Cisco Systems 6921 manual General Troubleshooting Tips

Chapter

General Troubleshooting Tips

Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued)

Problem

Possible Cause

802.1X Enabled on Phone but Not Authenticating

Phone cannot obtain a DHCP-assigned IP address

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).

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 4-9for 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.

802.1X Not Enabled

Phone cannot obtain a DHCP-assigned IP address

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).

These errors typically indicate that 802.1X is not enabled on the phone. To enable it, see the “Security Configuration Menu” section on page 4-9for information on enabling 802.1X on the phone.

Factory Reset Deleted 802.1X Shared Secret

Phone cannot obtain a DHCP-assigned IP address

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

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.

General Troubleshooting Tips

Table 9-2provides general troubleshooting information for the Cisco Unified IP Phone.

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

OL-23769-01 9-9