question

Hey Mike,

I'm having the issue with S/N# 0004F266D7DD, Barry Fronek ext 102 and S/N# 0004F266D55A, Pam Fronek ext 101.
S/N# 0004F266D55A tends to be in an endless "Reboot Initiated"
I have only unplugged it and have let it gone through it's update and reboot process...
S/N# 0004F266D7DD boots up fine and doesn't go through the update process, but yet it still shows it's unavailable to the groups it's in.

Thanks,

Corey

Hi Corey, 

I have a few more questions for clarification.

1. By main group,  are you referring to the Sales Queue?  That is the only group I see both Barry and Pam in. 

2. In your 1st post, 2nd sentence, you stated "Online on the website it says it's "unavailable" and yet the HUD on the Softphone shows the phone as available."  What screen Online are you referring to?  Can you post a screenshot. 

3. Regarding S/N# 0004F266D55A being in an endless "reboot initiated"  Are you saying you've only unplugged it once, but it keeps rebooting.  That phone did register with our server at 2:37 today.  Is it still rebooting at this time? 

4. We want to rule out any possible network issues. Have any recent changes been made to the router?  When did this issue start? It's always a good idea to double check your settings here in case theres some sort of signalling issue:  Network requirements?


On a side note:  I'm also a little curious about your inability to get a hold of someone by calling support. What number did you dial and approximately what time?  Was there just a long hold time? 

Hi Mike,

1. I am referring to the "Sales" group. I figure if the "unavailable" phones get fixed it will solve the unavailables in "International" and "Accounting". 

2. This Screen




3. S/N# 0004F266D55A is stuck on an endless reboot.
This is the one registered for Pam Fronek.
Yesterday I unplugged it and replugged the power to see if it would register available.
It started up and downloaded and installed an update.
Then it has been in a constant reboot initiated state the whole time. Here are sequences of pictures to visually explain what's going on:






This Network link is down is on for about a second till it goes to the next photo.


Then this "Reboot initiated" stays on for like 2 to 3 minutes.


Then when I cancel the Loading Application, this is what it does:










You can start to see a faint rectangle box in this next photo which is the "Reboot initiated" box.
Somehow I snapped this during the transition.


4. I went to your network link and added the extra ports that need to be open. 
When I setup the network a year ago I haven't touched any settings at all.
So my network is not a problem at all, but I opened up all the extra ports just to rule that completely out. Barry Fronek has unplugged and plugged his phone power in multiple times and it still shows "Unavailable" online, yet we can all transfer a call to his phone without a problem. I believe this problem started 1 week ago. I didn't think much of it since we had never had a problem like this before.
Here are the ports I have opened:


*Regarding the support question, I called the main line and went through to Tech Support.
Then I was waiting for tech support for over 10 minutes. It got to a certain point where the music stops playing and it's dead silent. I did this 2 times. Then I called and pressed 1 when it asked me if I wanted a callback. So about 25 minutes was wasted on that adventure...

Corey -

1. Have you open a support case yet for the phone that reboots continuously? I want to follow up with it? 
2. Barry has "do not accept call queue calls" turned on.  He needs to login online and turn it to "take all calls"

I opened up a support case for you on Pam's phone Ext 101.   Case# 04705867
Question:  Did this only start happening after the phone updated firmware? 

To update this case with further information please login to http://success.ringcentral.com/RCContactSupp Select contact support, and you will be able to see view: all open cases at the bottom of the page.

Ok. Cool. Will I get an email if someone responds to the case number?

btw - now Mike and I are craving seafood.... it's hard to find the good stuff in Colorado HAHA

Hi  Corey Fronek, 

We'll take a look at the phone & account.  Can you tell us what phone is having this issue?  I've made this a private conversation so you can post the s/n #, user info etc. 

Mike 

So since S/N# 0004F266D55A is stuck on an endless reboot cycle, Pam Fronek can only use the internet for a couple of minutes at a time before the phone reboots again.
She is the accountant for our company and the last thing I need is my dad (my boss) to yell at me as to why Pam (my mom) can't do her work. So I really need a solution on these ASAP.

Thanks,

Corey