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Troubleshooting the Cisco IP Phone

1. Serial Number Cisco IP Phone 7910 Procedure Step1 Press settings Step 2 Press 4 Model Information The following information displays Model Type Serial Number Verifying Firmware Version On the Cisco IP Phones you can verify the firmware version loaded on the phone Cisco IP Phone 7960 7940 Procedure Step1 Press settings Step2 Use the Navigation button to select Status Step3 Press the Select soft key Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 I 78 10453 04 a 7 1 Chapter7 Troubleshooting the Cisco IP Phone HZ Resetting the Cisco IP Phone Step4 Select Firmware Versions Step5 Press the Select soft key The firmware statistics display the following information e Application Load ID Boot Load ID e Version Expansion Module 1 Expansion Module 2 Cisco IP Phone 7910 Procedure Stepl Press settings Step 2 Press 4 Model Information Step3 The following information displays e Application Load ID Boot Load ID Resetting the Cisco IP Phone If you reset the phone any changes made that have not been saved are lost and set back to default settings Cisco IP Phone 7960 7940 Press to reset the Cisco IP Phone 7960 and the phone cycles through normal startup procedures Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 72 ams Chapter7 Troubleshooting the Cisco IP P
2. 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 Chapter7 Troubleshooting the Cisco IP Phone W Obtaining Status M odel and Version Information Table 7 1 Status Messages Message Explanation Possible Explanation and Action BootP server used The phone obtained its IP address from a BootP server rather than a DHCP server None This message is informational only CFG file not found The name based and default configuration file was not found on the TFTP Server The configuration file for a particular phone is created when the phone is added to the Cisco CallManager database If the phone has not been added to the Cisco CallManager database the TFTP server generates a CFG File Not Found response Phone is not registered with Cisco CallManager You must manually add the phone to Cisco CallManager if you are not allowing phones to auto register See the Adding Phones Manually section on page 2 12 for details Ifyou are using DHCP verify that the DHCP server is pointing to the correct TFTP server If you are using static IP addresses check configuration of the TFTP server Refer to the Configuring TFTP Options section on page 5 21 for details on assigning a TFTP server CFG TFTP Size Error The configuration file is too large for file system on the phone Power cycle the phone Checksum Error D
3. to save Updating Firmware Version Step 1 Step 2 You can only update the firmware version using the Cisco CallManager Administration application you cannot update the firmware from the Cisco IP Phones directly Before You Begin Read the Read Me files included with Cisco software updates These files provide important updated information about installing and configuring the new software Procedure Obtain an updated phone load You can download the latest available software from the Cisco Service amp Support Software Center http www cisco com kobayashi sw center sw voice shtml Install the update Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 _ Chapter 7 Troubleshooting the Cisco IP Phone Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 Resolving Startup Problems W From the Cisco CallManager Administration choose System gt Device Defaults Locate the Device Type field corresponding to the model IP Phone IP Phone 7910 IP Phone 7960 or IP Phone 7940 Enter the new device load in the Load Information field You can typically locate this information in the Read Me file distributed with the software update Cisco IP Phone 7960 7940 begins with P003 Cisco IP Phone 7910 begins with P004 the device loads for each phone according to the read me file Click Update From Cisco CallManager Administration choose
4. CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 a 723 Chapter7 Troubleshooting the Cisco IP Phone HZ Resolving Startup Problems You can check whether a Cisco IP Phone 7960 7940 received a command from Cisco CallManager to reset by pressing settings gt Status gt Network Statistics on the phone If the phone was recently reset one of these messages appears Reset Reset phone closed due to receiving a Reset Reset from Cisco CallManager administration Reset Restart phone closed due to receiving a Reset Restart from Cisco CallManager administration Eliminating DNS or Other Connectivity Errors Step 1 Step 2 Step 3 Step 4 Step 5 If the phone continues to reset follow this procedure Procedure Reset the phone to factory defaults See the Resetting the Cisco IP Phone section on page 7 12 for details Modify DHCP and IP settings a Disable DHCP See the Modifying DHCP Settings section on page 5 9 for details b Assign static IP values to the phone See the Configuring IP Settings section on page 5 14 for details Use the same default router setting used for other functioning Cisco IP Phones c Assign TFTP server See the Configuring TFTP Options section on page 5 21 for details Use the same TFTP server used for other functioning Cisco IP Phones On the Cisco CallManager server verify that the local host files have the correct Cisco CallManager serve
