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Table Of Contents
Troubleshooting the Cisco Wireless IP Phone 7920
Resolving Startup and Connectivity Problems
Symptom: The Cisco Wireless IP Phone Does Not Complete the Normal Start Up Process
Symptom: The Cisco Wireless IP Phone Does Not Associate with a Cisco Aironet Access Point
Verifying Access Point Settings
Symptom: The Cisco Wireless IP Phone Does Not Register with Cisco CallManager
Registering the Phone with Cisco CallManager
Verifying TFTP Server Settings
Verifying Cisco CallManager Settings
Cisco CallManager and TFTP Services Are Not Running
Creating a New Configuration File
Resolving Voice Quality and Roaming Problems
Symptom: Cisco Wireless IP Phone Resets Unexpectedly
Verifying Access Point Settings
Identifying Intermittent Network Outages
Verifying Voice VLAN Configuration
Verifying that the Phones Have Not Been Intentionally Reset
Eliminating DNS or Other Connectivity Errors
Symptom: The Cisco Wireless IP Phone Has Audio Problems
No Audio During a Connected Call
One-Way Audio During a Connected Call
Symptom: The Cisco Wireless IP Phone Does Not Roam Properly
Voice Quality Deteriorates While Roaming
Delays in Voice Conversation While Roaming
Phone Loses Connection with Cisco CallManager While Roaming
General Troubleshooting Information
Troubleshooting Tips for the Cisco Wireless IP Phone 7920
Logging Information for Troubleshooting
Using the Trace Route Option on the Cisco Wireless IP Phone
Administration Options on the Phone Menus
Accessing Hidden Options on the Phone Menus
Using Hidden Options on the Phone Menus
Erasing the Local Configuration
Changing the Cisco Discovery Protocol Settings
Cisco 7920 Configuration Utility Troubleshooting Tips
Troubleshooting Information for Basic Problems
Windows User Interface Operation Errors
File Format or File Access Errors
Where to Go for More Troubleshooting Information
Troubleshooting the Cisco Wireless IP Phone 7920
This chapter provides information that can assist you in troubleshooting problems with your Cisco Wireless IP Phone, in your IP telephony network, or with using the Cisco 7920 Configuration Utility.
For additional troubleshooting information, you can refer to the Wireless 7920 Design and Deployment Guide and the Cisco CallManager Troubleshooting Guide.
This chapter includes the following sections:
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Resolving Startup and Connectivity Problems
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Resolving Startup and Connectivity Problems
After installing a Cisco Wireless IP Phone on your network and adding it to Cisco CallManager, the phone should start up as described in the "Understanding the Phone Startup Process" section. If the phone does not start up properly, see the following sections for troubleshooting information:
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Symptom: The Cisco Wireless IP Phone Does Not Complete the Normal Start Up Process
When a Cisco Wireless 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.
To determine whether the phone is functional, follow these suggestions to systematically eliminate these potential problems:
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If, after attempting these solutions, the phone still does not start up, contact a Cisco technical support representative for additional assistance.
Symptom: The Cisco Wireless IP Phone Does Not Associate with a Cisco Aironet Access Point
After the Greeting Message displays, 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.
Verifying Access Point Settings
The Cisco Wireless IP Phone 7920 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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Check the SSID settings on the access point and on the phone to be sure the SSID matches.
Check the authentication type settings on the access point and on the phone to be sure authentication/encryption settings match.
Note
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.
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Error Messages During Authentication
If you see the following error messages, check these problems:
Authentication failed, No AP found
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LEAP authentication failed
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AP Error—Cannot support all requested capabilities
On the access point, check that CKIP/CMIC or AES are not enabled for the voice VLAN SSID. The Cisco Wireless IP Phone 7920 does not support these features.
Symptom: The Cisco Wireless IP Phone Does Not Register with Cisco CallManager
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 CallManager server.
These sections can assist you in determining the reason that the phone is unable to start up properly:
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Registering the Phone with Cisco CallManager
A Cisco Wireless IP Phone 7920 can register with a Cisco CallManager server only if the phone has been added to the server or if auto-registration is enabled. If you see the error message, "Registration Rejected," review the information and procedures in the "Adding Users to Cisco CallManager" section to ensure that the phone has been added to the Cisco CallManager database.
In Cisco CallManager versions earlier than 3.3(3) SR 1, the Cisco Wireless IP Phone 7920 shows up as a Cisco IP Phone 7960, because the 7920 phone device type was not available. See the "Determining the MAC Address of a Cisco IP Phone" section for more information and how to correct this problem.
