General troubleshooting information
General issues
The following table provides general troubleshooting information.
Problem |
Solution |
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You’re not in a call and the phone goes black and displays the message: Close proximity detected. |
Your phone has a proximity sensor at the top right. When this sensor is blocked, the phone screen is black. The sensor is normally blocked by the face when the earpiece is used to listen to a caller. If you’re not in a call and you see the message: Close proximity detected. The sensor may be covered with a finger or paper or something else that blocks light. If there’s no apparent blockage, clean the area of the sensor. |
While using a standard headset, you experience a scratchy or intermittent signal. |
The headset connector may be dirty. If available, blow canned air into the connector to clear debris. Always point canned air orientation at glancing angles away from your face and eyes and always wear safety goggles or glasses when performing this procedure. Do not use air compressors on the connectors, since they apply too much force. |
Third Party Application Conflicts |
Third party application interference can be eliminated by factory reset and reregistration of a problematic phone. For more details about the factory reset, see Restoring Factory Defaults in the Cisco Wireless Phone 840 and 860 Deployment Guide. |
Visual voicemail issues
The following table provides general troubleshooting information that is related to issues with Visual Voicemail.
Problem |
Solution |
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|
Validate that the:
|
When the user navigates to the Voicemail tab of the Cisco Phone app, a brief toast notification appears, which states |
Validate that the Cisco Unity Connection server’s tomcat-trust certificate has been imported into the Cisco Unified Communications Manager’s trust store and the Tomcat service has been restarted since the import occurred. |
|
Visual voicemail is unable to connect to the Cisco Unity Connection server. Investigate potential connectivity issues between the user’s phone and the server. |
|
Enable visual voicemail from the Phone Configuration page in Cisco Unified Communications Manager. This error appears only if visual voicemail was enabled previously, and then disabled. |