Setup Troubleshooting (2023)

Most of the time, setting up your Ooma Telo Base Station or Phone Genie is a quick and painless process. Every so often, though, something comes up that’s a little bit outside of the norm. Before you panic, take a moment to see if your situation is addressed here!

Reference: If you still find yourself having trouble after browsing through this Setup Troubleshooting FAQ, please contact our Customer Care Team for further assistance.

  1. What do I do if my computer is currently plugged directly into my modem?
    1. a. Connect Ooma Telo Base Station or Phone Genie to your modem:
    2. b. Connect Ooma Telo Base Station or Phone Genie to your computer:
  2. What do I do if I want to put my Ooma Telo Base Station or Phone Genie somewhere that’s not near my modem or router?
    1. If your home is not wired with Ethernet connections in each room
  3. I don’t hear a dialtone when I pick up the phone
  4. The Ooma light on my Telo Base Station or Phone Genie is blinking red
  5. The Ooma symbol and/or buttons on top of my Ooma Telo Base Station or Phone Genie do not light up
  6. The 1 and 2 buttons on my Ooma Telo Base Station or Phone Genie are lit blue
  7. The Trash and Message buttons on my Ooma Telo Base Station or Phone Genie are lit blue
  8. The Play and Fast forward keys are lit blue
  9. Incoming calls do not cause your phone to ring
  10. My voice quality is poor

What do I do if my computer is currently plugged directly into my modem?

The Ooma Telo Base Station or Phone Genie can function as a router, enabling your computer to access the Internet through the device. You’ll be able to set up your system by following the instructions in Option 2A in the Quick Start Guide. Wherever the instructions refer to your “router”, substitute the word “computer”. So, your version of these instructions will be to:

a. Connect Ooma Telo Base Station or Phone Genie to your modem:

Using the Ethernet cable provided, connect the TO INTERNET port of Ooma Telo Base Station or Phone Genie to the Ethernet port on your modem.

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b. Connect Ooma Telo Base Station or Phone Genie to your computer:

Unplug the Ethernet cable from your modem and plug it into the HOME NETWORK port. The other end of this cable should be connected to the ethernet port on your computer.

What do I do if I want to put my Ooma Telo Base Station or Phone Genie somewhere that’s not near my modem or router?

Sometimes a household’s Internet is set up in such a way that it would be inconvenient to put your Ooma Telo Base Station or Phone Genie in the same place as your modem or router. Fortunately, Telo Base Station or Phone Genie setup options are flexible, allowing you to put your Ooma Telo Base Station or Phone Genie in a location that’s right for your household: If your home is wired with Ethernet connections in multiple rooms (you can plug an Ethernet cable into a wall jack and get Internet), you can hook your Ooma Telo Base Station or Phone Genie up in any Internet-connected room. Simply follow Option 2B in the Quick Start Guide and remember that the connection from the Telo Base Station or Phone Genie to your router will actually be a connection from your Telo Base Station or Phone Genie to the Ethernet jack in your wall.

If your home is not wired with Ethernet connections in each room

If your home is not wired with Ethernet connections in each room, there’s still a way to put your Ooma Telo Base Station or Phone Genie in exactly the location you’d love to have it! In order to accomplish this, you may need to use a HomePlug setup in order to use your Ooma Telo Base Station or Phone Genie.

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Reference: For more information about setting up your Ooma Telo Base Station or Phone Genie with HomePlug, you may wish to review the Using HomePlug with Ooma article.

I don’t hear a dialtone when I pick up the phone

If you don’t hear a dialtone when you pick up the phone, the color of your Ooma logo. If it is flashing red, that means your Ooma is not working yet. Please continue reading below for additional troubleshooting information.

If your Ooma logo is a solid blue color, your Ooma service is up, but you may have hooked up your telephone incorrectly. Check to make sure that your phone is correctly plugged into the PHONE port on the back of your Ooma Telo Base Station or Phone Genie.

