Technical Support
Sprint VRS Technical Support is our elite team of expertly trained problem solvers. We are dedicated to being knowledgeable on most of the videophone products and services, providing a valuable service in a way that is only available at The Sprint VRS Team.
We address issues ranging from why a customer's 800 Number is not functioning normally to helping an IT person set up video phone equipment behind a company firewall. We strive to get things solved quickly and efficiently, as well as helping to maintain customer relationships with our positive attitudes and patience.
Not only do we provide troubleshooting, we are also able to meet your unique communication needs. Most of our Technical Support team members use American Sign Language (ASL) and are able to interact with customers ranging from home users to IT professionals.
What kind of computer do I need?
The minimum PC computer requirements are:
- 500 MHz Pentium III/AMD Athlon and up
- 128 MB RAM and up
- Microsoft® Windows® 98 and up
Can I use Sprint VRS Macintosh (MAC) Computer?
Yes, go to download software page to register for a 10-digit number and free software download for the Macintosh computer.
Internet Requirements
What kind of internet connections do I need?
- DSL – In your local telephone company area
- Cable – in your local TV cable company that offers high speed internet (i.e., broadband)
- Company’s High Speed Internet (I.e., T1)
Which operating system do I need on my computer?
Windows 98, 2000, XP and Vista are compatible with Sprint VRS. Be sure to download the compatible driver. Contact Customer Care for driver information.
Requirements to use Sprint Video 4G Software:
- High-speed internet is required to use the Sprint Video 4G software (i.e. cable, DSL, T-1).
- Desktop, laptop, or netbook computer with webcam or built-in cam. PC: Windows® 2000/XP/2003/Vista/Windows 7 (including 64 bit versions).
- DirectX 9.0c or higher P4 @ 2.0 Ghz (audio/high-res video calls).
- 1GB Ram (2GB recommended on Vista). 30Mb hard-disk space.
- Macintosh®: Mac OS X 10.5 Leopard or higher. 1GB Ram (2GB recommended), 30Mb hard-disk space.
What is DSL?
Digital Subscriber Lines (DSL) is offered by phone companies. The jack must be located close enough to the phone company’s central office for the system to work. You pay for the amount of speed you want. Video conferencing on DSL works only through the Internet and not with point-to-point dialing. Ask for 256 kbps or high upload and download minimum on DSL when calling the phone company.
What is cable modem or broadband?
Cable modems: usually offered by cable TV companies. It can provide up to 10-20 mbps data transmission downstream and 300 kbps in upstream. But, it all depends on network congestion. When you have a cable modem, a node is given to a certain area in the neighborhood. The speed varies depending on how large an area the "node" covers. When everyone who is sharing the same "node" is on the Internet at the same time, the "node" becomes congested, which will slow down the state rates (upstream and downstream). Cable can also be installed in more places than DSL. Cable is currently available only on the Internet, not the switched telephone network.
What is my public IP Address?
It is similar to a telephone number; every number correlates to one specific phone. A public IP address correlates to one specific computer. This is needed for Internet communicating.
What is my private IP Address?
Just like a public IP address, all computers inside private networks have different IP addresses, but they are not accessible to the public. There are reserved IP addresses for private uses:
What kind of video camera is recommended?
Web camera with computer:
You will need a video camera installed in your computer. After you have purchased your video camera, follow the video camera’s instructions in the manual. To buy a good quality video camera, you could go to retail stores such as Best Buy, CompUSA or any computer store. Make sure that when you buy a web camera with a CCD sensor, it is within the technical specifications listed on the box. You want to avoid CMOS sensors, since this type may slow down your video conference capabilities especially at night times.
- Logitech Quickcam for Notebook Pro
- Logitech Quickcam Pro 4000 or 5000
- Microsoft LifeCam Cinema
Videophone equipment with TV:
What are the technical requirements for using Videophone?
- TV or a TV monitor
- Videophone
- High speed internet access to your videophone.
- Public IP address.
Keep in mind that video camera versions have a tendency to be either outdated or updated as the technology continues to grow and change for the better. Sprint VRS is making these recommendations based on current technology and experience from our research and development team.
What is Firewall?
A firewall is a system in the network that prevents unauthorized access to private information data by the outside computer users. This usually occurs in most business and schools.
Can I connect to Sprint VRS if my company has a firewall?
