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Prime Phone Troubleshooting Guide

The following steps should be followed in exact order when your Fonality system is not working properly.  For the quickest results, follow the steps as they are listed below before doing anything else.  In most cases, performing these steps will restore functionality to your phone.  Otherwise you will be directed to the best option to have your phone operational as quickly as possible.

1. Place a Call and Check Fonality HUD Status
   1. If the phone does not ring, then something is being blocked or the phone is not registered
   2. If the phone does ring, or if there is no fonality pop up, proceed to step b
   1. at the top left corner of the HUD there is a status field
   2. Check to see if there is a green dot showing up
      1. If you are unable to change the status to Online, proceed to Step 2
   1. If the dot is red or yellow, click the drop down and try to select “online”
   2. If the dot is green, proceed to step 2
1. Place a call in, does the phone ring? Is there a Fonality pop-up?
2. Open up the Fonality HUD on your desktop, and check your status

1. Reset Your Phone
1. Unplug the cord where it plugs into the phone.  You will want to make sure that all lights and displays on the phone go out.  Leave the cord out for at least ten seconds then plug it back in.  When the phone comes back online (has a dial tone and shows you as “Active” on the HUD) try another test.  If this does not solve the problem, continue on to step 3.

1. Reset Fonality HUD
   1. Once you identify it, right click it with your mouse and then left click on the menu that comes up where it says “Exit”
1. Click the “X” at the top right corner of the Fonality HUD to shut it down
2. Go to the Task bar at the bottom right, next to the clock, and find the HUD icon (small, bile-green colored with “Fon” printed on it).  If you do not see it, click on the upward pointing arrow on the left side of those small icons.  This will open the “hidden icons”.  Make sure the icon does not appear in this area if you don’t see it with the other icons that are visible on the taskbar.
3. Now open the task manager by placing your mouse anywhere in the blank space on the very bottom section of the screen (the taskbar) and do a single right click.  If you are on top of an icon, you will only get a menu that applies to that program.  If you don’t see the choice “Start Task Manger” you need to try it from another spot on the taskbar.  You will want to choose the selection that says “Start Task Manager” by left clicking it.  You will see this:If you are seeing a much simpler window that says “Task Manager” at the top, look on the bottom left for a choice to “Show More Options” and click on that to see the image above.  Make sure that the correct tab “Processes” is selected (see red circle on image) and then check for the Fonality name in either the “Apps” or “Background Processes” (green circle on image).  If you see it, select it by left-clicking it once to select it and then clicking on the “End Task” button on the bottom right of the task manager window (blue circle on image).  Once you have ended all Fonality processes, you can close this screen with the “X” on the top right corner of the window.

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1. Now find the Fonality icon on your desktop or in your start menu and relaunch the HUD.
2. Make sure that the 'status' at the top right corner of the HUD shows Online, with a green dot
1. If it does not, change the status to online by clicking on it once and change the status to 'online'
2. Place a test call to see if it is operational yet.  If not, proceed to the next step.

1. Switch Web Launcher
   1. In almost the dead center, there will be a dropdown box next to where it says “Web Launcher Profile”.(see red circle in above image).  It should say “CallPotential Call Center”.  If it does not, select it from the dropdown box.
   2. You can now close this window, but be sure to click on “Apply” before closing so the new settings take effect.
1. On the Fonality HUD, click the 'File' button at the top left portion of the HUD. It says "Fonality" next to it.
2. From the menu that opens, go to the bottom and click on “Settings”.  You will see this:
3. Image Added
4. Click the last tab, it is labeled "Web Launcher".  (see blue circle in above image)

1. Test again after completing this, to see if it has resolved the issue
1. If so, awesome.  If not, proceed to the next step.

1. Reboot Computer
1. For one or more reasons, restarting the computer may solve the problem.  Restart the HUD after the computer comes  back up and place a test call.  Proceed to the next step if it still not working properly.
2. Reload From Server
1. On the Phonality HUD, go back into the settings by clicking on the “File” button on the upper left of the HUD and then clicking on “Settings”.  This time, choose “Connection” (red circle on the image below).
2. You will see this:

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In this window you will want to check to make sure a couple of the settings are selected.  

1. Make sure the “Launch on Startup” is selected (blue circle on image above).
2. Click on “Load Settings from Server” (yellow circle on image above).
3. Click “Apply” (green circle on image above).
4. Click close to exit the Settings window.

    Now place another test call.  If at this point your phone is still not working, you will want to reach out to either Prime internal IT or Fonality support to help you solve the issue.