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myCloudPBX Troubleshooting Guide

This guide provides generic troubleshooting steps for common issues encountered with myCloudPBX

Common Issues and Troubleshooting Steps

1. No Dial Tone

Symptoms: - No dial tone on the handset. - Unable to make or receive calls.

Troubleshooting Steps: 1. Check the Power Connection: - Ensure the phone is properly connected to a power source. - Verify that the power adapter is functioning correctly.

  1. Check Network Connection:

    • Verify that the phone is connected to the network.
    • Ensure the Ethernet cable is securely connected to both the phone and the network switch/router.

  2. Reboot the Phone:

    • Power cycle the phone by unplugging it from the power source, waiting for 10 seconds, and plugging it back in.

  3. Check PBX Registration:

    • Log into the phone’s web interface and check the registration status with the PBX server.
    • Ensure the SIP credentials are correctly configured.

2. One-Way or No Audio

Symptoms: - Only one party can hear the other during a call. - Neither party can hear each other.

Troubleshooting Steps: 1. Check Network Configuration: - Ensure SIP ALG is disabled on your router (refer to SIP ALG section above). - Check for any firewall rules that might be blocking RTP (Real-Time Protocol) traffic.

  1. Check NAT Settings:

    • Verify the NAT settings on the router and phone. Ensure they are correctly configured for VoIP traffic.

  2. Reboot the Router and Phone:

    • Power cycle both the router and the phone to refresh the network connections.

  3. Update Firmware:

    • Ensure that both the router and the phone have the latest firmware updates installed.

3. Phones Not Ringing

Symptoms: - Inbound calls do not ring on the phone. - Missed calls without ringing.

Troubleshooting Steps: 1. Check Do Not Disturb (DND) Setting: - Ensure that the DND feature is not enabled on the phone.

  1. Check Call Forwarding:

    • Verify that call forwarding settings are not redirecting calls to another number or voicemail.

  2. Check PBX Configuration:

    • Log into the PBX management portal and check the inbound call routing rules.
    • Ensure that the correct destination is set for incoming calls.

  3. Test with Another Phone:

    • If possible, test the inbound calls with another phone to determine if the issue is isolated to one device.

4. Phone Not Registering

Symptoms: - Phone displays “Not Registered” or similar error. - Unable to make or receive calls.

Troubleshooting Steps: 1. Check SIP Credentials: - Verify that the SIP username and password are correctly entered in the phone’s settings.

  1. Check Network Connection:

    • Ensure the phone is connected to the network and can access the internet.

  2. Check PBX Server Status:

    • Verify that the PBX server is operational and accessible from the network.

  3. Check Firewall Settings:

    • Ensure that the necessary ports (typically 5060 for SIP) are open on the firewall.

5. Poor Call Quality

Symptoms: - Echo, jitter, or choppy audio during calls. - Delayed audio or dropped calls.

Troubleshooting Steps: 1. Check Network Bandwidth: - Ensure that there is sufficient bandwidth available for VoIP traffic. - Avoid heavy network usage during calls (e.g., large downloads/uploads).

  1. Enable QoS (Quality of Service):

    • Configure QoS settings on the router to prioritize VoIP traffic.

  2. Check for Network Congestion:

    • Identify and resolve any network congestion issues that might be affecting call quality.

  3. Test with a Wired Connection:

    • If using Wi-Fi, switch to a wired Ethernet connection to see if call quality improves.

6. Calls Dropping

Symptoms: - Calls are unexpectedly disconnected. - Frequent call drops.

Troubleshooting Steps: 1. Check Network Stability: - Ensure a stable internet connection without frequent drops.

  1. Check SIP Expiry Timer:

    • Verify and adjust the SIP registration expiry timer settings on the phone.

  2. Update Firmware:

    • Ensure both the phone and the router have the latest firmware updates installed.

  3. Consult ISP:

    • Contact your internet service provider to check for any issues with your internet connection.