HELP FILE

How do I fix network error messages?

    If you are having trouble with network error messages on a single phone, use these steps to perform initial troubleshooting before contacting Customer Support. If all of your phones are down, contact your IT professional or Internet Service Provider (ISP) immediately.

    Before you begin: These steps are advanced and are typically completed by a system admin.
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    1. 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 corrrected any of the cables:
      1. Power cycle the phone.
      2. Test the phone to see if your issue is resolved.

    2. Test the network cable.

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    1. Swap the network cables for the non-working phone and a working phone.
    2. Test both phones.
      Option Description
      If the non-working phone works with the network cable from the working phone...
      1. Replace the network cable on the non-working phone.
      2. Test the phone to see if your issue is resolved.
      If the working phone works with the network cable from the non-working phone... Continue to step 3, test the internet port.

    3. Test the internet port.

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    1. Plug the non-working phone into a working phone's internet port.
    2. Plug a working phone into the non-working phone's internet port.
    3. Test both phones.
      Option Description
      If the non-working phone works with the working phone's internet port... Troubleshoot the non-working phone's internet port with your IT Professional or ISP.
      If the working phone works with the non-working phone's internet port... Continue to step 4, try a different network.

    4. Try a different network.

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    1. Plug the non-working phone into another network outside of the office (e.g., your home network).
    2. Test the phone.
      Option Description
      If the non-working phone works on a different network... Troubleshoot your office network with your IT Professional or ISP.
      If the non-working phone does not work on a different network... Contact Customer Support.
    What to do next: If you still have network issues, please contact Customer Support.
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