8x8 Basic Troubleshooting | VVX 250, VVX 350
Summary
Please follow the instructions below if you're experiencing any of these symptoms from your 8x8 Polycom desk phone.
- Busy signal
- Slowness issue
- No dial tone
- No display
- No power
- No Sound
- Phone never rings, even with volume up
Instructions
Make sure everything is connected. Some phones are POE (Power Over Ethernet) which means the network cable powers the device. Some phones may use both an Ethernet cable and a power adapter. The power adapter is a barrel (round) connector type that plugs into the phone from the electrical plug.
If you are experiencing any of the issues from the Summary above, then reboot the phone.
1. Reboot phone - Disconnect the Ethernet cable or power adapter (if used) and ensure that no lights are visible on the phone. Wait for a few seconds and then plug the cable back in.
Allow the phone a few minutes to boot. The phone will download any firmware updates if needed and pull the 8x8 account to the phone. This action generally fixes most issues.
- The phone should make a sound during bootup (this could take several minutes)
- The phone will redownload the 8x8 account and run firmware updates
2. If step one doesn't work, try moving the phone to another port on the wall. This test will help determine if the issue is with the wall jack or Ethernet cable.
How to fix these issues:
No display - Press the "Home" key on the phone console to gain access to the menu. Go to Basic settings and you'll find a setting for background brightness.
No power - power comes from the ethernet cable or power adapter. Check and make sure the cable is good. If not, see if your Facility Maintenance has any spare network cables.
No sound - the phone console has physical buttons for volume, a + and - . Max out the phone volume by pressing the "+" until you hear the volume.
Phone never rings - if you've tried everything else, it could be an account setting or a setting within the phone.
- If you have an 8x8 account, you may have a forwarding rule on. You can access this rule within the 8x8 work app.
- DND (Do Not Disturb) - this setting will silence everything. Turn off the DND from the settings.
- Call Forwarding - this setting will override the 8x8 account forwarding. Turn off call forwarding within the desk phone settings.