User's Manual

Appendix 4 – Troubleshooting
45
If this happens... Before calling Technical Support...
During Installation and Power-Up…
Ojo displays a “Failed to
Connect” message when you
turn on the power.
Ojo always displays a “Failed to Connect”
message the very first time you power on
before activating the phone.
Call a customer service representative to
activate or re-activate the phone.
It takes a really long time for
Ojo to get to the Home
screen.
It can take up to five minutes. If it takes
longer than five minutes, re-power the
cable modem and try again.
If the Home screen is still not displayed,
contact Technical Support.
During Call Set-Up (Trying to Make a Call)…
The handset is not working. Check that the handset battery is installed
and charged.
Move closer to Ojo.
Sometimes you don’t see a
picture ID of the incoming
caller.
Review “Taking a Caller ID Picture” in your
User Guide. You may not have a Caller ID
Picture for this caller in your Phonebook.
Ask the caller if they have taken their
picture ID photo.
During the Call…
There is no self-image video
on the video screen.
Check that the camera lens is not
covered.
Check that you are within view of the
camera.
During an incoming call, be sure to press
SELECT to transmit your video self-image.
Increase the lighting in the room.
The self-image video is not
clear.
Maintain a distance of at least 17 inches
from the camera.
Increase the lighting in the room.