Operation Manual

SNOM 820 MANUAL V.8 TROUBLESHOOTING

before submitting it. See the following paragraphs 2 to 4 on how to pre-

pare and enclose the attachments.

2. System and settings information must always be attached

a. Open the phone’s web interface and, under Status in menu on left,

click on System Information.

b. Open a text editor, for example, Microsoft’s Windows Editor.

c. Copy the text in the gray field into the text editor.

d. Under Status in menu on left, click on Settings.

e. Copy the text in the main area of the window into the text editor

underneath the systems information.

f. Save the file.

g. Click on the Browse button and place the saved file’s path in the text

field to the left of it.

3. snom Support may need you to do a SIP Trace and/or a PCAP Trace to

help them analyze your problem.

a. Performing a SIP Trace.

• Click on SIP Trace under Status in the menu on the left. Click on

Clear to clear the page.

• Recreate the error to be documented in the trace. Click on Reload.

• Proceed as in paragraph 2 to create and attach text file to support

form.

b. Performing a PCAP Trace.

• Click on PCAP Trace under Status in the menu on the left. Click on

Start to begin recording network traffic.

• Cick on Stop to end recording.

• Click on link “here” to open file download window. Save the file.

c. Proceed as in paragraph 2 to attach text file to support form.

4. Click on SEND.

MANUAL INITIALIZATION

When automatic initialization via DHCP fails, enter the values for netmask, IP

gateway, and DNS server manually after each prompt on the display.