Yes. When you use Sprint VRS to call other users over the Internet, several IP ports are required to establish the outbound connection. The following table shows the ports, their functions, and the resulting connection.
| Port | Function | Outbound Connection |
| 389 | Internet Locator Service (ILS) | TCP |
| 522 | User Location Service | TCP |
| 1503 | T.120 | TCP |
| 1720 | H.323 | TCP |
| 1731 | Audio call control | TCP |
| Dynamic | H.323 call control | TCP |
| Dynamic | H.323 streaming | Real-Time Transfer Protocol (RTP) over UDP |
Will Sprint VRS work with my home firewall unit?
If you are able to see yourself in the self-view box, but cannot see the Video Interpreter, perhaps you are behind a firewall that prevents you from receiving video images. If this happens, contact us through videophone at help.sprintvrs.tv or email: sprintvrshelp@sprintvrs.com for customer service.
Can I use VRS with a home router?
By default, it will work most of the time for making video calls, not receiving. Please contact Sprint VRS Customer Service for help with your home router. If video is not working when the Sprint VRS Customer Service, that is okay. You can still communicate by using web text chat.
Why is my camera frame rate inconsistent with a cable modem?
In cable modem set-up, a "node" is given to the immediate neighborhood by the Internet Service Provider 9ISP). During peak home usage time, typically during evening time on the weekdays, after most arrived home from work, go on line to check their e-mail, etc. The internet traffic becomes high and the node becomes bottlenecked, causing internet transmission speed to suffer for everyone who is on the mode. In other word, "rush hour".
Why do I have non-acceptable camera frame rate using DSL in an office building?
When multiple users share a single DSL line, the high-memory demands of video traffic is not met. Contact the appropriate authorities, sure as the Information Technology (IT) Department in your company/organization/building or the ISP to explore the possibility of getting a dedicated DSL line, or get a DSL line shared with only a few non-video users.
What are the minimum computer requirements in order to use Sprint Video 4G software?
- Pentium III - 800 Mhz or higher
- 8MB video card (16 MB video card is recommended)
- 16K color (minimum)
- 256 MB RAM
- 20 MB free disk space
- USB based web cam
- Cable, DSL, or other broadband Internet connection
How do I download Sprint Video 4G?
You can download the Free Sprint Video 4G software at Download Software.
If you would like to use Sprint Video 4G, you will be guided through steps to download the software, and assigned a 10-digit Call Now number. Once the download is completed, click on the icon from your desktop to connect with Sprint VRS.
What are the functions of the buttons in Sprint Video 4G?
Clicking this will start the process of your call. Enter the phone number and click the Call Button to begin.
Clicking this will end the your call.- White Box (Point to Point) – This will enable you to contact people directly. Type in an IP address or a domain name such as name.no-ip.org
- My Contacts – Clicking this will bring up your phone book where you can dial directly.
This will provide Call History.
This will close the Sprint Video 4G program.
This allows you to configure your settings.
How come sometimes my picture quality is great and some time it is not?
You may need to adjust your speed settings. Go to Sprint Video 4G and locate this 
icon to "change settings". Click "change settings". Select your speed that best matches your internet speed connection. Click "apply settings" to save. If you are not sure, you may want to experiment with different settings.
What is Video to Video (Point to Point)?
This will enable you to contact people directly. Type in a 10-digit number, an IP address or a domain name such as name.no-ip.org in the white box; click Call to connect with another video user. There will not be any interpreter involved with this feature.
How do I receive voice calls with Sprint VRS?
Complete registration for your profile through www.sprintvrs.com and register for a 10-digit number. Upon receiving your 10-digit number, download Sprint Video 4G software and login using your 10-digit number and profile password to begin receiving VRS calls through Sprint Video 4G.
What happens when a hearing person calls and I am not available?
If the hearing person has called using your Call Now (10-digit local) number, the video interpreter will ask the hearing person if they wish to leave a message. If the hearing person decides to leave a message, an email will be sent to you notifying you of your Sprint VRS mail. The Sprint VRS mail can be opened on a Flash enabled computer or through a Blackberry or Windows Mobile device.
To get Flash click here: http://www.adobe.com/products/flashplayer
Note: Make sure you have entered a valid email address in your Sprint VRS Account Profile at www.sprintvrs.com to receive the VRS mail.