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The Ooma light on my Telo Base Station or Phone Genie is blinking red

The Ooma logo on the front of the Ooma Telo Base Station or Phone Genie will flash red when the device is not able to connect to the Ooma service. This may happen upon first use if the device has not been activated properly. If the device has functioned in the past, the flashing red logo usually means that an interruption in your Internet service may have broken the device’s connection to Ooma servers. Verify that your Internet connection is functioning properly. Try rebooting your modem, router and/or Ooma Telo Base Station or Phone Genie to see if the network connection recovers.

The Ooma symbol and/or buttons on top of my Ooma Telo Base Station or Phone Genie do not light up

Your first step in troubleshooting this problem should be to check whether you have turned your system’s brightness level to “off”. You can do this by locating the brightness symbol on your Ooma Telo Base Station or Phone Genie system and touching it to determine whether the system’s lights turn on.

The lights on your Ooma Telo Base Station or Phone Genie system will not turn on if the system is not plugged in properly. Please take a moment to ensure that the power cable is securely connected to the POWER port on your Ooma Telo Base Station or Phone Genie, and that it is plugged into an active wall socket. If the Ooma Telo Base Station or Phone Genie is connected to a power strip, verify that the power strip is turned on.

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The 1 and 2 buttons on my Ooma Telo Base Station or Phone Genie are lit blue

If your Ooma device is offline and these lights are turned on, it means that your Ooma Telo Base Station or Phone Genie system is not able to connect to the Ooma Network. You should check whether your Internet connection is working by connecting your home computer to the &&HOME NETWORK** port of your Ooma Telo Base Station or Phone Genie and verifying that you can use your web browser to connect to http://www.ooma.com and https://my.ooma.com. If you have verified that your Internet connection is working properly, you may need to contact our Customer Care Team for further troubleshooting steps.

The Trash and Message buttons on my Ooma Telo Base Station or Phone Genie are lit blue

If your Ooma device is offline and these lights are turned on, it means that your Ooma Telo Base Station or Phone Genie can’t connect to the Internet. Your first step should be to review the setup diagram in the Quick Start Guide that best matches the setup in your house. Make sure that everything is properly connected and plugged into the appropriate place. If everything is set up correctly, the small green light on the TO INTERNET port should be lit up. If you have ensuerd that your Ooma Telo Base Station or Phone Genie is hooked up properly, you may need to reboot any network devices, such as modems and routers, that your Ooma Telo Base Station or Phone Genie is connected to on your home network.

The Play and Fast forward keys are lit blue

You should only experience this if you have chosen the option to use your Ooma with a landline backup. When your Ooma device is offline and the Play and Fast forward buttons are turned on, it means that your Ooma Telo Base Station or Phone Genie cannot detect a phone line connected the the system. You can still pick up the phone and make calls, but you’ll be doing so through your landline. Check that your WALL port is plugged into a working phone jack.

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Note: Ooma Telo Base Station or Phone Genie devices manufactured after April 2011 no longer support landline integration and do not have a WALL port.

Incoming calls do not cause your phone to ring

There are several reasons that incoming calls may not cause your phone to ring. Here are some of the most common reasons why your phone might not ring:

  • The ringer on your phone is turned off. You may need to consult the manufacturer’s instructions for help with turning the ringer back on.
  • You have activated the Do not Disturb feature. If this is the case, the Envelope key will be a solid orange color on your Ooma Telo Base Station or Phone Genie, and all new calls will go to directly to voicemail. In order to deactivate this feature, hold the Envelope key for three seconds.
  • Your phone is not properly plugged into your Ooma Telo Base Station or Phone Genie. Check to make sure that there is a phone securely plugged into the PHONE jack of your Telo Base Station or Phone Genie, or that any Ooma handsets you own are properly registered.
  • You have enabled the Call Forwarding feature, and all incoming calls are being redirected to another phone number. You can learn how to turn Call Forwarding off by visiting our Knowledgebase FAQ.

