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Table Of Contents
Troubleshooting and Maintenance
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified CallManager
Verifying TFTP Server Settings
Verifying IP Addressing and Routing
Verifying Cisco Unified CallManager Settings
Cisco Unified CallManager and TFTP Services Are Not Running
Creating a New Configuration File
Registering the Phone with Cisco Unified CallManager
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address
Cisco Unified IP Phone Resets Unexpectedly
Identifying Intermittent Network Outages
Checking Static IP Address Settings
Verifying Voice VLAN Configuration
Verifying that the Phones Have Not Been Intentionally Reset
Eliminating DNS or Other Connectivity Errors
Troubleshooting Cisco Unified IP Phone Security
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914
Resetting or Restoring the Cisco Unified IP Phone
Monitoring the Voice Quality of Calls
Where to Go for More Troubleshooting Information
Cleaning the Cisco Unified IP Phone
Troubleshooting and Maintenance
This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified Unified IP Phone 7970 Series or with your IP telephony network. It also explains how to clean and maintain your phone.
For additional troubleshooting information, refer to the Using the 79xx Status Information For Troubleshooting tech note. That document is available to registered Cisco.com users at this URL:
http://www.cisco.com/warp/customer/788/AVVID/telecaster_trouble.html
If you need additional assistance to resolve an issue, see the "Obtaining Technical Assistance" section.
This chapter includes these topics:
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Cisco Unified IP Phone Resets Unexpectedly
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Resolving Startup Problems
After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified CallManager, the phone should start up as described in the "Verifying the Phone Startup Process" section. If the phone does not start up properly, see the following sections for troubleshooting information:
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Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process
When you connect a Cisco Unified IP Phone into the network port, the phone should go through its normal startup process as described in the "Verifying the Phone Startup Process" section, and the LCD screen should display information. If the phone does not go through the startup process, the cause may be faulty cables, bad connections, network outages, lack of power, and so on. Or, the phone may not be functional.
To determine whether the phone is functional, follow these suggestions to systematically eliminate these other potential problems:
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If after attempting these solutions, the LCD 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.
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified CallManager
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 displaying on the LCD screen, the phone is not starting up properly. The phone cannot successfully start up unless it is connected to the Ethernet network and it has registered with a Cisco Unified CallManager server.
These sections can assist you in determining the reason the phone is unable to start up properly:
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Identifying Error Messages
As 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 the "Status Messages Screen" section for instructions about accessing status messages and for a list of potential errors, their explanations, and their solutions.
Checking Network Connectivity
If the network is down between the phone and the TFTP server or Cisco Unified CallManager, the phone cannot start up properly. Ensure that the network is currently running.
Verifying TFTP Server Settings
You can determine the IP address of the TFTP server used by the phone by pressing the Settings button on the phone, choosing Network Configuration, and scrolling to the TFTP Server 1 option.
If you have assigned a static IP address to the phone, you must manually enter a setting for the TFTP Server 1 option. See the "Network Configuration Menu" section.
If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check the IP address configured in Option 150.
You can also enable the phone to use an alternate TFTP server. Such a setting is particularly useful if the phone was recently moved from one location to another. See the "Network Configuration Menu" section for instructions.
Verifying IP Addressing and Routing
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.
On the Cisco Unified IP Phone, press the Settings button, choose Network Configuration, and look at the following options:
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If you are using DHCP, check the IP addresses distributed by your DHCP server. Refer to Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks, available at this URL: http://www.cisco.com/warp/customer/473/100.html#41
Verifying DNS Settings
If you are using DNS to refer to the TFTP server or to Cisco Unified CallManager, you must ensure that you have specified a DNS server. Verify this setting by pressing the Settings button on the phone, choosing Network Configuration, and scrolling to the DNS Server 1 option. You should also verify that there is a CNAME entry in the DNS server for the TFTP server and for the Cisco Unified CallManager system.
You must also ensure that DNS is configured to do reverse look-ups.
Verifying Cisco Unified CallManager Settings
On the Cisco Unified IP Phone, press the Settings button, choose Network Configuration, and look at the CallManager 1-5 options. The Cisco Unified IP Phone attempts to open a TCP connection to all the Cisco Unified CallManager servers that are part of the assigned Cisco Unified CallManager group. If none of these options contain IP addresses or show Active or Standby, the phone is not properly registered with Cisco Unified CallManager. See the "Registering the Phone with Cisco Unified CallManager" section for tips on resolving this problem.
Cisco Unified CallManager and TFTP Services Are Not Running
If the Cisco Unified CallManager or TFTP services are not running, phones may not be able to start up properly. However, in such a situation, it is likely that you are experiencing a system-wide failure and that other phones and devices are unable to start up properly.
