sundance-communications.com/forum Forums TDM Business Telephone Systems Panasonic Telephones & Systems Panasonic Hybrid w KX-TVA50 Voice Mail- User password invalid

Have a strange issue with an existing Panasonic KX-TA824 with a KX-TVA50 voice mail system. This has been working just fine until a recent issue with extension 101 (into port 1 of the KSU). The person at this extension moved offices recently. They can get a line, dialtone and dial out, answer the phone and talk all they want on the phone with the new wire running to the KSU. The issue that has come up is when they try and retrieve their voice mail messages. The user mailbox password is reported as invalid intermittently. So far I have tried: changing the password to a different password code thinking there was possibly an issue with the new password. Switched out the telephone at this desk with another phone- thinking if there was a problem with one of the keys or the actual telephone causing this intermittent problem. I have taken the telephone to another jack in a different location of the office and tested and the password entry success seems to be 100%. I have also taken the phone over and plugged directly into the KSU port 1 directly (no wiring other than the standard RJ11 cable that came with the phone) and it too seems to work each time.

The user mentioned the problem seemed to start after the move only. There has been no programming changes in the system for this extension on the KSU side or for the voice mail system for this user (other than using the VM management to change the password mentioned above).

I have tried a few different Cat 3 keystone jacks on the Cat5e cable that was run over from the KSU to this desk through the ceiling. I also have put new jacks (tried both 6 wire and 4 wire plugs) on the cable going into the KSU port ext 1 - more than 1 time. It definitely seems like it is the cable extension that is causing this problem. So I may have to pull new cable, but before I do that I'd run temporarily just across the floor before pulling through the ceiling...

This failure of the user voice mail password is maybe 30% of the time or sometimes as high as 70% but eventually it will work and allow access to this users mailbox.

Any ideas other than the cabling that would cause this?

You got it. Lay out a piece on the floor that will go through ceiling and jack and test'
Make sure cable in ceiling is not resting on or parallel to electric line or lights and other std foo paas.

Brokeda,

thanks for the reply. The telephone extension line is running along side of an electrical line that is inside metal conduit at least part way. (I just did the jack termination the company's electrical guy that knows nothing about telephones ran the wire...)

The cat5e cable is outside the conduit of course and was wired tied to the conduit for about 15 feet of the run along a wall.

Curios is client accessing voicemail with handset or thru the speaker ? if speaker the tvs may not be interpreting digits properly

Brokeda,

I am pretty much convinced you were right on the money!!! I did a temporary cable, had some issues with bad Cat 3 keystone jacks (DON'T BUY Home Depot's C-Tech line of jacks!!) but eventually I got the temporary cable to test and worked flawlessly for a few weeks. I then bounced it back to the outside guy that ran the original cable and he made some changes in the cable run (the original run through the drop ceiling was RIGHT NEXT to romex electric wiring he also did at the same time).

Unless you're trying to terminate the CE Tech jack with a screwdriver, it looks like a standard insulation displacement Cat-3 jack https://www.homedepot.com/p/CE-TECH-Voice-Grade-Jack-White-5013-WH/202689895

Is there a "rest of the story"?

Carl

I agree with Carl , I doubt that its the jack if you aren't connecting then you probably aren't terminating it correctly.

you keep changing jacks have you tired using a different pair ?

have you deleted the mailbox and then rebuilt it ?

I would