5. address for the deleted phone Replace the old configuration file with the new one you created Add the phone to Cisco CallManager database See the Adding Phones Manually section on page 2 12 for details Power cycle the phone Symptom Cisco IP Phone Resetting Once a Cisco IP Phone has properly started up and registered with Cisco CallManager you can reset it forcing it to go through the startup process At times you might want to intentionally do this For example if you want to 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 Chapter7 Troubleshooting the Cisco IP Phone HZ Resolving Startup Problems force a firmware upgrade from Cisco CallManager on to the phone Anytime a phone has to load a new image it has to restart itself and re register with Cisco CallManager using the new image However if users report that their phones appear to be resetting during calls or while idle on their desk you should investigate the cause If the network connection and Cisco CallManager connection are stable the Cisco IP Phone should not reset on its own Typically the cause of the phones resetting can be categorized by problems connecting to the Ethernet network or to Cisco CallManager These sections can help you identify the cause in your network Verifying Physical Connection page 7 22 Identifying Intermittent Network Outages page 7 22 Verify
6. or static IP configuration did not specify a DNS server address Ifthe phone has a static IP address verify the DNS server has been configured Refer to the Assigning DNS Servers section on page 5 19 section for details If you are using DHCP the DHCP server has not provided a DNS server Check the DHCP server configuration Programming Error The phone failed during programming Attempt to resolve this error by power cycling the phone If the problem persists contact Cisco technical support for additional assistance SEPDefault cnf xml or SEPmacaddress Name of the configuration file None This is an informational message indicating the name of the file TFTP access error TFTP server is pointing to a directory that does not exist If you are using DHCP verify that the DHCP server is pointing to the correct TFTP server If you are using static IP addresses check configuration of TFTP server Refer to the Configuring TFTP Options section on page 5 21 for details on assigning a TFTP server 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 Chapter7 Troubleshooting the Cisco IP Phone W Obtaining Status M odel and Version Information Table 7 1 Status Messages continued Message Explanation Possible Explanation and Action TFTP file not found The requested load file bin Check the load I
7. 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 n Chapter7 Troubleshooting the Cisco IP Phone W Obtaining Status Model and Version Information Cisco IP Phone 7910 Port 0 Half 10 the network port is in a link up state and has auto negotiated a half duplex 10 Mbps connection Port 1 Full 100 the PC port is in a link up state and has auto negotiated a full duplex 100 Mbps connection Port 2 Down PC port is in a link down state Procedure Stepl Press settings Step 2 Press 7 Phone Info Step3 Use the Navigation button to display the available information Application Load ID Boot Load ID Ethernet Port 1 Ethernet Port 2 on the Cisco IP Phone 7910 SW Last Call Information Codec Type Type of voice stream received RTP streaming audio G 729 G 711 u law or G 711 A law Verifying M odel and Serial Number You can verify the model and serial number on Cisco IP Phones Cisco IP Phone 7960 7940 Procedure Stepl Press settings Step2 Use the Navigation button to select Status Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 Chapter7 Troubleshooting the Cisco IP Phone Obtaining Status Model and Version Information W Step3 Press the Select soft key Step4 Select Model Information Step5 Press the Select soft key The following information displays Model Type
8. CHAPTER Troubleshooting the Cisco IP Phone Cisco IP Phones include diagnostic screens that enable you to collect information that can assist you in troubleshooting problems in your IP telephony network These sections provide details about these tools and how to use them e Obtaining Status Model and Version Information page 7 1 Resetting the Cisco IP Phone page 7 12 Erasing Local Configuration page 7 13 Updating Firmware Version page 7 14 Resolving Startup Problems page 7 15 Resolving Known Issues page 7 25 Obtaining Status Model and Version Information On Cisco IP Phones you can obtain status information about the current call and the network and verify the phone model and installed firmware version This section covers these topics Displaying Statistics for Current Call page 7 2 Viewing Status Messages page 7 3 Displaying Network Statistics page 7 8 Verifying Model and Serial Number page 7 10 e Verifying Firmware Version page 7 11 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 Chapter7 Troubleshooting the Cisco IP Phone HI Obtaining Status Model and Version Information Displaying Statistics for Current Call If you experience problems during an active call you can collect information during that call This information provides useful troubleshooting information that might assist you in resolving these problem
