MITvoip User Guide Troubleshooting

On this page:

Overview

To get technical help, send email to telephone-help@mit.edu or call 3-HELP (617-253-4357).

You can resolve some problems on your own, as described below.

Search the Online Help

• Go to the MITvoip Stock Answers and search for information related to your problem.
• If your problem is related to a particular feature, browse the topics in the MITvoip Telephone User Guide.

Reboot Your Phone (Power Cycling)

Sometimes, rebooting a phone can fix a problem. Rebooting "resets" the phone and uploads any new software updates or patches.

Note: Your call lists will be cleared from your phone when you reboot (although they will still be available via the MITvoip Console. Be sure to save any contacts you want to keep in your directory before rebooting. Also, the volume levels will return to the default settings.

Do one of the following:

• Use the Menu option:
  1. Press Menu.
  2. Select Settings.
  3. Select Basic.
  4. Select Restart Phone.
  5. Answer Yes to the "Are you sure?" question.
• Hold down a key combination for more than three seconds until you hear a beep:
  1. On Polycom SoundPoint models 650 and 550, simultaneously press and hold the Messages, Mute, and Volume +/- buttons.
  2. On the Polycom SoundPoint 430, simultaneously press and hold the Messages, Hold, and the Volume +/- buttons.
     (Your phone's model number is on a sticker on the back. If you can't find it, consult Identifying Your Phone's Model.)
• If your phone has a power cord and a network (Ethernet) cable, unplug either end of the power cord and then plug it in again.
• If it has only an Ethernet cable, unplug either end and then plug it in again.

Your phone will reboot, and the progress will be shown on the display. This process may take several minutes.
If this does not resolve the problem, continue on to the next section or contact Telephone Client Support at telephone-help@mit.edu or 3-HELP (617-253-4357).

Check Your IP Address

1. Press Menu.
2. Select Status.
3. Select Network.
4. Select TCP/IP Parameters.

The display will show you several pieces of information. Look at the first item, "IP." If there is no number displayed then your phone has a network problem and you should write to telephone-help@mit.edu or call 3-HELP (617-253-4357) for technical assistance.

Find Your MAC Address

Each phone (device) has a unique MAC address. This address is needed to use the SIP Device Management page. It may also be requested by IS&T staff to help them identify a particular phone.

To find your address, do one of the following:

1. Look for the twelve-digit serial number over the barcode on the back of your phone.
2. Use the Menu option:
   1. Press Menu.
   2. Select Status.
   3. Select Network.
   4. Select Ethernet.
      Result: This display will show you several pieces of information. Look at the first item, MAC.