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Chapter 5: Troubleshooting Your Phone
This chapter contains general troubleshooting information to help you solve any problems you might
encounter when you use your Polycom® SoundPoint® IP 32x/33x phone. The tables in this chapter list
possible trouble symptoms, the likely causes of these issues, and the recommended corrective actions
to take.
• Power and Startup Issues
• Controls
• Access to Screen and Systems
• Calling
• Display
• Audio Issues
• Productivity Suite
To obtain more detailed troubleshooting information, you can access certain menus on your phone that
test your phone hardware. For more information, see Testing Phone Hardware.
If you require additional assistance, contact your system administrator.
Power and Startup Issues
Table 5-1: Power and Startup Issues
The phone has power issues or the phone has no power.
Determine if the problem is caused by the phone, the AC outlet, or the PoE switch. Do one of the following:
• Verify that no lights appear on the unit when it is powered up.
• Check if the phone is properly plugged into a functional AC outlet.
• Make sure that the phone isn't plugged into an outlet controlled by a light switch that is off.
• If plugged into a power strip, try plugging directly into a wall outlet instead.
• Try the phone in another room where the electricity is known to be working on a particular outlet.
• If you are using POE, make sure the network switch is supplying power.