To verify that the phone is in the Cisco CallManager database, choose Device > Phone > Find from Cisco CallManager Administration to search for the phone based on its MAC Address. (To determine the MAC address of a phone, see the "Viewing the Media Access Control Address" section.)
If the phone is already in the Cisco CallManager database, its configuration file may be damaged. See the "Creating a New Configuration File" section for assistance.
Checking Network Connectivity
If the network is down between the access point and the TFTP server or Cisco CallManager, the phone cannot start up properly. Ensure that IP connectivity exists between the WLAN and the Cisco CallManager and TFTP servers.
Verifying TFTP Server Settings
The Cisco Wireless IP Phone 7920 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 CallManager1 (CM1) shows as TFTP_AS_CM if the phone has not registered with Cisco CallManager before.
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The phone tries to create a TCP connection to the TFTP IP address and then to the gateway. If Cisco CallManager service is not running on the TFTP server, or if SRST is not running on the gateway, the Cisco Wireless IP Phone may continually cycle while attempting to contact the identified TFTP server.
The Cisco Wireless IP Phone 7920 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.
If you have assigned a static IP address to the phone, you must manually enter this setting. See the "Configuring Static Settings" section.
If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check the IP address configured in Option 150 or Option 66. Refer to Configuring Windows 2000 DHCP Server for Cisco Call Manager available at this URL:
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 "Configuring TFTP Option" section or "Viewing the Current Configuration" section.
Verifying IP Addressing
You should verify the IP addressing for the Cisco Wireless IP Phone 7920. 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.
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Check for these problems:
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http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015bfd6.shtml
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If you are using DHCP, check the IP addresses distributed by your DHCP server. Be aware of DHCP conflicts and duplicate IP addresses. Refer to 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 Chapter 5 "Configuring Network Profiles on the Cisco Wireless IP Phone 7920."
Verifying DNS Settings
If you are using DNS to refer to Cisco CallManager, 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 CallManager 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 "Modifying DHCP Settings" section
Verifying Cisco CallManager Settings
The Cisco Wireless IP Phone 7920 attempts to open a TCP connection to all the Cisco CallManager servers that are part of the assigned Cisco CallManager group. Take one of these actions to verify Cisco CallManager settings:
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Cisco CallManager and TFTP Services Are Not Running
If the Cisco CallManager 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.
If the Cisco CallManager 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.
To check that all services are running, follow these steps:
Procedure
Step 1
Step 2
Step 3
The page 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
The Service Status symbol changes from a square to an arrow.
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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 might be corrupted.
To create a new configuration file, follow these steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Note
Related Topics
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Resolving Voice Quality and Roaming Problems
Cisco Wireless IP Phone 7920 users might have problems with voice quality and connectivity when roaming with their phones. See the following sections for troubleshooting information:
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Symptom: Cisco Wireless IP Phone Resets Unexpectedly
If users report that their phones are resetting during calls or resetting while idle on their desk, you should investigate the cause. If the network connection and Cisco CallManager connection are stable, a Cisco Wireless IP Phone 7920 should not reset on its own.
Typically, a phone resets if it has problems connecting to the access point and LAN or to Cisco CallManager. These sections can help you identify the cause of a phone resetting in your network:
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Verifying Access Point Settings
Verify that the wireless configuration is correct. For example, check if the particular access point or switch to which the phone is connected is down. See the "Wireless Network and Access Point Configuration" section for information about access point settings.
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. The phone can retransmit and attempt to recover, or if the phone reaches the maximum retransmit rate, it drops the packets or loses association with the access point.
If you are experiencing problems with the voice network, you should investigate whether an existing problem is simply being exposed.
Verifying DHCP Settings
To determine if the phone has been properly configured to use DHCP, follow these steps:
Step 1
Step 2
Step 3
Cisco IP Phones send messages with request type 151 to renew their DHCP address leases. If the DHCP server expects messages with request type 150, the lease will be denied, forcing the phone to restart and request a new IP address from the DHCP server.
Verifying Voice VLAN Configuration
If the Cisco IP Phone appears to reset during heavy network usage (for example, following extensive web surfing on a computer connected to same access point and switch as phone), it is likely that you do not have a voice VLAN or the appropriate QoS settings configured.
By isolating the wireless phones on a separate auxiliary VLAN, you can use QoS to prioritize the voice traffic over data traffic and improve the voice quality. See the "Voice Quality in a Wireless Network" section for details.
Verifying that the Phones Have Not Been Intentionally Reset
If you are not the only administrator with access to Cisco CallManager, you should verify that no one else has intentionally reset the phones.
