Table Of Contents
Cisco IP Phone 7971G-GE Release Notes for Firmware Release 6.0(2) SR2 for Cisco CallManager 3.3 or Later
May 20, 2005
These release notes are for use with the Cisco IP Phone 7971G-GE with firmware version 6.0(2) SR2 running on Cisco CallManager 3.3 or later.
These release notes include the following sections:
•Obtaining Cisco IP Phone 7971G-GE Power Information in the Phone Administration Guide
Installing Required Firmware for the Cisco IP Phone
Note Before you load the firmware image for the Cisco IP Phone 7971G-GE, read the complete installation instructions in the Readme file.
To use the Cisco IP Phone 7971G-GE with Cisco CallManager release 3.3 or later, you must install the latest firmware on all Cisco CallManager servers in the cluster. The firmware image name is TERM70.6-0-2SR2-0S.
However, if you are using Cisco CallManager Release 3.0, 3.1, or 3.2, do not install this firmware. You must first upgrade your Call Manager to release 3.3(4) SR2, 4.0(2a) SR1a, or 4.1.2 and execute the appropriate device package, if applicable. The TERM70.6-0-2SR2-0S firmware image will not work on Cisco IP Phones that connect to Cisco CallManager running a release prior to 3.3(4)SR2.
To find out whether you need to execute a device package before installing firmware, and for complete firmware installation instructions, refer to the Readme file.
This release does not support Cisco CallManager Express SRST environments.
Important Documentation Notes
This section provides important information regarding documentation for the Cisco IP Phone 7971G-GE.
Phone Figure in Phone User Guide
The figure of the back of a phone that appears in the "Connecting Your Phone" chapter in Cisco IP Phone 7970 Phone Guide is incomplete. The figure shows the network port and the access port as they are labeled on the Cisco IP Phone 7970G, not on the Cisco IP Phone 7971G-GE. On the Cisco IP Phone 7971G-GE, these ports are labeled as follows:
•Network port—10/100/1000 SW
•Access port—10/100/1000 PC
Cisco IP Phone 7971G-GE Power and Feature Information in the Phone Administration Guide
If you are using a version of Cisco CallManager earlier than 4.x:
•For information about phone features and related topics, refer to Cisco IP Phone 7970 Administration Guide for Cisco CallManager Release 3.3(3) and Later.
•For information related to power for the Cisco IP Phone 7971G-GE, refer to the following sections in Cisco IP Phone 7970 Series Administration Guide for Cisco CallManager 4.0:
–"Providing Power to the Cisco IP Phone 7970 Series" in the "Preparing to Install the Cisco IP Phone on Your Network" chapter
–"Network and Access Ports" in the "Setting Up the Cisco IP Phone" chapter
For more information about Cisco IP Phones, refer to the publications that are available at this URL:
For more information about Cisco CallManager, refer to the following publications, which are available at this URL:
•Cisco CallManager Administration Guide
•Cisco CallManager Features and Services Guide
•Cisco CallManager System Guide
•Cisco CallManager Serviceability Administration Guide
•Cisco CallManager Serviceability System Guide
•Cisco IP Telephony Troubleshooting Guide for Cisco CallManager
•Bulk Administration Tool User Guide
Correcting Cisco IP Phone 7970G and 7971G-GE Upgrade Problems
This section provides information that you should read if you are having difficulty upgrading from a 5.0(x) firmware image to a later image—up to, and including, image 6.0(3)—on the Cisco IP Phone 7970G or the Cisco IP Phone 7971G-GE.
Normally, the firmware upgrade process goes smoothly, but on rare occasions, some phones might experience problems. This section includes the following topics, which can help you solve upgrade problems quickly:
Identifying the Upgrade Problem
A firmware upgrade problem can cause a phone to get "stuck" without completing the upgrade process. In this case, a phone begins to upgrade but does not finish the process, and the phone screen remains unchanged for at least 10 minutes. Often the phone gets stuck at the "Verifying Load" phase. See Table 1 to identify the situation and determine corrective action.
Table 1 Correcting Cisco IP Phone 7970G and 7971G-GE Upgrade Problems
Situation Explanation Corrective Action
The TFTP server is connected through a WAN link or the network is slow for some other reason. This situation can cause the upgrade to take longer than usual.
Improve the network response time. (For example, consider adding a TFTP server or moving the existing TFTP server.)
Data packets are being dropped or reordered, which interferes with the TFTP protocol that requires the data packets to be received in order. If enough data packets are dropped or reordered, the phone will stop transferring the file and try again. If this situation persists, the phone may not be able to upgrade from that location.
Slow TFTP server
When a large number of phones attempt to upgrade their phone loads simultaneously, demand on the TFTP server increases. This situation slows the packet delivery rate for all phones. If all but a few phones upgrade successfully, this situation is probably not occurring.
Wait until demand on the TFTP server decreases before you upgrade phones.
Phone does not complete upgrade or re-register after upgrade
The phone began the upgrade process but seems to have stopped. The display has not changed for 10 minutes and there does not appear to be a network issue that would explain this behavior.