If the Cisco Unified CallManager service is not running, all devices on the network that rely on it to make phone calls will be affected. If the TFTP service is not running, many devices will not be able to start up successfully.
To start a service, follow these steps:
Procedure
Step 1
Step 2
Step 3
The page displays the service names for the server that you chose, the status of the services, and a service control panel to stop or start a service.
Step 4
The Service Status symbol changes from a square to an arrow.
Creating a New Configuration File
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.
To create a new configuration file, follow these steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Note
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Registering the Phone with Cisco Unified CallManager
A Cisco Unified IP Phone can register with a Cisco Unified CallManager server only if the phone has been added to the server or if auto-registration is enabled. Review the information and procedures in the "Adding Phones to the Cisco Unified CallManager Database" section to ensure that the phone has been added to the Cisco Unified CallManager database.
To verify that the phone is in the Cisco Unified CallManager database, choose Device > Phone > Find from Cisco Unified CallManager Administration to search for the phone based on its MAC Address. For information about determining a MAC address, see the "Determining the MAC Address of a Cisco Unified IP Phone" section.
If the phone is already in the Cisco Unified CallManager database, its configuration file may be damaged. See the "Creating a New Configuration File" section for assistance.
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address
If a phone is unable to obtain an IP address when it starts up, the phone may be not be on the same network or VLAN as the DHCP server, or the switch port to which the phone is connected may be disabled.
Make sure that the network or VLAN to which the phone is connected has access to the DHCP server, and make sure that the switch port is enabled.
Cisco Unified IP Phone Resets Unexpectedly
If users report that their phones are resetting during calls or while idle on their desk, you should investigate the cause. If the network connection and Cisco Unified CallManager connection are stable, a Cisco Unified IP Phone should not reset on its own.
Typically, a phone resets if it has problems connecting to the Ethernet network or to Cisco Unified CallManager. These sections can help you identify the cause of a phone resetting in your network:
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Verifying Physical Connection
Verify that the Ethernet connection to which the Cisco Unified IP Phone is connected is up. For example, check if the particular port or switch to which the phone is connected is down and that the switch is not rebooting. Also make sure that there are no cable breaks.
Identifying Intermittent Network Outages
Intermittent network outages affect data and voice traffic differently. Your network might have been 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 its network connection.
If you are experiencing problems with the voice network, you should investigate whether an existing problem is simply being exposed.
Verifying DHCP Settings
Follow this process to help determine if the phone has been properly configured to use DHCP:
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Cisco Unified IP Phones send messages with request type 151 to renew their DHCP address leases. If the DHCP server expects messages with request type 150, the lease will be denied, forcing the phone to restart and request a new IP address from the DHCP server.
Checking Static IP Address Settings
If the phone has been assigned a static IP address, verify that you have entered the correct settings. See the "Network Configuration Menu" section for more information.
Verifying Voice VLAN Configuration
If the Cisco Unified IP Phone appears to reset during heavy network usage (for example, following extensive web surfing on a computer connected to same switch as phone), it is likely that you do not have a voice VLAN configured.
Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic. See the "Understanding How the Cisco Unified IP Phone Interacts with the VLAN" section for details.
Verifying that the Phones Have Not Been Intentionally Reset
If you are not the only administrator with access to Cisco Unified CallManager, you should verify that no one else has intentionally reset the phones.
You can check whether a Cisco Unified IP Phone received a command from Cisco Unified CallManager to reset by pressing the Settings button on the phone and choosing Status > Network Statistics. If the phone was recently reset one of these messages appears:
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Eliminating DNS or Other Connectivity Errors
If the phone continues to reset, follow these steps to eliminate DNS or other connectivity errors:
Procedure
Step 1
Step 2
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Step 3
Step 4
Step 5
Step 6
Checking Power Connection
In most cases, a phone will restart if it powers up using external power but loses that connection and switches to PoE. Similarly, a phone may restart if it powers up using PoE and then gets connected to an external power supply.
Troubleshooting Cisco Unified IP Phone Security
Table 9-1 provides troubleshooting information for the security features on the Cisco Unified IP Phone. For information relating to the solutions for any of these issues, and for additional troubleshooting information about security, refer to Cisco Unified CallManager Security Guide.
Table 9-1 Cisco Unified IP Phone Security Troubleshooting
Device authentication error.
CTL file does not have a Cisco Unified CallManager certificate or has an incorrect certificate.
Phone cannot authenticate CTL file.
The security token that signed the updated CTL file does not exist in the CTL file on the phone.
Phone cannot authenticate any of the configuration files other than the CTL file.
Bad TFTP record.
Phone reports TFTP authorization failure.
