Download
Share
Print this page
Alcatel-Lucent Enterprise Myriad Series Troubleshooting Manual
  1. Manuals
  2. Brands
  3. Alcatel-Lucent Enterprise Manuals
  4. Telephone
  5. Myriad Series
  6. Troubleshooting manual
Alcatel-Lucent Enterprise Myriad Series Troubleshooting Manual

Alcatel-Lucent Enterprise Myriad Series Troubleshooting Manual

Sip desk phone
Hide thumbs Also See for Myriad Series:

Advertisement

Quick Links

Download this manual
Troubleshooting Guide
TG0104 ed.02
Troubleshooting Guide FOR Alcatel-Lucent
This document provides the FAQs for Alcatel-Lucent Enterprise Myriad and Halo series DeskPhones.
Revision History
Edition 1: September 12, 2024
Edition 2: October 28,2024
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.
Enterprise SIP DeskPhones
creation of the document
update Q&A 27/28, add Q&A 33
Myriad and Halo series DeskPhone

Advertisement

loading
Need help?

Need help?

Do you have a question about the Myriad Series and is the answer not in the manual?

Questions and answers

Related Manuals for Alcatel-Lucent Enterprise Myriad Series

Summary of Contents for Alcatel-Lucent Enterprise Myriad Series

  • Page 1 Myriad and Halo series DeskPhone TG0104 ed.02 Troubleshooting Guide FOR 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 creation of the document Edition 2: October 28,2024 update Q&A 27/28, add Q&A 33...
  • Page 2 4.5 Supported Models ....................22 4.6 Firmware Version ....................23 5 SIP account register failed ....................24 ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 2/94...
  • Page 3 9.1 Issue Summary ....................... 32 9.2 Possible Causes ...................... 32 9.3 How to Resolve ...................... 32 ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 3/94...
  • Page 4 13.3 How to Resolve ..................... 39 13.4 More ........................39 13.5 Supported Models ....................39 13.6 Firmware Version ....................40 ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 4/94...
  • Page 5 18 How to set up the correct time for your ALE SIP DeskPhones ............ 49 18.1 Issue Summary ...................... 49 18.2 Possible Causes ..................... 49 ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 5/94...
  • Page 6 22.3 How to Resolve ..................... 57 22.4 More ........................58 22.5 Supported Models ....................60 ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 6/94...
  • Page 7 23.4 More ........................61 23.5 Supported Models ....................61 23.6 Firmware Version ....................61 24 How to debug ALE Myriad series/H3G/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 ........................88 30.5 Supported Models ....................88 30.6 Firmware Version ....................89 31 How to deploy ALE Myriad series DeskPhone to Teams Gateway ..........90 31.1 Issue Summary ...................... 90 31.2 Possible Causes ..................... 90 31.3 How to Resolve ..................... 90 31.4 More ........................
  • Page 9 33.3 How to Resolve ..................... 93 33.4 More ........................93 33.5 Supported Models ....................93 33.6 Firmware Version ....................93 ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 9/94...
  • Page 10 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 1.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 1.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 10/94...
  • Page 11 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 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 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 Network -> Advanced -> Cisco Discovery Protocol (CDP) Settings -> Packet Interval Phone UI Not Available ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 14/94...
  • 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 Advanced Setting -> Network -> Vlan -> Data Vlan Config -> ID Web UI (H2/H2P) Auto provision & Phone UI (H2/H2P) ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 19/94...
  • Page 20 Phone UI Setting -> Admin -> IP param -> Vlan Config -> LAN VLAN ID ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 20/94...
  • Page 21 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 21/94...
  • Page 22 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 4.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 22/94...
  • Page 23 4.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 23/94...
  • Page 24 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 5.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 25/94...
  • Page 26 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 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 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 28/94...
  • Page 29 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 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 30/94...
  • Page 31 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 8.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 8.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 31/94...
  • Page 32 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 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 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 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 36 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 36/94...
  • Page 37 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 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 38/94...
  • Page 39 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 13.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 39/94...
  • Page 40 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 40/94...
  • Page 41 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 3) Copy the firmware binary files in upgrade folder 4) Plug U disk into the phone’s USB port ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 43 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 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 44/94...
  • Page 45 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 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 46/94...
  • Page 47 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 47/94...
  • Page 48 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 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 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 50/94...
  • Page 51 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 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 52/94...
