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Alcatel-Lucent Myriad Series Troubleshooting Manual
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Alcatel-Lucent Myriad Series Troubleshooting Manual

Alcatel-Lucent Myriad Series Troubleshooting Manual

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Troubleshooting Guide
TG0104 ed.01
Alcatel-Lucent Enterprise SIP DeskPhones
This document provides the FAQs for Alcatel-Lucent Enterprise Myriad and Halo series DeskPhones.
Revision History
Edition 1: September 12, 2024
Legal notice:
www.al-enterprise.com The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To view other
trademarks used by affiliated companies of ALE Holding, visit: www.al-enterprise.com/en/legal/trademarks-copyright. All other
trademarks are the property of their respective owners. The information presented is subject to change without notice. Neither
ALE Holding nor any of its affiliates assumes any responsibility for inaccuracies contained herein.
© Copyright 2024 ALE International, ALE USA Inc. All rights reserved in all countries.
Troubleshooting Guide FOR
creation of the document
Myriad and Halo series DeskPhone

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Summary of Contents for Alcatel-Lucent Myriad Series

  • Page 1 Legal notice: www.al-enterprise.com The Alcatel-Lucent name and logo are trademarks of Nokia used under license by ALE. To view other trademarks used by affiliated companies of ALE Holding, visit: www.al-enterprise.com/en/legal/trademarks-copyright. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Neither ALE Holding nor any of its affiliates assumes any responsibility for inaccuracies contained herein.

  • Page 2: Table Of Contents

    Table of contents 1 Phone can't be powered up or reboot cycled ................. 10 1.1 Issue Summary ....................... 10 1.2 Possible Causes ...................... 10 1.3 How to Resolve ...................... 10 1.4 More ........................10 1.5 Supported Models ....................10 1.6 Firmware Version ....................10 2 How to configure IP address for an ALE SIP DeskPhone .............
  • Page 3 5.1 Issue Summary ....................... 24 5.2 Possible Causes ...................... 24 5.3 How to Resolve ...................... 24 5.4 More ........................24 5.5 Supported Models ....................24 5.6 Firmware Version ....................25 6 Phone registered and unregistered frequently ............... 26 6.1 Issue Summary ....................... 26 6.2 Possible Causes ......................
  • Page 4 9.4 More ........................32 9.5 Supported Models ....................32 9.6 Firmware Version ....................32 10 Phone can't make outgoing call ..................33 10.1 Issue Summary ...................... 33 10.2 Possible Causes ..................... 33 10.3 How to Resolve ..................... 33 10.4 More ........................33 10.5 Supported Models ....................
  • Page 5 14 How to upgrade ALE SIP DeskPhone binary ................41 14.1 Issue Summary ...................... 41 14.2 Possible Causes ..................... 41 14.3 How to Resolve ..................... 41 14.4 More ........................43 14.5 Supported Models ....................43 14.6 Firmware Version ....................44 15 What is the pinout of ALE SIP DeskPhone headset port ............
  • Page 6 18.3 How to Resolve ..................... 49 18.4 More ........................50 18.5 Supported Models ....................50 18.6 Firmware Version ....................50 19 How to reset the administrator password ................51 19.1 Issue Summary ...................... 51 19.2 Possible Causes ..................... 51 19.3 How to Resolve ..................... 51 19.4 More ........................
  • Page 7 23.4 More ........................61 23.5 Supported Models ....................61 23.6 Firmware Version ....................61 24 How to debug ALE Myriad series/H3/H6 DeskPhones – Basic ............62 24.1 Issue Summary ...................... 62 24.2 Possible Causes ..................... 62 24.3 How to Resolve ..................... 62 24.4 More ........................
  • Page 8 30.4 More ........................87 30.5 Supported Models ....................87 30.6 Firmware Version ....................88 31 How to deploy ALE Myriad series DeskPhones to Teams Gateway ..........89 31.1 Issue Summary ...................... 89 31.2 Possible Causes ..................... 89 31.3 How to Resolve ..................... 89 31.4 More ........................
  • Page 9 31.5 Supported Models ....................89 31.6 Firmware Version ....................90 32 H2P can't receive IP calls but can call out IP calls ..............91 32.1 Issue Summary ...................... 91 32.2 Possible Causes ..................... 91 32.3 How to Resolve ..................... 91 32.4 More ........................

