Phones
Resetting or Rebooting a Desk Phone
Quick troubleshooting steps to reset or reboot Grandstream and Yealink IP desk phones. Solve common issues with a simple restart.
Setup steps
- 1For a simple restart (soft reboot): Unplug the power adapter from the back of the phone. If the phone is powered via PoE, disconnect the Ethernet cable instead.
- 2Wait 10-15 seconds with the phone powered off. This allows any residual power to drain and ensures a clean restart.
- 3Reconnect the power adapter or Ethernet cable. The phone will power on and begin booting. The startup process typically takes 30-60 seconds.
- 4Verify the phone displays normally, shows the date/time, and after 60-90 seconds, indicates 'Registered' status or a green LED indicator showing active service.
- 5Test the phone by placing a test call. If the issue is resolved, the reboot was successful. If problems persist, proceed to factory reset.
- 6For Grandstream phones: Press Menu on the phone keypad, navigate to Config > Factory Reset, and confirm with the phone's MAC address (located on the bottom of the unit). The phone reboots with factory settings restored.
- 7For Yealink phones: Press Menu on the keypad, go to Settings > Advanced > Reset, and enter 'admin' as the password. Confirm the reset. The phone will reboot with factory defaults.
- 8After a factory reset, the phone will boot as if brand new with default settings. Log into the web interface using default credentials (admin/admin for Yealink, admin/password-on-sticker for Grandstream) and reconfigure your VoIP account.
- 9If a factory reset doesn't resolve the issue, the phone may require a hardware reset or may be defective. Contact Business IT Solutions support for additional troubleshooting or hardware replacement.
Troubleshooting
Phone won't power on after reboot attempt+
Verify the power adapter is properly connected to both the outlet and the phone. Check that the wall outlet works by plugging in a different device. Try a different power cable if available. If PoE is in use, verify the network switch supports PoE and the Ethernet cable is connected. If the phone still won't power on, it may have a hardware failure—contact support.
Factory reset fails or phone won't proceed+
Try a hard reset instead: Unplug power for 30 seconds, then plug back in. While the phone is starting up (within first 10 seconds), hold the Reset button (small hole on the back) for 10-15 seconds. The phone will power off and reboot. This bypasses any software locks and forces a factory reset.
Phone reboots but still doesn't register or show 'Unregistered'+
The reboot was successful but your VoIP configuration was lost (especially if you did a factory reset). Reconfigure your SIP account in the web interface with your VoIP provider's server, username, and password. Reboot the phone again after reconfiguring. If still unregistered, contact your VoIP provider to verify the account is active.
Cannot access web interface after reboot+
After reboot, wait 2-3 minutes for the phone to fully stabilize before attempting web access. Find the phone's new IP address by pressing OK (or the info button) on the keypad. Try accessing the web interface from a different computer to rule out a local network issue. If still unable to connect, perform a hard reset by holding the Reset button for 15 seconds while powered on.
Phone reboots repeatedly or loops during startup+
This indicates a serious software or hardware issue. Try powering the phone off for 5 minutes (longer than normal) to allow full discharge. Perform a hard reset by holding the Reset button for 15+ seconds while powered on. If loops continue, this likely indicates a failed hardware component and the phone should be replaced.
Pro tips
- A simple soft reboot (power cycle) resolves 80% of common phone issues—always try this before factory reset since it preserves your configuration.
- Factory resets should be used as a last resort since they erase all settings. Always have your SIP credentials written down before performing a factory reset.
- Keep the phone powered off for at least 15 seconds during a reboot—a quick unplug and reconnect may not fully reset the device's memory.
- If a phone frequently needs restarting, this may indicate a network stability issue. Check for loose Ethernet cables, network switch problems, or intermittent PoE power delivery.
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