Troubleshoot

If you can see the usual display from the videophone on your TV screen but you cannot make calls, you may need to reset all of your SVRS equipment and check the wiring connections. Your SVRS equipment consists of the videophone, the router and your modem.

Follow these steps to reset your SVRS equipment:

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: 801-251-7777. If everything is working correctly, you will receive an automated incoming test call in return.
   
   

If after resetting all your SVRS equipment you still cannot make or receive calls, contact Sorenson Technical Support.

If you can make outgoing calls, then it is likely that your SVRS equipment and your internet connection are both working correctly.

If your problem is not being able to receive incoming calls, check to be sure that the "No Calls" button on the videophone's remote control (located near the bottom in the Privacy area) was not pressed by accident.

No Calls Button		No Calls Icon

When the "No Calls" button is pressed on the remote control, the videophone will automatically reject all incoming calls. An icon on the screen will appear when the "No Calls" option is turned on. Remember, only when the icon does NOT appear on the screen will you be able to receive incoming calls.

If you continue to experience incoming call problems, contact Sorenson Technical Support.

There are three possible reasons why the videophone may display a Missed Call notice although it has not received an incoming call. The most common cause is that Sorenson Communications has sent a signal to the videophone to make it display a Missed Call notice to alert you to some important information. In this case, the Missed Call notice does not mean there is a problem with the videophone.

There are two technical reasons for this situation that do indicate a problem. The causes and the solutions are given below:

Possible Cause:	The videophone's Public IP Settings are not set correctly.
Solution:	The "Auto Detect Public IP" option should be turned on. If you do not know how to turn on this option or if turning it on does not help, please contact Technical Support.
Possible Cause:	A software or hardware firewall is blocking network traffic to the videophone.
Solution:	Please contact Technical Support if you think you might have a firewall issue.

Sometimes our customers have reported that their Contacts list or Call History buttons have "disappeared" or "grayed out" which means that they do not work (cannot be selected). Both of these problems can be caused by a temporary connection issue between the videophone and the servers.

To try to fix these problems yourself, unplug the videophone's power cord. Wait for at least five seconds, and then plug it back in again. After another minute or two, check to see if you can use the Contacts or Call History buttons. If you still can't use these buttons, contact Sorenson Technical Support.

These issues are usually caused by transmission speed (upload or download) problems with your internet connection. Cable modem connections can be slow at certain times of day when many nearby users are connected to the internet. Also, if you share your internet connection with computer users in your home or business sometimes that can slow down your videophone connection.

These connection speed problems are often temporary. Trying your call again later might make the problem go away.

If any of these problems persist, you will want to discover the reasons. If the speed of your internet connection has changed significantly since the videophone was first installed, the videophone may require a change of settings in order to work properly. We suggest you contact Sorenson Technical Support for assistance if you have persistent problems with video quality.

This problem can be caused by improper settings on the router. To correct the problem, you may need to make an adjustment to the router to allow videophone calls to be made.

Please contact Sorenson Technical Support for assistance with this problem.

If the VP-200 remote control appears to have stopped working, follow these troubleshooting steps:

1. First, test whether the remote control is sending a signal to the VP-200 as follows:
   • Try pointing the remote control directly at the videophone so that you can see the end of the remote control appear in the VP-200's video image area on your TV screen.
   • Then, press any button on the remote control as you look at the video image. You should see a light flashing at the end of the remote control when you push any button. You will see the light flash because the infrared light sent by the remote control is displayed as normal, visible light on your TV screen.
   • If you do see the light flash on the TV screen when you press a button on the remote control, it means that the remote is functioning properly, so go on to Step 3.
   • If you do not see the light flash on the TV screen, go on to Step 2.
   
   
2. Replace both of the batteries in the remote control with a fresh set of AAA batteries. Then, try repeating Step 1. If you still do not see the flashing light on your TV screen, go on to Step 3.
   
   
3. If you have reached this step and your videophone still does not respond, there is probably something wrong with the videophone, not the remote control. Please contact Sorenson Technical Support for further assistance.
   
   

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.
   
   

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.

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.
   
   

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.

Learning to use the Call Waiting feature of the Sorenson VP-200 is easy. After a few tries, you'll get the hang of putting one call on hold while you take a quick call from another videophone user.

Follow these steps to respond to an incoming call:

Step 1 of 5
If you get an incoming call when you're already talking to someone, you'll see a Call Waiting notice at the top of the TV screen.

You can ignore the notice to automatically send a busy signal.

Or, you can press the Enter key on the remote control to display the In-Call Status bar as shown in the above screen image.

Step 2 of 5
This is the In-Call Status bar. The three options here let you choose to hang up the current call, switch to the incoming call, or open the Add Contact page.

Let's assume you want to switch to the incoming call by putting the current call on hold. To do so, select the Incoming icon.

Step 3 of 5
This dialog lets you choose what to do with the incoming call. You can answer it by holding the current call or by hanging up the current call. You can also decide to send a busy signal from this dialog.