  • Page 10: Phone Can't Be Powered Up Or Reboot Cycled

    1 Phone can't be powered up or reboot cycled 1.1 Issue Summary Customers may meet the problem that when connected the phone with power supply, the phone can’t be powered up or reboot cycled. The Deployment manager may also need to configure the POE switch to make sure every phone can boot up fine.

  • Page 11: How To Configure Ip Address For An Ale Sip Deskphone

    Method to enable/disable the LLDP feature: Myriad series/H3P/H3G/H6: Advanced Setting -> Network -> LLDP -> VLAN Acquirement Phone UI H2/H2P: Setting -> Admin -> IP Param -> IP Config -> LLDP Myriad series/H3P/H3G/H6: Network ->...

  • Page 12: More

    SIP account parameters via MMI and Chapter 3.3 Configuring IP parameters and SIP account parameters via WBM) for more information. For H3X/H6 and Myriad series DeskPhones IP Configuration, you can also refer to the Administration Manual for Myriad and Halo Series DeskPhone (Chapter 2.1 IPv4 and IPv6 Network Settings and Chapter 2.4.1...

  • Page 13: How To Configure Vlan Settings For Ale Sip Deskphones

    Customers can configure the VLAN via CDP, LLDP and DHCP automatically or set it manually. CDP can be configured through phone web UI and Auto provision for H2/H2P and phone web UI, phone UI and auto provision for Myriad series/H3P/H3G/H6. Web UI Path (H2/H2P)
  • Page 14 Web UI Path (Myriad series/H3P/H3G/H6) Auto provision: (H2/H2P) Parameter CDPEnable Description It configures whether CDP is enabled. 0- Disable. Permitted Values 1- Enable. Default Web UI Network -> Advanced -> Cisco Discovery Protocol (CDP) Settings -> Enable CDP Phone UI...
  • Page 15 Auto provision & Phone UI: (Myriad series/H3P/H3G/H6) Parameter DeviceNetworkCdpEnable Description It enables or disables the CDP (Cisco Discovery Protocol) feature on the IP phone. true - enable Permitted false - disable Values Default true Web UI Network -> LLDP&CDP -> CDP -> Enable Phone UI Menu ->...
  • Page 16 Default true Web UI Network -> LLDP&CDP -> VLAN Acquirement Phone UI Myriad series/H3P/H3G/H6: Advanced Setting -> Network -> LLDP -> VLAN Acquirement Auto provision & Phone UI (H2/H2P) Parameter LLDPTransmit Description It configures whether LLDP is enabled. 0- Disable.
  • Page 17 Setting -> Admin -> IP Param -> IP Config -> LLDP -> Learning DHCP Myriad series/H3P/H3G/H6 DeskPhones support VLAN discovery via DHCP. The predefined option 43 -> option 58 is used to supply the VLAN ID by default. Here is an example of DHCP option 58 configuration for VLAN: H2/H2P DeskPhones support pre-defined option 132 to carry the VLAN ID.
  • Page 18 Network -> Advanced -> DHCP VLAN Settings -> DHCP Option Vlan Phone UI Not Available Configure VLAN Manually Web UI (Myriad series/H3P/H3G/H6) Auto provision & Phone UI (Myriad series/H3P/H3G/H6) Parameter DeviceNetworkLanVlanEnable Description It enables or disables the VLAN for the Internet port.
  • Page 19 Default 4095 Web UI Network -> IP Parameters -> LAN VLAN Number Phone UI Myriad series/H3P/H3G/H6: Advanced Setting -> Network -> Vlan -> VLAN Config -> ID Parameter DeviceNetworkPcVlanEnable Description It enables or disables the VLAN for the PC port.
  • Page 20 Auto provision & Phone UI (H2/H2P) Parameter EnableVLAN Description Enable VLAN to let Status access to VLAN network with vlan tagged 0- Disable. Permitted Values 1- Enable. Default Disabled Web UI Network -> Advanced -> WAN VLAN Settings -> Enabled VLAN Phone UI Setting ->...

  • Page 21: More

    3.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 3.6 Firmware Version H2/H2P: 2.10.000.0001083 and above Myriad series/H3P/H3G/H6: 2.14.17.xxx.xxxx and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc.

