Phones Troubleshooting

“I’m not receiving calls to a specific device.”

1. Check the device's settings and see if the ringers are turned off.
2. Tap the volume button to turn up the volume.
3. Check if Do Not Disturb is on.
4. Go to Settings>Sound>Ringtones, and ensure ringtones are on.
5. Unplug the device from the power cord and ethernet cable for 1 minute.
6. After 1 minute, plug in the power cord and ethernet cable to the device in the same port they were removed from. 
7. Check to see if this was successful by calling the business number associated with the location. 
8. If the device is still unable to receive calls please confirm the device model and follow factory reset instructions.

GRP2615 (No Touch Screen) Factory Reset:

1. Press the Middle Navigation key.
2. Go to System and navigate to Factory Reset and press the Select button.
3. Confirm the action by pressing the Yes button.
4. Delete the device from Podium and add the device again from Settings>Phones>Desk Phones.

GVX3350  (Touch Screen) Factory Reset:

To restore the GXV3350 unit to factory reset via the LCD Menu, please refer to the following steps:

1. On GXV3350 idle screen, go to Settings → Advanced → System Security → Factory reset.
2. Tap on Ok to confirm.
3. Delete the device from Podium and add the device again from Settings>Voice>Desk Phones

Please contact Podium Support if the following steps do not work. 

“I’m not receiving calls to any device.”

1. Ensure the network is still operational by running a speed test on speedtest.net with a computer connected to the same network as the phones. 
2. If the network speed test has results that are below our minimum requirements, the network will need to be upgraded.
   Minimum Network Requirements:
   Upload Speed - at least 0.2 Mbps per device
   Download Speed - at least 1 Mbps per device
   Jitter - less than 40ms
   Packet loss - less than 2%
3. If the network is operational please contact Podium Support.

“It is random which devices receive calls and which don’t.”

1. Ensure that the network is still operational by running a speed test at www.speedtest.net with the computer that is connected to the same network as the phones. 
2. If the network speed test has results that are below our minimum requirements, the network will need to be upgraded. Here is more information on the network requirements needed: https://help.podium.com/hc/en-us/articles/8296354675475-Network-Requirements-for-Voice
3. If the network is operational and meets the network requirements, please contact Podium support. 

“Phone calls are lower quality than expected.”

1. Ensure that the network is still operational by running a speed test on speedtest.net with a computer connected to the same network as the phones. 
2. If the network speed test has results that are below our minimum requirements, the network will need to be upgraded. Here is more information on our network requirements: Network Requirements for Phones
3. If the network is operational, please contact Podium support. 

“I can’t make any calls to my customers.”

1. Unplug the device from the power cord and ethernet cable for 1 minute.
2. After 1 minute, plug in the power cord and ethernet cable to the device in the same port they were removed from. 
3. Attempt to make another call using the business number associated with the location. 
4. If these steps do not solve the issue, please Contact Podium Support. 

“I can’t connect my device to Podium.”

1. Review Getting Started with Phones article to make sure the phone is set up correctly. 
2. Ensure the device is connected to the Network by connecting to the ethernet cable or over Wifi. Podium recommends using the ethernet cable to ensure a stronger connection and better quality of calls. 
3. Unplug the device from the power cord and ethernet cable for 1 minute.
4. After 1 minute, plug in the power cord and ethernet cable to the device in the same port they were removed from. 
5. Check to see if this was successful by calling the business number associated with the location.
6. Check the device model and follow the appropriate factory reset instructions below.             

GRP2615 Factory Reset: (No Touch Screen): 

1. Press the Middle Navigation key.
2. Go to System and navigate to Factory Reset and press the Select button.
3. Confirm action by pressing the Yes button.
4. Delete the device from Podium and add the device again from Settings>Voice>Desk Phones

GVX3350 Factory Reset (Touch Screen):

To restore the GXV3350 unit to factory reset via the LCD Menu, please refer to the following steps:

1. On GXV3350 idle screen, go to Settings → Advanced → System Security → Factory reset.
2. Tap on Ok to confirm.
3. Delete the device from Podium and add the device again from Settings>Voice>Desk Phones

Please contact Podium Support if the following steps do not work. 

“I can’t make and receive calls.”

Please contact Podium Support. 

“My forwarded voicemails are not being displayed in Podium.”

1. Contact the business’ phone carrier that the calls are being forwarded from to ensure the forwarding is set up correctly.
2. If the phone carrier has confirmed these are being forwarded please contact Podium support. 

“I’m not being notified of missed calls.”

Please contact Podium Support.