Cisco Unified SIP Phone 3905 Administration Guide for Cisco Unified Communications Manager 10.0
Troubleshooting
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Troubleshooting

Contents

Troubleshooting

This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified IP Phone or with your IP telephony network. It also explains how to maintain your voice network and clean your phone.

If you need additional assistance to resolve an issue, see Documentation, support, and security guidelines.

This chapter includes these topics:

Startup problems

After you install a Cisco Unified IP Phone into your network and add it to Cisco Unified Communications Manager, the phone should start up as described in the related topic below.

If the phone does not start up properly, see the following sections for troubleshooting information.

Related Tasks

Cisco IP Phone does not go through normal startup process

Problem

When you connect a Cisco IP Phone to the network port, the phone does not go through the normal startup process as described in the related topic and the phone screen does not display information.

Cause

If the phone does not go through the startup process, the cause may be faulty cables, bad connections, network outages, lack of power, or the phone may not be functional.

Solution

To determine whether the phone is functional, use the following suggestions to eliminate other potential problems.

  • Verify that the network port is functional:
    • Exchange the Ethernet cables with cables that you know are functional.
    • Disconnect a functioning Cisco IP Phone from another port and connect it to this network port to verify that the port is active.
    • Connect the Cisco IP Phone that does not start up to a different network port that is known to be good.
    • Connect the Cisco IP Phone that does not start up directly to the port on the switch, eliminating the patch panel connection in the office.
  • Verify that the phone is receiving power:
    • If you are using external power, verify that the electrical outlet is functional.
    • If you are using in-line power, use the external power supply instead.
    • If you are using the external power supply, switch with a unit that you know to be functional.
  • If the phone still does not start up properly, power up the phone with the handset off-hook. When the phone is powered up in this way, it attempts to launch a backup software image.
  • If the phone still does not start up properly, perform a factory reset of the phone.
  • After you attempt these solutions, if the phone screen on the Cisco IP Phone does not display any characters after at least five minutes, contact a Cisco technical support representative for additional assistance.
Related Tasks

Cisco IP Phone does not register with Cisco Unified Communications Manager

If the phone proceeds past the first stage of the startup process (LED buttons flashing on and off) but continues to cycle through the messages that displays on the phone screen, the phone is not starting up properly. The phone cannot successfully start up unless it connects to the Ethernet network and it registers with a Cisco Unified Communications Manager server.

In addition, problems with security may prevent the phone from starting up properly. See Troubleshooting procedures for more information.

Phone displays error messages

Problem

Status messages display errors during startup.

Solution

While the phone cycles through the startup process, you can access status messages that might provide you with information about the cause of a problem. See Display Status Messages screen for instructions about accessing status messages and for a list of potential errors, their explanations, and their solutions.

Phone cannot connect to TFTP server or to Cisco Unified Communications Manager

Problem

If the network is down between the phone and either the TFTP server or Cisco Unified Communications Manager, the phone cannot start up properly.

Solution

Ensure that the network is currently running.

Phone cannot connect to TFTP server

Problem

The TFTP server settings may not be correct.

Solution

Check the TFTP settings.

Related Tasks

Phone cannot connect to server

Problem

The IP addressing and routing fields may not be configured correctly.

Solution

You should verify the IP addressing and routing settings on the phone. If you are using DHCP, the DHCP server should provide these values. If you have assigned a static IP address to the phone, you must enter these values manually.

Related Tasks

Cisco Unified Communications Manager and TFTP services are not running

Problem

If the Cisco Unified Communications Manager or TFTP services are not running, phones may not be able to start up properly. In such a situation, it is likely that you are experiencing a systemwide failure, and other phones and devices are unable to start up properly.

Solution

If the Cisco Unified Communications Manager service is not running, all devices on the network that rely on it to make phone calls are affected. If the TFTP service is not running, many devices cannot start up successfully. For more information, see Start service.

Configuration file corruption

Problem

If you continue to have problems with a particular phone that other suggestions in this chapter do not resolve, the configuration file may be corrupted.

Solution

Create a new phone configuration file. See Create new phone configuration file for details.

