https://www.notion.so/I-have-a-problem-with-my-Yealink-1a840e6d8f978157b224c28a395e7e9d?pvs=4

1. Troubleshooting

Below are a number of problems and their corresponding solutions that are often reported to us regarding Yealink desk phones.

• 1. Troubleshooting
• 1.1 I get a background light on my phone when using BLF
• 1.2 The caller ID is incorrect
• Adjusting Caller Header ID in the Web Interface
• Adjusting Caller Header ID in your VoIP account
• It still doesn't work
• 1.3 I cannot find missed calls
• 1.3.1 How to turn missed calls on and off
• 1.3.2 How to turn on a popup
• 1.3.3 Can I also turn off missed calls only when my phone is on DND?
• 1.4 Calling back from the missed calls list doesn't work
• 1.4.1 Temporary solution: There's a bug in your Yealink phone
• 1.4.2 Long-term solution: Fill in Proxy
• 1.5 I receive strange calls from e.g. 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 Turning off Call Waiting on a Yealink device
• 1.7 Which VoIP account belongs to my device?
• 1.8 The Pick Up function doesn't work
• 1.9 My Yealink shows the warning 'default password in use'
• 1.10 My dial tone sounds very strange
• 1.11 I cannot access the web interface of my Yealink
• 1.12 The device works, but has unusual problems
• 2. Problem not listed?
• 2.1 Factory Reset
• 2.1.1 Factory Reset via the web interface
• 2.1.2 Manual factory reset

1.1 I get a background light on my phone when using BLF

If you encounter this issue, you can adjust the setting: features.blf_active_backlight.enable=0. This is done via the configuration file.

Go to Settings.

• Then Configuration.

• For Export CFG Configuration File, select from the dropdown menu: Non-Static Settings.
• Then click on Export.
• Save the file and open it.
• Modify: features.blf_active_backlight.enable=0
• Go to the web interface Settings.
• Then Configuration.

• For Import CFG Configuration File, select from the dropdown menu: Non-Static Settings.
• Then click on Import.
• Save the file and open it.
• After restarting the phone, the setting should be adjusted.

1.2 The caller ID is incorrect

Your phone rings and you don't see the caller's information or you see extra information such as your company name or a long number (e.g., 174480001) on the display. The caller ID is incorrect. This is likely because the Caller ID is not set correctly in your phone and/or VoIP account. To fix this, we'll first check the web interface of your phone.

Finding the IP address of the device

• Press the OK button or
• Go to the menu of the phone.
• Select Status.
• Go (on a computer that is in the same network as the phone) to the IP address of the phone in a web browser. 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 click on Confirm.

Adjusting Caller Header ID in your VoIP account

The caller ID source on your phone is now set correctly. Now let's set it correctly in your VoIP account.

• Go to Freedom and login with your username and password.
• Go to Admin.
• Go to VoIP account.
• Choose the VoIP account that is connected to your phone (Read here how to find out which one).
• Select the tab Advanced (SIP) settings.
• Go to Caller ID Header.

• Set this to Remote-Party-ID SIP header.

• Now test if you only see the caller's information.

It still doesn't work

For some phones, you need to add an extra file: NUMBERWARE.CFG. You can find how to do this here under Settings - Configuration.

Note 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.

1.3 I cannot find missed calls

You missed a call, but you can't find it. Here's how to turn the call log on or off on your device. First, log in to the web interface of your device.

Finding the IP address of the device

• Press the OK button or
• Go to the menu of the phone.
• Select Status.
• Go (on a computer that is in the same network as the phone) to the IP address of the phone in a web browser. Note! Use https://
• Log in with the username admin and the password admin.

1.3.1 How to turn missed calls on and off

• Go to Account
• Go to Account.
• Change Missed Call Log to enabled.
• Click on Confirm.

You should now be able to see your missed calls. If this is set to disabled, they will no longer be visible.

1.3.2 How to turn on a popup

Would you like to see the popup as well? Here's how to turn it on:

• Go to Features and then click on Notification Popups.
• Change Display missed call Popup to enabled.
• Click on Confirm.

The popup is now visible.

1.3.3 Can I also turn off missed calls only when my phone is on DND?

For now, this doesn't seem to be a specific option. The missed calls feature can be either turned on or off.

1.4 Calling back from the missed calls list doesn't work

Suppose you temporarily have no internet connection and you 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 outbound call still doesn't work.

1.4.1 Temporary solution: There's a bug in your Yealink phone

This is a known bug in Yealink phones. You cannot call a number from the recent calls list if you tried to call it during a connection issue.

To temporarily solve this, you can manually dial the full number once. For example, if you want to call the abbreviated number 050 7009920, type all ten digits, make the call. After that, the redial feature will work again.

1.4.2 Long-term solution: Fill in Proxy

If you experience this problem frequently, there's also a long-term solution. For this, you need to access the web interface of your Yealink.

1.5 I receive strange calls from e.g. 100, 101, 1000, 1001 and want to stop them

You receive strange incoming calls (ghost calls) and when you try to answer them, the connection is immediately terminated.

What are these calls?

