Cisco Systems 7970G instruction

Chapter 9 Troubleshooting and Maintenance

Resolving Startup Problems

2.Verify that the phone is receiving power:

–If you are using external power, verify that the electrical outlet is functional.

–If you are using in-line power, use the external power supply instead.

–If you are using the external power supply, switch with a unit that you know to be functional.

–If you are using a Cisco Unified IP Phone 7971G-GE, make sure that the phone is connected to a switch that supports IEEE 802.3af Class 3 (15.4 W in-line power at the switch port). For more information, see the “Providing Power to the Phone” section on page 2-4.

3.If the phone still does not start up properly, power up the phone with the handset off-hook. When the phone is powered up in this way, it attempts to launch a backup software image.

4.If the phone still does not start up properly, perform a factory reset of the phone. For instructions, see the “Performing a Factory Reset” section on page 9-19.

If after attempting these solutions, the LCD screen on the Cisco Unified IP Phone does not display any characters after at least five minutes, contact a Cisco technical support representative for additional assistance.

Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified CallManager

If the phone proceeds past the first stage of the startup process (LED buttons flashing on and off) but continues to cycle through the messages displaying on the LCD screen, the phone is not starting up properly. The phone cannot successfully start up unless it is connected to the Ethernet network and it has registered with a Cisco Unified CallManager server.

These sections can assist you in determining the reason the phone is unable to start up properly:

•Identifying Error Messages, page 9-4

•Checking Network Connectivity, page 9-4

•Verifying TFTP Server Settings, page 9-4

Cisco Unified IP Phone Administration Guide for Cisco Unified CallManager 5.1 (SIP), Cisco Unified IP Phones

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Cisco Systems 7970G manual Troubleshooting and Maintenance Resolving Startup Problems