My voice quality is poor

The Ooma PureVoice™ HD technology built into the Ooma Telo Base Station or Phone Genie includes sophisticated algorithms to deliver the best voice quality your Internet connection can support. In order to obtain the best voice quality results, Ooma recommends that you connect your Telo Base Station or Phone Genie system between your modem and router. If you’ve already connected your Telo Base Station or Phone Genie in this manner and you are still experiencing poor voice quality, please read more about Improving Quality of Service (QoS).

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FAQs

How do I fix a setup error? ›

  1. Make sure that your device has enough space. ...
  2. Run Windows Update a few times. ...
  3. Check third-party drivers and download any updates. ...
  4. Unplug extra hardware. ...
  5. Check Device Manager for errors. ...
  6. Remove third-party security software. ...
  7. Repair hard-drive errors. ...
  8. Do a clean restart into Windows.

How do I open a program to install and uninstall troubleshooter? ›

Double click or Right-click and select Open the troubleshooter program on the affected computer. Note – The program install and uninstall troubleshooter will not be installed. Click on the Advanced link in the troubleshooter, Uncheck the Apply repairs automatically box, and click Next.

How do I troubleshoot Microsoft Office? ›

Repair Office
  1. Right-click the Start button. ...
  2. Select the Microsoft Office product you want to repair, and select Modify. ...
  3. Depending if your copy of Office is Click-to-run or MSI-based install, you'll see the following options to proceed with the repair. ...
  4. Follow the instructions on the screen to complete the repair.

How do I run setup repair? ›

  1. Click Start.
  2. Click the power button icon.
  3. Press and hold down the Shift key and then click Restart. ...
  4. Select Troubleshoot.
  5. Go to Advanced Options > Startup Repair.
  6. After the startup repair process is complete, reboot the computer.
3 Jan 2022

What is setup repair? ›

Startup Repair. Fixes certain problems, such as missing or damaged system files, that might prevent Windows from starting correctly. System Restore. Restores your computer's system files to an earlier point in time without affecting your files, such as e‑mail, documents, or photos.

What do you mean by troubleshooting? ›

Troubleshooting is a systematic approach to solving a problem. The goal of troubleshooting is to determine why something does not work as expected and explain how to resolve the problem. The first step in the troubleshooting process is to describe the problem completely.

What are the 2 types of software installation? ›

They exist both as "standalone installer" (or "offline installer") and "web installer" (or "online installer"), where the former allows for offline installation as it contains all installation files, whereas the latter needs to download files necessary for installation from the web at the time of installation.

What is poor installation? ›

Improper or poor installation often means the door is out of plumb, meaning it does not sit level or correctly in its frame. This can cause sliding doors to come off their tracks and hinged doors to not close securely. Hinged doors can often get stuck and become increasingly difficult to open or close.

How do I manually install a program? ›

You can follow the steps below to install an application from an .exe file.
  1. Locate and download an .exe file.
  2. Locate and double-click the .exe file. (It will usually be in your Downloads folder.)
  3. A dialog box will appear. Follow the instructions to install the software.
  4. The software will be installed.

How do I find the installation process? ›

Windows 10 or Windows 8

Press CTRL + ALT + DEL and open the Task Manager. Click More Details in the bottom-left corner. On the Processes tab, click to select Windows Installer under Background processes.

How do I do a clean boot on my computer? ›

How to perform a Clean Boot:
  1. Right-click the Start button.
  2. Click Search.
  3. Type 'msconfig' and hit Enter.
  4. Click Services.
  5. Click the Hide all Microsoft services checkbox.
  6. Click Disable all.
  7. Click Startup.
  8. Click Open Task Manager.
18 Jul 2022

How do I troubleshoot Outlook? ›

Start Outlook in safe mode

Type Outlook /safe, in the Search programs and files and then click OK. Close and re-open Outlook. If the issue is resolved, you can keep working, or if you have time, take the following steps to find out what COM Add-in is causing the problem.

How do you repair Excel? ›

On the File tab, click Open. In Excel 2013 or Excel 2016, click on the location where the spreadsheet is located, and click Browse. In the Open dialog box, select the corrupted workbook that you want to open. Click the arrow next to the Open button, and then click Open and Repair.

