Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 9.0 (SIP)
Troubleshooting and Maintenance
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Troubleshooting and Maintenance

Contents

Troubleshooting and Maintenance

This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified IP Phone or with your IP telephony network. The chapter 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:

Troubleshooting

Use the following sections to troubleshoot problems with the phones:

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 Phone Startup Verification.

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

Cisco Unified IP Phone Does Not Go Through Normal Startup Process

Problem

When you connect a Cisco Unified IP Phone to the network port, the phone does not go through the normal startup process as described in Phone Startup Verification 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 Unified IP Phone from another port and connect it to this network port to verify that the port is active.
    • Connect the Cisco Unified IP Phone that does not start up to a different network port that is known to be good.
    • Connect the Cisco Unified 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. For instructions, see Basic Reset.
  • After you attempt these solutions, if the phone screen on the Cisco Unified IP Phone does not display any characters after at least five minutes, contact a Cisco technical support representative for additional assistance.

Cisco Unified 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 General Troubleshooting Information 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 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.

TFTP Server Settings
Problem

The TFTP server settings may not be correct.

Solution

Check the TFTP settings. See Check TFTP Settings.

IP Addressing and Routing
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. See Check DHCP Settings.

DNS Settings
Problem

The DNS settings may be incorrect.

Solution

If you use DNS to access the TFTP server or Cisco Unified Communications Manager, you must ensure that you specify a DNS server. See Verify DNS Settings.

Cisco CallManager and TFTP Services Are Not Running

Problem

If the Cisco CallManager 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 CallManager 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.

Cisco Unified Communications Manager Phone Registration

Problem

The phone is not registered with the Cisco Unified Communications Manager

Solution

A Cisco Unified 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 Cisco Unified Communications Manager 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 Cisco Unified IP Phone MAC Address Determination.

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 Unified 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 Unified IP Phone Resets Unexpectedly

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. These sections can help you identify the cause of a phone resets in your network:

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.

DHCP Setting Errors

Problem

The DHCP settings may be incorrect.

Solution

Verify that you have properly configured the phone to use DHCP. See Ethernet Setup Menu 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.

Static IP Address Settings Errors

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. See Ethernet Setup Menu for more information.

Voice VLAN Setup Errors

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.

Phones Have Not Been Intentionally 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 Administrator 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.

DNS or Other Connectivity Errors

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.

Power Connection Problems

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.

Physical Connection Problems

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.

Cisco Unified IP Phone Security Problems

The following sections provide troubleshooting information for the security features on the Cisco Unified 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.

CTL File Problems

The following sections describe problems with the CTL file.

Authentication Error, Phone Cannot Authenticate CTL File
Problem

A device authentication error occurs.

Cause

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

Solution

Install a correct certificate.

Phone Cannot Authenticate CTL File
Problem

Phone cannot authenticate the CTL file.

Cause

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

Solution

Change the security token in the CTL file and install the new file on the phone.

CTL File Authenticates but Other Configuration Files Do Not Authenticate
Problem

Phone cannot authenticate any configuration files other than the CTL file.

Cause

A bad TFTP record exists, or the configuration file may not be signed by the corresponding certificate in the phone Trust List.

Solution

Check the TFTP record and the certificate in the Trust List.

ITL File Authenticates but Other Configuration Files Do Not Authenticate
Problem

Phone cannot authenticate any configuration files other than the ITL file.

Cause

The configuration file may not be signed by the corresponding certificate in the phone Trust List.

Solution

Re-sign the configuration file by using the correct certificate.

TFTP Authorization Fails
Problem

Phone reports TFTP authorization failure.

Cause

The TFTP address for the phone does not exist in the CTL file.

If you created a new CTL file with a new TFTP record, the existing CTL file on the phone may not contain a record for the new TFTP server.

Solution

Check the configuration of the TFTP address in the phone CTL file.

Phone Does Not Register
Problem

Phone does not register with Cisco Unified Communications Manager.

Cause

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

Solution

Change the Cisco Unified Communications Manager server information in the CTL file.

Signed Configuration Files Are Not Requested
Problem

Phone does not request signed configuration files.

Cause

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

Solution

Configure TFTP entries with certificates in the CTL file.

802.1X Authentication Problems

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

Table 1 Identifying 802.1X authentication problems

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 Is 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 the DHCP status as 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 Is 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 and Transaction Status.

Factory Reset of Phone Has Deleted 802.1X Shared Secret
Problem

After a reset, the phone does not authenticate.

Cause

These errors typically indicate that the phone has completed a factory reset (see Basic Reset) while 802.1X was enabled. A factory reset deletes the shared secret, which is required for 802.1X authentication and network access.

