Cisco Systems 6921 manual Identifying Error Messages

Page 141

Chapter

Resolving Startup Problems

•Verifying DNS Settings, page 9-4

•Cisco CallManager and TFTP Services Are Not Running, page 9-4

•Creating a New Configuration File, page 9-4

•Checking Network Connectivity, page 9-3

In addition, problems with security may prevent the phone from starting up properly. See the “Troubleshooting Cisco Unified IP Phone Security” section on page 9-8for more information.

Identifying Error Messages

As the phone cycles through the startup process, you can access status messages that might provide you with information about the cause of a problem. See the “Status Messages Screen” section on page 7-2for instructions about accessing status messages and for a list of potential errors, their explanations, and their solutions.

Checking Network Connectivity

If the network is down between the phone and the TFTP server or Cisco Unified Communications Manager, the phone cannot start up properly. Ensure that the network is currently running.

Verifying TFTP Server Settings

You can determine the IP address of the TFTP server used by the phone by pressing the Applications button, then selecting Administrator Settings > Network Setup > IPv4 > TFTP Server 1.

If you have assigned a static IP address to the phone, you must manually enter a setting for the TFTP Server 1 option. See the “Network Setup Menu” section on page 4-4.

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.

You can also enable the phone to use an alternate TFTP server. Such a setting is particularly useful if the phone was recently moved from one location to another. See the “Network Setup Menu” section on page 4-4for instructions.

Verifying IP Addressing and Routing

You should verify the IP addressing and routing settings on the 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 Unified IP Phone, press the Applications button, then select Administrator Settings > Network Setup > IPv4, and look at the following options:

•Boot/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. However, if you are using a DHCP server, this option must have a value. If it does not, check your IP routing and VLAN configuration. Refer to the Troubleshooting Switch Port and Interface Problems document, available at this URL: http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015bfd6. shtml

•IP Address, Subnet Mask, Default Router—If you have assigned a static IP address to the phone, you must manually enter settings for these options. See the “Network Setup Menu” section on page 4-4for instructions.

Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Administration Guide for Cisco Unified Communications Manager 8.5 (SCCP and SIP)

 

