Troubleshooting Guide

Table of Contents

Collect Basic Information

Diagnose Problem

2. Network
3. Audio
4. Display

Collect Basic Information

  • What is the phone model? (5004 / 5006 / 5008 / 5010 dark faceplate / 5010 light faceplate / 5010W)
  • What is the firmware version?
  • What is the phone's MAC address?
  • When was the phone first installed?
  • When did the problem first occur?
  • What other devices are connected to the phone? (add-on module / computer / wired headset / wireless headset / bluetooth headset)

Diagnose Problem

1.0 Power Up Issue

1.1 Unable to power up

  • If powered by POE then switch to power adapter.
  • If powered by power adapter then switch to POE.
  • If still fails, provide a short video showing the problem.
  • RMA after confirmation with E-MetroTel support.

1.2 Freeze during bootup

  • Provide a picture of the frozen screen.
  • Not hardware issue. Contact E-MetroTel support.

1.3 Continuous reboot

  • Not hardware issue.
  • Remove the network cable and power the phone with the power adapter only.
  • When the LCD screen displays "Initializing..." wait 10 seconds then press the # key 3 times followed by holding the * key for 10 seconds and release.
  • If still fails, provide a short video showing the problem.
  • Contact E-MetroTel support.

2.0 Network Issue

2.1 No Network on INTERNET port

The symptoms would include:

  • Network Down message displayed
  • IP address 0.0.0.0

Troubleshooting steps:

  1. Perform a factory reset of the phone. (XSTIM factory reset / SIP factory reset)
  2. Set the phone to static IP address 192.168.0.100/24 and set a computer to static address 192.168.0.101/24.
  3. Connect network cable from computer to the phone's internet port. Check if Network Down message still displayed on phone.
  4. From the computer PING 192.168.0.100.
  5. Confirm the network cable is not faulty.
  6. Report results of above steps and RMA after confirmation with E-MetroTel support.

2.2 No Network on PC port

The device connected to the PC port may exhibit one of the following symptoms:

  • IP address not obtained
  • Cannot access the network (internet)

Troubleshooting steps:

  1. Set the phone to static IP address 192.168.0.100/24 and set two computers to static addresses 192.168.0.101/24 and 192.168.0.102/24.
  2. Using two network cables, connect one computer to the Internet port and the second computer to the PC port.
  3. From one computer ping the other computer and vice versa.
  4. Confirm the network cables are not faulty.
  5. Report results of above steps and RMA after confirmation with E-MetroTel support.

2.3 No Connection to Expansion Module

The expansion module displays Network Down message.

Troubleshooting steps:

  1. Confirm the network cable is not faulty.
  2. Switch the PC port to BRIDGE mode and connect a computer to the PC port.
  3. If computer has no network then RMA after confirmation with E-MetroTel support.

3.0 Audio Issue

STEP ONE

Perform a factory reset. (XSTIM factory reset / SIP factory reset)
If problem is not resolved, proceed to STEP TWO.

STEP TWO

Login to the phone menu and navigate to Factory Factory Function screen.

Perform the Audio Loopback test.

1. Press left/right arrow navigation key to turn on the audio loopback test, speak into handsfree microphone.
- All key LEDs, power LED and mute button turn RED.
- Handsfree speaker echoes what is spoken into microphone.
2. Pick up handset and speak into the transmitter.
- All key LEDs, power LED, headset and message buttons turn GREEN.
- Handset receiver echoes back what is spoken into transmitter.
3. Replace handset into cradle. Press headset button,
- All key LEDs turn orange, power LED turns GREEN/RED.
- Message and headset buttons turn GREEN and mute button turns RED.
4. Press talk button on headset and speak into headset microphone.
- Headset earpiece echoes back what is spoken into microphone.
5. Press left/right arrow navigation key to exit test.

 

If test fails, then continue with STEP THREE. If test passes, not a hardware issue, contact E-MetroTel support for further analysis.

STEP THREE

Handset

  • Check if problem is due to a faulty handset. Replace handset and test. Test original handset with a working phone.
  • Check if problem is due to a faulty handset cord. Replace cord and test. Test original cord with a working phone.
  • If both handset and cord are good, then fault is likely in the handset port on the phone. RMA after confirmation with E-MetroTel support.

Wired Headset

  • Check if problem is due to a faulty wired headset. Test the wired headset with a working phone.
  • Plug the handset into the headset port and repeat the Audio Loopback test.
  • If test fails, RMA after confirmation with E-MetroTel support.
  • If test passes, contact E-MetroTel support for further analysis.

Speaker

  • If Audio Loopback test for speaker fails, then RMA after confirmation with E-MetroTel support.

4.0 Display Issue

4.1 Distorted / Blank / Black Screen

STEP ONE

Perform a factory reset. (XSTIM factory reset / SIP factory reset).
If problem is not resolved, proceed to STEP TWO.

STEP TWO

If the phone has an expansion module and powered using the power cable, disconnect the expansion module.

If the phone is powered by POE, switch to power adapter.

If the phone is powered by power adapter, switch to POE.

If problem is not resolved, proceed to STEP THREE.

STEP THREE

Take a video of the phone showing the following:

  • The wired connections on the back of the phone
  • The screen display when pressing a button on the keypad, lifting and replacing the handset.

RMA after confirmation with E-MetroTel support.

4.2 Abnormal Font / Background / Icon

This is not a hardware issue.

5.0 Hookswitch / Button Issue

Login to the phone menu and navigate to Factory - Factory Function screen.

Perform Test Keys and report the results.

1. Press the Start softkey to start the test.
- All key LEDs, message, headset and speaker buttons turn GREEN.
- LCD screen displays all the available key labels.
2. Press all keys on the phone one at a time.
- As each key is pressed, the corresponding label on the LCD is removed from the display.
3. Pick up and replace handset
- This action removes the last 2 labels on the display screen and completes the test.
 

Retrieve the syslog file at debug level, then RMA after confirmation with E-MetroTel support.