What do you do when troubleshoot doesn't work? ›

Windows Troubleshooter Not Working? Try These Fixes
  1. Fix Corrupted Files With SFC and DISM Tools.
  2. Set Temporary Folders Path.
  3. Run Disk Cleanup.
  4. Update Windows.
  5. Start Cryptographic Services.
  6. Boot Into the Safe Mode.
  7. Disable Antivirus and Firewall.
  8. Clear DNS Cache.
30 Jun 2022

How do I repair Windows setup files? ›

  1. Step 1: Insert the Install Disc and Reboot. If your system won't boot into Windows, you'll need to boot from somewhere else—in this case, the installation DVD. ...
  2. Step 2: Get to the Command Prompt. ...
  3. Step 3: Scan Your System. ...
  4. Step 1: Do Some Prep Work. ...
  5. Step 2: Insert the Install Disc. ...
  6. Step 3: Reinstall Windows.
2 Sept 2011

Why is my setup exe not working? ›

Please right click the setup.exe and choose run as administrator. Sometime, it may be caused by missing or corrupted system files, run SFC. Start>click cmd in the search box>type SFC/scannow. And sometimes other software, especially security type programs, can interfere with your installations.

How do I fix corrupted system? ›

How to Repair Corrupt Windows Files With Windows Built-In Tools
  1. Run the SFC Scan to Repair Corrupt System Files. ...
  2. Use the DISM Tool to Diagnose Issues With Local System Images. ...
  3. Use a CHKDSK Scan to Repair Corrupt Drive Sectors. ...
  4. How to Use System Restore to Fix Corrupt Windows Files.
13 Jun 2022

What does a setup program do? ›

A setup program installs a program on your computer. It creates the directories on your computer to store the program, extracts files, creates shortcuts, and configures your operating system as necessary.

What is patch and repair? ›

A patch repair is the most common technique to repair corrosion damage in RC structures. For a patch repair, the concrete cover is typically removed to approximately 25 mm past the steel bars (which are then cleaned of corrosion products) and a repair material is installed.

What is fix boot command? ›

The fixboot command is a Recovery Console command that writes a new partition boot sector to the system partition that you specify.

What is the basic process of troubleshooting? ›

Identify the problem; establish theory of probable cause; test the theory; establish a plan of action and implement it; verify system functionality; and document everything.

What are the five 5 techniques of troubleshooting? ›

The Five Steps of Troubleshooting
  • Information Gathering.
  • Analysis and Planning.
  • Implementation of a solution.
  • Assessment of the effectiveness of the solution.
  • Documentation of the incident.

What are the 3 installation types? ›

Different types of software installations include Windows Installer installation, web-based software installation and single exe software installation.

What's the meaning of firmware? ›

Firmware is software that provides basic machine instructions that allow the hardware to function and communicate with other software running on a device. Firmware provides low-level control for a device's hardware.

What are the three 3 types of software? ›

There are different types of software that can run on a computer: system software, utility software, and application software.

What are the 4 types of installation? ›

There are four approaches of installation; direct, parallel, single-location and phased installation.

What is difference between install and setup? ›

"setup" is just another word for “install" on computer. Installation (or setup) of a computer program (including device drivers and plugins), is the act of making the program ready for execution.

What is quality install? ›

Quality Install, LLC provides complete, professional, and economical furniture installation and moving services for the St. Louis, St. Charles, and surrounding areas. Quality Install, LLC can handle everything from the smallest moving jobs to the largest installations.

How do I install an application? ›

Download apps to your Android device
  1. Open Google Play. On your phone, use the Play Store app . ...
  2. Find an app you want.
  3. To check that the app is reliable, find out what other people say about it. ...
  4. When you pick an app, tap Install (for no-charge apps) or the app's price.

What is installation manual? ›

An installation manual or installation guide is a technical communication document intended to instruct people how to install a particular product. An installation manual is usually written by a technical writer or other technical staff. Installation is the act of putting something in place so that it is ready for use.

