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  • Phone can't get an IP address

    • Issue Summary

    Customers may meet the problem that when connecting to a switch port, the phone can’t get an IP address automatically.

     

    • Possible Causes

    Phone Hardware issue

    Phone configuration issue

     

    • How to Resolve

    1.Connection Test

    Connect a network cable to phone, if it doesn’t work, try the network cable in another network device. If the issue is same, please check the cable and your network environment.

    2.Hardware Test

    Configure a static IP address to the phone and connect a PC to phone PC port, then configure static IP address in PC with the same subnet, if the phone still can’t be accessed it should be a hardware problem. Please contact your vendor or local distributor and send the problem description for help.

    For how to configure static IP, please refer to FAQ “How to configure IP address for an ALE phone”

    3.Configuration Issue

    Try to do a factory reset to the phone and check again. There may be a wrong configuration in the phone. For the method to reset the phone, please refer to FAQ ” How to reset the administrator password”

    If still not work, please check the LLDP and VLAN options (Enable/Disable/VLAN ID) to see whether the issue can be solved or not, for more details, please refer to FAQ “How to configure VLAN settings for ALE phones”

     

    • More

    If still any issue you meet, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com.  

     

    • Supported Models

    8008 CE/8008G CE/8018 CE/8058S CE/8068S CE/8078S CE/H2 /H2 P/M3 /M5 /M7

     

    • Firmware Version

    All version

  • SIP account registered failed

    Issue Summary

    Phone booted up, but on the LCD side, always show “No Service”

     

    Possible Causes

    Phone SIP account not configured or registered failed.

    Common error:

    1: User name or register name not correct

    2: Password not correct

    3: SIP server address or outbound server address not configured or incorrect

    4. All account parameters are correct but phone can’t connect to PBX server side

     

    How to Resolve

    1.Check with your service provider and make sure all necessary SIP account parameters are correct, details below:

    User Name: It is account name provided by SIP PBX for registration

    Register Name: It is an authenticated ID provided by SIP PBX for registration

    Password: It is the authenticated key provided by SIP PBX for registration

    Server Host: It is the server address of PBX provided by SIP PBX for registration

    SIP Server Port: It is the register port provided by SIP PBX for registration

    Outbound Proxy Address: It is the outbound server address if needed

     

    2.Please try to choose other transport mode(UDP/TCP/TLS) to see if issue solved or not

    3.Please try to register another SIP account to see if it is the account issue.

    3.Please check if your phone network can connect PBX normally or not , you can try to ping the server host to see if it is OK, if no, please connect your IT manager for help first

     

    More

    If the issue still not solved, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com.  

    Supported Models

    8008 CE/8008G CE/8018 CE/8058S CE/8068S CE/8078S CE/H2 /H2 P/M3 /M5 /M7

    Firmware Version

    All version

  • Phone registered and unregistered frequently

    Issue Summary

    Customers may meet the situation that the SIP account of the phone registered and after some time, it suddenly unregistered, then registered automatically, switch between them frequently which may cause the call failed at some time.

     

    Possible Causes

    1.Network not stable

    2.Server side disabled the account

    3.Check with your IT manager to solve the network issue

    4.Set “Keep Alive” parameter to a shorter time like 30

     

    How to Resolve

    1.Check with your IT manager to solve the network issue

    2.Set “Keep Alive” parameter to a shorter time like 30

    For Halo phones:

        Line -> SIP -> Keep Alive Interval

    For Myriad & Cloud Edition phones:

        This parameter can only be modified through auto provision

    3.Set the “Register Expire Time” parameter to a shorter or longer time

    For Halo phones:

        Line -> SIP -> Register Settings -> SIP Sever 1 -> Registration Expiration:

    For Myriad & Cloud Edition phones:

        Account -> Basic -> Register Expire Time

    Note: Please check with your service provider to see if they have limitation on this as for some PBX, send Register message too frequently will cause the PBX forbidden the account.

     

    More

    If the issue still not solved, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com.  

    Supported Models

    8008 CE/8008G CE/8018 CE/8058S CE/8068S CE/8078S CE/H2 /H2 P/M3 /M5 /M7

    Firmware Version

    All version

  • How to adjust default SIP account

    Issue Summary

    Customers may register more than 1 SIP accounts in one devices. Generally, the account 1 is the default account. But sometimes user needs to switch the default account so that user can make call easily. This FAQ will show you how to adjust the default SIP account.

     

    Possible Causes

     

    How to Resolve

    You can change the default SIP account through the web UI of ALE phones, details below:

    1.For Halo phones:

    Phone settings -> Features -> Basic Settings -> Enable Default Line

    Phone settings -> Features -> Basic Settings -> Default Ext Line

     

    2.For Myriad & Cloud Edition phones:

    Account -> General -> Default Account

     

    More

    If the issue still not solved, please feel free to contact ALE support team for further support at support.alesip@al-enterprise.com

    Supported Models

    8008 CE/8008G CE/8018 CE/8058S CE/8068S CE/8078S CE/H2 /H2 P/M3 /M5 /M7

    Firmware Version

    All version

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