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Yeastar Technology Co., Ltd.

Troubleshooting

Version 1.0

Date: July 16th, 2012

Room 202, No. 23 Wanghai Road, 2nd Software Park, Xiamen, China 1
Yeastar Technology Co., Ltd.

Part 1 Hardware fault ........................................................................... 4

1 Hardware related faults..................................................................... 4


1.1 Fail to power on the device .................................................................................... 4
1.2 Fail to access the device ......................................................................................... 4
1.3 Fail to recognize the modules ................................................................................ 4
1.4 Fail to get dial tone from FXS port .......................................................................... 5
1. 5 One way voice when call through FXO port .......................................................... 5
1.6 Fail to upgrade the firmware .................................................................................. 5

Part 2 Software Fault............................................................................ 6

2 Web GUI related faults ...................................................................... 6


2.1 Undefined or blank menu of web GUI ................................................................... 6
2.2 Prompts firmware and hardware mismatch after login ......................................... 6
2.3 Get 502 bad Gateway ............................................................................................. 6
2.4 Very slow when access the web GUI ...................................................................... 7
2.5 Get prompt says there are new attacks ................................................................. 7

3 Extensions related faults ................................................................... 8


3.1 Local extension failed in registering ....................................................................... 8
3.2 Remote extension failed in registering................................................................... 9
3.3 Extension failed in receiving calls ........................................................................... 9
3.4 Extension failed in calling out............................................................................... 10
3.5 Analog extension failed to hear dial tone ............................................................ 10

4 SIP trunk related faults .................................................................... 10


4.1 SIP trunk status ..................................................................................................... 10
4.2 Failed in receiving calls ......................................................................................... 11

5 PSTN related issues ......................................................................... 12


5.1 No Caller ID........................................................................................................... 12
5.2 PSTN line always busy .......................................................................................... 12
5.3 Cant receive calls from PSTN lines ...................................................................... 13
5.4 Internal extension does not ring .......................................................................... 13

6 Voice mail related faults .................................................................. 13


6.1 Failed in accessing VM by pressing *2 ................................................................. 13
6.2 No message in voicemail box ............................................................................... 14
6.3 Voicemail to Email faults ...................................................................................... 14

7 SMS related faults ........................................................................... 15


7.1 Failed in sending SMS to email ............................................................................. 15

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Yeastar Technology Co., Ltd.
7.2 Failed in Email to SMS .......................................................................................... 15

8 Others ............................................................................................. 16
8.1 System prompts .................................................................................................... 16
8.2 External storage.................................................................................................... 17
8.3 New settings dont take effect ............................................................................. 17

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Yeastar Technology Co., Ltd.

Part 1 Hardware faults

1 Hardware related faults

1.1 Fail to power on the device

Fault description Possible Cause Solution


All status LED go Power adapter breaks down Change a power adapter
out Main board breaks down Ask for RMA

1.2 Fail to access the device

Fault description Possible Cause Solution


1. Cannot bePC and MyPBX are not in the Change the PC to the same
accessed via http same local network local network with MyPBX
nor SSH Incorrect IP address Reset to factory default
2. Cannot get ping and retry
response Ethernet cable breaks down Change a new Ethernet
cable
Ethernet port of MyPBX breaks Ask for RMA
down
RUN status LED Main board breaks down Ask for RMA
light goes out
RUN status LED Firmware installed breaks down 1. Enable the backup
light does not firmware by pressing the
blinking reset button for 15
seconds when the system
is powered on
2. Use program cable to
reinstall the firmware

1.3 Fail to recognize the modules

Fault description Possible Cause Solution


Cannot detect Restore from an old backup Reset to factory default
some of the configuration which is with no and reconfigure
modules from the exactly the same hardware

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Yeastar Technology Co., Ltd.

web GUI modules


Modules breaks down Change a new module
Main board breaks down Ask for RMA

1.4 Fail to get dial tone from FXS port

Fault description Possible Cause Solution


Insert an analog If this still happens after rebooting Change a FXS module
phone to the FXS the system, this might be caused
port of MyPBX but by a broken-down module
gets no dial tone If rebooting the system fixes this Ask for RMA
issue, this should be caused by the
broken-down main board

1. 5 One way voice when calling through FXO port

Fault description Possible Cause Solution


Only extension If this still happens after rebooting Change a FXO module
side can hear the the system, this might cause by a
external caller or fault module
callee, the other If rebooting the system fix this Ask for RMA
side cannot hear issue, this should be caused by the
anything broken-down main board

1.6 Fail to upgrade the firmware

Fault description Possible Cause Solution


Fail to upgrade the Firmware breaks down during Download the firmware
firmware via http network transmit again and upgrade the
nor TFTP firmware again through
TFTP
Firmware and hardware Use the correct firmware
mismatch, for example, upgrade to upgrade again
the MyPBX SOHO with a MyPBX
standard firmware
Main board of MyPBX breaks Ask for RMA
down

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Yeastar Technology Co., Ltd.

