Installation Guide for Phone Designer Release 7.1
Troubleshooting Phone Designer
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Troubleshooting Phone Designer

Table Of Contents

Troubleshooting Phone Designer

Phone Designer Configuration Files

Phone Designer Log Files

Error Messages

Manually Adding a DNS Server to a Cisco Unified IP Phone

Known Issue


Troubleshooting Phone Designer


September 28, 2010

Phone Designer Configuration Files

Phone Designer Log Files

Error Messages

Known Issue

Phone Designer Configuration Files

The Phone Designer configuration files are located in the following folder:

Windows XP - C:\Documents and Settings\[Windows User Account Name]\Application Data\Cisco\Cisco Unified Phone Application

Windows Vista - C:\Users\[Windows User Account Name]\AppData\Roaming\Cisco\Cisco Unified Phone Application

Table 4-1 describes the Phone Designer configuration folders and files.

Table 4-1 Phone Designer Configuration File and Folder Descriptions

Configuration Files and Folders
Description

\Data\Ringtone

Ringtone collection for the user.

\Data\Wallpaper

Wallpaper collection for the user.

\Data\Cache

Current cached ringtone and wallpaper for the Cisco Unified IP Phone.

Log

Not used.

Temp

Temporary ringtone and wallpaper files.

Cupas.xml file

The application settings for the user, for example, the Cisco Unified Communications Manager server information, user credentials and device information.

Userphones.xml file

This file contains Cisco Unified IP Phone information for the user. The file can be refreshed from the application via the menu path Edit > Settings > Save.

Phonemodels.xml file

This file contains the supported Cisco Unified IP Phone models. The Phonemodels.xml file is generated the first time the Phone Designer application runs after installation. The Phonemodels.xml file is stored in the Application Data folder.

TNPwallpaper.xml file

This file contains the list of wallpaper images for Cisco Unified IP Phone 7900 series models.


Related Topics

Phone Designer Log Files

Phone Designer Log Files

The Phone Designer log files are located in C:\Program Files\Cisco Systems\Cisco Unified Phone Application\LogFiles. The most recent log file is called phonePersonalization.log. This file rolls over to phonePersonalization.log.1, phonePersonalization.log.2 and so on when the maximum file size is reached. The maximum number of log files is ten. Each log file stores up to 100KB of logged data.

The Phone Designer installer log file is called install.log and is located in the C:\Program Files\Cisco Systems\Cisco Unified Phone Application folder.

Related Topics

Phone Designer Configuration Files

Error Messages

Table 4-2 shows the error messages that can be displayed on the Phone Designer application, and describes a recommended action for each error message.

Table 4-2 Phone Designer Error Messages and Recommended Actions

Error Displayed
Recommended Action

An unknown error occurred on your Cisco IP Phone

Verify that personalization is enabled for the Cisco Unified IP Phone on the Cisco Unified Communications Manager server.

Verify that the Cisco Unified IP Phone is registered to the user account on the Cisco Unified Communications Manager server.

Check the log files for the user.

Verify that a firewall does not exists between the Cisco Unified Communications Manager and the Cisco Unified IP Phone.

Verify the Cisco Unified Communications Manager hostname is listed in the DNS list of the phone.

Verify that a DNS server is listed on the phone. The DNS server might not be listed if DHCP is disabled on the phone or on Cisco Unified Communications Manager, or if Cisco Unified Communications Manager does not send the address to the phone. If a DNS server is not listed, manually add the DNS server to the phone. For more information about how to add a DNS server to a phone, see Manually Adding a DNS Server to a Cisco Unified IP Phone.

Unable to connect to the server

This error can occur during login, or if the IP address of the Cisco Unified Communications Manager is entered incorrectly in the Settings screen. Provide your users with the IP addresses of their Cisco Unified Communications Manager server, and request that they manually enter the (correct) IP address for their Cisco Unified Communications Manager in the server address field on the Settings screen.

Invalid username/password

Provide your user with the correct username and password for the Cisco Unified Communications Manager server.

The URL is invalid

Provide your user with the server name of the Cisco Unified Communications Manager server.

Invalid device listing received from server

Verify that the Cisco Unified IP Phone is registered to the user account on the Cisco Unified Communications Manager server.

Request that your user refresh the settings on the application (select Edit > Settings  > Save).

Check the log files for the user.

If problem persists, send the log files to your Cisco Support representative.

There are no phones assigned to this user

Assign the Cisco Unified IP Phone to the user account on the Cisco Unified Communications Manager server.

The server is currently unavailable

Request that the user refresh the settings on the application (select Edit > Settings > Save).

Request that the user close and re-open the application.

If problem persists, the server may still be busy processing the request. Request that the user try again later.

Personalization is disabled on the selected device

Enable personalization for the Cisco Unified IP Phone on the Cisco Unified Communications Manager server.

The server encountered an internal error

Request that the user re-enter their user ID on the Settings screen. Point out to the user that this value is case sensitive.

Check the log files for the user.

If problem persists, send the log files to your Cisco Support representative.

Your Cisco Unified IP Phone is currently unavailable

Check that the Cisco Unified IP Phone is connected and registered.

Request that the user refresh their settings on the application (select Edit > Settings > Save).

A communications failure occurred

Verify that the Cisco Unified IP Phone is registered with the Cisco Unified Communications Manager server.

Verify that the Cisco Unified IP Phone is registered to the user account on the Cisco Unified Communications Manager server.

Verify that the authentication URL setting points to the Cisco Unified Communications Manager publisher server. To get the authentication URL, select System > Enterprise Parameters in Cisco Unified CM Administration. Scroll down to the URL Authentication field in the Phone URL Parameters section.

An unknown error occurred

Check the log files for the user.

If problem persists, send the log files to your Cisco Support representative.


Manually Adding a DNS Server to a Cisco Unified IP Phone

Procedure


Step 1 Select Show > Network in Cisco Unified Operating System Administration.

Step 2 From the DNS Details section, note the IP address of the primary DNS server, and the domain name.

Step 3 On the Cisco Unified IP Phone, enter the IP address of the primary DNS server in the DNS Server 1 field.

For information about how to set the value of DNS Server 1 field on your Cisco Unified IP Phone, navigate to the documentation for your phone model from the following URL:

http://www.cisco.com/cisco/web/psa/maintain.html?mode=prod&level0=278875240

Step 4 On the Cisco Unified IP Phone, enter the domain name.

For information about how to set the domain name on your Cisco Unified IP Phone, navigate to the documentation for your phone model from the following URL:

http://www.cisco.com/cisco/web/psa/maintain.html?mode=prod&level0=278875240


Known Issue

Problem: On initial launch of the application one of these errors is displayed:

"This is a known operating system issue and a possible workaround is available in the Phone Designer help."

"Phone Designer has encountered a problem and needs to close."

Solution: There might be an issue with the cultural settings on the client PC. Provide your users with the workaround applicable to their operating system:

(Microsoft Windows XP)


Step 1 Under the Start menu, select Regional and Language Options in the Control Panel.

Step 2 Change the locale from English (United States) to a different locale, such as English (United Kingdom).

Step 3 Select OK.

Step 4 Change the locale back to English (United States).

Step 5 Select OK.


(Microsoft Windows Vista)


Step 1 Under the Start menu, select Regional and Language Options in the Control Panel.

Step 2 Select the Formats tab.

Step 3 Change the locale from English (United States) to a different locale, such as English (United Kingdom), in the Current Format drop down menu.

Step 4 Select OK.

Step 5 Change the locale back to English (United States).

Step 6 Select OK.