Troubleshooting - Answering machine does not operate correctly
Answering machine standard operation
- The answering system does not answer or record calls when you are on an other call.
- The answering system does not answer or record calls when it is already recording a call. (can only receive one call at a time)
Most common cause of answering machine problems
The most common cause of operational problems with an answering machine is a conflict with a voicemail service.
Before you begin the troubleshooting process make sure to eliminate the cause of the problem to be the Telephone Voicemail service.
If you have voicemail from your local phone company adjust the ring count on the answering machine to less than the voicemail ring count. If you do not want to use the voicemail service ask your phone company to cancel this service.
For More information on the Telephone providers Voicemail Refer to "How to use a Voicemail service with a telephone company when you have a telephone with an answering machine.".
Answering Machine Troubleshooting Scenarios
Read the option descriptions below to determine which scenario best describes the problem you are having, then select the Option Number from the drop down list to view troubleshooting steps.
- Option 1: When a call comes in the answering machine does not ring.
- Option 2: When a call comes in the answering machine continues to rings but does not answer.
- Option 3: The answering machine answers the call, but does not play the greeting, the caller hears silence and cannot leave a message.
- Option 4: The answering machine answers the call, the greeting message is played, but the caller can not leave a message.
- Option 5: The answering machine answers the call, the greeting message is played, they leave a message, but the answering machine does not record the message.
- Option 6: The answering machine answers the call, the caller is prompted to press 1 to be connected.
- Option 7: Calls go to a voicemail service, not the built in answering machine.
- Option 8: The answering machine picks up on the 2nd ring even though it is set to a higher ring count.
- Option 9: The answering machine picks up even though it is not turned on.
Troubleshooting "When a call comes in the answering machine does not ring".
Press the speakerphone on the base unit or if it does not have a speakerphone press the [Talk] button on the a handset.
Yes, a dial tone is heard
Check the following in the order listed.
- Confirm that the telephone is connected to a standard home phone line. If it is being used in a business situation it may be connected to a digital phone system. A digital phone system is typically in an office where you can transfer calls, there may also be a switchboard. This telephone answering system is designed as a home use system that operates on standard home telephone lines. Connect the telephone answering system to a standard home telephone line and test the answering machine again.
- Plug the base unit telephone line cord into a different jack (if available). Test operation.
- Make sure that the Ringer volume is turned up. Although this will not prevent the answering machine from answering it may be misleading in diagnosing the problem. Refer to "How to adjust the telephone ringer volume."
After troubleshooting as described above if the answering machine still does not function properly refer to the Telephone Warranty and Repair guide for information on product repair.
No, there is no dial tone.
Check the following in the order listed.
- If the Panasonic telephone has a speakerphone on the base unit check for a dial tone on both the handset and base unit by pressing the Speakerphone button (make sure the volume is turned up). If you hear a dial tone through the speakerphone, then the problem is with the handset. Make sure the volume is turned up and the handset is registered to the base unit. Refer to "How to register / deregister a telephone handset."
- Confirm that the telephone is connected to a standard home phone line. If it is being used in a business situation it may be connected to a digital phone system. A digital phone system is typically in an office where you can transfer calls, there may also be a switchboard. This telephone answering system is designed as a home use system that operates on standard home telephone lines. Connect the telephone answering system to a standard home telephone line and test the answering machine again.
- Check that the Base units supplied AC adaptor or telephone line cord is connected properly. Check the connections by making sure both are secure. When you plug the telephone line cord at the back of the phone make sure you hear it click.
- Plug the telephone into a different telephone line jack inside your house. This will determine if it is a problem with the telephone or a problem with the telephone jack. If the telephone operates on a different jack then the problem is with the original telephone jack.
- If there is no dial tone with either telephone jack you need to determine if it is a problem with the telephone or the telephone line. If you have a different telephone, plug that telephone into the telephone line jack and see if you can hear a dial tone. If there is no dial tone you are having a telephone line problem, contact your telephone line service provider.
If you now have a dial tone retest the answering machine. After troubleshooting as described above if the answering machine still does not function properly refer to the Telephone Warranty and Repair guide for information on product repair.
When a call comes in the answering machine continues to rings but does not answer.
Check the following in the order listed.
- If the answering machine ring count is set high the
caller may hang up before the answering machine is
programmed to answer. Most answering machines can be set to
6 or seven rings. Checj the ring count then test again.
To check the ring count.- Press [MENU # 2 1 1]. The current ring count is displayed. If you want to change the ring count,
- Press the arrow up ▲ or down ▼ to select the desired ring count.
- Press [SAVE].
- Press [OFF].
- Confirm that the telephone is connected to a standard home phone line. If it is being used in a business situation it may be connected to a digital phone system. A digital phone system is typically in an office where you can transfer calls, there may also be a switchboard. This telephone answering system is designed as a home use system that operates on standard home telephone lines. Connect the telephone answering system to a standard home telephone line and test the answering machine again.
