MAY 14, 2015 - IMPORTANT NOTICE FOR GVMATEAPP2 USERS

Google recently redesigned and made significant major improvements to the way phone calls work in Google Hangouts bringing them in line with the phone call performance of their original phone calling platform that was based on the much simpler Google Chat platform. The latter changes also resulted in a lower minimum bare bones computer specification in the range of 1Ghz CPU + 1GB RAM for phone call only use when using the Google Hangouts platform.

These welcome improvements are now supported by GVMateApp2.

Product Support Center


For the Latest Download:
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For Release Notes and Previous Releases: Click Here


 

GENERAL
Contacting Technical Support
Feature Suggestions

Licensing

Other Product Questions


PRODUCT INFORMATION
Setup Instructions - Download Page
Feature Descriptions
Comprehensive VirusTotal Report
Previous Releases
Release Notes

GOOGLE PHONE SERVICE HELP
Google Voice Feature Help Center
Google Voice Service Problems
Google Hangouts Feature Help Center
Google Hangouts Service Problems
Google Voice/Talk/Hangouts Network Status


GVMATE TROUBLESHOOTING INSTRUCTIONS

Outgoing Phone Calls Not Working
Incoming Phone Calls Not Working
Some Dialed Digits Missed or Dialtone Will Not Stop
Caller ID Does Not Display On My Phone
Caller's Name Does Not Display
Repeatedly Keeps Trying To Sign Me In
Google Talk/Hangouts Plugin Will Not Install
Call Are Working But There Is No Sound
Call Beeps And Breaks Of Silence
Can't Call My "GVMate" Phone From My Mobile Phone
Hear Busy Tone When I Place Calls
Task Manager Shows Multiple Browser Processes
Browser Did Not Shut Down Correctly Message
Backup Alternative Calling Methods
Can't Hear The Talking Caller ID
Choppy Voice Quality
Calls Not Working After Computer Goes To Sleep
Transferring Phone Number To Another Gmail Account
Computer Speakers Stopped Working
Can't Send/Receive Faxes
Can't Find The GVMateApp "Little Phone" Traybar Icon
GVMate Will Not Initialize Or Intermittently Disconnects
Microphone Volume Automatically Changes
Windows Audio Device Name Not Found
PIN Digit Dialing Not Working
Automated Update Will Not Install



GENERAL

Contacting Technical Support

Self help is available for most common issues and questions within this Product Support Center facility.

Before beginning or continuing any troubleshooting always make sure you have the latest version installed of the GVMateApp installed from http://download.gvmate.com. Also make sure you have read the release notes here http://notes.gvmate.com .

If you are still unable to resolve an issue or question you have yourself after thoroughly following the relevant self help troubleshooting steps from those listed within this Product Support Center facility, free technical support is available Monday - Friday 9am to 4pm EST (excluding public holidays) by email by clicking here support@pcphonesoft.com and including the information listed below.

You MUST include the following details in your email message; otherwise, your request will be ignored. We do our best to respond to emails within 1 full work day from receipt.

INFORMATION TO INCLUDE WITH YOUR TECHNICAL SUPPORT REQUEST
1. Detailed description of the problem including exactly how what happens differs from what is expected and under what conditions it consistently occurs.
2. Exactly what troubleshooting steps you have taken to diagnose the problem and what happened.
3. If you receive warning or error messages, the exact message and words displayed. You may also attach screenshots.
4. Cut and paste a copy of the log file into your email message (obtained by right mouse clicking on the GVMateApp traybar icon and selecting "Troubleshooting" from the menu that appears and pressing the "Show Log File" button).

Be sure to check you spam/junk mail folder as required for our response. If you happen to resolve the problem yourself before you receive our response, please kindly email us to let us know so we may use the time to assist somebody else sooner.

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Make A Feature Suggestion

Constructive ideas and suggestions are always welcome. Click here to email us your suggestion gvmate@pcphonesoft.com.

