PROBLEM TYPE: "DEVICE / NETWORK"
CHECK THE REGISTRATION
1. Check the registration of the phone number in the Portal!
• If the registration exists, it can be assumed that:
- The terminal is working
- The IP transmission works
Continue with "Problem Type: Connection
CHECK THE REGISTRATION
2. Use the Portal menu "Log" for finding any hint about erroneous registrations from this SIP phone in the Log types:
• CallControl
• Support
a. Set reasonable "From" date/time values
b. Set the filter "Contains Regex Pattern":
- REGISTRATION
- Phone number of the SIP Phone
CHECK THE SIP PHONE
3. Investigate whether the SIP phone at the user's premises is functional:
• Check if the power cable is connected and ok?
-Replace the power cable if necessary!
• Check if the phones Ethernet patch cable is connected and ok?
- Connected and plugged into the correct socket?
> Replace the Ethernet patch if necessary!
• Check if the SIP phone works?
- Are LEDs and/or the display "alive"?
- Light the LED? Do they flash an "error code"?
- Is there an error text displayed on the display?
>If necessary, replace the SIP phone for testing!
CHECK IP CONNECTIVITY
4. Investigate whether the Intranet and Internet access works at the user's premises:
• Check if the user has Internet access e.g., from a PC next to the SIP phone. For a reliable statement, both should be connected to the same IP switch.
- If not, do the next checks.
• Check if the Intranet LAN devices e.g., access router, firewall, IP switches work?
- Are LEDs and/or the display "alive"?
- Light the LED? Do they flash an "error code"?
- Is there an error text displayed on the display?
- Check the FW configuration for unnecessary SIP ALG or helpers, blocking policies
>If necessary, replace the devices for testing!
• Check if the Internet access device works?
- Internet connection device (DSL, cable modem, FTTH, etc.)
- If not, contact the support of the Internet provider, the equipment supplier, etc