Cisco Unified Wireless IP Phone 7925G, 7925G-EX, and 7926G User Guide
Troubleshooting
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Troubleshooting

Troubleshooting

This section provides troubleshooting information for your Cisco Unified Wireless IP Phone.

General Troubleshooting

This section provides information to help you troubleshoot general problems with your phone. For more information, contact your system administrator.

Symptom

Explanation

You cannot complete a call

One or more of the following factors might apply:

  • Your phone is out of the wireless network access point service area.
    Note   

    When roaming with your phone, a green blinking light indicates that the phone is still within the wireless service coverage area.

  • You must log in to the Extension Mobility service.
  • You must enter a client matter code or forced authorization code after you dial a number.
  • Your phone has time-of-day restrictions that prevent you from using some features during certain hours of the day.

The main screen is not active

One of these messages appears on the status line:

  • Network busy: Not enough available bandwidth exists in wireless network to complete this call. Try again later.
  • Leaving service area: Phone is out of range of its associated access point and wireless network.
  • Locating network services: Phone is searching for a wireless network access point.
  • Authentication failed: Authentication server did not accept the security credentials.
  • Configuring IP: Phone is waiting for DHCP to assign an IP address.

The Settings menu is unresponsive

Your system administrator might have disabled access to the Settings menu on your phone.

Join fails

Join requires multiple selected calls. Be sure that you have selected at least one call in addition to the active call, which is selected automatically. Join also requires the selected calls to be on the same line. If necessary, transfer calls to one line before joining them.

The softkey that you want to use does not appear

One or more of the following factors might apply:

  • You must press Options and scroll to reveal additional softkeys.
  • You must change the line state (for example, place a call or have a connected call).
  • Your phone is not configured to support the feature associated with that softkey.

Barge fails and results in a fast busy tone

One or more of the following factors might apply:

  • You cannot barge an encrypted call if the phone you are using is not configured for encryption. When your barge attempt fails for this reason, your phone plays a fast busy tone.
  • You cannot barge a call on another Cisco Unified Wireless IP Phone.

You are disconnected from a call that you joined using Barge

You are disconnected from a call that you joined using Barge if the call is put on hold, transferred, or turned into a conference call.

CallBack fails

The other party might have call forwarding enabled.

The phone shows an error message when you attempt to set up Call Forward All

Your phone may reject your attempt to set up Call Forward All directly on the phone if the target number that you enter would create a Call Forward All loop or would exceed the maximum number of links permitted in a Call Forward All chain (also known as a maximum hop count). Ask your system administrator for details.

Phone Administration Data

Your system administrator might ask you to access administration data on your phone for troubleshooting purposes.

Access Network or Wireless Network Configuration Data

Procedure
    Step 1   Choose > Device Information.
    Step 2   Choose Network or WLAN.
    Step 3   Select the configuration item that you want to view.

    Access Status Data

    Procedure
      Step 1   Choose > Status.
      Step 2   Select the status item that you want to view.

      Access Phone Call and Voice Quality Information

      Procedure
      Choose > Status > Call.

      Use Quality Reporting Tool

      Your system administrator may temporarily configure your phone with the Quality Reporting Tool (QRT) to troubleshoot performance problems. Depending on configuration, use the QRT to:

      • Immediately report an audio problem on the current call.
      • Select a general problem from a list of categories and choose reason codes.
      Procedure
      Choose Options > QRT.

      Cisco Unified Wireless IP Phone 7925G Desktop Charger Problems

      This section provides information to help you troubleshoot Cisco Unified Wireless IP Phone 7925G Desktop Charger problems.

      Power/Bluetooth Status LED

      This section describes situations that are identified by the Power/Bluetooth Status LED. Under normal circumstances, the Power/Bluetooth Status LED lights green, which indicates that the Cisco Unified Wireless IP Phone 7925G Desktop Charger is plugged into line power.

      Power/Bluetooth Status LED Unlit

      Problem

      The Power/Bluetooth Status LED is unlit.

      Cause

      The Cisco Unified Wireless IP Phone 7925G Desktop Charger is not plugged into line power. If the Battery LED is also unlit, you cannot use the Cisco Unified Wireless IP Phone 7925G Desktop Charger.

      Solution

      Plug the charger into line power.

      Power/Bluetooth LED Flashes Blue

      Problem

      The Power/Bluetooth Status LED is flashing blue.

      Cause

      The Cisco Unified Wireless IP Phone 7925G Desktop Charger is entering or leaving Bluetooth pairing mode.

      Solution

      This is a normal action.

      Battery LED

      This section describes situations that are identified by the Battery LED. When the Battery LED lights green, the spare battery is fully charged.

      Battery LED Unlit

      Problem

      The Battery LED is unlit.

      Cause

      No spare battery is installed in the Cisco Unified Wireless IP Phone 7925G Desktop Charger, or battery is not making contact correctly.

      Solution

      If a battery is not installed, this situation is normal. If a battery is installed, remove the battery and place it back into the charger. Also, check that the Power/Bluetooth Status LED lights green.

      Battery LED is red

      Problem

      The Battery LED is red.

      Cause

      The spare battery is charging.

      Solution

      This situation is normal.

      Battery LED Is amber-yellow

      Problem

      The Battery LED is amber-yellow.

      Cause

      The Cisco Unified Wireless IP Phone 7925G Desktop Charger is running on the power from the spare battery. When the Battery LED flashes amber-yellow, the spare battery charge is low. When the amber-yellow Battery LED is dimming, the spare battery charge is rapidly depleting.

      Solution

      Plug the charger into line power.