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Licensing

Your license is for the current Release available at the time of purchase and includes the ability to download further minor fixes and compatibility updates to that Release as they become available (i.e. Release 2.xx to 2.yy). Upgrades to new major product releases (i.e. Release 2.xx to Release 3.yy) may become available from time to time and will be offered to you as an existing user at a discounted price.

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Other Product Questions

Have a general product question? Click here to email it to us gvmate@pcphonesoft.com.

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TROUBLESHOOTING - GVMateApp

Outgoing Phone Calls Not Working

The GVMateApp simply extends the VoIP calling capabilities provided by Google that are built into your Gmail account to your phone and its keypad without interfering with the audio quality. The underlying technology including the way the basic phone calling works and the call quality is all provided by Google. It then wraps in and adds some advanced calling features of its own.

The objective below is to get manually get phone calls and the call quality working properly in your Gmail account using your computer's speaker and microphone without the GVMate. Once you have that working fine it will also work the same way using your GVMate and phone.

1. Unplug the GVMate from your computer and then restart your computer to ensure it is in a stable known state for the purposes of testing. For VoIP calling, wired Internet connections tend to perform better than WiFi wireless Internet connections so test using a wired Internet connection if it's possible.
2. Open Internet Explorer as your web browser and then go to http://www.gmail.com and sign into your Gmail account.
3. Click on the magnifying glass or little phone handset icon on the left hand side of the Gmail webpage. Place a call to 206-203-5070 to hear your caller id phone number read back to you or to the public echo test phone number 206-203-5072 and listen to yourself talk.
4. A few seconds later you should visually see the call routing and connecting in the browser window or in a separate popup window. You will talk and listen using your computer's speaker and microphone.
5. Once you have calls manually working correctly in your Gmail account using your computer's speaker and microphone, close your web browser.
6. Firmly plug your GVMate back in again into the same USB port and retest calls using your phone handset. Right mouse click on the GVMateApp traybar icon and select "Volume" from the menu that appears and adjust the "Earpiece" and "Mouthpiece" volumes up or down as needed.

If the message you receive in the little dialer window indicates the Google Voice network is not able to complete your call for what reason, use the Google Voice here to report the problem and seek assistance https://productforums.google.com/forum/#!categories/voice/making-and-receiving-calls .

If you have problems manually placing or receiving calls from your Gmail account something external on your computer is very likely to be intentionally blocking it. To move forward, use the troubleshooting steps in the section on Incoming Phone Calls Not Working below.

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Incoming Phone Calls Not Working(Incoming Calls Available For U.S. Based Gmail Accounts Only)


VERY IMPORTANT: If you use your GVMate with "The Original Calling" rather than the "New Hangouts Calling" service, you will need to use a Gmail account that is dedicated for use with the GVMateApp. Using "The Original Calling" service using the same Gmail account you use for the GVMateApp anywhere else (i.e. web browser, smartphone, etc...) will confuse the Google Voice network where to send your incoming calls. Should you to need to transfer an existing Google Voice phone number to a new Gmail account see http://support.gvmate.com/#GMA18.

Follow the same exact instructions in the previous section for Outgoing Phone Calls Not Working . If you cannot manually get incoming calls working in your Gmail account without the GVMate plugged into your computer for whatever reason, one of the following things may be blocking the incoming call from reaching your Gmail account:

a. You are trying to call your "GVMate" phone from another phone like your mobile phone that you also have associated with your Google Voice phone number. These calls will of course be routed directly to voice mail by default. Right mouse click on the GVMateApp traybar icon and select "Phone Account" from the menu that appears. In the Google Voice phone account webpage that appears uncheck all forwarded phones EXCEPT for your Gmail e-mail account for the purposes of troubleshooting.