Solution

To resolve this situation, temporarily move the phone to a network environment that is not using 802.1X authentication. After the phone starts up normally, access the 802.1X configuration menus to enable device authentication and to reenter the shared secret (see 802.1X Authentication and Transaction Status).

Camera, audio, and video problems

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

No Video

Problem

The phone does not detect the camera or no picture appears on the screen.

Solution

Check the following conditions:

  • Verify that the camera is connected properly by unplugging and reconnecting the camera to the phone.
  • Verify that video is enabled in Cisco Unified Communications Manager.
  • Check the resolution of the transmitting endpoint. Cisco Unified IP Phone 8961, 9951, and 9971 does not display videos that use a resolution higher than VGA. If the other endpoint transmits at a resolution greater than VGA, such a transmission results in a black screen.
  • Verify that packets are being received. Check the Rcvr Packets (would be zero in this case) in Administrator Settings > Status > Call Statistics > Video > Video Statistics.
  • Ensure that the transmitting phone has the camera shutter completely open.

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.

Video Freezes

Problem

The video is frozen.

Cause

When the phone stops receiving video packets, the video display pauses and displays the last decoded video frame.

Solution
  • Check whether the received packets count is incrementing or not, by navigating to Administrator Settings > Status > Call Statistics > Video > Video statistics > Rcvr Packets statistics.
  • Put the call on hold and then resume the call to clear the issue.
  • If the transmitting phone is also Cisco Unified IP Phone 8961 or 9951 or 9971, check the LED on top of the camera. If no light is illuminated (either green or red), then the remote camera might not be transmitting video.

Audio/Video Is Not Synchronized

Problem

Audio/Video synchronization is poor.

Solution

To resolve synchronization issues:

  • Check whether RTCP is enabled in Cisco Unified Communications Manager.
  • Check for a degraded network connection by navigating to Administrator Settings > Status > Call Statistics > Video > Video Statistics and checking the Avg Jitter and Max Jitter values.
  • Place the call on hold and then resume the call to restore audio/video synchronization.

No Audio

Problem

The recipient endpoint only sees a mute image.

Solution

If Auto Transmit Video is set to Off, the camera automatically transmits the mute image. The illuminated red LED 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.

Video Is Too Dark

Problem

Video that the camera transmits is too dark or the subject too dark in the video.

Solution

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

  • Adjust the View Area for your camera. Try moving the location of the camera and check whether the brightness improves.
  • Adjust the camera brightness by navigating to Accessories > Cisco Unified Video Camera > Brightness and adjusting the brightness settings.

Poor Quality or Grainy Video

Problem

The phone has poor video quality/grainy video.

Solution

When the resolution of the received video is grainy, the user may perceive that the video quality is poor. However, this does 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 Cisco Unified Communications Manager bandwidth setting limits the resolution to less than CIF, (352x288). Try increasing the bandwidth to at least 275 kbps.

Video Is Blocky or Distorted

Problem

The phone has blocky or distorted video.

Cause

Blocky or distorted video is generally a symptom of a degraded network. Endpoints that do not closely adhere to video transmission standards can also cause blocky or distorted video.

Solution

If the network is degraded, navigate to Administrator Settings > Status > CallStatistics > Video > Video Statistics and check the following fields:

  • Rcvr Lost Packets
  • Rcvr Discarded
  • Avg Jitter
  • Max Jitter

Video Is Slow Moving or Jittery

Problem

The phone has slow moving video or jittery video.

Cause

The frame rate of the received video is low.

Solution

Check the rate by navigating to Administrator Settings > Status > CallStatistics > Video > Video Statistics and checking the Rcvr Frame Rate field. Frame rates of fewer than 15 fps result in slow-moving video.

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.

Video distorted or pixilated on Cisco Unified IP Phone 9951

Problem

The video on the Cisco Unified IP Phone 9951 appears distorted or pixilated and the phone is using a 100-BaseT/full duplex connection.

Cause

The transmission speed of the connection is insufficient for the audio and video demands of the phone.

Solution

Upgrade the transmission speed to 1000-BaseT/full duplex.

VXC VPN Troubleshooting

When you are experiencing problems associated with the Virtualization Experience Client (VXC) Virtual Private Network (VPN), use this section to troubleshoot the problems.

Phone Does Not Set Up VXC VPN Tunnel

Problem

The VXC is on and physically connected with phone using the spine connector and network cable, but the VXC VPN status is not connected.

Solution

Perform the following steps:

  1. Verify that:
    1. The phone is powered by the adapter.
    2. VXC is shown in accessories menu. If not, power cycle the phone.
    3. VPN status is connected.
  2. Power cycle VXC device.

Identify VXC VPN Connection Problems

Use these steps to identify problems with the VXC VPN connection.

