Yealink SIP-T3xG IP phones Troubleshooting Tips
Contents
1. are defined in the SIP server A user name is used to identify the account while a register name and a password are used for authentication required by the SIP server Display name is the caller ID that will be displayed on the callee s phone LCD screen Some server configuration may override the local configuration Why can t I get a dial tone Check for any loose connections and that the phone has been installed properly For the installation instructions refer to the Installation Guide of Yealink SIP T3xG IP phones Check whether dial tone is present on one of the audio modes e Switch between the Handset Headset if present or Hands Free Speakerphone to check whether dial tone is present on one of the audio modes e Ifthe dial tone exists on another audio mode connect a different handset or headset to isolate the problem Why can t I receive incoming calls Do one of the following e Check that the SIP registration with your system administrator e Check that DND Do Not Disturb mode is turned off on your phone If the DND Yealink mode is activated the LCD screen displays the DND icon Press the DND soft key on the phone to deactivate the DND mode e Check that call forward feature is disabled on the phone If the call forward feature is activated the LCD screen displays the forward icon Press the TRAN key on the phone to deactivate the call forward feature e Check whether the calling numbe2. list of Voice Encryption SRTP 6 Click Confirm to accept the change Note The SRTP feature is not available on all servers Contact your system administrator for more information How to reboot the phone To reboot the phone via web user interface 1 Login the web user interface of the phone 2 Click on Phone gt Upgrade 3 Click Reboot to reboot the IP phone Note Any reboot of the phone may take a few minutes How to reset the phone Reset the phone to factory configurations after you have tried almost all troubleshooting suggestions but do not solve the problem You need to note that all customized settings will be overwritten after reset To reset the phone via phone user interface 1 Press Menu gt Advanced password admin gt Reset amp Reboot gt Reset to Factory 2 Press or to scroll to Reset to factory and then press the Enter soft key The LCD screen prompts the following message Advanced Settings 3 Set Password A warning Reset to factory settings 7 Auto Provision Cancel 3 Press the OK soft key The phone LCD screen prompts Resetting Please Waiting The phone will be reset to factory sucessfully after startup Note Reset of the phone may take a few minutes Do not power off until the IP phone starts up successfully Yealink How to upgrade firmware To upgrade firmware via web user interface 1 2 3 4 Login the web user interface of the ph
3. Yealink Yealink SIP T3xG IP Phone Troubleshooting Tips The following provides information that can assist you in troubleshooting problems with your Yealink SIP T3xG IP phone The phone can provide feedback in the form of on screen error messages status indicators and log files for troubleshooting issues You can try to troubleshoot the problem referring to the solution tips For additional information refer to the user guide of Yealink SIP T3xG IP phones or contact Yealink FAE Field Application Engineer Troubleshooting Methods How to Export System Log We may need you to provide debug log information to help analyze your problem By default you can export the debug system log information to local PC To export the system log to local PC via web user interface 1 Login the web user interface of the phone 2 Click on Phone gt Configuration 3 Select 6 from the pull down list of Log Level The default system log level is 3 4 Click Confirm to accept the change The web user interface prompts Do you want to restart your machine The configuration will take effect after reboot 5 Click OK to reboot the phone The system log level is set as 6 the debug level 6 Mark the Local radio box in the Export System Log field 7 Click Export to download and save the system log file to your local PC system You can also export the debug log information to a syslog server Refer to the following for more informati
4. aged e Check the file format of the custom photo is jpg ong or omp e Check that the contact photo is selected correctly Why can t I send a SMS to any other phone The SMS feature depends on support from a SIP server Contact your system administrator for more information How to change the user password You can change the user password via web user interface 1 Login the web user interface of the phone 2 Click on Security gt Password 3 Select user from the pull down list of User Type 4 Enter the current password in the Current Password field 5 Enter the new user password in the New Password field and Confirm Password field 6 Click Confirm to accept the change The user passwords for phone user interface and web user interface are both changed You can also contact your system administrator for help If logging in the web user interface of the phone with the user credential you need to enter the current user password in the Current Password field How to make a call using SRTP You can enable SRITP to encrypt the audio stream s of phone calls The parties participating in the call should enable SRTP You can enable SRIP on per account basis To enable SRTP via web user interface 1 Login the web user interface of the phone 2 Click on Account 3 Select the desired account from the pull down list of Account 4 Click on Advanced Yealink 5 Select the desired value from the pull down