Part 2 Software Faults

2 Web GUI related faults

2.1 Undefined or blank menu of web GUI

Fault description Possible Cause Solution


There are menus Browser cache the old version Clean the cache of the
show undefined or web GUI items browser and login again
blank after
firmware upgrade

2.2 Prompts firmware and hardware mismatch after login

We have an encrypt chip on the motherboard, the encrypt chip was written in with
specific information in different models and hardware versions of MyPBX, when upgrade
the firmware, the background application will check the information stored in the chip
and compare with the firmware. In this way, users will not be able to write an incorrect
firmware to MyPBX. MyPBX background application will check this when system start up
as well. In this way, even if users are able to write the firmware into MyPBX in some
unauthorized way, they will not be able to run the system.
Fault description Possible Cause Solution
After logging in The backup ground application 1. Power off and power on
web GUI, see the couldnt get the information from the device
prompts that the chip correctly 2. Reset to factory defaults
says Hardware User write an incorrect firmware Upgrade the firmware
doesnt match the into MyPBX again
firmware version ,
The encrypt chip breaks down Ask for RMA
upgrade cannot
complete

2.3 Get 502 bad Gateway

Fault description Possible Cause Solution

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Yeastar Technology Co., Ltd.

After logging in The system is under attack Step 1 Close ports of


web GUI, see the MyPBX that are open to
prompts that says public network;
502 bad Step 2 Change all the login
Gateway passwords for web GUI,
extensions and so on;
Step 3 Setup proper
firewall settings on MyPBX
web GUI.

2.4 Very slow when access the web GUI

Fault description Possible Cause Solution


Getting very slow The system is under attack Step 1 Close ports of
when accessing MyPBX that are open to
the web GUI public network;
Step 2 Change all the login
passwords for web GUI,
extensions and so on;
Step 3 Setup proper
firewall settings on MyPBX
web GUI.

2.5 Get prompt says there are new attacks

Fault description Possible Cause Solution


Get prompts that The system is under attack Step 1 Close ports of
says There are MyPBX that are open to
new attacks after public network;
logging in the web Step 2 Change all the login
GUI passwords for web GUI,
extensions and so on;
Step 3 Setup proper
firewall settings on MyPBX
web GUI.
Register multiple SIP trunks to the Step 1: Check the IP
same host but hasnt setup any blacklist and find out who
common rules to accept the host attack the MyPBX, the IP
of the SIP trunk will probably the IP
address of the SIP trunk;
Step 2: Remove the IP

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Yeastar Technology Co., Ltd.

address from the IP


blacklist;
Step 3: Add a common
rule to accept the IP
address of the SIP trunk;
Subscribe a lot of BLF status on Step 1: Check the IP
one IP phone but hasnt setup any blacklist and find out who
common rules to accept the IP of attack the MyPBX, the IP
the IP phone will probably the IP
address of the IP phone;
Step 2: Remove the IP
address from the IP
blacklist;
Step 3: Add a common
rules to accept the IP
address of the IP phone;

3 Extensions related faults

3.1 Local extension failed in registering

Fault description Possible cause Solutions


When try to IP phone and MyPBX are not in Change the IP phones IP
register an same local network to make IP phone and
extension locally, MyPBX in same network.
there is an failure Using different transport Change the IP phones
even enter correct transport to make it same
IP address and with MyPBX
password Using different SIP port Change the SIP port on IP
phone to make it same
with MyPBX
Using TCP or TLS transport but not Step1 Enable TCP
enable it on MyPBX transport or TLS transport
on SIP Settings page
Step2 Reboot MyPBX
Using SIP IP phone to register Change the IP phone or
IAX extension change the extension from
SIP to IAX

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Yeastar Technology Co., Ltd.