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Phone does not register with Cisco Unified CallManager.
The CTL file does not contain the correct information for the Cisco Unified CallManager server.
Phone does not request signed configuration files.
The CTL file does not contain any TFTP entries with certificates.
Phone cannot obtain a DHCP-assigned IP address.
These errors typically indicate that 802.1X authentication is enabled on the phone, but the phone is unable to authenticate.
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Phone does not register with Cisco Unified CallManager.
Phone status display as "Configuring IP" or "Registering".
802.1X Authentication Status displays as "Held" (see the "802.1X Authentication and Status" section for more details).
Status menu displays 802.1X status as "Failed" (see the "Status Menu" section for more details).
Phone cannot obtain a DHCP-assigned IP address
These errors typically indicate that 802.1X authentication is not enabled on the phone. To enable it, see the "802.1X Authentication and Status" section .
Phone does not register with Cisco Unified CallManager
Phone status display as "Configuring IP" or "Registering"
802.1X Authentication Status displays as "Disabled"
Status menu displays DHCP status as timing out
Phone cannot obtain a DHCP-assigned IP address
These errors typically indicate that the phone has completed a factory reset (see the "Performing a Factory Reset" section) while 802.1X was enabled. A factory reset deletes the shared secret, which is required for 802.1X authentication and network access. To resolve this, you have two options:
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Once the phone starts up normally in one of these conditions, you can access the 802.1X configuration menus and re-enter the shared secret (see the "802.1X Authentication and Status" section).
Phone does not register with Cisco Unified CallManager
Phone status display as "Configuring IP" or "Registering"
Cannot access phone menus to verify 802.1X status
General Troubleshooting Tips
Table 9-2 provides general troubleshooting information for the Cisco Unified IP Phone.
Table 9-2 Cisco Unified IP Phone Troubleshooting
Daisy-chaining IP phones
Daisy chaining (connecting an IP phone to another IP phone through the access port) is not supported. Each IP phone should directly connect to a switch port.
Poor quality when calling digital cell phones using the G.729 protocol
In Cisco Unified CallManager, you can configure the network to use the G.729 protocol (the default is G.711). When using G.729, calls between an IP phone and a digital cellular phone will have poor voice quality. Use G.729 only when absolutely necessary.
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 are powering your phone through the network connection, you must be careful if you decide to unplug the phone's network connection and plug the cable into a desktop computer.
Caution
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 the "Unlocking and Locking Options" section for details.
LCD display issues
If the display appears to have rolling lines or a wavy pattern, it might be interacting with certain types of older fluorescent lights in the building. Moving the phone away from the lights, or replacing the lights, should resolve the problem.
Dual-Tone Multi-Frequency (DTMF) delay
When you are on a call that requires keypad input, if you press the keys too quickly, some of them might not be recognized.
Codec mismatch between the phone and another device
The RxType and the TxType statistics show the codec that is being 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 the "Call Statistics Screen" section 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 being used in a conversation between this Cisco Unified IP phone and the other device. The values of these statistics should match.
See the "Call Statistics Screen" section for information about displaying these statistics.
Gaps in voice calls
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.
See the "Call Statistics Screen" section for information about displaying these statistics.
Loopback condition
A loopback condition can occur when the following conditions are met:
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In this case, the switch port on the phone can become disabled and the following message will appear in the switch console log:
HALF_DUX_COLLISION_EXCEED_THRESHOLD
To resolve this problem, re-enable the port from the switch.
One-way audio
When at least one person in a call does not receive audio, IP connectivity between phones is not established. Check the configurations in routers and switches to ensure that IP connectivity is properly configures.
General Troubleshooting Tips for the Cisco Unified IP Phone Expansion Module 7914
Table 9-3 provides general troubleshooting information for the Cisco Unified IP Phone Expansion Module 7914.
Resetting or Restoring the Cisco Unified IP Phone
There are two methods for resetting or restoring the Cisco Unified IP Phone:
Performing a Basic Reset
Performing a basic reset of a Cisco Unified IP Phone provides a way to recover if the phone experiences an error and provides a way to reset or restore various configuration and security settings.
Table 9-4 describes the ways to perform a basic reset. You can reset a phone with any of these operations any time after the phone has started up. Choose the operation that is appropriate for your situation.
Table 9-4 Basic Reset Methods
Restart phone
From the Main screen, press Settings to displays the Settings menu, then press **#**.
Note
Resets any user and network configuration changes that you have made but that the phone has not written to its Flash memory to previously-saved settings, then restarts the phone.
Erase softkey
From the Settings menu, unlock phone options (see the "Unlocking and Locking Options" section). Then press the Erase softkey.