Note: After you have finished troubleshooting and have incoming calls working, follow the instructions below for Can't Call My "GVMate" Phone From My Mobile Phone if you want to be able to call your "GVMate" phone from another phone you have set up for call forwarding in your Google Voice.

b. There is a feature enabled in your Google Voice account that is blocking incoming calls. Right mouse click on the GVMateApp traybar icon and select "Phone Account" from the menu that appears. On the Google Voice phone account webpage that appears click on the "Edit" button located under your Google Chat account entry and make sure the Ring Schedule is set up to always ring during the week weekends as required. Also select the "Calls" tab and then make sure the "Do Not Disturb" feature in Google Voice is NOT enabled.

c. Additional antivirus or Internet security software you have installed on your computer or a built in firewall on your router is blocking incoming messaging or TCP ports 80 or 443. Try adding the following applications as program exceptions to any antivirus or Internet security software you have installed on your computer: googletalkplugin.exe, GVMateApp.exe , GVMateAppMinder.exe , RTCBrowser.exe (or chromium.exe). If you have one of the few routers that have a built in firewall, follow the manufacturer's instructions to log into it and turn off the firewall for the purposes of troubleshooting.

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Some Dialed Digits Missed or Dialtone Won't Stop

Click on the GVMateApp traybar icon to open the browser window. Look at the little dialer window that appears or any warning messages that pop up when calls are placed to verify that digits are indeed consistently being missed. If your computer meets the minimum specs, there is a bad physical hardware connection somewhere between your USB port and your phone.

1. Unplug the GVMate from your computer.
2. If you are using a GVMate Phone Adapter also unplug both ends of the telephone cable to your phone and firmly plug both ends back in again.
3. Close the GVMateApp by right mouse clicking on the GVMateApp traybar icon and selecting 'Exit' from the menu that appears.
4. Firmly plug your GVMate directly back in again to a USB port on your computer without any type of USB extender cable.
5. Click on the 'GVMateApp' desktop icon to restart it and then retest."

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Caller ID Does Not Display On My Phone

Right mouse click on the GVMateApp traybar icon and select "Troubleshooting" from the menu that appears. In the window that open use the Caller ID testing facility and instructions provided. If you are unable to get the caller id to display using the test facility (and you are sure your phone supports caller id display) the following are the troubleshooting steps:

The caller id is sent as a modem tone like transmission to your phone between the 1st and 2nd ring. If it is not displaying something is affecting or interfering with the quality of the GVMate Phone Adapter's audio path to your phone.

1. The caller id transmission itself is extremely real time sensitive. Make sure you are using a computer that meets the minimum specs set for the GVMateApp. A computer that does not have enough real time processing power available can cause the caller id transmission to become corrupted with unacceptable breaks of silence.

2. For the purposes of troubleshooting, make sure your telephone is connected to the GVMate with a good quality cable that is no more than 3 feet long. If you are using a cordless phone also remove it from its cradle and then reinsert it so it can re-synchronize against the channel it uses so it can be removed from the troubleshooting equation. Also make sure it has been fully charged before any further testing.

3. If the caller id test above only works right after you restart your computer but does not work later on either your computer does not have enough real time CPU and/or RAM horsepower available. It is also possible that the power management facility on your computer is automatically lowering the power on your USB ports to conserve energy.

a. Go to Start/Control Panel/Power Management and make sure that the USB power conservation feature is turned off.

b. Also go to Start/Control Panel/System/Device Manager/USB Root Hub/Properties/Power Managment to make sure the settings are set to never drop the power level to the USB ports . The latter must be done for each USB Root Hubs you see listed.

4. If your caller id still does not display, the USB port you are using is very possibly underpowered and there is inadequate power available to drive your phone line.

You can try plugging the GVMate Phone Adapter directly into a USB port on the back on your computer (without an extender cable or hub) to see if that port provides the needed power. If the problem persists, try using an externally powered USB extender hub that plugs into an A/C electrical wall outlet and plug your GVMate Phone Adapter into it instead.

