Sorenson VRS®

My videophone does not work with my new modem/router/switch.

If you find that you cannot make or receive videophone calls, you may have a problem with your Internet connection. Your Internet connection must be up and running in order for your videophone to work.

If your computer works (so you can see this Support page) but your videophone does not work, you may be able to resolve the issue yourself by following the instructions given below. If you are not comfortable following these instructions, please contact Sorenson Technical Support for assistance.

Check Your Ethernet Cable Connections

If you've recently moved your SVRS equipment or installed hardware (such as a modem, router, or a switch), your Ethernet cable connections may have not have been connected properly. You can try to solve the problem by checking each of the connections as follows:

If you are using a DSL or Cable modem with a router and a computer check to see that the cables run as follows:

• Ethernet cable from the DSL or Cable modem to the WAN Port on the router
• Ethernet cable from Router Port 4 to the Sorenson videophone
• Ethernet cable from Router Port 1 to the computer

If you are using a DSL modem with a switch and a computer check to see that the cables run as follows:

• Ethernet cable from the DSL modem to Port 1 on the switch
• Ethernet cable from any available port on the switch to the Sorenson videophone
• Ethernet cable from any available port on the switch to the computer

Try Resetting Your SVRS Equipment

If the Ethernet cable connections are correct as explained above but you are still unable to make or receive calls, you can try resetting your SVRS equipment. Follow these steps:

1. Check the wiring between all your SVRS devices to make sure nothing has come unplugged by accident.
   
   
2. Unplug the power cords from all your SVRS devices.
   
   
3. Wait for about a minute.
   
   
4. First, plug the power cord back into the modem.
   
   
5. Wait for all the modem's lights to show "ready" or green. Your Internet connection must be up and running in order for your videophone to work.
   
   
6. Next, plug the power cord back into the router. The router will "see" the Internet connection and come back online.
   
   
7. Then, plug the power cord back into the videophone. The videophone will start. Look for its display on your TV screen.
   
   
8. Once the usual display from the videophone appears on your TV screen, try making a test call. Dial this number using the "VP" method: 801-287-9400. If everything is working correctly, you will receive an automated incoming test call in return.
   
   

Check the Network Settings on the Videophone

If after resetting all your SVRS equipment you still cannot make or receive calls, the videophone's network settings (the IP Address settings in particular) may be incorrect for your current modem, router, or switch configuration. If you do not know how to set the videophone's IP Address settings to work with the IP address supplied by your Internet provider or if you are unable to solve the issue yourself, please contact Sorenson Technical Support for assistance.

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