Cisco 7975G Troubleshooting And Maintenance

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Troubleshooting and Maintenance
Troubleshooting and Maintenance Overview
This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified
IP Phone or with your IP telephony network. It also explains how to clean and maintain your phone.
For additional troubleshooting information, see the Using the 79xx Status Information For Troubleshooting
tech note. This document is available to registered Cisco.com users at this URL:
http://www.cisco.com/en/US/products/hw/phones/ps379/products_tech_note09186a00800945bd.shtml
Troubleshooting
This section includes the following topics:
Startup Problems
After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified Communications
Manager, the phone should start up as described in
properly, see the following sections for troubleshooting information:
Cisco Unified IP Phone Does Not Go Through Normal Startup Process
Problem
When you connect a Cisco Unified IP Phone into the network port, the phone should go through the normal
startup process, and the LCD screen should display information.
Cause
If the phone does not go through the startup process, the cause may be faulty cables, bad connections, network
outages, or lack of power. Or, the phone may not be functional.
Troubleshooting and Maintenance Overview, on page 1
Troubleshooting, on page 1
Maintenance, on page 22
Phone Startup
Process. If the phone does not start up
Troubleshooting and Maintenance
1

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  Related Manuals for Cisco 7975G

  Summary of Contents for Cisco 7975G

  • Page 1 Cisco Unified IP Phone Does Not Go Through Normal Startup Process Problem When you connect a Cisco Unified IP Phone into the network port, the phone should go through the normal startup process, and the LCD screen should display information.
  • Page 2 LCD screen, 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 Unified Communications Manager server.
  • Page 3 The DNS settings may be incorrect. Solution If you are using DNS to refer to the TFTP server or to Cisco Unified Communications Manager, you must ensure that you have specified a DNS server. See Verify DNS Settings, on page...
  • Page 4 Solution If the Cisco CallManager service is not running, all devices on the network that rely on it to make phone calls are affected. If the TFTP service is not running, many devices cannot start up successfully. For more...
  • Page 5: Cisco Unified Ip Phone Cannot Obtain Ip Address

    The phone displays “Security Error” on the screen. Cause When a Cisco Unified IP Phone boots, it performs an internal Power On Self Test (POST). POST checks for existing encryption functionality. If POST detects that encryption functionality is missing, the phone fails to boot, and the message “Security Error”...
  • Page 6 The physical connection to the LAN may be broken. Solution Verify that the Ethernet connection to which the Cisco Unified IP Phone connects is up. For example, check whether the particular port or switch to which the phone connects is down and that the switch is not rebooting.
  • Page 7 Problem If the Cisco Unified 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.
  • Page 8: Cisco Unified Ip Phone Security Problems

    Authentication Error, Phone Cannot Authenticate CTL File Problem A device authentication error occurs. Cause CTL file does not have a Cisco Unified Communications Manager certificate or has an incorrect certificate. Solution Install a correct certificate. Phone Cannot Authenticate CTL File Problem Phone cannot authenticate the CTL file.
  • Page 9 Problem Phone does not register with Cisco Unified Communications Manager. Cause The CTL file does not contain the correct information for the Cisco Unified Communications Manager server. Solution Change the Cisco Unified Communications Manager server information in the CTL file.
  • Page 10 802.1X Enabled on Phone but Phone Does Not Authenticate If all the following conditions apply, • Phone cannot obtain a DHCP-assigned IP address 802.1X Not Enabled, on page 10 • Phone does not register with Cisco Unified Communications Manager • Phone status display as “Configuring IP” or “Registering”...
  • Page 11: Audio And Video Problems

    Troubleshooting and Maintenance Factory Reset of Phone Has Deleted 802.1X Shared Secret Solution To enable it, see 802.1X Authentication and Status Menus. Factory Reset of Phone Has Deleted 802.1X Shared Secret Problem After a reset, the phone does not authenticate. Cause These errors typically indicate that the phone has completed a factory reset (see Factory Reset, on page...
  • Page 12: General Telephone Call Problems

