My desk phone isn't working
A desk phone that shows no service, won't register, or never rings. Find out whether it reached Hey Quad, then fix the step it's stuck on.
A desk phone needs three things to work: power and internet, its settings from Hey Quad, and a place to ring. The Devices page tells you which one is missing.
1. Find the phone
Open Devices and find the phone. The filters across the top show Online, Offline, Setup and Off.
- Online: it's connected. If it still doesn't ring, go to step 4.
- Off: it's turned off in Hey Quad. Turn it back on.
- Offline or Setup: keep going.
2. Has the phone fetched its settings?
Open the phone and go to its Activity tab. It lists every time the phone fetched its settings or connected, newest first.
- "No provisioning events yet" means the phone has never reached Hey Quad. Go to step 3.
- It fetched settings but never registered: the phone reached us, but can't stay connected. Skip to the network.
3. Give the phone its settings
- Check the basics. The phone has power, a network cable that works, and the screen shows it has an IP address.
- Check the MAC address. On the Identity tab, the MAC should match the label on the back of the phone. If it doesn't, fix it.
- Get the address it needs. On the Provisioning tab, press Copy provisioning URL, or scan the QR code.
- Enter it in the phone. In the phone's own web settings, it usually goes under Settings → Auto Provision → Server URL. Paste the whole address exactly as copied.
- Restart the phone so it fetches its settings.
Check the Activity tab again. You should see the fetch, then the phone registering.
Still nothing? Factory-reset the phone (see its maker's guide), then enter the provisioning URL again. Phones keep old settings from a previous provider, and a reset clears them.
Setting it up by hand? The Connection tab shows the SIP user, SIP server and Transport. An admin can press Reveal for the password.
The network
If the phone fetched its settings but goes offline or never registers:
- Restart your router and the phone.
- Turn off SIP ALG in your router if it has that setting. It's a common cause of phones that won't register or have one-way audio.
- Office firewall: ask whoever runs your network to allow the phone to reach Hey Quad.
- Try another port or cable. A loose cable can drop the phone now and then.
4. Does it have somewhere to ring?
Open the phone's Rings on tab. "Not assigned to any extension yet" means no call will ring it. Press Assign to extension and pick the person's extension.
Still stuck?
Contact support with the phone's make, model and MAC address, and what its screen says.
Or press Get help (the ? in the console's top bar). It searches help first, then sends us your request with the page you're on. Follow our reply under My support tickets in your avatar menu.
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