Cisco Cius Administration Guide, Release 9.2(1)
Troubleshooting and Maintenance
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Troubleshooting and Maintenance

Table Of Contents

Troubleshooting and Maintenance

General Troubleshooting

Resolving Startup Problems

Cisco Cius Does Not Register Properly

Cisco Cius Loses Connectivity with Cisco Unified Communications Manager

Verifying the Connection

Identifying Intermittent Network Outages

Verifying DHCP Settings

Checking Static IP Address Settings

Verifying the Voice VLAN Configuration

Verifying That Cisco Cius Has Not Been Intentionally Reset

Eliminating DNS or Other Connectivity Errors

Checking Power Connection

Troubleshooting Cisco Cius Security

Resetting Cisco Cius

Monitoring the Voice Quality of Calls

Troubleshooting Tips

Troubleshooting USB Console

Troubleshooting Configuration File Upgrades

Troubleshooting WLAN

Troubleshooting Instant Messaging and Presence

Troubleshooting User Experience Widgets

Where to Go for More Troubleshooting Information


Troubleshooting and Maintenance


This chapter provides information that can assist you in troubleshooting your Cisco Cius or your IP telephony network. The chapter also explains how to clean and maintain your Cisco Cius.

If you need additional assistance to resolve an issue, see the "Obtaining Documentation, Support, and Security Guidelines" section.

This chapter includes these topics:

General Troubleshooting

Resolving Startup Problems

Cisco Cius Loses Connectivity with Cisco Unified Communications Manager

Troubleshooting Cisco Cius Security

Resetting Cisco Cius

Monitoring the Voice Quality of Calls

Troubleshooting USB Console

Troubleshooting Configuration File Upgrades

Troubleshooting WLAN

Troubleshooting Instant Messaging and Presence

Troubleshooting User Experience Widgets

Where to Go for More Troubleshooting Information

General Troubleshooting

Cisco Cius ships with two user accounts that include default passwords. These user accounts have the same password across Cisco Cius devices and are found in the cat/etc/shadow directory. The user accounts and associated passwords are shown in Table 9-1

Table 9-1 Default User Accounts and Passwords

User Account
Password

debug

$1$n7ahIxYX$jeY.Ioi1iukPnFIsZupOk1:14944:0:99999:7:::

default

$1$E2FNJZtE$nXX2QPt0CDu4cIkOCA.Tb.:14944:0:99999:7:::


To report an issue with Cisco Cius, provide the following information:

A brief description of the issue and when it occurred; include setup and steps performed

Cisco Cius firmware version

Cisco Unified Communications Manager version

Console logs from Cisco Cius, which are accessed by:

Web page if Cisco Cius has network connectivity

"Logcat" if logged in to SSH

Output of sh tech command from Cisco Cius debug shell.

Core file, if any, from /data/tombstones directory on Cisco Cius

Application Not Responding (ANR) traces from data/anr/traces.txt

System Diagnostic Interface/ Signal Distribution Layer (SDI/SDL) traces from Cisco Unified Communications Manager

Screenshot


Note To capture a screenshot on Cisco Cius, enter the following URL using your browser: http://<Cius IP Address>/CGI/Screenshot, where <Cius IP Address> is the IP address of the tablet. You will be prompted for authentication. Use the associated user id name and password.


Cisco Cius provides additional troubleshooting and serviceability features, including:

Network capture through CLI

Log collection application

Performance logging

Voice and video quality degradation warnings

Cisco Cius includes a Problem Report Tool to provide support for device-related issues For more information, see the "Support for Cisco Cius" section.

Table 9-2 provides general troubleshooting information for Cisco Cius.

Table 9-2 Cisco Cius General Troubleshooting  

Summary
Explanation

Connecting Cisco Cius to another Cisco Unified IP Phone

Cisco does not support connecting an IP phone to another IP phone through the PC port. Each device should directly connect to a switch port. If devices are connected together in a line (by using the PC port), the devices will not work.