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Caller Name Does Not Display On My Phone

If the caller is located in your Contacts list (or Speed Dial table if you are using the GVMateApp Professional Version), the caller name will be taken from there and displayed on your phone; otherwise, the caller's location (State / Country) will be displayed. Caller name lookup service (CNAM) using the national LIDB/CNAM database is also optionally available on an optional basis. Right mouse click on the GVMateApp traybar icon and select "E911/CNAM" from the menu that appears and follow the instructions to sign up for CNAM service.

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Keeps Trying To Sign Me In Repeatedly

The GVMateApp is designed to do its best to recover automatically from most external situations including problems with your Gmail account or your Internet connection. Repeated sign in attempts is an indication the GVMateApp is in a recovery loop and it is doing its very best to try to works its way through a condition it encountered. User intervention is sometimes required to sort out an external issue on your computer that is causing the problem.

Sometimes Antivirus and Internet Security software packages may interfere and keep the GVMateApp from moving forward preventing it from being able to sign you in.To move forward, do the following:

1. Right mouse click on the GVMateApp traybar icon and select "Exit" from the menu that appears to close the program.
2. For the purposes of troubleshooting, temporarily disable any Antivirus and Internet Security software running on your computer.
3. Click on the GVMateApp desktop shortcut to start the program again.

If that clears the problem, make sure that "GVMateApp.exe" and "RTCBrowser.exe" (or chromium.exe) are added as trusted program exceptions in the settings of the Antivirus and Internet Security software packages you have installed on your computer.

If you still have challenges, pay close attention to any and all balloon information instructions that appear from the GVMateApp during the sign in process and make a note of them. After doing so follow the instructions provided in the balloon tip to try to sort out the underlying issue. If the issue persists, follow the instructions above for Outgoing Phone Calls Not Working.

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Google Talk Plugin Will Not Install(aka Google+ Hangouts Plugin)

1. Right mouse click on the GVMateApp traybar icon and select "Exit" from the menu that appears to close the program.
2. Close any web browsers that are open.
3. Go to 'Start/Control Panel/Add and Remove Programs' and uninstall the 'Google Talk Plugin' if it is listed.
4. Download and install the Google+ Hangouts Plugin from here https://www.google.com/tools/dlpage/hangoutplugin .
5. Follow all the instructions above for Outgoing Phone Calls Not Working to manually make sure incoming and outgoing calls are working correctly in your Gmail account.
6. After you are sure calls are manually working correctly in your Gmail account, click on the GVMateApp desktop shortcut to restart the program. Calls should now also now work fine using your phone.

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Call Are Working But There Is No Sound

Unless there is a temporary problem with the Google Voice network, it is possible that the Gmail audio settings are not correctly set to your GVMate for whatever reason.

1. Click on the GVMateApp traybar icon to open the browser window.
2. If you are using the "New Hangouts Calling", place a phone call to a 800-xxx-xxxx telephone number. Maximize the Google+ Hangouts popup window that opens and then click on the "Settings" cog icon located at the top menu of the screen. You may need to hover your mouse over the popup window for the top menu to appear. Make sure the audio settings on that page are set to point to your GVMate and not your computer speaker and microphone. Press the "Save" button.
3. Alternatively, if you are using "The Original Calling" use the 'Settings' cog in the right hand portion of your Gmail webpage to go to 'Settings/Chat'. Make sure the audio settings on that page are set to point to your GVMate and not your computer speaker and microphone. Press the "Save" button.

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Call Beeps And Breaks Of Silence

In the world of VoIP based calling, one phenomenon that can occur is a situation where certain speech patterns and pitches are misinterpreted as DTMF phone keypad presses and transmitted to the caller as annoying PIN digit "beeps". When this occurs, the speech path between you and the caller may also be temporarily interrupted for a few seconds.

To help eleviate this problem, this 'Stop Call Beeps' feature defaults PIN dialing to OFF on all calls. You may still manually turn PIN dialing ON and OFF during a call or send individual PIN digits using the dialing sequences provided.