9. D assigned to the phone was not foundinthe TFTPPath Cisco CallManager gt Device gt Phone directory Verify that the TFTPPath directory contains a bin file with this load ID as the name TFTP timeout TFTP server did not respond Network is busy the errors should resolve themselves when the network load reduces No network connectivity between the TFTP server and the phone verify the network connections TFTP server is down check configuration of TFTP server Displaying Netw ork Statistics Use the network statistics to obtain information about the phone and network performance Cisco IP Phone 7960 7940 Procedure Step1 Press settings Step2 Use the Navigation button to select Status Step3 Press the Select soft key Step4 Select Network Statistics Step5 Press the Select soft key The following list defines components of text messages that might display on the phone s LCD screen Rcv number of packets received at the phone Xmt number of packets transmitted from the phone Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 lt Emso Chapter 7 Troubleshooting the Cisco IP Phone Obtaining Status Model and Version Information W REr number of receive errors at the phone Bcast number of broadcast packets received TCP timeout connection closed due to exceeding the allowed retry time TCP Bad ACK conn
10. M anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 Chapter 7 Troubleshooting the Cisco IP Phone Obtaining Status Model and Version Information W Troubleshooting Tips The RxType TxType indicates which codec is being used for the call between this phone and the other device If they do not match verify that the other device supports the codec conversation or that a transcoder is in place to support the service The size of the sound samples RxSize TxSize should match on both devices If you are experiencing gaps in your voice calls check the AvgJtr and MaxJtr values A large variance between the two values might indicate a problem with jitter on the network or periodic high rate of network activity For additional information see the Using the 79xx Status Information For Troubleshooting tech note available from Cisco com http www cisco com warp customer 788 AV VID telecaster_trouble html Viewing Status Messages Cisco IP Phone 7960 7940 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Use the status messages to diagnose network configuration problems You can access these messages at any point even if the phone has not completed its startup process Procedure Press settings Use the Navigation button to select Status Press the Select soft key Select Status Messages Press the Select soft key The status messages screen might display any of the messages described in Table 7 1
11. Startup Problems Registering the Phone with Cisco CallM anager Registration with a Cisco CallManager server can only be successful if the phone has been added to the server or if auto registration is enabled Review the information and procedures in the Adding Phones to the Cisco CallManager Database section on page 2 10 to ensure that the phone has been added to the Cisco CallManager database To verify that the phone is in the Cisco CallManager database use Device gt Find from Cisco CallManager to search for the phone based on its MAC Address Verify the MAC address to search for by pressing settings gt Network Configuration gt MAC address on the phone If the phone is already in the Cisco CallManager database its configuration file might be damaged Refer to the Creating a New Configuration File section on page 7 21 for assistance Checking Netw ork Connectivity If the network is down between the phone and the TFTP server or Cisco CallManager the phone cannot start up properly Ensure that the network is currently up and running Verifying TFTP Server Settings The Cisco IP Phone uses the TFTP server setting settings gt Network Configuration gt TFTP Server 1 to identify the Cisco CallManager server If this setting is incorrect the Cisco IP Phone might continually cycle while attempting to contact the identified TFTP Server If you have assigned a static IP address to the phone you must manually enter thi
12. System gt CallManager Group From the Cisco CallManager Group list choose the group you want to update Click Reset Devices Resolving Startup Problems After installing a Cisco IP Phone into your network and adding it to Cisco CallManager the phone should start up as described in Verifying the Phone Startup Process section on page 3 9 However if the phone does not appear to be starting up properly these sections can help you resolve the problem e Symptom Cisco IP Phone Does Not Start Up and LCD Screen Does Not Display page 7 16 Symptom Cisco IP Phone Not Registering with Cisco CallManager page 7 17 Symptom Cisco IP Phone Resetting page 7 21 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 Chapter7 Troubleshooting the Cisco IP Phone E Resolving Startup Problems Symptom Cisco IP Phone Does Not Start Up and LCD Screen Does Not Display If you connect a Cisco IP Phone into the network port the LEDs should light up and messages should appear on the LCD display see the Verifying the Phone Startup Process section on page 3 9 for information on the normal startup process If the phone does not proceed through this normal startup process you must determine if the phone is functional or if anything else in the configuration is causing the phone to not start up properly To determine whether the phone is functional you must elim
