How do I fix my desk phone?
If you are having trouble with your desk phone, use these steps to identify the problem, perform initial troubleshooting steps, and confirm your phone is correctly set up before contacting Customer Support.
These steps are specific to a desk phone. If you are looking for help with your mobile app,
click here.
Tip: Having trouble with your desk phone? Download the GoTo app to stay connected with your customers while you troubleshoot.
1. Narrow down the issue.
Go through the following checklist:
- Are you unable to receive calls? If so, see Inbound Call Issues.
- Are you unable to place calls? If so, see Outbound Call Issues.
- Are you having poor call quality or one-way audio? If so, see Call Quality Issues.
- Are you getting a registration or network error? If so, see Network is Down Error Messages or Phone Registration Errors.
- Are you having issues with Caller ID? If so, see Caller ID Isn't Working.
What to do next: If you are not experiencing any of these issues, continue to step 2 to continue troubleshooting.
2. Verify the phone is plugged in correctly.
3. Power cycle the phone.
4. Verify the phone has an IP address.
- Locate the phone's IP address:
Phone IP Address Location Aastra Cisco/Linksys SPA Grandstream Grandstream 3240/3275 Panasonic Polycom Polycom VVX Snom VTech Yealink - If the phone has an invalid IP address (e.g., 0.0.0.0), troubleshoot your network connection.
6. Verify the phone has an assigned extension.
- Sign in to GoTo Admin.
- From Devices, choose the phone that's not working.
- From , verify the extension assigned to the phone is correct.
- If you change the assigned extension:
- Select Save.
- Test the phone to see if your issue is resolved.
7. Verify the MAC address is correct.
- Sign in to GoTo Admin.
- From Devices, choose the phone that's not working.
- From , verify the 12 digit MAC Address matches the one listed on the phone (typically found on the back).
- If the MAC address is incorrect, delete and re-add the device with the correct MAC address. Verify any previously associated resources are re-associated to the newly added device.
8. Verify the phone can request its configuration file.
- Sign in to GoTo Admin.
- From Devices, choose the phone that's not working.
- From , verify Allow the phone to retrieve its configuration is enabled.
- If you enabled Allow the phone to retrieve its configuration:
- Select Save.
- Test the phone to see if your issue is resolved.
What to do next: If the phone is still not working, please contact Customer Support.