Need extra help installing your Ooma Hub or Telo system? Let us know.
#56230 by ppngiap
Thu May 20, 2010 10:37 pm
Hi,

I have the Telo unit for a couple months now. It works flawlessly till now. Now I see the line1 & line2 turns blue, then the trash and mail turns blue, then runway lighting on the bottom row. These steps repeat over and over again. I can't factory reset the device. Anyone has any idea before I call support to get a RMA?

Thx,
ppngiap

Hookup PC to http://setup.ooma.com I see the following errors

*** glibc detected *** ooma_cgi.cgi: munmap_chunk(): invalid pointer: 0xbee4bbf4 *** ======= Backtrace: ========= /lib/libc.so.6[0x4011a30c] ooma_cgi.cgi(templateFreeMem+0x264)[0x14f8c] ooma_cgi.cgi[0xd9b0] ooma_cgi.cgi[0xa6a8] ooma_cgi.cgi[0xa4d8] /lib/libc.so.6(__libc_start_main+0x118)[0x400bf364] ======= Memory map: ======== 00008000-0002f000 r-xp 00000000 fe:04 213 /home/httpd/cgi-bin/ooma_cgi.cgi 00037000-00038000 rwxp 00027000 fe:04 213 /home/httpd/cgi-bin/ooma_cgi.cgi 00038000-0005d000 rwxp 00000000 00:00 0 [heap] 40000000-4001e000 r-xp 00000000 fe:04 294 /lib/ld-2.10.1.so 4001e000-40022000 rwxp 00000000 00:00 0 40022000-40023000 rwxs 00000000 00:08 0 /SYSV34040226 (deleted) 40023000-40024000 rwxp 00000000 00:00 0 40025000-40026000 r-xp 0001d000 fe:04 294 /lib/ld-2.10.1.so 40026000-40027000 rwxp 0001e000 fe:04 294 /lib/ld-2.10.1.so 40027000-4002a000 r-xp 00000000 fe:04 383 /lib/libini.so 4002a000-40031000 ---p 00003000 fe:04 383 /lib/libini.so 40031000-40032000 rwxp 00002000 fe:04 383 /lib/libini.so 40032000-40033000 rwxp 00000000 00:00 0 40033000-40038000 r-xp 00000000 fe:04 298 /lib/libooma_util.so 40038000-4003f000 ---p 00005000 fe:04 298 /lib/libooma_util.so 4003f000-40040000 rwxp 00004000 fe:04 298 /lib/libooma_util.so 40040000-40042000 rwxp 00000000 00:00 0 40042000-40058000 r-xp 00000000 fe:04 379 /lib/libdict.so 40058000-4005f000 ---p 00016000 fe:04 379 /lib/libdict.so 4005f000-40060000 rwxp 00015000 fe:04 379 /lib/libdict.so 40060000-40063000 r-xp 00000000 fe:04 477 /lib/libopm.so 40063000-4006a000 ---p 00003000 fe:04 477 /lib/libopm.so 4006a000-4006b000 rwxp 00002000 fe:04 477 /lib/libopm.so 4006b000-4006c000 r-xp 00000000 fe:04 466 /lib/libmsg.so 4006c000-40074000 ---p 00001000 fe:04 466 /lib/libmsg.so 40074000-40075000 rwxp 00001000 fe:04 466 /lib/libmsg.so 40075000-40078000 r-xp 00000000 fe:04 481 /lib/libflate.so.1 40078000-4007f000 ---p 00003000 fe:04 481 /lib/libflate.so.1 4007f000-40080000 rwxp 00002000 fe:04 481 /lib/libflate.so.1 40080000-40089000 r-xp 00000000 fe:04 473 /lib/libshark-cgi.so.1 40089000-40091000 ---p 00009000 fe:04 473 /lib/libshark-cgi.so.1 40091000-40092000 rwxp 00009000 fe:04 473 /lib/libshark-cgi.so.1 40092000-40096000 rwxp 00000000 00:00 0 40096000-400a1000 r-xp 00000000 fe:04 470 /lib/libgcc_s.so.1 400a1000-400a9000 ---p 0000b000 fe:04 470 /lib/libgcc_s.so.1 400a9000-400aa000 rwxp 0000b000 fe:04 470 /lib/libgcc_s.so.1 400aa000-401e5000 r-xp 00000000 fe:04 282 /lib/libc-2.10.1.so 401e5000-401ec000 ---p 0013b000 fe:04 282 /lib/libc-2.10.1.so 401ec000-401ee000 r-xp 0013a000 fe:04 282 /lib/libc-2.10.1.so 401ee000-401ef000 rwxp 0013c000 fe:04 282 /lib/libc-2.10.1.so 401ef000-401f2000 rwxp 00000000 00:00 0 bee37000-bee4c000 rw-p 00000000 00:00 0 [stack]
#57348 by leejosepho
Sat Jun 05, 2010 12:04 pm
Here is the content of an e-mail I just sent to Ooma:

