CloudPBX Troubleshooting Guide

The table below provides some helpful direction when troubleshooting your FirstDigital CloudPBX service.

If you’ve reviewed the information below and you’re still experiencing issues or didn’t find an answer for your particular issue, email or call Customer Service at customerservice@firstdigital.com or 801-456-1000

Helpful Links and Informaiton	Explanation	Direction

Helpful Links and Informaiton	Explanation	Direction
SIP ALG Detector	SIP ALG is the primary issue we face when turning up VOIP services. This software is a quick and easy way to determine if SIP ALG is on. We advise you turn it off.	Once you have the page up, click the “This link” under “Client Based Testing”. The program is small and can be removed once the test has been completed.
SIP ALG Tips and Tricks	Link to the SIP ALG and NAT issues page.	The information provided in the link may resolve potential issues right away.
Calls Marked as Spam	Calls marked as spam are phone calls that have been identified as potentially unwanted, malicious, or fraudulent. These calls are often made by telemarketers, scammers, or automated systems (robocalls) attempting to deceive or annoy the recipient. The PDF attached will provide you with the links necessary to register your numbers.
Equipment Troubleshooting	Connectivity Problems: No dial tone: This could indicate a network issue, incorrect account settings, or a problem with the phone's provisioning. Calls not connecting: Similar to no dial tone, this could be due to network problems, misconfigured settings, or issues with the VoIP service provider. One-way audio or call quality issues: This might be caused by network congestion, jitter (delays), or problems with the phone's hardware. Configuration Issues: Phone not registering with the server: Incorrect account information, server details, or firewall restrictions can prevent registration. Features not working properly: Specific functionalities like call forwarding, voicemail, or call recording might not work due to misconfiguration. Other Issues: Physical damage: A damaged phone handset or faulty power cable can cause various malfunctions.	Power and Connection: Ensure the phone is properly plugged into a working power outlet. If using PoE (Power over Ethernet), verify the switch or hub is PoE compliant. Check for any damage to the power cable or ethernet cable. Try using a different cable to rule out cable issues. Try using a known working ethernet jack if one is available. Restart the Phone: Power cycle the phone by unplugging it for at least 30 seconds and then plugging it back in. Network and Configuration: Verify the phone has obtained a valid IP address. You can find the IP address of the phone by pressing the “OK” button. You’re looking for the IPv4 address.
CloudPBX User guide	This guide covers the primary features of the phone and PBX, like voicemail, conference calling, WiFi, and Bluetooth settings