Eliminating DNS or Other Connectivity Errors
If the phone does not register with Cisco CallManager, check to see if you are using host names or IP addresses for Cisco CallManager servers.
To eliminate DNS or other connectivity errors, follow these steps:
Procedure
Step 1
Step 2
a.
b.
c.
Step 3
Note
Step 4
To determine the MAC address of a phone, see the "Viewing the Media Access Control Address" section.
Step 5
Symptom: The Cisco Wireless IP Phone Has Audio Problems
When users report that active phone calls have poor voice quality that includes choppy audio, static or gaps in audio, or no audio, you can use the following suggestions to identify the cause of the problem.
These sections can assist you with the following symptoms:
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No Audio During a Connected Call
If you are not using release 2.0, then you must disable TKIP and MIC features on the access point. These features are only supported with release 2.0 on the Cisco Wireless IP Phone 7920.
One-Way Audio During a Connected Call
Use the following list to identify possible causes for the problem:
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Cisco Wireless IP Phone 7920 Firmware Release 1.08 and later supports dynamic transmit power control (DTPC). The phone uses the transmit power that the access point advertises upon association.
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See the "Wireless Network and Access Point Configuration" section for more information.
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Symptom: The Cisco Wireless IP Phone Does Not Roam Properly
If users report that when engaged in an active phone call and walking from one location to another (roaming), the voice quality deteriorates or the connection is lost, you can use the following suggestions to identify the cause of the problem.
These sections can assist you with the following symptoms:
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Voice Quality Deteriorates While Roaming
Check the RSSI on the destination access point to see if the signal strength is adequate. The next access point should have an RSSI value of 35 or greater.
Check the site survey to determine if the channel overlap is adequate for the phone and the access point to hand off the call to the next access point before the signal is lost from the previous access point.
Check to see if noise or interference in the coverage area is too great.
Check that signal to noise ratio (SNR) levels are 25 db or higher for acceptable voice quality.
Delays in Voice Conversation While Roaming
Use the Site Survey Utility on the Cisco Wireless IP Phone 7920 to see if there is another acceptable access point as a roaming option. The next access point should have an RSSI value of 35 or greater to roam successfully.
Check the Cisco Catalyst 45xx switch to see if it has the correct version of Supervisor (SUP) blades. The blades must be versions SUP2+ or higher to prevent roaming delays.
Phone Loses Connection with Cisco CallManager While Roaming
Check that the RF signal strength is good. Use the Site Survey Tool and check the RSSI value for the next access point.
Check that the next access point has connectivity to Cisco CallManager.
Check that the next access point has the same authentication type as the phone. There might be a mismatch.
Check that the access point is in the same subnet as the previous access point. The Cisco Wireless IP Phone 7920 is capable of Layer 2 roaming only.
Layer 3 roaming requires WLSM that uses GRE
If using LEAP authentication, check that the access point is not using filters to block TCP ports. The ACS server uses port 1645 for authentication and 1646 for accounting and the RADIUS server uses port 1812 for authentication and 1813 for accounting.
Related Topics
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General Troubleshooting Information
The following topics provide general information and tips for troubleshooting the Cisco Wireless IP Phone 7920.
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Troubleshooting Tips for the Cisco Wireless IP Phone 7920
Table 9-1 provides general troubleshooting information for the Cisco Wireless IP Phone.
Table 9-1 Cisco Wireless IP Phone Troubleshooting
Phone gets warm
The phone may get warm when calls are in progress and when you frequently use the phone.
If the phone is not registered with a Cisco CallManager server, it does not go into power save mode and becomes warm.
Phone is resetting
The phone resets when it loses contact with the Cisco CallManager software. This lost connection can be due to any network connectivity disruption, including access point problems, switch outages, and switch reboots.
See the "Symptom: Cisco Wireless IP Phone Resets Unexpectedly" section.
Time on phone is incorrect
Sometimes the time or date on the phone is incorrect. The Cisco Wireless IP Phone 7920 gets its time and date when it registers with Cisco CallManager. Power cycle the phone to reset the time or date.
The time shows in military time (24 hour) format.
Ring volume is too low
To see if the ring volume is set correctly on the phone, choose Menu > Profiles > Ring Volume. Scroll to the right for the highest volume.
You can download loud ring tones from the Software Download page on Cisco.com. See the "Downloading Loud Ring Tones" section.
Phone does not ring
To see if the phone is set to ring, choose Menu > Profiles > Incoming Call Alert, and check that it is set to On.
To see if a ring tone has been set for the phone, choose Menu > Phone Settings > Ring tones. If none is set, add a ring tone for the phone.
