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

Depending on the nature of the problem being experienced, not all the following sections will be required to be completed.
 

1.0 Power Up Issues

1.1 Unable to power up

POE Power

• Replace the network cable.
• Try a different POE port.
• Try a different POE switch.
• Power up using a power adapter instead of POE.
• Open a ticket and report the above results requesting RMA and confirmation with E-MetroTel support.

Power Adapter

• Check the power adapter meets the specifications (AC 100~240V input and DC 5V/1.2A output)
• Replace the power adapter.
• Try powering up using POE.
• Open a ticket and report the above results requesting RMA and 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. Check the network cable is plugged into the INTERNET port (not the PC port).
2. Perform a factory reset of the phone. (XSTIM factory reset / SIP factory reset)
3. Set the phone to static IP address 192.168.0.100/24 and set a computer to static address 192.168.0.101/24.
4. Connect network cable from computer to the phone's internet port. Check if Network Down message still displayed on phone.
5. From the computer PING 192.168.0.100.
6. Confirm the network cable is not faulty.
7. Report results of above steps and open a ticket requesting RMA and 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. Perform a factory reset of the phone. (XSTIM factory reset / SIP factory reset)
2. Prepare an unmanaged switch or router with the following:
          a. Ports that do not have PoE
          b. LED to indicate the link status of the port
3. Power up the phone using the power adapter.
4. If the phone has Wifi capability, make sure Wifi is turned OFF.
5. Connect the PC port of the phone to the unmanaged switch or router.
6. Take a video showing the following:
         a. the LED indicator of the port on switch/router
         b. the PC port of the back of the phone
         c. the screen display of the phone
7. Visually inspect the pins of the PC port to check if they are recessed.
8. Report results of above steps and open a ticket requesting RMA and confirmation with E-MetroTel support.

2.3 No Connection to Expansion Module

The expansion module displays Network Down or Cannot connect to phone message.

Troubleshooting steps:

1. Check the network cable is plugged into the UPLINK port on the expansion module and plugged into the PC Port on the main phone.
2. Confirm the network cable connecting expansion module to main phone is not faulty.
3. Remove all cables connecting expansion module to the main phone.
4. Power up the expansion module using the power adapter (do not use power cable that connects to main phone)
5. After expansion module successfully powers up, then connect the network cable from expansion module to the main phone.
6. If it still fails, perform a factory reset on the main phone. (XSTIM factory reset / SIP factory reset)
7. After the main phone is up, login to phone's web interface, navigate to Network -> PC Port and change PC Port from As Bridge to Connect to Expansion Module.
8. If still fails, connect a computer to the PC port.
9. Check if computer has network.
10. Report results of above steps and open a ticket requesting RMA and confirmation with E-MetroTel support.

3.0 Audio Issue

STEP ONE

Check the handset is plugged into the handset port (not the headset port).
Plug the phone's network cable into a different network port, choose a network port that has been tested using a different phone with no audio issues.

STEP TWO

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

STEP THREE

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

Perform the Audio Loopback test.

STEP FOUR

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. 
• Report results of above steps and open a ticket requesting RMA and 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, report results of above steps and open a ticket requesting RMA and confirmation with E-MetroTel support.
• If test passes, contact E-MetroTel support for further analysis.

Speaker

• If Audio Loopback test for speaker fails, then open a ticket requesting RMA and 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.

Report results of above steps and open a ticket requesting RMA and confirmation with E-MetroTel support.
.

4.2 Abnormal Font / Background / Icon

This is not a hardware issue.

• Perform a factory reset. (XSTIM factory reset / SIP factory reset)
• Downgrade the firmware.
• Take a picture of the phone display, take a screenshot and retrieve the syslog file.
• Contact E-MetroTel support for further analysis.

5.0 Hookswitch / Button Issue

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

Perform Test Keys and report the results.

Retrieve the syslog file at debug level, then

1. Report results of above steps and open a ticket requesting RMA and confirmation with E-MetroTel support.