Analog Device Troubleshooting Guide | CallerID.com

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Analog Device Troubleshooting Guide

Quick Reference ScopeTroubleshooting analog caller ID devices — wiring, signaling, serial ports, and common issues

Devices CoveredPOS 2/4/8, Whozz Calling 2/4/8 (Basic & Deluxe), Vertex (analog input mode)

Connection TypesSerial (RS-232/DB9), USB-to-Serial, Ethernet (select models)

SupportInfo@CallerID.com | 770.263.7111

Table of Contents

1. Wiring Diagrams & Connection Types

2. Signal Level Requirements & Caller ID Standards

3. Phone Line Compatibility

4. Serial Port Configuration

5. Common Issues & Solutions

6. Device-Specific: POS 2/4/8

7. Device-Specific: Whozz Calling 2/4/8

8. DIP Switch Settings & Factory Reset

9. Serial Loop Test

10. Diagnostic Flowchart

11. Escalation & RMA

1. Wiring Diagrams & Connection Types

CallerID.com analog devices connect between the telephone line (from the wall or phone system) and the PC/POS system. Understanding the physical wiring is the first step to successful troubleshooting.

1.1 Connector Types

Connector Used For Pin Count Devices

RJ11 (6P2C / 6P4C) Telephone line input & passthrough 2 or 4 conductors All analog devices

DB9 (RS-232) Serial data output to PC 9 pins Whozz Calling Basic/Deluxe, POS serial models

RJ45 (8P8C) Ethernet data output to network 8 conductors POS Ethernet models, Vertex

USB (via adapter) Serial-over-USB to PC N/A Any serial model + USB-to-Serial adapter

Barrel jack (DC) Power supply input 2 (center-positive) All models

1.2 Basic Wiring Diagram

Standard Analog Installation

PHONE WALL JACK (RJ11)

RJ11 Cable

CallerID Device LINE IN → LINE OUT (pass-through) DATA OUT (DB9/RJ45)

RJ11 Cable

TELEPHONE SET

Serial (DB9) or Ethernet (RJ45)

PC / POS SYSTEM

Key principle: The CallerID device is wired in series between the wall jack and the telephone. It passively monitors the line without affecting phone operation. The data output (serial or Ethernet) goes separately to the PC or POS system.

1.3 Multi-Line Wiring

For multi-line installations (4-line and 8-line devices), each phone line connects to a dedicated RJ11 port on the CallerID device:

Device Line Ports Wiring

2-Line (POS or Whozz Calling) LINE 1 IN/OUT, LINE 2 IN/OUT Each phone line gets its own IN/OUT pair

4-Line (POS or Whozz Calling) LINE 1–4 IN/OUT Each phone line gets its own IN/OUT pair

8-Line (POS or Whozz Calling) LINE 1–8 IN/OUT Each phone line gets its own IN/OUT pair

Common mistake: Connecting a multi-pair cable (with all lines bundled into one RJ11) to a single port. Each line must be broken out to its own individual IN port on the CallerID device. Use a 66-block or RJ11 breakout adapter if needed.

1.4 Daisy-Chaining Multiple Units

To monitor more than 8 lines, you can daisy-chain two or more units. For serial models, use a serial splitter or multi-port serial card. For Ethernet models, each unit gets its own IP and sends data independently.

Daisy-chain rules:

Each unit monitors its own set of phone lines (no line sharing between units)

Serial units: connect each unit to a separate COM port, or use a serial hub

Ethernet units: each unit needs a unique IP address on the same subnet

Power each unit independently — do not share power supplies

2. Signal Level Requirements & Caller ID Standards

CallerID.com devices decode caller ID data that is transmitted by the phone company between the first and second rings. Understanding the signaling standards is critical for diagnosing “no caller ID” issues.

2.1 Caller ID Signaling Standards

Standard Protocol Description Regions

Bellcore/Telcordia FSK (Bell 202) Frequency Shift Keying at 1200 baud, sent between ring 1 and ring 2 United States, Canada

ETSI FSK (V.23) FSK at 1200/2400 baud, may be sent before ring or between rings Europe, many international

DTMF-based DTMF tones Caller ID transmitted as DTMF digit sequences before or during ringing Some international (Sweden, Brazil, etc.)

CallerID.com devices support: All devices support the Bellcore/Telcordia FSK standard used in North America. This is the most common standard in the US and Canada. DTMF-based caller ID is not supported by default.