See the "Power Cycling the Phone" section.
Power Cycling the Phone
If you determine that the phone does not go beyond displaying the Verifying Load screen and that the cause is not a network issue, obtain the information described in the "Gathering Information About the Phone Upgrade" section, then power cycle the phone.
Note If it the phone is not stuck on the Verifying Load screen and instead has not completed downloading the firmware, power cycling the phone will restart the download process.
After power cycling, the phone should complete the upgrade process and register to the Cisco CallManager
If the phone does register with Cisco CallManager after power cycling, go to "Verifying the Phone Load" section.
If the phone does not register with Cisco CallManager after power cycling, go to the "Correcting Phone Registration Problems" section.
Verifying the Phone Load
If the phone registers with Cisco CallManager after you power cycle the phone, verify that the phone has the correct phone load file.
To do so, choose Settings > Model Information from the phone and look at the Load File setting.
Note If the phone resets while you are trying to check the phone load, allow the reset procedure to complete. If possible, note the number of times that the phone resets and then comes back up and registers.
If the phone load is correct, inform the Cisco TAC about the issue that you experienced and include a note stating that power cycling allowed the phone to complete the upgrade process.
If the phone load is incorrect, go to the Cisco CallManager Administration page for this phone and look at the Phone Load Name field. (This field appears under the Firmware Load Information heading.) Then take one of the following actions:
•If the Phone Load Name field specifies the correct load, follow the instructions in the "Gathering Information About the Phone Upgrade" section and contact the Cisco TAC.
•If the Phone Load Name field specifies an incorrect load, correct the entry in the Phone Load Name field, or delete the contents of the field to use the load specified on the Device Defaults page. Click Update and then reset the phone from the Cisco CallManager Administration.
Note It is unusual that you will need to manually specify a phone load.
•If the Phone Load Name field is blank, look at the Device Defaults page Load Information entry for the phone model that has the incorrect load. If the entry has the correct phone load, follow the instructions in the "Gathering Information About the Phone Upgrade" section and contact the Cisco TAC. If the Device Defaults page does not have the correct phone load, update the load information in this page and reset all of the phones with this model type.
Gathering Information About the Phone Upgrade
If a phone does not upgrade its firmware successfully, gather as much of the following information as possible and provide it to the Cisco TAC. Details about the condition of the phone when the upgrade started can help the TAC determine and resolve the issue.
Consider gathering the following information:
•What was the phone state when the upgrade started?
–Was the phone idle or was there a call in progress? (An upgrade will not start until a call completes.)
–Did a call finish just before the upgrade started?
–Does the phone have a shared line that might have had active calls?
•What's displayed on the phone screen?
–Is there text in the status line?
–Is there a handset, headset, or speaker icon in the status line (to indicate the current audio mode)?
–Does the phone screen change in any way when you lift or replace the handset, or press the Speaker or Headset button?
•What does the background of the phone screen look like?
–Does phone screen display the Cisco logo on a white background? If so, does it include check, X, or circle in the lower left corner?
–Does the phone screen display the default gray background? If so, was the phone configured to display a different background before the upgrade process began?
•What happens if you press the Settings button?
–Does the Settings menu appear or go away?
–If you can open the Settings menu, display the Status Messages screen. Are there any status messages that were generated after the upgrade process began?
•What happens when you press the Volume button? Does the phone screen change? Does the ringer sound?
•What is the phone's history?
–Was the phone power cycled recently?
–Was the phone moved to a new location recently?
–What was the date and time of the phone's last successful upgrade?
–Has this phone had an upgrade problem in the past?
•What applications does the phone run?
–Does the phone typically run XML applications?
–Is the phone configured with an Idle URL?
–Was the phone using Cisco CallManager Extension Mobility?
•Does the phone receive inline power, or is it using external power?
•What equipment is connected to the phone?
–Does the phone have a Cisco IP Phone 7914 Expansion Module connected?
–Does the phone have a headset or a TTD device connected?
–Is there a PC or another device plugged to the access port of the phone?
–If there is a PC connected to the access port, can the PC access the web?
–If there is a PC connected to the access port, can the PC ping the TFTP server?
•What phone load version was the phone running before you attempted the upgrade?
•What phone load version is the phone trying to upgrade to?
•What is the phone model?
•What is the IP address and MAC address of the phone?
•Can you access the phone web pages? (Go to http://IP_address, where IP_address is the IP Address of the phone.) Collect information from the following pages, if accessible:
•If you cannot access the phone web pages, can you access the Settings menu on the phone? Collect the following information from the Network Configuration and Device Configuration menus:
–DHCP server IP address (if DHCP is enabled for the phone).
–TFTP server IP address, and whether this address is specified by DHCP or by an Alternate TFTP address that has been entered on the phone (if DHCP is enabled).
–Configured TFTP server IP address (if DHCP is not enabled for the phone).
–Subnet mask (if DHCP is not enabled for the phone).