To see if the speaker is functioning properly, adjust the ring volume settings to the highest level. Enable keypad tones or call the phone to check the speaker.
One-way audio on phone
Check that the speaker is functioning properly. Adjust the speaker volume setting and call the phone to check the speaker.
Check that ARP caching has been set on the AP. See "Wireless Network and Access Point Configuration" section.
Delays when roaming from one location to another
If Cisco Catalyst 45xx series switches are being used as the main Layer 3 switches in the network, ensure that the supervisor blades are a minimum SUP2+ or later version. The Cisco Wireless IP Phone 7920 (or any wireless client) experiences roaming delays when an earlier version (SUP 1 or SUP2) blade is used.
Phone is locked
If you press a key and see the message, "KeyLocked," the keypad is temporarily locked. Press and hold the pound (#) key to unlock the keypad. When prompted with the message, "Keylock off?" press OK to unlock the keypad.
When powering on the phone, if you are prompted to enter a password, try entering the default password, 12345 and pressing OK. If this password unlocks the phone, the phone associates with the access point.
If these options do not unlock the phone, you must call Cisco Technical Assistance Center (TAC) to have the phone unlocked.
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Phone firmware downgrades
After applying a Cisco CallManager upgrade or patch, that is older than the current Cisco Wireless IP Phone 7920 firmware, the phones could automatically downgrade to the load contained in the patch. Check the Cisco CallManager 7920 device default image in the TFTP folder to fix this problem.
Battery life is shorter than specified
An unstable RF environment can cause the phone to remain in active mode because it is constantly seeking an AP. This reduces the battery life considerably. When leaving an area of coverage, shut down the phone.
Vibrate mode can reduce battery life, but back light should not affect the battery.
Higher phone transmit power can affect battery life.
To maximize idle time on the phone and conserve battery life, you need to optimize the registration time so the phone can go into power save mode more often.
Related Topics
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Logging Information for Troubleshooting
The following options can help you gather troubleshooting information:
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Using a System Log Server
To gather information about problems with the wired network that can cause roaming delays or no connectivity, set up a system log server. Enable "syslog" on the network switches and access points that is logged to the system log server. Also enable Network Time Protocol (NTP) so that all access points and switches use the same times.
Using the Trace Route Option on the Cisco Wireless IP Phone
When you are experiencing problems with registering with Cisco CallManager, or call connections, you can use this function to trace the path of a packet from the phone to Cisco CallManager. The result shows the number of hops and the IP address of each hop to reach the Cisco CallManager server. You can use this information to check connectivity between the phone, Cisco CallManager servers and gateways during a call.
For information about using the Trace Route option, see the "Performing a Trace Route" section.
Related Topics
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Administration Options on the Phone Menus
Administrative options in the Network Config and Phone Settings menus are hidden by default to prevent users from making changes that could affect the operation of a phone. You must start the administration mode on the phone to use the options. After opening the hidden options, these settings are hidden automatically when you power off the phone. For more information, see the following topics:
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Accessing Hidden Options on the Phone Menus
To open administrative options on the Cisco Wireless IP Phone 7920, follow these steps:
Procedure
Step 1
Step 2
(star key),
(pound key), and then
(pound key) .
Step 3
key to open administrative mode.
Hidden options in the Network Config and Phone Settings menu appear.
Step 4
Related Topics
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Using Hidden Options on the Phone Menus
The hidden administrative settings are for troubleshooting only. You can temporarily change some parameter settings, such as power save while you are in administrative mode. When the phone is powered off and powered on, the default settings for the phone are restored.
The following hidden options are available to administrators for administrative and troubleshooting purposes:
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Erasing the Local Configuration
You can clear all locally stored configuration options in a phone by using the Phone Settings menu. When you use the restore to factory default option, all user-defined entries in Speed Dial, Profiles, Phone Settings, and Call History are erased, but the Phone Book entries remain.
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To erase the local configuration by using the phone menu, follow these steps:
Procedure
Step 1
The phone displays "Restore to Default?"
Step 2
The phone cycles through normal startup procedures.
Step 3
Caution
Using Power Save Mode
You need to keep the power save mode enabled. If you disable power save, the phone radio stays in active mode. The battery life lasts only as long as the talk time duration of up to 3.5 hours for a standard battery.
Setting the Softkey Option
You can choose whether the softkey to access the Phone Book (PhBook) or the softkey to access Services (Svcs) displays when the phone is idle. You can also set whether to display the MuteOn softkey during a call or to display the softkeys as they are configured in the softkey template that is assigned to the phone.