  • Page 22: Phone Can't Get An Ip Address

    4 Phone can't get an IP address 4.1 Issue Summary Customers may meet the problem that when connecting to a switch port, the phone can’t get an IP address automatically. 4.2 Possible Causes Phone Hardware issue Phone configuration issue 4.3 How to Resolve 1.

  • Page 23: Firmware Version

    4.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 23/92...

  • Page 24: Sip Account Register Failed

    5 SIP account register failed 5.1 Issue Summary Phone booted up, but on the LCD side, always show “No Service” 5.2 Possible Causes Phone SIP account not configured or registered failed. Common error: 1: User name or register name not correct 2: Password not correct 3: SIP server address or outbound server address not configured or incorrect 4.

  • Page 25: Firmware Version

    5.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 25/92...

  • Page 26: Phone Registered And Unregistered Frequently

    Web UI:(H2/H2P) Account -> SIP -> Advanced Settings -> Keep Alive Interval Web UI: (Myriad series/H3P/H3G/H6) Account -> Advanced -> Keep Alive Timer Auto Provision & Phone UI: (Myriad series/H3P/H3G/H6) Parameter AccountXKeepAliveInterval It configures the keep alive timer For H3: X=1-3...

  • Page 27: More

    Account -> SIP -> Register Settings -> SIP Sever 1 -> Registration Expiration Web UI: (Myriad series/H3P/H3G/H6) Account -> Basic -> Register Expire Time Auto Provision & Phone UI: (Myriad series/H3P/H3G/H6) Parameter AccountXServer1Expire It configures the registration expiration time (in seconds) of SIP server for accountX.

  • Page 28: Firmware Version

    6.6 Firmware Version H2/H2P: 2.10.000.0001083 and above Myriad series/H3P/H3G/H6: 2.14.17.xxx.xxxx and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 28/92...

  • Page 29: How To Adjust Default Sip Account

    Features -> Basic Settings -> Enable Default Line Features -> Basic Settings -> Default Ext Line Web UI: (Myriad series/H3P/H3G/H6) Features -> SIP -> Default Account Auto Provision & Phone UI: (Myriad series/H3P/H3G/H6) Parameter SIPDefaultAccount Description It configures the SIP DeskPhone default account.

  • Page 30: More

    7.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 7.6 Firmware Version H2/H2P: 2.10.000.0001083 and above Myriad series/H3P/H3G/H6: 2.14.17.xxx.xxxx and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc.

  • Page 31: Phone Can't Receive Any Incoming Calls

    8 Phone can't receive any incoming calls 8.1 Issue Summary Customers may meet the problem that the SIP account is registered, phone can call out normally but can’t receive any incoming calls. 8.2 Possible Causes Phone enabled DND feature may cause this issue. 8.3 How to Resolve 1.

  • Page 32: Phone Can't Make Outgoing Call

    9 Phone can't make outgoing call 9.1 Issue Summary This FAQ shares different reasons cause the situation that phone could not make outgoing call and the corresponding solutions. 9.2 Possible Causes 1. SIP account not configured or registered failed 2. Network issue 3.

  • Page 33: Phone Can't Make Outgoing Call

    10 How to set up a local 3-way conference call 10.1 Issue Summary This FAQ shared the quick steps to set up a local 3-way conference call with ALE SIP DeskPhones. 10.2 Possible Causes 10.3 How to Resolve 1. Device information: Phone A with SIP account A Phone B with SIP account B Phone C with SIP account C...

  • Page 34: How To Transfer A Call With Ale Sip Deskphones

    This FAQ shares the detailed steps of these 3 kinds of transfer mode via ALE SIP DeskPhones. 11.2 Possible Causes 11.3 How to Resolve Myriad series & H3P/H3G/H6: 1. Blind Transfer call: A and B establish a call A press “Transfer” key and input the number of C A press “B Trsf”...

  • Page 35: More

    A press “OK” key or “Call” or “#” key C rings but not answer the call, A hear the ring back A press “Transfer” key to finish the semi-consultative transfer process H2/H2P: 1. Blind Transfer call: A and B establish a call A press “XFER”...

  • Page 36: Supported Models

    11.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 11.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 36/92...