2.2 Signal Level Requirements

Parameter Required Value Notes

Ring voltage 40–130 V AC (RMS) Standard US POTS ring voltage is ~90V AC at 20 Hz

Line voltage (on-hook) -48 V DC (typical) Range: -24 V to -56 V DC; must be present for device to detect line state

Caller ID signal level -13.5 dBm to -8 dBm FSK signal amplitude between first and second rings

Caller ID frequency Mark: 1200 Hz, Space: 2200 Hz Bell 202 modem standard

Impedance CallerID device presents >10 kΩ (high-Z) Should not affect line impedance or cause loading issues

2.3 Caller ID Data Content

The FSK data packet sent by the phone company contains:

Field Content Always Present?

Date & Time Month, day, hour, minute Yes (from central office)

Calling Number (CND) 10-digit phone number or “P” (private) / “O” (out of area) Yes

Calling Name (CNAM) Up to 15 characters of caller name Only if subscribed to Caller Name service (CNAM)

Checksum Byte-level checksum for data integrity Yes

Important: If you see “P” or “O” in the phone number field, this is not a device issue. The phone company is either blocking the caller’s number (private/restricted) or cannot deliver caller ID for that call (out of area). This is expected behavior.

2.4 Checksum Explained

The CallerID device validates every incoming FSK packet with a checksum. The output data includes a checksum field:

G (Good) — Packet received correctly; data is reliable

B (Bad) — Checksum failed; data may be garbled or incomplete

Occasional bad checksums (<5% of calls) are normal, especially on long or noisy lines. Frequent bad checksums indicate a line quality problem — see Section 5: Common Issues.

3. Phone Line Compatibility

3.1 Compatible Line Types

Line Type Compatible? Notes

POTS (Plain Old Telephone Service) Yes Best compatibility. Standard analog lines from the telephone company

PBX analog extensions Usually Works if the PBX passes caller ID on its analog station ports. Some PBXes strip caller ID — check PBX settings

Key system lines Usually Connect to the line side (before the key system), not the station side

ATA (Analog Telephone Adapter) Yes VoIP-to-analog converters. CallerID device connects to the ATA’s FXS port. See VoIP Troubleshooting Guide for details

Digital PBX station ports No Digital extensions use proprietary signaling, not analog. Use an ATA or the Vertex (Ethernet/VoIP) model instead

ISDN BRI/PRI No ISDN is digital. Use an ATA to convert to analog, or use the Vertex

Pure VoIP (SIP) No (directly) No physical phone line exists. Use the Vertex for direct SIP/VoIP caller ID capture

Cellular/wireless No No analog line. Some cellular gateways with FXS ports may work

3.2 PBX Configuration Requirements

If connecting behind a PBX (Private Branch Exchange), ensure these settings are enabled on the PBX:

Caller ID passthrough: The PBX must be configured to pass caller ID (CND/CNAM) to its analog station ports

FSK signaling: Set the PBX to deliver caller ID using FSK (Bell 202), not DTMF or proprietary formats

Ring cadence: Standard US ring cadence (2 seconds on, 4 seconds off). Non-standard cadences may cause the device to miss the caller ID window

Caller ID timing: Caller ID data must be sent between ring 1 and ring 2 (the standard Bellcore timing)

Hosted PBX / Cloud PBX: If your phone system is cloud-hosted, the “analog lines” at your location are typically ATA ports or IP phones — not true POTS lines. Contact your provider to confirm their ATA supports analog caller ID passthrough.

3.3 Line Splitters & Filters

DSL filters and cheap phone line splitters can attenuate or corrupt the caller ID signal. Follow these rules:

Connect the CallerID device before any DSL filters (between the wall jack and the filter)

Avoid using multi-way splitters on the line going to the CallerID device

If you must split, use a high-quality passive splitter — not an active or powered one

Remove any surge protectors on the phone line that may be filtering FSK frequencies

4. Serial Port Configuration

4.1 Serial Communication Parameters

All CallerID.com serial devices use these default settings:

Parameter Value

Baud rate 9600

Data bits 8

Parity None

Stop bits 1

Flow control None

Summary: 9600 8-N-1, no flow control. This is the only supported serial configuration for all CallerID.com serial devices.

