HELP FILE

How do I fix my desk phone?

    If you are having trouble with your desk phone that is unrelated to making or receiving calls, registration or network errors, caller ID, or call quality issues specifically, use these steps to perform initial troubleshooting and confirm your phone is correctly set up before contacting Customer Support.

    Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new admin experience. The article below is meant for admins who use https://my.jive.com/pbx to administer their account. If you're an admin who uses https://admin.goto.com, please refer to: How do I fix my desk phone?
    About this task: These steps are specific to a desk phone. If you are looking for help with your mobile app, click here.

    1. Narrow down the issue.

    Go through the following checklist:
    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.

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    1. Verify the network cable from your internet source is plugged into the LAN port on the phone (possibly labeled as SW, NET, or Internet).
    2. If daisy-chaining a computer to the phone, verify a network cable is plugged into the PC port on the phone and the other end is plugged into the computer. The phone should supply the connection to the computer (internet source > phone > computer).

    3. If the phone is using PoE, verify the internet source port is configured for PoE.
    4. If the phone is not using PoE, verify the power adapter is plugged in.
    5. If you corrected any of the cables:
      1. Power cycle the phone.
      2. Test the phone to see if your issue is resolved.

    3. Power cycle the phone.

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    1. Unplug the power supply and internet source (ethernet cord) from the phone.

      Note: If the phone is using PoE, you will only see a single ethernet cord plugged into the LAN, SW, NET, or Internet port.

    2. Confirm the phone’s display is blank to verify the power supply is fully disconnected.
    3. Wait at least 30 seconds.
    4. Plug the power supply and internet source (ethernet cord) back into the phone.
    5. Test the phone to see if your issue is resolved.

    4. Verify the phone has an IP address.

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    1. Locate the phone's IP address:
      Phone IP Address Location
      Aastra Options > Admin Menu > Enter device admin password > Network Settings > IP Address
      Cisco/Linksys SPA Settings > Status > Network Status > IP
      Grandstream Menu > Status > Network Status > IPv4
      Grandstream 3240/3275 Menu > Settings > About Phone > IP Address
      Panasonic Information > Display > IP
      Polycom Menu > Status > Network > TCP/Parameters > IP
      Polycom VVX Home > Settings > Status > Network > TCP/IP Parameters
      Snom Menu > Information > System Info > IP
      VTech Menu > Information > Network > IP
      Yealink Menu > Status > IP
    2. If the phone has an invalid IP address (e.g., 0.0.0.0), troubleshoot your network connection.

    5. Verify the phone has an assigned user.

    Before you begin: You must have admin or super admin permissions.
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    1. Sign in at https://my.jive.com/pbx.
    2. Select Devices in the left sidebar and then select the phone that's not working.
    3. From Settings > General Settings, verify the Assigned User is correct.
    4. If you change the assigned user:
      1. Select Save.
      2. Power cycle the phone to apply the changes.
      3. Test the phone to see if your issue is resolved.

    6. Verify the phone has an assigned line.

    Before you begin: You must have admin or super admin permissions.
    About this task: Watch Video Icon
    1. Sign in at https://my.jive.com/pbx.
    2. Select Devices in the left sidebar and then select the phone that's not working.
    3. From Button Configuration, verify the line assigned to the phone is correct.
    4. If you change the assigned line:
      1. Select Save.
      2. Power cycle the phone to apply the changes.
      3. Test the phone to see if your issue is resolved.

    7. Verify the MAC address is correct.

    Before you begin: You must have admin or super admin permissions.
    About this task: Watch Video Icon
    1. Sign in at https://my.jive.com/pbx.
    2. Select Devices in the left sidebar and then select the phone that's not working.
    3. From Hardware > Device, verify the 12 digit MAC Address matches the one listed on the phone (typically found on the back).
    4. If the MAC address is incorrect:
      1. Select the Hardware drop-down and then choose Add new hardware.
      2. Enter the correct 12 digit MAC Address.
      3. Select OK > Save.
      4. Power cycle the phone to apply the changes.
      5. Test the phone to see if your issue is resolved.

    8. Verify the phone can request its configuration file.

    Before you begin: You must have admin or super admin permissions.
    About this task: Watch Video Icon
    1. Sign in at https://my.jive.com/pbx.
    2. Select Devices in the left navigation menu and then select the phone that's not working.
    3. From Hardware > Device, verify Allow the phone to retrieve its configuration is enabled.
    4. If you enabled Allow the phone to retrieve its configuration:
      1. Select Save.
      2. Power cycle the phone to apply the changes.
      3. 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.