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Troubleshooting Phone Registration Issues


This article demonstrates step-by-step instructions for Troubleshooting Phone Registration Issues.

Step-by-Step Instructions

The below table will detail the steps required to accomplish your goals:



Login to the Management Portal by clicking a sign-on provider or entering your Email Address and Password as shown in Exhibit 1. If you don't have an account, you can sign signup instantly by clicking here.
Management Portal Login Form

Ensure Phone is Added to Clients

Navigate to Phone> Clients and click the client Name as shown in Exhibit 2a. Next, review the Client Information as shown in Exhibit 2b.

Phone directory tab
Access User Device Info
Phone directory tab
Review User Device Info

Ensure User Assigned to Phone Has Correct License

Next, go to Organization> Users and click the Display Name of the user, and on the User page, click licenses, and confirm if the user assigned to the phone has the correct licenseas shown in Exhibit 3.

 Select Phone Numbers
Check if User has Correct License

If Whitelist is Enabled, Ensure IP Address is Added on the Whitelist

First, go to Organization> Groups and click the Gear icon under actions as shown in Exhibit 4a, and on the Group page, go to IP Addresses, and confirm IP Address of group as shown in Exhibit 4b.

To view the Whitelist, go to Settings> IP Whitelists and click the Name of the IP Whitelist, and on the IP Whitelist Info page, confirm if the user is included in the Group that is on the Whitelist as shown in Exhibit 4c.

 Select Phone Numbers
Navigate to Group Page
 Select Phone Numbers
Check IP address of the Group
 Select Phone Numbers
Confirm if Group on the Whitelist

Boot Phone

Lastly, Boot the phone, and navigate to Phone> Clients and select your clientas shown in Exhibit 5a. Click Logs at the top of the page as shown in Exhibit 5b. check if logs show red check mark as shown in Exhibit 5c. If red check mark is present, contact support .

 Select Phone Numbers
Navigate to Clients
 Select Phone Numbers
 Select Phone Numbers
Check for Red Mark


Congratulations! You have now completed the "How-To Troubleshoot Phone Registration Issues" article and we hope that you have accomplished the goals you set out to achieve. However, if for any reason you may still require assistance with setup, simply login to the Management Portal and submit a support request.

Updated on April 9, 2018

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