  • Page 37: How To Set Up Local Forward Features With Ale Sip Deskphones

    This FAQ shares the detailed steps to configure these 3 kinds of forward via ALE SIP DeskPhones. 12.2 Possible Causes 12.3 How to Resolve Myriad series & H3P/H3G/H6: Phone LCD Menu Path: Menu -> Features -> Call Forward Always Forward: Switch to “Enabled” and fill in the “Forward To” number Busy Forward: Switch to “Enabled”...

  • Page 38: More

    12.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 12.6 Firmware Version H2/H2P: 2.10.000.0001083 and above Myriad series/H3P/H3G/H6: All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc.

  • Page 39: How To Check The Status Of Ale Sip Deskphones

    IPv4 (IP status) VLAN ID Note For the MAC/Hardware/Software version, please go to Setting -> Version For Myriad series & H3P/H3G/H6: Press the “OK” key will get the phone status information, detailed below: IPv4 address Wi-Fi MAC (Only for M8) Version Network Status (In “More ->...

  • Page 40: Firmware Version

    13.6 Firmware Version H2/H2P: 2.10.000.0001083 and above Myriad series/H3P/H3G/H6: 2.14.17.xxx.xxxx and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 40/92...

  • Page 41: How To Upgrade Ale Sip Deskphone Binary

    For Myriad series & H3P/H3G/H6: Maintenance -> Firmware Upgrade -> Upload Firmware(sip*): 4) Click “Select” to select the binary file 5) Click “Update” to start the upgrade process for Myriad series & H3P/H3G/H6 DeskPhones; Click “Upgrade” to start the upgrade process for H2/H2P DeskPhones.
  • Page 42 <ota> <FirmwareUrl>http://172.16.6.70:8000/x6.z</FirmwareUrl> </ota> </sysConf> Permitted Values Default blank For Myriad series & H3P/H3G/H6: Press the “OK” key will get the phone status information, detailed below: Parameter DeviceFirmwareUpgradeUrl It configures the access URL of the firmware file. Example: Description <setting id="DeviceFirmwareUpgradeUrl" value="http://135.251.222.94:8090/"...

  • Page 43: More

    5) Power on the phone 6) For Myriad series DeskPhones during step 1 of initialization process, pressing “4” + “7” + “8” + “*” keys at the same time. Release all keys until all the LEDs are lighted on. 7) Phone will reboot and enter upgrading process.

  • Page 44: Firmware Version

    14.6 Firmware Version H2/H2P: All version Myriad series/H3P/H3G/H6: 2.14.17.xxx.xxxx and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 44/92...

  • Page 45: What Is The Pinout Of Ale Sip Deskphone Headset Port

    15 What is the pinout of ALE SIP DeskPhone headset port 15.1 Issue Summary All ALE SIP DeskPhones support wired headset, and different customers may use different headsets, so the pinout type of headset port is the needed info for the customer to choose the suitable headset. 15.2 Possible Causes 15.3 How to Resolve The pinout of different phones is different, details below:...

  • Page 46: More

    15.4 More If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 15.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 15.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 ©...

  • Page 47: How To Set Up The Voice Mail Feature Of Ale Sip Deskphones

    16.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 16.6 Firmware Version H2/H2P: All version Myriad series/H3P/H3G/H6: 2.14.17.xxx.xxxx and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhones © Copyright 2024 ALE International, ALE USA Inc. page 47/92...

  • Page 48: How To Add Local Phone Book Contact Of Ale Sip Deskphones

    17.2 Possible Causes 17.3 How to Resolve Myriad series & H3P/H3G/H6: Phone Web UI path: Contact Manager -> Local Directory -> Add, fill in the corresponding items needed Phone LCD path: Menu -> Directory -> Local Directory -> Add, fill in the corresponding items needed H2/H2P: Phone Web UI path: Phonebook ->...

  • Page 49: How To Set Up The Correct Time For Your Ale Sip Deskphones

    The time and date can be displayed in several formats on the idle screen. The detailed settings showed below: Myriad series & H3P/H3G/H6: Phone Web UI path: Setting ->...

  • Page 50: More

    18.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 18.6 Firmware Version H2/H2P: All version Myriad series/H3P/H3G/H6: 2.14.17.xxx.xxxx and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc.

