Startup and Connectivity Problems
After installing a Cisco Unified Wireless IP Phone 7925G, 7925G-EX, and 7926G in your network and adding it to Cisco Unified Communications Manager Administration, the phone should start up as described in the Phone Startup Process. If the phone does not start up properly, see the following sections for troubleshooting information.
Incomplete Startup Process
Problem
The phone does not start up and information does not display on the phone.
Cause
When an IP Phone connects to the wireless network, the phone should go through its normal startup process and the phone screen should display information.
If the phone does not complete the startup process, the cause might be due to low RF signal strength, network outages, a dead battery in the phone, or the phone might not be functional.
Solution
To determine whether the phone is functional, follow these suggestions to systematically eliminate potential problems.
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Verify that the wired network is accessible by placing calls to and from other wired Cisco Unified IP Phones.
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Verify that the wireless network is accessible:
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Power on another previously functional Cisco Unified Wireless IP Phone to verify that the access point is active.
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Power on the Cisco Unified Wireless IP Phone that will not start up and move to a different access point location that is known to be good.
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Verify that the phone is receiving power:
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If the message Low Battery appears on the phone screen, the battery might be dead.
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Insert a new or fully charged battery in the wireless IP phone that will not start up.
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If you are using the battery, try plugging in the external power supply instead.
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If the phone does not power up successfully, and never shows the Main screen, try using Recovery Mode:
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Press both the Push to Talk button and the Speaker button, and then press the Power button.
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The phone goes into recovery mode and checks the integrity of the firmware files.
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If an error message appears indicating recovery required, then plug the USB cable into the phone and a PC. See Set Up USB LAN on PC.
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Using a browser, access the web page for the phone. See Access Phone Web Page for instructions.
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Go to the Phone Recovery section on the web page and upload a new Phone Software TAR file.
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If, after you attempt these solutions, the phone still does not start up, contact a Cisco technical support representative for additional assistance.
No Association to Cisco Aironet Access Points
After power on, if a phone continues to cycle through messages displaying on the phone screen, the phone is not associating with the access point properly. The phone cannot successfully start up unless it associates and authenticates with an access point.
The wireless phone must first authenticate and associate with an access point before it can obtain an IP address. The phone follows this start up process with the access point:
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Scans for an access point
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Associates with an access point
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Authenticates using a preconfigured authentication method (using the configured security mode setting)
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Obtains an IP address
Access Point Settings Mismatch
Problem
A configuration mismatch exists between the phone and the AP.
Solution
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Check the SSID settings on the access point and on the phone to be sure the SSIDs match.
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Check the authentication type settings on the access point and on the phone to be sure authentication and encryption settings match.
Note
If the No Service - IP Config Failed message displays, DHCP failed because the encryption between the access point and phone do not match.
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If using static WEP, check the WEP key on the phone to be sure it matches the WEP key on the access point. Reenter the WEP key on the phone to be sure it is correct.
Note
If open authentication is set, the phone is able to associate to an access point even if the WEP keys are incorrect or mismatched.
Authentication Failed, No AP Found
Problem
Authentication returns the No AP found message.
Solution
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Check whether the correct authentication method and related encryption settings are enabled on the access point.
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Check that the correct SSID is entered on the phone.
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Check that the correct username and password are configured when using LEAP, EAP-FAST, PEAP, or Auto (AKM) authentication.
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If you are using a WPA Pre-shared key or WPA2 Pre-shared Key, check that you have the correct passphrase configured.
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You might need to enter the username on the phone in the domain\username format when authenticating with a Windows domain.
EAP Authentication Failed Message
Problem
Authentication returns the EAP authentication failed message.
Solution
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If you are using EAP, you might need to enter the EAP username on the phone in the domain\username format when authenticating with a Windows domain.
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Check that the correct EAP username and password are entered on phone.
AP Error - Cannot Support All Requested Capabilities
Problem
Authentication returned the AP Error - Cannot support all requested capabilities message.
Solution
On the access point, check that CKIP/CMIC is not enabled for the voice VLAN SSID. The wireless phone does not support these features.
Phone Does Not Register with Cisco Unified Communications Manager
If a phone proceeds past the first stage (authenticating with access point) and continues to cycle through the messages displaying on the phone screen, the phone is not starting up properly. The phone cannot successfully start up until it connects to the LAN and registers with a Cisco Unified Communications Manager server.
