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41-001523-00 REV00 – 04.2014 157
Troubleshooting Solutions
Why is my display blank?
Ensure that power is being provided to your phone. See the Connecting to the Network and to Power section in the
Aastra 6865i Installation Guide for details.
Why can’t I get a dial tone?
Check for any loose connections and that the phone has been installed properly. For installation instructions, please refer
to the Installation and Setup section in the Aastra 6865i Installation Guide provided with your phone.
Why doesn’t my phone ring?
Check the ring volume on your phone. It may be turned down or turned off. To adjust the ringer volume setting, press the
volume button when the phone is on-hook and idle.
Why is the light not coming on with a new voicemail message?
Your phone system or service provider must provide the visual message waiting service for this function to work. Check
with your System Administrator for more information.
Why is my handset not working?
Check to ensure that the handset cord is fully connected to both the phone and handset. See the section Connecting a
Handset in the Aastra 6865i Installation Guide for information.
How do I find the IP address of my phone?
Instructions on where to find the IP address of your phone can be found in this guide in the section, “Finding Your Phone’s
IP Address” on page 16.
Why does my phone display the No Service message?
The phone displays the No Service message if the SIP settings have not been set up correctly. Contact your System
Administrator for more information.
How do I change my user password?
You can change the user password from the IP phone UI or the Aastra Web UI. See “User Password” on page 37 for more
information.
Why does my phone display Bad Encrypted Config?
The IP phone displays Bad Encrypted Config because encrypted configuration files are enabled but the decryption proc-
ess has failed. Report this error to your System Administrator.
How do I restart the IP phone?
You can restart the phone from the IP phone UI or through the Aastra Web UI. See “Restarting Your Phone” on page 39 for
more information.
How do I lock my phone?
You can lock your phone to prevent the phone from being used or configured. You can lock the phone using any of the fol-
lowing:
• In the IP phone UI at the path Options > Phone Lock. See “Phone Lock” on page 37 for more information.
• In the Aastra Web UI at the path Operations > Phone Lock. See “Phone Lock” on page 37 for more information.
• At a configured Phone Lock key on the phone. For more information about configuring a Lock/Unlock key on your
phone, see “Phone Lock Key” on page 89.