Poor quality with tandem audio encoding

Tandem encoding can occur when making calls between Cisco Cius and a digital cellular phone, when using a conference bridge, or in situations where IP-to-IP calls are partially routed across the PSTN. In these cases, use of voice codecs such as G.729 and iLBC may result in poor voice quality. Use these codecs only when absolutely necessary.

Prolonged broadcast storms cause Cisco Cius tablets to reset, or be unable to make or answer a call

A prolonged Layer 2 broadcast storm (lasting several minutes) on the voice VLAN may cause Cisco Cius tablets to reset, lose an active call, or be unable to initiate or answer a call. Cisco Cius may not come up until a broadcast storm ends.

Moving a network connection from the Cisco Cius tablet to a workstation

If you are powering your Cisco Cius through the network connection, you must be careful if you decide to unplug the tablet network connection and plug the cable into a desktop computer.


Caution The computer network card cannot receive power through the network connection; if power comes through the connection, the network card can be destroyed. To protect a network card, wait 10 seconds or longer after unplugging the cable from the tablet before plugging it into a computer. This delay gives the switch enough time to recognize that there is no longer a Cisco Cius tablet on the line and to stop providing power to the cable.

Cisco Cius resetting

Cisco Cius resets when it loses contact with the Cisco Unified Communications Manager software. This lost connection can be due to any network connectivity disruption, including cable breaks, switch outages, and switch reboots.

Dual-Tone Multifrequency (DTMF) delay

When you are on a call that requires keypad input, if you press the keys too quickly, some of them might not be recognized.

Codec mismatch between Cisco Cius and another device

The RxType and the TxType statistics show the codec used for a conversation between this Cisco Cius and the other device. The values of these statistics should match. If they do not, verify that the other device can handle the codec conversation, or that a transcoder is in place to handle the service.

See the "Call Statistics Screen (Audio)" section for information about displaying these statistics.

Sound sample mismatch between Cisco Cius and another device

The RxSize and the TxSize statistics show the size of the voice packets used in a conversation between this Cisco Cius and the other device. The values of these statistics should match.

See the "Call Statistics Screen (Audio)" section for information about displaying these statistics.

Gaps or delays in voice calls

Check the AvgJtr and the MaxJtr statistics. A large variance between these statistics might indicate a problem with jitter on the network or periodic high rates of network activity.

See the "Call Statistics Screen (Audio)" section for information about displaying these statistics.

Loopback condition

A loopback condition can occur when the following conditions are met:

The SW Port Configuration option in the Network Configuration menu on Cisco Cius is set to 10 Half (10-BaseT / half duplex)

Cisco Cius receives power from an external power supply

Cisco Cius is powered down (the power supply is disconnected)

In this case, the switch port on Cisco Cius can become disabled and the following message will appear in the switch console log:

HALF_DUX_COLLISION_EXCEED_THRESHOLD

To resolve this problem, reenable the port from the switch.

One-way audio

When at least one person in a call does not receive audio, IP connectivity between Cisco Cius tablets is not established. Check the configurations in routers and switches to ensure that IP connectivity is properly configured.

Cisco Cius call cannot be established

Cisco Cius does not have a DHCP IP address, is unable to register to Cisco Unified Communications Manager, and shows a Configuring IP or Registering message. Verify the following:

1. The Ethernet cable is attached.

2. The Cisco CallManager service is running on the Cisco Unified Communications Manager server.

3. Both devices are registered to the same Cisco Unified Communications Manager.

4. Audio server debug and capture logs are enabled for both devices. If needed, enable Java debug.


Resolving Startup Problems

After installing Cisco Cius into your network and adding it to Cisco Unified Communications Manager, the tablet starts up as described in the Chapter 3 "Setting Up Cisco Cius." If Cisco Cius does not register properly, a red "X" appears next to the phone icon on the status menu.

Cisco Cius Does Not Register Properly

Follow these steps to debug registration issues.