  • Page 53 Progressive: phone will ring with a dynamic volume from low to loud Silent mode: Phone will ring with no voice ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 54 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 55 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 55/94...
  • Page 56 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 “Tel” is the number you need to monitor, the “Pickup Number” is the pickup code used to pick up a call if needed. 7. Press “OK” key to save the configuration ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 57/94...
  • Page 58 Hot Desking Phone Lock Prefix DTMF Direct Pickup Group Pickup Call Park Recall XML Browser ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 58/94...
  • Page 59 Administration Manual for ALE Myriad and Halo Series DeskPhone (Chapter 11.10 Programmable Keys) for more information. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 59/94...
  • Page 60 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 60/94...
  • Page 61 H6 (TP-Link TL-WN725N): 2.14.18.000.2541 M3/M5/M7 (Tenda U3/U9): 2.11.01.1602 and above M3/M5/M7 (TP-Link TL-WN725N): 2.14.04.000.2359 and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 61/94...
  • Page 62 24 How to debug ALE Myriad series/H3G/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 24.5 Supported Models H3G/H6/M3/M5/M7/M8. 24.6 Firmware Version 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 63/94...
  • Page 64 25 How to debug ALE Myriad series/H3G/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 3. Configuration file: Web UI Path: Maintenance -> Config File, click “Export” to download and save the configuration file ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 66 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 67 25.5 Supported Models H3G/H6/M3/M5/M7/M8. 25.6 Firmware Version 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 67/94...
  • Page 68 3. Click “Stop” to end capturing and download the pcap file Capture packets with Wireshark tool： ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 68/94...
  • Page 69 7. APP log level select to “Debug” 8. Select the “Export Log” also, then click “Apply” ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 69/94...
  • Page 70 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 71 7. User below command and tftp server to download the core file to your local PC tftp -p -r core file name tftp server ip ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 72 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 H2P. 26.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 72/94...
  • Page 73 2. Enter the “config” folder, then edit the config.json file. The format of configuration file is “$$$mac$$$.xml” by default. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 74 Open the input.xlsx file, then copy the customized parameters to the value part of the related parameters in template.xml file, the format in template.xml is “$$$customized parameter$$$”, the “$$$customized ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 74/94...
  • Page 75 “Please click anything to close me” is displayed in the bottom line, just click any key to exit this program, as the picture shown below: ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 76 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 27.5 Supported Models H3G/H6/M3/M5/M7/M8. 27.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 76/94...
  • Page 77 2. Enter the “config” folder, then edit the config.json file. The format of configuration file is “$$$mac$$$.xml” by default. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 78 ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 79 “input.xlsx” file, as the picture shown below: ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 80 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 28.5 Supported Models H2P. 28.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 80/94...
  • Page 81 The 183 (Session Progress) response is used to convey information about the 183 Session Progress progress of the call that is not otherwise classified. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 81/94...
  • Page 82 Both proxies and UAs MAY cache this URI for the duration of the expiration time. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 82/94...
  • Page 83 The requestor SHOULD update any local directories, address books, and user location caches with this new value and redirect future requests to the address(es) listed. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 83/94...
  • Page 84 The server is temporarily unable to process the request due to temporary 503 Service Unavailable overloading or maintenance of the server. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 84/94...
  • Page 85 The server has authoritative information that the user indicated in the 604 Does Not Exist Anywhere Request-URI does not exist anywhere. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 85/94...
  • Page 86 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 29.5 Supported Models H2/H2P/H3P/H3G/H6/M3/M5/M7/M8. 29.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 86/94...
  • Page 87 6. Ping the phone IP to make sure it is working; 7. Open browser of PC, enter “http://192.168.1.179” to enter the phone web page; ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc.
  • Page 88 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 30.5 Supported Models H2P. ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 88/94...
  • Page 89 30.6 Firmware Version All Version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 89/94...
  • Page 90 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 91 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 Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 91/94...
  • Page 92 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 32.5 Supported Models H2P. 32.6 Firmware Version H2P: 2.10.000.0001083 and above ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 92/94...
  • Page 93 If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com. 33.5 Supported Models H3G/H6/M3/M5/M7/M8. 33.6 Firmware Version All version ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 93/94...
  • Page 94 You have read through the self-service information on commonly asked support questions and known issues and workarounds available in the Technical Knowledge Center. - END OF DOCUMENT - ALE Myriad and Halo series DeskPhone Troubleshooting Guide FOR Alcatel-Lucent Enterprise SIP DeskPhones TG0104 Ed02 © Copyright 2024 ALE International, ALE USA Inc. page 94/94...

This manual is also suitable for:

Halo series