1. Right mouse click on the GVMateApp traybar icon and select 'Troubleshooting' from the menu that appears. Turn on the 'Stop Call Beeps' feature.

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Can't Call My "GVMate" Phone From My Mobile Phone

You can change your Google Voice settings so you can directly call your "GVMate" phone from your mobile phone AND also still dial in from your mobile to pick up your voice mail messages. The latter refers to the scenario where your mobile phone and "GVMate" phone are associated with the same Google Voice phone number.

1. Right mouse click on the GVMateApp traybar icon and select "Phone Account" from the menu that appears.
2. On the webpage that opens go to your mobile phone entry and click the "Edit" button.
3. Then click on the "Show Advanced Settings" link and set the Voice Mail Access feature to "No".

To pick up voice mail messages from your mobile phone just call your "GVMate" phone and wait until the call finally rolls over to your regular voice mail greeting and then press "*" and your voice mail access PIN number.

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Hear Busy Tone When I Place Calls

A busy tone means you either dialed an invalid number or your call could not be completed by the Google Voice network for whatever reason. To find out more information, left mouse click on the GVMateApp traybar icon to open the browser window. Try your call again and you should see the reason your call could not complete displayed. If the digits you are dialing do not match what is shown in the little dialer window for whatever reason, see the troubleshooting section above on Some Dialed Digits Missed.

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Task Manager Shows Multiple Browser Processes

This is actually normal and correct. The GVMateApp is a next generation site specific web browser based program. In this instance, it exclusively uses an unshared GVMateApp program specific browser to provide the General User Interface (GUI) and communicate with and use the services of one primary website. The browser is intentionally designed to use multiple processes to provide additional robustness and reliability and the reason multiple instances appear in the Task Manager.

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Browser Did Not Shut Down Correctly Message

This is actually normal and correct with clarification. The GVMateApp is designed to do its best to recover automatically from most external situations including problems with your Gmail account or your Internet connection. In some cases, the GVMateApp may force close the browser as part of its recovery efforts and the browser may indicate that it was not shut down correctly when it reopens as was indeed the case as it was closed by force.

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Backup Alternative Calling Methods

If you are having challenges placing calls for whatever reason, the following are viable alternativebackupmethods of placing phone calls:

1. Go offhook and click on the GVMateApp traybar icon to open the browser and then click on the little magnifying glass or phone handset icon on the left hand side of the Gmail webpage and manually enter the phone number to call. Similarly incoming calls can manually be answered by clicking on the little "answer" button that appears when an incoming call arrives in your Gmail account.

2. You can also manually place and receive calls using the Skype desktop dialer. You will need a Skype account from http://www.skype.com and somecallingcredit deposited with them to use this option. You can also set up your Skype account to transmit your Google Voice phone number to the other party. In the Skype desktop dialer options, you MUST set the input and output audio devices to point to your GVMate.

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Can't Hear The Talking Caller ID

The Talking Caller ID feature uses Microsoft Window's built in Text-To-Speech facility. Go to Start/Control Panel/Speech [Recognition] to adjust the Text-To-Speech voice volume, speed and audio device used as required.

If you do not select a specific audio device for Text-To-Speech playback, the speech will be played via your computer's default audio device (whatever you have that set to under Start/Control Panel/Sounds [and Audio]).

For further help see Microsoft's Text-To-Speech configuration instructions at http://support.microsoft.com/kb/306902 as required.

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Choppy Voice Quality

The GVMateApp simply extends the VoIP calling capabilities provided by Google that are built into your Gmail account to your phone and its keypad without interfering with the audio quality. The underlying technology including the way the basic phone calling works and the call quality is all provided by Google. It then wraps in and adds some advanced calling features of its own.