    These procedures can be used to identify and correct problems. Set Up Remote Phone Cisco IP Phones that are configured for SSL VPN to ASA using the built-in client in a remote location (for example, a home office) have a special configuration requirement.
  • Page 13: Check Tftp Settings

    Procedure Step 1 On the Cisco Unified IP Phone, press the Settings button, choose Network Configuration, and look at the following options: • DHCP Server: If you have assigned a static IP address to the phone, you do not need to enter a value for the DHCP Server option.
  • Page 14: Verify Dns Settings

    The directory numbers are still assigned to the phone in the Cisco Unified Communications Manager database, but the phone has no button with which calls can be answered. These directory numbers should be removed from the phone and deleted if necessary.
  • Page 15: Start Service

    Use the same TFTP server used for other functioning Cisco Unified IP Phones. Step 3 On the Cisco Unified Communications Manager server, verify that the local host files have the correct Cisco Unified Communications Manager server name mapped to the correct IP address. Step 4 From Cisco Unified Communications Manager, choose System >...
  • Page 16: General Troubleshooting Information

    Step 5 From Cisco Unified Communications Manager, choose Device > Phone and verify that you have assigned the correct MAC address to this Cisco Unified IP Phone. For information about determining a MAC address, Cisco Unified IP Phone MAC Address Determination.
  • Page 17 The RxType and the TxType statistics show the codec device that is used for a conversation between this Cisco Unified IP Phone and the other device. The values of these statistics should match. If they do not, verify that the other device can handle the codec conversation or that a transcoder is in place to handle the service.
  • Page 18 Manager, and shows a Configuring IP or Registering message. Verify the following: 1. The Ethernet cable is attached. 2. The Cisco CallManager service is running on the Cisco Unified Communications Manager server. 3. Both phones are registered to the same Cisco Unified Communications Manager.
  • Page 19: General Troubleshooting Tips For Cisco Unified Ip Phone Expansion Module

    If needed, enable Java debug. General Troubleshooting Tips for Cisco Unified IP Phone Expansion Module The following table provides general troubleshooting information for the Cisco Unified IP Phone Expansion Module. Table 3: Cisco Unified IP Phone Expansion Module Troubleshooting...
  • Page 20: Cisco Unified Ip Phone Reset Or Restore

    Two methods exist for resetting or restoring the Cisco Unified IP Phone: Basic Reset Performing a basic reset of a Cisco Unified IP Phone provides a way to recover if the phone experiences an error and provides a way to reset or restore various configuration and security settings.
  • Page 21: Additional Troubleshooting Information

    While the phone is powering up, and before the Speaker button flashes on and off, press and hold #. Continue to hold # until each line button flashes on and off in sequence in orange (for the Cisco Unified IP Phone 7975G, 7971G-GE and 7970G) or amber (for the Cisco Unified IP Phone 7965G and 7945G).
  • Page 22: Maintenance

    Phone. The QRT feature is installed as part of the Cisco Unified Communications Manager installation. You can configure Cisco Unified IP Phones with QRT. When you do so, users can report problems with phone calls pressing QRT. This softkey is available only when the Cisco Unified IP Phone is in the Connected, Connected Conference, Connected Transfer, or OnHook states.
  • Page 23: Voice Quality Metric Interpretation

    (MOS CQ such as G.107) include impairment factors, such as delay, that degrade the natural flow of conversation. You can access voice quality metrics from the Cisco Unified IP Phone by using the Call Statistics screen (see Call Statistics...
  • Page 24: Cisco Unified Ip Phone Cleaning

    Cisco Unified IP Phone Cleaning To clean your Cisco Unified IP phone, use a soft, dry cloth to wipe the phone screen. Do not apply liquids or powders directly on the phone. As with all non-weather-proof electronics, liquids and powders can damage the components and cause failures.

This manual is also suitable for:

7971g-ge7970g7965g7945g