'Retrieving IP Address' ,'Error 003'...unplug and restart

Posts: 2 · New Forum Member Joined: Sep 15, 2008 Posts: 2

Hi
Please help!!!! am getting same message constantly and vonage customer support has been of no help.

I got Vonage from my sister in the US. I tried to install it but I am having problems.

Following are the details of my setup-
1) Vonage adapter Model - VDV21-VD
2) Vonage MAC ID - 001FE125CB8D
3) Modem - Motorola SB5101 SurfBoard Cabel Modem
4) ISP - You Telecom
5) Type of BroadBand Connection - PPoE (TCP/IP Properties- Obtain IP Addr and DNS Server Addr Automatically)
6) No Router

The following is the sequence of steps -
1) I connected all cables as mentioned in the manual.
2) Switched on the modem, vonage, computer (in that order)
3) Went to Web GUI (through v-configure.com) and then to 'Basic Setup'.
Then for 'Connect Using' put the value PPoE.
Put the correct PPP username and password.
Then the field - Enable PPoE keep alive : Enabled, period 30 seconds and pressed 'Apply'.
4) The Vonage adapter restarted.
5) Gave message 'Retrieving IP Address' , 'Error 003...Unplug and Restart.
6) I switched off the modem , then vonage and then computer (in that order).
7) Waited for 10 minutes and again switched on.
Cool

Once again gives the same message and error - 'Retrieving IP Address' , 'Error 003...Unplug and Restart.
9) When I go to the Web GUI and aceess the 'Status' page - it shows the message in RED - WAN IP Address is not assigned. and the IP address field below it is blank.

Note - I am able to connect to the internet even while I am connected to the Vonage Adapter.

All help will be greately appreciated.

thanks.

Posts: 850 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 850

If you're using a cable modem, you would want to connect with DHCP instead of PPPoe. On the V-Portal, change the setting from PPPoe to DHCP then apply the new setting. Logout from the V-Portal's settings and disconnect the power to your cable modem followed by disconnecting the power to your V-Portal. Wait about 5 minutes then connect the power to your cable modem. Wait for the lights to stop blinking on the cable modem then connect the power to your V-Portal.

Posts: 2 · New Forum Member Joined: Sep 15, 2008 Posts: 2

Hi,
I tried again.
The time I got my Vonage MAC Address (printed on the device back) registered with my ISP provider. Then simply connected Vonage as before. Went to V-configure.com and changed the settings to PPoE and entered the password and user id. Did a power cylce (shutdown and start again) like before. Now the vonage device has started functioning and shows the telephone symbol. However its displaying a message 'update of firmware in progress, please do not power down. Device will restart automatically once the updates completes.'.
Its been over 1 hour and the message continues being displayed.
I am able to connect to the Interent also.
My connection specifications are all given in my earlier post.
All inputs and suggestions will be really appreciated.

Posts: 850 · Vonage Forum Evangelist Joined: Nov 05, 2005 Posts: 850

The firmware update should have completed by now. Go ahead and power cycle the device yourself. The most recent firmware version for the V-Portal is 2.8.1-2.2.8

Posts: 1151 · Member of the Week Joined: Feb 28, 2005 Posts: 1151

sanya wrote:

Hi
3) Modem - Motorola SB5101 SurfBoard Cabel Modem
5) Type of BroadBand Connection - PPoE (TCP/IP Properties- Obtain IP Addr and DNS Server Addr Automatically)

I am still puzzled as to how you can be connecting using PPPoE when you have a cable modem? That is not the standard protocol used by Cable. Are you sure it is PPPoE?

Maybe you should reset it to "Obtain IP Address Automatically."

Posts: 6 · New Forum Member Joined: Dec 04, 2008 Posts: 6

Hi,

I am a Vonage Technical Support agent. I had a customer with Comcast today, she told me that she lost her internet connection because she did not pay the bill, so the phone service was not working. She called in after she got her internet connection up and running but the V-Portal would keep issuing an error code 004, the reason why that happens is, when you don't have an active broadband connection if your V-Portal is behing a router, instead of issuing a error code 001 which means Internet cable is loose, disconnected or bad or no active broadband (error 002 could be shown as well), it will issue error code 004, we connected her V-Portal directly to her cable modem which was a Motorola SB5100, as the lights on her cable modem indicated she had internet connection, we powercycled, V-Portal issued an error code 003 which is supposed to show up when you are using a static IP address , but error code 003 will be shown when the Vonage device is trying to get the profile from our servers and cannot get it. Then we found out even tho her Motorola SB5100 modem indicated she should have had internet connection, when we did a ping test on her PC directly connected to the modem, it failed. I waited for a couple hours, I believe Comcast restored the connection and her V-Portal came back online. So error code 003 has nothing to do with PPPoE as you don't use it over cable networks. I believe her cable modem had active broadband connection but was not able to go out of the Comcast network until her connection was fully restored. Tha's why the Vonage device obtained an IP address but could not hit our servers. You have a Motorola SB5101 it should be DOCSIS 1.1 or 2.0 but it is a very common issue with Motorola SB5101 and SB5120 cable modems. They tend to drop packets using VoIP. Make sure the internet connection is working just fine, and I don't mean surfing the pages but ping testing and doing other tests as well.

Have a look at this, http://www.dslreports.com/forum/remark,14563552

Here is a link to V-Portal error messages http://www.vonage.com/support.php?article=1291#e3