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IP400 Series Phone (While Setting Up a VPN Connection) Appears to Be Stuck at the "CLOUD credentials" Prompt (How to Resolve)

Scenario

400-Series Phone VPN Connection Setup Problem
 
Mitel Connect introduces VPN connectivity for 400-Series phones, allowing remote users to easily and securely register these phones with a Connect ONSITE switch.
 
The phones currently shipping from Mitel are equipped with Connect firmware build 800.2841.9111.0. This firmware is designed to permit easy connection of the phone to either a Mitel Connect CLOUD system or a Connect ONSITE system from within the corporate network.
 
VPN Setup
Setting up a phone to register with a Connect ONSITE switch using VPN requires a simple manual step to properly complete the setup. When a 400-Series phone is first powered up and connected to the network, during the start-up sequence it pauses and displays, “Press any key to enter setup,” allowing you to enter setup mode. After pressing a key to enter setup mode, you can enter your VPN credentials and complete the VPN setup successfully.
 
If this step is missed, the phone automatically continues its startup sequence and attempts to register with the Connect CLOUD server. At this point, the phone may appear to be "stuck" at the "CLOUD credentials" prompt and unable to registry using VPN.

More Information

400-Series phones with firmware older than build 800.2841.9111.0 are not equipped for use with VPN.

Resolution

This problem will be resolved in a future release of phone firmware.  In the meantime, use one of the workarounds described below.

Workaround

Option 1: Use this option if the phone has completed the setup procedure and displays “CLOUD credentials”:

  1. With the phone on hook, press the MUTE button followed by 73887# (SETUP#).
  2. Enter the Admin password (1234, by default).
  3. Select VPN and press the Open soft key.
  4. Set Use VPN to “ON” by pressing the Toggle soft key.
  5. Set the VPN Gateway value to your Edge Gateway IP address or fully qualified domain name (FQDN).
  6. Press the Back soft key.
  7. Select Services and press the Open soft key.
  8. Select Config Server and press the Edit soft key.
  9. Enter the IP address of the Headquarters Server in the Config Server 1 field.
  10. Press and hold the Back soft key.

The phone is now configured for VPN.
 
Option 2: Use this option to clear the phone and restart the setup procedure.  You can use this option before the phone prompts for “CLOUD credentials”.

  1. With the phone on hook, press the MUTE button followed by 25327# (CLEAR#).
  2. Press the Clear soft key.
    The Phone resets and begins the normal start-up sequence.
  3. While the phone is booting up, watch for the “Press any key to enter setup” prompt and press any key to enter setup mode.
  4. Enter the Admin password (1234, by default).
  5. Select VPN and press the Open soft key.
  6. Set Use VPN to “ON” by pressing the Toggle soft key.
  7. Set the VPN Gateway value to your Edge Gateway IP address or fully qualified domain name (FQDN).
  8. Press the Back soft key.

The phone is now configured for VPN.

ShoreTel Dates

Created Date 2015-10-30 - Modified Date 2017-04-12


Article: 000009189