Contents

Cisco Unified IP Phones 7970G/7971G-GE Page Page Page N T E N T S Products Vii Adding Phones with Cisco Unified CallManager Administration Viii Disabling a Headset Customizing and Modifying Configuration Files Configuring a Custom Background Image Troubleshooting and Maintenance Xii Monitoring the Voice Quality of Calls Xiii Xiv Audience Overview Xvi Organization Related Documentation Cisco Unified CallManager AdministrationCisco Unified IP Phones 7970G/7971G-GE Xvii Obtaining Documentation TroubleshootingCisco.com Product Documentation DVD Cisco Product Security Overview Documentation FeedbackOrdering Documentation Xix For emergencies only security-alert@cisco.com Reporting Security Problems in Cisco Products Xxi Product Alerts and Field NoticesObtaining Technical Assistance Xxii Cisco Technical Support & Documentation Website Xxiii Submitting a Service RequestDefinitions of Service Request Severity Xxiv Obtaining Additional Publications and Information Convention Description Document ConventionsBoldface font Italic font Xxvi Italic screen font Xxvii Waarschuwing Belangrijke VeiligheidsinstructiesVaroitus Tärkeitä Turvallisuusohjeita Xxviii Warnung Wichtige SicherheitshinweiseAvvertenza Importanti Istruzioni Sulla Sicurezza Xxix Aviso Instruções Importantes DE Segurança Xxx Varning! Viktiga Säkerhetsanvisningar Xxxi Xxxii GEM Disse Anvisninger Xxxiii Xxxiv An Overview of the Cisco Unified IP Phone Cisco Unified IP Phone Understanding the Cisco Unified IP Phones 7970G/7971G-GEPage OL-11524-01 Unified CallManager System Guide What Networking Protocols Are Used?Networking Protocol Purpose Usage Notes Phones section on page 1-18 for Authentication on Cisco Unified IPRefer to the Supporting Network Configuration section on Related Topics Understanding the SIP Protocol Feature Overview Configuring Telephony Features Providing Users with Feature Information Topic Reference Understanding Security Features for Cisco Unified IP PhonesRefer to Cisco Unified CallManager Security Guide Topic Reference Overview of Supported Security Features Feature Description Authentication on Cisco Unified IP Phones section on More information, see the Device Configuration Menu Procedure Identifying Encrypted and Authenticated Phone CallsSelect Security Configuration Understanding Security Profiles Related Topic Supporting 802.1X Authentication on Cisco Unified IP Phones Required Network Components OL-11524-01 Security Restrictions OL-11524-01 CallManager System Guide CallManager AdministrationTask Purpose For More Information Refer to Cisco Unified Templates section on See the Configuring SoftkeySee the Setting Up Services Cisco Unified CallManager Installing Cisco Unified IP PhonesSee the Adding Users to Page See the Installing See the Providing PowerSee the Adjusting Placement of the Cisco IP Phone 7970 Guide SettingsNetwork Configuration OL-11524-01 A P T E R OL-11524-01 Vlan Telephony Features Available for the Phone, Providing Power to the Phone Power Type Guidelines Power GuidelinesPhone Power Consumption and Display Brightness Brightness Obtaining Additional Information about Power Power Outage Understanding Phone Configuration Files SIP Dial Rules Understanding the Phone Startup Process Step Description Related Topics Security Guide Unified CallManager Files, Understanding Requires MAC Method Address? Adding Phones to the Cisco Unified CallManager Database Adding Phones with Auto-Registration Adding Phones with Auto-Registration and Taps MAC Address of a Cisco Unified IP Phone section on Adding Phones with BAT Using Cisco Unified IP Phones with Different Protocols Converting an In-Use Phone from Sccp to SIP See the Configuring Startup Network Settings section onConverting a New Phone from Sccp to SIP Deploying a Phone in an Sccp and SIP Environment Converting an In-Use Phone from SIP to Sccp Determining the MAC Address of a Cisco Unified IP Phone Setting Up the Cisco Unified IP Phone Network Requirements Cisco Unified CallManager ConfigurationBefore You Begin Safety Setting Up the Cisco Unified IP Phone Before You Begin Handset Network and Access PortsNetwork and Access Ports, Handset, Speakerphone, Headset, Headset Speakerphone Http//plantronics.com Audio Quality Subjective to the User Using External Devices with Your Cisco Unified IP Phone Procedure Reference Installing the Cisco Unified IP PhoneSee the Providing Power to See the Headset section on Ports section on page 3-5 for See the Network and Access 130055 Adjusting Cisco Unified IP Phone Placement on the Desktop Adjusting the Placement of the Cisco Unified IP Phone See -2 below Securing the Phone with a Cable Lock Before You Begin Mounting the Phone to the Wall Parts Used in Wall Mounting the Cisco Unified IP Phone Verifying the Phone Startup Process OL-11524-01 Settings on the Cisco Unified IP Phone Configuring Startup Network Settings Before You Begin From the phone, press the Settings Security Configuration OL-11524-01 Configuring Settings on Cisco Unified IP Phone Related Topics Displaying a Configuration Menu Unlocking and Locking Options Editing Values Category Description Overview of Options Configurable from a Phone Values section on Network Configuration Menu Option Description To Change Refer to Cisco Unified CallManager Security Configuration Menu section Option Description To Change Vlan ID Scroll to the Dhcp Address Option Description To Change PC Vlan Device Configuration Menu Blank CallManager Configuration MenuState Device Pool Designation DescriptionUnified CallManager Security Guide CallManager Security Guide SIP General Configuration Menu, Line Settings Menu, SIP Configuration MenuDevice Device Settings SIP Profile Usecallmanager Line Settings Menu Call Preferences Menu This option can also be Http Configuration Menu URL Configuration Menu, Locale Configuration Menu NTP Configuration Menu UI Configuration Menu Incoming call on the same line when Parameters Media Configuration MenuAdministration System Enterprise Enabled or disabled for the phone. If Whose phone has the Recording Tone Receives. The remote party is the party Power Save Configuration Menu Security Configuration Menu Ethernet