Snom — Frequently Asked Questions

On this page you’ll find answers to common issues with Snom desk phones. If your question isn’t listed here, check your phone’s manual or search online for more help. Still stuck? Reach out to our support team.

• Snom — Frequently Asked Questions
• Why does my Snom stay on ‘initializing’?
• 1. First-Time Setup
• 2. The Phone Was Working, But Now It’s Not
• 3. The wrong phone number is visible after transferring
• 4. How do I set different ringtones on my Snom?
• 5. I have one-way audio — I can hear the other person but they can’t hear me (or vice versa)
• 6. M300: my handset won’t register to the base station
• 7. M300: incoming calls don’t ring on the handset
• 8. M300: poor audio quality on the handset
• Related Pages

Why does my Snom stay on ‘initializing’?

If your phone is stuck on “initializing,” this is normal when the phone is trying to register itself. However, if it stays stuck for a long time, it means it hasn’t connected to our platform. Here are the common scenarios and solutions:

1. First-Time Setup

If this is the first time you’re setting up the phone:

• Double-check the manual: Make sure you’ve followed every step and filled in all the necessary fields correctly.
• Still not working? If the phone was previously used with another provider, it may need to be reset. Follow the manual again after resetting it to make sure the setup is correct.
• If that doesn’t help, you may need to contact the previous provider to release the phone so it can connect to our platform.

2. The Phone Was Working, But Now It’s Not

If your phone was working fine before but is now stuck on “initializing”:

• Unplug and restart the phone: Pull the plug out and plug it back in. This often resolves connection issues, especially if there was a temporary network glitch or provider update.
• Still stuck? Try accessing the phone’s web interface by entering its IP address in a browser. If you can access it, check the settings to see if anything is wrong.
• Still nothing? If it won’t restart or connect, there’s a chance the phone is damaged and may need replacing.

3. The wrong phone number is visible after transferring

Do you see your colleague’s number on your phone instead of the customer’s number after transferring the call? This may be due to the Caller ID settings of your VoIP account.

• Log in to Freedom.
• Click on Admin.
• Select VoIP account.
• Click on the correct VoIP account.
• Go to the tab Advanced (SIP) settings.
• Change Caller ID header from SIP Header to Remote Party-ID SIP header.
• Click Save.

4. How do I set different ringtones on my Snom?

• Open the web interface of your phone (see the Snom Options page for instructions on finding the IP address).
• Go to Setup → Preferences → Audio tab.
• Check that Alert Internal Text says alert-internal. Change it if needed.
• Choose which ringtone should be played for Alert Internal Ringer.

5. I have one-way audio — I can hear the other person but they can’t hear me (or vice versa)

One-way audio is often caused by a network or codec issue. Work through these steps:

• Restart the phone: Unplug it and plug it back in. This resolves many temporary audio issues.
• Check your codec settings: Open the web interface, go to Identity 1 → RTP tab, and make sure the codec is set to g722, pcma, g729. Click Apply.
• Check the keepalive setting: Go to Identity 1 → NAT tab and make sure the Keepalive interval is set to 15. Click Apply.
• SIP ALG: If you use a router with SIP ALG enabled, try disabling it. SIP ALG often causes one-way audio and call issues.
• Still not working? Get in touch with us and share the date, time and phone number of a call where this happened.

6. M300: my handset won’t register to the base station

If a handset shows “Registration failed” or keeps trying without success:

• Make sure the base station is powered on and connected to the network.
• On the handset, go to Connectivity → Register and try again.
• When prompted for the access code, enter 0000 (four zeros).
• If the handset was previously registered to a different base station, it needs to be deregistered first. On the handset go to Connectivity → De-register and enter the PIN (default: 0000).
• If nothing works, try a factory reset of the base station via the web interface: Settings → Reset and set up the handset again from scratch.

7. M300: incoming calls don’t ring on the handset

If the base station receives calls but the handset doesn’t ring:

• Check that the handset is properly assigned to a SIP extension. In the base station web interface, go to Extensions and make sure the correct handset is selected under the extension.
• Make sure the handset is within range of the base station. Walls and distance can reduce the DECT signal.
• Restart both the base station and the handset.
• Still not working? Get in touch via our contact page.

8. M300: poor audio quality on the handset

If audio sounds choppy, garbled or delayed on the handset:

• Move the handset closer to the base station. Poor DECT signal is the most common cause of bad audio quality.
• Make sure the base station firmware is up to date. Check the latest version at service.snom.com and update via the web interface if needed.
• Check that no other wireless devices (Wi-Fi routers, microwaves, other DECT phones) are causing interference near the base station.
• If the issue only happens on external calls, check the codec settings on the base station: go to Servers → select your server → make sure codecs include g722, pcma, g729.

Related Pages

Snom

Snom Options

No access

No access

Setup your Snom