How do I install a program using command prompt? ›

For Windows 10
  1. Right click on Windows Start , choose Command Prompt (Admin)
  2. In the command prompt, input. msiexec /i “path\setup.msi“
  3. Press Enter to start the install process.
25 May 2020

What is basic installation? ›

Basic Installation means unpack and plug the Appliance in the main electrical socket. This does not include gas or water connection or reinstallation in to fixed units or mounting on brackets. Sample 1Sample 2Sample 3.

What is installation code? ›

Your Installation Code, which tells us information about the version of OnePager you have installed and the type of computer you have.

WHAT IS IT system installation? ›

Installation or setup is the act of making the system or program ready for execution. Because the process varies for each program and each computer, programs (including operating systems) often come with an installer, a specialized program responsible for doing whatever is needed for their installation.

What are the 5 major stages of boot process? ›

Six steps of the booting process are BIOS and Setup Program, The Power- On-Self-Test (POST), The Operating system Loads, System Configuration, System Utility Loads and Users Authentication.

What are the boot commands? ›

The boot commands are what the MBR calls to start the bootloader along with the appropriate files the boot loader needs to start Linux. The startup commands are what the bootloader uses to start things like the Linux kernel and essential kernel modules.

What is clean boot mode? ›

Summary. A "clean boot" starts Windows with a minimal set of drivers and startup programs, so that you can determine whether a background program is interfering with your game or program.

How do I troubleshoot an email problem? ›

Here are some things to look for:
  1. Check server settings (Email settings, firewall rules, etc.)
  2. Check the server's DNS, MX, and Zone records.
  3. Check the server's “mail queue” to see if it contains any emails.
  4. Check the server error logs.
  5. Check the server documentation (hosting rules, email policy, etc.)
8 Apr 2022

How do I troubleshoot Microsoft email? ›

Fix Outlook.com email sync issues
  1. Check your Junk Email folder. ...
  2. Clean out your inbox. ...
  3. Check your inbox filter and sort settings. ...
  4. Check the Other tab. ...
  5. Check your Blocked senders and Safe senders lists. ...
  6. Check your email rules. ...
  7. Check email forwarding. ...
  8. Check if your account is blocked.

How do I fix all issues in Outlook? ›

How to Fix Common Outlook Problems
  1. Start Outlook In Safe-Mode. ...
  2. Run The Microsoft Support and Recovery Assistant. ...
  3. Run The Inbox Repair Tool. ...
  4. Repair Office. ...
  5. Remove Outlook From Your Startup Folder. ...
  6. Stop Performing a Send/Receive When Exiting Outlook. ...
  7. Update All Your Add-Ins. ...
  8. Try It On a Another Machine.

Why Excel gets corrupted? ›

An Excel file gets corrupted due to various reasons such as virus/malware attack, sudden system shutdown when the Excel file is still open, power failure while working with an Excel spreadsheet, etc.

How do I run a troubleshooter in Excel? ›

Open Excel, and go to "Help" (at the top of the Excel window, next to "File", "Edit", "View", "Insert" etc.). Select "Detect and Repair..." (see screenshot). Make sure to select "Restore my shortcuts while repairing". Click "Start" to begin the Detect and Repair process.

What is the most common mistakes with Excel? ›

Some common errors include:
  1. 1. #### error. ...
  2. #DIV/0! The #DIV/0! ...
  3. #N/A. Excel presents the #N/A error message when it can't find a value your formula is referencing. ...
  4. #NAME? Excel returns this error when it can't read parts of your formula. ...
  5. #NULL! The #NULL! ...
  6. #REF! The #REF! ...
  7. #VALUE! ...
  8. #SPILL!
26 Oct 2021

What are the 4 troubleshooting methods? ›

Identify the problem. Establish a theory of probable cause. Test the theory to determine the cause. Establish a plan of action to resolve the problem and implement the solution.

