Troubleshooting Wizard
Please select the issue Ublux should troubleshoot:
1. Issues with your physical phone
1.1 What problem are you experiencing with your physical phone?
Ublux is the tool that allows businesses to fully personalize communication with customers.
1. Issues with your physical phone
1.2 It wil not turn on
Make sure your phone is only powered via PoE or via a power adapter and not both. If this does not solve the problem, please send us an email at support@ublux.com and we’ll send you a new phone in case you are renting it from us.
You may use a web-phone that can be used via your computer temporarily. Please contact support for details.
1. Issues with your physical phone
1.3 Is your phone connected via Wi-Fi?
1. Issues with your physical phone
1.4 Yes. IP Phone Connected to WiFi
We do not recommend connecting the phone via Wi-Fi. Please try to connect it via an ethernet cable instead.
1. Issues with your physical phone
1.5 IP Phone connected with ethernet cable
Is your phone connected to a network that has internet access via an ethernet cable?
1. Issues with your physical phone
1.6 Is the ethernet cable connected to the RJ45 port?
Please note: The RJ45 port says Internet and NOT PC
1. Issues with your physical phone
1.8 Please power off your router and then on
Wait a few minutes after rebooting your router.
Does this solve the problem?
I have no access to the router skip this step and continue with the troubleshoot.
1. Issues with your physical phone
1.9 We need to gather information about your physical phone
Please enter the MAC address of your UBLUX phone. The MAC address may be located on the back of your phone or you may obtain it by going to settings on your phone. The MAC address has the format XX:XX:XX:XX:XX:XX or XXXXXXXXXXXX where an X can be any number or letter A,B,C,D,E or F.
I am not able to obtain my Phone MAC Address. Try a different way.
1. Issues with your physical phone
1.10 Please enter your Account Pin and Device Pin
That information can be obtained by logging in to your Ublux account. Once you login click on the Account tab. This tab will contain your account pin. Then click on Phones Tab. Locate your phone and click on the Info button.
1. Issues with your physical phone
1.9 We need to gather information about your physical phone
IP Phone MAC: Using Encryption: Primary PBX Online: Primary PBX UDP: Primary PBX TLS: Primary PBX Phones Connected: Failover PBX Online: Failover PBX UDP: Failover PBX TLS:
3. Issues with phone calls
3.1 Please select the type of calls you are experiencing problems with:
3. Issues with phone calls
3.3 Please enter the phone number that is experiencing problems.
Successfully found account .
Please call from your cellphone wait for the call to connect and hang up.
I've made the call, please check status (click continue)
3. Issues with phone calls
3.4 Analyzing problems with the last 10 incoming phone calls.
Please wait...
Please contact our emergency line
+1 555 234 56789
There is nothing wrong with the provider. Let’s now check if the call is routed correctly. When calling