Home 🛗 Emergency Lift Phones 🛠️ Lift Phone Troubleshooting Decision Tree

🛠️ Lift Phone Troubleshooting Decision Tree

Last updated on Feb 06, 2026

Step-by-step guidance to diagnose Emergency Lift Phone issues

Overview

This article helps you diagnose common Emergency Lift Phone issues in a safe, structured way.
Follow the steps in order. If at any point the lift phone cannot be restored or safety is impacted, escalate immediately.

This guide does not replace required monthly testing or compliance obligations.

Step 1 — Is the lift phone completely non-responsive?

❓ What to check

  • No dial tone

  • No lights on the device

  • No response when the emergency button is pressed

✅ If YES

Proceed to Step 2 – Power check

❌ If NO

Proceed to Step 3 – Can it place a call?

Step 2 — Power check

🔌 Check the following:

  • Is mains power available to the device?

  • Is the power supply firmly connected?

  • Has there been a recent power outage or maintenance?

✅ If power was disconnected

  1. Restore power

  2. Wait 2–5 minutes for boot-up

  3. Check LED status

  4. Perform a test call

➡️ If restored, issue resolved
➡️ If still offline, continue to Step 4 – LED status

Step 3 — Can the lift phone place a call?

📞 Test the phone:

  • Press the emergency button

  • Confirm the call connects

  • Confirm two-way audio works

✅ If the call connects clearly

The lift phone is operational
➡️ Log the test result

❌ If the call does NOT connect

Proceed to Step 4 – LED status

Step 4 — Check LED status

LED colours may vary slightly by model. Use the closest match below.

🟢 Solid Green

Meaning: Device is online and registered
➡️ Proceed to Step 5 – Audio check

🟢 Flashing Green

Meaning: Device is starting up or registering
➡️ Wait 5 minutes
➡️ If still flashing, proceed to Step 6 – Network check

🔴 Solid Red

Meaning: Hardware or registration fault
➡️ Power-cycle the device
➡️ Check SIM (if applicable)
➡️ Proceed to Step 6 – Network check

🔴 Flashing Red

Meaning: Network or signal issue
➡️ Proceed immediately to Step 6 – Network check

🟡 Amber / Yellow

Meaning: Degraded or unstable connectivity
➡️ Perform a test call
➡️ If unstable, continue to Step 6

Step 5 — Audio quality check

🔊 During a test call:

  • Is audio one-way?

  • Is audio distorted or very quiet?

  • Does the call drop?

✅ If audio is clear

Lift phone is operational
➡️ Log test result

❌ If audio is poor

Proceed to Step 6 – Network & antenna check

Step 6 — Network & antenna check

📡 Check:

  • LTE antenna securely connected

  • No visible cable damage

  • Antenna positioned away from metal lift walls

  • External SMA antenna used (Gen 3) if signal is weak

Device-specific notes:

  • Gen 2: Internal antenna only, single FXS

  • Gen 3: External SMA antenna (up to ~10 m), dual FXS

➡️ After adjustments, retry test call

✅ If call succeeds

Issue resolved

❌ If still failing

Proceed to Step 7 – Escalation

Step 7 — Escalate to Pickle Support

Contact Pickle Support immediately if:

  • Calls cannot be placed

  • LEDs show persistent fault states

  • Monthly test cannot be completed

  • Device repeatedly drops offline

Have the following ready:

  • Site address

  • Lift number (if applicable)

  • Device model (Gen 2 or Gen 3)

  • LED status

  • Time of last successful test

Safety note

If a lift phone is confirmed non-operational and cannot be restored promptly, building management should follow internal safety escalation procedures.

Need help now?

Pickle Support can assist with:

  • Remote diagnostics

  • Registration checks

  • Signal analysis

  • Replacement guidance