Troubleshoot Classic PBX Issues

Find the issue you see in the tables below, then open its article for the full fix. Most Classic PBX issues come from IP access rules, the browser, or the network, so start with the quick checks.

Check the Classic PBX service status

Before you troubleshoot your own setup, check whether the issue is on the CommPeak side. The card below shows the live status of the hosted phone system behind Classic PBX. If it shows an issue or scheduled maintenance, wait for it to clear before you change any settings, and open the card for incident updates.

Classic PBX services

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Check these first

Run these checks before you open an article. They solve many access and call issues.

Make sure the IP address you work from is allowed in your PBX's Access Control List (ACL). See PBX IP ACL Settings.
Use an up-to-date browser that supports WebRTC, such as Chrome, Firefox, or Edge. If a page still fails to load, clear the browser cache and cookies, and sign in again.
Make sure your extension is logged in on your Softphone or IP phone, and that the device is set up as described in IP Addresses and Port Ranges for CommPeak's Classic PBX.
Test your connection with the CommPeak Speed Test. If you work from home or through a VPN, see Do I Need to Configure My Home Firewall for VoIP? and How Can VPN Affect VoIP Calls?.

Signing in and access

Use these articles when you cannot open PBX Stats or complete the sign-in.

Issue	What you see	Common causes
Access to PBX Stats Denied	PBX Stats does not open, or access is denied	Your IP address is missing from the Web ACL, an outdated browser, cached browser data
2FA Login Issues	The 2FA code email does not arrive, or you cannot use Google Authenticator	Code email in spam or moved by a filter, email delays, an incorrect email address, lost access to the authenticator app

Calls and call quality

Use these articles when calls do not start, do not ring, or sound poor.

Issue	What you see	Common causes
PBX Call Quality Issues	Calls connect, but the audio is poor	Termination carrier issues, PBX load such as high CPU or the concurrent call limit, network equipment without VoIP settings such as QoS or a disabled SIP ALG
Click2Call Link Opens an Unavailable Webpage and Does Not Start a Call	A Click2Call link opens an unavailable webpage, and no call starts	An invalid link, your IP address missing from the Click2Call ACL, the extension not logged in
Not Receiving an Incoming Call When Using Listen or Whisper	You start Listen or Whisper, but your Softphone or IP phone does not ring	The SIP client is not set up or logged in, the Do Not Disturb (DND) status is on

Still need help?

To check how stable your extensions' connections are, see How Can I Monitor the PBX Extension Latency?. If none of the articles solve the issue, contact CommPeak Support.