Basic Troubleshooting on Yealink Deskphones
General
Basic Troubleshooting on an IP Phone comes down to a few standard points:
- Reboot/Reset
- No Power
- No Network
However, as you can imagine there are different reasons that cause the issue, and some can already be resolved with basic troubleshooting.
Additionally in order to have hardware RMA accepted by Yealink, it is necessary to have video/photo proof of the issue.
Basic Troubleshooting on IP Phones also requires a very small amount of physical work on the phone, we therefore quickly look at the basics on the phone:
Back:
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Front:
| T3x Series Multifunction area containing:
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| T4x Series Multifunction area containing:
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| T53/T53W/T54W Multifunction area containing:
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| T57W/T58/VP59 High End Series phones have a Touch screen. All navigation will be done via the Touch screen. The only actual key to be used is the 'Redial' button in case the device needs to be factory defaulted. |  |
Below we will group these issues into one of the points above:
| General issues (Hardware issues) | Keys not working Screen Frozen Headset has no Audio Can't answer calls on Handpiece (Cradle/Hook switch not working) Faulty screen (phone works but screen is black, color issues, stripes, ..) | Possible Fix:
|
| Audio issues | Handpiece has no audio/one way audio | Check handpiece from a different phone/ check Handpiece on another phone |
| Audio issues | Headset not working Headset not Recognized | Check Headset on other phone |
| Power issues | Device unresponsive | Powered up? |
| Network issues | Device is up, Red Network Icon | No Network |
General issues (most hardware issues)
In this section we will look at the list above and tell you what needs to be done to define faulty or not and how to go ahead once issue is confirmed.
Keys not working | If you witness that one or more keys are not working (Keys on phone body or on the screen section), reboot the phone by either unplugging the network or power cable in the back and plug them back in. Check if the keys are working now. If the error persists make a movie, replicate the issue and send:
to: support@aatroxcommunications.com.au |
Screen Frozen | If your devices' screen is not responding or is reacting slow, please try the following:
If the error persists make a movie, replicate the issue and send:
to: support@aatroxcommunications.com.au |
Can't answer calls on Handpiece | If you witness an issue where the call is not answered/ended automatically when the Handpiece is taken from/placed on the Cradle and you have to answer the call by pressing 'Answer' on the Screen or using the Headset, this links to a faulty Hook-switch. Make a movie, replicate the issue and send:
to: support@aatroxcommunications.com.au |
Faulty Screen | If you witness any Screen errors:
Make a movie, replicate the issue and send:
to: support@aatroxcommunications.com.au |
| EXP (Expansion) Module not recognized/working | If you witness that one or more Expansion Modules are not working properly, don't get recognized, are delayed/slow reacting:
If the issue still persists after the steps above, make a movie, replicate the issue and send:
to: support@aatroxcommunications.com.au |
Audio issues
Audio issues generally link to Handpiece, Speaker & Headset.
Headset has no Audio | If you witness an issue where the Headset is not working, follow the steps below:
If the Headset seems to be the issue, please see here for Troubleshooting of Headsets. If the error persists make a movie, replicate the issue and send:
to: support@aatroxcommunications.com.au |
Headset not Recognized | If you witness an issue where the Headset is not recognized, follow the steps below:
If the Headset seems to be the issue, please see here for Troubleshooting of Headsets. If the error persists make a movie, replicate the issue and send:
to: support@aatroxcommunications.com.au |
Handpiece has no Audio | If you witness the issue that the Handpiece has no, sporadic, 1-way Audio or static on the Audio, follow the steps below:
If the error persists make a movie, replicate the issue and send:
to: support@aatroxcommunications.com.au |
Power issues
If you witness an issue where the phone shows no sign of 'Life', e.g. no active screen, no dial tone on Handpiece or Speaker, no Key tones, ... Please follow the following steps:
Using 5V PSU:
| Is the plug fully plugged into the phone? | Check if the plug is fully pushed into the phone: |
| Does the plug sit snug inside the port? | Being able to move the plug sideways or up and down would indicate to not use the correct plug/PSU -> ensure the correct PSU is used |
| Is the wall socket delivering 230V? | check another wall socket with the PSU or plug something else into the actual wall socket |
| Does another phone power up on this 5V cable? | Yes: -> Phone possibly faulty No: -> PSU possibly faulty |
| Is the correct PSU unit used? | Only Yealink 5V2A is valid. |
| Check the power cable between the Power adapter and the phone on possible damage/pinches | Physical damage generally is excluded from warranty as it links to inappropriate treatment/handling of the device. Contact us to order a new PSU |
Powered using Network cable (POE):
| Is the RJ45 plug fully plugged into the phone? |  |
| Does the plug sit snug inside the port? | Is the little nozzle missing on the plug and the cable comes out by itself? This missing 'link' often causes the cable to slip out by itself and forces the phone to stop working. |
| Is the RJ45 plug plugged into 'Internet'? |  PC port is only to connect a PC via the Phone in case there is only 1 Network cable available! |
| Does another phone power up on this cable? | No: Does the other Phone use a PSU? Check if a PC/notebook receives internet access via the cable, if so then network is available and most likely no POE to feed the phone Also check the network cable between the wall socket and the phone on damage/pinches Yes: Phone can be considered as faulty Send:
|
| Does it need to be fed with 5V, check with other phones. | If a computer or Notebook can access the internet using the network cable it can be that there is no POE switch onsite, and the other phones all use 5V already. -> Check the other phones and with your IT |
| Check the Network cable between the wall socket and the phone on possible damage/pinches | In case the network cable is damaged, contact your IT support. |
Based on your findings you can determine if the issue is non-related to the phone (Phone or PSU) or if it is related to the Network/infrastructure.
Phone/PSU related:
Make a movie, replicate the issue and send:
- Movie
- MAC Address (not if PSU is requiring replacement)
- Issue description/How to replicate issue
to: support@aatroxcommunications.com.au
Network issues
Network issues are issues that can come along in the following combination:
- Phone uses Network cable only (Network cable also delivers Power)
- Phone uses Network cable for Network and 5V PSU for power
- Phone uses Wi-Fi for Network and 5V PSU for Power
While option 1 and 2 are considered very stable, due to cables being used. Option 3 is not advised for Voice communication, as Voice undergoes Real-Time packet transmission and Wi-Fi generally can have issues and flaws in delivering Real-Time based on:
- Weak Signal
- Shared data load with others - limited bandwidth, which results in cut out audio or robotic voice
The Golden Rule of VoIP is: Use a cable!
However, the network issues we look at here are generally basic and mainly focus on point 1 and 2:
Phone has power but no Network, as indicated by the red Network plug | Check how the Phone is powered up: With 5V PSU: The cable is not properly connected to the network switch. Check if a PC/Notebook can access the internet. Check with your IT Via POE: Check with your IT Optional: The network port of the phone could be faulty (not receiving an IP anymore), this has to be confirmed by your IT. In this case send:
to: support@aatroxcommunications.com.au |
Phone used to work, but not registering anymore, although showing no network error | On the Models T3x/T4x/T53/T53W/T54W from the Main Screen click on the OK button (see on top of the page) and check the IP address of the Phone under IPv4 and confirm with your IT that the IP is in the correct Subnet: On T57W/T58 & VP59 Models click on Menu  then choose Status  then find the MAC address there  Also here, check with your IT department if the IP is in the correct subnet If you encounter this issue there can also be a different reason for the device loosing registration. After you checked if the IP address is within the correct network, please contact us via Phone or e-mail to see if your WAN IP has been blocked for any reasons. |
Further Support
Factory Reset After you contact us, we get back to you in certain situation and ask you to perform a Factory reset. | T3x/T4x/T53/T53W/T54W: From the Main Screen, long click (5-10s) on the OK button:  The Phone then will ask for 'Reset to factory setting', confirm with 'OK'  WARNING: DO NOT! Perform a Factory Reset without our advice, this will DESTROY all configured Data on the phone.T57W/T58 & VP59 From the Main Screen, long click (5-10s) on the REDIAL button:  The Phone then will ask for 'Reset to factory setting', confirm with 'OK'WARNING: DO NOT! Perform a Factory Reset without our advice, this will DESTROY all configured Data on the phone. |
| Firmware Version If we ask you what the device's firmware is, this is how it can be found | T3x/T4x/T53/T53W/T54W: From the Main Screen  Click the OK Button   The press the Up or Down button:  On T57W/T58 & VP59 Models click on Menu then choose Status Find the current Firmware used:  |
If none of these steps above helped you to solve the issue or determine the possible fault, contact us under: support@aatroxcommunications.com.au
Adding:
- MAC
- Issue description
- Best way to contact you
The Return Process is:
Once Aatrox considers the device as faulty a Warranty check via Vendor database will be performed
If the device is still under Warranty, an RMA with the Vendor will be raised where fault needs to be proven.
Once fault is confirmed by Vendor based on handed in proof, an RMA will be created.
Customer then sends the device to Vendor for physical confirmation
Warranty disclaimer:
Currently every device has to be shipped from the customer to the Vendor, where it gets tested.
Once fault confirmed the device will be replaced.
If no fault found the device goes back to the customer.
Shipping costs:
Shipping of faulty device to vendor -> Customer
Replacement device if confirmed faulty -> Vendor
If device is not found faulty and is shipped back -> Customer
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