Software Configuration Guide (Version 1.0)
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- Updated:
- February 18, 2018
Chapter: Troubleshooting the VG248
Troubleshooting the VG248
The VG248 includes several built-in troubleshooting and diagnostic features. Use these sections for details about troubleshooting:
•
Troubleshooting Hardware Errors
•Troubleshooting Software Errors
•Verifying Network Connectivity
•Displaying Status and Configuration Settings
•Monitoring System Status Remotely
Troubleshooting Hardware Errors
The VG248 can identify some potential hardware problems with the fans, power supplies, the operating temperature, and other hardware systems.
These sections provide information about how the VG248 identifies these potential problems and how to resolve them:
•Identifying Power Supply Faults
•Monitoring Internal Operating Temperature
•Connecting Too Many Phones to the VG248
•Resolving Additional Hardware Errors
Displaying Hardware Status
If potential hardware failures are detected, warning messages appear on the main interface window. However, you can also proactively monitor the current operating environment on the VG248. To do this, follow these steps:
Step 1 From the main screen, choose Diagnostics.
Step 2 Choose Show environment.
The following information about the VG248 displays:
•Internal temperature
•1.8 volts supply
•3.3 volts supply
•5.0 volts supply
•12.0 volts supply
•48.0 volts supply
•96.0 volts supply
•Chassis fan state
The voltages and temperatures are indicated with the actual values and "okay", "too high", or "too low" annotating the values. The fan status is identified as "okay" or "faulty".
Identifying Fan Faults
If a fan fault is reported, it indicates that one (or more) of the fans is not functioning. You should verify that nothing is lodged in the holes in the rear of the device, but do not make any attempt to open the device or move the fans. You should contact a technical support representative from Cisco Systems for assistance.
Identifying Power Supply Faults
The internal DC supply voltages are measured continuously (+1.8v, +3.3v, +5.0v, +12.0v, -48v, -96v).
The 1.8v and 3.3v voltages must be within +/- 6% of nominal, and the others must be within +/- 10%. If any of these values are outside this range, then the VG248 reports a power supply fault.
If the phone power supplies (-48v and -96v) fail, it might indicate that the VG248 is overloaded. Verify that you have not exceeded the maximum ringer equivalency number (REN) load for each line. You should only have a maximum of three (3) phones per line.
If one of the other power supplies fails, you should contact a Cisco technical representative for assistance.
Monitoring Internal Operating Temperature
The VG248 monitors its internal temperature to ensure that it is operating within the specified limits (the ambient operating environment should be 0° to 40° C or 32° to 104° F). If the VG248 identifies internal temperatures too low or too high, it generates warning messages. Continuing to operate at ranges exceeding these limits (either too low or too high) can damage the VG248.
If the operating temperature of the VG248 is too low, there is a risk of condensation forming inside the device. You should move the device to a warmer location to prevent this.
If the operating temperature of the VG248 is too high, you should move the device to a cooler location with improved ventilation. The internal fans on the VG248 maintain the internal temperature consistent with the ambient environment. Therefore, if the device is in a location that is too warm, its internal temperature is more likely to exceed the limits. There are two levels of high temperature alert:
•yellow alert—generates and logs an error, but enables the device to continue functioning
•red alert—causes all the phones to be immediately shut down, causing calls to drop and preventing calls from being made. You must manually restart the VG248 either by selecting Configure > Restart or by disconnecting power to the device.
Connecting Too Many Phones to the VG248
The VG248 has a maximum ringer equivalency number (REN) load of three (3) analog devices per line (using a shared directory number), and only two of these devices can be off-hook at any one time. If these requirements are ignored, you might experience reduced quality on these analog phones, including:
•Difficulty hearing caller—Users have too many phones off-hook. Do not have more than two phones per line off-hook simultaneously.
•Dialing or caller ID are not working properly—Users have too many phones off-hook. Do not have more than two phones per line off-hook simultaneously.
•Phones not ringing properly or at all—REN load has been exceeded. Do not connect more than three analog devices per line.
