Customer Support; Troubleshooting Tips - Snom 320 System User's Manual

S N O M U S E R ' S G U I D E

Customer Support

This section will cover some basic troubleshooting tips, provide contact information and define some
common terms used throughout this guide

Troubleshooting Tips

• Symptom: Phone cannot receive calls or calls are directed only to voicemail, but you can still
make calls from your phone.
Solution: verify that your Do Not Disturb service is turned off by pressing the DND key on your phone.
If you still cannot receive calls on your phone, reboot your phone by pressing the Settings key then
pressing the Reboot softkey. Please also check other incoming call features such as Anonymous Call
Rejection are not currently active.
• Symptom: Cannot make or receive calls.
Solution: verify that your phone's network cable is plugged in, and that the phone is displaying your
telephone number when in idle state. If the phone is displaying NR instead of your telephone number,
reboot your phone by pressing the Settings key then pressing the Reboot softkey. If this is unsuccessful,
contact your Business Group Administrator or Pacific LightNet Customer Support for assistance.
• Symptom: Handset and/or speakerphone are very quiet or do not work.
Solution: The most common cause of this is that the headset button
Press the Headset button to deactivate this device and then try your call again. If the problem persistsn
verify the volume levels for the device you are using. Also check to make sure that your handset is
properly connected to the correct physical ports your phone. See the diagram on the next page.
• Symptom: Snom phone was just installed but there is no dial tone when the handset is lifted.
Solution: When the Snom 320 phones are first shipped, there is a small rubber stopper between the hook
button and the case to prevent damage in shipping. Verify that this rubber stopper has been removed and
that your hook button pops up when you lift the handset. The stopper is located directly below the hook
button. In some cases this stopper may also fall into the casing. If this occurs contact Pacific LightNet
Customer Support to request a repair or replacement of the device.
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has been inadvertently pressed.