Phone displays Acquiring Service screen

Last Updated : Aug 28, 2026 |
Prolog information
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Cause

The configured SIP proxy servers are not accessible from the phone.

Solution

  1. On the Acquiring Service screen, press Cancel to logout from the phone and go to the Admin menu.
  2. Press SIPSIP proxy server.
  3. Check the number of SIP proxy servers that are configured. If the connections are properly configured, then ensure the following:
    ADDITIONAL INFORMATION:
    • SIP proxy servers are specified by IP address and not by FQDN.
    • There are only two proxy servers configured.
    ADDITIONAL INFORMATION:
    A filled in circle implies a successful configuration. A circle with a line through it implies a failed connection.

Cause

The configured SIP proxy servers are accessible. However, TLS is being used and there is an issue with the certificate configuration.

Solution

  1. On the Acquiring Service screen, press Cancel to logout from the phone and go to the Admin menu.
  2. Press SIPSIP global settings.
  3. Use the Up and Down arrow keys to go to the Reg. policy screen.
  4. Use the Left arrow key to configure the Reg. policy as Alternate and press Save.
  5. Use the Up and Down arrow keys to go to the Avaya Environment screen.
  6. Use the Left arrow key to configure the Avaya Environment as No and press Save.

Cause

There is a problem with the SIP proxy configuration.

Solution

  1. On the Acquiring Service screen, press Cancel to logout from the phone and go to the Admin menu.
  2. Press SIPSIP proxy server.
  3. If one or more configured SIP proxy server connections shows as failed, press Ping.
    ADDITIONAL INFORMATION:
    The circle is filled in if the connection is properly configured. Circle with a line through it is a failed connection.
  4. Ping each SIP proxy server.