General Hardware Troubleshooting

General Hardware Troubleshooting Guide:

This is a general hardware troubleshooting guide for issues with devices. If a large group of phones is affected, it may mean a network issue is occurring; If only one phone is affected, check the phone’s connection.

The basics:

Unplug power to the router and any switches. Wait 30 seconds. Plug the cord back in.
Check for firmware updates for your router and hardware devices on the network.
Ensure VoIP Networking Guidelines are set up properly.

Is the phone booting up? No:

Try a different power cord or power over ethernet cord.
Try an alternate source of power - such as a different outlet, preferably one you know works.
Try a different port on the switch or router. It may be good to plug the phone directly into the router, if possible, for troubleshooting purposes. *Avoid using splitters.
If you have an additional phone that is working properly, replace the non-working device with a known working device to attempt to isolate the problem.
Ensure your firewall is allowing Nextiva traffic. Click here for more information.

Other issues:

Check your internet connection and current bandwidth speeds. Click here and run the test when the network is busy.
If you are having audio issues, try taking calls with and without your headset and handset to attempt to isolate the problem.
Ensure the phone isn’t set to Do Not Disturb, Call Forwarding Always, or low volume.

If you can make calls, but inbound calls go to voicemail, ensure call forwarding rules are off and try a new phone number to test. For more help, please click here.

General Hardware Troubleshooting Guide:

The basics:

Unplug power to the router and any switches. Wait 30 seconds. Plug the cord back in.
Check for firmware updates for your router and hardware devices on the network.
Ensure VoIP Networking Guidelines are set up properly.

Is the phone booting up? No:

Try a different power cord or power over ethernet cord.
Try an alternate source of power - such as a different outlet, preferably one you know works.
Try a different port on the switch or router. It may be good to plug the phone directly into the router, if possible, for troubleshooting purposes. *Avoid using splitters.
If you have an additional phone that is working properly, replace the non-working device with a known working device to attempt to isolate the problem.
Ensure your firewall is allowing Nextiva traffic. Click here for more information.

Other issues:

Check your internet connection and current bandwidth speeds. Click here and run the test when the network is busy.
If you are having audio issues, try taking calls with and without your headset and handset to attempt to isolate the problem.
Ensure the phone isn’t set to Do Not Disturb, Call Forwarding Always, or low volume.

If you can make calls, but inbound calls go to voicemail, ensure call forwarding rules are off and try a new phone number to test. For more help, please click here.