06/27/17 23:42 PM  

Basic Troubleshooting for your IP phones

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SummaryWhat are the basic troubleshooting procedures for phone issues?
Details
This article provides you steps on troubleshooting common issues on your IP Phones and steps to resolve issues specific to your phone model. Follow the steps below to resolve the issues indicated.

The most common issues you might encounter with your IP Phones include the inability to place or receive calls, poor audio and call quality issues, and having the wrong date and time setting on your desk phone.


This article provides a basic troubleshooting guide for your IP phones and discusses the following solutions. Go through the General Troubleshooting Checklist as a first approach. Check the other topics below to resolve specific issues.

IMPORTANT: Check the RingCentral Service Status to make sure that you are not affected by any outages before troubleshooting your IP Phone.  For more information go to RingCentral Service Status Overview.

NOTE: Check the RingCentral Network Requirements and Recommendations for information on network requirements and recommendations to ensure that the RingCentral Unified Communications services operate properly on your end. 

General Troubleshooting Checklist

Shows the basic things to check — the phone's power and physical connection, internet connection, and phone provisioning.

Polycom phones

Cisco phones


Yealink Phones

For registration issues with Yealink phones, check Yealink W52P Handset Registration (Pairing).

General Troubleshooting Checklist

Go through the steps below to ensure the optimum connectivity of your RingCentral phone system. You may skip the remaining steps when you resolve the issue.
 

Step 1:

Check if there is power on your phone.
 
SCENARIOSOLUTION
No display or lightsPlug the power adapter (if being used) to a different outlet.
Phone uses Power Over Ethernet (PoE)Move the cable to a different jack.
Other devices have power and the phone has no power when connected to a power outletReplace the phone
Other devices have no powerCheck for an electrical problem.
Check for possible problem with PoE from the switch or from the router

NOTE: You may need to use a Max PoE router if several POE devices are connected to the router. This router is capable of delivering 15.4 watts per device (maximum power) on all ports.


Step 2:

Check your internet connection.

Make sure all other devices are connected to the internet. Otherwise, contact your Internet Service Provider (ISP).

Step 3:

Ping RingCentral's Registration server.

NOTE: Make sure your phone has an IP address before following the steps below.

Step 1:

Open the command window:

• On a Windows machine, can click Start, and search for CMD.
• On a Mac, go to the Hard Drive > Applications > Utilities and select Terminal.

Step 2:

Type ping sip.ringcentral.com

Step 3:

Press Enter (Windows) or Return (Mac).

Step 4:

Refer to the table below for the recommendations based on your ping test result.
 
RESULTRECOMMENDATION
Cannot ping sip.ringcentral.comPing the IP address instead: 199.255.120.146
Can ping the IP address but not the URLYour ISP's DNS server is down.
Contact your ISP.
Cannot ping the IP address and the URLThere is a routing problem within your network.
Contact your IT Support.

 

Step 4:

Check the cables. Make sure they fit the ports properly. If the issue persists, use another cable to further isolate the issue.

Step 5:

Power cycle the devices.

Unplug the phones, routers, and modems from the power source for 1 minute. Plug them back one by one, starting from the device closest to the wall (modem > router > phones).

Step 6:

If your phone is still offline, bypass the switch by connecting your phone directly to the modem. If your phone goes online this way, then the problem is with the switch. Contact your IT support.
 
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Step 7:

Make sure that the IP phone is provisioned. 

Check the list of tested phones with RingCentral for the phone provisioning links.

Step 8:

Configure your router settings.

Enable Port Triggering on your router. Inbound and Outbound should also be set to OPEN. To learn how to enable this feature, see your router documentation or contact the router manufacturer for support. 

Step 9:

Make a test call to see if your problem has been resolved. If the issue persists, contact RingCentral Support.

[Back to Topics]
 

Troubleshooting Phone Registration Errors: URL Call Disabled

Scenario:
URL Call Disabled is displayed on your phone when you make a call.

Cause:
A Softswitch or Software Switch is an application or program that is used to bridge a traditional PSTN and VoIP by linking PSTN to IP networks and managing traffic that contains a mixture of voice, fax, data and video. When your internet connection goes down, the phone will re-register automatically. If this is unsuccessful, URL Call Disabled gets displayed on your phone when you make a call.

This happens when there is a network issue. Here are the common causes of network issues:

1. General Internet Connectivity

VoIP connection depends on an active and stable internet connection. If the connection is unstable, or down completely, the desk phone won’t be able to communicate with the RingCentral servers. 

