The most common reason for your hardware to not be connecting is due to Network connectivity issues.
While this could mean you have no internet connection, it can also refer to any network or router settings that do not allow Voice calls to operate over your internet connection.
For more information, view our article on Improving your Network Setup.
Follow the steps below to troubleshoot your issue. Before contacting Support, please ensure all cables are plugged in securely and that you are connected to the internet.
1. RECONNECT YOUR DEVICE
All Jet Phones run over the internet, and some routers or network setups can time out connected devices if they remain unused for a certain period of time.
To force connect your device again, place an outbound call to the Jet Support testing line on 02 5110 3803. When you hear the audio greeting welcoming you to Jet Interactive, you know your call is successful.
Then immediately try making an inbound call to this device and using as normal.
If this was successful, you may have an issue with your network timing out your unused connections. Please speak to your IT admin or your ISP provider to discuss modifying this setting on your router or network setup.
2. RESTART YOUR DEVICE
Disconnect your Hardware device from both power and internet. Wait 30 seconds, then reconnect again, connecting the internet first, then the power cable (if applicable). This will force the device to reconnect to your wired internet connection.
Please wait for the device to reconnect and download any updated configurations (if the device say Update Skipped!, just ignore). Then Use device as normal.
Please note - if you are using a cordless device you may need to re-register your handset to the base station. More information on this is in your Yealink manual.
If this was successful, your device may have just needed a reset. No further steps are needed.
3. CHECK YOUR PHONE USER
Log into your Jet Phone User via one of our applications.
If you need help finding your app login details, please click here.
If you experience any similar issues with using your Jet Phone application, please follow the additional steps in this article, particularly Step 2 regarding Network testing: Troubleshooting Your Jetphone Application
If your Jet Soft Phone works without issue, but your hardware device is still offline, please move to step 4.
4. CONTACT SUPPORT
If you have followed the steps above and are still experiencing issues, please contact Jet Support and ensure you include as much of the following information as possible.
Information in BOLD is required for Jet Team to assist in any capacity.
If we are missing some information, we may be unable to troubleshoot your issue. The most common delays in resolutions are when cases are waiting for further information to be provided.
Device experiencing the issue (ie: Yealink T31G with a Jabra 920 Pro headset)
The results of the troubleshooting steps above. (do not skip these steps, even if networks/features were working previously)
Phone User experiencing the issue (must include Username/Display name, extension number also preferred)
The SIP error code you are seeing (if applicable)
Screenshots or videos of the issue you are experiencing.
Your public IP address (to find this, simply Google “what’s my IP” from a device on the same network as your hardware)
Call Information (if applicable):
Is this an inbound or outbound call
The date & time of the failed call
The number being called (outbound) or making the call (inbound)
Does this call work when calling from a non-Jet Phone (eg: Telstra, Optus, Vodafone)
If your app is successfully logged in and running on the device, please also follow the below steps to record new app activity and send us your user logs:
On your Jet phone application via your device, go into Help --> Troubleshooting.
Click on the Support tab and change your Log Level to Debug.
Place an outbound call from the app to any recipient from your Jet Soft Phone. Remain connected for at least 5 seconds.
Place an inbound call to your direct number and attempt to answer on the device you are troubleshooting (do not answer on any other device). If you pick up this call, remain connected for at least 5 seconds.
If you are troubleshooting for issues with call transferring or call conferencing, please attempt these actions as well while you are in Debug mode.
Once complete, head back into Support in Steps 1 & 2, and click Send Log Report.
Change your Log Level back to Standard. (Do not do this until the logs have been sent in the previous step.)
- Place an outbound call from the app to any recipient from your Jet Soft Phone. Remain connected for at least 5 seconds.
- Place an inbound call to your direct number and attempt to answer on the device you are troubleshooting (do not answer on any other device). If you pick up this call, remain connected for at least 5 seconds. If you are troubleshooting for issues with call transferring or call conferencing, please attempt these actions as well.
- Once the calls above have been completed, open your app Settings.
- Select Advanced Settings
- Select Send Log.
Please provide the above information to Jet Interactive via the Contact Support button on the right of your screen.