Operational Errors And Status Messages - Avaya one-X 9601 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 Deskphone installation. The user guide for a specific deskphone
model also contains troubleshooting for users having problems with specific deskphone
applications. Most of the problems reported by 9600 Series IP Deskphone users are not likely to
be problems with the deskphone itself. Problems are more likely LAN-based, where Quality of
Service, server administration, and other issues can impact end-user perception of deskphone
performance.
Table 3: Operational Error Conditions for 9600 Series IP Deskphones
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 deskphone continually reboots, or
reboots continuously about every 15
minutes.
The message light on the deskphone turns
on and off intermittently, but the deskphone
never registers.
The deskphone
stops working in
the middle of a call,
60 SIP Deskphones Release 6.1 Installation and Maintenance Guide
AND no lights are lit
on the deskphone and
the display is not lit.
Cause/Resolution
CAUSE: Craft access has failed; deskphone
cannot operate.
RESOLUTION: Unplug the deskphone, 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 deskphone 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 deskphone to Avaya
for repair.
CAUSE: This is a hardware fault.
RESOLUTION: The deskphone must be
returned to Avaya for repair.
CAUSE: Loss of power.
RESOLUTION: Check the connections between
the deskphone, 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.
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