•Phone power supplies (-48v and -96v) fail—REN load has been exceeded. Do not connect more than three analog devices per line. See the "Identifying Power Supply Faults" section for additional information.
Resolving Additional Hardware Errors
Table 5-1 describes errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log) which are caused by a hardware fault. Use this information to resolve these errors.
Troubleshooting Software Errors
The VG248 displays informational messages and errors on-screen or in the event log ((see the "Working with the Event Log" section for details on accessing the event log), which indicate potential software problems, such as misconfiguration, time-outs, unreachable servers, and so on.
The following sections provide details about resolving these errors:
•Resolving Network and System Errors
•Resolving Cisco CallManager Errors
Resolving Network and System Errors
Table 5-2 describes errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log), which are caused by a misconfiguration or miscommunication with the network or system settings. Use this information to resolve these errors.
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|---|---|---|---|
DHCP |
IP address refused |
The DHCP server rejected the VG248's request for an IP address. |
Check configuration of DHCP server. If errors persist, assign a static IP address. Refer to the "Configuring Network Settings" section for details on assigning a static IP address. |
DHCP |
IP address cannot be allocated |
No DHCP server responded to the request. |
Check configuration of DHCP server. If errors persist, assign a static IP address. Refer to the "Configuring Network Settings" section for details on assigning a static IP address. |
DHCP |
Static IP address conflict with device <address> |
The VG248 has a static IP address that is already assigned to another device on the network. |
Assign a different static IP address for either the VG248 or the conflicting device. Refer to the "Configuring Network Settings" section for details on assigning a static IP address. |
DHCP |
IP address conflict with device <address> |
The DHCP server allocated an IP address to the VG248 that is already in use by another device on the network. |
1. 2. |
DHCP |
Network interface will be shut down |
A previous error caused the network interface to be shut down. |
Check the event log for errors. |
DHCP |
Invalid TFTP information received from DHCP server |
Although the VG248 received TFTP information from the DHCP server, it was not valid. The VG248 might not have enough information to retrieve telephony port configuration or register with Cisco CallManager. |
Check configuration of DHCP server. If errors persist, assign a static IP address and manually enter settings for the TFTP server. Refer to the "Configuring Network Settings" section for details on assigning a static IP address. |
DNS |
No response from primary server |
The DNS server failed to respond to one or more requests from the VG248. |
1. 2. |
DNS |
Server address not configured |
A DNS query has been attempted, but no DNS server has been configured. |
1. 2. |
FTP |
Invalid password entered |
An attempt was made to connect to the VG248 via FTP with the wrong password. |
Verify that you have entered the password for the highest level of security currently set. When using FTP, if you have both a login and an enable password set, you must use the enable password. Refer to the "Configuring Passwords" section for details. |
FTP |
Required password absent |
An attempt was made to connect to the VG248 via FTP without a password when one was required. |
When using FTP, if you have both a login and an enable password set, you must use the enable password. Refer to the "Configuring Passwords" section for details. |
FTP |
Partial download aborted |
An attempt to download a file onto the VG248 was interrupted before the entire file was transferred. The resulting partial file has been deleted from the filing system on the VG248. |
Reattempt the file transfer. |
OS |
Ethernet failed to start |
The Ethernet cable is not properly connected to the VG248 or to the hub or switch. |
Check the Ethernet cable and reconnect it to the VG248 and the hub or switch. If error persists, replace cable. |
OS |
Incorrect password entered |
A user attempted to use a telnet, console, or FTP connection to the VG248 but entered an incorrect password. |
Check the passwords and verify that you are using the correct one. Change the password if you suspect an unauthorized login attempt. Refer to the "Configuring Passwords" section for details. |
SNMP |
Attempt to use Get with invalid community name "<name>" |
The VG248 received an SNMP request with an invalid read-only community name (password). |
Check the community string setting on the VG248 and ensure that your network management system has the correct password. Refer to the "Configuring SNMP Settings" section for details. |
SNMP |
Attempt to use Set with invalid community name "<name>" |
The VG248 received an SNMP request with an invalid read-write community name (password). |
Check the community string setting on the VG248 and ensure that your network management system has the correct password. Refer to the "Configuring SNMP Settings" section for details. |
SNMP |
Received invalid packet |
The SNMP server received an invalid SNMP request. |
Verify that your network management system is set up properly. |
TFTP |
Timeout |
The VG248 is unable to retrieve a file using TFTP. |
These errors might occur if the network is busy. The errors should resolve themselves when the network load reduces. |
TFTP |
TFTP: Rx error |
Resolving Analog Errors
Table 5-3 describes errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log), which are caused by a misconfiguration or miscommunication with the analog phones or features. Use this information to resolve these errors.
