Aptela Knowledgebase :: Troubleshooting Aastra phone configuration

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Troubleshooting Aastra phone configuration

Most phone installation or registration issues arise when the phone's MAC Address is not assigned to an extension or when the phone settings are not correct; however, your local network configuration may also cause problems.

If your pre-installed Aastra phone was reset or if you are experiencing phone registration issues (e.g., can't make or receive calls), use the below steps to update or verify your current Aastra phone settings.

If you are attempting to configure your Aastra phone for the first time and have not used our configuration instructions, please click here.

First make sure the correct MAC address and Phone Type are assigned to the appropriate extension.

Locate the phone’s MAC Address. The MAC Address is located on the back of the phone on a white sticker with a serial bar. It begins with “000”.
Log into Aptela at my.aptela.com.
- Users: Click My Account at the top of the page, and then click the My Phones tab.
- Admins: Click on the user the phone is assigned to, and then click the Edit Phones button.
Make sure the MAC Address reads the MAC Address on the back of the phone and that the Phone Type is Aastra.
If the phone is not listed, click Add a Phone to enter these settings. If the settings were not entered correctly, remove the existing phone and then readd it. To do this, click Options, select Remove this phone, and then click Add a Phone to reenter the correct settings. Click Add Phone to save all changes. If changes were made, unplug phone for 10 seconds then plug it in again.

Next verify that the phone settings are correct.

Step 1

Make note of your account’s FTP settings. If you are not the account admin, please refer to them to get this info.

Log into Aptela as the account admin: my.aptela.com.
Click My Account at the top of the page, and then click the Account Info tab.
Locate the FTP User and FTP Password. This information is made up of a string of numbers.
Make note of this information as it is needed it to check or update the phone’s configuration.

Step 2

Make note of the phone's IP address.

Press the Options button on the base unit.
Select Option 5 for Administrator Menu (or Option 9 for Network Settings). NOTE: the option number will vary by phone model.
Type in 22222 for the password and hit Enter.
Select option 2 for Network Settings then 2 for IP Address.
Make note of this information as you will need to enter it into a web page.

Step 3

Verify the phone settings.

On your computer, open a web browser.
Type the phone’s IP Address in the address bar and hit enter. (Ex., https://192.168.0.100)
Once the page loads it will ask you for a user name and password.
- The default username is admin
- The default password is 22222
On the left side of the page, click on Configuration Server.
Make sure the drop down for Download Protocol is HTTP.
Make sure the HTTP Server is a5.provisioning.aptela.com and that there are no spaces before or after it.
Make sure the HTTP Path is aastra/configs/ftpUser and that there are no spaces before or after it. NOTE: The ftpUser is the FTP User collected in Step 2.
Make sure the HTTP Port is 80 and that there are no spaces before or after it.
If changes were needed, click Save Settings at the bottom of the page. You will get a message to restart the phone. Click Reset on the left side of the page then click on Restart. The phone will begin to reboot.