How do I troubleshoot my device? ›

Android - Basic Troubleshooting Guide
  1. Perform a hard reset on the App:
  2. Try running the app in Airplane mode or on WiFi only. ...
  3. Restart your device.
  4. Check for updates for your device:
  5. Reset your Network Connection. ...
  6. Reinstall the App.

What is the most common issue you troubleshoot? ›

Top 10 Most Common IT Help Desk Problems
  • Blue Screen of Death.
  • Password Predicaments.
  • Slow Internet.
  • Lost Wireless Signal.
  • Failure to Recognize a USB Device.
  • Printer Problems.
  • Slow Operations.
  • Unsaved Files.
5 Jan 2021

How do I repair Windows Setup files? ›

  1. Step 1: Insert the Install Disc and Reboot. If your system won't boot into Windows, you'll need to boot from somewhere else—in this case, the installation DVD. ...
  2. Step 2: Get to the Command Prompt. ...
  3. Step 3: Scan Your System. ...
  4. Step 1: Do Some Prep Work. ...
  5. Step 2: Insert the Install Disc. ...
  6. Step 3: Reinstall Windows.
2 Sept 2011

How do I get to setup files? ›

Files you've downloaded are automatically saved in the Downloads folder. This folder is usually located on the drive where Windows is installed (for example, C:\users\your name\downloads). Once you have located the file, double-click it to install.

How do I bypass Microsoft setup? ›

Here is how it works:
  1. Disable the Internet connection before starting setup, e.g., by disconnecting the LAN cable or disabling Wi-Fi.
  2. Windows will display a "Let's connect you to a network" or similar screen. ...
  3. On the screen, use Shift-F10 to open a command prompt window.
  4. Type OOBE\BYPASSNRO and hit the Enter-key.
13 May 2022

Why am I getting a system error? ›

File System Errors are essentially disk-related errors that may be due to corrupt files, bad sectors, disk integrity corruption, file execution policies, etc. These errors may prevent you from accessing or opening files. These may be encountered in files such as PDF, images, documents, movies, etc.

How do I fix corrupted software? ›

How to Recover Corrupted Files
  1. 1 Restore Previous Versions:
  2. 2 Use System Restore.
  3. 3 Use the SFC /Scannow command.
  4. 4 Use DISM tool.
  5. 5 Use the CHKDSK command.
  6. 6 Perform SFC scan before Windows 10 starts.
  7. 7 Reset your Windows 10.

How do I fix corrupted files? ›

The Open and Repair command might be able to recover your file.
  1. Click File > Open > Browse and then go to the location or folder where the document (Word), workbook (Excel), or presentation (PowerPoint) is stored. ...
  2. Click the file you want, and then click the arrow next to Open, and click Open and Repair.

What are setup files? ›

a file needed to set up or install a computer program.

Where do I find setup logs? ›

View the Windows Setup event logs

Start the Event Viewer, expand the Windows Logs node, and then click System. In the Actions pane, click Open Saved Log and then locate the Setup. etl file. By default, this file is available in the %WINDIR%\Panther directory.

How do I open system setup? ›

In Windows, type msconfig into Search, and then select System Configuration from the search results in Windows 10, or msconfig in Windows 8. The System Configuration window opens.

How do I bypass administrator reset on my computer? ›

To factory reset Windows 11 without an admin password:
  1. Turn on your PC and wait for the login screen to appear.
  2. In the bottom right corner, click on the Power options. ...
  3. Press and hold the Shift key on your keyboard and click the Restart button. ...
  4. Your PC will now restart and enter the Windows Recovery Environment.
2 Oct 2022

How do I restart Windows 10 setup? ›

Reset Windows 10

In Windows 10, click the Start menu and select the gear icon in the lower left to open up the Settings window. You can also select the Settings app from the app list. Under Settings, click Update & Security > Recovery, then select Get started under Reset this PC.

What is internal system error? ›

The HyperText Transfer Protocol (HTTP) 500 Internal Server Error server error response code indicates that the server encountered an unexpected condition that prevented it from fulfilling the request. This error response is a generic "catch-all" response.

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