Step 1 Check for network connectivity.

a. Browse to a website.

b. Access console and run netcfg.

c. If you have logs, check the last Connectivity event generated.

Step 2 Verify TFTP server is configured properly. On Cisco Cius, choose Settings > Wireless & networks > TFTP server settings.

Step 3 Verify that Config file was successfully downloaded.

Step 4 Verify SIP stack gets the new config and then registers Cisco Cius with Cisco Unified Communications Manager.

Step 5 Verify registration state, either on console or debugsh.

Cisco Cius Loses Connectivity with Cisco Unified Communications Manager

If users report that their Cisco Cius tablets are resetting during calls or while idle on their desk, investigate the cause. If the network connection and Cisco Unified Communications Manager connection are stable, Cisco Cius should not reset on its own, unless a request is made.

Typically, Cisco Cius resets if it has problems connecting to the Ethernet network or to Cisco Unified Communications Manager. These sections can help you identify the cause of a Cisco Cius tablet resetting in your network:

Verifying the Connection

Identifying Intermittent Network Outages

Verifying DHCP Settings

Checking Static IP Address Settings

Verifying the Voice VLAN Configuration

Verifying That Cisco Cius Has Not Been Intentionally Reset

Eliminating DNS or Other Connectivity Errors

Checking Power Connection

Verifying the Connection

If Cisco Cius is using a wired connection, verify that the Ethernet connection to which Cisco Cius is connected is up. For example, check whether the particular port or switch to which the Cisco Cius media station is connected is down and that the switch is not rebooting. Also, make sure that there are no cable breaks.

If Cisco Cius is using a wireless connection, verify that wireless connectivity exists.

Identifying Intermittent Network Outages

Intermittent network outages affect data and voice traffic differently. Your network might have been experiencing intermittent outages without detection. If so, data traffic can resend lost packets and verify that packets are received and transmitted. However, voice traffic cannot recapture lost packets. Rather than retransmitting a lost network connection, Cisco Cius resets and attempts to reconnect its network connection.

If you are experiencing problems with the voice network, investigate whether an existing problem is simply being exposed.

Verifying DHCP Settings

The following suggestions can help you determine if Cisco Cius has been properly configured to use DHCP:

1. Verify that you have properly configured Cisco Cius to use DHCP. See the "Ethernet Settings Menu" section for more information.

2. Verify that the DHCP server is set up properly.

3. Verify the DHCP lease duration. Cisco recommends that you set it to 8 days.

Checking Static IP Address Settings

If a Cisco Cius tablet has been assigned a static IP address, verify that you have entered the correct settings. See the "Ethernet Settings Menu" section for more information.

Verifying the Voice VLAN Configuration

If Cisco Cius appears to reset during heavy network usage, it is likely that you do not have a voice VLAN configured.

Isolating Cisco Cius tablets on a separate auxiliary VLAN increases the quality of the voice traffic. See the "Understanding How Cisco Cius Interacts with the VLAN" section for details.

Verifying That Cisco Cius Has Not Been Intentionally Reset

If you are not the only administrator with access to Cisco Unified Communications Manager, verify that no one else has intentionally reset the tablets.

Users can tell whether Cisco Cius has been reset by Admin by checking the Status Messages log (Settings > About Cius > Status > Status messages). Additional information may be found from analysis of the last reboot logs.txt file available in Console Logs download on the web page.

Eliminating DNS or Other Connectivity Errors

If Cisco Cius continues to reset, follow these steps to eliminate DNS or other connectivity errors:

Procedure


Step 1 Use the Reset Settings menu to reset Cisco Cius settings to their default values. See the "Resetting Cisco Cius" section for details.

Step 2 Modify DHCP and IP settings:

a. Disable DHCP. See the "Ethernet Settings Menu" section for instructions.

b. Assign static IP values to Cisco Cius. See the "Ethernet Settings Menu" section for instructions. Use the same default router setting used for other functioning Cisco Cius tablets.

c. Assign a TFTP server. See the "Ethernet Settings Menu" section for instructions. Use the same TFTP server used for other functioning Cisco Cius tablets.