Resets user and network configuration settings to their default values, deletes the CTL file from the phone, and restarts the phone.
From the Network Configuration menu, unlock phone options (see the "Unlocking and Locking Options" section). The press the Erase softkey.
Resets network configuration settings to their default values and resets the phone. (This method causes DHCP reconfigure the IP address of the phone.)
From the Security Configuration menu, unlock phone options (see the "Unlocking and Locking Options" section). Then press the Erase softkey.
Deletes the CTL file from the phone and restarts the phone.
Performing a Factory Reset
When you perform a factory reset of the Cisco Unified IP Phone, the following information is erased or reset to its default value:
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Before you perform a factory reset, ensure that the following conditions are met:
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To perform a factory reset of a phone, perform the following steps:
Procedure
Step 1
The phone begins its power up cycle.
Step 2
Continue to hold # until each line button flashes on and off in sequence in orange.
Step 3
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 orange and then green, and the phone goes through the factory reset process. This process can take several minutes.
Do not power down the phone until it completes the factory reset process and the main screen appears.
Using the 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 the Cisco Unified CallManager installation.
You can configure users' Cisco Unified IP Phones with QRT. When you do so, users can report problems with phone calls by pressing the QRT softkey. This softkey is available only when the Cisco Unified IP Phone is in the Connected, Connected Conference, Connected Transfer, and/or OnHook states.
When a user presses the QRT softkey, a list of problem categories appears. The user selects the appropriate problem category and this feedback is logged in an XML file. Actual information logged depends on the user selection and whether the destination device is a Cisco Unified IP Phone.
For more information about using QRT, refer to Cisco Unified CallManager Features and Services Guide.
Monitoring the Voice Quality of Calls
To measure the voice quality of calls that are sent and received within the network, Cisco Unified IP Phones use these statistical metrics that are based on concealment events. The DSP plays concealment frames to mask frame loss in the voice packet stream.
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MOS LQK scores are produced by a Cisco proprietary algorithm, Cisco Voice Transmission Quality (CVTQ) index. Depending on the MOS LQK version number, these scores might be compliant with the International Telecommunications Union (ITU) standard P.564. This standard defines evaluation methods and performance accuracy targets that predict listening quality scores based on observation of actual network impairment.
Note
Listening quality scores (MOS LQK) relate to the clarity or sound of the received voice signal. Conversational quality scores (MOS CQ such as G.107) include impairment factors, such as delay, that degrade the natural flow of conversation.
For information about configuring voice quality metrics for phones, refer to the "Phone Features" section in the "Cisco Unified IP Phone" chapter in Cisco Unified CallManager System Guide.
You can access voice quality metrics from the Cisco Unified IP Phone by using the Call Statistics screen (see the "Call Statistics Screen" section) or remotely by using Streaming Statistics (see the "Monitoring the Cisco Unified IP Phone Remotely").
Using Voice Quality Metrics
To use the metrics for monitoring voice quality, note the typical scores under normal conditions of zero packet loss, and use the metrics as a baseline for comparison.
It is important to distinguish significant changes from random changes in metrics. Significant changes are scores that change about 0.2 MOS or greater and persist in calls that last longer than 30 seconds. Conceal Ratio changes should indicate greater than 3 percent frame loss.
MOS LQK scores can vary based on the codec that the Cisco Unified IP Phone uses. The following codecs provide these maximum MOS LQK scores under normal conditions with zero frame loss:
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A Conceal Ratio of zero indicates that the IP network is delivering frames and packets on time with no loss.
Troubleshooting Tips
When you observe significant and persistent changes to metrics, use Table 9-5 for general troubleshooting information:
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Where to Go for More Troubleshooting Information
If you have additional questions about troubleshooting the Cisco Unified IP Phones, several Cisco.com web sites can provide you with more tips. Choose from the sites available for your access level.
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http://www.cisco.com/en/US/products/hw/phones/ps379/tsd_products_
support_series_home.html•
http://www.cisco.com/en/US/products/sw/voicesw/tsd_products_support_
category_home.htmlCleaning the Cisco Unified IP Phone
To clean your Cisco Unified IP phone, use a soft, dry cloth to wipe the phone and the touchscreen. Do not apply liquids or powders directly on the phone. As with all non-weather-proof electronics, liquids and powders can damage the components and cause failures.
Disable the touchscreen before cleaning it so that you will not inadvertently choose a feature from the pressure of the cleaning cloth. To disable the touchscreen so that it will not respond to touch, press the Display button for more than one second. The phone displays Touchscreen Disabled and the Display button flashes green.
After one minute, the touchscreen automatically re-enables itself. To re-enable the touchscreen before that, press the flashing Display button for more than one second. The phone displays Touchscreen Enabled.
