> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voxo.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix the most common call-quality, phone-registration, and stuck-extension problems before contacting support.

Most call problems come from a network or device issue you can correct yourself. Work through the steps for your symptom below — if the issue persists afterward, contact support with the affected extension numbers so we can dig in quickly.

## Dropped calls or one-way audio

Dropped calls and one-way audio (you can hear them but they can't hear you, or vice versa) are usually caused by a local network or device issue.

<Steps>
  <Step title="Power cycle the phone">
    Unplug the phone from power for 15 seconds, then plug it back in and let it fully restart.
  </Step>

  <Step title="Fix the two most common router settings">
    On your router, enable **Multicast** and disable **SIP ALG**. These two settings cause most VoIP call-quality problems.
  </Step>

  <Step title="Rule out the handset">
    If only one side can hear audio, reseat the headset cable or switch to speakerphone to confirm it isn't a headset problem.
  </Step>

  <Step title="Rule out the device">
    If the problem is limited to a single extension, swap that phone with a known-good one to confirm whether the device is at fault.
  </Step>

  <Step title="Reboot the base station for cordless phones">
    If the affected phones are cordless (DECT), reboot the base station they connect to — not just the handset. Unplug the base's power (and network cable, if separate) for 15 seconds, then plug it back into the same port.
  </Step>
</Steps>

If you're working from home or over Wi-Fi, place a test call over a cellular hotspot instead of your usual network. If the call works on the hotspot but not on your Wi-Fi, your router is interfering with the call — ask your internet provider to disable **SIP ALG** (on some provider-managed routers this is done by switching the router to bridge mode).

On a managed corporate or healthcare network, the most common cause of one-way audio is a firewall blocking VOXO's return audio traffic. Ask your IT team to whitelist VOXO's media subnet **`140.235.248.0/24`** — see [Firewall IP Whitelist](/omnia/faqs/firewall-ip-whitelist) for the full list of ranges and ports to allow.

**Contact support** if issues persist after a restart and router-setting check, or if multiple extensions are affected at the same time.

## A desk phone won't register

If a phone shows **"Account Unregistered"**, displays **"No Service"**, or says the phone is disabled, it has lost its connection to the system — usually a network issue.

<Steps>
  <Step title="Power cycle the phone">
    Unplug the phone's power cable (and network cable, if separate) for 15 seconds, then plug it back in.
  </Step>

  <Step title="Check the network connection">
    Confirm the network cable is fully seated at both ends and that your switch or router has power.
  </Step>

  <Step title="Check for an IP address">
    Go to **Menu → Status → IPv4**. If the phone has an IP address, your network is fine and it's a registration issue — continue below. If there's no IP, it's a cabling or network issue — reseat the cable and check your switch or router.
  </Step>

  <Step title="Move the phone to a known-working port">
    Plug the phone into the same port or location as a phone that registers normally, then place a test call. If it works there, the original port or upstream network is blocking communication — contact your IT team.
  </Step>

  <Step title="Factory reset a desk phone">
    If the phone still won't register, factory reset it by holding the **OK** button (center of the directional pad) for 5–7 seconds and confirming.
  </Step>
</Steps>

The hold-**OK** reset above is for desk phones. A cordless (DECT) handset such as the Yealink W73H ignores that gesture — reset it from the handset menu instead: press **OK**, open **Settings**, go to **System Settings** (or **Advanced Settings**), choose **Handset Reset**, and enter the PIN when prompted (the default is **0000**).

You can see whether the extension is online in [Extensions](/omnia/admin/extensions).

**Contact support** if the phone still won't connect after a factory reset, or if it connects but immediately goes offline again.

## An extension shows stuck on a call

If a phone screen says you're stuck in a call, or an extension shows busy in the [Operator Panel](/omnia/user-guide/operator-panel) when no call is actually in progress, the extension's call status has gotten out of sync with the system.

<Steps>
  <Step title="Power cycle the phone">
    Unplug the phone from power for 15 seconds, then plug it back in and wait for it to fully restart.
  </Step>

  <Step title="Check for a parked call">
    If a call is sitting in a park slot, pick it up to clear it. Connect users can see parked calls in [Your department → Parked Calls](/connect/your-department#parked-calls-tab).
  </Step>

  <Step title="Confirm the status in the Operator Panel">
    Open the [Operator Panel](/omnia/user-guide/operator-panel) to check whether the extension still shows on an active call after the restart. The Active Calls list is read-only — there's no end-call control to clear a stuck entry yourself.
  </Step>
</Steps>

**Contact support** if the extension still shows on a call after a power cycle and no parked call is waiting — only support can clear a stuck extension status from the backend. Include the affected extension numbers so we can clear them quickly.