1. Problem Solving
Below are several problems and their corresponding solutions that are frequently reported to us about Yealink DECT devices.
- 1. Problem Solving
- 1.1 My handset displays 'Searching for base' and doesn't work
- Possible solutions for the 'Searching for base' problem.
- I'm now getting the message 'No service'.
- 1.2 My handset displays 'No service'
- 1.2.1 Restart the device
- 1.2.2 How can I check if the issue is caused by a missing network connection?
- 1.3 I cannot access the web interface of my Yealink
- 1.4 The caller ID is not correct
- Adjusting Caller Header ID in the Web Interface
- Adjusting Caller Header ID in your VoIP account
- It's still not working
- 1.5 I'm receiving strange calls from numbers like 100, 101, 1000, 1001 and want to stop them
- What are these calls?
- Is it dangerous when this happens?
- How can I solve this problem?
- 1.6 Which VoIP account belongs to my device?
- 1.7 Only 4 of X handsets are ringing on my W60B, how can I change this to X?
- 1.7.1 This didn't help
- 1.8 Yealink W52 base station with newer type handsets
- 1.9 Warning 'default password in use'
- 1.10 My dial tone sounds very strange
- 1.11 Calling back from the missed calls list doesn't work
- 1.11.1 Temporary solution: There is a bug in your Yealink device
- 1.11.2 Long-term solution: Configure Proxy
- 2. Is your problem not listed?
- 2.1 Factory Reset
- 2.1.1 Factory Reset via the Web Interface
- 2.1.2 Manual Factory Reset
1.1 My handset displays 'Searching for base' and doesn't work
A Yealink handset connects wirelessly to a base station to make calls. If this connection is not established or lost, you will see 'Searching for base' on the handset display.
Possible solutions for the 'Searching for base' problem.
- Check if the handset is within range of the base station. If the handset is out of range, move it closer to the base station. The range of a Yealink base station is approximately 50 meters in an indoor setting.
- Try restarting the base station by temporarily disconnecting the power supply.
- Try re-registering the handset to the base station using the steps below:
- Press the 'OK' button on the handset or go to the 'Menu'
- Go to Settings->Register
- Select 'Register Handset' in the menu.
- Enter the PIN code (usually '0000') of the base station and press 'OK'.
- Wait until the handset is registered with the base station.
On the base station: Hold the button that looks like a 'WiFi' symbol for approximately 3 seconds. The top light on the base station will flash if this is successful. The base station is now in pairing mode. Now it's possible to pair a handset to the base.
On the handset:
I'm now getting the message 'No service'.
Follow the steps below.
1.2 My handset displays 'No service'
A Yealink handset displays 'No service' when it cannot establish contact with Voys. Often, the cause is a missing network connection or incorrect or unset login credentials. Try the options below to restore the connection between your device and Voys.
1.2.1 Restart the device
First, try restarting the device.
- Disconnect the power cable and internet cable from the base station (these might also be a single cable).
- Immediately after, you can reconnect the cables. Note! If there are two cables, first connect the internet cable to the base station. Only then connect the power cable.
- Let the base station restart. Once you see three green lights, the handset should work again.
1.2.2 How can I check if the issue is caused by a missing network connection?
By checking if the base station has a connection to the network. You can do this as follows.
- Pick up your handset.
- Press the round button three times.
- On the display, an IPv4 address is shown. Based on what is displayed, two situations are described below.
1.3 I cannot access the web interface of my Yealink
- Is your URL set to https ? Some Yealink devices/firmware can only be accessed via the secure transfer protocol.
- Is your browser indicating that you're on an unsafe site?
- Click on advanced settings.
- Indicate that you trust the website.
- You will now see a login screen.
- features.direct_ip_call_enable = 0
- Make sure your laptop or base station is temporarily on the same network. After making the adjustments, they can be separated again.
- Take your device to another network or possibly another location where all devices have direct contact with the same network.
Always contact your IT professional to discuss the most convenient approach.
1.4 The caller ID is not correct
The phone rings and you don't see the caller's information or extra information such as your company name or a long number (e.g., 174480001) on your display. The caller ID is not correct. The Caller ID probably isn't set correctly in your device and/or VoIP account. To fix this, we'll first check the web interface of the device.