13. aisy chaining a problem with one phone can affect all subsequent phones in the line Also all phones on the line share bandwidth Poor quality when calling digital cell In Cisco CallManager you can configure the network to use the phones using the G 729 protocol G 729 protocol the default is G 711 When using G 729 calls between an IP phone and a digital cellular phone will have poor voice quality Use G 729 only when absolutely necessary Prolonged broadcast storms cause IP Prolonged broadcast storms lasting several minutes on the phones to re register voice VLAN cause the IP phones to re register with another Cisco CallManager server Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 a 725 Chapter7 Troubleshooting the Cisco IP Phone E Resolving Known Issues Table 7 2 Cisco IP Phone Troubleshooting continued Summary Explanation Moving a network connection from If you are powering your phone through the network the phone to a workstation connection you must be careful if you decide to unplug the phone s network connection and plug the cable into a desktop computer A Caution The computer s network card cannot receive power through the network connection if power comes through the connection the network card can be destroyed To prevent this wait 10 seconds or longer after unplugging the cable from the phone This gives the swi
14. ection closed because an unacceptable ACK was received CM reset TCP Cisco CallManager closed and initiated the closing of connection CM closed TCP Cisco CallManager closed and initiated the closing of connection CM aborted TCP Cisco CallManager closed and initiated the closing of connection CM NAKed Cisco CallManager refused the connection attempt KeepaliveTO phone closed because of a Keepalive Timeout Failback phone closed due failback to a higher priority Cisco CallManager Phone Loading phone closed to upgrade software This message appears only if TFTP fails during software upgrade Phone Keypad phone closed due to a reset Phone Re IP phone closed due to a duplicate IP address condition Reset Reset phone closed due to receiving a Reset Reset from Cisco CallManager administration Reset Restart phone closed due to receiving a Reset Restart from Cisco CallManager administration All CMs Bad phone detected a state in which all Cisco CallManager servers failed their keepalives Phone Reg Rej phone closed due to receiving a registration reject Phone Initialized phone has not experienced a connection close since the hardware reset or since it was powered on Elapsed time the amount of time that has elapsed since the phone connected to Cisco CallManager Port 0 Full 100 network port is in a link up state and has auto negotiated a full duplex 100 Mbps connection 78 10453
15. eed to enter a value here However if you are using a DHCP server this field must have a value If it does not check your IP routing and VLAN configuration See Troubleshooting Switch Port Problems on Cisco com http www cisco com warp customer 473 53 shtml IP address subnet mask or default router have no addresses If you have assigned a static IP address to the phone you must manually enter these settings Refer to the Configuring IP Settings section on page 5 14 If you are using DHCP check the IP addresses distributed by your DHCP server See Understanding and Troubleshooting DHCP in Catalyst Switch or Enterprise Networks on Cisco com http www cisco com warp customer 473 100 html 4 1 Verifying DNS Settings If you are using DNS to refer to the TFTP server or Cisco CallManager you must ensure you have specified a DNS server settings gt Network Configuration gt DNS Server 1 You should also verify that you have a CNAME entry in the DNS server for the TFTP server and Cisco CallManager system You must also ensure that DNS is configured to do reverse look ups The default setting on Windows2000 is to perform forward only look ups 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 Chapter7 Troubleshooting the Cisco IP Phone HZ Resolving Startup Problems Verifying Cisco CallM anager Settings On the Cisco IP Phone press settings gt Ne
16. erly configured the phone to use DHCP See the Modifying DHCP Settings section on page 5 9 for details Step2 Verify that the DHCP server has been set up properly Step3 Verify the DHCP lease duration Cisco recommends that you set it to 8 days Note however that 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 is denied forcing the phone to restart and request a new IP address from the DHCP server 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 Configuring IP Settings section on page 5 14 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 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 See Understanding How the Cisco IP Phone Interacts with the Cisco Catalyst Family of Switches section on page 2 2 for more 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 Cisco IP Phone Administration Guide for Cisco
17. hone Cisco IP Phone 7910 Erasing Local Configuration W Press to reset the Cisco IP Phone 7910 Erasing Local Configuration 4 A If you want to erase all locally stored configuration options you can erase the configuration and restore settings to their default values including enabling DHCP Caution Erasing the local configuration removes all user defined changes made locally on the Cisco IP Phone If you choose this option these settings are set back to their default values Cisco IP Phone 7960 7940 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Procedure Press settings Use the Navigation button to select Network Configuration Press the Select soft key Scroll to Erase Configuration If the configuration is not set to be erased the option displays as Erase Configuration No Press the Yes soft key to erase the configuration Press Save 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 s Chapter7 Troubleshooting the Cisco IP Phone W Updating Firmware Version Cisco IP Phone 7910 Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Procedure Press settings Press 6 Network Configuration Use the down volume key to select Erase Configuration If the configuration is not set to be erased the option displays as Erase Configuration NO Press to edit Use the down volume key to select Yes Press
