Recent Call Log Displays "Authorization Error"

Modified on Wed, 03 Jul 2019 at 08:48 AM

Logic - The recent call log on a phone is displaying an error and not allowing you to view the call history. The call logs for Broadsmart phones are hosted on our network, as such the phone requires authentication to be able to access them, sometimes the authentication can get out of sync which cases this error.


Troubleshooting


Step 1. Update the user level Web Access password by logging into the Broadsmart Admin Portal with an admin login and navigating to the particular impacted users line. For more detailed instructions please follow the guide here.



Step 2. Verify that the phone is not set to use custom credentials. 

  • Under the impacted user, select "Addresses"

  • Select "Configure Identity/Device Profile" (If you do not have this option please submit a support ticket requesting this access to be added to your administrator profile and for us to correct the call log issue for you)

  • Make sure that the "Authentication" option is set to "Use Identity/Device Profile Type Credentials"



Step 3. Rebuild the device configuration files by selecting "Files" and then "Rebuild the files"



Step 4. Reboot the phone by unplugging the device and plugging it back in. If the device continues to not be able to access the call logs, or the issue re-occurs please submit a support ticket for further assistance.


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