Trouble Adding new Phone to Shoretel 6.1

[Nick89]

I am having trouble adding a new phone to our Shoretel 6.1 Server. I plugged the new phone in, and nothing happens, "No Service" is displayed on the screen. I am trying to replace a phone that an employee damaged beyond repair.

I see the IP address on the phone, but I cannot find a way to add the phone through the Shoretel director software. Any help would be appreciated.

[59Deano]

Do you see The MAC address on any switch?

[spris]

Couple things to try:

Make sure under "IP Phones" - "individual IP phones" you allow the network the phone is connected to. For example if the phone is on 192.168.1.x and the server is on 192.168.200.x, you must tell Director that the 192.168.1.x is an allowed network.

Make sure your switch has enough IP ports available. In the switch status under the quick look you can see capacity available on the switch - if you are full you will need to get a new switch or allow additional IP ports (in switch config).

Sometimes on 7.1 and previous versions I have seen phones get stuck in "no service". Go to "individual ip phones" and find the phone MAC. Put a check in the box and delete the phone from the switch. Then run a clear command on the phone (mute 25327 #). You may have to reassign the phone once it reboots.

[Nick89]

Do you see The MAC address on any switch?

No I do not.

[Nick89]

Couple things to try:

Make sure under "IP Phones" - "individual IP phones" you allow the network the phone is connected to. For example if the phone is on 192.168.1.x and the server is on 192.168.200.x, you must tell Director that the 192.168.1.x is an allowed network.

Make sure your switch has enough IP ports available. In the switch status under the quick look you can see capacity available on the switch - if you are full you will need to get a new switch or allow additional IP ports (in switch config).

Sometimes on 7.1 and previous versions I have seen phones get stuck in "no service". Go to "individual ip phones" and find the phone MAC. Put a check in the box and delete the phone from the switch. Then run a clear command on the phone (mute 25327 #). You may have to reassign the phone once it reboots.

I am trying to replace a phone that is now broke. I haven't changed anything on the switch end, I just replaced the phone on the employee's desk.

The MAC Address Range listed under the "IP Phones" "Show Page" dropdown does not include the new phones MAC address. When the system was installed, all phones were in the range of "00-01-49-04-xx-xx" The new phone has a MAC address if "00-10-04-06-xx-xx" so it is outside of the range.

[spris]

The phones are all on the same LAN yes?

I would also check your phone info (mute 4636 #) to see if its pulling all the correct info from the dhcp server. As it boots and comes to "looking for ftp server" does it say "connected"?