Troubleshooting a Voice Problem
If you are unable to make a voice call, follow these steps:
Step 1: Check the Basics
Complete the initial troubleshooting steps.
Step 2: Make Sure You Are Dialing the Number Properly
As explained in Calls from the Vessel, if you are dialing a number outside the country assigned to Line 1, you need to dial the appropriate international prefix and country code, in addition to the area/city code and local phone number. For example, if your Line 1 is assigned a United States phone number and you are calling a number outside of the U.S., you need to dial 011 + Country Code + Area Code + Local Phone Number.
Step 3: Check the Status on the Web Interface
At the system's web interface, go to the Home page and check the Voice Status information. If it shows “Unable to Register Voice Service,” there is an account or activation issue - contact KVH Technical Support. Also make sure the phone line status is "Available."
In addition, verify that the system's VSAT WAN connection is online. VoIP service requires a VSAT connection.
Step 4: Restart the MTA
The MTA built into the BDU might need to download an updated configuration file from the network. Try restarting the MTA at the system's web interface (see Hardware Restart).
Step 5: Verify the MTA Obtained an IP Address
The MTA built into the BDU must receive an IP address in order to provide a voice connection. Pick up the handset on any phone connected to the BDU and press KVH Technical Support for assistance.
on the keypad. If you hear “0.0.0.0” in the handset, the MTA did not receive a valid IP address. ContactStep 6: Try a Different Phone
Disconnect the phone from the BDU and connect another phone in its place (use a phone that you know is working properly). If you are then able to place a call with the new phone, the phone you were using is faulty.
Step 7: Verify the Phone Is Connected Properly
Make sure your phone is connected to the "Phone Line"the "Phone 1"the correct "Phone" jack on the BDU.
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