What do I do when a desk phone shows offline?

A desk phone that shows offline can't place or receive calls. Most of the time it's a power or network problem you can sort out in a few minutes.

Some labels in your portal or apps may look slightly different from this guide.

Check the phone

1. 1
   Step 1:

   Look at the power

   Make sure the screen is lit. If it's dark, check that the phone's power adapter is plugged in at both ends.
2. 2
   Step 2:

   Check the network cable

   Reseat the cable at the phone and at the wall or switch. Try a different cable or port if you have one.
3. 3
   Step 3:

   Restart the phone

   Unplug its power for a few seconds, plug it back in and let it start up.
4. 4
   Step 4:

   Check your internet

   See whether other devices in the office can get online. If they can't, the phone is likely offline for the same reason.

Write down anything the phone's screen says, or take a photo. You'll want it if you contact support.

See the phone's status in the admin portal

If you're your company's phone system admin, you can see whether the system sees the phone.

1. 1
   Step 1:

   Open the device list

   In the admin portal, select Monitor, then Extensions.
2. 2
   Step 2:

   Find the user

   Search by name, extension number, phone model or IP address. Set the status filter to Offline to see only phones that are down.
3. 3
   Step 3:

   Read the row

   The status column shows Online or Offline. The user agent column shows the phone's brand and model, and the IP address column shows where it connected from.

The list refreshes on a schedule you pick from the refresh interval menu. Your dashboard may also show how many extensions are online.

If the row says Online but the user says calls aren't ringing, check the DND column. It tells you if the user has turned on Do Not Disturb.

Restart a phone from the portal

If the phone is online and a restart might help, select its row and choose Reboot. Reboot isn't available for every phone. It's most likely to work on phones CallSprout configured for you.

To check Communicator apps instead, open Monitor, then Apps. It lists the apps that are signed in.

Don't see this option? Contact support and we'll set it up for you.

Still offline?

Contact support and tell us:

• The user and extension.
• The phone model, if you know it.
• What the phone's screen shows.
• What you've already tried.

If several phones went offline at once, mention that too. Your IT team can also review the network checklist.