  • Page 51: How To Reset The Administrator Password

    19 How to reset the administrator password 19.1 Issue Summary Administrator password is used to login phone web UI or the advanced settings on phone LCD side, but for some management requirements, this password is just for the phone manager, what can we do if the admin password has been changed or forgotten? This FAQ shares the steps to configure it in ALE SIP DeskPhones.

  • Page 52: Supported Models

    19.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 19.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 52/92...

  • Page 53: How To Change The Phone Local Ringtone

    3. Beep options being changed 20.3 How to Resolve Myriad series & H3P/H3G/H6: 1. Press “Menu” -> “Basic Setting” -> “Sound” -> “Ringing” 2. Press “Int Melody” key to configure the internal calls, the supported ringtone will list, select it and press “OK”...

  • Page 54: More

    5. Press “Beep” key to configure the different beep options you want: 0 beep / 1 beep / 3 beeps 6. Press “Ring Device” key to configure the different ring device when you enabled the headset mode: Handsfree: In headset mode, phone will ring with the speaker Headset: In headset mode, phone will ring with the headset HF+HE: In headset mode, phone will ring with the speaker &...

  • Page 55: Supported Models

    20.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 20.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 55/92...

  • Page 56: How To Change The Phone Lcd Language

    21.2 Possible Causes Custom language requirement. 21.3 How to Resolve Myriad series & H3P/H3G/H6: 1. Press “Menu” -> “Basic Setting” -> “Language” 2. The supported language will list, select the one needed and press “OK” key to save the configuration.

  • Page 57: How To Configure The Programmable Key Of Ale Sip Deskphone

    This FAQ shares the method to quickly set up a programmable key with Speed dial and BLF. 22.2 Possible Causes 22.3 How to Resolve Myriad series & H3P/H3G/H6: 1. Select one key and long press it for 2 seconds, then you will see the Key Type option, default value is “Undefined”...

  • Page 58: More

    Model Key Types Speed Dial BLF List Do Not Disturb Directory Voice Mail Conference Forward Transfer Group Listening Myriad series/H3P/H3G/H6 Headset Hot Desking Phone Lock Prefix DTMF Direct Pickup Group Pickup Call Park Recall XML Browser ALE Myriad and Halo series DeskPhone...
  • Page 59 Intercom Retrieve Park Audio Hub Private Hold Hold Account USB Recording Model Key Types Key Subtypes None None, BLF/NEW CALL, BLF/BXFER, BLF/AXFER, BLF/CONF, Memory Key BLF/DTMF, Presence, MWI, Speed Dial, Intercom, Call park, Call forward Line None, MWI, Do-not-disturb, Call hold, Call transfer, Phonebook, Redial, Pickup, Join, Call forward, Call Logs, Flash, Memo, Headset, Release, Lock phone, Call Back, Hide DTMF, Intercom, Group...

  • Page 60: Supported Models

    22.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 22.6 Firmware Version H2/H2P: 2.10.000.0001083 and above Myriad series/H3P/H3G/H6: 2.14.17.xxx.xxxx and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc.

  • Page 61: Tested Wi-Fi Dongle List For Ale Sip Deskphones

    23 Tested Wi-Fi Dongle List for ALE SIP DeskPhones 23.1 Issue Summary This FAQ shares the tested Wi-Fi dongle list for ALE SIP DeskPhones 23.2 Possible Causes 23.3 How to Resolve Tested Wi-Fi Dongle Supported Model Tenda U3 M3/M5/M7/H6 Tenda U9 M3/M5/M7/H6 TP-Link TL-WN725N M3/M5/M7/H6...

  • Page 62: How To Debug Ale Myriad Series/H3/H6 Deskphones - Basic

    24 How to debug ALE Myriad series/H3/H6 DeskPhones – Basic 24.1 Issue Summary Normally, if any issue that need ALE analysis, provide all of the below debug files at one time will help to locate and solve the issue faster.

  • Page 63: More

    2. Reproduce the issue 3. Click “Local Log Download” to export and save the log file Export Config File: Web UI Path: Maintenance -> Config File, Click “Export” to download and save the configuration file Note Please export the debug files immediately after testing, just in case of the file being overwritten. 24.4 More If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com.

