User Guide Problems and Solutions

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Problems and Solutions

Below is a list of problems you may experience while using your Aplio/Phone. Click on the description to view the reason for the problem and some possible solutions.

Installation Problems

You plugged in your Aplio/Phone and you don’t hear a dial tone on your phone.
You plugged in the power adapter to your Aplio/Phone and the APLIO button blinks quickly without stopping.
The telephone cord does not fit into your wall-jack.

Configuration Problems

You pressed the ECO CONFIG button twice and nothing happened.
You get the ‘Invalid Code’ message.
You get the ‘Invalid Value’ message.
You don’t know which ISP code to use.
You use pulse dial.

Self-test Problems

Your telephone doesn’t ring at the end of the test and the APLIO button continues to blink.
Your telephone doesn’t ring at the end of the test and the APLIO button has stopped blinking.
You get the ‘Internet Connection Failed’ message.
You get the ‘ISP Does Not Respond’ message.
You get the ‘Server Connection Failed’ message.

Problems establishing an Aplio phone call

You attempted to make a call between two Aplio/Phones and it didn’t work.
There is no message telling you that communications have started when you press the APLIO button.
You get the ‘Direct Connection Failed’ message.
You get the ‘Internet Connection Failed’ or the ‘Server Connection Failed’ message.
You get the ‘Party Not Found’ message.
You get the ‘Connection Error’ message.
In 100% Free Mode, you get the 'connection error' or 'party not found' messages.

Problems occur during an Aplio phone call

During the call you get the ‘Internet Congested’ message.
During the call, you can no longer hear the other party.
During a call, the other party’s voice seems to get cut off in the middle of words.
During a call, there is a delay between when you speak and when the other party hears you.

Aplio/Phone upgrade problems

The ECO CONFIG button blinks slowly even when your Aplio/Phone is not in use.
After finishing an upgrade, you pick up the telephone handset and there is no dial tone.

Installation problems

You plugged in your Aplio/Phone and you don’t hear a dial tone on your phone.

Your telephone wall-jack may not be working properly.
Plug your telephone directly into the wall-jack to see if you get a dial tone.

The telephone cables are plugged in incorrectly.
Make sure the cable from the wall-jack is plugged into the Aplio/Phone where it is labeled LINE and the cable from the telephone is plugged into the Aplio/Phone where it is labeled PHONE.

You plugged in the power adapter to your Aplio/Phone and the APLIO button blinks quickly without stopping.

The power adapter is not plugged in properly.
Disconnect the power adapter from the back of the Aplio/Phone. Wait approximately five seconds, then reconnect the power adapter. If necessary, repeat this process several times. If the problem persists contact Technical Support as described in the Quick Start Guide.

The telephone cord does not fit into your wall-jack.

You purchased an Aplio/Phone that was intended for use in a different country.
Purchase the appropriate adapter from your Aplio/Phone reseller or from a local telephone equipment vendor. For the connection between the Aplio/Phone and the wall-jack, select a phone cable that supports a modem.

Configuration problems

You pressed the ECO CONFIG button twice and nothing happened.

The power adapter is not plugged in properly.
Verify that the power adapter is plugged in correctly into the power outlet and into the ‘DC IN’ plug in the back of the Aplio/Phone. If your Aplio/Phone was purchased in a country other that where you are using it, make sure the voltage of the power adapter is correct (120V or 220V). When everything is working properly, you will hear three beeps approximately 10 seconds after plugging in the Aplio/Phone.

You pushed the ECO CONFIG button too soon.
You must wait until you have heard three beeps before you press the ECO CONFIG button.

You didn’t pick up your telephone.
Before pressing the ECO CONFIG button to configure your Aplio/Phone, you must pick up the telephone handset and keep it to your ear for the length of the configuration. By doing so you can listen to the voice prompts as they guide you throught the configuration.

You pushed the ECO CONFIG button too quickly.
When you press the ECO CONFIG button for the first time, wait until it interrupts the dial tone (the button will remain dim). When you press ECO CONFIG the second time, you will hear the Main Options menu voice prompts and the button will start to blink.

You get the ‘Invalid Code’ message.

You entered a code that is not recognized by the Aplio/Phone.
Press the ECO CONFIG button twice to hear the Main Options menu and select one of the codes that are listed.

You get the ‘Invalid Value’ message.

You entered a value that is incompatible with the parameter you selected.
Re-enter the value and the code.

You don’t know which ISP code to use.

www.aplio.com

You use pulse dial.

To use pulse dial, add *p before the ISP Access Number, that will be converted using two-digit codes. Sample :

ISP Access Number:	*	p	1	2	3	4	5
Would be converted to:	*	55	01	02	03	04	05	#

The phone itself must always support touch-tone dialing.

Self-test problems

Until you receive the ‘Test Successful’ message after performing the Self-test, you will not be able to use your Aplio/Phone. It is therefore very important to solve any problems that may have caused the Self-test to fail.

Your telephone doesn’t ring at the end of the test and the APLIO button continues to blink.

Your Aplio/Phone is still trying to connect to your ISP.
Although the Self-test will usually take less than one minute, it can sometimes take several minutes. If the APLIO button is still flashing, it is still trying to complete the connection.

Your telephone doesn’t ring at the end of the test and the APLIO button has stopped blinking.

Your Aplio/Phone finished the Self-test but was unable to ring your telephone.
Try doing a Self-test without hanging up the telephone handset. You will hear a series of beeps until the test is completed, then you will hear a message telling you whether the test was successful. If you hear the ‘Test Successful’ message, it is likely that your Aplio/Phone was unable to make your telephone ring.