4.2 COM Port Identification

To find which COM port your device is using on Windows:

1Open Device Manager

Right-click the Windows Start button → click Device Manager

2Expand Ports (COM & LPT)

Look for entries like:

Communications Port (COM1) — built-in serial port

USB Serial Port (COM3) — USB-to-serial adapter

Prolific USB-to-Serial Comm Port (COM5) — Prolific chipset adapter

FTDI USB Serial Port (COM4) — FTDI chipset adapter

3Identify the correct port

If you have multiple COM ports, unplug the USB-to-serial adapter. The port that disappears is the correct one. Plug it back in and note the COM number.

4.3 USB-to-Serial Adapter Issues

Problem Cause Solution

Adapter not recognized Missing or wrong drivers Install the correct driver for your adapter chipset (Prolific PL2303, FTDI FT232R, CH340, or CP210x). Download from the chipset manufacturer’s website

COM port changes after reboot Windows reassigns COM numbers Always plug the adapter into the same USB port. Alternatively, manually assign a fixed COM port number in Device Manager → Ports → right-click the adapter → Properties → Port Settings → Advanced → COM Port Number

Yellow exclamation in Device Manager Driver conflict or bad driver Uninstall the device in Device Manager, unplug, replug, and let Windows reinstall. If that fails, download the latest driver from the chipset vendor

“Access Denied” when opening port Another application has the port open Close any other software using that COM port (POS app, HyperTerminal, Serial Loop, etc.). Only one application can use a COM port at a time

Adapter works on USB 2.0 but not USB 3.0 Compatibility issue Try plugging into a USB 2.0 port. Some older Prolific PL2303 adapters have known issues with USB 3.0. Replace with a newer adapter if needed

Counterfeit Prolific chips: Many low-cost USB-to-serial adapters use counterfeit Prolific PL2303 chips. These often fail with newer Prolific drivers (showing “Code 10” errors). Solutions: (1) use an older Prolific driver version, or (2) replace with a genuine FTDI-based adapter. We recommend FTDI-chipset adapters for reliability.

4.4 Serial Cable Pinout

CallerID.com serial devices use a straight-through DB9 cable (not a null-modem/crossover cable).

DB9 Pin Signal Direction Used?

2 RxD (Receive Data) Device → PC Yes

3 TxD (Transmit Data) PC → Device Yes (for commands)

5 GND (Signal Ground) — Yes

7 RTS PC → Device No (not used)

8 CTS Device → PC No (not used)

Minimum wiring: Only pins 2 (RxD), 3 (TxD), and 5 (GND) are required. No handshaking lines are used. If you are fabricating a custom cable, these three pins are sufficient.

5. Common Issues & Solutions

5.1 No Data Output

Symptom Possible Cause Solution

No data at all from device Device not powered Verify the power LED is lit. Check the power adapter connection and confirm the correct voltage (typically 9V or 12V DC, center-positive)

Power LED on, but no data Wrong COM port selected in software Use Device Manager to identify the correct COM port. Update your POS software configuration to match

Power LED on, correct COM port, no data Serial cable disconnected or faulty Check both ends of the serial cable. Try a known-good cable. Perform a Serial Loop Test

Power LED on, cable good, no data No phone line connected or no calls coming in Verify RJ11 cables are plugged into LINE IN ports. Make a test call from an external phone (cell phone) to trigger caller ID

Data appears in Serial Loop but not in POS software POS software misconfigured If Serial Loop shows data, the hardware is working. Check POS software settings: correct COM port, baud rate (9600), and caller ID format

Data appears for some lines but not others Individual line wiring issue Check the RJ11 connection for the affected line(s). Swap the working and non-working line cables to isolate whether it’s a cable or port issue

5.2 Partial or Garbled Data

Symptom Possible Cause Solution

Phone number displays but name is missing CNAM service not subscribed Contact your phone company and subscribe to “Caller Name” (CNAM) delivery service. Number-only (CND) is a separate, cheaper service

Name displays but phone number is garbled FSK signal corruption on the line Check for line noise (see 5.4). Remove DSL filters, surge protectors, or splitters from the CallerID device’s line

Random characters instead of caller ID Wrong baud rate in software Ensure software is set to 9600 baud, 8-N-1, no flow control

Data appears with extra or missing characters Serial cable too long or poor quality RS-232 cables should be under 50 feet (15 m). Use shielded cable for runs over 15 feet. Consider switching to an Ethernet model for longer distances

Intermittent data — works sometimes, fails sometimes Loose connection or marginal signal Reseat all RJ11 and serial cable connections. Check for bent or corroded pins on the DB9 connector

