General troubleshooting for deskphones ====================================== If you encounter any of the following issues when setting up or using a deskphone, try the troubleshooting tips below. Call quality issues ------------------- If you are experiencing call quality issues, such as garbled audio or one-way audio, visit [Troubleshooting audio quality for deskphones](https://support.ringcentral.com/article-v2/Troubleshooting-audio-quality-for-deskphones.html?brand=RingCentral&product=RingEX&language=en_US "") to determine if it's a network issue. If that doesn't work, this indicates a problem with the phone. Reach out to [Support](https://support.ringcentral.com/contact-support.html "") for help. Screen is blank --------------- If the screen on your phone is blank: * Pick up the headset to check if it's in Power Saver Mode. * Check for a dial tone / hands free dial tone. If you have a dial tone, but the screen is blank, this indicates a broken screen. * Check the phone is being powered either from the Power Cord or the Ethernet PoE. (To test this, use a known working device in the same port.) Wrong time and date ------------------- If you don't have the correct time and date, your phone won't be able to connect toRingCentral's secure servers. * Check that the Ethernet and optional power cable are connected. * Follow these steps to make sure your network isn't blocking access to public or RingCentral NTP servers: * In section 9 of the [RingCentral NTP servers](https://support.ringcentral.com/article-v2/Network-requirements.html?brand=RingCentral&product=MVP&language=en_US "") guidelines, refer to **RingCentral Phones - desk, conference, and cordless**. No dial tone ------------ If you don't hear a dial tone: * Make sure the phone's power cord is securely plugged into a working outlet or power source. * Turn up the volume on your handset. * Try using the speakerphone. * Try using an external headset. If you can hear a dial tone on the other devices, this indicates a problem with the handset or handset cable, which may need replacing. Dialing issues -------------- For other general dialing issues: * **Make sure you're dialing the full and correct number** . This may be an internal extension number or an external phone number. Note: You don't need to dial 9 for an outside line. * **Check if you can dial an internal extension.** * If you can dial an internal extension, [check if you can dial an external number](#topic_10_check-external-number ""). * If you can't dial an internal extension and do NOT have a dial tone, complete a [factory reset](https://support.ringcentral.com/factory-resetting-your-deskphone.html ""). * **Check if you can dial an external number.** * If you can dial an external number, your phone has been set up correctly and is ready to use. * If you can't dial an external number, check [RingCentral Predefined User Roles and Permissions](https://support.ringcentral.com/article-v2/10638-user-roles-permissions-predefined-roles.html?brand=RC_US&product=RingCentral_MVP&language=en_US ""). Note: Standard user permissions do not include international dialing access. URL call is disabled error -------------------------- This error means the phone can't reach RingCentral's servers. It may be due to a dropped internet connection, DNS problems, or blocked ports on your network. * Check the physical connection. * Make sure the Ethernet cable is securely connected to the phone's LAN port. * On the deskphone, open the **menu** and find the network or status section to check if the **LAN port** is active. Example for Poly phones: Go to **Menu \> Status \> Network \> Ethernet** and confirm the LAN port is active. * If using an Ethernet wall outlet, try plugging directly into the router or modem. * Try a different port on the modem/router or test with another working phone. * Check the IP address. * On the deskphone, open the **menu** and locate the network settings to verify that the device has an IP address and that **DHCP** is turned on. Example for Poly phones: Go to **Menu \> Status \> Network \> TCP/IP Parameters \> IP**and confirm DHCP is enabled. * If no IP address appears, restart the phone. * If there's still no IP, check your router's DHCP settings to confirm enough IP addresses are available. * Test DNS resolution. * On a computer on the same network, open the Command Prompt or Terminal. * Type: ping sip.ringcentral.com * If it times out, type: ping 199.255.120.146 * If only the IP works, the issue is with your DNS server. * Update your router's DNS settings to use Google (8.8.8.8) or Level 3 (4.2.2.2) DNS. * Check routing. If you can't ping either the domain or the IP, set up port triggering on your router to open: * UDP 5060--5090 * UDP 16384--16482 No ringing tone on incoming calls --------------------------------- If the phone doesn't ring, but you can hear the other person when the call is answered: * Check the volume. * Press the + button to raise the volume. Watch the screen to see if the volume indicator moves---this confirms the button is working. * If the button doesn't respond, try restarting your phone. * Select an audible ringer source. **Poly example**: * Press the **Home** button, then go to **Settings \> Basic \> Preferences \> Audible Ringer**. * Choose the device (for example, handset or speaker) where you want to hear the ringtone. Note: Instructions may vary by phone model. * Make sure *Silent Ring* isn't selected. * Press the **Home** button, then go to **Settings \> Basic \> Ring Type**. * If *Silent Ring* is selected, pick another tone. * Test the ringtone. * Select a ring type and click **Play** to preview it. * Place a test call to check if you now hear the ringtone. If the phone still doesn't ring, the hardware may be faulty. Please contact [Support](https://support.ringcentral.com/contact-support.html "") and provide the device's serial number.