There are however a number of external things that can definitely contribute to choppy voice quality that are within your direct control:

1. Follow the instructions here Outgoing Phone Calls Not Working to get manually get phone calls and the call quality working properly in your Gmail account using your computer's speaker and microphone without the GVMate. Once you have that working fine it will also work the same way using your GVMate and phone.
2. If you are using the "New Hangouts Calling" make sure you are using a computer that has at least 2Ghz CPU and 2GB RAM . See https://support.google.com/plus/answer/1216376?hl=en for further specifics and/or clarications.
3. Use a wired Internet connection instead of a WiFi wireless Internet connection whenever and wherever possible.
4. Plug your GVMate Phone Adapter directly into a USB port on your computer without any type of USB extender cable OR into an externally powered USB hub that plugs into an A/C wall outlet. Remember that it must have adequate power to be able to power your phone line.
5. Make sure your cordless phone is fully charged and you are within a reasonable distance from the cordless base station.
6. Never check the audio quality by calling to/from a cellphone because their call quality is often choppy giving unreliable test results. Instead test by placing a call to 206-203-5070 to hear your caller id phone number read back to you or to the public echo test phone number 206-203-5072 and listen to yourself talk.
7. If the person you are calling is complaining about hearing touchtone beeps exactly like you press on the phone keypad during a phone conversation this is a different issue. In this case, right mouse click on the GVMateApp traybar icon and select "Troubleshooting" from the menu that appears. Enable the "Stop VoIP Call Beeps" feature, read the full feature description provided and then press the "Apply" button to save the feature setting.
8. If the microphone volume automatically appears to be adjusting itself so loud that the conversation because distorted see Microphone Volume Automatically Changes .
9. If you are using the "New Hangouts Calling" click on the GVMateApp traybar icon to open the browser window. Place a test call to an 800-xxx-xxxx number. Maximize the additional small Hangouts popup browser window that opens and you will find a bandwidth adjustment feature at the top. If you plan to place basic phone calls as opposed to video calls it would be worth trying the lowest bandwidth setting for comparison with the automatic setting.

IMPORTANT: Also check the Power Management settings on your computer to ensure the USB ports on your computer are always provided with full power Calls Not Working After Computer Goes Into Standby/Sleep Mode . Remember that your GVMate Phone Adapter provides power directly to your phone line that carries the audio to/from your phone so if the power provided to it by your USB port is not sufficient it can directly affect the audio quality. If the problem persists, try using an externally powered USB extender hub that plugs into an A/C electrical wall outlet and plug your GVMate Phone Adapter into it instead.

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Calls Not Working After Computer Goes Into Standby/Sleep Mode

That's correct. If your computer automatically goes or is manually put into Standby/Sleep mode, it will do exactly that to the GVMateApp and your corresponding phone service as well (i.e. put it to sleep).

1. Go to Start/Control Panel/Power Management and make sure the "Turn Off Hard Disks" setting is set to NEVER and the "Standby" setting is set to NEVER. If there are any settings provided here for USB ports make sure they are set to never drop the power level to the USB ports.

2. Also go to Start/Control Panel/System/Device Manager/USB Root Hub/Properties/Power Management to make sure the settings are set to never drop the power level to the USB ports . The latter must be done for each USB Root Hubs you see listed.

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Transferring Phone Number To Another Gmail Account

Google Voice provides the following facility http://support.google.com/voice/bin/static.py?hl=en&ts=1378507&page=ts.cs to transfer your existing Google Voice phone number as needed to a new Gmail account you have created.

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Computer Speakers Stopped Working

Windows will normally automatically choose the last USB audio device you installed on your computer as the default audio device for your whole system.

To move forward go to Start/Control Panel/Sounds and Audio Devices and make sure your computer speakers and microphone are selected as the default playback and recording device and apply/save the setting.

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Can't Send/Receive Faxes

At this time Google Voice does not suport faxing http://support.google.com/voice/bin/answer.py?hl=en&answer=115124.