Because we've assumed that you want to put the current call on hold, select the Answer-Hold Current icon.

Step 4 of 5
You will now be connected to the incoming call. The original caller is on hold. You can proceed with your conversation with the incoming caller.

When you are ready to switch back to the call on hold, press the Enter key on the remote control to display the In-Call Status bar again.

Step 5 of 5
The In-Call Status bar has changed such that the middle icon now reads "Switch Calls" instead of "Incoming". This name change is your visual confirmation that you have a caller on hold. If you do not see this icon, the caller hung up while waiting for you to return.

Let's assume you want to switch back to the call on hold. To do so, select the Switch Calls icon. The current caller will be put on hold and the caller that was on hold will appear on the screen.

Note:You can continue to switch back and forth between the two active calls by using the Enter key on the remote. Remember that if either caller decides to hang up instead of holding, you won't see the Switch Calls icon on the In-Call Status bar.

That's it! You're now ready to use the Call Waiting feature the next time you receive a call when you're already in a call.

The LightRing on the Sorenson VP-200 flashes brightly to show when an incoming call is being received. The LightRing is the clear ring that surrounds the camera lens.

You can assign specific light patterns to any of the names stored in the VP-200's Contacts list. Then, whenever the LightRing flashes, you'll be able to recognize who is calling you. This feature is called "Visual Caller ID."

You can easily set up the Visual Caller ID feature for the names you have stored in the VP-200's Contacts list. You just have to edit a contact record to change the LightRing pattern it uses. All your contact records will use the same LightRing pattern (called the "Default" pattern) until you change any of the records.

Follow these steps to change the LightRing setting for your contacts:

Step 1 of 5
At the Home page, select the Contacts icon.

Step 2 of 5
At the Contacts page, select a name from the list. Then, select the Edit... button.

Step 3 of 5
At the Edit Contact page, use the arrow keys on the remote control to move down to the LightRing Pattern drop-down list.

Press the Enter key on the remote control to open the list.

Step 4 of 5
Select one of the patterns from the list.

Press the Enter key on the remote control to make the LightRing flash with the selected pattern. If you do not like the pattern, select another one from the list.

Note: If you select the pattern named "Off", the LightRing will not flash at all when the contact calls your videophone.

Step 5 of 5
When you are ready to accept one of the LightRing patterns, use the arrow keys on the remote control to move down the page to the OK button. Select the OK button to accept your changes.

Repeat these steps for your other existing contact records.

In the future when you add new contacts, remember you can specify the LightRing patterns to be used when you add the new contacts.

If you want to use your own voice to speak to the hearing people you call using Sorenson VRS, you can use the "Voice Carry Over" (VCO) feature. During a SVRS-VCO call, the Sorenson interpreter relays the hearing person's part of the conversation in ASL to you while you speak using your own voice.

To be able to make Sorenson VRS-VCO calls, a standard voice telephone or cell phone must be available near the Sorenson videophone. Your Sorenson interpreter will call your voice phone before calling the hearing person whom you wish to contact. The VCO feature must also be activated on the VP-200. If the VCO feature is not activated, follow the instructions below.

Follow these steps to turn on the VCO feature:

Step 1 of 6
To turn on the VCO option, first select the Settings icon at the Home page.

Step 2 of 6
The screen display has changed to show the Settings options page. Select the Device icon.

Note: The screen shown above does not include the normal video image. This was done to make it easier to see the icon(s) that appear in the image area.

Step 3 of 6
The screen display has changed again to show the Device options page. Select the VCO icon.

Step 4 of 6
The screen now shows the VCO Default Settings page.

First, select to enable the VCO option.

Then, enter your voice telephone number that the interpreter will use to call you back. The Callback number must be a standard voice telephone or a cell phone number.

Then, select OK.

Step 5 of 6
The screen display will have returned to the Device options page.

Select the Home icon to go back to the Home page.

Step 6 of 6
Once you are back at the Home page, you can place your SVRS VCO call.

Remember to select the SVRS VCO icon to dial your call.

You can easily add all the phone numbers for your hearing contacts to the VP-200's Contacts list.

Follow these steps to add a contact:

Step 1 of 5
At the VP-200 Home page, select the Contacts icon.

Step 2 of 5
At the Contacts page, select the New... button.

Step 3 of 5
At the Add Contact page, you must enter the hearing contact's name in the Name field.

To do so, first press the Keyboard key on the remote control.

Step 4 of 5
When the on-screen keyboard appears, use it to enter the contact's name. When ready to exit the Name field, select the Enter key on the on-screen keyboard.

Then, use the remote control to move to the Dial field.

Use the numeric keypad on the remote control to enter the phone number.

Step 5 of 5
After entering the name and phone number, you must indicate the type of the contact. To do so, select either the Sorenson VRS radio button or the Sorenson VRS with VCO radio button.

You may also specify a LightRing pattern for this contact.

When ready to exit, select the OK button.

Repeat this 5-step process for all your other hearing contacts.

