Troubleshooting and Maintenance

This chapter provides information that can assist you in troubleshooting problems with your ATA 190 or with your IP telephony network. It also explains how to clean and maintain your phone.

Resolving Startup Problems

After installing an ATA 190 into your network and adding it to Cisco Unified Communications Manager, the phone starts up as described in the “Install the ATA 190” section. If the phone does not start up properly, see the following sections for troubleshooting information:

Symptom: The ATA 190 Does Not Go Through its Normal Startup Process

When you connect a phone in the network port, the phone goes through its normal startup process as described in the “Verify the ATA 190 Startup Process” section. 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:

1. Verify that the network port is functional:

– Exchange the Ethernet cables with cables that you know are functional.

– Disconnect a functioning phone from another port and connect it to this network port to verify that the port is active.

– Connect the phone that does not start up to a different network port that is known to be good.

– Connect the phone that will not start up directly to the port on the switch, eliminating the patch panel connection in the office.

2. Verify that the phone is receiving power:

– If you are using external power, verify that the electrical outlet is functional.

– If you are using the external power supply, switch with a unit that you know to be functional.

3. If the phone still does not start up properly, perform a factory reset of the phone.

Symptom: The ATA 190 Does Not Register with Cisco Unified Communications Manager

If the phone proceeds past the first stage of the startup process, with the LED buttons flashing on and off, but continues to cycle through the messages, 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 Communications Manager server.

These sections can assist you in determining the reason the phone is unable to start up properly:

Checking Network Connectivity

If the network is down between the phone and the TFTP server or Cisco Unified Communications Manager, 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 ATA 190 by entering http:// x.x.x.x where x.x.x.x is the IP address of the ATA 190.

If you have assigned a static IP address to the phone, manually enter a setting for the TFTP Server 1 option. See the “Accessing the IVR and Configuring Your Phone Setting” section.

If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check the IP address that is configured in Option 150 or Option 66.

You can also enable the phone to use an alternate TFTP server. Such a setting is very useful if the phone was recently moved from one location to another. See the “Accessing the IVR and Configuring Your Phone Setting” section for instructions.

Verifying DNS Settings

If you are using DNS to refer to the TFTP server or to Cisco Unified Communications Manager, ensure that you have specified a DNS server. Verify this setting by entering http://x.x.x.x where x.x.x.x is the IP address of the ATA 190. Also, verify that there is an A entry in the DNS server for the TFTP server and for the Cisco Unified Communications Manager system.

Also, ensure that DNS is configured to do reverse look-ups.

Verifying Cisco Unified Communications Manager Settings

Enter http://x.x.x.x where x.x.x.x is the IP address of the ATA 190 to find the active Cisco Unified Communications Manager settings.

Cisco Unified Communications Manager and TFTP Services Are Not Running

If the Cisco Unified Communications Manager 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 system-wide failure, and that other phones and devices are unable to start up properly.

If the Cisco Unified Communications Manager 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.

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.

Step 2 Choose Tools > Control Center - Network 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 stop or start a service.

Step 4 If a service has stopped, click its radio button and then click the Start button.

The Service Status symbol changes from a square to an arrow.

 

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

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 From Cisco Unified Communications Manager, choose Device > Phone > Find to locate the phone experiencing problems.

Step 2 Choose Delete to remove the phone from the Cisco Unified Communications Manager database.

Step 3 Add the phone back to the Cisco Unified Communications Manager database. See the “Attach a Phone to the ATA 190” section for details.

Step 4 Power cycle the phone.

 

Note When you remove a phone from the Cisco Unified Communications Manager database, its configuration file is deleted from the Cisco Unified Communications Manager TFTP server. The phone’s 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 them 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.

Note 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 there is no button on the phone with which calls can be answered. These directory numbers should be removed from the phone and deleted if necessary.

