FREQUENTLY ASKED QUESTIONS
Troubleshooting
My dialer was unable to load properly during installation, what must I do?
If you are loading the dialer for the first time, it may take up to 5 minutes for the components to completely load especially when the network traffic is congested. Subsequently, dialer will take a much shorter time to load.
Please make sure that you have Microsoft Internet Explorer 5.0, Netscape Communicator 6.1, Mozilla 1.2 or more recent version installed If this still does not solve your problem, try our Diagnostic help page for an interactive analysis of the PC-to-Phone component installed in your PC.
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Sometimes, I encounter error messages like "Scripting Error", JavaScript runtime errors, exception errors, etc, what should I do?
Most of the time, these errors are due to an unsuccessful installation. Try to refresh the component page by holding down the Shift and Ctrl keys, and clicking Refresh (IE) or Reload (Netscape). If the errors persist, note down the line number, if any, and contact VoiceStar Customer Service for assistance.
You can also try our diagnostic utility to help determine common problems.
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Why do I get the message 'unauthorized to access account ' after I click on the call button?
If you had encountered the error 'not authorized to access account', try the following:
- Make sure the 6-digit PIN entered is correct.
- Make sure you haven't tried dialing an International access code or typed a zero in front of the country/area code of the number you are trying to call.
- Check that you have sufficient credit to make the call by going to the 'View Log' in the dialer page to check your balance. You will need your 6-digit PIN to check your account balance.
- If you have multiple accounts and PINs, please make sure that you have not mismatched the accounts and PINs.
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Why do I get an "Invalid destination number" error message after I enter the telephone number?
Make sure you only enter the country code, area code and telephone number eg. 14083830123. Leave out the International calling code prefix and the first "0" in area codes.
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I get a busy tone after my call is connected, what is the cause?
It means that the phone number that you've dialed is engaged or busy. The phone gateway that the PC-to-Phone Service communicates with is unable to end the call automatically. Click the hang-up button to end the call manually and try again later.
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My friend on the phone can hear me, but I can't hear him properly. What's wrong?
Check the speaker volume and make sure that it is not muted. Use the Audio Tune Wizard to configure your microphone and speaker settings.
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Neither of us can hear anything. What can we do?
This is probably a bandwidth problem. Under extreme cases where there is consistent data packet loss, the PC-to-Phone Service will not operate properly. Hang up and try again later.
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