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Contents Text Part Number OL-23769-01 Americas HeadquartersPage N T E N T S Footstand Configuring Features, Templates, Services, and Users Manager How Users Obtain Support for the Cisco Unified IP Phone A-1 Viii Audience OverviewOrganization Chapter DescriptionCisco Unified IP Phone 6900 Series Related DocumentationCisco Product Security Overview Document ConventionsConvention Description Boldface fontInformation you must enter is in boldface screen font Italic screen fontYou press the D key An Overview of the Cisco Unified IP Phone 1describes the buttons on the Cisco Unified IP Phone Understanding the Cisco Unified IP Phones 6921, 6941, 6945,Features on the Cisco Unified IP Phone Cisco Unified IP Phone 6941 2describes the buttons on the Cisco Unified IP Phone 6941Chapter Features on the Cisco Unified IP Phone 6941 3describes the buttons on the Cisco Unified IP Phone 3shows the main components of the Cisco Unified IP PhoneFeatures on the Cisco Unified IP Phone What Networking Protocols are Used? Networking Protocol Purpose Usage NotesCDP Authentication on Cisco Unified IP Phones section Dynamic Host Configuration Protocol chapterDhcp Communications Manager System GuideWhite paper See the LLDP-MED and Cisco Discovery ProtocolNologieswhitepaper0900aecd804cd46d.shtml SIPCisco Unified Communications Manager Communications Manager Security GuideSystem Guide Related TopicsFeature Overview Configuring Telephony FeaturesRelated Topic Providing Users with Feature Information Understanding Security Features for Cisco Unified IP PhonesRefer to the Troubleshooting Guide for Cisco Unified Topic ReferenceCommunications Manager Overview of Supported Security Features Feature DescriptionInformation Security Profiles section on page 1-18for more information Access section onUnderstanding Security Profiles Configuration Menu section onIdentifying Encrypted Phone Calls Unified IP Phones section on page 1-21for more informationEstablishing and Identifying Secure Conference Calls Feature Used Initiator’s PhoneResults of Action Overview Supporting 802.1X Authentication on Cisco Unified IP PhonesSecurity Restrictions Configuring Cisco Unified IP Phones in Cisco Unified CM Configuration chapter in the Cisco Communications Communications Manager Features and Services GuideManager Administration Guide Purpose For More InformationCommunications Manager Administration Guide Administration GuideCommunications Manager Administration Guide, Cisco Manager Administration Guide, IP Phone ServicesCommunications Manager Administration Guide, End Task Purpose For More InformationUnified Communications Manager See the Providing Power to the Cisco Unified IP Phone Installing Cisco Unified IP PhonesSee the Installing the Cisco Unified IP Phone section See the Footstand section onRefer to Cisco Unified IP Phone 6921, 6941, User Guide for Cisco Unified CommunicationsManager Terminology Differences User Guide Administration and System GuidesChapter Terminology Differences A P T E R Related Topic Understanding the Phone Startup Process, Network Setup Menu, Providing Power to the Cisco Unified IP PhonePower Guidelines Power OutagePower Type Guidelines Obtaining Additional Information about Power Understanding Phone Configuration FilesChapter Understanding Phone Configuration Files Understanding the Phone Startup Process Resolving Startup Problems,Purpose Related Topics Adding Phones to the Cisco Unified CM DatabaseRequesting the Configuration File Adding Phones to the Cisco Unified CM DatabaseOther information for the phone Contacting Cisco Unified CM Adding Phones with Auto-Registration Administration Tool BAT updates informationRequires MAC Method Address? TapsAdding Phones with Auto-Registration and Taps Adding Phones with Cisco Unified CM AdministrationUsing Cisco Unified IP Phones with Different Protocols Adding Phones with BATConverting a New Phone from Sccp to SIP Deploying a Phone in an Sccp and SIP Environment ProcedureDetermining the MAC Address for a Cisco Unified IP Phone OL-23769-01 Network Requirements Before You BeginCisco Unified Communications Manager Configuration Network and Access PortsNetwork and Access Ports, Handset, Speakerphone, Headset, Handset SpeakerphoneHeadset Audio Quality See the Network and Access Ports section on Installing the Cisco Unified IP PhoneSee the Headset section on page 3-3for supported See the Adding Phones to the Cisco Unified CMCisco Unified IP Phone 6921 and 6941 Cable Connections Cisco Unified IP Phone 6961 