I have seen issues where the label doesn't show even though you can see it in the programming. I currently have a similar issue but different load. One thing to check to isolate this, does it happen on all phones or just this one? In my case it appears to be just a single set. There may be something wrong with the memory this is using. I had the end user edit the button i.e.from the set and it displays the name. I also am working to move this phone to a new memory location by creating a new phone, changing the old to another number and updating the new with the true extension so as not to use the old memory location