V-portal=paperweight

Posts: 4 · New Forum Member Joined: Oct 20, 2008 Posts: 4

I have been a steady customer for probably 7 years. Have not had any problem that wasn't corrected fairly easily. I upgraded last year to the motorola Vonage router with wireless. It works pretty good, just have a problem with faxing. Poss noise on the line. I decided to upgrade to the new v-portal. The V-portal wont connect to the internet, I keep getting error code 2. (sometimes it goes to error code 6, or 1, but always ends at 2. I was on the phone (verizon landline) with the Vonage tech support for over 30 minutes and got transfered to an "upgraded" tech?? we rebooted modem and Vonage, logged into the v-portal web base admin and changed some settings (as per tech support) still no connection. Back to error code 2. I reconnected the older Vonage device, and all works fine. So now it is just a paperweight on the desk. (Per customer support, they dont want it back). At least it looks pretty cool. just not cheap with the shipping charges. Arghhh. Sad

Posts: 656 · Posted: Mon Oct 27, 2008 8:48 am Post subject:

It's not the VDV21 that is the problem. There is a logical reason why is does not get it's profile. It is either an IP issue or a DNS issue. The VDV21 uses Vonage based DNS servers for SIP domain resolution only. It uses the ISP's DNS servers to resolve the tftp server address as well as the ntp server address. If the DNS servers are not able to resolve to a vonage.net domain, the DVD21 will not be able to download the initial profile which places all the settings on it such as your phone number, sip password, and the rest of the device and line properties. This has been seen a lot lately with Comcast DNS servers.

Can you tell me your setup. What is connected to what? What is the make and model of cable modem? When you log into the VDV21, what is the IP address, subnet mask, default GW, and DNS servers listed on the WAN port?

Posts: 4 · New Forum Member Joined: Oct 20, 2008 Posts: 4

Later this afternoon when I get home, I will hook it up again and try to get that info. Currently i am at work and cant physically do it. Around 5 I will sign back on here and let ya know.
Over the weekend, on the screen it showed, rebooting, then obtaining profile, then obtaining IP. then the error code popped up.
I do have a home network set up, but this install was done seperated from the network. I connected the v-portal directly to my mototola cable modem, leaving the rest of the network out of the loop totally.
I then connected my pc directly to the v-portal ( at the direction of tech support) to log into the web based admin page. I do remember trying the "spoof mac" settings.? or something similar.
Thanx, Al

Posts: 656 · Posted: Mon Oct 27, 2008 10:05 am Post subject:

When you get home, power your cable modem down for at least 5 minutes, before connecting up the VDV21. You will also want to use the factory reset button on the VDV21 to revert any changes that you had made with tech support.

The 002 error means that the VDV21 is not obtaining an IP address. The reason it may have then gone to 006 is it has obtained an auto configuration address (169.254.x.x) or some other sort of IP address pass by the ISP when they cannot issue your Mac address an IP. The 006 indicates the WAN port of the VDV21 has an IP and is trying to download the profile however, if you do not have a valid internet routable IP address, you will not have connectivity to reach the Vonage tftp server to download your profile.

Who is your ISP?

Posts: 4 · New Forum Member Joined: Oct 20, 2008 Posts: 4

Blue Ridge cable. I'm in Pennsylvania. As I said, the Vonage box I have (motorola vt2542) works fine. The tech said the newer stuff is more sensitive which is why the old one works and the new one doesn't. Sad

Thanx for your help, by the way. Smile

Posts: 656 · Posted: Mon Oct 27, 2008 10:50 am Post subject:

I know what the problem is. We found a problem with certain DHCP servers not accepting the Option 122 parameter in the DHCP request. While this works with almost every DHCP server, Blue Ridge cable was one that did not. They told us they could see the request hit them but their servers were not configured for this option therefore did not issue an IP address. Vonage fixed this issue by removing the Option 122 parameter in the newest firmware.

So your issue is you have a new VDV21 that has not hit the tftp server to get the newest firmware. What you need to do is make sure it is set back to it's default settings and connect it up behind your VT2542. It will get an IP from the VT2542 and will then be able to download the profile and new firmware. Leave it connected like this for about 30 minutes.

Then power down everything, modem included. Wait 5 minutes and connect modem to the WAN port of the VDV21 and see how it goes. If you still have issues, let me know. You can PM your VDV21's MAC address and I can see if it did hit the tftp server and download the new firmware.