Troubleshooting Procedures - Cisco IP Phone 6851 Administration Manual

Ip phone 6800 series multiplatform phone

Table of Contents

Cause

The phone has the wrong version of files in the TFTP server.

Solution

Check that the file version is correct for the phone model. Each phone model has its own files.

Phone Locale is Not Displayed

Problem

The phone is set to use a different language from the one that is displayed.

Cause

TFTP server does not have the correct set of locale and font files.

Solution

Font files and locale files must be in the same directory.

Report All Phone Issues from the Phone Web Page

If you are working with Cisco TAC to troubleshoot a problem, they typically require the logs from the Problem

Reporting Tool to help resolve the issue. You can generate PRT logs using the phone web page and upload

them to a remote log server.

Procedure

Step 1

On the phone web page, select Admin Login > advanced > Info > Debug Info.

Step 2

In the Problem Reports section, click Generate PRT.

Step 3

Enter the following information in the Report Problem screen:

a) Enter the date that you experienced the problem in the Date field. The current date appears in this field

by default.

b) Enter the time that you experienced the problem in the Time field. The current time appears in this field

by default.

c) In the Select Problem drop-down list box, choose the description of the problem from the available options.

Step 4

Click Submit in the Report Problem screen.

The Submit button is enabled only if you select a value in the Select Problem drop-down list box.

You get a notification alert on the Phone Web page that indicates if the PRT upload was successful or not.