Occasionally, you may experience what are perceived to be hardware failures. This guide will allow you to identify possible causes and solutions to hardware difficulties. The below is a general guide on handset troubleshooting.
Problem: Calls are automatically being answered.
Possible Cause: Auto Answer is enabled.
Solution: Disable Auto Answer via the settings or the device’s Auto Answer key.
Problem: The other party cannot hear my voice.
Possible Cause: The unit is muted.
Solution: Press the [MUTE/AUTO ANS] key to turn off the mute feature.
Possible Cause: If using the speakerphone, objects may be obstructing the microphone.
Solution: Do not obstruct the unit’s microphone during calls. Keep hands, common objects such as folders, cups, and coffee pots away from the unit during calls.
Sound cuts out, but I can hear myself through the speaker.
Possible Cause: Customer is too far away from the microphone.
Solution: Try speaking closer to the microphone.
Possible Cause: The environment is not suited to speakerphone calls.
– Do not use the unit within 2m (6 ft 7 in) of projectors, air conditioning devices, fans, or
other audible or electrical noise emitting devices.
– If using the unit in a room with windows, close the curtains or blinds to prevent echoes.
– Use the unit in a quiet environment.
Possible Cause: The other party is using a half-duplex speakerphone.
Solution: If the other party is using a half-duplex speakerphone, sound may cut out occasionally during calls. For the best performance, the other party should use a full-duplex speakerphone.
The display is blank.
Possible Cause: The unit is not receiving power.
Solution: The unit is not designed to function when there is a power failure. Make sure that the device supplying PoE is receiving power and that the Ethernet cable is properly connected. If an AC adaptor is connected, confirm that the AC adaptor is connected and receiving power.
The unit is not performing properly.
Possible Cause: Cables or cords are not connected properly.
Solution: Check all connections.
Possible Cause: Connection settings are incorrect.
Solution: Consult your IT administrator to confirm that the settings are correct.
Possible Cause: An error has occurred.
Solution: Restart the unit.
I cannot hear a dial tone.
Possible Cause: The receiver is not playing a tone when lifted.
- Confirm that the LAN cable is properly connected.
2. Ensure the receiver is connected to the correct handset port.
3. Try pressing the ”Speaker” button with the handset on hook.
The unit does not ring when a call is received.
Possible Cause: The ringer is turned off.
Solution: Press the [+] volume key while a call is being received, or change the ringer volume setting.
Failed to get boot parameters via DHCP.
Possible Cause: No Internet connection.
Solution: The phone does not have an IP address and therefore cannot boot. Check cabling/ confirm firewall settings are correct.
Could not contact the boot server using the existing configuration.
Possible Cause: No Internet connection / failed to register to the SIP server.
Solution: The phone cannot contact the provisioning server. Consult your IT administrator, possible causes include:
-Provisioning server problem
Error, application is not present.
Possible Cause: Failed to register to the SIP server.
Solution: The phone does not have an application stored in device settings and cannot boot because an application could not be downloaded. Check cabling / confirm firewall settings are correct.
Time and date out of sync.
Possible Cause: The Poly device has fully booted but is not registered.
Solution: The phone cannot contact the provisioning server.:
-DHCP configuration, contact Blueface Support
-Provisioning server problem, contact Blueface Support
-Device not added on the UC portal, contact Blueface Support
HDV/TGP Device stuck on “Provisioning” or “Registering”.
Possible Cause: No Internet connection / Failed to register to the SIP server.
Solution: Check cabling / confirm firewall settings are correct. Try putting the device on a different network.
Handsets Down / Inactive on UC Portal
Handsets that are down or inactive on the UC portal usually means the phones do not have power, or they do not have a properly configured internet connection.
- Blue Circle around the device: provisioned correctly – calls can reach the device.
- Pink Circle around the devices: not provisioned.
- Orange Circle around the device: pending provisioning.
- Full Pink Line: Internet is not reaching the device or the line/s is/are not enabled (check if a line is enabled to confirm the internet is not reaching the phone.
- Full Blue Line: Internet is reaching the device & the line/s is/are enabled.
- Line Partially Navy & Partially Blue: Some lines are not enabled.
- Line is Orange: DND is enabled.