–Default router IP address (if DHCP is not enabled for the phone).
–DNS server IP address
–Primary Cisco CallManager IP address and whether Cisco CallManager is configured to run in secure mode.
•What are the relevant network conditions?
–What is the topology of the network in which the phone and the TFTP server are connected?
–What recent hardware or software updates or additions have been made to network equipment?
–Have other nearby phones upgraded successfully? If so, what phone models are they, and are they connected to the same switch as the phone that is having problems?
–What does the Ethernet cable that is plugged into the access port on the phone connect to?
–Can you provide a sniffer trace or an ethereal trace of the network traffic that the phone is seeing?
Correcting Phone Registration Problems
The following sections describe steps that you can take if a phone does not register with Cisco CallManager after the phone upgrades its firmware:
Symptom: Headset Button Lights and Line Keys Flash
If the Headset button on the phone illuminates green and line keys flash in sequence in green, the phone has lost its load in its Flash memory and cannot load the termXX.default.loads file. (In this file name, XX is the last two digits of the phone model number.)
To resolve this problem, take one of these actions:
•Perform the procedure in the "Checking the Load on the TFTP Server" section and make sure that the termXX.default.loads file exists on the TFTP server.
–If the load file does not exist on the TFTP server, obtain a termXX.default.loads file and its components from the phone load version install package that you want to be the default load for the phone. See the "Checking the Load on the TFTP Server" section.
–If the load file does exist on the TFTP server, make sure that the phone is plugged into a network with DHCP. Make sure that DHCP option 150 or option 66 is properly configured to point to the TFTP server on which the termXX.default.loads file is stored.
–If the load file does exist on the TFTP server and DHCP is set up properly, and the phone still goes through a continual rebooting process, the termXX.default.loads file may be corrupted. Obtain a new copy of the file from CCO.
Symptom: Startup Screen Appears
If the phone displays the Cisco logo startup screen but the headset light is not illuminated green, make sure that the termXX.default.loads file exists on the TFTP Server (see the "Checking the Load on the TFTP Server" section), and make sure that the phone is on a DHCP-enabled network.
Then, follow these steps to perform a factory reset of the phone. When you perform a factory reset, the following information is erased or reset to its default value.
•User configuration settings—Reset to default values.
•Network configuration settings—Reset to default values.
•Locale information—Reset to default values.
Preparing for a factory reset
Before you perform a factory reset, ensure that the following conditions are met:
•The phone must be on DHCP-enabled network.
•A valid TFTP server must be set in DCHP option 150 or option 66 on the DHCP server.
•The termXX.default.loads file and the files specified in that file should be available on the TFTP server that is specified by the DHCP packet.
Performing a factory reset
Step 1 Power cycle the phone.
The phone begins its power up cycle.
Step 2 While the phone is powering up, and before the Speaker button flashes on and off, press and hold #.
Continue to hold # until each line button flashes on and off in sequence in yellow.
Step 3 Release # and press 123456789*0#.
You can press a key twice in a row, but if you press the keys out of sequence, the factory reset will not take place.
After you press these keys, the line buttons on the phone flash red and the phone goes through the factory reset process.
Do not power down the phone until it completes the factory reset process and the main screen appears.
Symptom: Phone Starts Up but Does Not Register
If a phone makes it past the Cisco Logo Startup screen when it starts up but does not register with Cisco CallManager, display the Status Messages screen on the phone (press Settings > Status > Status Messages) and look for the following potential problems. When you identify the problem, refer to the Cisco IP Phone documentation or to the phone web page for additional information.
•CTL update failed
•DNS Unknown Host
•Duplicate IP address
•File Not Found
•Load Auth Failed
•TFTP not authorized
•Phone not in Cisco CallManager database and Auto-registration turned off, or Cisco CallManager license not available (look for the "Registration Rejected" message)
Checking the Load on the TFTP Server
To determine if the phone load is on the TFTP server, perform the following steps.
Note If any phone has successfully upgraded to the load that you desire, this problem does not apply.
Step 1 On the TFTP server, make sure that the .loads file exists in the \Program Files\Cisco\TFTPPath folder.
If the .loads file does not exist, retrieve the file named cmterm-7970_7971-sccp-X-X-X.ZIP. You can download this file from Cisco Connection Online (CCO).
Step 2 Extract the entire contents into the TFTPPath on your Cisco CallManager: c:\Program Files\Cisco\TFTPPath.
Step 3 If asked to overwrite any files, choose Yes to All.
Table 1 lists the bugs that have been fixed in this release.
Table 1 Defects Resolved in this Release
DDTS Number Summary
Phone ignores VVLAN information from switch port
Table 2 describes known Severity 1, 2, and 3 defects in this release.
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•Go to this URL: http://www.cisco.com/cgi-bin/Support/Bugtool/launch_bugtool.pl
•Log in to Cisco.com, click Technical Support, then click Tools & Utilities, then click Software Bug Toolkit under Troubleshooting Tools
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