Articles on: Troubleshooting

DUO has "red" light, doesn't work

What does a "red" light mean?

A "red" light on your DUO means your DUO got disconnected from our system. The DUO will not receive incoming calls or make outgoing calls. The disconnection is usually caused by the settings on your router/modem.

Solution 1: Reboot your DUO

"Reset" your DUO by dialing 61 from your handset connected to the DUO
Dial 61 from your handset connected to the DUO, and wait for the DUO to reboot. You will see DUO lights blink red while it reboots for about 2 minutes then to solid green.
* OR
* "power cycle" the DUO by unplugging the power and plugging it back into the outlet.
* This will cause the DUO to reconnect to the NT Connect system and sometimes the DUO will be automatically updated and reconfigured.
* This reset/power cycle may fix the issue.

Solution 2: Reboot your router/modem

"Reset" or "power cycle" the router/modem by unplugging the power and plugging it back into the outlet.
* This will cause the router/modem to reconnect to your Internet Service Provider (ISP) and sometimes the router/modem will be automatically updated and reconfigured. This might fix the issue.

Solution 3: Prevent your router/modem from blocking your DUO

Step 1: Find your DUO's IP Address
Please dial 41 from your phone connected to the DUO, to get the DUO IP address.
Step 2: Find your router/modem's IP Address
* On the label:
Sometimes, the IP Address of your router/modem can be found on a label on the device itself. Check underneath it. Sometimes you can also find the username and password to log in.
* If you can't find it on the label on the router/modem then you will have to use a computer that is connected to it.
* On your computer:
Open the "Command Prompt" and type "ipconfig" and then press the "Enter" key. Look for the value of "Default Gateway". That is the IP Address of your router/modem. It typically follows this format:

* Step 3: Login to your router/modem
* Open a web browser on your computer and enter the IP Address of your router/modem. URL Address:
* If you have a username and password, then login. If not, leave it blank and try to login. Sometimes you won't have to login.
Step 4: Add the DUO's IP Address to the router/modem's DMZ
* Once you have accessed the configuration settings of your router/modem you need to look for a section labeled "Firewall", "Applications", "Gaming", "Port Forwarding" or "DMZ".
* Browse through the settings until you find a form that will allow you to add your DUO's IP address to the router/modem's DMZ. When you add the DUO to the DMZ, the router will not block any incoming or outgoing traffic on the DUO. The traffic will be allowed to pass through the firewall.
* Use these settings when asked:
Internal & External Port 5085 UDP
* Here is an article that may help:
NOTE: This website will help you forward the correct ports on your specific router. There are a couple of things that do change but the overall method remains the same.
* Save your settings and reconnect the DUO. This should fix the issue.

Solution 4: Ask for a TALK Expert to troubleshoot your issue

Open a chat and request help for this issue. Some customer support representatives can access your computer remotely to move your DUO to your router/modem's DMZ.

Solution 5: Request an exchange, you may have a defective DUO device

If none of these solutions fix the "red" light disconnection error, then you might have a defective DUO device. Open a chat to request an exchange if your device is within the warranty period.

Updated on: 01/05/2024

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