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POTS |
Feature codes: X same as Y |
You have configured the telephone feature codes such that the code for one operation (such as speed dial) is the same as for another (such as call forward). |
Users will not be able to use one of these operations. You must set unique feature codes for each operation. To prohibit users from performing an operation, leave the feature code setting empty. See the "Assigning Feature Codes" section for details. |
POTS |
Feature codes: X precludes Y |
You have configured the telephone feature codes in such a way that the code for one operation completely masks that for a second operation. For example, if the feature code for speed dial 1 is*** and the code for speed dial 2 is ****, you could never use speed dial 2. Instead, as soon you dial the third *, speed dial 1 activates. |
Do not assign features codes that might mask other operations. See the "Assigning Feature Codes" section for details. |
Resolving Cisco CallManager Errors
Table 5-4 describes errors and warnings that might appear on the VG248 either on-screen or in the event log (see the "Working with the Event Log" section for details on accessing the event log), which are caused by a misconfiguration or miscommunication with the Cisco CallManager system. Use this information to resolve these errors.
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|---|---|---|---|
SCCP |
Registration failed: X |
This message, associated with a particular port (1 - 48), indicates that the port had difficulty registering itself with Cisco CallManager. |
If a port is not properly registered, then you cannot make phone calls using it. The reason that registration with Cisco CallManager failed is indicated in the message. If the port cannot successfully register, verify that the port is properly configured in Cisco CallManager. See "Configuring the VG248 Ports" section for details. |
SCCP |
Registration failures; last reason X |
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SCCP |
Attempt to use; currently disabled |
A user has attempted to use a telephone handset attached to a VG248 port, which is currently disabled. |
To allow the user to make and receive calls, you must enable the port so it can register with Cisco CallManager. See "Setting the Port Enable Policy" section for details. |
SCCP |
TFTP failed; using last known good configuration |
A port on the VG248 has failed to retrieve its configuration using TFTP. Instead, the VG248 is using the configuration stored last time the port successfully registered with Cisco CallManager. |
No action is required. However, this message might indicate a potential problem with connectivity to the TFTP server. Verify that the TFTP server is up and running. |
SCCP |
No TFTP server address |
The TFTP server has not been set. |
1. 2. |
SCCP |
Unable to resolve TFTP server name |
The VG248 was not able to locate the TFTP server. |
Verify the name of the TFTP server the VG248 is attempting to locate using Display > System Status. • • |
Upgrading Software Images
The VG248 has two software images: a main software image and a boot loader. If necessary, you can upgrade these software images.
Upgrading the Main Image
The main software image might need to be updated if a new release is available on CCO as a bug update or feature enhancement.
When you send a new software image to the VG248 using FTP, the current image is automatically deleted. If the FTP transfer terminates before the new file is copied to the VG248, the VG248 might not be able to start up. See the
"Resolving an Incomplete Upgrade" section to resolve this problem.
To upgrade the main software image, perform these steps:
Step 1 Obtain a configuration file whose name is in the following format: vgc-main.<version>.tar, where <version> indicates the release number, such as 1-0-1.
Step 2 Connect to the VG248 using FTP.
Step 3 Send the configuration file to the VG248 using FTP.
Step 4 Restart the VG248 for the new image to take effect.
Step 5 From the main menu on the VG248, choose Display.
Step 6 Choose Version to verify the updated version has been installed.