Registering the Phone with Cisco Unified Communications Manager

A phone can register with a Cisco Unified Communications Manager server only if the phone has been added to the server or if autoregistration is enabled. Review the information and procedures in the “Attach a Phone to the ATA 190” section to ensure that the phone has been added to the Cisco Unified Communications Manager database.

To verify that the phone is in the Cisco Unified Communications Manager database, choose Device > Phone > Find from Cisco Unified Communications Manager 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 an ATA 190” section.

If the phone is already in the Cisco Unified Communications Manager database, its configuration file may be damaged. See the “Adding Users to Cisco Unified Communications Manager” section for assistance.

Symptom: ATA 190 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.

Enure 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.

ATA 190 Resets Unexpectedly

If users report that their phones are resetting during calls or while idle on their desk, investigate the cause. If the network connection and Cisco Unified Communications Manager connection are stable, an ATA 190 should not reset on its own.

Typically, a phone resets if it has problems connecting to the Ethernet network or to Cisco Unified Communications Manager. These sections can help you identify the cause of a phone resetting in your network:

Verifying Physical Connection

Verify that the Ethernet connection to which the ATA 190 is connected is up. For example, check whether 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, 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:

Procedure

Step 1 Verify that you have properly configured the phone to use DHCP. See the “Configure Startup Network Settings” section for more information.

Step 2 Verify that the DHCP server has been set up properly.

Step 3 Verify the DHCP lease duration. Cisco recommends that you set it to 8 days.

 

The ATA 190 sends the DHCP request message to update the IP Address at half of the lease time. If no response is received from the server, the ATA 190 starts the DHCP Discover process to get the new IP address.

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 “Understanding Phone Configuration Files” section for more information.

Verifying Voice VLAN Configuration

If the ATA 190 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.

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 Use the IVR to reset phone settings to their default values. See the “Accessing the IVR and Configuring Your Phone Setting” section for details.

Step 2 Modify DHCP and IP settings:

a. Disable DHCP.

b. Assign static IP values to the phone. See the “Understanding Phone Configuration Files” section for instructions. Use the same default router setting used for other functioning ATA 190.

c. Assign TFTP server. Use the same TFTP server used for other functioning ATA 190.

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 the server is referred to by its IP address and not by its DNS name.

Step 5 From Cisco Unified Communications Manager, choose Device > Phone and verify that you have assigned the correct MAC address to this ATA 190. For information about determining a MAC address, see the “Determining the MAC Address of an ATA 190” section.

Step 6 Power cycle the phone.

 

Troubleshooting ATA 190 Security

Table D-1 provides troubleshooting information for the security features on the ATA 190. For information relating to the solutions for any of these issues, and for more troubleshooting information about security, see the Cisco Unified Communications Manager Security Guide.

 

Table D-1 ATA 190 Security Troubleshooting

Problem
Possible Cause
CTL File Problems

Device authentication error.

CTL file does not have a Cisco Unified Communications Manager 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 CTL file.

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

Phone does not register with Cisco Unified Communications Manager.

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

Phone does not request signed configuration files.

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

Phone cannot update CTL file.

When the CTL file is updated on Cisco Unified Communications Manager, a factory reset of the phone is required to update the CTL file.

Note For versions no later than 1.2.1(004), when CTL file is updated on Cisco Unified Communications Manager, to make ATA 190 sync with the latest CTL, a factory reset of ATA 190 is required.

General Troubleshooting Tips

Table D-2 provides general troubleshooting information for the ATA 190.

 

Table D-2 ATA 190 Troubleshooting

Summary
Explanation

Poor quality when calling mobile phones using the G.729 protocol

In Cisco Unified Communications Manager, you can configure the network to use the G.729 protocol (the default is G.711). When using G.729, calls between a phone and a mobile phone have poor voice quality. Use G.729 only when absolutely necessary.

Prolonged broadcast storms cause 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 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.

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 may 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 ATA 190 and the other device. These values 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.

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 ATA 190 and the other device. The values of these statistics should match.