Procedure
    Step 1   Check that the VXC is showing in the phone Accessories menu.
    Step 2   Check the VXC VPN status in the phone VPN menu.
    Step 3   In the Cisco Unified Communications Manager, check that the Enable VXC VPN for MAC fields contains all Fs or is the same MAC address of the user's VXC device.
    Step 4   Check that the VXC VPN status is connected.
    Step 5   Check that the Alternate TFTP is enabled and that the correct TFTP IP address is configured on the phone.
    Step 6   Check that the VXC is physically connected in the PC port of the phone.
    Step 7   Check that the VXC device gets an IP address from the phone, and not from the local router.
    Step 8   From the VXC device, use the ping command to check that the device can successfully contact the Cisco Unified Communications Manager.

    General Telephone Call Problems

    The following sections help troubleshoot general telephone call problem.

    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 Administrator Settings > Network Setup > Ethernet 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. For more information, see Ethernet Setup Menu.
      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. See Ethernet Setup Menu for instructions.
      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.


      Determine DNS or connectivity issues

      Procedure
        Step 1   Use the Reset Settings menu to reset phone settings to their default values. See Basic Reset for details.
        Step 2   Modify DHCP and IP settings:
        1. Disable DHCP. See Ethernet Setup Menu for instructions.
        2. Assign static IP values to the phone. See Ethernet Setup Menu for instructions. Use the same default router setting that other functioning Cisco Unified IP Phones use.
        3. Assign a TFTP server. See Ethernet Setup Menu for instructions. 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 Unified IP Phone. For information about determining a MAC address, see Cisco Unified IP Phone MAC Address Determination.
        Step 6   Power cycle the phone.

        Check DHCP Settings

        Procedure
          Step 1   On the Cisco Unified IP Phone, press Applications.
          Step 2   Select Administrator Settings > Network Setup > Ethernet 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


          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. See Cisco Unified Communications Manager Phone Addition Methods for details.
            Step 4   Power cycle the phone.

            Identify 802.1X Authentication Problems

            Procedure
              Step 1   Verify that you have properly configured the required components (see 802.1X Authentication for more information).
              Step 2   Confirm that the shared secret is configured on the phone (see 802.1X Authentication and Transaction Status for more information).
              • 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.

              Verify DNS Settings

              To verify DNS settings, follow these steps:

              Procedure
                Step 1   Press Applications.
                Step 2   Select Administrator Settings > Network Setup > Ethernet 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.


                Start Service


                Note


                A service must be activated before it can be started or stopped. To activate a service, choose Tools > Service Activation.


                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.


                  General Troubleshooting Information

                  The following table provides general troubleshooting information for the Cisco Unified IP Phone.

                  Table 2 Cisco Unified IP Phone troubleshooting

                  Summary

                  Explanation

                  Connecting a Cisco Unified IP Phone to another Cisco Unified IP Phone

                  Cisco does not support connecting an IP phone to another IP Phone through the PC port. Each IP Phone should connect directly to a switch port. If phones are connected together in a line by using the PC port, the phones do not work.

                  Prolonged broadcast storms cause IP phones 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 IP phones to reset, lose an active call, or be unable to initiate or answer a call. Phones may not come up until a broadcast storm ends.

                  Moving a network connection from the phone to a workstation

                  If you power your phone through the network connection, you must be careful if you decide to unplug the network connection of the phone and plug the cable into a desktop computer.

                  Caution   

                  The network card in the computer 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 phone before plugging it into a computer. This delay gives the switch enough time to recognize that there is no longer a phone on the line and to stop providing power to the cable.

                  Changing the telephone configuration

                  By default, the network configuration options are locked to prevent users from making changes that could impact their network connectivity. You must unlock the network configuration options before you can configure them. See Password Protection for details.

                  Codec mismatch between the phone and another device

                  The RxType and the TxType statistics show the codec that is used for a conversation between this Cisco Unified IP Phone 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 Display Call Statistics Screen for information about displaying these statistics.

                  Sound sample mismatch between the phone and another device

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

                  See Display Call Statistics Screen 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 the phone is set to 10 Half (10-BaseT/half duplex).
                  • The phone receives power from an external power supply.
                  • The phone is powered down (the power supply is disconnected).

                  In this case, the switch port on the phone can become disabled and the following message appears in the switch console log:

                  HALF_DUX_COLLISION_EXCEED_THRESHOLD

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

                  Additional Troubleshooting Information

                  If you have additional questions about troubleshooting Cisco Unified IP Phones, go to the following Cisco website and navigate to the desired Cisco Unified IP Phone:

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

                  Maintenance

                  The following sections describe phone maintenance.

                  Basic Reset

                  Performing a reset of a Cisco Unified IP Phone provides a way to recover if the phone experiences an error and resets or restores various configuration and security settings.

