> ## Documentation Index
> Fetch the complete documentation index at: https://portaldocs.peartelco.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Quick fixes for the most common phone problems, and how to restart your phone safely

## Overview

Most phone problems have quick fixes you can do yourself in under a minute. Run through the checks below before logging a case. If none of them sort it, [support](https://portaldocs.peartelco.app/phones/support.md) is a call away on **02 8866 3000**.

## My phone isn't ringing

Work through these in order. They cover nearly every case:

1. **Check for the DND icon** in the status bar. If it's there, [turn Do Not Disturb off](https://portaldocs.peartelco.app/phones/features/do-not-disturb.md).
2. **Check for the forwarding icon** in the status bar. An active **Always Forward** stops your phone ringing. See [Call Forwarding](https://portaldocs.peartelco.app/phones/features/call-forwarding.md).
3. **Check the ringer volume**: press **Volume +** while the phone is idle. See [Volume & Ringtones](https://portaldocs.peartelco.app/phones/settings/volume-and-ringtones.md).
4. **Check your status in the Pear Portal**: Away, Break, Lunch, or Meeting all silence your phone. Set yourself back to [Available](https://portaldocs.peartelco.app/my-extension/setting-your-status.md).

## Callers can't hear me

1. Check you're not **muted**. The **Mute** key glows red when you are.
2. If you're on a headset, check it's plugged in firmly and the **Headset** key light matches how you're trying to talk. See [Headsets](https://portaldocs.peartelco.app/phones/settings/headsets.md).
3. Try the handset. If callers hear you on the handset but not the headset, the headset (or its cable) is the culprit.

## The screen is blank

The screen dims and turns off to save power. Press any key (or tap the screen on touch models) to wake it. If the phone won't wake at all, check the network cable in the back is clicked in. On most desks it also powers the phone.

## Restarting your phone

A restart fixes a surprising number of glitches: frozen screens, keys showing the wrong status, one-way audio. It's safe: your contacts, keys, and settings all survive a restart.

**Button phones (T46 / T54)**

The quick way:

1. Hold the **X** button for around 10 seconds.
2. When **"Reboot this phone?"** appears, press **Yes**.
3. The phone restarts and is back in a minute or two.

You can also go through the menu: press **Menu**, then **Basic > Reboot**, and confirm.

**Touch screens (T48 / T57)**

1. Tap **Menu**, then go to **Basic > Reboot**.
2. Tap **OK** to confirm.
3. The phone restarts and is back in a minute or two.

If the touch screen is completely frozen, unplug the network cable from the back of the phone, wait ten seconds, and plug it back in.

> [!WARNING]
>
> While the phone restarts, calls to your extension follow your no-answer routing (usually voicemail), so pick a quiet moment if you can.

## Factory reset: be careful

A factory reset is a very different thing from a restart, and it's almost never the answer.

> [!WARNING]
>
> A factory reset **clears everything from the phone**, including its connection settings, and can cause registration issues that stop the phone working until it's set up again. Only factory reset a phone if Pear support has asked you to.

On button phones (T46/T54): hold the **OK** button for 10 seconds, and when **"Reset to Factory Setting?"** appears, press **Yes**.

Because **X** (reboot) and **OK** (factory reset) sit next to each other, read the on-screen prompt before pressing Yes. If it says anything about factory settings and you only wanted a restart, press **No** and hold **X** instead.

## Frequently asked questions

**Will restarting my phone affect anyone else?**

No. Only your handset restarts. Calls in queues and your colleagues' phones carry on as normal.

**My phone says "No Service" or similar.**

That means it can't reach the phone system. Check the network cable first, then restart. If it persists, it may be a network or internet issue at your site. Please [contact support](https://portaldocs.peartelco.app/phones/support.md).

**Something else is wrong and it's not listed here.**

Restart first. If it's still misbehaving, [log a support case](https://portaldocs.peartelco.app/phones/support.md) or call **02 8866 3000** and we'll take it from there.


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