Troubleshooting Tips

VOIP Tool Kit

This page provides a list of tools that are useful for troubleshooting issues.

UCx File Locations

This page provides the location of files on the UCx system. for example system recordings, backup files, etc.

Retrieving Log Files

This page provides instructions on how to retrieve and send log files to E-MetroTel support.

Check System Logs and Use Stamp Log

To troubleshoot issues, you can find errors/hints in the log files. You can also ask users to timestamp their problem by using the Stamp Log feature code.

Check System License

One of the first things to check when troubleshooting a system is the licensing.

Using the FPD to reset Telephony Service

If you have a UCx50E or UCx20 server with a Front Panel Display (FPD), the Telephony Service can be restarted from the FPD.

Using the FPD to reset network configuration

If you have a UCx50E or UCx20 server with a Front Panel Display (FPD), the network configuration can be reset from the FPD.

Using the FPD to reset admin password

If you have a UCx50E or UCx20 server with a Front Panel Display (FPD), the admin password can be reset from the FPD.

UCx Server not processing calls

If your phone system  is not processing calls, you should restart the Telephony Service by performing the following steps:

Unable to Get Software Updates

If you are getting a failure when you are performing a Software Update, check the following:

Unable to Send Voice Mail Notification

If you are not receiving e-mail notification about voicemail messages, check the following:

Unable to View Web Based Configuration Utility

If you are unable to access the Web Based Configuration Utility, check the following:

Voice Quality Problems

If you have voice quality issues, check the following:

Unexpected call failures and registration problems

If you have phone registration problems or incoming call failures, then read this page.

CLID issues with PSTN trunks

If you are having Caller ID issues with your PSTN trunks, you may need special configuration for the driver. Perform the following steps to configure the driver: 

Speech path issues on SIP Trunks

If users are experiencing speech path issues on SIP trunks, please check the following:

Speech path issues on Remote phones

If users are experiencing speech path issues on Remote phones, please check the following:

DID calls not terminating

If calls to a DID number are not terminating, please perform the following troubleshooting steps: