Troubleshooting guidelines
78 SIP Deskphones Release 6.4 Installation and Maintenance Guide
Operational errors and status messages
Table 4 identifies some of the possible operational problems that might be encountered after
successful 9601, 9608, 9608G, 9611G, 9621G, or 9641G IP deskphone installation. The user
guide for a specific deskphone model also contains troubleshooting for users having problems
with specific deskphone applications. Most of the problems reported by 9601, 9608, 9608G,
9611G, 9621G, or 9641G IP deskphone users are not likely to be problems with the deskphone
itself. Problems are more likely LAN-based, where Quality of Service, server administration, and
other issues can impact end-user perception of deskphone performance.
Table 4: Operational error conditions for 9601, 9608, 9608G, 9611G, 9621G, or 9641G IP
deskphones
Condition Cause/Resolution
During Craft procedure access, display
freezes at prompt “Press * to program”
CAUSE: Craft access has failed; deskphone
cannot operate.
RESOLUTION: Unplug the deskphone, then
plug it in again to reset.
After Login, the progress bar shows just a
few completed bars and stops moving.
CAUSE: Login has failed.
RESOLUTION: Check that the LAN and File
servers are operating correctly. Re-attempt
login.
The deskphone continually reboots, or
reboots continuously about every 15
minutes.
CAUSE: The deskphone cannot find the call
server.
RESOLUTION: Ensure that
SIP_CONTROLLER_LIST is administered
either manually or through DHCP or HTTP, as
appropriate.
The message light on the deskphone turns
on and off intermittently, but the deskphone
never registers.
CAUSE: This is a hardware fault.
RESOLUTION: The deskphone must be
returned to Avaya for repair.
The deskphone
stops working in
the middle of a call,
AND no lights are lit
on the deskphone and
the display is not lit.
CAUSE: Loss of power.
RESOLUTION: Check the connections between
the deskphone, the power supply, and the
power jack.
AND power to the
deskphone is fine
(and the deskphone
might have gone
through the restarting
sequence).
CAUSE: Loss of path to the call server or the
other party’s deskphone, DHCP Lease expired,
or DHCP server not available when deskphone
attempts to renegotiate DHCP lease.
RESOLUTION: As above.
1 of 6
To Next Page
Loading...