Step 3 On the Cisco Unified Communications Manager server, verify that the local host files have the correct Cisco Unified Communications Manager server name mapped to the correct IP address.

Step 4 From Cisco Unified Communications Manager, choose System > Server and verify that the server is referred to by its IP address and not by its DNS name.

Step 5 From Cisco Unified Communications Manager, choose Device > Phone > Find and verify that you have assigned the correct MAC address to this Cisco Cius tablet. For information about determining a MAC address, see the "Determining the MAC Address for Cisco Cius" section.

Step 6 Power cycle Cisco Cius.


Checking Power Connection

In most cases, a Cisco Cius will restart if it powers up by using external power but loses that connection and switches to PoE+. Similarly, it may restart if it powers up by using PoE+ and then gets connected to an external power supply.

When operating on the battery, verify that the battery level can be checked by choosing Settings > About Cius > Status > Battery level.

Troubleshooting Cisco Cius Security

Table 9-3 provides troubleshooting information for the security features on Cisco Cius. For information relating to the solutions for any of these issues, and for additional troubleshooting information about security, see the Cisco Unified Communications Manager Security Guide.

Table 9-3 Cisco Cius Security Troubleshooting 

Problem
Possible Cause
CTL File Problems

Device authentication error.

CTL file does not have a Cisco Unified Communications Manager certificate or has an incorrect certificate.

Cisco Cius cannot authenticate CTL file.

The security token that signed the updated CTL file does not exist in the CTL file on Cisco Cius.

Cisco Cius cannot authenticate any of the configuration files other than the CTL file

There is a bad TFTP record.

The configuration file may not be signed by the corresponding certificate in the Cisco Cius table Trust List.

Cisco Cius cannot authenticate any of the configuration files other than ITL file

The configuration file may not be signed by the corresponding certificate in the Cisco Cius tablet Trust List.

Cisco Cius does not register with Cisco Unified Communications Manager

The CTL file does not contain the correct information for the Cisco Unified Communications Manager server.

Cisco Cius does not request signed configuration files

The CTL file does not contain any TFTP entries with certificates.

802.1X Enabled on Cisco Cius but Not Authenticating

Cisco Ciuscannot obtain a DHCP-assigned IP address

These errors typically indicate that 802.1X authentication is enabled on Cisco Cius, but Cisco Cius is unable to authenticate.

1. Verify that you have properly configured the required components (see the "Supporting 802.1X Authentication on Cisco Cius" section for more information).

Cisco Cius does not register with Cisco Unified Communications Manager

Cisco Cius status displays as "Configuring IP" or "Registering"

802.1X Authentication Status displays as "Held".

Status menu displays 802.1X status as "Not Authenticated"

802.1X Not Enabled

Cisco Cius cannot obtain a DHCP-assigned IP address

These errors typically indicate that 802.1X authentication is not enabled on Cisco Cius.

Cisco Cius does not register with Cisco Unified Communications Manager

Cisco Cius status display as "Configuring IP" or "Registering"

802.1X Authentication Status displays as "Not Authenticated"

Status menu displays DHCP status as timing out


Resetting Cisco Cius

Performing a reset of Cisco Cius provides a way to recover if Cisco Cius experiences an error and provides a way to reset or restore various configuration and security settings.

Table 9-4 describes the types of resets you can perform. You can reset Cisco Cius with any of these operations. Choose the operation that is appropriate for your situation.

Table 9-4 Basic Reset Methods 

Operation
Performing
Explanation

Reset on boot up

Follow these steps to reset Cisco Ciuson boot up:

1. Turn the device off by pressing and holding the Power button.

2. Press and hold the Back and Menu keys and tap the Power button to turn the device on (keep holding the Back and Menu keys)

3. When the red LED next to the front camera begins to flash press the Volume Up and Volume Down buttons 3 times (Press: volume up, down, up, down, up, down).

