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      Trouble shooting phone connection issues

      This article discusses the steps to take when you are having issues with your phone and you have already verified your headset is working properly

      Trouble shooting audio or connection issues after you have verified your headset is working properly.

      Symptoms:

      • “No Service” on phone
      • Dave just hangs up when you dial out
      • Dialing out gives you a “fast busy”
      • Outbound calling works but no inbound calling or vice versa
      • You are connecting from a foreign country

       

      Desk Phone:

      1. Check that your internet is working by navigating to bridge.insure
      2. All cables connected into the correct slots on the back of the phone
      3. Power off the phone for 1 minute and power back on
      4. If no success, factory reset the phone
        1. Hold OK button down until screen displays factory reset message
        2. Press button for “yes” when asked to confirm
      5. If no success, contact us via live chat for further diagnosis

       

      Dave softphone:

      1. Log into Dave
      2. Click TOOLS/PREFERENCES/PHONE/ADVANCED
      3. Uncheck the box next to “use settings from server (recommended)”
      4. Note the setting you have currently. It will either be UDP, TCP, TLS
        1. Change to a different setting than it is currently. This step helps avoid Internet provider issues
      5. Click OK at the bottom right of the screen
      6. Log out of Dave
      7. Log into Dave to see if issue corrects itself

      NOTE: if issue is not corrected repeat these steps and chose a different SIP Transport than before. There are three so try all three.

      NOTE: If none of these steps corrects the issue, please contact your internal IT resource.

      Regretfully, there is nothing our support team can do at this point because the problem does not reside in the Dave system.

       

      If you have these issues or if they are random from time to time you may wish to try the WEB version of Dave. To do so follow these steps.

      1. From inside Dave, click the three circles on the far right of the blue bar
      2. Click open in Dave Desktop Web
      3. Use the same username and password as you do for logging into the desktop version

      The web version may alleviate issues with spotty internet service, foreign providers, or network issues in many cases.

      If you have any trouble or experience any errors with the web version, please contact us via live chat.