Troubleshoot Your Webex Room Phone

Reboot the Phone

When you want a new configuration or change to take effect, you have to restart your device. Do a reset instead of anything else if you wish to bring back the settings that were there when the device was first manufactured.

1. On the screen of the phone, tap the top-left corner of the display.
2. Select Settings from the list of available options in the menu.
3. Tap the Restart button after navigating the available menu options on the screen.
4. To affirm your intention, tap the Restart button.

Restart Your Device from Control Hub

If you are experiencing technical difficulties, you can try restarting your device. Your settings will remain intact even after you restart the device through Control Hub, and all log files will be preserved.

You will be unable to access the most recent version of the log files if you perform a power cycle. Because of this, troubleshooting is much more difficult; therefore, download the logs before you power cycle the device.

1. Beginning in the customer view of https://admin.webex.com/, navigate to the Devices menu option.
2.  From the inventory, choose your device, and then enter the Advanced Configurations menu.
3. To restart, click the search bar, then select Maintenance from the menu that appears.
4. From the menu that drops down, select the option to restart.
5. Click the Apply button.

Send Phone Logs

It is possible to generate phone logs and then upload them to a server. When investigating your problem, Cisco’s technical assistance center (TAC) will refer to the logs.

Before you can generate log files on your phone, it is first necessary for you to register your phone.

1.  On the screen of the phone, tap the top-left corner of the display.
2. Select Settings from the list of available options in the menu.
3. Navigate to the Issues and diagnostics menu > Send logs.

The produced phone logs are then uploaded to a server after they have been compiled. A notification with the current time and the log ID will appear on the phone if the process was successful.

Reset the Phone

You have the option to reset the phone to the manufacturer’s default settings. The user and network setup settings on the phone are then returned to their default values before the phone begins.

1. On the screen of the phone, tap the top-left corner of the display.
2. Select Settings from the list of available options in the menu.
3. Tap the Reset button after navigating the available menu options on the screen.
4. Select either the Reset or Cancel button.

Perform a Manual Factory Reset

If you are unable to perform a factory reset through the Settings menu, you can perform the reset directly from the phone itself.

• Turn off the power to the phone by using any one of the following methods:
• Remove the plug from the LAN cable.
• Remove the power adapter’s plug.
• Please wait five seconds, then reconnect the power.
• Wait until the Standby LED begins to illuminate.
• Press and hold the Volume Up button for approximately five seconds.
• The LED bar is now red in color.
•  Click the “Mute” button. If you do not push the Mute button within ten seconds of the LED bar turning red, then the device will restart normally.

It is confirmed that the Factory Reset is taking place when the LED bar flashes three times in rapid succession.

Generate a Problem Report from Control Hub

When Cisco’s technical support services are trying to diagnose an issue, they refer to the device logs that are included in an issue Report. If you want to report a problem with the software or hardware, please submit a report.

• Beginning in the customer view of https://admin.webex.com/, navigate to the Devices menu option.
•  Select your device from the inventory that has been provided.
• Select the “Report issues” button.
• Your browser will now display a window for the Webex Help Center.
• In the field labeled “Description,” which is located in the help window, type a description of the problem. There is a limit of 249 characters that you can use.
• Click Submit.

Network Status

If your electronic gadget is capable of establishing a connection to a network, the network status will be displayed at the very top of the Network connection screen on the phone. You can troubleshoot your network connection by using the table that is provided below.

View Webex Connectivity Information

Access the Device Logs In AP Mode

In the event that your device is unable to connect to the network or loses its IP address, the Hosted Access Point (AP) mode will activate. In this mode, you will be able to obtain the device logs from the web page associated with the device. In order to diagnose the problem with your network, use the logs.

1. On the screen of the phone, tap the top-left corner of the display.
2. Select Settings from the list of available options in the menu.
3. Navigate through the problems and diagnostics. Take note of the URL as well as the login details.
4. Launch your preferred online browser, then go to your account settings to input your URL and password.