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Trouble Shooting
When the device is not working properly, users can try the following methods to restore the device to
normal operation or collect relevant information for diagnostics.
Get device system information
Users can obtain information through the [System] >> [Information] option on the device webpage.
The following device information will be provided: model, software and hardware version, Internet
Information, etc.
Reboot device
User can restart the device through the webpage, click [System] >> [Reboot Phone] and click
[Reboot] button, or directly unplug the power to restart the device.
Device factory reset
Restoring the factory settings will delete all configurations, database and configuration files on the
device and the device will be restored to factory default state.
To restore the factory settings, go to [System] >> [Configuration] >> [Reset Phone] page, and click
[Reset] button, the device will return to the factory default state.
Network Packets Capture
In order to obtain the data packet of the device, the user needs to log in to the webpage of the device,
open the webpage [System] >> [Tools], and click the [Start] option in the "Network Packets Capture".
A message will pop up asking the user to save the captured file. At this time, the user can perform
related operations, such as starting/deactivating the line or making a call, and clicking the [Stop]
button on the webpage after completion.
Network packets during the device are saved in a file. Users can analyze the packet or send it to
Technical Support.
Get device log
Log information is helpful when encountering abnormal problems. In order to obtain the log
information of the device, the user can log on to the device web page, open the web page [device
log], click the "start" button, follow the steps of the problem until the problem appears, and then click
the "end" button, "save" to the local for analysis or send the log to the technician to locate the
problem.
Common Trouble Cases
Device will not
boot up
1.
The device is powered by external power supply via power adapter or PoE
switch. Use standard power adapter or a PoE switch
specifications and check that device is well connected to power source.
2.
If the device enters "POST mode" (the SIP/NET and function button indicators
are always on), the device is in a failed state. Contact technical support to
help restore device function.
register to a
service provider
Check if the device is connected to the network.
2.
If the network connection is good, check your line configuration again. If all
configurations are correct, contact tech support, or follow the instructions in
"Network Data Capture" to obtain a registered network packet capture to help
analyze the issue.
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