Troubleshooting
I can't make outgoing from the CTalk phone. What do I do?
Firstly, check that you are connected to the internet. Can you reach www.concerotalk.com from your browser?
Next, check to see if you're connected to our network. Restart the CTalk Phone and make sure you are logged in. Ensure your username and password are entered correctly.
Make sure the number you are dialing is entered correctly. To call any number (local or international, landline or mobile) first enter either 00 or 0011, then enter the country code, then the area code and finally the number you are calling. Also, make sure you don't put a "+" before the number.
You can check your Call Log (found online via the My Account website) to see if there have been any errors with the number dialed.
Make sure that you have sufficient credit in your account.
If you're running a software firewall on your PC (such as Norton, McAfee, Zone Alarm, etc) it may be blocking the CTalk phone. You may need to set your firewall to allow the CTalk phone to connect to the internet. Please refer to the firewall user Manual for instructions on adding an "exception" or allowing applications full access to the Internet.
Finally, try switching to the Secondary Connection Mode. This can be found under Menu > Options > Advanced. Secondary Connection Mode may allow you to use the Internet Phone in some circumstances where the Primary Mode does not function.
I can't hear other people on CTalk. What should I do?
Check that your volume levels are set high enough. Also, if using the CTalk phone, make sure that it's set to use the correct audio device and that you have the audio device correctly connected.
Other people can't hear me on CTalk. What should I do?
Check that your microphone volume levels are set high enough. Also, if using the CTalk phone, make sure that it's set to use the correct audio device and that you have the audio device correctly connected.
Other people complain of an echo when I call them on CTalk. What can I do?
You may need to mute your microphone.
- Go to the Volume Control near the clock on the bottom right of your screen.
- Select Options
- Select Properties
- Under Show the following volume controls, check the Microphone checkbox.
- Click OK. You will be returned to the main Volume Control window, and the Microphone sliding control should now be visible.
- Under Microphone, check the Mute checkbox.
The above does not actually mute the microphone - instead, it mutes the microphone playback, which is a leading cause of echo.
CTalk phone also contains inbuilt Echo Cancellation which can be found under Menu > Options > Audio devices. Make sure this is enabled.
I'm getting poor call quality. What can I do?
Applications that use a high proportion of your internet connection, such as streaming video or peer-to-peer downloading (for example Limewire, Bittorrent etc), can cause poor call quality regardless of your internet speed. We recommend that upload speeds of at least 28kbps be available for good call quality. You can test your internet connection by opening the Help Centre (Menu > Help Centre) and clicking on the "Test your internet connection" link.
Also, call quality can be affected by using an older sound card or input device. Switching to a USB sound device can solve both these issues.
Some laptop/notebook PC's have very poor sound devices. The recommended setup for a laptop is to use an USB headset or handset.
How can I allow CTalk phone through my firewall?
If using a software firewall, you'll need to allow the CTalk phone full access to the internet when asked. You can change this later by viewing the list of programs configured in your firewall, and changing the access settings for the CTalk phone.
If you experience any problems please contact out support staff at info@concerotalk.com.
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