There are however users that have had success sending/receiving faxes by doing all the following steps below although there are no promises it will work out for you:

1. Setting their fax machine to 9600 BAUD
2. Turning off their fax machine's Error Correction Mode (ECM) feature.
3. Adjusting the transmit/receive volume up or down as needed. The volume can adjusted by right mouse clicking on the GVMateApp traybar icon and selecting "Volume" from the menu that appears.

Other users choose to use online fax services like hellofax.com and efax.com .

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Can't Find The GVMateApp "Little Phone" Traybar Icon

The GVMateApp little phone traybar icon is located on the bottom lower right hand traybar icon notification area of your computer screen. If you don't see it, then it is probably hidden based on your computer settings. Using your mouse, closely look in the the lower right hand area of your computer screen for a small white up arrow. Window provides this small white up arrow to display hidden traybar icons. Click on it and then use the "customize" link provided there to change your settings to permanently display the GVMateApp little phone traybar icon.

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GVMate Device Will Not Initialize Or Intermittently Disconnects

The GVMate Phone Adapter needs full USB port power to function and provide electrical power to your phone line. This is not a common problem but it does indicate that the power provided on the USB port being used is fluctuating from time to time or it is simply inadequate on your computer for whatever reason.

1. Go to Start/Control Panel/Power Management. If there are any settings provided here for USB ports make sure they are set to never drop the power level to the USB ports.

2. Also go to Start/Control Panel/System/Device Manager/USB Root Hub/Properties/Power Management to make sure the settings are set to never drop the power level to the USB ports . The latter must be done for each USB Root Hubs you see listed.

If the problem persists, you will need to use an externally powered USB extender hub that plugs into an A/C electrical wall outlet and plug your GVMate Phone Adapter into it instead.

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Microphone Volume Automatically Changes

1. Open the command line facility on your computer and enter "regedit" to open up the Windows registry editor.
2. Make sure the following registry key is set to "1" to disable the automatic microphone volume adjustment feature.

HKEY_CURRENT_USER\Software\Google\Google Talk Plugin\audio-flags = "1"

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Windows Audio Device Name Not Found

When your GVMate is plugged into a usb port on your computer, the GVMateApp expects to find an audio device called "PhoneJack" or "USB Audio Device" (or similar) set up to function both as a speaker and as a microphone device in addition to your regular computer speakers and microphone.

As this audio device name cannot be found as a speaker and/or microphone device, Windows did not install the low level device drivers for your GVMate hardware correctly for whatever reason against the specific USB port it is currently plugged into. To move forward do the following:

1. Right mouse click on the GVMateApp traybar icon and select "Exit" from the menu that appears to close the program.
2. For the purposes of troubleshooting, unplug ALL the usb devices from your computer in case one is causing some type of installation conflict.
3. Unplug the GVMate from your computer for at least 10 seconds AND then firmly plug it into a DIFFERENT usb port on your computer WITHOUT any type of usb extender cable. As it is a different usb port, this will trigger Windows to install the low level device drivers again.
3. Patiently wait for 3 minutes for Windows to complete installing the GVMate low level hardware device drivers.
4. Go to Start/Control Panel/System/Hardware/Device Manager/Sound,video and game controllers . In the list of Windows audio devices that are displayed, you should see the audio device "PhoneJack" or "USB Audio Device" (or similar) displayed.

If the above checks out, move forward and click on the GVMateApp shortcut on your desktop to start it and then re-test. Once you have the issue resolved you can plug back in all your usb devices again.

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PIN Digit Dialing Not Working
Right mouse click on the GVJackApp traybar icon and select "Troublesooting" from the menu that appears. Test PIN dialing with the "Stop VoIP Call Beeps" feature turned on and off to see which setting works best. To test PIN digit dialing accuracy you can dial 206-203-5075 and then press numbers one by one on your phone keypad and have them read back to you to compare to the keypad digit you pressed.

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Automated Update Will Not Install
Restart your computer and then manually download and install the update from http://download.gvmate.com

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