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Issue with latency and server connection when passing signal through ShoreTel VOIP phones

I have a user that is having a strange issue. She was getting repeatedly disconnected from the local network. I checked her cable to the switch and it was a little loose. Once she was plugged back in, she can keep a constant connection, but there are problems. If the cable is directly connected to the PC she can access everything just fine, Outlook, the web, etc. We use the PC port on the back of our ShoreTel 230 phones to pass the connection through. The problem is that if I connect the PC through the phone, there is major latency. Outlook will not update, although it says its connected. Also, webpages will say they are transferring data, but nothing every loads. Windows troubleshooting says that websites can be contacted. I can ping any site. Does anyone have any ideas about this??
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DrGangles
Asked:
DrGangles
3 Solutions
 
PerarduaadastraCommented:
The phone itself may have developed a fault. Try replacing it with a spare and see if the problem goes away.
If you haven't a spare try swapping it with another phone in service to see if the problem moves with the phone. If it does then replace the phone.
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DrGanglesAuthor Commented:
I tried to switch it out with another phone. The phone boots all the way to when it would normally display the user's information, but it then says "No Ethernet." An interesting note is that the PC functions perfectly fine through the pass through connection when the phone is booting. As soon as it finishes is when the problem develops.
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PerarduaadastraCommented:
I'd say it was time for a new phone!
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DrGanglesAuthor Commented:
Do you mean that I need to replace the phone? The one having issues boots up, the one I tried to replace it with does not boot up on that line. It says "No Ethernet." Is there a way to get another connected so that I can test the pass through?
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PerarduaadastraCommented:
It wasn't clear to me which phone you were referring to.
Try a different network cable between the phone and the wall jack, and check that none of the sockets have foreign objects or bits of fluff in them, and that none of the contact pins are bent or touching each other.
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SemperPhiCommented:
also could be port relay on host POE switch or are you using a POE brick as well? try a different port from poe switch.

I had this happen 2x with a POE switch port going bad from power levels too low/high.
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getzjdCommented:
Occasionally, we run across this issue.  This is usually a cabling issue for us.  I would take these steps testing after each step.  1. swap patch cables between computer phone and phone wall. 2. swap patch cable between patch panel and switch.  3. Punch down wall jack again and/or replace jack itself 4. repunch the patch panel port in server room
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DrGanglesAuthor Commented:
Success! I tried a different POE port as suggested. That did not fix the issue, but it gave me confirmation that it was most likely not the switch. I have no idea why I didn't try this basic troubleshooting step to begin with. I clipped the cat6 about three inches down on the switch side and put a new plug on it. It worked instantly. Seems a wire came loose or broke. I have no idea how old some of these are. There actually is no wall plugs here. The wires run straight from the closet to each cube. I'm really glad that I didn't have to pull a whole new line. Thank you all for your help!
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