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Troubleshooting Your CapTel Phone

Nothing happens after dialing

If you dialed a phone number, but it looks like nothing is happening, consider the following:

If you are in an office:

Do you need to dial an outside line first? If so, make sure the menu is programmed correctly (see "Is a Number Required to Dial an Outside Line?" in the CapTel user manual for instructions).

If you are not in an office (or do not need an outside line):

Check to make sure that nothing is programmed in the menu for an outside line by pressing the menu button repeatedly until "Is a number required to dial an outside line?" is displayed. Make sure that nothing is programmed in the menu option (press the button next to "Yes" just to check). If a number is listed, press the button next to the back arrow to erase it, then press the button next to OK. Press the menu button until "Is a number required to dial an outside line?" is displayed again. This time, press the button next to "No". Then, exit the menu system.

If you have Call-Waiting (from your telephone service):

Make sure that a Call-Waiting block is programmed correctly (see "Do you Have Call-Waiting?" in the CapTel user manual for instructions).

If you do not have Call-Waiting:

Check to make sure that nothing is programmed in the Call-Waiting block by pressing the menu key repeatedly until "Do you have Call-Waiting?" is displayed. Press the button next to "Yes" just to confirm that nothing has been entered. If a number is displayed, press the button next to the back arrow to erase it, then press the button next to OK. Press the menu button repeatedly until "Do you have Call-Waiting?" is displayed again. This time, press the button next to "No". Then Exit the menu system.

Confirm the menu settings are set to "2-Line OFF" if using CapTel in 1-Line mode.

Note: If none of the above solutions resolve the problem: reset your CapTel telephone by unplugging the power adapter from the wall. Wait for one minute, then plug the adapter back in. If the problem persists, please contact CapTel Customer Service for help.

Back to Using Your CapTel Phone

Reset your CapTel phone

If you have already done a physical reset of the phone (unplugging the phone's AC electrical power adapter and phone cords, waiting 1 minute, and then plugging these back in), and you are still experiencing difficulties, then we recommend an electronic reset of the phone. Since the CapTel phone is more like a computer than a regular telephone, it is sometimes helpful to simply "re-boot" the phone to see if this solves the problem.

To do an electronic reset:

STEP 1. Check to see if there is a mini-keyboard located under a flip cover in the lower section of your CapTel phone. You can open the flip cover using the little notch on the right side of your phone. If your CapTel model does NOT include a mini-keyboard, skip down to instructions for Method B (below).

Method A: CapTel phones with a keyboard panel:

1. With the handset hung up, open the panel covering the little keyboard with the "CapTel" printed on it (lower half of your phone.) It can be opened on the right hand side using your hand, a paper clip, or a coin.
2. Once open, look for the "shift" key located on the bottom left side. Press the shift key and keep it held down while pressing the large, dark asterisk (*) key on the telephone dialing pad at the same time. The asterisk (*) key is located to the left of the number "0" on the dialing pad. Some numbers will appear on your CapTel display screen
3. Now release the shift and * keys. At the top of the display screen, you will see the words "Reset Machine?" with a "Yes" to the right. Press the corresponding grey button next to the word "Yes." When you do this, the screen will read "R-E-S-E-T" and then go blank.

Method B: CapTel phones without a keyboard panel:

1. With the handset hung up press the second small round grey button from the top next to the display window.
2. Using the dialing pad number keys, enter the number 73738 (R-E-S-E-T). The display screen will light up and show the message "Reset Machine?"
3. To reset, press the grey button next to the word YES.

** Please note that this procedure may delete any speed dial numbers saved in the Speed Dialing fields. Therefore, you may wish to note these numbers prior to the electronic resetting procedure, and re-program them after this procedure has been performed. **

Note: If this procedure does not resolve your difficulties, please contact CapTel Customer Service for assistance.

Back to Using Your CapTel Phone

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