The caller ID source of your device is now set correctly. Now let's fix it in your VoIP account.
Finding the IP address of the device
- Press the OK button three times.
- Enter the IP address of the device in a web browser (on a computer that's on the same network). Note! Use https:// Log in with the username admin and the password admin.
Adjusting Caller Header ID in the Web Interface
- Go to Account.
- Go to Advanced.
- Go to Caller ID Source.
- Then select RPID-FROM.
- Then press Confirm.
Adjusting Caller Header ID in your VoIP account
The caller ID source of your device is now set correctly. Now let's fix it in your VoIP account.
- Go to Freedom and log in with your username and password.
- Go to Admin.
- Go to VoIP account.
- Choose the VoIP account connected to your device (Read here how to find that out).
- Select the tab Advanced (SIP) settings.
- Go to Caller ID Header.
- Set this to Remote-Party-ID SIP header.
- Then test if you now only see the caller's information.
It's still not working
In some devices, you need to add an extra file: NUMBERWARE.CFG. You can find how to do this under Settings - Configuration.
Keep in mind that when you change this setting, the Outbound Proxy Server must be filled in. Otherwise, calls from a VoIP account with a long outgoing name will not reach the phone.
1.5 I'm receiving strange calls from numbers like 100, 101, 1000, 1001 and want to stop them
You're receiving strange calls (ghost calls) and when you try to answer, the connection is broken.
What are these calls?
VoIP traffic (SIP) travels through various ports within your network. External individuals can (intentionally) send data packets to these ports. This can cause your device to ring with a strange number in the display, such as 100, 101, or 1001. These calls are often immediately disconnected when you try to answer them.
Is it dangerous when this happens?
These calls are generally harmless. You won't find them in your call list in Freedom and no call costs will be charged for them.
How can I solve this problem?
- First check if your device is connected to a modem or router with an active router function.
- You can do this by finding the IP address of your device.
- If the IP address starts with 192.168.xxx.xxx, 172.16-31.xxx.xxx, or 10.xxx.xxx.xxx, then your device is properly connected.
- To prevent the calls, you need to better secure your firewall. You can find more information in this guide.
- If you cannot set up the above on your router/firewall, you can also change the local SIP port on the device. By default, this is set to 5061 for device 201. You can change this to 5091, for example.
- In the webGUI, this is under 'Features' > 'General Information' and is called
- Accept SIP Trust Server Only : Enabled
- Allow IP Call : Disabled
- You can change the local SIP port under 'Settings' > 'SIP' and it is called
- For Local SIP Port, enter a different value instead of 5061.
- features.direct_ip_call_enable = 0
- account.X.sip_trust_ctrl = 1
1.6 Which VoIP account belongs to my device?
You want to make an adjustment to your phone or you want to change phones. You have found the right guide, but you don't know which VoIP account is yours.
Check the display of your phone
The display of your phone often shows which internal number you have. If you have customized this to a name, continue reading further.
Call the VoIP accounts
- Log in to Freedom.
- Go to Admin.
- Go to VoIP account.
- Use a device or softphone for which you already know the internal number or don't need to know it.
- Call the internal numbers one by one and check if the device in question rings.
- Once it rings and you see on the display that it's you calling, you know the internal number.
Tip: VoIP accounts with a green dot are active devices.
The web interface
If the option to make outgoing calls is not available, you can log in to the web interface.
- Go to Account.
- The internal number of your device can be found under Display Name.
- Do you have multiple VoIP accounts connected to your device? Click on the dropdown next to account to find another internal number.
1.7 Only 4 of X handsets are ringing on my W60B, how can I change this to X?
It could be that a maximum of 4 handsets are ringing instead of X. This might be a setting in the base station that needs to be adjusted.
- Log in to the web interface of the base station.
Finding the IP address of the device
- Press the OK button three times.
- Enter the IP address of the device in a web browser (on a computer that's on the same network). Note! Use https:// Log in with the username admin and the password admin.
- Go to Features.
- Then General Information.
- Go to Number of Active Handsets
- Change the number to 8.
