Condition Cause/Resolution
The phone stops
working in the middle
of a call,
AND no lights are lit on
the phone and the
display is not lit.
CAUSE: Loss of power.
RESOLUTION: Check the connections between the
phone, the power supply, and the power jack. For
example, verify whether static addressing was not
used or that any changes to static addresses were
entered correctly. Follow POE guidelines to
troubleshoot POE related problems.
AND power to the phone
is normal and the phone
might have gone through
the restarting sequence.
Loss of path to the Avaya call server, expiry of DHCP
lease, or unavailable DHCP server when telephone
attempts to renegotiate DHCP lease.
RESOLUTION: As above.
The phone was
working, but does not
work now,
AND no lights are lit on
the phone and the
display is not lit.
CAUSE: Loss of power.
RESOLUTION: Check the connections between the
phone, the power supply, and the power jack. Follow
POE guidelines to troubleshoot POE related
problems.
AND power to the phone
is normal, but there is no
dial tone. The display
might show “System
Busy.”
CAUSE: Loss of communication with the call server.
RESOLUTION: Check LAN continuity from the call
server to the phone using ARP or trace-route and
from the phone to the call server by invoking a
Feature button. Verify that LAN administration has not
changed for the Gatekeeper, TN 2302AP boards, or
the LAN equipment (routers, servers, etc.) between
the switch and the phone.
Verify that telephone settings are not changed locally
using VIEW and ADDR information, as described
earlier in this guide. Verify that the telephone volume
is set high. Finally, conduct a self-test.
AND the phone was
recently moved.
CAUSE: Loss of communication with the call server.
RESOLUTION: As above, but verify whether the
phone is being routed to a different DHCP server, or
even a different call server switch. If so, the new
server or switch might need to be administered to
support the phone.
AND the network was
recently changed to
upgrade or replace
servers, re-administer the
Avaya Media Server, add
or change NAT, etc.
CAUSE: Loss of communication with the call server.
RESOLUTION: As above.
The phone works, but the audio quality is poor,
specifically:
Table continues…
Troubleshooting
March 2018 Installing and Maintaining Avaya 9608/9608G/9611G/9621G/9641G/9641GS IP
Deskphones H.323 79
Comments on this document? infodev@avaya.com
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