5.3 Bad Checksum Errors

If you see “B” (Bad checksum) in the data output frequently:

Frequency Interpretation Action

<5% of calls Normal — occasional line noise No action needed

5–20% of calls Moderate line quality issue Check wiring, remove splitters/filters, request phone company line test

>20% of calls Serious line quality issue Request phone company dispatch to test the line for noise. May indicate water in the cable vault, bad splice, or old wiring

100% bad checksums Line not delivering standard FSK caller ID Verify the line is analog (POTS) and not digital. Verify caller ID service is active on the line. Test with a standard caller ID display phone

5.4 Line Noise Issues

Noise on the phone line is the #1 cause of intermittent or garbled caller ID data. Common noise sources:

DSL service: DSL signals can interfere with caller ID FSK. Always place the CallerID device before the DSL filter, or install a dedicated DSL splitter (POTS splitter) at the demarcation point

Old wiring: Corroded connections, water-damaged cable runs, or aluminum wiring can introduce noise

Electrical interference: Fluorescent lights, motors, dimmers, and power strips near phone wiring can induce noise. Route phone cables away from power cables

Fax machines and modems: Other devices on the same line can generate tones that corrupt caller ID. Use a separate line for the CallerID device if possible

Too many devices on one line: Each device adds load (ringer equivalence). Keep the total REN (Ringer Equivalence Number) under 5.0 per line

Quick noise test:

Pick up the phone handset on the affected line

Listen for a clean dial tone — no crackling, humming, or buzzing

Dial a digit and listen in the silence — any static or noise indicates a line problem

If noise is present, report it to your phone company

5.5 “Z-bar” or Unknown Characters in Output

If you see unusual characters like “Z” patterns, vertical bars, or non-printable characters in the data output, this typically indicates:

Baud rate mismatch: Verify both the device and software are set to 9600 baud

Data bit or parity mismatch: Ensure 8 data bits, no parity, 1 stop bit

Electrical noise on the serial cable: Use a shielded serial cable and keep it away from power cables

Null modem cable used by mistake: Use a straight-through DB9 cable, not a crossover/null-modem cable

6. Device-Specific: POS 2/4/8

6.1 POS Series Overview

Model Lines Data Output Key Features

POS 2 2 Serial (DB9) or Ethernet Compact, ideal for small restaurants or single-location businesses

POS 4 4 Serial (DB9) or Ethernet Most popular model for multi-line pizza shops and restaurants

POS 8 8 Serial (DB9) or Ethernet High-capacity for large installations or call centers

6.2 POS Series LED Indicators

LED Color Meaning

Power Green (solid) Device is powered on and operating normally

Line 1–8 Green (solid) Phone line detected (on-hook voltage present)

Line 1–8 Green (blinking) Ringing detected on that line

Line 1–8 Red (solid) Line is off-hook (active call)

Line 1–8 Off No phone line detected on that port. Check the RJ11 cable

Data/TX Green (flash) Data being transmitted on serial/Ethernet port

6.3 POS Ethernet Model Configuration

For POS Ethernet models, the device connects to your network via an RJ45 cable and sends caller ID data over TCP/UDP to a designated IP address and port.

Default Ethernet settings:

IP Address: Assigned via DHCP by default (check your router’s DHCP table)

Data Port: 3520 (TCP)

Protocol: TCP (some models support UDP)

Static IP recommendation: For production deployments, assign a static IP address to the POS Ethernet unit. DHCP address changes will break the connection between the CallerID device and your POS software.

6.4 POS Series Troubleshooting Quick Reference

Issue Check

No power LED Verify power adapter is plugged in and outlet has power. Try a different outlet. Check adapter voltage matches device spec

Line LED off (no phone line detected) Check the RJ11 cable between the wall jack and the device LINE IN port. Try a different cable. Test the wall jack with a phone

Line LED on but no caller ID Make a test call from an external phone. Check if caller ID service is active on the line. Verify correct serial/Ethernet configuration

Ethernet model not reachable on network Verify the network cable, check the link LED on the device’s Ethernet port. Ensure the device and PC are on the same subnet

7. Device-Specific: Whozz Calling 2/4/8

7.1 Whozz Calling Series Overview

Model Lines Data Output Key Features

Whozz Calling? Basic 2/4/8 2, 4, or 8 Serial (DB9) Inbound caller ID only. Simple, reliable. No outbound call tracking