VoIP traffic (SIP) uses various ports within your network. External parties can (deliberately) send data packets to these ports. This can cause your phone to ring with a strange number showing on your display, such as 100, 101, or 1001. These calls are usually disconnected immediately 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 history in Freedom and you won't be charged for them.

How can I solve this problem?

• First, check if your phone 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 this 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. Find more information in this guide.
• If you cannot configure 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 phone 201. You can change this to something like 5091.
• 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
• Local SIP Port: enter something other than 5061.
• features.direct_ip_call_enable = 0
• account.X.sip_trust_ctrl = 1

1.6 Turning off Call Waiting on a Yealink device

When you're on a call and receive another call, you'll hear a beep tone through the line. This can be distracting, so in some cases it might be better to disable this feature. You will then no longer receive notifications of new calls while you're already on a call.

• Press the OK button on the handset.
• Go to Call options/Call Features.
• Then go to Call Waiting.
• Use the left or right arrow key to turn it off and press OK.

1.7 Which VoIP account belongs to my device?

You want to make an adjustment to your phone or you want to change phones. You've found the right manual, but you don't know which VoIP account belongs to you.

Look at the screen of your phone

The display of your phone often shows which internal number you have. If you have ever changed this to a name, continue reading.

Call the VoIP accounts

• Log in to Freedom.
• Go to Admin.
• Go to VoIP account.
• Use a phone 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 see if the device in question rings.

Tip: VoIP accounts with a green dot are active devices.

• Once it rings and you see on the display that you're calling, you know the internal number.

The Web Interface

If the option to make an outgoing call is not available, you can log in to the web interface.

• Go to Account.
• At Display Name you'll find the internal number of your device.

• If you have multiple VoIP accounts linked to your device, click on the dropdown behind account to find another internal number.

1.8 The Pick Up function doesn't work

Finding the IP address of the device

• Press the OK button or
• Go to the menu of the phone.
• Select Status.
• Go (on a computer that is in the same network as the phone) to the IP address of the phone in a web browser. Note! Use https://
• Log in with the username admin and the password admin.

1.9 My Yealink shows the warning 'default password in use'

You notice a warning on your phone's display about a password that needs to be changed. This password 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 or
• Go to the menu of the phone.
• Select Status.
• Go (on a computer that is in the same network as the phone) to the IP address of the phone in a web browser. Note! Use https://
• Log in with the username admin and the password admin.

• Click on the yellow text 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 in the web interface. If it's still visible on your phone, restart it or your base station if you have a DECT phone.

Attention! Keep your new password safe! If you lose it and want to make changes to your phone in the future, the phone will need to be reset to factory settings.

1.10 My dial tone sounds very strange

Finding the IP address of the device

• Press the OK button or
• Go to the menu of the phone.
• Select Status.
• Go (on a computer that is in the same network as the phone) to the IP address of the phone in a web browser. Note! Use https://
• Log in with the username admin and the password admin.

• Choose the tab Settings.
• Click on Tones.
• For Select Country, enter the country where you are using the phone.
• Click on Confirm.

The dial tone should now be clearer.

1.11 I cannot access the web interface of my Yealink

• Have you checked if your URL starts with https ? Some Yealink devices/firmware can only be accessed through the secure transfer protocol.
• Does your browser indicate that you're on an unsafe site?
• Click on advanced settings.
• Indicate that you trust the website.
• You will now see a login screen.
• Is your laptop on the same network as your base station? Sometimes networks are set up so that telephony is separate from the computers and laptops in a company. Your laptop may not have access to your base station. There are two things you can do.
• Ensure that 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 are directly connected to the same network.

Always contact your IT person to discuss the most convenient approach.

1.12 The device works, but has unusual problems

• Sometimes the device works but gives strange problems. This is often due to a network issue. Think of issues such as:
• Stuttering sound or dropping audio
• Suddenly disconnected connection
• Problems with internal transfers
• Devices continue to ring after a colleague has answered the call
• Outgoing calls do not connect (or drop)
• Incoming calls do not connect (or drop)
• Encrypted calling often provides a solution here.
• Read here how to set this up on your Yealink device.

2. Problem not listed?

The 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 not ringing or having audio problems. So always make sure to have an IT specialist look at this as well.

2.1 Factory Reset

2.1.1 Factory Reset via the web interface

Finding the IP address of the device

• Press the OK button or
• Go to the menu of the phone.
• Select Status.
• Go (on a computer that is in the same network as the phone) to the IP address of the phone in a web browser. Note! Use https://
• Log in with the username admin and the password admin.

• Go to Settings.
• Go to Upgrade.
• Click on Reset to Factory.

The device now needs a few minutes to reset itself. When it's done, you can here set up the device again.

If after the restart the device doesn't show a network connection, unplug the power cable and plug it back in. This should help the device find the network again.

2.1.2 Manual factory reset

• Hold the OK button on the device pressed for at least 10 seconds until the device asks if you want to perform a factory reset.
• Choose yes.
• The device will now perform a factory reset.

If after the restart the device doesn't show a network connection, unplug the power cable and plug it back in. This should help the device find the network again.

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