No Dial Tone / No Power / DHCP Issues?

Check Connections:
- Ensure the cable from the handset is securely connected to the wall/floor port.
- Verify the connection from the patch panel to the switch/router.
Move the Handset:
- Plug the handset into a different working port or directly into the router (use a power supply if the router doesn’t provide Power over Ethernet).
- If the problem persists with the phone, the handset may be faulty. If the issue is resolved, the problem might be with the cabling.
Check DHCP Server:
- Make sure your DHCP server is running properly.
- Test the network by connecting a computer or laptop to the same circuit and see if it can obtain an IP address.

Unable to receive calls, but can make outbound calls

The handset may be on DND (Do Not Disturb mode).

DND uses a feature code that is implemented via the handset by either pressing DND / mute button (depending on handset) or physically typing the following codes:

Code	Action

Which Calls?
- Are internal, external, or both types of calls affected?
Affected Users:
- Identify the users experiencing the issue by extension numbers or names.
Issue Type:
- What is the problem? (e.g., crackling, audio loss, echoing, etc.)

Crackling:
- This is likely due to a local network issue, such as cabling, switch problems, or electrical interference.
- Action: Check the cabling to rule out local faults. If possible, connect the handset directly to the router using a single Ethernet cable, bypassing switches and other structured cabling, to see if the issue persists.
Echoing:
- Echoing is typically caused by electrical interference.
- Action: Check all connections from the handset to the floor port, switch, and router. Rule out local faults before contacting the Helpdesk. Additionally, confirm whether the echo disappears when using the handset receiver instead of the speakerphone.
Audio Loss:
- Is it one-way audio or intermittent audio dropouts?
- Consider the following:
  - Are the affected calls internal, external, or both?
  - Are all users on the same network affected, or just some?
  - Is the issue present in all calls, or is it intermittent?
  - Are specific telephone numbers involved?
- Action: Provide a detailed description of the fault (e.g., call dropped unexpectedly, gaps in audio on one side of the call).

Examples are required for further investigation. Format of examples:

Timestamp of Call	Number/User Ext From	Number/User Ext To	Direction	Description of Issue

Timestamp of Call	Number/User Ext From	Number/User Ext To	Direction	Description of Issue

1.Reboot the handset

Snom
- Press the following key combination on the dialpad **##.
Other
- Remove the ethernet cable from the network port on the back of the handset for around 10 seconds and put it back in - *If powered with PSU remove this and place back in again also*

Update Firmware:
- Ensure the device firmware is up to date.
Check Device Support:
- If the device is supported, confirm it has been recently auto-provisioned.
- If the device is unsupported:
  - Set the registration expiry to 3600 seconds (1 hour).
  - Ensure the Proxy is set to reg1.byphone.co.uk (do not use a static IP address).
  - Ensure DNS query method is set to NAPTR/SRV
  - Ensure transport method is TCP (using UDP may cause issues with packet fragmentation)
Reboot for DNS Cache:
- If the device has been running for more than 30 days, reboot it to clear any DNS cache.
DNS Settings:
- Ensure the router is not caching DNS entries longer than the specified TTL of 600 seconds. (Your IT support may need to verify this.)
Network Access:
- Make sure the local network is not blocking access to the following IP ranges:
  - Primary POP Registrar IP: 18.133.201.141
  - Secondary POP Registrar IP: 185.11.104.1
  - Tertiary POP Registrar IP: 3.9.138.56
  - Quaternary POP Registrar IP: 18.169.197.111
- Ensure access to the IP range 185.11.104.1/24 is unrestricted.

(account key should match the Identity number)

account.1.sip_server.1.transport_type = 3
account.1.sip_server.1.port = 0
account.1.outbound_proxy.1.port = 0
account.1.naptr_build = 1