Re: Ticket # CS-49617

Greetings.

Will someone *please, please, please* help me get my Ooma Telo to remain connected?! I purchased this system on the belief it is the best available, and I really do not want to end up just dropping it into a dumpster somewhere!

History:

My first Telo worked just fine while connected to Verizon’s slowest DSL, but then it quit working altogether at the same time my modem went bad and you replaced it (the Telo) and I have had nothing but trouble since.

Most recently, however, I have moved from Indiana to Louisiana where I now have a faster AT&T (BellSouth) connection and my new Telo *does* remain up much of the time, yet it nevertheless continually loses connectivity and reboots itself over and over and over again, without end.

Your support staff is presently doing exactly what they are supposed to do by essentially blowing me off and saying I need to call my ISP, but my ISP cannot help me configure my Telo, and why would AT&T even consider helping me get one working anyway, eh?!

Please look back to my past tickets from earlier this year when you replaced my original Telo. The man (an engineer, I think) that took care of that for us had said he would help me again after I had moved ...

Joseph Overhulser


I am pretty sure my problem is related to DNS, but I have no idea what to do about it. I have subscribed to OpenDNS and I have that working, and I am willing to pay anyone who can help me get my Telo to remain connected!!
#57369 by leejosepho
Sat Jun 05, 2010 7:33 pm
VoIP test statistics
--------------------
Jitter: you --> server: 1.0 ms
Jitter: server --> you: 8.6 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.0 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.9

Speed test statistics
---------------------
Download speed: 1260208 bps
Upload speed: 184632 bps
Download quality of service: 99 %
Upload quality of service: 61 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 227 ms
Average download pause: 9 ms
Minimum round trip time to server: 69 ms
Average round trip time to server: 72 ms
Estimated download bandwidth: 1280000bps
Route concurrency: 1.0157053
Download TCP forced idle: 0 %
Maximum route speed: 7598256bps
#57413 by leejosepho
Mon Jun 07, 2010 1:19 am
E-mail update (sent to Ooma just a few mnutes ago):

Greetings again.

Please send me an RMA number and an address for having this defective Telo replacement replaced. I suspected it was bad when I first got it from you a few months ago ... but I took your suggestion at that time and waited to see how it might act after I had obtained a faster DSL connection after moving to here in Louisiana where the Telo was intended for use.

I now have the faster connection, and this Telo will not stop rebooting itself. My first Telo occasionally lost connection when one of my computers began a download or something, but it never simply reset itself during idle times like this one does ... and absolutely nothing I have tried or any suggestion from anyone at Ooma has made even the slightest difference with this one.

If you absolutely cannot or will not replace this Telo, please just say so and I will place it in the trash the next time the BFI truck comes past.

I thank you,

Joe
#57415 by Groundhound
Mon Jun 07, 2010 5:00 am
leejosepho wrote:I now have the faster connection, and this Telo will not stop rebooting itself. My first Telo occasionally lost connection when one of my computers began a download or something, but it never simply reset itself during idle times like this one does ... and absolutely nothing I have tried or any suggestion from anyone at Ooma has made even the slightest difference with this one.