Resets all data.

If successful, the LED will remain lit red for approximately 30-45 seconds indicating that user data is being cleared. The device will then continue the normal boot process.

If unsuccessful, the normal boot sequence proceeds and the LED stops blinking.

Note LED will go off following the reset and normal boot.

Reset Settings

From the home screen, tap the Application button and choose Settings > Privacy > Factory data reset.

Erases all data on the device.

The following occurs on Cisco Cius when you perform a reset:

User configuration settings—Resets to default values.

Network configuration settings—Resets to default values.

Call histories—Gets erased.

Locale information—Resets to default values.

Security settings—Resets to default values; this includes deleting the CTL file and changing the 802.1x Device Authentication parameter to "Disabled."

Note Do not power down Cisco Cius until it completes the factory reset process and the home screen appears.

From the Product Specific Configuration Layout window, enable Wipe Device.

Allows Administrator to erase user data and configuration on the device.

Reset Internal Storage

From the home screen, tap the Application button and choose Settings > SD card & phone storage > Format internal storage.

Erases all data on the internal storage.

Reset MicroSD Card

From the home screen, tap the Application button and choose Settings > SD card & phone storage > Format SD card.

Erases all data on the MicroSD card.


Monitoring the Voice Quality of Calls

To measure the voice quality of calls that are sent and received within the network, Cisco Cius uses these statistical metrics that are based on concealment events. The DSP plays concealment frames to mask frame loss in the voice packet stream.

Concealment Ratio metrics—Show the ratio of concealment frames over total speech frames. An interval conceal ratio is calculated every 3 seconds.

Concealed Second metrics—Show the number of seconds in which the DSP plays concealment frames due to lost frames. A severely "concealed second" is a second in which the DSP plays more than 5 percent concealment frames.


Note Concealment ratio and concealment seconds are primary measurements based on frame loss. A Conceal Ratio of zero indicates that the IP network is delivering frames and packets on time with no loss.


You can access voice quality metrics from the Cisco Unified IP Phone by using the Call Statistics screen (see the "Call Statistics Screen (Audio)" section) or remotely by using Streaming Statistics (see Chapter 8 "Monitoring Cisco Cius Remotely.")

Troubleshooting Tips

When you observe significant and persistent changes to metrics, use Table 9-5 for general troubleshooting information:

Table 9-5 Changes to Voice Quality Metrics 

Metric Change
Condition

Conceal Ratio and Conceal Seconds increase significantly

Network impairment from packet loss or high jitter.

Conceal Ratio is near or at zero, but the voice quality is poor.

Noise or distortion in the audio channel such as echo or audio levels.

Tandem calls that undergo multiple encode/decode such as calls to a cellular network or calling card network.

Acoustic problems coming from a speakerphone, hands-free cellular phone or wireless headset.

Check packet transmit (TxCnt) and packet receive (RxCnt) counters to verify that voice packets are flowing.



Note Voice quality metrics do not account for noise or distortion, only frame loss.


Troubleshooting USB Console

Cisco Cius can accept and initialize a USB console cable connected to it at any phase (during boot, after tablet is registered, etc.), but for the most output, connect USB Console before reboot. The debug console can be removed at any point without impact on the tablet behavior.

For best results, do not type "Exit" on serial console terminal. Typing "Exit" can cause a tablet to freeze. If the tablet freezes, reboot it.

Troubleshooting Configuration File Upgrades

When image runs, it always gives a clear success or fail statement in the syslogs/logcat logs and runs the getver command. Follow these steps to navigate to the getver command:


Step 1 Turn on full debugs using settmask commands at the console or debugsh interface.

Step 2 Look for the getver notice in the logs to see the image success or fail message.


Troubleshooting WLAN

WLANs are evaluated using Device Logs obtained from the Problem Report Tool, through debugging using CLI, and from the device's web page. For more information about the Problem Report Tool, see the "How Users Obtain Support for Cisco Cius" section. Viewing the Cisco Cius web page is discussed in Chapter 8 "Monitoring Cisco Cius Remotely."

