Troubleshooting Chorus deskphones

  1. Is there anything on the display? if not, the phone is not getting power.

     Test the phone in a port where a Chorus phone is working. 

     If this still does not work, please raise a Chorus phone fault

 

     2. Does the phone boot up but show an error on the display, e.g. RA2, LI1?

     See the Error Codes listed below for instructions for how to resolve

 

     3. Is the phone physically broken, e.g. the call does not pick up when you pick up the

     handset, or the network cable falls out?

     Please raise a Chorus phone fault

 

     4. Is the phone screen display stuck at boot?  Follow these instructions: fix phones stuck in boot

ERROR CODES

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Network Problem ​- this error occurs when the phone cannot talk to the servers at all.

To fault find:

Check the IP address here, this should confirm whether the phone is getting an IP address or not.

Has the phone been recently moved? It may be a faulty patch lead, patching or network configuration (point 1. will confirm)

Does the phone work in a ‘known working port’ i.e. a port that has a working Chorus device in situ.

If the phone does not, it may be a fault with the phone itself; please raise an LI1 fault

This is a result of a password mismatch between the phone and the server. This can be solved by fixing RA2 errors in phoneman.

This is a combination error. To fault find, please check point 1 below before raising a ticket if required in point 2 below.

This error occurs because:

1. The extension format has been entered incorrectly:

The extension must be entered in the correct format as follows:

  • 44186527xxxx
  • 44186528xxxx
  • 44186561xxxx

Frequent examples of extension format input errors that will NOT register:

  • 441865212345 - last 5-digits prefixed by 2 (when should be a 6, i.e. 441865612345)
  • 00441865612345 - incorrect leading 00
  • 01865612345 - incorrect 0 instead of 44
  • 12345 - only 5 digits entered

First, factory reset the device:

​​Follow these steps to perform a factory reset of the Unify phone:

  1. ​​Hold 289 keys down at the same time.
  2. ​​The phone will then ask for a reset password.
  3. ​​​​Type 124816, press OK, and the phone will reset back to asking for the terminal number.

Next, enter the university extension number (terminal number), in the format:

    44186527xxxx

    44186528xxxx

    44186561xxxx

2. The phone is missing some configuration detail which can only be solved by contacting the Chorus team.

To help the support team fix this, please get  the IP address, and include this in the ticket via raising an RG2 RS2 fault

The phone cannot connect to server. Could be either 1 or 2 :

 

1. The extension format has been entered incorrectly:

The extension must be entered in the correct format as follows:

  • 44186527xxxx
  • 44186528xxxx
  • 44186561xxxx

Frequent examples of extension format input errors that will NOT register:

  • 441865212345 - last 5-digits prefixed by 2 (when should be a 6, i.e. 441865612345
  • 00441865612345 - incorrect leading 00
  • 01865612345 - incorrect 0 instead of 44
  • 12345 - only 5 digits entered

First, factory reset the device:

​​Follow these steps to perform a factory reset of the Unify phone:

  1. ​​Hold 289 keys down at the same time.
  2. ​​The phone will then ask for a reset password.
  3. ​​​​Type 124816, press OK, and the phone will reset back to asking for the terminal number.

Next, enter the university extension number (terminal number), in the format:

    44186527xxxx

    44186528xxxx

    44186561xxxx

2. The network port needs configuring/patching.

The IP address will indicate whether the configuration/patching is correct or not (does it get a Chorus IP address?).

If this is still an issue after completing the above steps, please send a ticket by raising an RF2 error

 

 

No number configured. The extension must be entered in the correct format as follows:

  • 44186527xxxx
  • 44186528xxxx
  • 44186561xxxx

If the phone is not prompting for a terminal number, the phone can be factory reset (see below), and the phone will prompt for a terminal number when it restarts

 

 

​​Follow these steps to perform a factory reset of the Unify phone:

  1. ​​Hold 289 keys down at the same time.
  2. ​​The phone will then ask for a reset password.
  3. ​​​​Type 124816, press OK, and the phone will reset back to asking for the terminal number.

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