Operational Errors And Status Messages - Avaya one-X 9600 Series Installation And Maintenance Manual

Troubleshooting Guidelines

Operational Errors and Status Messages

Table 3 identifies some of the possible operational problems that might be encountered after
successful 9600 Series IP Telephone installation. The user guide for a specific telephone model
also contains troubleshooting for users having problems with specific IP telephone applications.
Most of the problems reported by 9600 Series IP Telephone users are not likely to be problems
with the telephone itself. Problems are more likely LAN-based, where Quality of Service, server
administration, and other issues can impact end-user perception of IP telephone performance.
Table 3: Operational Error Conditions for 9600 Series SIP IP Telephones
Condition
During Craft procedure access, display
freezes at prompt "Press * to program"
After Login, the progress bar shows just a
few completed bars and stops moving.
The telephone continually reboots, or
reboots continuously about every 15
minutes.
The message light on the telephone turns
on and off intermittently, but the telephone
never registers.
The telephone
stops working in
the middle of a call,
58 9600 Series SIP IP Telephones Release 2.4 Installation and Maintenance Guide
AND no lights are lit
on the telephone and
the display is not lit.
AND power to the
telephone is fine (and
the telephone might
have gone through
the restarting
sequence).
Cause/Resolution
CAUSE: Craft access has failed; telephone
cannot operate.
RESOLUTION: Unplug the telephone, then plug
it in again to reset.
CAUSE: Login has failed.
RESOLUTION: Check that the LAN and File
servers are operating correctly. Re-attempt
login.
CAUSE: The telephone cannot find the call
server.
RESOLUTION: Ensure that
SIP_CONTROLLER_LIST is administered
either manually or through DHCP or HTTP, as
appropriate.
CAUSE: This might be a firmware fault because
the MAC address in memory is corrupted.
RESOLUTION: Return the telephone to Avaya
for repair.
CAUSE: This is a hardware fault.
RESOLUTION: The telephone must be returned
to Avaya for repair.
CAUSE: Loss of power.
RESOLUTION: Check the connections between
the telephone, the power supply, and the power
jack. For example, verify that either static
addressing was not used or that any changes to
static addresses were entered correctly.
CAUSE: Loss of path to the call server or the
other party's telephone, DHCP Lease expired,
or DHCP server not available when telephone
attempts to renegotiate DHCP lease.
RESOLUTION: As above.
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