Whozz Calling? Deluxe 2/4/8 2, 4, or 8 Serial (DB9) Inbound AND outbound call tracking. DTMF decoding for outbound number capture. Call duration. Advanced data output

7.2 Basic vs. Deluxe: Data Output Differences

Feature Basic Deluxe

Inbound caller ID (number + name) Yes Yes

Outbound number capture No Yes (via DTMF decoding)

Call duration tracking No Yes

Start & End records Start only Start (S) and End (E) records

Ring count No Yes

Distinctive ring detection No Yes

Hook flash / transfer detection No Yes

7.3 Whozz Calling LED Indicators

LED State Meaning

Power Green (solid) Device powered on, operating normally

Line LEDs (per line) Green (solid) Phone line detected, on-hook

Line LEDs (per line) Green (blinking) Ringing on that line

Line LEDs (per line) Red (solid) Off-hook (active call in progress)

Line LEDs (per line) Off No line connected to that port, or line has no voltage

7.4 Whozz Calling Commands

You can send commands to Whozz Calling devices via the serial port using Serial Loop or any terminal program:

Command Response Description

^^Id-V Firmware version string Returns the firmware version and model information

^^Id-Z Device reset acknowledgment Performs a soft reset of the device

^^Id-S Status information Returns current device status and line states

Sending commands: Open Serial Loop or any terminal at 9600 baud, connect to the correct COM port, and type the command. The device will respond immediately.

7.5 Whozz Calling Troubleshooting Quick Reference

Issue Check

No response to commands in Serial Loop Verify correct COM port and baud rate (9600). Check serial cable. Try a different cable or USB-to-serial adapter

Inbound caller ID works, outbound not captured (Deluxe) Outbound capture requires the line to pass through the device AND DTMF digits to be generated on the line. Digital phones sending SIP/digital signals will not produce DTMF on the analog line

Caller ID shows on some lines, not others Check that all lines have active caller ID service from the phone company. Each line is independent

Device reports calls but POS software does not display them Hardware is working. Problem is in the POS software configuration. Verify the POS is configured for the correct COM port and data format

8. DIP Switch Settings & Factory Reset

8.1 DIP Switch Locations

DIP switches are located on the bottom or inside panel of CallerID.com analog devices. They control hardware-level settings that cannot be changed via software.

Power off first: Always power off the device before changing DIP switch positions. Changes take effect only after a power cycle.

8.2 Common DIP Switch Settings (Whozz Calling)

Switch ON Position OFF Position Default

SW1 Detailed mode (real-time ring/hook events) Standard mode (complete call records) OFF (Standard)

SW2 Unit ID enabled (multi-unit stacking) Unit ID disabled (single unit) OFF (Single)

SW3 9600 baud Reserved ON (9600)

SW4 Call timing enabled Call timing disabled Varies by model

Note: DIP switch configurations vary by model and firmware version. Refer to the printed quick-start card that shipped with your device for exact switch assignments. If you no longer have it, contact support at Info@CallerID.com.

8.3 Common DIP Switch Settings (POS Series)

Switch ON Position OFF Position Default

SW1 Serial output mode Ethernet output mode (Ethernet models only) Varies by model (serial or Ethernet)

SW2 Detailed data format Standard data format OFF (Standard)

SW3 9600 baud 4800 baud (legacy) ON (9600)

SW4 Factory test mode Normal operation OFF (Normal)

Do not enable SW4 (Factory Test Mode) in production. Factory test mode generates continuous test data and may interfere with normal caller ID operation. Only enable this switch if directed by CallerID.com support during troubleshooting.

8.4 Factory Reset Procedure

If a device is behaving erratically and you need to return it to factory defaults:

1Power off the device

Disconnect the power adapter from the device.

2Set all DIP switches to their default positions

Refer to the tables above for the default settings of each switch. For a typical installation, all switches should be OFF except SW3 (baud rate = ON for 9600).

3Disconnect all phone lines

Remove all RJ11 cables from the LINE IN and LINE OUT ports.

4Power on with defaults

Reconnect the power adapter. Wait 10 seconds for the device to initialize.

5Reconnect phone lines one at a time

Plug in each phone line one at a time, verifying the corresponding LED lights green for each line.

6Test with Serial Loop

Connect the serial cable, open Serial Loop, and make a test call to verify caller ID data is being received.