The test results you posted have a high max TCP delay, but that does not explain what you are observing. You have not stated what you've already tried as a result of your discussions with tech support, nor do we know anything about your setup other than you have DSL, so I'm not sure if you just wanted to rant or if you are looking for suggestions from this forum. If the latter, more info on what you've already tried and your equipment (modem, router, etc) would be helpful.
#57432 by leejosepho
Mon Jun 07, 2010 3:37 pm
Groundhound wrote:I'm not sure if you just wanted to rant or if you are looking for suggestions from this forum.


Oh, a little of each, maybe, but I really do want Ooma.

History:

First Telo and handset worked fine on Verizon's slowest DSL although a computer download or whatever else did occasionally knock the Telo off.

Westell 327W modem then went bad and seemed to take the Telo along. Ooma replaced the Telo and I switched to a Westell 6100 (my backup modem).

Replacement Telo would not remain connected, and I reluctantly "agreed" to wait and see how it acted after I had moved and had a faster connection as planned ...

I moved and got AT&T’s 1472/256 connection -- double my previous connection -- and Telo does not remain connected even when all alone with the 2Wire 2701HG-B modem (no computer connected) and idle.

After reading this -- http://unofficialooma.wordpress.com/201 ... ion-state/ -- I subscribed to OpenDNS and got it running. No change.

With help from an Ooma engineer, I have set the modem’s firewall to stay completely out of the Telo’s path ...

No change.

Groundhound wrote:The test results you posted have a high max TCP delay, but that does not explain what you are observing.


Nevertheless, I would greatly appreciate hearing about anything I might be able to do about that. I use TCP Optimizer -- http://www.speedguide.net/downloads.php -- but I do very little customizing since I really know almost nothing about all of that.

Groundhound wrote:You have not stated what you've already tried as a result of your discussions with tech support, nor do we know anything about your setup other than you have DSL ...


I hope the above helps along that line.

One of my most recent conversations with one of the folks at Ooma has led me to think this problem *might* be related to the Telo's (or Ooma's) encryption programming. I might be drawing some wrong conclusions here, but, and kind of like mentioned in the DNS article, I suspect the Telo is resetting itself because it thinks its ability to encrypt has been compromised somehow ... but even when idle and without trouble for extended periods during calls?

Overall, however, I have been able to have 15-minute phone calls before it resets itself (during the call), and I was even able to have my land line on hold with my Telo while I was talking (to myself!) into my Telo phone during a speed test here -- http://www.whichvoip.com/voip/speed_test/ppspeed.html -- without any problem ... and then the Telo reset itself right after the test had completed and I had hung up.

------------
------------

As of just a minute ago ...


VoIP test statistics
--------------------
Jitter: you --> server: 0.7 ms
Jitter: server --> you: 8.1 ms
Packet loss: you --> server: 0.0 %
Packet loss: server --> you: 0.8 %
Packet discards: 0.0 %
Packets out of order: 0.0 %
Estimated MOS score: 3.6

Speed test statistics
---------------------
Download speed: 1189032 bps
Upload speed: 187440 bps
Download quality of service: 83 %
Upload quality of service: 62 %
Download test type: socket
Upload test type: socket
Maximum TCP delay: 150 ms
Average download pause: 9 ms
Minimum round trip time to server: 70 ms
Average round trip time to server: 71 ms
Estimated download bandwidth: 1200000bps
Route concurrency: 1.0092243
Download TCP forced idle: 0 %
Maximum route speed: 7489712bps
#57484 by lbmofo
Tue Jun 08, 2010 10:07 pm
Do you get that high of Maximum TCP delay when you remove Telo and connect a computer directly to your modem?

If the number gets a lot smaller, maybe try to Use Built in Modem Port MAC Address instead of Automatic if you haven't tried that already.

viewtopic.php?f=2&t=8045
#57493 by leejosepho
Wed Jun 09, 2010 4:40 am
lbmofo wrote:Do you get that high of Maximum TCP delay when you remove Telo and connect a computer directly to your modem?


Yes, my numbers all remain pretty much the same no matter what I do. I have tried computer to modem both wireless and wired as well as through the Telo, and I do have "Use Built in Modem Port MAC Address" active. AT&T recently did a little upgrading around here where I live, but my connection's overall quality of service still fluctuates quite a bit.

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