Troubleshooting a Remote User

Are you a Remote User? Is your phone displaying any messages below? (Found in the top right of the phone’s screen):

• “Time/date out of sync”
• “URL call is disabled”
• “Waiting for network to initialize…”
• “Could not get IP via DHCP”
• “Failed to get boot parameters via DHCP”
  

Confirm phone is provisioned properly

First, verify that the phone has all of the provisioning info entered correctly.

• For Polycom phones, see Provision a Polycom VVX series
• For Yealink phones, see Provision a Yealink phone
  

Basic network connectivity troubleshooting steps

1. Confirm that the Ethernet cable is securely plugged into the LAN port (include a photo with symbol) of the phone and the other end is securely connected to the wall port, switch port or router port.
2. Confirm that the phone has power either through a power supply or through Power over Ethernet (PoE) via a connected PoE enabled device.
3. Reboot your Router. Confirm that your router is fully rebooted before continuing to the next step.
4. Reboot the phone by pressing the Home (photo of symbol) or Menu (photo of symbol) button, going to the option settings and selecting it, then the same for Basic and within this menu is an option to Restart Phone

Collect your phone’s networking information

After completing the above steps, please collect the following info before calling Verve Technical Support:

• Press the Home or Menu Button, go to status, select Network, then TCP/IP Parameters. Write down the following information:
  • IP Address
  • DHCP: Enabled or Disabled
  • Subnet Mask
  • IP Gateway
  • DNS Server
  • DNS Alt. Server.
• Additionally, write down your phone’s MAC Address, the 12-digit number on the back of the phone near the barcode.

If the above items are blank in the phone’s settings, that usually indicates the phone is not connecting to your network or the internet. This is often caused by your Router not providing DHCP to the phone.

Recommended network settings

If the settings in the above section are missing or blank, we recommend logging into your Home Router and making sure the below settings are in place:

• Open the following ports:
  • TCP and UDP port 5060
  • UDP ports 16384 through 32767
• Enable Persistent NAT if available or Increase UDP timeout to 60 seconds or higher
• Increase SIP Signaling Timeout, if available, to 3600
• Ensure SIP ALG is disabled
  

If your Router has recently lost power or received a firmware update, check these settings again. These settings can sometimes be reset to default as a result.