Ublux Communications

Troubleshooting Wizard

Please select the issue Ublux should troubleshoot:

Troubleshoot Wizard

Ublux Communications 2021

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.

Troubleshoot Wizard

Ublux Communications 2021

1. Issues with your physical phone


1.7 Please power off your phone and then on (reboot)

Wait a minute or two after powering on your phone.
Does this solve the problem?

Troubleshoot Wizard

Ublux Communications 2021

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.

NOTE: If Phone is not found or there's an error shown above in the diagnostic report please contact support.

Troubleshoot Wizard

Ublux Communications 2021

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.

Troubleshoot Wizard

Ublux Communications 2021

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:

NOTE: If Phone is not found or there's an error shown above in the diagnostic report please contact support.

Troubleshoot Wizard

Ublux Communications 2021

3. Issues with phone calls


3.2 Please enter the phone number that is experiencing problems.

Troubleshoot Wizard

Ublux Communications 2021

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)