Connectivity Issues / Phones Down

Connectivity Issues / Phones Down

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Depending on whether you are a new customer or an existing customer, the following are some troubleshooting steps that you can perform prior to reaching out for technical support.

If you are a new customer:

     1.  Check that your phone is hooked up properly, with the Internet or LAN port hooked up to your switch/router so the phone can get internet.

  • Yealink phones have a port labeled "Internet"
  • Grandstream phones have a port labeled "LAN"
  • Polycom phones have a port with a networking icon (some squares connected by some lines).

     2.  Check that the wall jack your phone is connected to actually has internet.

  • You can check this by hooking up a laptop or PC to the internet jack, and going to a few different websites.

     3.  If your old phone system is still hooked up, you may need to disconnect it before our phones will be able to boot up properly.

     4. Factory reset the phone by holding the "OK" button for about ten seconds. The phone should then "Initialize" and "Obtain an IP Address". Once the phone has factory reset, check to make sure you have a dial tone.

     5. If all else fails, give your IT guys a call, or send a ticket to support@primevox.net and we'll walk you through further diagnostic steps.

If you are an existing customer:

     1.  Check to make sure your internet is functioning. Visit at least two different websites. Examples below:

     2.  If your internet is confirmed working, double-check the cables on your phone, and ensure your phone is properly connected to the internet.

  • Yealink phones have a port labeled "Internet"
  • Grandstream phones have a port labeled "LAN"
  • Polycom phones have a port with a networking icon (some squares connected by some lines).

     3. Reboot the phone by unplugging the power cable for about ten seconds and then plug the power cable back in. The phone should then "Initialize" and "Obtain an IP Address". Once the phone has completely rebooted, check to make sure you have a dial tone.

     4.  If all else fails, give your IT guys a call, or send a ticket to support@primevox.net and we'll walk you through further diagnostic steps.

 Common error messages on the phones:

  • "No Service" - This can have several meanings:
    • If you're a new customer (never had our phones before), it can mean your phone is not yet programmed, and you need to email support@primevox.net -
    • If the phone had previously worked, it means the phone can no longer get to the internet.
      • Please check your switches and router, and try switching the phone to a different location in the office where the internet jack is known-good.
  • "Network Down" / "No LAN Cable" / "Internet Down" - This error messages mean the phone is not properly connected to your network, or that something is wrong with your network.
    • Check your switches, routers, and cabling.

 PrimeVOX IP Ranges:

  • 104.225.15.193/26
  • 104.225.102.33/27
  • 104.225.96.161/27
  • 204.109.58.145/28
  • 204.109.59.145/28
  • 104.225.17.225/27
  • 155.138.240.29/32

 

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