When a desk phone shows "offline", "not registered", or simply will not make or take calls, it has usually lost its connection to our network. Most of the time you can fix it in a couple of minutes without any technical knowledge.
Start here: the 2-minute reset
- Check the cables. Make sure the network cable is firmly seated in the phone's LAN port and in your router or wall jack. If the phone uses a power adapter, confirm it is plugged in.
- Check your internet. Open a website on a computer on the same network. No internet means no phone service.
- Restart the phone. Unplug its power for about 30 seconds, then plug it back in. Give it a minute or two to fully start up and reconnect - the screen usually shows a line number or a ready state when it is registered again.
That reset resolves the large majority of "offline" phones.
If it is still offline
Check its status in the portal
Go to Hardware → My Devices. Your phones are listed there with an Online or Offline status. If your phone is offline here even after a restart, move on to the checks below.
Was the phone approved?
New and personal (bring-your-own) devices sometimes need an administrator to approve them before they can connect. If you just added this phone, ask your account administrator to check the device approval queue.
Was the phone set up by us?
Desk phones bought from ReliaRing or enrolled by your administrator configure themselves automatically the first time they connect - you should not have to type in any settings. If someone manually changed the phone's settings, resetting it to factory defaults and letting it reconnect often brings it back. Only do this if you are comfortable, or ask your administrator, because a factory reset clears any custom buttons.
Try a different cable or port
A bad network cable or a dead wall jack can look exactly like a broken phone. Swap the cable, or move the phone to a jack you know works.
When to get help
Contact your account administrator or ReliaRing support if:
- The phone stays offline after a restart and a cable check.
- Other phones on the same network are also offline (this points to an internet or network problem).
- The screen shows an error or keeps rebooting.
Have the phone's make and model handy, plus when it last worked. See Before You Contact Support for the full list of helpful details.