Cable Connections Cisco Unified IP Phone 6945 Cable Connections Footstand Reducing Power Consumption on the PhoneCisco Unified IP Phone 6921 199283 Cisco Higher Viewing Angle Mounting the Phone to the Wall Verifying the Phone Startup ProcessLower Viewing Angle Configuring Startup Network Settings Configuring Security on the Cisco Unified IP PhoneHold Mute Speaker Before You Begin Configuration Menus on the Cisco Unified IP Phone Configuring Settings on the Cisco Unified IP PhoneSelect Admin Settings Displaying a Configuration MenuPress the Applications button Unlocking and Locking Options, Editing Values,Network Setup Menu, IPv4 Setup Menu Options, Unlocking and Locking OptionsEditing Values Network Setup Menu Option Description To ChangeSelect Configuration Configure both to auto-negotiatePC Vlan System Enterprise PhoneIPv4 Setup Menu Options Device Phone PhoneDiscovery protocol, which should match the protocol IPv4 Setup Menu Options Related Topics 802.1X Authentication and Status Security Configuration MenuDevice Phone Phone Configuration Trust List MenuSecurity Config 802.1X Authentication Choose Applications Admin SettingsDevice Authentication Settings Security ConfigurationConfiguring Features, Templates, Services, and Users Feature Description Configuration Reference Choose System Service Parameter and selectSet Builtin Bridge Enable to On Configuration System Enterprise Phone Configuration Device Device SettingsCommon Phone Profile Features and Services Guide, Call Display Features and Services Guide, Cisco CallAdministration Guide, Directory Number Forward Maximum Hop Count service parameterServices Guide, Monitoring and Recording Services Guide, Call Park and Directed CallConfiguring the Phone to Support Call Understanding Directory NumbersServices Guide Unified Communications Manager FeaturesExtension Mobility chapter in the Cisco CMC Services Guide, Cisco Web DialerServices Guide, Do Not Disturb Services Guide, Immediate DivertFeature, see the Cisco Unified Communications Manager Features and Services Guide, HoldAdministration Guide, Hunt Group Services Guide, Intercom Communications Manager FeatureRefer to Cisco Unified Communications Manager System Guide, Cisco Unified IPFeatures and Services Guide, Malicious Administration Guide, Message WaitingServices Guide, Music On Hold Administration Guide, Phone Button Features and Services Guide BargeFeatures and Services Guide, Quality Unified IP Phone 6921, 6941, 6945,Administration Guide, Conference Overview of Supported Security FeaturesBridge Configuration Creating Custom Phone Rings sectionServices Administration Guide, Time Period Administration Guide, Cisco Voice-MailJoin and Direct Transfer Policy Configuring Corporate Directories Configuring Corporate and Personal DirectoriesConfiguring Personal Directory Personal Directory consists of the following featuresModifying Phone Button Templates Click Save Configuring Softkey Templates Supported as a Softkey on Cisco Feature Configuration 6961Unified IP Phone Softkey Template DNDSetting Up Services Giving Users Access to the User Options Web Pages Adding Users to Cisco Unified Communications ManagerManaging the User Options Web Pages Click Add Selected Enter the appropriate search criteria and click FindClick Save Selected/Changes Specifying Options that Appear on the User Options Web Pages Configuring the Phone to Support Call Waiting OL-23769-01 Customizing the Cisco Unified IP Phone Customizing and Modifying Configuration FilesDistinctiveRingList File Format Requirements Creating Custom Phone RingsPCM File Requirements for Custom Ring Types Configuring a Custom Phone RingConfiguring the Idle Display Field Description Page Model Information Screen, Status Menu, Model Information ScreenStatus Messages Screen Status MenuNetwork Setup Menu section on page 4-4for Administration section on page 2-10for detailsSelect Status Messages Message Description Possible Explanation and ActionNetwork Setup Menu section on Address. See the Network Setup Menu sectionIf you are using DHCP, check the Dhcp server On page 4-4for details on assigning a static IPMenu section on page 4-4for details Setup Menu section on page 4-4for details onNetwork Statistics Screen Select Status Network Statistics Port IPv4 Call Statistics ScreenSelect Call Statistics Select StatusCall Statistics screen displays these items Voice Quality MetricsMOS LQK Security ConfigurationVoice stream Cisco Unified IP Phone usesSecurity Configuration screen displays these items OL-23769-01 Monitoring the Cisco