Use another brand of telephone, then retry the Self-test.

You get the ‘Internet Connection Failed’ message.

You have configured your Aplio/Phone incorrectly.
Verify that each piece of information required for configuration (ISP access number, user name, password, connection type and country code) was entered correctly. You can verify each part of your configuration (except the password) by selecting the appropriate number from the Main Options menu and pressing the # key.

You get the ‘ISP Does Not Respond’ message.

Your ISP’s access number is busy.
Try the test again later. If the problem persists, verify that the number you have for your ISP is correct.

You made an error while entering the ISP’s access number during configuration.
Repeat the configuration using the correct access number. Make sure to enter it exactly as you would dial it from your phone. If you still have a problem, contact your ISP.

You get the ‘Server Connection Failed’ message.

Do not change anything in your configuration.
If you receive this message, everything is configured correctly. You should try the test again later. If you still have trouble, contact Technical Support as described in the Quick Start Guide.

Problems establishing an Aplio/Phone call

This section will help you solve problems relating to establishing communication between two Aplio/Phones.

You attempted to make a call between two Aplio/Phones and it didn’t work.

You, or the receiving party, configured the Aplio/Phone incorrectly.
Make sure that your Aplio/Phone (and the Aplio/Phone of the person you are calling) passes the Self-test. If both Aplio/Phones have passed self-tests successfully, but fail when trying to make a call, you should try turning on error correction. See "Entering Extended Configuration Mode".

There is no message telling you that communications have started when you press the APLIO button.

Your power adapter is not plugged in.
Verify that the Aplio/Phone is plugged in correctly and wait until you hear three beeps before you use the Aplio/Phone.

You get the ‘Direct Connection Failed’ message.

The party you are calling does not have an Aplio/Phone.
To make a call over the Internet with your Aplio/Phone, the person you are calling must also have an Aplio/Phone.

The party you are calling does not have their power adapter plugged in correctly.
Ask the other party to check to make sure the power adapter is plugged in correctly. Also remind them to wait until they hear three beeps before they use the Aplio/Phone.

You and the party you are calling must not hang up your phones until you hear the ‘hang up now’ message. Try making a call using 100% Free Mode and dialing the other party’s Aplio ID number. For details, see "Making a call using the Aplio/Phone 100% Free Mode". Try establishing communications again. If you still have problems, contact Technical Support as described in the Quick Start Guide.

You get the ‘Internet Connection Failed’ or the ‘Server Connection Failed’ message.

If the Self-Test was successful, this means you should enable error correction.
See "Enable Error Correction". If the Self-Test was unsuccessful, see "Self-test problems".

You get the ‘Party Not Found’ message.

This means your Aplio/Phone connected to the Internet, but did not find the other party’s Aplio/Phone.
Try placing the call again. If it still fails, ask the party you are calling to run a Self-test on their Aplio/Phone to make sure it is operating correctly. If their Aplio/Phone passes the Self-test, contact Technical Support as described in the Quick Start Guide. If their Self-test fails, have the other party check their configuration.

Both parties pressed the APLIO button.
Try placing the call again, but make sure that only one party presses the APLIO button.

You get the ‘Connection Error’ message.

There is a data transmission error.
Try placing the call again. If the problem persists, contact Technical Support as described in the Quick Start Guide.

In 100% Free Mode, you get the 'connection error' or 'party not found' messages.

The other party does not have their phone set to use 100% Free Mode.
Reschedule the call and try again later.

You made an error when dialing the other party’s Aplio ID.
Check the ID number and try the call again.

Problems occur during an Aplio/Phone call

During the call you get the ‘Internet Congested’ message.

Everything is operating correctly, but the Internet has become so congested with other data traffic that the likelihood of a quality phone call is low. Either wait to see if the Internet traffic subsides or end the call and place it again at a later time.

During the call, you can no longer hear the other party.

It is very possible that the other party still hears you, even if you can not hear them.
Because of traffic, the Internet is having trouble transmitting the other party’s voice signal. Hang up and try the call again later.

During a call, the other party’s voice seems to get cut off in the middle of words.

This is an indication of heavy Internet traffic.
In this case, there is enough Internet bandwidth to send the voice signal, however it cannot be transmitted perfectly. Wait for a while to see if the transmission quality improves. If you do not see an improvement, hang up and try the call again later.

During a call, there is a delay between when you speak and when the other party hears you.

This is expected Internet communications behavior.
This delay changes depending on Internet traffic, with heavy traffic resulting in a longer delay. In addition, the delay is always longer during the first 30 seconds of a call while the Aplio/Phone’s Quality Enhancer is starting the call-optimization process.

Aplio/Phone upgrade problems

This section will help you solve problems related to upgrading your Aplio/Phone. Upgrading is a delicate operation, so do not interrupt this process. Interrupting an upgrade can damage your Aplio/Phone.
Upgrades may take up to 30 minutes or more, so be patient. A voice will announce the completion of the upgrade on the Aplio/Phone speaker.

The ECO CONFIG button blinks slowly even when your Aplio/Phone is not in use.

This is normal.
It means that an upgrade is available for your Aplio/Phone. To receive the upgrade, follow the directions in "Upgrading the Aplio/Phone".

After finishing an upgrade, you pick up the telephone handset and there is no dial tone.

Your upgrade is not complete.
Wait 30 minutes. If the APLIO button is not illuminated and there is still no dial tone, try unplugging the power adapter from the back of the Aplio/Phone, then plugging it back in. After you hear three beeps, run a Self-test. If you have problems, or your Aplio/Phone ceases to function, contact Technical Support as described in the Quick Start Guide.

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