                  The following sections describe the types of resets that you can perform. You can reset a phone with any of these operations after the phone has started up. Choose the operation that is appropriate for your situation.

                  Perform Factory Reset

                  Resets user and network configuration settings to their factory default values, and restarts the phone.

                  Before you perform a factory reset, ensure that the following conditions are met:

                  • The phone must be on a DHCP-enabled network.
                  • A valid TFTP server must be set in DHCP option 150 or option 66 on the DHCP server.

                  The following events occur on the phone when you perform a reset:

                  • User configuration settings reset to default values.
                  • Network configuration settings reset to default values.
                  • Call histories get erased.
                  • Locale information resets to default values.
                  • Phone application gets erased, and the phone recovers by using the image in the inactive partition of flash to boot up.
                  • Security settings reset to default values. This includes deleting the CTL file, deleting the MD5 secret, and changing the 802.1x Device Authentication parameter to "Disabled."

                  Note


                  Do not power down the phone until the factory reset process completes and the main screen appears.


                  Procedure
                    Step 1   From the Administrator Settings menu, unlock phone options (see Password Protection).
                    Step 2   Choose Reset Settings > All Settings.

                    Perform Factory Reset from Phone Keypad

                    Use these steps to reset the phone to factory default settings using the phone keypad.

                    Procedure
                      Step 1   While powering up the phone, press and hold #.
                      Step 2   When the light on the Mute button and handset light strip turns off and all other lights (Line button, Headset button, Speakerphone button and Select button) stay green, press 123456789*0# in sequence.

                      When you press 1, the lights on the line buttons turn red. The light on the Select button flashes when a button is pressed.

                      If you press the buttons out of sequence, the lights on the line button, headset button, speakerphone button, and Select button turn green. You need to start over and press 123456789*0# in sequence again.

                      After you press these buttons, the phone goes through the factory reset process.

                      Caution   

                      Do not power down the phone until it completes the factory reset process, and the main screen appears.


                      Perform Network Configuration Reset

                      Resets network configuration settings to their default values and resets the phone. This method causes DHCP to reconfigure the IP address of the phone.

                      Procedure
                        Step 1   From the Administrator Settings menu, unlock phone options (see Password Protection).
                        Step 2   Choose Reset Settings > Network Settings.

                        Perform User and Network Configuration Reset

                        Resets any user and network configuration changes that you have made, but that the phone has not written to flash memory, to previously saved settings.

                        Procedure
                          Step 1   From the Administrator Settings menu, unlock phone options (see Password Protection).
                          Step 2   Choose Reset Settings > Reset Device.

                          Remove CTL File

                          Deletes only the CTL file from the phone.

                          Procedure
                            Step 1   From the Administrator Settings menu, unlock phone options (seePassword Protection).
                            Step 2   Choose Reset Settings > Security Settings.

                            Quality Report Tool

                            The Quality Report Tool (QRT) is a voice quality and general problem-reporting tool for the Cisco Unified IP Phone. The QRT feature is installed as part of Cisco Unified Communications Manager installation.

                            You can configure user Cisco Unified IP Phones with QRT. When you do so, users can report problems with phone calls by pressing Report Quality. This softkey or button is available only when the Cisco Unified IP Phone is in the Connected, Connected Conference, Connected Transfer, or OnHook states.

                            When a user presses Report Quality, a list of problem categories appears. The user selects the appropriate problem category, and this feedback is logged in an XML file. Actual information that is logged depends on the user selection and whether the destination device is a Cisco Unified IP Phone.

                            For more information about using QRT, see Cisco Unified Communications Manager Features and Services Guide.

                            Voice Quality Monitoring

                            To measure the voice quality of calls that are sent and received within the network, Cisco Unified IP Phones use the following 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 five percent concealment frames.

                            Note


                            Concealment ratio and concealment seconds are primary measurements that are 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 Display Call Statistics Screen) or remotely by using Streaming Statistics (see Remote Monitoring).

                            Voice Quality Troubleshooting Tips

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

                            Table 3 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 to a calling card network.
                            • Acoustic problems that come from a speakerphone, handsfree 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; they account only for frame loss.


                            Cisco Unified IP Phone Cleaning

                            To clean your Cisco Unified IP Phone, use only a dry soft cloth to gently wipe the phone and the phone screen. Do not apply liquids or powders directly to the phone. As with all nonweatherproof electronics, liquids and powders can damage the components and cause failures.

                            When the phone is in sleep mode, the touchscreen is blank and the Select button is not lit. When the phone is in this condition, you can clean the screen, as long as you know that the phone will remain asleep until after you finish cleaning. If the phone is likely to wake up during cleaning, wake it up or wait until it is awake before following the preceding cleaning instructions.