Cisco Unified Communications Manager phone registration

Problem

The phone is not registered with the Cisco Unified Communications Manager

Solution

A Cisco IP Phone can register with a Cisco Unified Communications Manager server only if the phone is added to the server or if autoregistration is enabled. Review the information and procedures in Phone addition methods to ensure that the phone is added to the Cisco Unified Communications Manager database.

To verify that the phone is in the Cisco Unified Communications Manager database, choose Device > Phone from Cisco Unified Communications Manager Administration. Click Find to search for the phone based on the MAC Address. For information about determining a MAC address, see Determine phone MAC address.

If the phone is already in the Cisco Unified Communications Manager database, the configuration file may be damaged. See Configuration file corruption for assistance.

Cisco IP Phone cannot obtain IP address

Problem

If a phone cannot obtain an IP address when it starts up, the phone may not be on the same network or VLAN as the DHCP server, or the switch port to which the phone connects may be disabled.

Solution

Ensure that the network or VLAN to which the phone connects has access to the DHCP server, and ensure that the switch port is enabled.

Cisco IP Phone reset problems

If users report that their phones are resetting during calls or while the phones are idle on their desk, you should investigate the cause. If the network connection and Cisco Unified Communications Manager connection are stable, a Cisco Unified IP Phone should not reset.

Typically, a phone resets if it has problems in connecting to the Ethernet network or to Cisco Unified Communications Manager.

Phone cannot connect to LAN

Problem

The physical connection to the LAN may be broken.

Solution

Verify that the Ethernet connection to which the Cisco Unified IP Phone connects is up. For example, check whether the particular port or switch to which the phone connects is down and that the switch is not rebooting. Also ensure that no cable breaks exist.

Phone resets due to intermittent network outages

Problem

Your network may be experiencing intermittent outages.

Solution

Intermittent network outages affect data and voice traffic differently. Your network might be 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, the phone resets and attempts to reconnect to the network. Contact the system administrator for information on known problems in the voice network.

Phone resets due to DHCP setting errors

Problem

The DHCP settings may be incorrect.

Solution

Verify that you have properly configured the phone to use DHCP. See xref for more information. Verify that the DHCP server is set up properly. Verify the DHCP lease duration. Cisco recommends that you set it to 8 days.

Phone resets due to incorrect static IP address

Problem

The static IP address assigned to the phone may be incorrect.

Solution

If the phone is assigned a static IP address, verify that you have entered the correct settings.

Phone resets during heavy network usage

Problem

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

Solution

Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic.

Phone resets due to intentional reset

Problem

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

Solution

You can check if a Cisco Unified IP Phone received a command from Cisco Unified Communications Manager to reset by pressing Applications on the phone and choosing Admin Settings > Status > Network Statistics.

  • If the Restart Cause field displays Reset-Reset, the phone receives a Reset/Reset from Cisco Unified Communications Manager Administration.
  • If the Restart Cause field displays Reset-Restart, the phone closed because it received a Reset/Restart from Cisco Unified Communications Manager Administration.

Phone resets due to DNS or other connectivity issues

Problem

The phone reset continues and you suspect DNS or other connectivity issues.

Solution

If the phone continues to reset, eliminate DNS or other connectivity errors by following the procedure in Determine DNS or connectivity issues.

Phone does not power up

Problem

The phone does not appear to be powered up.

Solution

In most cases, a phone restarts if it powers up by using external power but loses that connection and switches to PoE. Similarly, a phone may restart if it powers up by using PoE and then connects to an external power supply.

Cisco IP Phone security problems

The following sections provide troubleshooting information for the security features on the Cisco IP Phone. For information about the solutions for any of these issues, and for additional troubleshooting information about security, see Cisco Unified Communications Manager Security Guide.

802.1X authentication problems

801.1X authentication problems can be broken into the categories that are described in the following table.

Table 1 802.1X authentication problem identification
If all the following conditions apply, See
  • Phone cannot obtain a DHCP-assigned IP address.
  • Phone does not register with Cisco Unified Communications Manager.
  • Phone status displays Configuring IP or Registering.
  • 802.1X Authentication Status displays Held.
  • Status menu 802.1X status displays Failed.

