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Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Administration Guide for Cisco Unified Communications Manager 8.5 (SCCP and SIP)
OL-23769-01
Chapter
General Troubleshooting Tips
General Troubleshooting Tips
Table 9-2 provides general troubleshooting information for the Cisco Unified IP Phone.
802.1X Enabled on Phone but Not Authenticating
Phone cannot obtain a DHCP-assigned IP
address These errors typically indicate that 802.1X is enabled on the phone, but the
phone is unable to authenticate.
1. Verify that you have properly configured the required components
“Supporting 802.1X Authentication on Cisco Unified IP Phones” section
on page 1-21.
2. Confirm that the shared secret is configured on the phone (see the “Security
Configuration Menu” section on page 4-9 for more information).
–
If the shared secret is configured, verify that you have the same shared
secret entered on the authentication server.
–
If the shared secret is not configured, enter it, and ensure that it
matches the one on the authentication server.
Phone does not register with Cisco Unified
Communications Manager
Phone status display as “Configuring IP” or
“Registering”
802.1X Authentication Status displays as
“Held” (see the “802.1X Authentication and
Status” section on page 4-9).
Status menu displays 802.1x status as
“Failed” (see the “Call Statistics Screen”
section on page 7-8).
802.1X Not Enabled
Phone cannot obtain a DHCP-assigned IP
address These errors typically indicate that 802.1X is not enabled on the phone. To
enable it, see the “Security Configuration Menu” section on page 4-9 for
information on enabling 802.1X on the phone.
Phone does not register with Cisco Unified
Communications Manager
Phone status display as “Configuring IP” or
“Registering”
802.1X Authentication Status displays as
“Disabled” (see the “802.1X Authentication
and Status” section on page 4-9).
Status menu displays DHCP status as timing
out (see the “Call Statistics Screen” section
on page 7-8).
Factory Reset Deleted 802.1X Shared Secret
Phone cannot obtain a DHCP-assigned IP
address These errors typically indicate that the phone has completed a factory reset
while 802.1X was enabled. A factory reset deletes the shared secret, which is
required for 802.1X authentication and network access. To resolve this, you
have two options:
• Temporarily disable 802.1X on the switch.
• Temporarily move the phone to a network environment that is not using
802.1X authentication.
Once the phone starts up normally in one of these conditions, you can access
the 802.1X configuration menus and re-enter the shared secret.
Phone does not register with Cisco Unified
Communications Manager
Phone status display as “Configuring IP” or
“Registering”
Cannot access phone menus to verify
802.1X status
Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued)
Problem Possible Cause