phone not working "network is down"

Question

we have 4 extensions and one extension goes out intermittently and resets itself - until now.  the phone says network is down however the date and time are current and all other phones are working.  I spent three hours with tech support and to no avail.  A ticket was put in as they believed it was a bad phone that needed replaced.  took a couple days for them to reach back out but when they called back the phone was working again.  2 days later the same thing I rebooted the phone it sat for a couple days and suddenly was working.  worked again for a day and now its down again.  cant keep running to the conference room to answer the phones when i need to be at the front door and desk

BeckyH · Answer

Hey, ​@jennifer-slywczakThanks for sharing all that detail. This kind of intermittent issue is frustrating!Since only one phone is affected while the others work fine, this points to something local rather than an account or service issue.Here are a few things worth trying before looping support back in:1. Swap the cable and switch port Try plugging the phone into a different ethernet port on your router/switch with a brand new cable. A failing port or cable can cause exactly this pattern oflosing data connection while the phone stays powered on.2. Disable SIP ALG on your router This setting is one of the most common culprits for single-phone VoIP issues. It's usually found in your router's advanced or firewall settings. Turning it off has resolved this for many users.3. Reprovision the phone from the Admin Portal Log into the RingCentral Admin Portal → go to your Devices list → find the phone and click Resync. This pushes a fresh configuration to the device and can clear up registration issues.4. Assign a static IP to the phone If your router is reassigning the phone's IP address periodically, that can break its registration. Setting a DHCP reservation for the phone's MAC address (or a static IP) can help stabilize it.If none of those do the trick, call back into support and asking them to review the phone's registration logs on RingCentral's side and they can see exactly when and why it's dropping off. You can also open or follow up on a case here: support.ringcentral.com/new-caseLet me know if any of these things work! And if not, we can help with a case too. Just shout!

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