The Infinity 3065 softphone requires the connected UCX system to have an active Software Subscription. If the subscription is not current, the application may not function or connect properly. If all Infinity 3065 devices on a specific UCX are experiencing connection issues, open the UCX Web-based Configuration Utility and navigate to System / Licenses / System Activation. Check the Support Renewal Date. If it has expired, use the Partner Portal to extend the support date to restore service.
Basic Information
When reporting 3065 issues, collect the following information to be included in the ticket.
Device
- Platform and OS
(Supported: Windows 10 and 11, Android 13.0 or higher, Mac OSX 10.15 or higher, iOS 13.0 or higher) - Phone Model and Version (e.g. Google Pixel 8, Android 16)
- 3065 Software Version
- Device ID
- Extension Number
Network
- Connecting to UCX on local or public network?
- Does UCX have Static IP Address?
- Is the UCX Public IP Address properly configured in SIP and XSTIM Settings?
- If mobile device, using Wifi or Cellular? And what is the signal strength?
- Is the UCX Firewall enabled or disabled?
Problem Isolation
Audio
- Check if the app has all the required permissions.
- Perform Echo Test. Dial *43#. Report the results.
- Duplicate the problem scenario, then send the application log file to support.
Include the date/time, calling and called numbers. - Optionally attach screenshots or videos to better illustrate the problem.
InfinityOne (Channels / Messages)
- Check in Partner Portal if InfinityOne is enabled and correctly configured for the user’s profile.
- Did the user login with his/her InfinityOne credentials.
- Send the application log file to support.
- Provide sceenshots or videos showing the problem.
SMS (Messages)
- Check in Partner Portal if SMS DID is configured for the user’s profile.
- Check in Partner Portal if the SMS DID is active. Even when the status shows active, it can take up to 5 days in Canada or 10 days in the US to be fully operational.
- To test if the SMS is being received, enable “Redirect to email address” and/or “Redirect to mobile number”.
- Duplicate the problem scenario, send the application log file to support.
Include the date/time, sender and target numbers. - Provide screenshots or videos showing the problem.
If InfinityOne and SMS are both disabled, the Channels and Messages tab will not be shown.
If only InfinityOne is enabled, Chat will be shown under Messages tab.
If only SMS is enabled, SMS will be shown under Messages tab.
Common Issues
Enter Device ID failed to register device
- Verify there is internet connection
- Reset Device ID in Partner Portal and try again
Phone is not registered
- Configure MAC address of the device in the Extension Properties page.
- OR use Set Based Configuration to configure and register the device.
Connecting to Server
- Verify there is internet connection
Server Unreachable
- Go to Settings – Profile Manager, verify the S1 Address and S1 Port is correct.
Phone does not connect after rebooting device
- Go to Partner Portal, verify the device profile is configured correctly.
- Go to Settings – Profile Manager, verify the S1 Address and S1 Port retrieved from the Partner Portal is correct.
