Troubleshooting; Users; Network Administrators; Collecting Logs - AudioCodes C450HD User And Administrator Manual

User's and Administrator's Manual
7

Troubleshooting

7.1

Users

Read this section if an issue with your phone occurs. Contact your network administrator if
necessary. Network administrators can also use this section as reference.
Symptom
Phone is off
(no screen displays
and LEDs)
Phone is not ringing Ring volume is set too low
Touch screen
display is poor
Headset has no
audio
7.2

Network Administrators

Network administrators can troubleshoot telephony issues in their networks using the sections
below as reference.
7.2.1

Collecting Logs

Device diagnostics (Logcat) can be collected using the Microsoft Admin Portal. For support
purposes, general logs can be collected also using the Microsoft Admin Portal. The logs can help
debug Teams application issues and also for issues related to the device.

To collect logs:
1. Reproduce the issue
2. Access Microsoft Admin Portal and under the Devices tab click the Diagnostics icon.
Version 0.314

Table 7-1: Troubleshooting

Problem
Phone is not receiving
power
Touch screen settings
Headset not connected
properly
Corrective Procedure
Make sure the AC/DC power adapter is attached firmly

to the DC input on the rear of the phone.
Make sure the AC/DC power adapter is plugged into the

electrical outlet.
Make sure the electrical outlet is functional.

If using Power over Ethernet (PoE), contact your

network administrator to check that the switch is
powering the phone.
Increase the volume (see Section 5.8.1)

Adjust the phone's screen brightness

Make sure your headset is securely plugged into the

headset port located on the side of the phone.
Make sure the headset volume level is adjusted

adequately (see Section 5.8.5).
53
7. Troubleshooting
450HD IP Phone