18. inate any other potential problems such as faulty cables network outages lack of power and so on Follow these suggestions to systematically eliminate these other causes Procedure Step1 To verify that the network port is functional a Exchange the Ethernet cables with cables you know are functional b Disconnect a functioning Cisco IP Phone from another port and connect it to this network port to verify the port is active c Connect the Cisco IP Phone that will not start up to a different known good network port d Connect the Cisco IP Phone that will not start up directly to the port on the switch eliminating the patch panel connection in the office Step2 To verify that the phone is receiving power a Verify that the electrical outlet is functional b If you are using in line power use the external power supply instead c If you are using the external power supply switch with a unit you know to be functional Step3 If after attempting these solutions the LCD screen on the Cisco IP Phone persists in not displaying any characters for at least 5 minutes contact a Cisco technical support representative for additional assistance Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 za 78 10453 04 _ Chapter 7 Troubleshooting the Cisco IP Phone Resolving Startup Problems W Symptom Cisco IP Phone Not Registering with Cisco CallManager If the phone proceeds pa
19. ing DHCP Settings page 7 23 Checking Static IP Address Settings page 7 23 Verifying Voice VLAN Configuration page 7 23 Verifying that the Phones Have Not Been Intentionally Reset page 7 23 Eliminating DNS or Other Connectivity Errors page 7 24 Verifying Physical Connection Verify that the Ethernet connection to which the Cisco IP Phone is connected is up and running For example check if the particular port or switch to which the phone is connected is down Identifying Intermittent Netw ork Outages Intermittent network outages affect data and voice traffic differently Your network might have been experiencing intermittent outages without detection but data traffic can resend lost packets and verify 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 Therefore if you are experiencing problems with the voice network you should investigate whether an existing problem is simply being exposed at this point Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 a 78 10453 04 Chapter7 Troubleshooting the Cisco IP Phone Resolving Startup Problems W Verifying DHCP Settings This procedure can help you verify if the phone has been properly configured to use DHCP Procedure Step1 Verify that you have prop
20. isco CallManager are configured Cisco CallManager properly in DNS Consider using IP addresses rather than host names Duplicate IP Another device is using the IP Ifthe phone has a static IP address verify address assigned to the phone that you have not assigned a duplicate IP address Refer to the Assigning an IP Address section on page 5 14 section for details Ifyou are using DHCP check the DHCP server configuration Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 75 Chapter7 Troubleshooting the Cisco IP Phone W Obtaining Status M odel and Version Information Table 7 1 Status Messages continued Message Explanation Possible Explanation and Action Error update locale One or more localization files could not be found in the TFTPPath directory or were not valid The locale was not changed Check that the following files are located within subdirectories in the TFTPPath directory Located in subdirectory with same name as network locale tones xml Located in subdirectory with same name as user locale glyphs xml dictionary xml kate xml dictionary xml IP address released The phone has been configured to release its IP address The phone remains idle until it is power cycled or you reset the DHCP address Refer to the Modifying DHCP Settings section on page 5 9 section fo
21. leshooting Problem Solution No display on the 7914 Expansion Module Verify that all of the cable connections are correct Verify that you have power to the Expansion Module s Lighted buttons on the first 7914 Expansion Module are all red Verify that the 7914 Expansion Module is defined in Cisco CallManager Lighted buttons on the second 7914 Expansion Module are all amber Verify that the 7914 Expansion Module is defined in Cisco CallManager 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 s Chapter7 Troubleshooting the Cisco IP Phone WE Resolving Known Issues Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 P7238 E 78 10453 04
22. o stop or start a service If a service has stopped click the Start button The Service Status symbol changes from a square to an arrow Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 _ Chapter 7 Troubleshooting the Cisco IP Phone Resolving Startup Problems W Creating a New Configuration File Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 If you continue to have problems with a particular phone despite all attempts at resolution the configuration file might be corrupted You can manually create a new configuration file by following the procedure below Procedure From Cisco CallManager select Device gt Phone gt Find to locate the phone experiencing problems Choose Delete to remove the phone from the Cisco CallManager database Search the hard drive of the Cisco CallManager server for files named SEP cnf xml This file should be in a folder containing the configuration files for all the registered phones Make a copy of a configuration file for a functional phone of the same type as the problematic phone For example if the phone experiencing problems is a Cisco IP Phone 7960 make a copy of a configuration file for another phone of this model Rename this to match the name of the configuration file for the problematic phone Use the convention SEP lt MAC address gt cnf xml where lt MAC address gt is the MAC