- To eliminate the possibility that there is a problem with the telephone line jack, plug the base unit into a different telephone line jack. Confirm the answering machine is turned on, and test again.
After troubleshooting as described above if the answering machine still does not function properly refer to the Telephone Warranty and Repair guide for information on product repair.
The answering machine answers the call, but does not play the greeting, the caller hears silence and cannot leave a message.
Check the following in the order listed.
- The greeting message may have been erased, reset the
greeting message.
- Press [MENU # 3 0 4].
- Press [YES].
- Press [OFF].
- Check the callers recording time. If the recording time
is set to “Greeting only” the answering machine does not
allow callers to leave a message.
- Press [MENU # 3 0 5].
- Press the arrow up ▲ or down ▼ to select the desired record time.
- Press [SAVE].
- Press [OFF].
- Make sure that you do not have Voicemail service through your telephone service provider. If you do have Voicemail service, it may be answering the call before the Panasonic answering machine. The problem may be with the Voicemail service. You need to decide how you want to use the Voicemail service with your Telephone answering machine. Refer to "How to use a Voicemail service with a telephone company when you have a telephone with an answering machine.".
- The answering machine memory may be full. Erase some messages. Refer to "How to erase messages" in the "How to set up a Panasonic telephone answering machine" guide.
- Confirm that the telephone is connected to a standard home phone line. If it is being used in a business situation it may be connected to a digital phone system. A digital phone system is typically in an office where you can transfer calls, there may also be a switchboard. This telephone answering system is designed as a home use system that operates on standard home telephone lines. When connected to a business line some features like ringing and making a call may operate OK, but others like the answering system may not work properly. Connect the telephone answering system to a standard home telephone line and test the answering machine again.
After troubleshooting as described above if the answering machine still does not function properly refer to the Telephone Warranty and Repair guide for information on product repair.
The answering machine answers the call, the greeting message is played, but the caller can not leave a message.
Check the following in the order listed.
- Check the callers recording time. If the recording time
is set to “Greeting only” the answering machine does not
allow callers to leave a message.
- Press [MENU # 3 0 5].
- Press the arrow up ▲ or down ▼ to select the desired record time.
- Press [SAVE].
- Press [OFF].
- Make sure that you do not have Voicemail service through your telephone service provider. If you do have Voicemail service, it may be answering the call before the Panasonic answering machine. The problem may be with the Voicemail service. You need to decide how you want to use the Voicemail service with your Telephone answering machine. Refer to "How to use a Voicemail service with a telephone company when you have a telephone with an answering machine.".
- The answering machine memory may be full. Erase some messages. Refer to "How to erase messages" in the "How to set up a Panasonic telephone answering machine" guide.
- Confirm that the telephone is connected to a standard home phone line. If it is being used in a business situation it may be connected to a digital phone system. A digital phone system is typically in an office where you can transfer calls, there may also be a switchboard. This telephone answering system is designed as a home use system that operates on standard home telephone lines. When connected to a business line some features like ringing and making a call may operate OK, but others like the answering system may not work properly. Connect the telephone answering system to a standard home telephone line and test the answering machine again.
After troubleshooting as described above if the answering machine still does not function properly refer to the Telephone Warranty and Repair guide for information on product repair.
The answering machine answers the call, the greeting message is played, they leave a message, but the answering machine does not record the message.
Check the following in the order listed.
- Make sure that you do not have Voicemail service through your telephone service provider. If you do have Voicemail service, it may be answering the call before the Panasonic answering machine. The problem may be with the Voicemail service. You need to decide how you want to use the Voicemail service with your Telephone answering machine. Refer to "How to use a Voicemail service with a telephone company when you have a telephone with an answering machine.".
- Make sure that you do not have an other physical telephone answering machine connected to the same line. Another telephone on the same line may have an answering machine that is turned on. If an other answering machine is present turn that machine off.
If you are unsure if you have voicemail or another answering machine on the same line perform the following test.
- Unplug the Panasonic telephone from the telephone line jack.
- Using another phone (ex Cellular phone) call your phone
number. Does an answering machine answer?
- If yes - then you either have Voicemail or another answering machine on the line.
- If no - continue with troubleshooting.
- Check the callers recording time. If the recording time
is set to “Greeting only” the answering machine does not
allow callers to leave a message. The caller may think they
are leaving the message but the machine does not record.
- Press [MENU # 3 0 5].
- Press the arrow up ▲ or down ▼ to select the desired record time.
- Press [SAVE].
- Press [OFF].
- The answering machine memory may be full. Erase some messages. Refer to "How to erase messages" in the "How to set up a Panasonic telephone answering machine" guide.
- Confirm that the telephone is connected to a standard home phone line. If it is being used in a business situation it may be connected to a digital phone system. A digital phone system is typically in an office where you can transfer calls, there may also be a switchboard. This telephone answering system is designed as a home use system that operates on standard home telephone lines. When connected to a business line some features like ringing and making a call may operate OK, but others like the answering system may not work properly. Connect the telephone answering system to a standard home telephone line and test the answering machine again.
