Collect PCAP Trace from MPP IP Phones

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Updated:February 2, 2024
Document ID:221619

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    Introduction

    This document describes the process to collect a PCAP trace from MPP Cisco IP phones.

    Prerequisites

    Requirements

    Cisco recommends that you have knowledge of these topics:

    • Control Hub Administration.
    • How to access to Cisco IP Phone Web Page.
    • Admin Password Device.
    note-icon

    Note: For Webex Calling (WxC) provisioned devices ask WxC support.

    The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

    Background Information

    A Packet Capture (PCAP) Trace is a capture taken from a network interface to do a network analysis and troubleshooting. The output file is a .pcap and can be read in any Network Packet Analyzer like Wireshark.

    Cisco IP Phones, at times, do not take the config files to be provisioned or they have problems registering Webex Calling sevices.

    In that case, is very helpful to get a PCAP trace directly from the IP Phone to know what is happening in the network.

    Procedure

    Step 1. Navigate to Admin Page https://IP_ADDRESS_PHONE/Admin

    note-icon

    Note: If the IP Address is unknown, it can be obtained from Settings > Status > Network Status > IPv4 Status.

    Step 2. Log in as username Admin, enter the password, and select Login button.

    Log In PageLog In Page

    note-icon

    Note: For factory reset devices, the log in page doesn`t appear. The config page appears directly

    Step 3. Select Info and then Debug Info in the top menu.

    Top MenuTop Menu

    Step 4. Select Start Packet Capture located in the right of the page.

    Start Packet CaptureStart Packet Capture

    Step 5. Packet Capture options appears. Select Filter All and select the button Submit.

    Packet Capture OptionsPacket Capture Options

    Step 6. Attempt to recreate or reproduce the specific problem or issue that you currently have.

    Step 7.After successfully recreating the issue, proceed to select the Stop Packet Capture option.

    Stop Packet CaptureStop Packet Capture

    Step 8. Once the phone has finished to create the pcap, the new file appears. 

    New Pcap FileNew Pcap File

    Step 9.Download the PRT Log. Right-click on the link pcap and choose Save link as...  in order to download the logs.

    Save linkSave link

    Step 10. Select the directory where you want to save and the button Save.

    SaveSave

    Related Information

    Revision History

    Revision Publish Date Comments
    1.0
    02-Feb-2024
    Initial Release
    TAC Authored

    Contributed by Cisco Engineers

    • Jesus Teran
      Technical Consulting Engineer

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