If you live in the United States or its territories, you can use Sorenson VRS to call anyone, anywhere in the world who speaks either English or Spanish. There are no time limits on any of your calls. You can talk for as long as you like, day or night.

We want every call you make with Sorenson VRS to be a great one. To help us meet that goal, we've gathered together some ideas and suggestions for you. Please take a few minutes to read the SVRS "Usage Tips" that are described below.

Tip 1 - Before calling, check the lighting in the room.

• Turn on the lights in the room, if needed, to make sure your interpreter will be able to see you clearly.
• Any light you turn on should be in front of you, not behind you. Strong backlighting can make it difficult for your interpreter to see your hands clearly. Close the blinds or curtains if a window is located behind you.
• Check to be sure the background behind you is not distracting. Solid colors are best because some patterns can make it difficult for your interpreter to see you.

Tip 2 - Check the clothes that you are wearing.

• Believe it or not, some people forget to be fully dressed, so please "check yourself" before dialing or answering a call.
• Wear clothing with solid colors that contrast with your skin color. If you have lighter skin, choose darker colors. If you have darker skin, try wearing lighter colors.
• Avoid clothing with stripes or busy patterns because they can make it difficult for your interpreter to see your hands.

Tip 3 - Check the VP-200 camera's position and focus.

• Make sure the VP-200's camera is located straight in front of you. Try not to position the camera using a sharp angle because the interpreter may not be able to see your hands.
• Try using the VP-200's Pan/Tilt/Zoom feature on the remote control to make sure your image is positioned in the center of the camera's view.
• If necessary, adjust the focus of the camera lens by turning the black plastic ring around the lens until the image is sharp.

Tip 4 - Understand the interpreter's role.

• Please understand that your interpreters cannot have a personal conversation with you. Under federal guidelines, they are directed only to interpret your calls. However, your interpreters may ask questions to be sure they can effectively handle your calls.
• Your interpreters will respect your privacy and anonymity. Remember, they cannot answer personal questions such as telling you their names or where they live.
• Your interpreters are allowed to give you their identification numbers and to state that they are qualified VRS interpreters. They may not answer questions about their background, experience, or training.
• If an interpreter isn't meeting your needs, politely request another interpreter.

Tip 5 - Give your name and videophone number if you are leaving a voice message.

If you are leaving a message on an answering machine or answering service for a hearing person, follow these steps:

1. First explain that you can be called back through your videophone number.
2. Then, state your full name.
3. Then, state your Sorenson videophone number, including its area code, or state your DirectVP number.
   
   Remember to leave either your Sorenson videophone number or your DirectVP number as part of the message so that the hearing person can call you back through Sorenson VRS

Tip 6 - Understand how Interactive Voice Response (IVR) systems work.

Many businesses now use computerized telephone answering systems with "Interactive Voice Response" (IVR) technology. An IVR system uses a recorded message to guide the caller through a series of options. Based on the caller's response, the system routes the call to an operator or simply plays a recorded message. Some IVR systems allow callers to skip directly to a live person, but many others do not provide this option.

Sorenson Communications uses an IVR system to help manage incoming calls. Some other examples of companies that use IVR systems are banks, Internet Service Providers (ISPs), and doctors' offices.

Here are some suggestions for you if your SVRS call reaches an IVR system:

• Pay careful attention to the options as they are signed to you by your SVRS interpreter. Remember, your interpreter cannot help you decide which option to choose.
• Be patient. An IVR system can be confusing to anyone. Usually you can choose to have the IVR repeat its list of options if you did not understand all of the options the first time.
• Sometimes you may not have all of the information requested by the IVR ready, such as an account number. In that case, hang up, find the information you need, then repeat your SVRS call.

Tip 7 - Slow down and be specific when signing a series of numbers and/or letters.

There will be times during your SVRS calls when you will need to sign a series of numbers and/or letters, such as when giving an address, a serial number, or an account number. And because certain letters and numbers use the same signs, your interpreter may need you to clarify which sign you have used.

In both these situations, you can help your interpreter to understand you the first time by following these suggestions:

1. Slow down when signing a series of numbers and/or letters.
2. Use the signs for "number" or "letter" to clarify your signs when giving a combination of numbers and letters. Clarify these Signs:
   
   Letters
   O F D V W
   
   Numbers
   0 9 1 2 6

Tip 8 - Establish with your interpreter the meanings of the regional and/or name signs that you wish to use.

Because your Sorenson interpreter may be located outside your local community, she or he will likely not be familiar with any regional or name signs that you use. For example, the signs that you use for such things as retail stores, freeways, cities, people, etc., may mean entirely different things to your interpreter.

You can help your interpreter by establishing the meaning of any regional or name signs that you wish to use by clearly spelling out the meaning of those signs before you use them in your conversation.

We’re sorry, due to current FCC regulations, SVRS no longer supports Envision SL. To apply for a Sorenson videophone, click here.

To learn about communication options while traveling, visit www.siprelay.com.