Upgrading the Boot Loader
The boot loader is the initial startup image. You should not upgrade this image unless instructed to do so by a Cisco technical representative.
Only upgrade the boot loader if you are instructed to do so by a Cisco technical representative. If you encounter difficulties during this upgrade, such as a loss of power, the VG248 might not be able to start up.
To upgrade the boot loader image, perform these steps:
Step 1 Obtain a configuration file whose name is in the following format: vgc-load.<version>.bin, where <version> indicates the release number, such as 1-0-1.
Step 2 Connect to the VG248 using FTP.
Step 3 Send the configuration file to the VG248 using FTP.
You must use a destination name that begins with "boot:". For example:
put vgc-load.<version>.bin boot:loader
Step 4 After the FTP command has completed successfully, restart the VG248 for the changes to take effect.
Step 5 Once the VG248 has restarted, choose Display > Version to verify that the updated version has been installed.
Resolving an Incomplete Upgrade
If you initiated an upgrade to the main software image, but terminated it before the FTP transfer of the new image completed, the VG248 might not start up properly.
If this occurred, the next time the VG248 starts up, one of the following occurs:
•The boot loader loads, but the VG248 waits indefinitely at the Pausing for FTP prompt.
•The VG248 partially loads the main image, pauses, and then restarts.
To resolve either of these errors (while connected to the VG248 boot loader), use the console port to establish an FTP session and transfer the main image file again, following the steps in the "Upgrading the Main Image" section.
Verifying Network Connectivity
To verify that the VG248 is connected to and communicating with your network, you can attempt to ping another device on the network. Follow these steps to ping another device from the VG248:
Step 1 From the main screen, choose Diagnostics.
Step 2 Choose Ping network host.
Step 3 Enter the IP address or host name of the device.
The VG248 makes an attempt to reach the device once every second.
Step 4 Press Esc to exit.
Displaying Status and Configuration Settings
Use these sections to obtain information about the current status and settings of the VG248 and its connections:
•Displaying Network Statistics
•Displaying Detailed Port Status
•Displaying Current Configuration
Displaying System Status
The system status provides an overview of the current network settings on the VG248. Use this procedure to quickly check your network settings and connectivity information.
To display system status, perform these steps:
Step 1 From the main screen, choose Display.
Step 2 Choose System status.
The system status displays:
•Up time
•Real time clock
•Serial number
•Ethernet MAC address
•IP address
•Subnet mask
•Default router
•DNS server
•TFTP server
•Syslog server
•Domain
•Ethernet speed and duplex
Displaying Network Statistics
Use the network statistics to observe the network traffic and packet errors through the IP connection on the VG248.
To display network statistics, perform these steps:
Step 1 From the main screen, choose Display.
Step 2 Choose Network statistics.
These statistics display:
•Octets
•Unicast packets
•Nonunicast packets
•Discarded packets
Tips Press the Tab key to reset the network statistics while viewing.
Displaying Port Status
The port status provides detailed information about each port on the VG248. This is useful when determining the current state of and activity on a particular port.
To display port status, perform these steps:
Step 1 From the main screen, choose Display.
Step 2 Choose Port status.
The Port status indicates information about the status of the handset of the analog device connected to the port and about the link to Cisco CallManager.
Step 3 Use the information in Table 5-5 to interpret the port status.
Displaying Detailed Port Status
Step 1 From the main screen, choose Display.
Step 2 Choose Port status.
Step 3 Use the arrow keys to select one of the ports and press Enter.
Step 4 Use the information in Table 5-6 to interpret the port status.
Displaying Port Statistics
Step 1 From the main screen, choose Display.
Step 2 Choose Port status.
Step 3 Use the arrow keys to select one of the ports and press Enter.
Step 4 Press the space bar.
These statistics display for the current call:
•Tx packets
•Rx packets
•Call time
•Rx bad sequence
•Rx bad headers
•Rx packets late
•Rx packets early
These statistics display for the call history:
•Incoming calls
•Outgoing calls
•Connected calls
Displaying Current Configuration
You can quickly display all the settings you have configured on the VG248.