802.1X enabled on phone but phone does not authenticate

  • Phone cannot obtain a DHCP-assigned IP address.
  • Phone does not register with Cisco Unified Communications Manager.
  • Phone status displays Configuring IP or Registering.
  • 802.1X Authentication Status displays Disabled.
  • Status menu displays that the DHCP status has timed out.

802.1X is not enabled

  • Phone cannot obtain a DHCP-assigned IP address.
  • Phone does not register with Cisco Unified Communications Manager.
  • Phone status display as Configuring IP or Registering .
  • You are unable to access phone menus to verify 802.1X status.

Factory reset of phone has deleted 802.1X Shared Secret

802.1X enabled on phone but phone does not authenticate

Problem

The phone cannot authenticate.

Cause

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

Solution

To resolve this problem, check the 802.1X and shared secret configuration. See Identify 802.1X authentication problems.

802.1X is not enabled

Problem

The phone does not have 802.1X configured.

Cause

These errors typically indicate that 802.1X authentication is not enabled on the phone.

Solution

If 802.1X is not enabled on the phone, see 802.1X authentication.

Audio and video problems

The following sections describe how to resolve audio and video problems.

No speech path

Problem

One or more people on a call do not hear any audio.

Solution

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

Choppy speech

Problem

A user complains of choppy speech on a call.

Cause

There may be a mismatch in the jitter configuration.

Solution

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.

Poor audio quality with calls that route outside Cisco Unified Communications Manager

Problem

Poor quality occurs with tandem audio encoding. Tandem encoding can occur when calls are made between an IP Phone and a digital cellular phone, when a conference bridge is used, or in situations where IP-to-IP calls are partially routed across the PSTN.

Cause

In these cases, use of voice codecs such as G.729 and iLBC may result in poor voice quality.

Solution

Use the G.729 and iLBC codecs only when absolutely necessary.

Phone display is wavy

Problem

The display appears to have rolling lines or a wavy pattern.

Cause

The phone might be interacting with certain types of older fluorescent lights in the building.

Solution

Move the phone away from the lights or replace the lights to resolve the problem.

General telephone call problems

The following sections help troubleshoot general telephone call problems.

Phone call cannot be established

Problem

A user complains about not being able to make a call.

Cause

The phone does not have a DHCP IP address, is unable to register to Cisco Unified Communications Manager. Phones with an LCD display show the message Configuring IP or Registering. Phones without an LCD display play the reorder tone (instead of dial tone) in the handset when the user attempts to make a call.

Solution

  1. 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 phones are registered to the same Cisco Unified Communications Manager.
  2. Audio server debug and capture logs are enabled for both phones. If needed, enable Java debug.

Phone does not recognize DTMF digits or digits are delayed

Problem

The user complains that numbers are missed or delayed when the keypad is used.

Cause

Pressing the keys too quickly can result in missed or delayed digits.

Solution

Keys should not be pressed rapidly.

Troubleshooting procedures

These procedures can be used to identify and correct problems.

Check TFTP settings

Procedure
    Step 1   You can determine the IP address of the TFTP server that the phone uses by pressing Applications, then selecting Admin Settings > Network Setup > IPv4 Setup > TFTP Server 1.
    Step 2   If you have assigned a static IP address to the phone, you must manually enter a setting for the TFTP Server 1 option.
    Step 3   If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check that the IP address is configured in Option 150.
    Step 4   You can also enable the phone to use an alternate TFTP server. Such a setting is particularly useful if the phone recently moved from one location to another.
    Step 5   If the local DHCP does not offer the correct TFTP address, enable the phone to use an alternate TFTP server.

    This is often necessary in VPN scenario.


    Check DHCP settings

    Procedure
      Step 1   On the Cisco Unified IP Phone, press Applications.
      Step 2   Select Admin Settings > Network Setup > IPv4 Setup, and look at the following options:
      Step 3   If you are using DHCP, check the IP addresses that your DHCP server distributes.

