| Display reads “Not in service” or set is completely dead |
1. Check the cable connection at both the telephone set and the wall jack.
2. Verify the set is connected to a digital station port on the KSU — Norstar sets cannot connect to analog ports or standard phone jacks.
3. Swap the telephone set with a known-working set to determine if the fault is in the set or the wiring/port.
4. Check system programming to confirm the station DN is assigned to that port (Feature ** → Terminals & Sets).
5. Inspect the cable for damage, sharp bends, or crimped connectors. Replace if suspect.
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| Display is blank / no backlight but set powers on |
1. The display contrast may be set to minimum. Press Feature *0, then press the up/right navigation key or volume up to increase contrast.
2. If the set is an M7100 or T7100 (no display), this is normal — these models have no LCD screen.
3. If contrast adjustment has no effect, the display may be faulty. Try a replacement set.
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| Cannot enter system programming — password refused |
1. Verify you are pressing Feature * * (Feature, star, star) from a Norstar digital telephone.
2. Try the default installer password: 266344 and the system coordinator password: 23646.
3. If both are refused, the passwords have been changed. Contact your installer or the person who last administered the system.
4. Last resort: A “cold start” (factory reset) will restore default passwords but will erase all system programming. Consult the applicable installer guide before proceeding.
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| Do Not Disturb or Call Forward is stuck — cannot cancel |
1. Press Feature 70 again to toggle DND off. If you see Do not disturb in the display, pressing Feature 70 should show DND off.
2. For call forwarding, press the forwarding feature code used to activate it (Feature 74, 75, or 78) a second time to cancel, or check for a programmed Fwd button on your set.
3. If another user set DND on your phone remotely (admin override), have a system coordinator cancel it from their set or from programming.
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| Cannot dial out — “No free lines” or line buttons all show busy |
1. Check that at least one CO line is physically connected and active at the KSU.
2. Confirm your set has access to a line pool or direct line. Check Feature ** → Lines → Line access in programming.
3. If all lines appear busy, check whether calls are actually active. A line stuck “off-hook” may indicate a wiring fault or a phone left off-hook elsewhere.
4. Check the CO line itself: plug a standard phone directly into the telco demarcation point to confirm dial tone from the carrier.
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| Call transfer fails — caller is disconnected or goes back to transferring set |
1. Ensure you are pressing the dedicated Transfer button (or a button programmed as Transfer), not just the Hold button.
2. After pressing Transfer, dial the extension first before announcing — do not speak until the extension begins ringing.
3. To complete the transfer, hang up while the destination is still ringing (blind transfer) or wait for the party to answer and then hang up.
4. If the call always returns to your set, verify that Transfer callback is enabled in system programming and that the destination DN is valid.
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| Incoming calls not ringing / going straight to voicemail |
1. Check that Do Not Disturb is not active on the set (display will show Do not disturb if active — press Feature 70 to cancel).
2. Check Call Forward settings — the set may be forwarding to voicemail (Feature 74, 75, or 78). Press the applicable feature code again to cancel.
3. Verify that the line is assigned to ring at this set in Feature ** → Lines → Ringing sets.
4. Check if the system is in Night Service mode, which re-routes calls. A night service button on the attendant set will be lit if active.
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| Voicemail Problems (Flash & CallPilot) |
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| Message waiting light is on but there are no new messages |
1. Log in to voicemail (Feature 9 *) and listen to all messages, including saved messages in all folders. The indicator stays lit until all messages are played.
2. If the light was set manually (not by voicemail), use Feature 71 to toggle the MWI off: press Feature 71, dial your own extension number, press OK.
3. If the issue persists after clearing all messages, the voicemail system may need the mailbox reset. Consult the Flash or CallPilot administrator guide.
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| Voicemail not picking up after hours / auto-attendant not answering |
1. Verify that the Night Service schedule is active — check the Night button at the attendant set.
2. Confirm that the CO lines are configured to forward to the voicemail extension after the set number of rings in Feature ** → Lines → Line settings.
3. Check the auto-attendant greeting is recorded in Flash/CallPilot. An unrecorded greeting may cause the system to disconnect callers.
4. Ensure the voicemail module is powered and the indicator light (if present) shows normal operation.
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| System time and date reset after a power outage |
This is normal behaviour on Norstar 3x8 and older 6x16 systems — the internal clock does not maintain time without power. To reset:
1. Press Feature * * and enter the system coordinator password (23646).
2. Navigate to System programming → Time & Date.
3. Enter the current time and date.
Consider connecting the KSU to a UPS (uninterruptible power supply) to maintain time across brief outages. The CICS and ICS models retain time longer due to internal battery backup.
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| Intermittent echo or noise on external calls |
1. Determine whether echo occurs on all lines or a specific line — use different CO lines to isolate.
2. Check the cable routing near the KSU for proximity to power cables, fluorescent lighting ballasts, or other sources of interference. Reroute if necessary.
3. Ensure all cable connections at the KSU and at the punch-down block are clean and fully seated.
4. If noise is on a specific CO line, contact your telephone carrier — the issue may be on their side of the demarcation point.
5. Check that unused station ports on the KSU are terminated or left unconnected (not shorted).
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| Hunt group not routing calls correctly |
1. Verify all extensions in the hunt group are assigned correctly in Feature ** → Hunt groups.
2. Check that the hunt group type is set as intended (Sequential, Rotary, or Broadcast) for your call routing needs.
3. Ensure none of the hunt group members have DND active — DND removes a set from the hunt group rotation.
4. Confirm the overflow destination is programmed if all members are busy.
5. Check that lines are assigned to ring to the hunt group pilot number, not directly to individual sets.
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