After troubleshooting as described above if the answering machine still does not function properly refer to the Telephone Warranty and Repair guide for information on product repair.
The answering machine answers the call, the caller is prompted to press 1 to be connected.
Your telephone has a feature called Automated Call block, when this is turned on the callers must enter an access code in order to leave a message.
Solution options
- Provide the caller with an access code or add the caller name to the Automated Call block allow list.
- Turn off automated Call block feature. You can still use the regular call block to block unwanted calls.
For more information on Automated Call block Refer to "How to use the Automated call block feature."
Calls go to a voicemail service, not the built in answering machine.
Check the following in the order listed.
- Make sure the answering machine is turned ON by pressing the [ANSWER ON] button till the indicator lights up on the base.
- Adjust the ring count on the answering machine to less than the voice mail (service from your telephone company) ring count.
- If you do not want to use the Voice mail service from your telephone company contact them to turn the service off.
For more information on Setting up an answering machine refer to "How to set up a Panasonic telephone answering machine" guide.
For more information on using a Voicemail service refer to "How to use a Voicemail service with a telephone company when you have a telephone with an answering machine.".
Troubleshooting "The answering machine picks up on the 2nd ring even though it is set to a higher ring count".
This usually happens when another answering product answers the line before this machine does.
- Check if you have voicemail through your telephone company. Voicemail is a service offered by your telephone provider. Messages are stored in their system and accessed remotely.
- Make sure no other telephone product connected to the same line has an answering machine. If there is, make sure that units answering machine is turned off.
- If you confirm that you do not have voicemail or another answering machine, disconnect the Panasonic telephone from the telephone line jack and using another phone (Cellular) call your phone number.
- Allow the phone to ring at least 5 times.
- Does an answering machine answer?
Yes - An answering Machine answered
As the Panasonic unit was unplugged there is no way that it could have answered the line.
You either have Voicemail or an other answering machine connected to the line.
- Voicemail, Contact your telephone provider. If you do not want to use their service ask then to disable your voicemail service. If you want to use their service Refer to "How to use a Voicemail service".
- Other Answering machine, determine which machine you want to use and turn the other off.
No - The phone continued to ring
Reconnect your Panasonic telephone system, check the following setting.
- Check the answering machine ring count to confirm
it is not on toll saver. When “Toll saver” is selected,
the unit’s answering system answers at the end of the
2nd ring when new messages have been recorded, or at
the end of the 5th ring when there are no new
messages.
Refer to "How to set the telephone's answering machine ring count." - If you use the call block feature, check if the
setting that turns the first ring off is set. If this
is set you will not hear the first ring, thus it will
appear to ring 1 ring less then the set ring count.
Refer to your models Operating Manual for specific procedure for "One ring for blocked call". - If you are using this model on a digital phone line (office, business line) it may not work. This is a consumer home use telephone that is not compatible to business telephone systems. Test on a different line.
If the unit continues not to answer on the correct ring
then
Contact an Authorized Panasonic Service center.
Troubleshooting "The answering machine picks up even though it is not turned on."
This usually indicates that another answering product is answering the line.
- Check if you have voicemail through your telephone company. Voicemail is a service offered by your telephone provider. Messages are stored in their system and accessed remotely.
- Make sure no other telephone product connected to the same line has an answering machine. If there is, make sure that units answering machine is turned off.
- If you confirm that you do not have voicemail or another answering machine, disconnect the Panasonic telephone from the telephone line jack and using another phone (Cellular) call your phone number.
- Allow the phone to ring at least 5 times.
- Does an answering machine answer?
Yes - An answering Machine answered
As the Panasonic unit was unplugged there is no way that it could have answered the line.
You either have Voicemail or an other answering machine connected to the line.
- Voicemail, Contact your telephone provider. If you do not want to use their service ask then to disable your voicemail service. If you want to use their service Refer to "How to use a Voicemail service".
- Other Answering machine, determine which machine you want to use and turn the other off.
No - The phone continued to ring
Reconnect your Panasonic telephone system, check the following setting.
- Check the answering machine ring count to confirm it
is not on toll saver. When “Toll saver” is selected, the
unit’s answering system answers at the end of the 2nd
ring when new messages have been recorded, or at the end
of the 5th ring when there are no new messages.
Refer to "How to set the telephone's answering machine ring count." - If you use the call block feature, check if the
setting that turns the first ring off is set. If this is
set you will not hear the first ring, thus it will appear
to ring 1 ring less then the set ring count.
Refer to your models Operating Manual for specific procedure for "One ring for blocked call". - If you are using this model on a digital phone line (office, business line) it may not work. This is a consumer home use telephone that is not compatible to business telephone systems. Test on a different line.
If the unit continues not to answer on the correct ring
then
Contact an Authorized Panasonic Service center.