Mitel 5330e wont display programmable key labels

[demery]

Hello,

I have a cluster of mitel 3300's running MCD 7.0 SP1 PR1 13.0.1.28.  I need to know if this 1 phone of mine is defective or if there is a programming error somewhere on my Mitel 5330e IP phone.  During bootup, the phone screen comes up as normal with the typical information showing on the screen.  Once the application loads on the phone I get the station extension on the bottom of the phone and all of the sub system keys on the top but none of the user keys will display the labeling of the options I programmed on the phone.

Has anybody else experienced this sort of issue.  I have over 50 IP phones in my location and none of the others have ever produced this issue.

Also all of the programmed keys perform their action even though the display shows no label for the button.

Thanks in advance for the help

[ralph]

I doubt it's a bad phone.
Try this:
 - Be sure it's programmed as the right type of phone.  5330e vs 5330.
 - default the phone and try again.
 - Replace a known good phone with that one by swapping out the MAC addresses.

If none of these work then I suppose you could have a bad phone.

Ralph

[demery]

Thanks for the info Ralph,

Here is my monkey wrench.  I tried all of the above and switching the bad phone with a knowen good spare, the spare worked and all of my programmable keys showed up.  Funny thing was, and this is my monkey.  I brought the bad phone down to my testing office and hooked it up to a mitel 5000 controller.  As soon as the phone booted up all of the programmable keys I have programmed on the 5000 test phone appeared. 

Corrupt firmware on the phone maybe?

I'm gonna try setting the phone back up on the 3300 cluster again and see if I get the same issue.

Just to give you an idea of what our environment looks like.  We have 3 mitel 3300's clustered together and our main 3300 has 10 IP sip trunks connected over to our clinic's Mitel 5000.  Fun network :-)

[ralph]

Are you sure the phone isn't still registering to the 5000?

Check to see if it's in TW mode.

Ralph

[demery]

I just double checked the TW mode on the phone.  It currently is not programmed with any teleworker settings. 

[ralph]

Have you tried defaulting the phone?

http://www.mitelforums.com/articles/3300/how-to-reset-phone-to-factory-default.php

Ralph

[demery]

Yes I did default the phone.  There is one option, since I connected it to my Mitel 5000.  I could switch the phone back to our 3300's and see if it redownloads the firmware if that will fix it.

[acejavelin]

If replacing the set fixed the issue, the problem was likely a phone problem, odd but still undeniable.

If you moved the phone from a 3300 to a 5000, it should have reflashed the firmware, which in itself could have "fixed" the problem, now moving it back to the 3300 will flash fiirmware again...

In other words, if the firmware was the issue, your troubleshooting procedure could very well have been the actual fix.