| Hermes and Your Local Network |
What is a local network (LAN)?
A local area network (LAN) is a computer network covering a small local area, like a home, office or small group of buildings.
- Learn more about LANs at wikipedia.com
What is a router and do I need one?
A router is a network device that delivers Internet Protocol (IP) data packets to and from multiple computers or devices on a network. You may already have a router attached your DSL or Cable modem and your computer. Most likely you will want to be able to access your computer and use your Hermes service without disconnecting cables. A router allows you to connect more than one device to your Internet connection at the same time (see common set-up at right).
Your router must:
- Be DSL/Cable Modem web-safe
- Provide NAT (Network Address Translation)
- Provide DHCP (Dynamic Host Configuration Protocol)
Most routers support these requirements. Hermes does not currently sell routers. Although Hermes service will work with most routers available for purchase today, we do not recommend a specific brand.
See also :
- If you are using DSL for Internet service, your router should typically be configured for PPPoE.
- Some cable modem services require that the MAC address of the computer be cloned in the router configuration. Check your router's setup guide or the manufacturer's web site for more information.
- Some DSL services require a router to maintain compatibility and use their service.
- Learn more about NAT at wikipedia.com
- Learn more about DHCP at wikipedia.com
Although the Hermes service will work with most routers on the market, Hermes does not recommend a specific brand. If you are having trouble with your Hermes service on an older model router, Hermes recommends that you download and install the router's latest firmware from the manufacturer's web site.
Note: If you are using a DSL for Internet service, your router typically should be configured for PPPoE. Some cable modem services require that the MAC address of the computer be cloned in the router configurations. Check your router's setup guide or the manufacturer's web site for more information.
Does my network router work with Hermes?
Most recently manufactured network routers will work with the Hermes service right out of the box. If not, or if you are using an early generation router, some settings may need to be adjusted, or a firmware upgrade may be required.
Hermes recommends that you download the latest firmware from your router manufacturer's web site and install it on your router to ensure compatibility and optimal performance. Settings modifications are usually part of the router’s configuration software and can be reviewed in the router’s instructions.
Both NAT and DHCP must be enabled on your router to use Hermes.
- Learn more about NAT at wikipedia.com
- Learn more about DHCP at wikipedia.com
Can I subscribe to Hermes service and use my existing home networking equipment?
Hermes works with existing home networks that support DHCP and NAT. DHCP stands for Dynamic Host Configuration Protocol and is used to assign dynamic IP addresses to devices on your local network. NAT, or Network Address Translation protocol, converts Internet Protocol (IP) address in one network to a known but different IP address in another network.
You do not need to understand how DHCP and NAT work to use Hermes. You just have to have them on your home networking equipment.
- Learn more about NAT at wikipedia.com
- Learn more about DHCP at wikipedia.com
Does Hermes service work with wireless ISP networks?
You can connect to Hermes if your wireless Internet Service Provider (ISP) or your home network provides an available Ethernet connection for your Hermes Phone Adapter. Many Hermes customers have wireless networks in their home or subscribe to wireless ISP.
What ports need to be open if my Hermes Phone Adapter is behind a firewall?
No ports need to be open if you have a simple NAT router and the Hermes-issued Phone Adapter has a private IP address. Most Hermes customers just connect their Hermes phone adapter to their router and it works. Hermes is designed to work behind NAT routers.
If you have a firewall, you must give the Hermes Phone Adapter rights to access certain Internet ports, including:
- 69-69 UDP
- 5060-5063 UDP
- 10,000-20,000 UDP
If my PC connects to the Internet through the USB port and has no Ethernet connection, how can the Hermes phone adapter fit into my network?
To use Hermes service you will need to convert your broadband Internet connection from USB to Ethernet. You can convert by connecting your PC and your phone adapter to a router. To connect your PC to the router, you will also need to install an Ethernet card in your PC, or you can use a USB-to-Ethernet conversion cable. With this arrangement, you can use your PC to access the Internet while using the Hermes service.
| Device Installation |
Where can I find a step-by-step installation instructions for Hermes Supplied Devices?
Our Support Center includes installation guides for the WiFi Hermes device.
| Troubleshooting: Voice and Call Quality |
If you do not hear a dial tone, please check the following:
- Make sure the telephone and Hermes Adapter are plugged in
- Disconnect and re-connect the telephone cable
- Make sure your telephone is set to ring (not set to pulse)
If the above items have been checked, it is possible your phone adapter needs to be rebooted. Follow these instructions to quickly perform a reboot.
I am unable to receive any inbound calls.
Your Phone Adapter needs to register with our proxy server in order to receive inbound calls. If the Phone Adapter can't register, the Hermes server can't route calls to the device.
Some reasons why your phone adapter may not be able to register with Hermes proxies:
- Possible power outage
- Telephone and Hermes Adapter may not be plugged in
- Internet connectivity has been lost
- Router/firewall options have blocked Hermes traffic
Please check that you have Internet connectivity (try to view a few web sites) and check if your router/firewall settings have changed. If these items have been checked, it is possible you need to reboot the Phone Adapter. Follow these instructions to quickly perform a reboot.
In general, "choppy" calls are the result of latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called "Packet Loss".
Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.
- Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
- If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.
I hear echo during calls (hearing my voice repeat)?
Echo is due to possible latency on your Internet connection causing delayed playback of your voice. It is not uncommon for echo to be present with traditional phone calling as well, but the latency is so slight the echo probably will go unnoticed.
Possible causes of echo are:
- Poor quality telephone or phone cables (possibly on the far end of the call)
- Feedback between the phone's speaker and microphone
If you are hearing significant echo on a call:
- Try to call back the number and see if the echo persists.
- Ask if the person you are talking with can use a different phone.
- Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
- If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.
I tried to make a call and received a fast busy signal.
A fast busy signal can mean that your Phone Adapter needs to be rebooted. Follow these instructions to quickly perform a reboot.
What is the cause of "dropped" calls (call ends unexpectedly)?
In general, "dropped" calls are the result of a severe latency or packet loss in your Internet Service Provider's (ISP) network. In other words, for a period of time your connection may not be fast enough to send and receive voice data, resulting in lost information. This situation is called "Packet Loss".
Packet Loss may occur when connection speeds are compromised by temporary ISP problems, network congestion, or heavy bandwidth usage such as online gaming or the upload/download of files.
- Check a few web sites you commonly view and see if they are performing slower than usual. If this is the case, it is probable that your ISP is experiencing a problem.
- If anyone is sharing your Internet connection, or you are uploading/downloading files via the Internet, pause this activity and see if voice quality improves.
Static (buzzing) on your line are produced from analog equipment in your phone system (your phone and phone cable). When the phone adapter receives the sound data, it digitizes the data and eliminates the possibility of producing static or buzzing. Try using a different phone or replacing the phone cable and test if that resolves the issue.
| Troubleshooting: Telephone Adapter Devices |
Where can I find troubleshooting information for Hermes Supplied devices?
Specific troubleshooting information is provided for the following devices.
How do I reboot my Telephone Adapter Device?
Follow these instructions to quickly perform a reboot.
