User guide

Chapter 8 Troubleshooting and Maintenance
8-2
Life|point
®
InTouch Phone User Guide
Troubleshooting Chart
The Life|point InTouch phone is designed to provide years of trouble-free service. However, if problems
arise with the phone’s hardware or software, you can use this troubleshooting chart to help isolate the
cause of the trouble and in many cases correct it.
Note: When following the steps to clear a problem is unsuccessful and the chart recommends that you
contact support, the number to call for Life|ware technical support is 1-877-901-8886.
Important:
These troubleshooting procedures assume that the Voice Over IP (VoIP) and Power Over Ethernet •
(POE) services to the phone have been tested and are working as they should.
The procedures in this chart cover possible hardware and software issues based on the symptoms •
they may cause. In many cases, if power-cycling the phone or cordless handset does not correct the
problem, the unit should be replaced.
Problem Solution
The Base will not turn
ON (no display).
If using the external DC power supply for • non-POE networks, make
sure that the 48V DC supply’s AC power cord is securely connected
to the power supply and to the correct AC power source and that the
power source is providing the correct voltage. Make sure the DC power
plug is connected to the DC power jack on the rear panel of the Base.
Make sure that the RJ45 plugs on both ends of the LAN cable are •
terminated correctly.
Make sure the LAN cable plugs are inserted into the wall and all the •
way into the RJ45 jack labeled NETWORK (the one closest to the DC
power supply jack) on the rear of the Base.
Unplug power from the unit (either the DC Power Supply for non-POE •
networks or the LAN cable for POE networks) and wait 5 seconds.
Reapply power. Wait three minutes for the phone to complete its boot
process.
Check to see that both LEDs on the RJ45 jack are lit, showing •
connection and activity. When a high-speed network link is established,
the Link LED turns green. The Activity LED ashes green when the
phone is communicating with the network.
If the problem persists, replace the Base or contact support.•