•   2021-03-01 1:26 PM
•  
  • FAQ - English

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There may be a number of reasons why your phone might be offline. Here are some common situations and the steps to resolve them:
If the phone's screen is blank:
This usually indicates that the phone does not have power.
If your phone is not powered through PoE and you use a traditional wall plug:
1. Ensure that the adaptor is properly plugged into the wall.
2. Unplug the adaptor and plug it back in.
3. Try plugging the adaptor into another outlet.
4. If you have another VoxSun phone of the same model, you can replace the power adaptor with another one to check if the adaptor is defective. Before replacing, make sure that the new power adaptor's voltage is 5V. Using an adaptor with the wrong voltage can permanently damage your phone and will not be covered by the warranty.
If your phone is powered through PoE (the power is provided by the network switch):
1. Ensure that the network cable going to your switch/wall socket is plugged into the phone’s "Internet" port and make sure that the cable is fully plugged in until you feel and hear a "click".
2. Try changing the network cable with another known and working network cable, in case the cable is defective.
3. Try plugging the phone into another network port in your router/switch, in case the port is defective.
4. If you are at an office with multiple phones, you can bring your phone to the location of another working phone and plug it in the place of the other phone to check if your network drop is defective.
If the situation is still not resolved after these steps, please contact either your local network administrator or VoxSun's technical support.
If the phone displays "Network Unavailable" on the screen:
This message indicates that the phone does not detect that it is physically connected to a network. Please follow these troubleshooting steps:
1. Ensure that other phones and computers or the network are able to reach the Internet, in case your switch or router is defective.
2. Ensure that the network cable going to your router/switch is plugged into the phone’s "Internet" port and make sure that the cable is fully plugged in until you feel and hear a "click".
3. Ensure that the other end of the cable is properly connected to a switch or router and make sure that the cable is fully plugged in until you feel and hear a "click". Most switches and routers have an LED light corresponding to each port; ensure that the light for this port is on and/or blinking.
4. Try switching the network cable with another known and working network cable, in case the cable is defective.
5. Try plugging the phone into another network port in your router/switch, in case the port is defective.
6. If you are at an office with multiple phones, you can bring your phone to the location of another working phone and plug it in there to check if your network drop is defective.
If the situation is still not resolved after these steps, please call your local network administrator or VoxSun's technical support.
If the phone displays "Obtaining IP Address" on the screen:
This message indicates that, while the phone detects a physical network connection, it was not given an address by the local router.
If this is a phone that you recently moved (for example, between two different office addresses or between a home and an office) and this message only appears on a single phone, it's likely that this is due to the phone being configured to use a VLAN. Contact VoxSun's support so that we can investigate and either remove or add the proper VLAN tag to your phone.
If this is not the case, follow these steps to troubleshoot:
1. Ensure that other phones and computers in the network are able to reach the Internet, in case your switch or router is defective.
2. Ensure that the network cable going to your router/switch is plugged into the "Internet" port of the phone and make sure that the cable is fully plugged in until you feel and hear a "click".
3. Try changing the network cable with another known and working network cable, in case the cable is defective.
4. Try plugging the phone into another network port in your router/switch, in case the port is defective.
5. If you are at home or a small office, try rebooting the switch and router.
6. If you are at an office with multiple phones, you can bring your phone to the location of another working phone and plug it in there to check if your network drop is defective.
If the situation is still not resolved after these steps, please contact either your local network administrator or VoxSun's technical support.
If the phone displays "No Service" on the screen:
This message indicates that, while the phone detects the local network connection, it is unable to reach your VoxSun phone system in the cloud. Another possibility is that the phone's extension is disabled or was cancelled. Follow these steps to troubleshoot:
1. Ensure that other phones or computers in the network are able to reach the Internet, in case you are experiencing an Internet outage.
2. Reboot the phone that has the "No Service" message on the screen.
3. Reboot your network's router and modem.
4. If you are at an office with multiple phones, you can bring your phone to the location of another working phone and plug it in there to check if your network drop is defective.
5. If you are using a router/firewall other than VoxSun's: ensure that the SIP ALG feature is disabled on your router, the correct ports are open on your firewall and that the NAT UDP timeout is set to 120 seconds or higher.
If the situation is still not resolved after these steps, please contact VoxSun's technical support.
If you hear a "There is not enough credit to make this call" voice message after dialing a number:
If you're dialing an international phone number, this means that your international calling credits have been exhausted. Please contact VoxSun's Billing department to refill your international calling credits.
If you're dialing a local extension or local phone number, this means that your account might have been suspended due to a billing issue. Please contact VoxSun's Billing department as soon as possible.
You can reach VoxSun Support by calling 514-600-0155 or by emailing [email protected]
You can reach VoxSun Billing by calling 514-600-0155 or by emailing [email protected]