  • Page 64: How To Debug Ale Myriad Series/H3/H6 Deskphones - Advanced

    25 How to debug ALE Myriad series/H3/H6 DeskPhones – Advanced 25.1 Issue Summary Normally, if any issue that need ALE analysis，provide the pcap file, config file and syslog debug files at one time will help to locate and solve the issue faster, but for some scenario like phone crash or need long time to reproduce this issue, then export files from phone web UI is not enough, you need to use technical tools in order to get them, this FAQ describe how to get them through the tools.
  • Page 65 7. Click “Save” to save the pcap file to your local PC. 2. Log file: Export syslog to syslog server (Tool 3CDaemon): 1. Run the tool “3CDaemon”, go to “Syslog Server” 2. Click “Configure Syslog Server”, assign phone IP 3. Click the green “GO” icon to start this server 4.

  • Page 66: More

    1. Please export the debug files immediately after testing, just in case of the file being overwritten. Note 2. For some scenarios like phone can’t get IP address, then it is very complex to login phone web to export configuration file or log file, then just kindly provide the pcap file with the issue description as detailed as possible, thanks.

  • Page 67: Supported Models

    25.5 Supported Models H3P/H3G/H6/M3/M5/M7/M8. 25.6 Firmware Version H3P/H3G/H6: 2.12.xx.xx version and above M3/M5/M7/M8: 2.13.xx.xx version and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 67/92...

  • Page 68: How To Debug Ale Sip Deskphones - H2/H2P

    26 How to debug ALE SIP DeskPhones – H2/H2P 26.1 Issue Summary Normally, if any issue that need ALE analysis，provide all below debug files at one time will help to locate and solve the issue faster: 1. Pcap file（.pcap) ： Record the signaling between the phone and the server as well as network and voice-related information in the entire call process for troubleshooting signaling issues.
  • Page 69 Before using Wireshark to capture packets, you need a hub or switch which support mirror mapping, steps: 1. Connect the phone LAN port to the hub or switch through the network cable. 2. Connect the PC to the same hub or switch through the network cable. 3.
  • Page 70 9. Reproduce the issue 10. Go to the syslog tool directory to get the log file 3. Configuration file: Web UI Path: System -> Configurations -> Export Configurations, it is advised to export the “.xml” format configuration according to the guidance. ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01...
  • Page 71 Note 1. Please export the debug files immediately after testing, just in case of the file being overwritten. 2. For some scenarios like phone can’t get IP address, then it is very complex to login phone web to export configuration file or log file, then just kindly provide the pcap file with the issue description as detailed as possible, thanks.

  • Page 72: More

    26.4 More If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 26.5 Supported Models H2/H2P. 26.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 ©...

  • Page 73: How To Quickly Generate Phone Configuration Files In Batches

    27 How to quickly generate phone configuration files in batches 27.1 Issue Summary Customer usually need to deploy a lot of phones at one time with different SIP accounts and it is time- consuming to create auto provision files one by one, this FAQ show in detail about how to quickly generate phone configuration files in batches, this will make the deployment of ALE SIP DeskPhones more convenient and efficient.

  • Page 74: More

    3. Open and edit the “account_info.csv” file, customer need to add the variable name defined at “config.MAC.xml” file to the first line of this file one by one and input the value of each variable, please make sure that the variables name is the same as the ones in the “config.MAC.xml” file. Note 1.

  • Page 75: Supported Models

    27.5 Supported Models H3P/H3G/H6/M3/M5/M7/M8. 27.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 75/92...

  • Page 76: How To Quickly Generate H2/H2P Deskphone Configuration Files In Batches

    28 How to quickly generate H2/H2P DeskPhone configuration files in batches 28.1 Issue Summary Customer usually need to deploy a lot of phones at one time with different SIP accounts and it is time- consuming to create auto provision files one by one, this FAQ show in detail about how to quickly generate phone configuration files in batches, this will make the deployment of ALE SIP DeskPhones more convenient and efficient.
  • Page 77 For other needed parameters, just add it to the file as you need and define the corresponding variables for 3. Open and edit the “input.xlsx” file, customer need to add the variable name defined at “template.xml” file to the first line of this file one by one and input the value of each variable, please make sure that the variables name is the same as the ones in the “template.xml”...
  • Page 78 Note 1. Please make sure “input.xlsx” file is saved and closed before running the “run.exe”, if not, the configuration file will not be created. 2. Run the “run.exe” file again will create the configuration files again and the parameters with the same MAC address will be overwrite if anything changed, other files or parameters will not be affected.

