Basic Phone Troubleshooting for Users

Read the following if an issue with your phone occurs. Contact your network administrator if necessary. Network administrators can also use this documentation as reference.

Troubleshooting

Symptom

Problem

Corrective Procedure

Phone is off
(no screen displays and LEDs)

Phone is not receiving power
■ If using Power over Ethernet (PoE), contact your network administrator to check that the switch is powering the phone.
■ Make sure the AC/DC power adapter is attached firmly to the DC input on the rear of the phone.
■ Make sure the AC/DC power adapter is plugged into the electrical outlet.
■ Make sure the electrical outlet is functional.

Phone is not receiving incoming calls

(No flashing red LED; no Incoming Call message displayed on screen)

 

Presence status is set to Do Not Disturb

Check your presence status (see Change Your Presence Status). If it is set to Do Not Disturb, change it to Available

Calls are automatically forwarded

Check the Incoming callls > Call forwarding settings on the Calls screen (see Configure Teams Application Settings). Verify that:

■ Call forwarding is OFF or Forward to is not redirecting calls.
■ Also ring is configured as expected.
■ If unanswered is not forwarding unexpectedly.

No Internet access

If the device is not connected to the Internet, a No Internet Access message is displayed. Check the following:

■ The Ethernet LAN cable supplied by AudioCodes is properly plugged into the phone's RJ-45 port and the LAN outlet.
■ Alternatively, if the phone supports Wi-Fi, verify that it is connected to an available Wi-Fi network (see Configure Wi-Fi).
■ Verify there are no Internet issues in your area. Check with your Internet provider if needed.

Teams sign-in problem

Make sure you are signed in to the phone. If you are signed in, sign out (see Sign Out), then sign back in (see Sign In to Your device Teams Phone).

See also Migration to Android Open Source Project (AOSP).

None of the above

Reboot the phone (Device settings > Reboot). If this does not help, contact your administrator.

Phone is not ringing

Ring volume is set too low
■ Increase the volume (see Adjust Ring Volume).

Screen display is poor

Screen settings
■ Adjust the phone’s screen brightness.

Headset has no audio

Headset not connected properly

■ Make sure your headset is securely plugged into the headset port located on the side or the rear side of the phone.
■ Make sure the headset volume level is adjusted adequately (see Adjust Headset Volume).