugged into the PHONE port of an
ooma Hub or ooma Scout.
If you make any outgoing phone call when
you hear the regular dialtone, regular calling
charges will apply.
You hear nothing when a phone is picked up
Check that your phone is plugged into the
PHONE port of an ooma Hub or ooma Scout
and that the WALL port is plugged into a working
phone jack. Also, verify that your Internet
connection is working.
If you are using the ooma system with a
landline, verify that the phone jack is working
by connecting your phone directly to it. You
should hear a regular dialtone.
Your Internet connection is no longer working
Check that you have followed the network
cabling instructions carefully. The ooma Hub
MODEM port (and the HOME port, if plugged in)
should show a solid green light.
Reboot any network devices, such as modems,
routers, hubs, switches, and any computers.
Attempt to connect to and browse the Internet
from a computer hooked up to the HOME port.
You need to assign a static IP address to the
ooma Hub or setup port forwarding
Configure a computer to “Obtain IP address automatically” (using DHCP) and connect it to the
ooma Hub HOME port. Open up a web browser
and go to http://setup.ooma.com. This will bring
up a simple interface to configure port forwarding
and assign a static IP address to the ooma Hub.
You have a cable or DSL modem that
connects to the computer via USB
Modems with only a USB connection are not
supported. Many modems can be reconfigured to
use Ethernet instead. Please contact your highspeed Internet service provider for more details.
Outgoing local calls fail with a fast busy signal
Check that the ooma Hub WALL port is plugged
into the correct phone jack. If you have an
integrated landline, connect a phone directly to
the phone jack and check for a regular dialtone.
The voice quality of your calls is diminished
ooma recommends that the ooma Hub be
directly connected to the modem (connected to
the MODEM port) and that router, computers and
other network devices be connected behind it
(connected to the HOME port) so that voice traffic
can be intelligently prioritized over other Internet
If you have setup your ooma Hub between
your modem and other network devices and
still experience diminished voice quality, you
can further optimize how ooma prioritizes
voice traffic under Advanced Settings at
http://setup.ooma.com. This site must be
accessed from a computer connected to the
HOME port of the ooma Hub. 42 troubleshooting There aren’t enough ooma Scout devices to
connect all phones
Any phones not connected through a ooma Hub
or ooma Scout should be disconnected from the
wall. You may purchase additional ooma Scout
devices on our website.
Picking up another phone does not join the
With the Instant Second Line, the user will hear
a new ooma dialtone before making another call,
even when the first line is in use. To join a call
already in progress, press the active line button
or the Flash button on your telephone handset.
Picking up another phone joins the existing call
Be sure that the phones in use are connected to
different ooma Hub or ooma Scout devices. Keep
in mind that cordless phone systems that have
multiple cordless handsets associated with one
base station are treated like a single phone.
International calls do not work
To complete an international call, you must add funds into your pre-paid account. This can be
done online in the ooma Lounge. Once your
account is funded, international calls can easily
be placed without access codes or calling cards.
Phones don’t ring when you receive a call
Check that your phones are connected to the
PHONE port of an ooma Hub or ooma Scout. If
the phone needs power, confirm that it is plugged
The ooma system must be installed on the
phone line that corresponds to the phone
number you registered with your ooma
system. If you have multiple phones lines,
check to make sure the ooma Hub WALL port
has been connected to the correct phone line.
Next, check if the Send-to-Voicemail
is lit red. This means Do not Disturb is active and
all calls are forwarded directly to voicemail. To
deactivate Do not Disturb mode, press the
button for two seconds. The light will turn off. Contacting ooma Support
Most issues can be resolved easily and quickly with our online support system at:
At the website, you can also:
Search our knowledge base
Read Frequently Asked Questions
Submit an issue or chat with a customer support representative
If you are unable to resolve your problem online, you can call ooma, seven days a week at 1-888-711-6662. 44 appendix a: identifying your equipment To install the ooma system, you must be able to identify and locate the following network devices and
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This document was uploaded on 01/15/2014.
- Winter '14