  • Page 79: More

    28.4 More For other issues related with the mass generation of configuration files, please refer to the ALE SIP DeskPhones Configuration File Mass Generation and Installation Guide. If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com.

  • Page 80: Conclusion Of Common Status Codes In Sip Messages

    29 Conclusion of common status codes in SIP messages 29.1 Issue Summary This FAQ shares the conclusion of common status codes in SIP messages which may help customer to locate the issue faster before contacting ALE support team. 29.2 Possible Causes 29.3 How to Resolve 1.
  • Page 81 The Reason-Phrase, header fields, or message body MAY be used to convey more details about the call progress. 2. 2xx Successful The request was successful. The request has succeeded. The information returned with the response 200 OK depends on the method used in the request. 3.
  • Page 82 If there is no explicit expiration time, the address is only valid once for recursing, and MUST NOT be cached for future transactions. If the URI cached from the Contact header field fails, the Request-URI from the redirected request MAY be tried again a single time. The temporary URI may have become out-of-date sooner than the expiration time, and a new temporary URI may be available.
  • Page 83 The requesting client SHOULD retry the request at the new address(es) given by the Contact header field (Section 20.10). The Request-URI of the new request uses the value of the Contact header field in the response. The duration of the validity of the Contact URI can be indicated through an Expires (Section 20.19) header field or an expires parameter in the Contact header field.
  • Page 84 The server MAY indicate when the client should retry the request in a Retry- After header field. If no Retry-After is given, the client MUST act as if it had received a 500 (Server Internal Error) response. A client (proxy or UAC) receiving a 503 (Service Unavailable) SHOULD attempt to forward the request to an alternate server.

  • Page 85: More

    The user's agent was contacted successfully but some aspects of the session description such as the requested media, bandwidth, or addressing style were not acceptable. A 606 (Not Acceptable) response means that the user wishes to communicate but cannot adequately support the session described. The 606 (Not Acceptable) response MAY contain a list of reasons in a Warning header field describing why the session described cannot be supported.

  • Page 86: How To Enter The Recovery Mode Of H2P

    30 How to enter the recovery mode of H2P 30.1 Issue Summary This FAQ shares the detailed steps about how to enter the recovery mode of H2P. 30.2 Possible Causes The H2P is stuck at the power up page. 30.3 How to Resolve 1.

  • Page 87: More

    8. Go to “Upgrade Software”; 9. Click “Choose File” to select a binary file of the phone; 10. Click “Upgrade” to start the upgrade process for H2/H2P DeskPhones; If any message shows like “Filename does not match”, just ignore it and click “OK” to continue Note 11.

  • Page 88: Firmware Version

    30.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 88/92...

  • Page 89: How To Deploy Ale Myriad Series Deskphones To Teams Gateway

    31 How to deploy ALE Myriad series DeskPhone to Teams Gateway 31.1 Issue Summary This FAQ shares the detailed steps about how to deploy ALE Myriad series DeskPhone to Teams Gateway to make the phone registered to use the Teams Gateway features.

  • Page 90: Firmware Version

    31.6 Firmware Version M3/M5/M7: 2.14.03.000.2345 M8: 2.14.05.000.2352 ALE Myriad and Halo series DeskPhone Troubleshooting Guide for ALE Myriad and Halo series DeskPhone TG0104 Ed01 © Copyright 2024 ALE International, ALE USA Inc. page 90/92...

  • Page 91: H2P Can't Receive Ip Calls But Can Call Out Ip Calls

    32 H2P can't receive IP calls but can call out IP calls 32.1 Issue Summary Customers usually meet the problem that H2P can call out IP calls but can’t receive IP calls. 32.2 Possible Causes Configuration issue. 32.3 How to Resolve 1.

  • Page 92: Submitting A Service Request

    Submitting a Service Request Please connect to our eService Request application. Before submitting a Service Request, please be sure: The application has been certified via the AAPP if a third party application is involved. You have read the release notes that list new features, system requirements, restrictions, and more, and are available in the Technical Documentation Library.

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Halo series