      See the Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks document, available at this URL:

      http:/​/​www.cisco.com/​en/​US/​tech/​tk648/​tk361/​technologies_​tech_​note09186a00800f0804.shtml


      Start service


      Note


      A service must be activated before it can be started or stopped.


      To start a service, follow these steps:

      Procedure
        Step 1   From Cisco Unified Communications Manager Administration, choose Cisco Unified Serviceability from the Navigation drop-down list and click Go.
        Step 2   Choose Tools > Control Center - Feature Services.
        Step 3   Choose the primary Cisco Unified Communications Manager server from the Server drop-down list.

        The window displays the service names for the server that you chose, the status of the services, and a service control panel to start or stop a service.

        Step 4   If a service has stopped, click the corresponding radio button and then click Start.

        The Service Status symbol changes from a square to an arrow.


        Create new phone configuration file


        Note


        • When you remove a phone from the Cisco Unified Communications Manager database, the configuration file is deleted from the Cisco Unified Communications Manager TFTP server. The phone directory number or numbers remain in the Cisco Unified Communications Manager database. They are called unassigned DNs and can be used for other devices. If unassigned DNs are not used by other devices, delete these DNs from the Cisco Unified Communications Manager database. You can use the Route Plan Report to view and delete unassigned reference numbers. See the Cisco Unified Communications Manager Administration Guide for more information.
        • Changing the buttons on a phone button template, or assigning a different phone button template to a phone, may result in directory numbers that are no longer accessible from the phone. The directory numbers are still assigned to the phone in the Cisco Unified Communications Manager database, but the phone has no button on the phone with which calls can be answered. These directory numbers should be removed from the phone and deleted if necessary.

        To create a new configuration file, follow these steps:

        Procedure
          Step 1   From Cisco Unified Communications Manager, choose Device > Phone and click Find to locate the phone that is experiencing problems.
          Step 2   Choose Delete to remove the phone from the Cisco Unified Communications Manager database.
          Note   

          When you remove a phone from the Cisco Unified Communications Manager database, the configuration file is deleted from the Cisco Unified Communications Manager TFTP server. The phone directory number or numbers remain in the Cisco Unified Communications Manager database. They are called unassigned DNs and can be used for other devices. If unassigned DNs are not used by other devices, delete these DNs from the Cisco Unified Communications Manager database. You can use the Route Plan Report to view and delete unassigned reference numbers. See the Cisco Unified Communications Manager Administration Guide for more information.

          Step 3   Add the phone back to the Cisco Unified Communications Manager database.
          Step 4   Power cycle the phone.

          Related Information

          Determine DNS or connectivity issues

          Procedure
            Step 1   Use the Reset Settings menu to reset phone settings to their default values.
            Step 2   Modify DHCP and IP settings:
            1. Disable DHCP.
            2. Assign static IP values to the phone. Use the same default router setting that other functioning Cisco Unified IP Phones use.
            3. Assign a TFTP server. Use the same TFTP server that other functioning Cisco Unified IP Phones use.
            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 reference to the server is made by the IP address and not by the DNS name.
            Step 5   From Cisco Unified Communications Manager, choose Device > Phone. Click Find to search for this phone. Verify that you have assigned the correct MAC address to this Cisco IP Phone.
            Step 6   Power cycle the phone.

            Related References

            Identify 802.1X authentication problems

            Procedure
              Step 1   Verify that you have properly configured the required components.
              Step 2   Confirm that the shared secret is configured on the phone.
              • If the shared secret is configured, verify that you have the same shared secret on the authentication server.
              • If the shared secret is not configured on the phone, enter it, and ensure that it matches the shared secret on the authentication server.

              Related References

              Verify DNS settings

              To verify DNS settings, follow these steps:

              Procedure
                Step 1   Press Applications.
                Step 2   Select Admin Settings > Network Setup > IPv4 Setup > DNS Server 1.
                Step 3   You should also verify that a CNAME entry was made in the DNS server for the TFTP server and for the Cisco Unified Communications Manager system.

                You must also ensure that DNS is configured to do reverse lookups.


                Additional troubleshooting information

                If you have additional questions about troubleshooting your phone, go to the following Cisco website and navigate to the desired phone model:

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