Microsoft Support Internal - Teams Phone Troubleshooting

General Microsoft Teams Hardware Phone Troubleshooting

Troubleshooting Steps  

1. Collect the MAC Address, Make, and Model of the device       

2. Power Cycle Phone 

   1. Unplug power and let it die completely, plug back in   

3. Factory Reset 

   1. Web GUI 

      1. Find the phone’s IP Address, and enter that into URL of browser 

      2. Yealink default username and password are both “admin” 

      3. You may need to google the default password for the model of phone

   2. Through Phone Settings 

      1. Yealink
             Click More > Settings > Device Settings > Debug (Admin only, default password: 0000) > Reset to Factory Settings 

      2. Polycom
             Click Menu/Home > Settings > Advanced > default password could be either MAC Password or “456” > Administration Settings > Reset to Defaults > Reset to Factory 

   3. On Device 

      1. MP54/MP56 - Hold * and # for 6 seconds, should reboot 

      2. Polycom CCX – press and hold 4 corners of device screen 

4. Update Firmware (phone firmware and Teams App version) 

   • Teams Admin Center  

     • Update Microsoft Teams devices remotely - Microsoft Teams | Microsoft Learn 

       Note:

       If the firmware is too old, it will not appear in the Teams Admin Center. They will need to manually update the phone via the WebGUI 

   • Yealink Web GUI: 

     • MS Teams - Updating Yealink IP Phones Via the Web GUI - CallTower Solutions Center (UC.solutions) 

   Teams App version can only be updated through Teams Admin Center 

Common Device Documentation: 

• How to sign in  

  • Remote sign in and sign out for Teams Android devices - Microsoft Teams | Microsoft Learn       

• Yealink: 

  • MP54 - MS Teams - Yealink MP54 Full User Guide - CallTower Solutions Center (uc.solutions) 

  • MP56/MP58 - MS Teams - Yealink MP56 and MP58 User Guide - CallTower Solutions Center (uc.solutions)      

• MSFT Supported Devices - Microsoft Teams - Certified Devices - CallTower Solutions Center (uc.solutions) 

• If we sold the device, we will replace/RMA the device up to a certain age depending on if it's Rent-To-Own or if it’s a purchased device. See the article for more information: Internal Support Process - Hardware RMA - CallTower Solutions Center (uc.solutions) 

Common Issues: 

• User not able to make or receive calls 

  • Check to see if user is licensed/has DID assigned 

• User picks up phone but doesn’t answer 

• Contacts not syncing 

  • Not a feature 

• Can’t Sign into phone 

  • “Login disabled by Admin” 

    • Case 01337391 

• Network Issues 

  • NOT SUPPORTED. Refer the customer to work with their local network admin. 

• Multiple sidecars aren’t working when daisy-chained into each other 

  • If there are 2 sidecars, the second has to have its own dedicated power supply