After factory reset: If the device now works correctly in Serial Loop, the issue was likely a DIP switch misconfiguration. Reconfigure your POS software and verify end-to-end operation.

9. Serial Loop Test

The Serial Loop test is the single most important diagnostic tool for analog CallerID devices. It verifies the hardware chain from the phone line through the device to the PC’s serial port.

Full instructions: See the dedicated Serial Loop Test Guide for complete download, installation, and step-by-step testing procedures.

9.1 Quick Serial Loop Test Procedure

1Close all other applications that may be using the COM port (POS software, other terminal programs).

2Open Serial Loop (download from callerid.com/diagnostic_tools.php if not installed).

3Select the correct COM port and set baud rate to 9600.

4Click “Open Port” — should succeed without errors.

5Make a test call from an external phone (cell phone) to your business line.

6Watch for data in the Serial Loop window. You should see caller ID data after the first ring.

9.2 Interpreting Serial Loop Results

Result Meaning Next Step

Caller ID data appears correctly Device, cabling, and serial port are all working Problem is in the POS software configuration. Reconfigure POS to use the correct COM port and data format

Port opens but no data appears Device is not sending data, or wrong COM port Verify correct COM port. Check phone line connection. Try a different serial cable. Check device power

“Access Denied” when opening port Another application has the COM port open Close all other applications. Check Task Manager for background processes using the port

Garbled characters appear Baud rate mismatch or cable issue Confirm baud rate is 9600. Check DIP switch SW3 is in the correct position. Try a different cable

Data appears but with “B” (bad checksum) Line noise or signal issue See Section 5.3 (Bad Checksum Errors) and Section 5.4 (Line Noise)

No COM ports listed in dropdown No serial ports installed or detected Install USB-to-serial adapter drivers. Check Device Manager for the adapter

9.3 Loopback Test (Hardware Verification)

If you suspect the serial port itself is faulty, perform a loopback test. This test sends data out of the COM port and receives it back, verifying the port hardware without needing a CallerID device.

Loopback procedure:

Disconnect the CallerID device from the serial cable

Create a loopback by connecting pin 2 (RxD) to pin 3 (TxD) on the DB9 connector using a short jumper wire or paperclip

Open Serial Loop at 9600 baud on that COM port

Use Serial Loop’s built-in loopback test feature (Tools → Port Scan) or type any text — it should echo back in the receive window

If text echoes back, the COM port hardware is working

If nothing echoes, the COM port or USB-to-serial adapter may be faulty

10. Diagnostic Flowchart

Use this flowchart to systematically diagnose analog CallerID device issues:

Analog Caller ID Diagnostic Flow

START: No Caller ID

Is the Power LED lit on the device?

NO Check power adapter & outlet

YES

Are Line LEDs green (solid or blinking)?

NO Check RJ11 cables & lines

YES

Does Serial Loop show data on test call?

NO Check COM port, serial cable, DIP switches

YES

Is the data clean (Good checksum, correct format)?

NO Check line noise, baud rate, cable quality

YES

Does POS software display the caller ID?

NO Reconfigure POS software (COM/format)

YES

RESOLVED

11. Escalation & RMA

11.1 When to Escalate

If you have completed all troubleshooting steps above and the issue persists, escalate to CallerID.com technical support with the following information:

Information to gather before contacting support:

Device model and serial number (printed on label on bottom of device)

Firmware version (send ^^Id-V command via Serial Loop)

Description of the problem and when it started

Phone line type (POTS, PBX analog, ATA/VoIP adapter)

Phone service provider name

Serial Loop test results (screenshot or copy of data output)

POS software name and version

Operating system and COM port details

DIP switch positions currently set

Steps already attempted

11.2 Contact Information

Method Details

Email Info@CallerID.com

Phone 770.263.7111

Website www.callerid.com

Diagnostic Tools callerid.com/diagnostic_tools.php

11.3 RMA (Return Merchandise Authorization)

If CallerID.com support determines the device is defective and needs replacement:

Support will issue an RMA number

Write the RMA number clearly on the outside of the shipping box

Include a note describing the issue and the troubleshooting steps completed

Ship the device to the address provided by support

CallerID.com will test, repair, or replace the unit and ship it back

Do not ship without an RMA number. Packages received without an RMA number may be refused or delayed. Always contact support first to obtain an RMA.

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Analog Device Troubleshooting Guide | For technical support: Info@CallerID.com | 770.263.7111