Third party overhead paging system troubleshooting

Connecting to the device’s web UI

Snom

You will need to use a headset to find the adapter’s IP address. Connect the headset to the paging adapter’s audio jack and press the IP/Reset button. You will hear the IP address through the headset.

Type the adapter’s IP address in a web browser on a computer that is connected to the same network as your Ooma Office system to connect to the device’s web UI.

Algo

You will need to use a headset to find the paging adapter’s IP address. Connect the headset to the adapter’s green output port and press the reset (RST) switch. You will hear the IP address through the headset.

Type the adapter’s IP address in a web browser on a computer that is connected to the same network as your Ooma Office system. The default password to log in is Algo.

Multicast calling is established locally between the phone and the Algo/Snom adapter

Try the following troubleshooting steps if your calls are not broadcasting over the speakers:

1. Confirm that your paging adapter has been configured correctly based on the instructions in the setup guide (Algo / Snom) and that it is powered on.
2. Make sure the multicast adapter is on the same LAN as the Ooma phone you are using to reach it. If the setup is correct, paging the adapter will make a clicking sound when a multicast call is established.

3. Snom adapter only: Make sure the adapter’s audio out is working by plugging a 3.5 mm stereo headset into the Line Out jack. Don’t use a mono jack. When you press the IP/Reset button, you should heat the device’s IP address in both ears.

   Next, plug a speaker (without an amp) into the device’s black and red crimp jacks. Press the IP/Reset button again and you should once again hear the device’s IP address.

   If you do not hear any audio, try factory resetting the device according to the manufacturer’s instructions. If the issue persists, the device has a hardware malfunction.

4. Snom adapter only: Confirm the device’s firmware is version 8.7.5 or higher by visiting System Info in the system’s Status page. If the device’s firmware is out of date, upgrade it by navigating to Setup and then Software Update.
   • You can find the Snom firmware update center at this page.
   • Return to the device’s web UI, then paste the URL into the Manual Software Update field. Select Load and then wait several minutes for the device to update.
5. For other problems not included in this list, contact the paging adapter’s vendor.

There is a humming noise coming from the overhead speakers

To determine the cause of a humming sound emitting from the overhead speakers, try these troubleshooting steps:

1. Purchase the JABINCO Ground Loop Noise Isolator for Car Audio/Home Stereo Systems from Amazon or another vendor of your choosing. Follow the instructions that come with the isolator to troubleshoot the source of the humming.
2. Purchase a 3.5 mm Headphone Jack Plug Replacement Repair kit from Amazon or another vendor of your choosing. Follow the instructions that come with the repair kit to repair the 3.5 mm jack on your device.

Advanced troubleshooting for the Snom adapter

Packet capture

1. Navigate to the Snom adapter’s web UI.
2. Go to the PCP Trace tab.
3. Start the capture, then press the Programmable Button you’ve set up on your compatible Yealink device to page the overhead system. Speak for a moment, then Stop the capture. Be sure to check that the green LED on the Snom device is blinking during the capture.
4. Download the packet capture and make a note of where it is saved on your computer.
5. Download Wireshark, a free troubleshooting tool.
6. Open the packet capture you downloaded in Step 4 and do the following:
   1. Check the Destination column for the IP address 224.0.2.60 to indicate a Multicast call. If there is no traffic from 224.0.2.60, go the Network and IP phone troubleshooting section below.
   2. Right-click the UDP packet and choose Decode As…. Choose RTP. If there is no UDP traffic, go the Network and IP phone troubleshooting section below.
   3. Go to the Telephony menu and select RTP. Chose RTP Streams. There should only be one stream to select on the following page. Highlight it and select Analyze.
   4. In the Analyze window, choose Play Streams.
   5. Select the Play button to play back the message you spoke into the speaker. If there’s no audio, then the broadcast from the phone was not received.

Network and IP phone troubleshooting

If the Snom didn’t receive any packets or audio stream, the problem is likely either the IP phone or the network. You can try the following troubleshooting steps:

• Make sure the Snom adapter and the IP phone are on the same network. If they are not, put them on the same network and then re-test the Snom device.
• Try using a different compatible IP phone to determine whether the phone is malfunctioning.
• Try putting the IP phone and the Snom device on the same network switch. Re-test the device.
• If the network switch you’re using is managed, then follow the manufacturer’s instructions to make sure multicast functionality is enabled and that it is not being blocked.

Confirm the Snom is receiving multicast traffic

1. Navigate to the Snom adapter’s web UI.
2. Go to the Log tab.
3. Change the Log Level to 7 DEBUG0.
4. Look for the following phrases that indicate the device is receiving multicast traffic:
   • PHN: inca_init_channel: map stream 0 to channel 0
   • PHN: Start PA: mc_name1 (1) vol: 10
   • PHN: Stop PA