Desk phone not working

A desk phone needs power, a network connection, and its setup from Dial Raven to work. When one is missing, the phone may show an error, show no extension, or have no dial tone. These steps fix most cases.

Signs the phone isn’t connected

• No dial tone, or a “no service” or “registration failed” style message.
• The screen doesn’t show your name or extension.
• The phone can’t make calls, or calls to your extension don’t ring it.

Step 1: Check power and cables

1. Make sure the phone’s screen is on.
2. Check that the network cable is firmly plugged into the phone’s internet port (often labeled LAN or Internet) and into the wall or switch.
3. If the phone gets power from the network cable, try a different wall jack or switch port.
4. If you have a computer plugged into the phone’s PC port, check it still has internet. If not, the problem is the network, not the phone.

Step 2: Restart the phone

1. Unplug the power (or the network cable, if that powers the phone).
2. Wait 10 seconds.
3. Plug it back in and give it a couple of minutes to start up.

Heads up: Don’t factory reset the phone unless Dial Raven support asks you to. A reset can erase its setup.

Step 3: Check your internet

• Can other devices in the office reach the internet?
• If everyone’s phones are down at once, restart your modem and router, then restart the phones.
• Run the Network Health Check from a computer on the same network.

Step 4: Check your router

Some routers include a feature called SIP ALG (sometimes “SIP Helper”) that interferes with phones. It’s a common cause of phones losing their connection, one-way audio, and calls that drop. Ask your IT person to turn it off, along with the other settings in Firewall and network requirements.

If all the phones stopped working after a power outage, restart your network equipment in order: modem, then router or firewall, then switches, then the phones.

Step 5: Use ConnectUC as a backup

While you sort out the phone, sign in to ConnectUC on your computer or phone. You can make and take calls from your extension right away. See Install ConnectUC on your computer.

Still not working?

Contact support with:

1. The phone’s brand and model.
2. What the screen says (a photo helps).
3. Whether other phones in the office work.
4. Anything that changed recently, like a new router or internet service.

Common questions

I moved my phone to another desk and now it doesn’t work.

Check that the new wall jack is active and connected to the same network. Some jacks aren’t live. Try the old spot to confirm the phone itself works.

I got a new phone. How do I set it up?

New phones need to be added to your account first. See Set up a desk phone or ask your admin.

Do Not Disturb keeps turning on by itself.

This usually comes from the desk phone’s DND button or settings. Contact support and we’ll adjust it.

Related articles

• Set up a desk phone
• Choppy or one-way audio
• Firewall and network requirements
• Contact Dial Raven support