You can also set these from the Cisco CallManager Administration in the Phone Configuration page, where you can use the Product Specific Configuration Options. The settings in the Cisco CallManager configuration file override the settings on the phone. For more information, see the "Configuring Softkey Templates" section.
To set the softkey settings option, follow these steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
A check mark appears next to the selected option. Press Back.
Step 6
Step 7
When you select the "Softkey from CM" option, the softkeys display according to the softkey template assigned to the phone. For more information, see the Configuring Softkey Templates.
Performing a Trace Route
You can use this function to trace the path of a packet from the phone to Cisco CallManager. The result shows the number of hops and the IP address of each hop to reach the Cisco CallManager server.
To perform a trace route, follow these steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Selecting the Data Rate
The default setting is Auto in which the phone automatically adjusts to the data rate of the access point. You can change this setting to a value of 11 megabits per second (Mbps) or lower.
Note
If you use a setting lower than 11 Mbps, this might reduce the voice quality and the number of concurrent phone calls that the access point can handle.
To select the data rate, follow these steps:
Procedure
Step 1
Step 2
Step 3
Note
Step 4
Selecting the Transmit Power
Cisco Wireless IP Phone 7920 with firmware Release 1.08 and later can use dynamic transmit power control (DTPC) allowing the Cisco Wireless IP Phone to dynamically adjust its local power to the setting that the access point (running Cisco IOS only) advertises. If this is the case, you do not need to change the transmit power setting.
Note
You might need to change the transmit power to offset the use of a higher gain antenna on the access point.
To change the transmit power of the phone, follow these steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Changing the Cisco Discovery Protocol Settings
Some network devices do not use Cisco Discovery Protocol (CDP).
To change whether the phone transmits CDP packets and settings associated with CDP, follow these steps:
Procedure
Step 1
Step 2
Step 3
A check mark appears next to the selected item. The default is Enable. Press Back to return to the menu.
Step 4
Step 5
Step 6
Step 7
Related Topics
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Cisco 7920 Configuration Utility Troubleshooting Tips
This section identifies possible problems with the Cisco Wireless IP Phone 7920 and the Cisco 7920 Configuration Utility. Possible solutions for problems and error code information are included in the following topics:
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Troubleshooting Information for Basic Problems
The most common causes of lost connectivity between the Cisco 7920 Configuration Utility and the Cisco Wireless IP Phone 7920 are mismatched basic settings. If the Cisco 7920 Configuration Utility does not communicate with the phone, check for possible problems with these:
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See the "Activating the USB Port on the Phone" section for instructions.
Windows User Interface Operation Errors
Table 9-2 lists error codes, possible problems, and possible solutions for Windows user interface (UI ) operations when working with the Cisco 7920 Configuration Utility. When you enter values into the Windows fields, you might encounter the following errors:
TCP Connection Errors
Table 9-3 lists error codes, possible problems, and possible solutions for TCP connection errors when working with the Cisco 7920 Configuration Utility.
Table 9-3 TCP Connection Errors
The connection has been dropped because of a network failure or because the phone failed to respond.
Check the PC's IP settings. See the "Activating the USB Port on the Phone" section.
The specified address is already in use.
Close the application that has the same IP address or port number.
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File Format or File Access Errors
Table 9-4 lists error codes, possible problems, and possible solutions for the configuration file format or file access errors when working with the Cisco 7920 Configuration Utility.
For information about the configuration file, see the "Creating a Configuration Template" section.
TFTP or Network Errors
Table 9-6 lists error codes, possible problems, and possible solutions for the TFTP or network errors when working with the Cisco 7920 Configuration Utility.
Table 9-5 TFTP or Network Errors
TFTP fails in importing configuration file.
Import the configuration file again.
TFTP fails in uploading firmware image file.
Upload the firmware image again.
TFTP fails in uploading ring tone file.
Upload the configuration file again.
The lines are busy.
Try to connect later.
The memory in the Cisco Wireless IP Phone 7920 is insufficient to upload the firmware image.
Try the upload later.
The phone does not respond; connection is closed.
Check the USB cable connection. See the"Connecting the Cisco 7920 Configuration Utility to a Phone" section.
Security Errors
Table 9-6 lists error codes, possible problems, and possible solutions for system errors when working with the Cisco 7920 Configuration Utility.
Where to Go for More Troubleshooting Information
If you have additional questions about troubleshooting the Cisco IP Phones, several Cisco.com web sites can provide you with more tips.
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http://www.cisco.com/univercd/cc/td/doc/product/wireless/index.htm•
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