5. ns via web user interface 1 Login the web user interface of the phone 2 Click on Phone gt Configuration 3 Click Export to save the configuration file to your local system To import the phone configurations via web user interface 1 Login the web user interface of the phone 2 Click on Phone gt Configuration 3 Click Browse to select a configuration file from your local system 4 Click Import to import the configuration file The file format of configuration file must be bin Yealink How to Export PCAP Trace We may need you to provide a PCAP trace to help analyze your problem To export a PCAP trace via web user interface 1 Login the web user interface of the phone Click on Phone gt Upgrade Click Start to start the SIP trace capture 2 3 4 Recreate the error to be documented in the trace 5 Click Stop to stop the capture 6 Click Export to save the file to your local system Troubleshooting Solutions How to obtain the MAC address of a phone when the phone is not powered on There are three ways to obtain the MAC address of a phone e You can ask your supplier for shipping information sheet which includes MAC addresses according to the corresponding PO e You can find the MAC address in the label of carton box e You can also find the MAC address from the phone s bar code at the back of the phone How do I find the basic information of the IP phone Press the OK key when
6. on Phone settings Refer to the above steps to configure the system log level Instead of step 6 mark the Server radio box in the Export System Log field enter the syslog server address Syslog server settings The following takes the 3CDaemon application as an example You can download the Note Yealink 3CDaemon application at http www oldversion com 3Com Daemon html 1 Double click the 3CDaemon exe to start the application 2 Select Syslog Server Locate the storage path from local system for syslog in Directory for field Syslog server will store the debug log information which is shown on the server as syslog log A configuration page shows as below 2x File View Help 3CDaemon Configuration General Configuration TFTP Configuration FTP Profiles Syslog Configuration Configuration Directory for D Syslog Ja tho can log to this JAnyone 7 IP Addresses Configure Syslog Server ido Syslog Server is stopped Click here to start it Log messages One file Syslog log lt View Log files 3CDaemon TFTP Client For Help press F1 After completing the above settings check the system log file saved in the preset directory D Syslog How to Export Import phone Configurations We may need you to provide your phone configurations to help analyze your problem In some instance you may need to import configurations to your phone To export the phone configuratio
7. one Click on Phone gt Upgrade Click Browse to select the firmware from your local system Click Upgrade to upgrade the firmware The browser pops up the dialog box Firmware of the SIP Phone will be updated It will take 5 minutes to complete Please don t power off Click OK to confirm firmware upgrade
8. r is stored in the blacklist directory Why doesn t the phone ring Check the ringer volume on your phone To adjust the ringer volume setting press the Volume key when the phone is idle Why doesn t the phone display time and date correctly Check if you have configured your phone to obtain the time and date from the SNTP server automatically If your phone is unable to access the SNTP server configure the time and date manually Why does the wallpaper has bad displayed Do one of the following e Check the custom image is clear e Check the file format of the custom image for the wallpaper is jog ong or omp e Check the custom image is not too large or small The phone will adjust the image with the short side to display e Check the picture resolution of the wallpaper The wallpaper resolution of T38G IP phone is 480 272 pixels The wallpaper resolution of T32G IP phone is 400 240 pixels Why does the screensaver no longer display Do one of the following e Check the screensaver does not turn off e Check the time out for screensaver does not too long e Check the custom image for the screensaver is no damaged e Check the file format of custom image for the screensaver is jpg png or omp Note Yealink Why doesn t the custom photo for the contact display Do one of the following e Check the custom photo has uploaded to the phone via web user interface e Check the custom photo is not dam
9. the IP phone is idle to check the basic information of the IP phone such as IP address and firmware version Why is the phone LCD screen blank Do one of the following e Ensure that the phone is properly plugged into a functional AC outlet e Ensure that the phone isn t plugged into a plug controlled by a switch that is off e Ifthe phone is plugged into a power strip try plugging it directly into a wall outlet instead e If that phone is powered from PoE ensure you use a PoE compliant switch or hub or contact your system administrator for more information e Check that the power LED is on to ensure the phone is powered on Yealink Why does the phone display Network Unavailable Do one of the following e Ensure that the Ethernet cable is plugged into the Internet port o the phone and the Ethernet cable is not loose e Ensure that the switch or hub in your network is operational e Contact your system administrator for more information Why does the phone display No Service The phone LCD screen prompts No Service message when there is no available SIP account on the IP phone Do one of the following e Confirm if any account is actively registered on the IP phone at the path Menu gt Status gt More gt Accounts e Check if the SIP parameters of the account have been set up correctly What is the difference between user name register name and display name Both user name and register name
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