To display the configured settings, perform these steps:
Step 1 From the main screen, choose Diagnostics.
Step 2 Choose Show configuration.
Displaying Software Version
Step 1 From the main screen, choose Display.
Step 2 Choose Version.
Monitoring System Status Remotely
The VG248 includes a web server allowing you to monitor system status remotely using a web browser application. These options are identical to the settings accessible via the VG248 user interface directly.
Follow these steps to monitor the system status remotely:
Step 1 From a web browser window, enter the IP address or host name of the VG248.
Step 2 Do one of the following:
a. Click a phone icon to display status for the port. See the "Displaying Port Status" section for details.
b. Choose these options to display system status:
•Network configuration—See the "Displaying Current Configuration" section for details.
•Network statistics—See the "Displaying Network Statistics" section for details.
•Port status—See the "Displaying Port Status" section for details.
•Port statistics—See the "Displaying Port Statistics" section for details.
•Version information—See the "Displaying Software Version" section for details.
•Event log—See the "Working with the Event Log" section for details.
Working with the Event Log
The event log enables you to capture errors, warnings, and other informational messages from the VG248. Typically, you use these options only when troubleshooting a complex issue, perhaps while working with a Cisco technical representative.
However, using the default settings and these options, you can resolve many errors on your own:
•Selecting Logging Levels and Logged Ports
•Understanding Sub-Systems on the VG248
•Resolving Incorrect Date and Time in Event Log
Identifying a Syslog Server
You can identify a syslog server to automatically capture and receive event logs for remote network management.
Enabling Syslog
You can assign a syslog server to the VG248 using DHCP or by identifying a specific syslog server.
Step 1 From the main screen, choose Diagnostics.
Step 2 Choose Event log.
Step 3 Choose Syslog.
Step 4 Choose from the following options:
•inactive—syslog disabled
•use server from DHCP—syslog server determined by DHCP
•use specified server—syslog server must be specified (see the"Identifying a Specific Syslog Server" section)
Identifying a Specific Syslog Server
If you want to use a specific syslog server, you must enter its IP address by performing these steps:
Step 1 From the main screen, choose Diagnostics.
Step 2 Choose Event log.
Step 3 Choose Syslog server.
Step 4 Enter the IP address or host name of the network management system you want to designate as the syslog server.
Selecting Logging Levels and Logged Ports
You can set the VG248 to log progressively more detail (information, errors, or warnings), or you can restrict logging to specific ports.
Typically, you should configure these options only when working with a Cisco technical representative because the nature of the problem determines the amount of information required to resolve it.
To set logging levels or select ports, perform these steps:
Step 1 From the main screen, choose Diagnostics.
Step 2 Choose Event log.
Step 3 Choose Set logging levels or Set logged ports.
Step 4 Work with a Cisco technical representative to determine the best options to select and enter.
Displaying Recent Messages
You can obtain a list of recent messages from the VG248 to help you resolve some configuration issues.
To display recent messages, perform these steps:
Step 1 From the main screen, choose Diagnostics.
Step 2 Choose Event log.
Step 3 Choose View recent to display recent messages.
Step 4 See "Understanding Sub-Systems on the VG248" section for information on resolving these errors.
Tips You can also select View all to display all errors, or View new to display new errors only.
Understanding Sub-Systems on the VG248
The VG248 generates informational and warning messages and errors from different sub-systems in its software. Many of these messages do not require any intervention on your part; the device simply notifies you of changes or update. Other errors and warnings require additional troubleshooting or configuration.
Table 5-7 provides an overview of the different sub-systems on the VG248 that might generate informational or warning messages.
Resolving Incorrect Date and Time in Event Log
The VG248 has a built-in real time clock that synchronizes itself periodically with Cisco CallManager to obtain the correct date and time.
The VG248 must have at least one port enabled and registered with Cisco CallManager. You should also verify that the time settings on the Cisco CallManager system are correct.
See the "Enabling a Specific Port" section for assistance on enabling and registering ports in Cisco CallManager.
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