Home > Technical Support > Troubleshooting Guide

Troubleshooting Guide

Problem: When the emergency button is pushed, the red LED comes on and then turns off. The phone does not dial.

Things to check:
  • Make sure the phone line is plugged into the phone
  • Make sure you have an active phone line
  • On SmartPhones 2-4, check for line voltage across FB1 and FB2
  • On SmartPhones 5 and 6, check for line voltage across the outside leads of U14
  • In both cases, you should see approximately 48 volts




Problem: The audio is low from the speaker.

Things to check:
  • Make sure that the phone plate is tight to the car station
  • Make sure the microphone hole is not blocked and is free of debris
  • Adjust the audio gain controls on the phone board.
  • SmartPhones 5 and 6: VR1 controls the audio from the speaker. Turn the controls clockwise to increase the gain. VR2 controls the microphone gain
  • SmartPhones 3 and 4: VR 1 controls the audio from the speaker. Turn the control counterclockwise to increase the gain




Problem: Phone does not hang up after the called party ends the call.

Things to check:
  • The phone is likely on an in-house phone system that is not providing a CPC (Wink) signal that tells the phone to hang-up. Enable CPC signaling on the phone system.
  • Called party should hit * then # to hang up the phone
  • The talk timer on the phone can be reduced, see programming instructions for your particular model




Problem: Nothing happens when the emergency button is pushed. The red LED does not turn on and the power LED on the circuit board is not lit.

Things to check:
  • For SmartPhones, make sure the power is connected to the phone
  • If power is connected to the board and the board is a SmartPhone 2-4, the pico fuse may be blown. The pico fuse is rated at .5 amp. When replacing the fuse, make sure to replace one with the same
  • For 2400 series phone, makes sure there is a good phone line connected to the phone




Problem: When the emergency button is pushed, the called party answers but the phone hangs-up immediately.

Things to check:
  • If a loud hum is heard after the called party answered, the microphone is likely bad. The mic will need to be replaced
  • If SoundNet is enabled on the phone but it is not calling SoundNet, the phone will hang up. Contact our tech support for help