COMMON PROBLEMS

Can’t send nor receive Emails

FIX:

- Check if you have connection to the data or internet link

- Log in to your webmail through the URL: mail.multidata.hn

- If you are able to Access through the URL please check your Outlook or Lotus Notes configuration.

- If problem persists Please contact Multidata’s Call Center

DATA AND INTERNET

Data or Internet Problems:

Before you call, please verify the equipments status by checking Multidata´s sticker

COMMON PROBLEMS

1. - Device doesn’t turn ON

POSSIBLE CAUSE:

- No electricity

- ON/OFF Switch in OFF position

- The device is not connected correctly

- Equipment is completely or partially damaged, at the power supply or the device itself.

- Electric supply damaged (UPS, outlet)

FIX:

- Verify if there are any problems with the electric company

- Change the Power Switch from OFF to ON

- Verify the equipment is well connected

- Change the UPS outlet, or change UPS, or connect directly to another wall outlet.

- If problem persists Please contact Multidata’s Call Center

2. - Check the Device LED’s

LED DSL not ON:

POSSIBLE CAUSE:

Telephone cable is disconnected from DSL port in the device with the Multidata sticker and the module box that comes from the exterior.

                 

FIX:

- Verify the cable is well connected from the module box to the Multidata modem.

- Disconnect the device from the electric power, wait 20 seconds and connect again.

- If problem persists Please contact Multidata’s Call Center

LAN Led not ON:

POSSIBLE CAUSE:

- Damaged network cable or bad connection between the Multidata modem and the clients switch.

FIX:

- Verificar que el cable de red este bien conectado entre el modem de Multidata y el Switch o computadora del cliente

- Disconnect the device from the power supply 20 seconds and connect again.

- If problem persists Please contact Multidata’s Call Center

All the LEDS are ON:

POSSIBLE CAUSE::

- The port in the switch is damaged

- Bad configuration in the clients PC

FIX:

- Verify the connection between the computer and the switch

- Change the port on the switch

- Call the network administrator of your company

- If problem persists Please contact Multidata’s Call Center

 

TELEPHONE SERVICE

1.- DEVICE WON'T TURN ON

POSSIBLE CAUSE:

- The telephone equipment may be completely or partially damaged, at the power supply or the whole apparatus.

- Power source damaged (UPS, Power Outlet, Surge Protector)

FIX:

- Find a good and active outlet in the ups, change the ups of power outlet

- Replace the VOIP equipment or replace the power supply. Contact Multidata for this purpose.

2.- Device has no signal  

POSSIBLE CAUSE:

- Damaged Ethernet port in the telephone

- Not connected in the correct port in the telephone

- Damaged port in the switch

- Client’s telephone is damaged

- Communication link down

FIX:

- Connect the network cable to the correct telephone port; some of these devices have two ports: one Ethernet (yellow) and the other Internet (blue), the pone must always be connected to the internet port (blue). Some other models have only one port, and that is where it should be connected.

 

 

 

 

 

- Change the connection to another port on the switch and make sure that it is active (the light turns on)

8 PORT SWITCH

 

- If possible try with another phone device and verify the signal is active and with volume

- Make sure the link is active

3.- Problems while trying to make or receive calls in some points

POSSIBLE CAUSE:

- The telephone does not ring when receiving a call.

- Problem in Multidata’s communication contact Multidata

FIX: 

- Check that the phone device is correctly connected to the voice port ATA and that you can hear a dial tone.

- Check that the telephones ringer is ON

- When Multidata has a communication problem. (Contact Monitoring/Supervision directly.)

 4.- Problems while dialing other numbers

   4.1

    CHARACTERISTICS

    - The telephone has a dial tone, but when a number or extension is dialed,nothing happens..

    POSSIBLE CAUSE:

    - The telephone device is not configured to “tone”

    FIX:

    - Change the telephone configuration from “pulse” to “tone”

 4.2

    CHARACTERISTICS

    - The telephone has a dial tone, but when a number or extension is dialed, you always get a busy tone.

    POSSIBLE CAUSE

    - The number or extension you are trying to reach is truly “Busy”.

    - Possible problem at Multidata.

    FIX:

    - Restart ATA, if the problem persists contact Multidata´s CAS.