1. ShoreTel Troubleshooting
Quick Tips for common problems

2. Issues
The following instrctions should help cover any of the following:
ShoreTel doesn’t open at startup
No audio, voice or both
Phone remains ‘unassigned’
Call disconnects immediately

3. Restart Restarting the machine can be a quick and simple fix.
A restart ‘warm’ boots the machine giving the headset a chance to load before ShoreTel, fixing the majority of issues you may encounter.

4. Closing ShoreTel
A Full restart of ShoreTel often solves the most trivial issues but is often incorrectly performed. To fully restart ShoreTel:
Expand ‘Show hidden icons’ on the start bar
2. Right click the ShoreTel symbol and select ‘Exit’
3. Open ShoreTel from the user Desktop

5. Hardware - Headset Close ShoreTel Check headset is plugged in
Unplug and reinsert USB
Open ShoreTel
Make test call
If still no audio, Close ShoreTel.
Unplug Headset USB and plug in to a different USB port.
Make Test Call

6. Software – Windows Detection
Check Windows has detected the Audio Device; Right click ‘Audio’ on the start bar and select ‘Playback Devices’
At least 2 Audio Devices should be listed in the resulting pop-up. With the Audio window open, unplug and reinsert headset to ensure it’s being detected.
Set Headset as default device: right click on the device and select ‘Set as default device’ and ‘set as default communication device
Restart ShoreTel

7. Software – Windows Muted Audio
Open ‘Playback devices’ (previous slide)
Right click on headset device and select properties
On the Levels Tab ensure ‘Speakers’ volume is turned up and hasn’t be muted.

8. Software- ShoreTel Detection
In ShoreTel click on the shoreTel symbol in the top left and select Options
Click Softphone in the left hand panel
and check the ‘Play’ and ‘Record’ shows the headset
Click ok and apply to make a test call
If no headset device appears. Return to the start of the troubleshooting steps in this presentation.

9. ShoreTel – Unassigned Status
ShoreTel may not have automatically assigned itself to softphone. In ShoreTel check the top left of the window, if it shows as unassigned:
Click ‘Unassigned’ and select ‘Softphone’
You should now see ‘Softphone’ in the top left and a blue handset on the right: