Troubleshooting

UNK Telecommunications works to offer reliable telecommunications services to campus. The information below will help you diagnose and resolve issues on the rare occasions they occur.

General troubleshooting steps involve testing certain features or equipment components to isolate the source problem.

Dial tone - None

  1. Check connections and volume settings

    • Verify that line, handset, and power cords are all plugged in securely.

    • Verify that the volume on the phone (handset and/or speaker) is turned up. Do the same for your headset if you are using one.

  2. Test for service

    • Try initiating dial tone by pressing your handsfree/speakerphone button if equipped. The presence of dial tone may indicate a problem with your handset or handset cord. Go to step 3.

    • Try calling your number from another phone. If you encounter a busy signal or other error message, submit a service request.

    • Try another similar phone at your jack. If the second phone does not work, submit a service request. If the second phone works, test your phone using the steps below.

  3. Test your phone equipment

    • Try another handset and handset cord on your phone. Use the process of elimination to determine if the replacement of one or both components is necessary.

    • If you have a two-line telephone, note that most two-line phones require power to have dial tone to the second line. Make sure the power cord is plugged securely into the phone and in the power outlet. If you have a two-line telephone with only one working line, make sure that you press the button associated with the working line. 

Dial tone - Stutter or irregular

If you have voicemail and hear a broken or stutter dial tone, it may be an indication that you have a new message. The stutter (irregular) dial tone will go away after retrieving and playing the message. Note that if an extension is shared, the stutter dial tone will continue until all new messages have been played. 

If your phone is equipped with a message waiting indicator light, and you do not want the stutter dial tone, submit a service request.

Phone does not ring / cannot receive calls

  1. Test for service

    • Do you have dial tone? If not, go to section "No Dial Tone."

    • Try calling your number from another phone. If you hear a busy signal or other error message, submit a service request.

  2. Check connections and settings

    • Verify that line, handset, and power cords are all plugged in securely.

    • Verify that your ringer is on and the volume is turned up.

    • If you have the Universal Call Forwarding feature, pick up your handset and dial *73 to ensure that the feature is not active.

  3. Test your phone

    • Try another similar phone at your jack.

      • If the second phone does not receive calls, submit a service request.

      • If the second phone does receive calls, you may need to replace your phone.

Cannot initiate calls

  1. Test for service

    • Do you have dial tone? If not, go to section "No Dial Tone."

    • If you hear a busy signal or similar, unplug your phone and plug it back in. If the problem persists, submit a service request.

  2. Check connections and settings

    • Verify that line, handset, and power cords are all plugged in securely.

    • If your telephone can be switched between Tone or Pulse dialing, make sure that tone dialing is selected.

    • Inspect your phone for buttons that appear to be stuck in a depressed position.

    • If you have multiple telephones with the same number, check to make sure all telephones are plugged in properly and not off the hook.

  3. Verify that you are dialing the number correctly

  4. Test your phone

    • If you have a digital business set that appears to be unresponsive, unplug your phone then plug it back in to see if it clears the problem.

    • Try another similar phone at your jack.

      • If the second phone cannot initiate calls, submit a service request.

      • If the second phone can initiate calls, you may need to replace your phone.

Cannot call certain numbers - Receive busy signal or other error tone/message

  1. Verify that you have the correct number

  2. Verify that you are dialing the number correctly

  3. Try calling from a cellular phone. If the call goes through, please submit a service request.

Static or interference

Static is generally caused by a fault in the phone or one of its components--the handset or the handset or line cord.

  1. Check all cords attached to your phone by wiggling each back and forth. If you hear static when wiggling one of the cords, or if the cord does not stay connected properly, the cord may need replaced.

  2. Try a different handset and handset cord on your phone. If you continue to hear static, try a different phone (see below). If you do not hear static, your cord and/or handset may need replaced--use the process of elimination to determine which.

  3. Try plugging another phone at your jack. If you hear static with the second phone, you should submit a service request. Likewise, if you have multiple telephones with the same number and all phones are experiencing static, you should submit a service request.

Message waiting indicator light - Not working / won't turn off

  1. Message waiting indicator (MWI) won't turn on
    • If you have a M5316 (NT4X42)/M5216 (NT4X44), and your MWI is programmed to appear on one of the top three buttons on the left column of buttons, check to make sure CO features are enabled on your phone.
    • If you have a different kind of phone with a MWI that does not turn on when you have a new message, please submit a service request.
  2. Message waiting indicator (MWI) won't turn off
    • Occasionally, the MWI on an Aastra 9116LP or 9116 will not turn off. This can be resolved by following these steps to manually clear the notification.

Display and/or speakerphone - Not working or working intermittently

  1. Determine whether your phone requires a power supply. Visit the equipment page for help identifying your phone.
    • Digital business sets generally require a power supply for full operation of certain features. The power supply will be plugged into an adaptor at your jack (see example picture).
    • The Aastra 9116 requires a separate power supply, which will be plugged into the bottom of the phone, while the 9116LP can use the power provided over the telephone line with the PBX-line power setting turned on.
  2. If your power situation looks OK, try unplugging your phone for 30 seconds and plugging back in. If the problem persists, you may need a new phone or power adapter and should submit a service request.