3.2 Remote extension failed in registering

Fault description Possible cause Solutions


When try to Using different transport Change the IP phones
register an transport to make it same
extension with MyPBX
remotely, there is Using TCP or TLS transport but not Step1 Enable TCP
an failure even enable it on MyPBX transport or TLS transport
enter correct IP on SIP Settings page
address and Step2 Reboot MyPBX
password Using SIP IP phone to register Change the IP phone or
IAX extension change the extension from
SIP to IAX
Using local IP to register Change the SIP server to
MyPBXs public IP
Hasnt do any port forwarding Make port forward on
on router router which MyPBX
connect
Using SIP port configured on Change the sip port on IP
MyPBX but the port on router phone to the port on
which forward to SIP port on router which forward to
MyPBX are not same MyPBX SIP port

3.3 Extension failed in receiving calls

Fault description Possible cause Solutions


Extension cant Extension was configured as In edit extension page,
receive calls even always forward uncheck always forward.
though register Or dial *071 using this
successfully extension
Extension or IP phone was Step1 If extension was
configured as DND configured as DND, in
extension edit page,
uncheck DND. Or dial *075
using this extension
Step2 If IP phone was
configured as DND, disable
DND on IP phone.

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Yeastar Technology Co., Ltd.

3.4 Extension failed in calling out

Fault description Possible cause Solutions


Extension cant Extension is not in outbound route Edit outbound route, and
make calls out move the extension from
even though left square to right square.
register The number which extension Delete the number in
successfully dialed is in blacklist blacklist if you have to dial
this number
In MyBill System There is no balance in this Recharge for this
extension extension after logging in
MyBill
No rate for this call Create rate for this call

3.5 Analog extension failed to hear dial tone

Fault description Possible cause Solutions


When connecting No FXS port on MyPBX or modules Re-install S2 module or SO
analog phone to are not installed correctly module on MyPBX
MyPBX, ones cant Modules or mother board are Change a module or
hear dial tone broken mother board to try again,
if still not fixed, ask for
RMA

4 SIP trunk related faults

4.1 SIP trunk status

Fault description Possible cause Solutions


The status shows MyPBX firewall consider there is Open firewall page, and
unreachable an attack from SIP trunk host, so then click IP Blacklist
add SIP trunk host IP to blacklist Manage, delete the IP of
SIP trunk host.
You network firewall have a sip Re-configure your firewall
packet traffic

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Yeastar Technology Co., Ltd.

The status shows No reply for Option packet Uncheck Qualify in trunk
unknown edit page or in SIP
Settings page

4.2 Failed in receiving calls

Fault description Possible cause Solutions


Can make DID is mismatching Step1 Create a new
outbound calls but inbound route, and define
cant receive calls DID number to match
from SIP trunk the DID
Step2 If still there are
issues, change To Field
parameter from Invite to
To(SIP
Settings->Advanced
Settings->To Field)
Can receive calls Extension is not in the outbound Move this extension from
but cant make route left to right in outbound
outside calls from route edit page
SIP trunk The trunk status Reachability is Uncheck Qualify in trunk
unknown. edit page or SIP
Settings->Advanced
Setting
The trunk doesnt support to You can ask your ISP to
make outbound calls enable the trunk for
making outbound calls.
You can test like this:
register the trunk on an IP
phone, and then try to
make calls.

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Yeastar Technology Co., Ltd.

5 PSTN related issues

5.1 No Caller ID

Fault description Possible cause Solutions


When there is an This PSTN lines CLIP has not been You should ask your ISP to
incoming call, enabled enable CLIP. You can test
there is no caller id this: plug the PSTN line
into an analog phone
directly, and then make a
call to this PSTN line,
check if there is caller ID
or not
Incorrect configuration on caller Step1 If you can get caller
ID signaling ID signaling parameter
from your ISP, please enter
it directly
Step2 If you cant get the
parameter, you can try the
3 consists: (ring
Bell-USA) / (before ring
DTMF) / (polarity/DTMF)
Step3 If Caller ID still cant
work, you should make a
record via SSH, ask for
support

5.2 PSTN line always busy

Fault description Possible cause Solutions


PSTNs status is Setup incorrect busy detections Step1 Login web GUI and
always busy even settings on MyPBX edit this PSTN line, check if
though there is no busy detection is yes. If
call it is no, change it to
yes.
Step2 If you can get busy
tone parameter from your
ISP, configure it directly.
Step3 If you cant get this
parameter, then you

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Yeastar Technology Co., Ltd.

should make a record via


SSH. Please contact
support.