23. ownloaded software file is corrupted Obtain a new copy of the phone firmware and place itin the TFTPPath directory You should only copy files into this directory when the TFTP server software is shut down otherwise the files may be corrupted Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 Chapter7 Troubleshooting the Cisco IP Phone Obtaining Status Model and Version Information W Table 7 1 Status Messages continued Message Explanation Possible Explanation and Action DHCP timeout DHCP server did not respond Network is busy the errors should resolve themselves when the network load reduces No network connectivity between the DHCP server and the phone verify the network connections DHCP server is down check configuration of DHCP server Errors persist consider assigning a static IP address Refer to the Configuring IP Settings section on page 5 14 for details on assigning a static IP address DNS timeout DNS server did not respond Network is busy the errors should resolve themselves when the network load reduces No network connectivity between the DNS server and the phone verify the network connections DNS server is down check configuration of DNS server DNS unknown host DNS could not resolve the Verify the host names of the TFTP server name of the TFTP server or or C
24. r details Load ID incorrect Load ID of the software file is of the wrong type Check the load ID assigned to the phone Cisco CallManager gt Device gt Phone Verify that the load ID is entered correctly Load rejected HC The application that was downloaded is not compatible with the phone s hardware This error only occur s if you were attempting to install a version of software on this phone that did not support hardware changes on this newer phone Check the load ID assigned to the phone Cisco CallManager gt Device gt Phone Re enter the load displayed on the phone see the Verifying Firmware Version section on page 7 11 to verify the phone setting Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 Chapter7 Troubleshooting the Cisco IP Phone Obtaining Status Model and Version Information W Table 7 1 Status Messages continued Possible Explanation and Action Message Explanation No default router DHCP or static configuration did not specify a default router Ifthe phone has a static IP address verify the default router has been configured Refer to the Assigning Default Router section on page 5 15 section for details If you are using DHCP the DHCP server has not provided a default router Check the DHCP server configuration No DNS server IP Name was specified but DHCP
25. r name mapped to the correct IP address See the Configuring The IP Hosts File on a Windows 2000 CallManager Server on Cisco com http www cisco com warp customer 788 AV VID cm_hosts_file html From Cisco CallManager select System gt Server and verify that the server is being referred to by its IP address and not by its DNS name From Cisco CallManager select Device gt Phone and verify that you have assigned the correct MAC address to this Cisco IP Phone Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 78 10453 04 Chapter7 Troubleshooting the Cisco IP Phone Resolving Known Issues Mi Step6 To verify the MAC address on the phone see the Verifying Network Settings section on page 5 3 Step7 Power cycle the phone Resolving Known Issues Refer to the following tables for troubleshooting some common issues that might occur on you Cisco IP Phones Table 7 2 describes restrictions or other known troubleshooting suggestions for the Cisco IP Phone models 7960 7940 and 7910 Table 7 3 describes restrictions or other known troubleshooting suggestions for the Cisco IP Phone 7914 Expansion Module Table 7 2 Cisco IP Phone Troubleshooting Summary Explanation Daisy chaining IP phones Do not connect an IP phone to another IP phone through the access port Each IP phone should directly connect to a switch port If you connect IP phones together in a line d
26. s setting Refer to the Configuring IP Settings section on page 5 14 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 See Configuring Windows 2000 DHCP Server for Cisco Call Manager on Cisco com http www cisco com warp customer 788 AV VID win2000_dhcp html You can also enable the phone to use an alternate TFTP server settings gt Network Configuration gt Alternate TFTP Server This is particularly useful if this phone was recently moved from a different location such as a test lab to a production network Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 P78 E 78 10453 04 _ Chapter 7 Troubleshooting the Cisco IP Phone Resolving Startup Problems W You must unlock the network settings before you can assign an alternate TFTP server see Accessing the Network Configuration Settings section on page 5 2 Verifying IP Addressing and Routing You should verify the IP addressing and routing settings on the 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 On the Cisco IP Phone press settings gt Network Configuration and check for the following problems DHCP Server has no address If you have assigned a static IP address to the phone you do not n