Gaps in voice calls

Check the AvgJtr and the MaxJtr statistics. A large variance between these statistics may indicate a problem with jitter on the network or periodic high rates of network activity.

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.

Phone call cannot be established

The phone does not have a DHCP IP address and is unable to register with Cisco Unified Communications Manager.

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.

Where to Go for More Troubleshooting Information

If you have more questions about troubleshooting the ATA 190, several Cisco.com websites can provide you with more tips. Choose from the sites available for your access level.

  • ATA 190 Troubleshooting Resources:

http://www.cisco.com/c/en/us/support/unified-communications/ata-190-series-analog-telephone-adapters/tsd-products-support-series-home.html

  • Cisco Products and Services (Technical Support and Documentation):

http://www.cisco.com/cisco/web/support/index.html

Cleaning the ATA 190

To clean your ATA 190, use a soft, dry cloth to wipe the surface. Do not apply liquids or powders directly on the device. As with all non-weather-proof electronics, liquids and powders can damage the components and cause failures.

Troubleshooting With Syslog

Before version 1.2.1 the ATA 190 could only send the voice syslog package to the network. To capture syslog, customer had to use Wireshark tool or Syslog tool.

Starting with version 1.2.1, Syslog-ng daemon or syslog tool is introduced. With syslog-ng, the user can capture both system log and voice log. Syslog-ng can direct the log to a local file or to the remote syslog server.

The local log file can be downloaded through a web page. The file makes troubleshooting at the customer side convenient.

Debug Options

Voice > System page

Debug Level

There are 7 levels: 0, 1, 2, 3, 3+Router, 3+Coma, 1+Coma.

Two modes are generally used: 3, 3+coma. Default value is 3.

  • 3 – Only output voice log.
  • 3+coma – Output both voice log and DSP log.

Syslog Output Method

Set syslog output mode:

  • Direct – Output syslog to network directly. This method works as before and does not introduce any performance impact.
  • Syslog-ng daemon – Output syslog to syslog-ng daemon that runs on the box.

Voice > Provisioning page

Debug Level

Control Cisco Unified Communications Manager related log output:

  • none – No log output.
  • info – Output log after network is ready.
  • boot info – Before network is ready, output log to console or syslog-ng daemon. After network is ready, output log to network or syslog-ng daemon.

Administration > Log > Log Module page

  • Status Enable/Disable – Enable/Disable syslog-ng daemon.
  • Log Enable – Enable/Disable syslog output.
  • Service

– kernel – kernel syslog.

– system – all other syslog except kernel.

  • Priority – From high priority to low priority: Emerg, Alert, Critical, Error, Warning, Notice, Info, Debug.
  • Local – Output log to local file.
  • Syslog Server – Output log to remote syslog server.

Administration > Log > Log Setting page

  • Local > Log Size – Set local log buffer size.
  • Syslog Server – Set IP address, Port. When a new IP address is set, reboot the ATA 190 to make the IP address effective.

Administration > Log > Log Viewer page

  • Download Log – Download log from box.
  • Clear Log – Clear log on box.
  • Display – Choose the type of message to display. After selection, message is displayed in this view.
  • Filter – Set filter for displayed message.

Practice

Output Voice syslog to Network Directly

1. Set syslog server on page Administration > Log > Log Setting .

2. Set Voice > Provisioning > Debug Level as boot info .

3. Set Voice > System > Debug Level as required .

4. Set Voice > System > Syslog Output Method as Direct .

Capture Voice syslog Through Web Page

1. Enter page Administration > Log > Log Module .

Set system priority to Debug . Enable Local .

2. Set local log size on page Administration > Log > Log Setting .

3. Set Voice > Provisioning > Debug Level as boot info .

4. Set Voice > System > Debug Level as required .

5. Set Voice > System > Syslog Output Method as Syslog-ng Daemon .

6. Download log on page Administration > Log > Log Viewer .