Unified IP Phone Remotely Http//IPaddress Accessing the Web Page for a PhoneDisabling and Enabling Web Page Access Device InformationChoose Device Phone UDI Network SetupDescription Description Network Statistics Number of Lldp TLVs that are not recognized on the phone LldpStreaming Statistics Device LogsStreaming Statistics Area Items Stream Configuring Settings on the Cisco Unified IP Phone chapter Resolving Startup Problems Troubleshooting and MaintenanceChapter Resolving Startup Problems Identifying Error Messages Choose Tools Control Center Feature Services Verifying DNS SettingsExperiencing problems Symptom Cisco Unified IP Phone Unable to Obtain IP AddressVerifying Dhcp Settings Cisco Unified IP Phone Resets UnexpectedlyVerifying the Physical Connection Identifying Intermittent Network OutagesVerifying the Voice Vlan Configuration Checking Static IP Address SettingsVerifying that the Phones Have Not Been Intentionally Reset Eliminating DNS or Other Connectivity ErrorsTroubleshooting Cisco Unified IP Phone Security Checking Power ConnectionProblem Possible Cause General Troubleshooting Tips Summary Explanation Locking Options section on page 4-3 for detailsDisplaying these statistics Halfduxcollisionexceedthreshold To resolve this problem, re-enable the port from the switchPerforming a Basic Reset Resetting or Restoring the Cisco Unified IP PhonePerforming a Factory Reset Operation Performing ExplanationMonitoring the Voice Quality of Calls Metric Change Condition Troubleshooting TipsWhere to Go for More Troubleshooting Information Cleaning the Cisco Unified IP PhoneCisco Unified IP Phone Troubleshooting Resources Chapter Cleaning the Cisco Unified IP Phone Providing Information to Users Via a Website How Users Access a Voice Messaging System Installing the Synchronizer How Users Configure Personal Directory EntriesConfiguring the Synchronizer Support for International Call Logging Installing the Cisco Unified CM Locale InstallerAppendix Support for International Call Logging Specification Value or Range Physical and Operating Environment SpecificationsNetwork and Access Port Pinouts Cable SpecificationsNetwork Port Connector Pin Number FunctionTable C-3describes the access port connector pinouts Access Port ConnectorAppendix Network and Access Port Pinouts Example User Information for these Procedures Basic Phone Administration StepsAdding a User From an External Ldap Directory Adding a User to Cisco Unified CMChoose System Ldap Ldap Directory Click Perform Full Sync NowConfiguring the Phone Proceed to the section Configuring the Phone, page D-3Example doe Appendix Configuring the Phone Appendix Configuring the Phone Associate the user with the device Performing Final End User Configuration StepsChoose User Management End User Click Device AssociationsInstalling the Wall Mount Kit for the Cisco Installing the Bracket Figure E-2 Mounting the Wall Bracket Figure E-3 Attaching the Phone Bracket Figure E-4 Preparing the Handset Hook Figure E-5 Attaching the Cables Figure E-6 Attaching the Phone to the Wall Bracket Appendix Installing the Bracket ADA Non-Lockable Wall Mount Kit for 6900 Series Cisco Unified IP Phone Non-Lockable Wall MountFollowing figure shows the contents of the Wall Mount kit ComponentsPackage includes these items Before You Begin Install Non-Lockable Wall Mount Kit for PhoneFigure F-4 Mount the Wall Bracket Figure F-5 Attach Phone Bracket Remove Phone from Non-Lockable Wall Mount Proceed to of Installing the Bracket, page E-2Figure F-7 Figure F-8 Protocol Features Feature Support by Protocol for the CiscoAppendix Sccp SIP Tool Numerics Barge Access portConfiguration file Creating Conference joining Configurable call forward displayDistinctiveRingList.xml file format Divert Data Vlan Days Backlight Not Active Debug Display webFeature buttons Applications Fast dials Address book Fast dial serviceContacts Navigation Programmable line buttonShared line Hold reversion Services URL button Hold button, descriptionSpeed dialing G-4 Host Name Time-of-Day Routing HttpSW Port Configuration IP address, troubleshooting 9-3IPv4 ConfigurationNetwork Configuration web Cast CDP Dhcp Http Rtcp RTP Sccp SIP Srtp TCP Tftp TLS UDPPrivate Line Automated Ringdown Plar Sccp Secure conference 5-13,G-4 Settings menu accessStatus messages Status Messages screen Status Messages web Srst SrtpStream 1 web LLDP-MEDTime zone update TLS Transfer Transfer button, descriptionVlan IN-11 Wideband codec XmlDefault.cnf.xmlIN-12
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