27. s and preventing them from occurring during future calls Cisco IP Phone 7960 7940 During the call press the button twice rapidly The following information displays RxType Type of voice stream received RTP streaming audio G 729 G 711 u law G 711 A law or Link16k RxSize Size of voice packets in milliseconds in the receiving voice stream RTP streaming audio RxCnt Number of RTP voice packets received since voice stream was opened which is not necessarily identical to those received since the call began because the call might have been placed on hold TxType Type of voice stream transmitted RTP streaming audio G 729 G711 u law G 711 A law or Link16k TxSize Size of voice packets in milliseconds in the transmitting voice stream TxCnt Number of RTP voice packets transmitted since voice stream was opened which is not necessarily identical to those received since the call began because the call might have been placed on hold Avg Jtr Estimated average RTP packet jitter dynamic delay a packet encounters when going through the network observed since the receiving voice stream was opened Max Jtr Maximum jitter observed since the receiving voice stream was opened RxDisc Number of RTP packets in the receiving voice stream that have been discarded bad packets too late and so on RxLost Missing RTP packets lost in transit Cisco IP Phone Administration Guide for Cisco Call
28. st the first stage LED buttons flashing on and off and continues to cycle through the messages displaying on the LCD screen then 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 CallManager server These sections can assist you in determining the reason the phone is unable to start up properly Identifying Error Messages page 7 17 Registering the Phone with Cisco CallManager page 7 18 Checking Network Connectivity page 7 18 Verifying TFTP Server Settings page 7 18 Verifying IP Addressing and Routing page 7 19 Verifying DNS Settings page 7 19 Verifying Cisco CallManager Settings page 7 20 e Cisco CallManager and TFTP Services Are Not Running page 7 20 Creating a New Configuration File page 7 21 Identifying Error Messages As the phone is cycling through the startup process you can access status messages that might provide you with information about the cause of the problem On the Cisco IP Phone 7960 7940 press settings gt Status gt Status Messages to display these errors and refer to the Viewing Status Messages section on page 7 3 section for a list of potential errors and their explanations and solutions 78 10453 04 Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 m Chapter7 Troubleshooting the Cisco IP Phone E Resolving
29. tch enough time to recognize that there is no longer a phone on the line and to stop providing power to the cable Changing the telephone By default the network configuration options are locked to configuration prevent users from making changes that could impact their network connectivity You must unlock the network configuration options before you can configure them See the Accessing the Network Configuration Settings section on page 5 2 for details Phone 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 cable breaks switch outages and switch reboots LCD display issues If the display appears to have rolling lines or a wavy pattern it might be interacting with certain types of older fluorescent lights in the building Moving the phone away from the lights or replacing the lights should resolve the problem Dual Tone Multi Frequency DTMF When you are on a call that requires keypad input if you press delay the keys too quickly some of them might not be recognized Cisco IP Phone Administration Guide for Cisco CallM anager 3 2 Cisco IP Phones 7960 7940 7910 726 E 78 10453 04 Chapter7 Troubleshooting the Cisco IP Phone Resolving Known Issues Refer to the following table if you are having difficulty using your 7914 Expansion Module Table 7 3 Expansion Module Troub
30. twork Configuration gt CallManager 1 2 3 4 The Cisco IP Phone attempts to open a TCP connection to all the Cisco CallManager servers that are part of the assigned CallManager group If none of these fields have IP addresses or state Active or Standby the phone is not properly registered with Cisco CallManager Refer to the Registering the Phone with Cisco CallManager section on page 7 18 for tips on resolving this problem Cisco CallManager and TFTP Services Are Not Running Step 1 Step 2 Step 3 Step 4 If the Cisco CallManager or TFTP services are not running phones might not be able to start up properly However in this case it is likely that you are experiencing a system wide failure Rather than being isolated to one phone that is experiencing problems in this situation many or all phones and other devices are not able 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 Procedure From the Cisco CallManager Administration window choose Application gt Cisco CallManager Serviceability Choose Tools gt Control Center From the Servers column choose the primary Cisco CallManager server The window displays the service names for the server that you chose the status of the services and a service control panel t

Troubleshooting the Cisco IP Phone

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