Troubleshooting Guide - Polycom 650 User Manual

Troubleshooting guide

We'll always aim to give you the best service possible. However, no system can be guaranteed to
run error-free all the time. Here are a few issues that may arise - and how you can solve them.
The handset shows an on-screen extension, but is also showing an amber light on
the line key.
This means it's successfully downloaded its configuration but hasn't been registered on Horizon.
It's normally a local fault, where our IP traffic is being restricted in reaching our Session Boarder
Controller. In a case like this, please check the following before raising a fault:
-
Ensure all router port settings - as defined earlier in this document - have been
implemented. Check the setting especially on port 5060 and make sure that SIP ALG is
disabled.
-
Eliminate LAN variables, ideally by plugging the handset directly into the router. If your
router does not provide power over Ethernet, make sure the only thing between the router
and the handset is the Power Over Ethernet switch and that all the wires and units are
working correctly.
-
Make sure the handset is still assigned to a user on the Horizon Portal.
-
Plug the handset into a different port that you know definitely works.
If none of these solve the issue, call our support team - contact details are in the following section.
The handset boots up, but displays an amber light on the line keys and no on-
screen extension
This means it's either been provisioned incorrectly, or it can't gain a connection to the public internet.
Try the following checks:
-
Ensure all router port settings - as defined earlier in this document - have been
implemented. Check the setting especially on port 5060 and make sure that SIP ALG is
disabled.
-
Check you've assigned a local IP address, by looking it up on the routers ARP cache or
similar.
-
Eliminate LAN variables, ideally by plugging the handset directly into the router. If your
router does not provide power over Ethernet, make sure the only thing between the router
and the handset is the Power Over Ethernet switch and that all the wires and units are
working correctly.
-
Make sure the handset is still assigned to a user on the Horizon Portal.
-
Plug the handset into a different port that you know definitely works.
If you think the handset hasn't been configured properly, call our support team for more help.
The handset displays an "Initialising Network" message constantly
This means the handset can't connect to the local network. Before raising a fault, try the following:
-
Check the connection from the handset to the router/switch, to ensure it's receiving a signal.
-
Swap out Cat 5 cables and check ports, as well as connections on all wires.
-
Plug the handset into a different port that you know definitely works.
Polycom 650 IP Phone User Guide V1.0