Device debugging is enabled on Cisco Cius using the Secure Shell (SSH) or Android Debug Bridge (ADB).


Note If using ADB, ensure that ADB is enabled in the Cisco Unified Communications Manager Product Configuration Window. For more information, see the "Configuring Product-Specific Options" section.



Note If using SSH, ensure that SSH is enabled in the Cisco Unified Communications Manager Product Configuration Window. For more information, see the "Configuring Product-Specific Options" section.


Device CLI commands include DEBUGSH and WlanCLI commands. DEBUGSH commands are summarized in Table 9-6. WlanCLI commands are summarized in Table 9-7.

Table 9-6 DEBUGSH Commands 

Command
Description

show phone information

Displays IP address, active load, and active and standby server.

show version

Displays firmware, load, and other version information

show config network

Displays IP address, Subnet Mask, Default Router, DNS Server, TFTP Server, WLAN, URL, locale, and product specific information.

show dhcp

Displays IP address, Subnet Mask, Default Gateway, DNS Server, Domain Name, TFTP Server, and lease time.

show register

Displays registration state, host, and port.

show statistics wlan

Displays transmit and receive byte, packet, dropped, and error counters.

show stream active all

Displays information about current and previous audio and video streams.

Audio stream is G.722, G711, G729, etc.

Video stream is H.264.

show driver

Identifies WLAN driver

settmask

Sets log levels for different processes.



Note The "debug wlanmgr" is not supported.


Table 9-7 WlanCLI Commands 

Command
Description

show ap-info

Displays Access Point (AP) name, channel, current RSSI, noise, country code, beacon interval, and capability information about any access point that has been discovered.

show config-params

Displays wakeup period when idle, roaming status, and Cisco Compatible Extension (CCX) status.

show neighbor-list

Displays AP channel, name, Basic Service Set Identification (BSSID), Received Signal Strength Identification (RSSI), Channel Utilization (CU), and status information.

show profile (0-3)

Displays Service Set Identification (SSID), priority, frequency band, key management, and Extensible Authentication Protocol (EAP).

show profiles

Displays how many profile slots are currently configured.

show scan-results

Displays AP, BSSID, SSID, and security mode information.

show statistics

Displays transmit and received byte, packet, dropped, and error counters information as well as information regarding retries and roaming.

show supplicant

Displays current state, including which cipher and key-management is being used.

show wlan-status

Displays information on WLAN interface MAC and IP address as well as current profile and AP information.


Use the following commands to capture WLAN Manager debug:

To enable debug logging fro WLAN Manager, enter the following command from the Cisco Cius tablet CLI:

settmask -p wlanmgr -b,X

Note "X" is the trance level


To view the debug in real time, enter the following command from the Cisco Cius tablet CLI:

logcat -v time -s wlanmgr&
 
   

To clear the log, enter the following command from the Cisco Cius tablet CLI:

logcat -c
 
   

To capture the debug to a file on the local machine using ADB shell, enter the following command:

adb logcat -v time -s wlanmgr& > log.txt

Troubleshooting Instant Messaging and Presence

Instant messaging and presence is evaluated using console logs. While capturing logs for Cisco Cius, enable the following debugs:

On debugsh, enter: DEBUG > debug apps IMPService debug

To revert back to normal level, on debugsh prompt, enter DEBUG > debug apps IMPService info

Troubleshooting User Experience Widgets

When problems occur with User Experience widgets, take a screen capture, collect run time logs, and send the information to support for analysis. In the debugsh command, the tag for UE widgets is "UnifiedInbox."

After producing the logs, set the logging level to default or previous state.

Where to Go for More Troubleshooting Information

If you have additional questions about troubleshooting Cisco Cius, go to the following Cisco website and then navigate to Cisco Cius:

http://www.cisco.com/cisco/web/psa/troubleshoot.html