📞Troubleshooting NuSutus Phone System Issues

📞How to Troubleshoot Issues with the NuSutus Phone System

Use this guide to restore phone functionality when inbound or outbound calls are not working on the NuSutus system.

🔎Identify Your System
⚙️Troubleshoot the NuSutus Phone System
🚧If the Issue Persists
✅Summary

🔎Identify Your System

| Model | Description |

| **5800** | Single unit with ports on the rear panel. |

| **8000 / 9000** | Two-piece system consisting of a main unit and a 24-port PoE switch (black for 8000, white for 9000). |

📸 Picture placeholder – Front view of 5800

📸 Picture placeholder – Front view of 8000/9000 main unit and PoE switch

⚙️Troubleshoot the NuSutus Phone System

Follow these steps for all NuSutus models. Each step includes picture placeholders for the 5800 and combined 8000/9000 setups.

Step 1 — Check Power and Network Connections

1. **Verify all power supplies are connected and active.**

- **5800:** Confirm both main and secondary PoE power cables are connected; the second powers the store phones.

- **8000 / 9000:** Ensure the main unit and external PoE switch each have their own power cables securely seated and the PoE switch light is solid.

2. **Confirm each device displays an IP address.**

- The front display should show an IP address (e.g., 192.168.x.x). If it shows 'No Network' or stays blank for 5 minutes, note this before continuing.

3. **Check the network connection to the Cradlepoint / InHand.**

- Trace the Ethernet cable from the NuSutus main unit to the Cradlepoint / InHand router and ensure both ends are seated. Confirm the router port light is active.

📸 Picture placeholder (5800) – Rear view showing power connections and Cradlepoint / InHand Ethernet port

📸 Picture placeholder (8000/9000) – Main unit and PoE switch power with Ethernet link to Cradlepoint / InHand

🧠 Note: The IP address display confirms network communication. If no IP appears, continue to Step 2.

Step 2 — Reboot the Cradlepoint / InHand Router

If the NuSutus unit does not display an IP address or shows 'No Network,' reboot the Cradlepoint / InHand router.

1. Identify the device: Look for antennas labeled Cradlepoint or InHand. Usually placed near the GLS Router or NuSutus main unit.

2. Check that it has power: Ensure the power light is solid. If not, unplug for 30 seconds and reconnect.

3. Check the network connections: WAN port to modem, LAN1 to GLS Router Port 4, LAN2 to NuSutus. Each port should have link lights.

4. Reboot the router: Unplug power for 30 seconds, reconnect, and allow 2–3 minutes for it to fully boot.

📸 Picture placeholders – Front views, port diagrams, and LED indicators.

🧠 Note: After reboot, confirm the NuSutus display shows an IP address. If not, continue to Step 3.

Step 3 — Reboot the NuSutus System

If the NuSutus display still shows 'No Network' or no IP address after rebooting the Cradlepoint / InHand, reboot the NuSutus hardware.

1. Power down the system:

- **5800:** Unplug only the main power cable; leave the PoE supply connected.

- **8000 / 9000:** Unplug only the main unit’s power cable; do not unplug the PoE switch.

- Wait 30 seconds before reconnecting.

2. Reconnect the main unit’s power: The display should start cycling through startup messages.

3. Allow 20–30 minutes for a full boot. Once complete, the display will show a valid IP address and phones should be operational.

📸 Picture placeholders – Power and display sequences for both setups.

🧠 Note: When the display shows a valid IP address and phones are active, the system has reconnected. If still blank after 30 minutes, proceed to Step 4.

Step 4 — Test Inbound and Outbound Calls

After rebooting, confirm that phone service has returned.

1. Test an outbound call: Dial an external number (e.g., your personal cell). Confirm connection and audio in both directions.

2. Test an inbound call: From an external phone, dial the store’s main number. Verify phones ring and can answer.

3. Observe call quality: Listen for delay, static, or dropped calls.

🧠 Note: If calls fail in either direction or audio remains distorted, continue to the escalation section below.

🚧 If the Issue Persists

If none of the above steps resolve the issue, continue troubleshooting using related resources or escalate as outlined below.

1) Double-Check Key Points

Both NuSutus power supplies are connected and power light is on.
The Cradlepoint / InHand router has solid power and active link lights.
The NuSutus display shows a valid IP address (no 'No Network').
The system has been allowed 20–30 minutes to boot.
Inbound and outbound calls were tested but still fail or have no audio.

2) Escalation Instructions

For Store Team Members:

If the issue remains after all steps, contact your District Manager (DM) for guidance.
Tell your DM you completed all troubleshooting steps and describe the phone or display behavior.

For District Managers:

1. Review the information provided by the store and confirm all steps were completed.

2. If you cannot triage or the issue is critical/system-wide, follow the Emergency HELP Line Protocol (opens in a new tab) to contact the On-Call Tech.

✅ Summary

Follow these steps to verify power, network, and connectivity for all NuSutus models.
The 8000 and 9000 share identical steps, differing only by PoE switch color.