- Press Confirm at the bottom of the page.
- From now on, all X handsets will ring instead of a maximum of 4.
1.7.1 This didn't help
- Check in the interface if all devices are properly configured.
- It could also be a network problem.
1.8 Yealink W52 base station with newer type handsets
A Yealink W52 base station works well with a Yealink W52 handset. With the combination of a W52 base station and, for example, a Yealink W53 handset, things work differently. Often, an 'older' base station with the latest software works fine with 'newer' handsets. In this specific case, we've noticed that the combination of a Yealink W52 base station with a Yealink W53 handset can cause various problems. Since the Yealink W52 combination no longer receives software updates, this will not change in the future. We recommend always using W52 handsets with a W52 base station if possible. If you want to use 'newer' handsets, use the combinations recommended by Yealink.
Looking for new VoIP devices? Check here.
1.9 Warning 'default password in use'
You notice a warning on your phone's display about a password that needs to be changed. This is a default password for the interface of your Yealink device. You can change it by following the steps below.
First, log in to the web interface of your Yealink device.
Finding the IP address of the device
- Press the OK button three times.
- Enter the IP address of the device in a web browser (on a computer that's on the same network). Note! Use https:// Log in with the username admin and the password admin.
Password Change
- Click on the yellow message in the top right Default password is in use. Please change!
- Enter the old password admin and set your new password.
You will see that the yellow notification is now gone from the web interface. If it's still visible on your phone, restart your base station by unplugging it and plugging it back in.
Caution! Keep your new password safe! If you lose it and want to make changes to your phone settings in the future, you'll need to reset the device to factory settings.
1.10 My dial tone sounds very strange
Finding the IP address of the device
- Press the OK button three times.
- Enter the IP address of the device in a web browser (on a computer that's on the same network). Note! Use https:// Log in with the username admin and the password admin.
- Go to the Settings tab.
- Click on Tones.
- Under Select Country, select the country where you are using the phone.
- Press Confirm.
The dial tone should now be clearer.
1.11 Calling back from the missed calls list doesn't work
Suppose you temporarily lose your internet connection and try to call a number with your Yealink. It doesn't work! Fortunately, your internet connection is quickly fixed and you try to call the number again through the call history. But the outgoing call still doesn't work.
1.11.1 Temporary solution: There is a bug in your Yealink device
This is a known bug in Yealink devices. A number that was called during a connection issue cannot be called from the recent calls list.
To resolve this temporarily, you can manually dial the number once. For example, if you want to call 050 7009920 using the shortcut? Dial all ten digits, make the call. After this, the re-dial option will work again.
1.11.2 Long-term solution: Configure Proxy
If you experience this problem frequently, there is also a long-term solution. For this, you need to access the web interface of your Yealink.
2. Is your problem not listed?
Your problem is not listed or the solution doesn't work. Before trying the options below, keep in mind that the problem might not be with the Yealink itself. Network problems are often underlying causes of devices that don't ring or have audio problems. So always make sure to have an IT professional look at it as well.
2.1 Factory Reset
Finding the IP address of the device
- Press the OK button three times.
- Enter the IP address of the device in a web browser (on a computer that's on the same network). Note! Use https:// Log in with the username admin and the password admin.
The Yealink DECT has two ways to perform a reset. We describe both methods below.
2.1.1 Factory Reset via the Web Interface
- Go to Settings.
- Go to Upgrade.
- Click on Reset to Factory.
The device will now need a few minutes to reset itself. Once it's finished, you can here set up the device again.
2.1.2 Manual Factory Reset
For this reset, you need to access the base station.
- Disconnect the power adapter and/or the PoE cable from the base station. The lights should turn off. It should not receive any power.
- Wait 15 seconds.
- Press and hold the button on the base station.
- While keeping this button pressed, reconnect the power cable and/or PoE cable to the station/power outlet.
- Wait until all three lights are on again, then you can release the button.
- Wait 5 minutes.
- Disconnect the power again.
- Wait 15 seconds.
- Reconnect the power.
After this, your handsets and base station may also update themselves. Once that's done, you can set up the handsets again. You can read how to do this here.