2. DNS Resolution Issue

Internet routers need to resolve the server name to an IP address. If the DNS server set on your network is unable to resolve the name correctly, then the desk phone won’t be able to communicate with the RingCentral servers.

3. NAT Issue 

Ensure that the correct ports for the RingCentral service are open in your network.

To resolve the URL Call Disabled error, follow the steps on the General Troubleshooting Checklist.

[Back to Topics]


Troubleshooting Phone Connectivity Issues: Network Link is Down (Polycom)

Scenario:
Network Link is Down

Cause:
Polycom phones do not have a LED indicating network LINK status, unlike other networking devices. Therefore, link failures are indicated with the message Network Link is Down. The message is shown on the screen and will continue to persist until the phone detects an IP address from the network where it is connected.  The menu works, however, call related functions and the soft keys and line keys are disabled when there is a network problem.

Solutions:
This issue can be fixed by restarting your network devices and checking the phone's physical connections. Follow the steps below only when your network is working for other connections, except for your Polycom desk phone.

Restart your Network devices 

Unplug the power cable from your network devices (modem, router, switch, and phone), and then plug the power back in the proper order, starting from the device closest to the wall (modem > router > switch > phone).

Check the Physical Connections

Physical connections include power cable and Ethernet connectivity. Ensure that the cables are snugly fit into the correct ports on the Polycom Phone and on the router. Also, check if the wires are not broken on both ends. 

NOTE: Port location may vary among different phone models.

• On the Router / modem / switch, the Ethernet cable should be connected to the Ethernet ports.
• On the Polycom phone, the Ethernet cable should be connected to the LAN port.

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[Back to Topics]

Correcting the Date/Time on Polycom phones

IMPORTANT: Make sure your Network/Firewall allows inbound and outbound connections to UDP port 123.

Select your Polycom phone:

Soundpoint IP phone
Polycom VVX phone

Correcting the Date/Time on Soundpoint IP phones

Step 1:

Press Menu.

Step 2:

Press Settings.

Step 3: 

Press Advanced.

Step 4:

Select Admin Settings then enter the phone's admin password.

NOTE: The default password is 456 or just leave it blank.

Step 5:

Select Network Configuration.

Step 6:

Highlight SNTP Address: then press Select.

Step 7:

Press the number key "#" then enter RingCentral's SNTP Address.

NOTE: Press the star (*) button to enter period (.)
 
URLIP Address
ntp1.ringcentral.com199.255.122.221
ntp2.ringcentral.com199.68.212.202


Step 8:

Select OK.

Step 9:

Select the Back softkey or the Left Arrow Key button until you see the Save Config? prompt, then select Yes.

Correcting the Date/Time on Polycom VVX phones

Step 1:

Press Home (button).

Step 2:

Press Settings.

Step 3:

Press Status.

Step 4:

Press  Network.

Step 5:

Press TCP-IP Parameters.

Step 6:

Scroll down and look for SNTP Address.

Ensure the address is set to any of the following:
 
URLIP Address
ntp1.ringcentral.com199.255.122.221
ntp2.ringcentral.com199.68.212.202
If not, press the number key "#" then enter RingCentral's SNTP Address.

NOTE: Press the star (*) button to enter period (.)

Step 7:

Select OK.

Step 7:

Select the Back softkey or the Left Arrow Key button until you see the Save Config? prompt, then select Yes.
 

Troubleshooting Phone Connectivity Issues: Initializing Network (Cisco)

Scenario:

Initializing Network error


Cause:

If your Cisco phone displays Initializing Network, it means it is attempting to acquire an IP address from either your switch or modem. If this message appears on the display persistently, then it indicates your phone is unable to get an IP address from your network. This problem can be resolved by restarting devices connected to your network, and by checking your phone's physical connections. 


Solutions:

This issue can be fixed by restarting your network devices and checking the phone's physical connections. Follow the steps below only when your network is working for other connections, except for your Cisco desk phone.

Restart your Network devices 

Unplug the power cable from your network devices (modem, router, switch, and phone), and then plug the power back in the proper order, starting from the device closest to the wall (modem > router > switch > phone).

Check the Physical Connections

Physical connections include power cable and Ethernet connectivity. Ensure that the cables are snugly fit into the correct ports on the Cisco Phone and on the router. Also, check if the wires are not broken on both ends. 

 

• On the Router / modem / switch, the Ethernet cable should be connected to the Ethernet ports.
• On the Cisco phone, the Ethernet cable should be connected to the SW port.
 
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For issues that are not addressed or if you continue to encounter issues mentioned in the article, you may Contact Support for assistance.


See Also:

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