Eliminating DNS or Other Connectivity Errors | Cisco Systems 7970G

Chapter 9 Troubleshooting and Maintenance

Cisco Unified IP Phone Resets Unexpectedly

Verifying that the Phones Have Not Been Intentionally Reset

If you are not the only administrator with access to Cisco Unified CallManager, you should verify that no one else has intentionally reset the phones.

You can check whether a Cisco Unified IP Phone received a command from Cisco Unified CallManager to reset by pressing the Settings button on the phone and choosing Status > Network Statistics. If the phone was recently reset one of these messages appears:

•Reset-Reset—Phone closed due to receiving a Reset/Reset from Cisco Unified CallManager administration.

•Reset-Restart—Phone closed due to receiving a Reset/Restart from Cisco Unified CallManager administration.

Eliminating DNS or Other Connectivity Errors

If the phone continues to reset, follow these steps to eliminate DNS or other connectivity errors:

Step 1 Use the Erase softkey to reset phone settings to their default values. See the “Resetting or Restoring the Cisco Unified IP Phone” section on page 9-17for details.

Step 2 Modify DHCP and IP settings.

a.Disable DHCP. See the “Network Configuration Menu” section on page 4-7 for instructions.

b.Assign static IP values to the phone. See the “Network Configuration Menu” section on page 4-7for instructions. Use the same default router setting used for other functioning Cisco Unified IP Phones.

c.Assign TFTP server. See the “Network Configuration Menu” section on page 4-7 for instructions. Use the same TFTP server used for other functioning Cisco Unified IP Phones.

Step 3 On the Cisco Unified CallManager server, verify that the local host files have the correct Cisco Unified CallManager server name mapped to the correct IP address.

Step 4 From Cisco Unified CallManager, choose System > Server and verify that the server is referred to by its IP address and not by its DNS name.

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

	OL-11524-01	9-11

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Cisco Systems 7970G manual Eliminating DNS or Other Connectivity Errors

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 Obtaining Technical Assistance Product Alerts and Field NoticesXxi Xxii Cisco Technical Support & Documentation Website Definitions of Service Request Severity Submitting a Service RequestXxiii Xxiv Obtaining Additional Publications and Information Convention Description Document ConventionsBoldface font Italic font Xxvi Italic screen font Varoitus Tärkeitä Turvallisuusohjeita Waarschuwing Belangrijke VeiligheidsinstructiesXxvii Avvertenza Importanti Istruzioni Sulla Sicurezza Warnung Wichtige SicherheitshinweiseXxviii 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 Networking Protocol Purpose Usage Notes What Networking Protocols Are Used?Unified CallManager System Guide Refer to the Supporting Authentication on Cisco Unified IPPhones section on page 1-18 for 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 Task Purpose For More Information CallManager AdministrationCallManager System Guide Refer to Cisco Unified See the Setting Up Services See the Configuring SoftkeyTemplates section on See the Adding Users to Installing Cisco Unified IP PhonesCisco Unified CallManager 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 Phone Power Consumption and Display Brightness Power GuidelinesPower Type Guidelines 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 a New Phone from Sccp to SIP See the Configuring Startup Network Settings section onConverting an In-Use 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 Before You Begin Cisco Unified CallManager ConfigurationNetwork Requirements Safety Setting Up the Cisco Unified IP Phone Before You Begin Network and Access Ports, Handset, Speakerphone, Headset, Network and Access PortsHandset 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 State CallManager Configuration MenuBlank 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 Administration System Enterprise Media Configuration MenuParameters 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 List Screen section on CTL File Screen section onCisco Unified CallManager Security CTL File Screen See the 802.1X AuthenticationStatus section on 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 Features and Services Guide Administration GuideSystem Guide, Call Pickup 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 Status Menu See the Using Cisco Unified IPPhones with Different Protocols 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 Section on page 7-15 to verify the phone Phone. See the Firmware Versions ScreenDevice 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 Network Statistics, Device Logs, Streaming Statistics, Accessing the Web Page for a PhoneHttp//IPaddress 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 Verifying Physical Connection Cisco Unified IP Phone Resets UnexpectedlyIdentifying Intermittent Network Outages Checking Static IP Address Settings Verifying Dhcp SettingsVerifying Voice Vlan Configuration 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 Development Notes for Release 4.13 or Cisco IP Phone Service ApplicationCisco Ipma User Guide 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 Access Port Connector Network Port ConnectorPin Number Function 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