Configuration Menu Responses. Disabling the phone’s Network Configuration QoS Configuration Menu WAN by storing images locally Call Statistics Screen, Streaming Statistics, Security Configuration Menu Cisco Unified CallManager Security CTL File Screen section onList Screen section on Status section on See the 802.1X AuthenticationCTL File Screen Unlocking the CTL File Configuration Menu section on Trust List Screen 802.1X Authentication and Status Configuration Choose Settings SecurityAuthentication Device Authentication 802.1X Authentication Real-Time Status Configuring Features, Templates Services, and Users Feature Description Configuration Reference Telephony Features Available for the Phone System Guide, Call Pickup Administration GuideFeatures and Services Guide System Guide CallManager Features Cisco Unified CallManager New Administration Guide, CallChanged Information Guide Release 5.11, Cisco Unified Text, on the phone screen DND New and Changed Information Features and Services Guide section Services Guide, Presence Administration Guide, MusicSystem Guide, Music on CallManager System Guide, Cisco Unified CallManager System Administration Guide , Cisco Rings section on Creating Custom Phone Service Application Development Administration Guide, TimeSystem Guide, Time-of-Day Refer to the Cisco Unified IP Phone Configuring Corporate Directories and Personal Directories Configuring Personal Directory Configuring Corporate Directories Modifying Phone Button Templates Configuring Softkey Templates Setting Up Services Managing the User Options Web Pages Adding Users to Cisco Unified CallManager User Management End User Giving Users Access to the User Options Web Pages Customizing the Cisco Unified IP Phone Creating Custom Phone Rings Ringlist.xml File Format Requirements PCM File Requirements for Custom Ring Types Configuring a Custom Phone Ring List.xml File Format Requirements Creating Custom Background Images List.xml Example PNG File Requirements for Custom Background Images Configuring a Custom Background Image Configuring Wideband Headset Codec Configuring the Idle Display OL-11524-01 Page Field Description Field Description OL-11524-01 A P T E R CTL Model Information Screen Phones with Different Protocols See the Using Cisco Unified IPStatus Menu Select Status Messages Status Messages Screen Network Configuration Menu section CallManager Administration section onMessage Description Possible Explanation and Action Adding Phones with Cisco Unified Unified CallManager Administration Guide 802.1X Authentication option on the phone Settings Security ConfigurationAuthentication and Status section on Address. See the Network Configuration Message Description Possible Explanation and Action Network Configuration Menu section on Device Phone Phone. See the Firmware Versions ScreenSection on page 7-15 to verify the phone Section on page 4-7 section for details See the Network Configuration Menu Message Description Possible Explanation and Action Select Network Statistics Network Statistics Screen PC port is in a link up state and has auto-negotiated Select Firmware Versions Firmware Versions Screen Select Call Statistics Call Statistics Screen Monitoring the Voice Quality of Calls section on MOS LQK OL-11524-01 Monitoring the Cisco Unified IP Phone Remotely Http//IPaddress Accessing the Web Page for a PhoneNetwork Statistics, Device Logs, Streaming Statistics, Disabling and Enabling Web Page Access Choose Device Phone Device Information UDI Network Configuration Network Configuration Description Description Description Network Statistics Ethernet Information Area Items Description Device Logs Streaming Statistics MOS LQK Streaming Statistics Related Topics Page OL-11524-01 Troubleshooting and Maintenance Resolving Startup Problems Troubleshooting and Maintenance Resolving Startup Problems Identifying Error Messages Verifying IP Addressing and Routing Choose Tools Control Center Cisco CallManager Serviceability Creating a New Configuration File Symptom Cisco Unified IP Phone Unable to Obtain IP Address Identifying Intermittent Network Outages Cisco Unified IP Phone Resets UnexpectedlyVerifying Physical Connection Verifying Voice Vlan Configuration Verifying Dhcp SettingsChecking Static IP Address Settings Verifying that the Phones Have Not Been Intentionally Reset Eliminating DNS or Other Connectivity Errors Problem Possible Cause Checking Power Connection 802.1X Enabled on Phone but Not Authenticating 802.1X Not Enabled Summary Explanation General Troubleshooting Tips See the Call Statistics Screen section on page 7-16 for Unlocking and Locking Options section on page 4-4 for Halfduxcollisionexceedthreshold Performing a Basic Reset, Performing a Factory Reset, Operation Performing Explanation Performing a Basic ResetLocking Options section on Unlocking and Locking Options Performing a Factory Reset Monitoring the Voice Quality of Calls Using the Quality Report Tool Using Voice Quality Metrics Troubleshooting Tips Condition Where to Go for More Troubleshooting Information Cleaning the Cisco Unified IP Phone Providing Information to Users Via a Website How Users Obtain Support for the Cisco Unified IP Phone How Users Access the Online Help System on the Phone How Users Get Copies of Cisco Unified IP Phone Manuals Unified CallManager section on How Users Access a Voice Messaging System How Users Configure Personal Directory Click Next Configuring the Synchronizer OL-11524-01 P E N D I X B Cisco Unified IP Phone Features CMC Calling Features Cisco Unified IP Phone 7970G/7971G-GE Cisco Ipma User Guide Cisco IP Phone Service ApplicationDevelopment Notes for Release 4.13 or Cisco CallManager Attendant Console Cisco CallManager Features and ServicesUser Guide Cisco IP Phone Expansion Module Adding Language Overlays to Phone Buttons Supporting International Users Installing the Cisco Unified CallManager Locale Installer Specification Value or Range Technical Specifications Network and Access Port Pinouts Cable Specifications Pin Number Function Network Port ConnectorAccess Port Connector IN-1 Numerics IN-2 IN-3 IN-4 IN-5 IN-6 IN-7 IN-8 IN-9 IN-10 IN-11 IN-12 IN-13 Vlan IN-14