Cisco Cius Administration Guide, Release 9.2(4)
Troubleshooting and Maintenance
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Troubleshooting and Maintenance

Contents

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.

This chapter comprises the following topics:

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 1 Default User Accounts and Passwords

Shell

User Account

Password

debugsh debug debug
native default cisco
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 device. 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.

Table 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 devices 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 devices 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 device to a workstation

If you are powering your Cisco Cius through the network connection, you must be careful if you decide to unplug the device 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 device before plugging it into a computer. This delay gives the switch enough time to recognize that there is no longer a Cisco Cius device on the line and to stop providing power to the cable.

Cisco Cius connection loss

The Phone app presents an icon in the notification bar indicating the loss in connectivity. This icon is removed when connectivity is restored.

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 Call Statistics Screen (Audio) 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 Call Statistics Screen (Audio) 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 Call Statistics Screen (Audio) 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 devices 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.
Video transmitted by the camera is too dark

The lighting conditions within the camera field of view affect the brightness of the video.

Adjust the View Area for your camera. Try moving the location of the camera and check if the brightness improves.

Adjust the camera exposure setting.

Poor video quality/grainy video

When the resolution of the received video is grainy, the user may perceive that the video quality is poor. However, this will not cause video distortion or artifacts.

Check the Cisco Unified Communications Manager bandwidth settings under Region settings.

Check the Receiver Resolution in video statistics. This may be an issue if the Unified CM bandwidth setting limits the resolution to less than CIF(352x288). Try increasing the bandwidth to at least 275 kbps.

Also check under Settings > Call Settings > Video settings to verify if the call settings are setting the video resolution to a low quality.

If using wireless for the call try using a dock with wired network connection to see if the video quality improves.

Blocky or distorted video

Blocky or distorted video is generally a symptom of a degraded network. It is also caused by endpoints that do not closely adhere to video transmission standards, or by attempting to negotiate a high quality call over a network that cannot support the high bandwidth requirement.

If the network is degraded, navigate to Settings > About Cius > Status > CallStatistics (Video), and check the following:

Rcvr Lost Packets

Rcvr Discarded

Avg Jitter

Max Jitter

No Video or black video screen

The video is black and no picture appears on the screen.

Verify that video is enabled in the Cisco Unified CM.

There might not be any packets received for video display. Check the Rcvr Packets (would be zero in this case) in the Settings > About Cius > Status > CallStatistics (Video).

Ensure that the transmitting device has the camera shutter completely open.

Frozen video

When Cisco Cius stops receiving video packets, the video displayed will pause, displaying the last decoded video frame.

Check if the received packets count is incrementing or not. Choose Settings > About Cius > Status > CallStatistics (Video) statistics.

Try to hold and then resume the call to clear the issue.

Slow moving video or jittery video

The frame rate of the received video is low. Check the rate by navigating to Settings > About Cius > Status > CallStatistics (Video). Frame rates less than 15 fps will result in slow-moving video.

Audio/Video synchronization is poor

Check if RTCP is enabled in the Cisco Unified Communications Manager. For more information see Table 1.

Audio/video synchronization is generally caused a by degraded network connection. Check by navigating to navigating to Settings > About Cius > Status > CallStatistics (Video) values.

Try to hold and then resume the call to restore the audio/video synchronization.

Subject too dark in video

The lighting conditions within the camera’s field of view of the camera affects the brightness of the video.

Adjust the View Area for your camera. Try moving the location of the camera and check if the brightness improves.

The recipient endpoint only sees a mute image

If the “Auto Transmit Video” is set to “Off”, the camera automatically transmits the mute image. The red LED illuminated on the top of the camera indicates that the video is muted. Set the Auto Transmit Video setting to On to restore video on the other side.

Resolving Startup Problems

After installing Cisco Cius into your network and adding it to Cisco Unified Communications Manager, the device starts up as described in 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.

Procedure
    Step 1   Check for network connectivity.
    1. Browse to a website.
    2. Access console and run netcfg.
    3. 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 devices 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 device resetting in your network:

    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 Ethernet Settings Menu 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 device has been assigned a static IP address, verify that you have entered the correct settings. See Ethernet Settings Menu 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 devices on a separate auxiliary VLAN increases the quality of the voice traffic. See the Understanding How Cisco Cius Interacts with the VLAN 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 devices.

    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 for details.
      Step 2   Modify DHCP and IP settings:
      1. Disable DHCP. See the Ethernet Settings Menu for instructions.
      2. Assign static IP values to Cisco Cius. See the Ethernet Settings Menu for instructions. Use the same default router setting used for other functioning Cisco Cius devices.
      3. Assign a TFTP server. See the Ethernet Settings Menu for instructions. Use the same TFTP server used for other functioning Cisco Cius devices.
      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 device. For information about determining a MAC address, see the Determining the MAC Address for Cisco Cius.
      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.

      Procedure
      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

      The following table 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 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 device 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 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.

      The following procedure 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.

      Procedure
        Step 1   Follow these steps to reset Cisco Cius on 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).
        This step 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.

        Step 2   Reset settings.

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

        This step 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.

        Step 3   From the Product Specific Configuration Layout window, enable Wipe Device.

        This step allows the Administrator to erase user data and configuration on the device.

        Step 4   Reset internal storage.

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

        This step erases all data on the internal storage.

        Step 5   Reset MicroSD card.

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

        This step 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)) or remotely by using Streaming Statistics (see Monitoring Cisco Cius Remotely)

        Troubleshooting Tips

        When you observe significant and persistent changes to metrics, use the following table for general troubleshooting information:

        Table 4 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 device 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 device behavior.

        For best results, do not type "Exit" on serial console terminal. Typing "Exit" can cause a device to freeze. If the device 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:

        Procedure
          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, from the device’s web page, and using the Site Survey application. For more information about the Problem Report Tool, see How Users Obtain Support for Cisco Cius. Viewing the Cisco Cius web page is discussed in 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 Cisco Unified Communications Manager Product Configuration Window. For more information, see the Configuring Product-Specific Options.



          Note


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


          Device CLI commands include DEBUGSH and WlanCLI commands. DEBUGSH commands are summarized in the first table. WlanCLI commands are summarized in the second table.

          Table 5 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 6 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 device 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 device CLI: logcat -v time -s wlanmgr&
          • To clear the log, enter the following command from the Cisco Cius device 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

          Site Survey

          Site Survey for Cius is an Android application that evaluates the WLAN infrastructure configuration for each Wi-Fi access point and measures received signals from neighboring access points. Site Survey is available in AppHQ.

          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