The following sections can assist you in determining the reason that the phone is unable to start up properly.
Cisco Unified Communications Manager Phone Registration Rejected
Problem
The error message Registration Rejected displays.
Cause
A Cisco Unified Wireless IP 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.
Solution
Review the information and procedures in Add Users to Cisco Unified Communications Manager to ensure that the phone has been added to the Cisco Unified Communications Manager database. Verify that the phone is in the Cisco Unified Communications Manager database, using from Cisco Unified Communications Manager Administration to search for the phone based on its MAC Address. To determine the MAC address of a phone, see Device Information.
If the phone is already entered in the Cisco Unified Communications Manager database, its configuration file may be damaged. See Configuration File Corruption for assistance.
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 setting on the phone is incorrect.
Cause
The Cisco Unified Wireless IP Phone uses the TFTP server setting to identify the primary TFTP server to use. If the TFTP server does not respond to the request, then the Communications Manager1 (CM1) shows as TFTP_AS_CM if the phone has not registered with Cisco Unified Communications Manager before.
![]() Note |
If the phone has previously registered with Cisco Unified Communications Manager, the Cisco Unified Communications Manager list information is cached in memory. If TFTP fails, you must power cycle the phone to connect to the TFTP server. |
The phone tries to create a TCP connection to the TFTP IP address and then to the gateway. If Cisco Unified Communications Manager service is not running on the TFTP server, or if SRST is not running on the gateway, the wireless IP phone may continually cycle while attempting to contact the identified TFTP server.
The Cisco Unified Wireless IP Phone does not cache the IP information passed from the DHCP server, so the TFTP request must be sent and responded to every time the phone power cycles.
Solution
If you have assigned a static IP address to the phone, you must manually enter this setting. See IP Network Settings.
If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check the IP address configured in the DHCP server.
You can also enable the phone to use a static TFTP server. Such a setting is particularly useful if the phone was recently moved from one location to another.
For information about determining and changing TFTP server settings, see IP Network Settings or View Configuration File Name.
IP Addressing and Routing
Problem
The IP addressing and routing fields may not be correctly configured.
Solution
Verify the IP addressing for the Cisco Unified Wireless IP 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.
![]() Note |
When the wireless IP phone loses the RF signal (goes out of the coverage area), the phone will not release the DHCP server unless it reaches the timeout state. |
Check for these problems:
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DHCP Server: If you have assigned a static IP address to the phone, you do not need to enter a value for the DHCP Server option. If you are using a DHCP server, and the wireless IP phone gets a response from the DHCP server, the information is automatically configured. See Troubleshooting Switch Port Problems, available at this URL: http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015bfd6.shtml.
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IP Address, Subnet Mask, Primary Gateway: If you have assigned a static IP address to the phone, you must configure settings for these options. See IP Network Settings.
If you are using DHCP, check the IP addresses distributed by your DHCP server. Be aware of DHCP conflicts and duplicate IP addresses. See Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks, available at this URL: http://www.cisco.com/en/US/tech/tk648/tk361/technologies_tech_note09186a00800f0804.shtml.
For information about determining and changing IP addressing, see IP Network Settings .
DNS Settings
Problem
The phone has incorrect DNS server information.
Solution
If you are using DNS to refer to Cisco Unified Communications Manager, you must ensure that you have specified a DNS server. You should also verify that there is a CNAME entry in the DNS server for the Cisco Unified Communications Manager system.
You must also ensure that DNS is configured to do reverse look-ups. The default setting on Windows 2000 is to perform forward-only look-ups.
For information about determining and changing DNS settings, see IP Network Settings.
Cisco Unified Communications Manager and TFTP Service Status
Problem
If the Cisco Unified Communications Manager or TFTP services are not running, phones might not be able to start up properly. However, in such situations, it is likely that you are experiencing a system-wide failure and that other phones and devices are unable to start up properly.
Cause
The wireless phone attempts to open a TCP connection to all the Cisco Unified Communications Manager servers that are part of the assigned Cisco Unified Communications Manager group.
Solution
If the Cisco Unified Communications Manager 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.
For more information, see the Cisco Unified Communications Manager documentation.
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 might be corrupted.
Solution
Create a new phone configuration file. See Create New Configuration File.