Troubleshooting Caller ID Box

Troubleshooting Caller ID

A lot of issues with Caller ID are related to weather, power surge and power outages. In order to determine whether the problem is with the CallerID box or the computer, follow the steps below.

1. Note the weather conditions if any storms passed thru, or if there were power outages. Also ask if other devices are no longer working. A power surge may also cause other devices like keyboards to no longer work. 
2. Verify the CallerID box and connection setup is configured correctly. Refer to the manual below. If using an adapter, it must be compatible with Windows 10 and have the required driver installed.
3. All of the red lights on the box should be lit. When a call comes in, the red lights should flicker. If the lights are not working, the box is damaged.
4. On the server, open the Caller ID program and check the server settings. Go to Settings > Box Communications > Discover COM Ports. The Port should be connected to TCP port 9097
5. Check the Device manager in Windows to see if the Com Port is recognizing the Caller ID device.
6. Turn off the Firewall and test to see if calls come through. Remember to turn on the firewall and allow the Point of Success CallerID Server through the firewall when finished.
7. Troubleshoot using the serial loop program. After consulting with CallerID.com the makers of our CallerID Box which works in conjunction with the Point of Success Caller ID Server, we have found a valuable troubleshooting tool that will help narrow the scope of the offending hardware. Below are links to the serial loop program which will identify your available serial ports, then allow you to run a loop back test, to verify the serial port is functioning properly. In order to function, the loop back program requires .NET framework 2.0. That link is also below. One last link is the Manual with instructions to test the serial port. We have also included a version of the USB to Serial driver from CallerID.com. 

This should help identify if the issue is based on serial port damage, the CID or both. Also, if the data from the box is not received by the loop back program, you can verify if the issue is with the box and not the computer by connecting to a computer that is known to have a usable serial port, that is a physical port or USB to Serial port. 

Install first (.NET framework 2.0) – NetFx20SP2_x64.exe Choose NetFx20SP2 x64.exe and Download.

Install next – https://secure.callerid.com/downloads/files/serialLoopInstall.msi

Install if using a USB to Serial Adapter (Remember adapter must be compatible with Windows 10) –  http://callerid.com/files/7314/6186/7226/serial-usb-cd.zip

Lastly, the CallerID Whozz Box Manual – for 2port (See page 6) –  http://callerid.com/files/storage/SMT_POS2.pdf

For 4 – 8 port – http://callerid.com/files/storage/Basic_48.pdf