5.3 Cant receive calls from PSTN lines

Fault description Possible cause Solutions


Ones can make PSTN line is not selected as Move the PSTN trunk from
calls through PSTN selected trunk Available trunks to
line but cant selected in inbound
receive calls from route or create a new
this trunk inbound route for this
PSTN line
Wrong configuration of caller ID Please refer to 5.1 No
signaling caller ID

5.4 Internal extension does not ring

Fault description Possible cause Solutions


When making a Mismatch of caller ID signaling Please refer to 5.1No
call from outside, caller ID to change caller
the caller can hear ID signaling.
ring back but Notice: This issue could be
internal extension fixed in most cases by
cant ring. changing caller ID start
from ring to polarity

6 Voice mail related faults

6.1 Failed in accessing VM by pressing *2

Fault description Possible cause Solutions


When press *2, Wrong feature code Use correct feature code,
cannot reach you can check it on
voicemail box feature code page

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Yeastar Technology Co., Ltd.

Wrong password Make sure the password


of VM, you can check it at
extension edit page
Not enable voicemail Enable voicemail at
extension edit page

6.2 No message in voicemail box

Fault description Possible cause Solutions


There is no The message is too short If the message is shorter
voicemail even than 5 seconds by default,
though somebody it would be not saved. You
has left a message can change the min
message time in
Voicemail Setting page
Enable Delete Voicemail Once enabled this feature,
the voicemail will be
deleted after email
correctly. Please disable to
fix this.

6.3 Voicemail to Email faults

Fault description Possible cause Solutions


Voicemail to email Not enabled voicemail to email Enable VM2EMAIL in
could work as feature extensions page
expected SMTP test failure Step1 Make sure the SMTP
information is correct
Step2 Make sure SMTP
port is not blocked by your
ISP
Step3 Make sure your
email password do not
contain special symbol,
like ( )

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Yeastar Technology Co., Ltd.

7 SMS related faults

7.1 Failed in sending SMS to email

Fault description Possible cause Solutions


Cant receive SMS Not enable SMS to Email Enable SMS to Email in
via Email even SMS Settings page
though configured Has not configured email settings Configure email settings
email in SMS Settings page or SMTP and make sure SMTP test
test failed successful
SIM card error Install the SIM card to
mobile phone to see if it
can receive SMS or not. If
not, change to another
SIM card
GSM module error Check the signal of this
GSM trunk in Line Status
page. If the status of the
trunk shows failed and the
signal of the trunk shows
please insert SIM card
even though you have
inserted SIM card, please
change a GSM module and
ask for RMA

7.2 Failed in Email to SMS

Fault description Possible cause Solutions


Cant send SMS via Dont enable Email to SMS Enable Email to SMS in
email even though SMS Settings page
configured email Wrong email subject Subject of Email
Step1 mobile number,
using the 1st GSM port to
send SMS
Step2 port-9:mobile
number, using port 9 to
send SMS
Step3 if you configured
access code, the subject

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Yeastar Technology Co., Ltd.

should be 500:access
code-mobile number.
Step4 if you configured
access code and you dont
want to use 1st GSM port
to send SMS: 500:access
code-port:9-mobile
number
SIM card error Install the SIM card to
mobile phone to see if it
can send SMS or not. If
cant, change to another
SIM card
GSM module error Check the signal of this
GSM trunk in Line Status
page. If the status of the
trunk shows failed and the
signal of the trunk shows
please insert SIM card
even though you have
inserted SIM card, please
change a GSM module and
ask for RMA

8 Others

8.1 System prompts

Fault Possible cause Solutions


description
Want to Dont know how to Step1 open System Prompts page
change change system Step2 download mode select Auto
system prompts via HTTP Detection
prompts to Step3 Choose your prompts
own language Step4 Click Download
Notice: you should make sure MyPBX can
access WAN
Dont know how to Step1 download the prompts to your own PC
change system from
prompts via TFTP http://downloads.yeastar.com/VoicePrompts/
Step2 Enter TFTP server IP

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Yeastar Technology Co., Ltd.

Step3 Enter your prompts file name


Step4 Click Download

8.2 External storage

Fault description Possible cause Solutions


Wants to configure Dont know how to configure Step1 Choose a Windows
external storage external storage OS based PC as the
but failed Net-Disk server. (Note:
only Windows OS is
allowed)
Step2 Create a folder on
this PC
Step3 Create a text file
named status.txt in the
folder
Step4 Share the folder and
enable permission of
everyone to read and
execute.
Step5 Enter Net-Disks
IP/share name
Step6 Click save
Step7 If successes, you will
find succeed file and
auto-backup folder in
the share folder
Failed in configuring external Step1 enable permission
storage on windows 7 of everyone to read and
execute
Step2 do not back up on
C-disk.

8.3 New settings dont take effect

Fault description Possible cause Solutions


Make new settings Do not click Apply Change Click Apply Change to
but new settings apply new Settings
dont tack effect

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