Eliminating DNS or Other Connectivity Errors | Cisco Systems 8.6

Chapter 9 Troubleshooting and Maintenance

Cisco Unified IP Phone Resets Unexpectedly

•Reset-Restart—Phone received a Reset/Restart request from Cisco Unified Communications Manager Administration.

Eliminating DNS or Other Connectivity Errors

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

Procedure

Step 1 Use the Erase softkey to reset phone settings to their default values. See Resetting or Restoring the Cisco Unified IP Phones, page 9-13for details.

Step 2 Modify DHCP and IP settings:

a.Disable DHCP. See Network Configuration Menu, page 4-5for instructions.

b.Assign static IP values to the phone. See Network Configuration Menu, page 4-5for instructions. Use the same default router setting used for other functioning Cisco Unified IP Phones.

c.Assign a TFTP server. See Network Configuration Menu, page 4-5for instructions. Use the same TFTP server used for other functioning Cisco Unified IP Phones.

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

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

Step 5 From Cisco Unified Communications Manager, choose Device > Phone > Find and verify that you have assigned the correct MAC address to this Cisco Unified IP Phone. For information about determining a MAC address, see Determining the MAC Address for a Cisco Unified IP Phones, page 2-13.

Step 6 Power cycle the phone.

Checking Power Connection

In most cases, a phone will restart if it powers up by using external power but loses that connection and switches to Power over Ethernet (PoE). Similarly, a phone may restart if it powers up by using PoE and then gets connected to an external power supply.

Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)

9-8	OL-23091-01

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Cisco Systems 8.6 manual Eliminating DNS or Other Connectivity Errors, Checking Power Connection

Contents

Americas Headquarters Text Part Number OL-23091-01Page N T E N T S Iii Manager Editing Values Telephony Features Available for the Cisco Unified IP Phone Network Configuration Vii Verifying Dhcp Settings Viii Technical Specifications D-1 OL-23091-01 Organization OverviewAudience Chapter Description Cisco Unified IP Phone 7900 Series Cisco Unified Communications Manager AdministrationRelated Documentation Cisco Unified Communications Manager Business Edition Convention Description Document ConventionsCisco Product Security Overview Boldface font Xiv An Overview of the Cisco Unified IP Phones Cisco Unified IP Phone 7962G Cisco Unified IP Phone 7942G Cisco Unified IP Phone 7941G and 7941G-GE What Networking Protocols are Used? Networking Protocol Purpose Usage Notes Dhcp CDPCppdp Cisco Tftp in the Cisco Unified Communications IPv6 in the Cisco Unified Communications Manager Features and Services GuideSee Network Configuration Menu, See the LLDP-MED and Cisco Discovery Protocol Communications Manager Security Guide IPv6 Support on Cisco Unified IP PhonesUnified Communications Manager System Guide Related Topics Feature Overview Configuring Telephony Features Providing Users with Feature Information Related Topic Topic Reference See Troubleshooting Guide for Cisco UnifiedCommunications Manager Overview of Supported Security Features Feature Description Feature Description Understanding Security Profiles More information, see Device Configuration Menu,More information Establishing and Identifying Secure Conference Calls Establishing and Identifying Protected Calls Call Security Interactions and Restrictions Security Restrictions with Conference Calls Overview Supporting 802.1X Authentication on Cisco Unified IP PhonesRequired Network Components Best Practices-Requirements and Recommendations Reducing Power Consumption on the Phones Security Restrictions OL-23091-01 Purpose For More Information See Cisco Communications Manager Communications Manager AdministrationGuide Administration Guide Installing Cisco Unified IP PhonesChecklist for Installing the Cisco Unified IP Phones Task Purpose For More Information See Feature Key Capacity Increase for Cisco See Providing Power to the Cisco Unified IPSee Installing the Cisco Unified IP Phones Phones, Choose Settings Network Configuration IPv4 See Configuring Startup Network SettingsNetwork Configuration IPv4 Configuration and configure Choosing Settings Network Configuration See Cisco Unified IP Phone 7962G, 7942G Network Configuration IPv6 Configuration and configureNetwork Configuration IPv6 Configuration 7961G, 7961G-GE, 7941G, and 7941G-GE A P T E R Related Topic Providing Power to the Cisco Unified IP Phones Power Outage Power GuidelinesPower Type Guidelines Understanding Phone Configuration Files Obtaining Additional Information about Power Understanding Phone Configuration Files Understanding the Phone Startup Process Resolving Startup Problems,Security Guide, Configuring the Cisco CTL Client Purpose Related Topics Security Guide, Security by Default Adding Phones with Auto-Registration, Requires Adding Phones with Auto-RegistrationMethod Address? Adding Phones with Auto-Registration and Taps Procedure Adding Phones with BAT See Configuring Startup Network Settings, Using Cisco Unified IP Phones with Different ProtocolsConverting a New Phone from Sccp to SIP Converting an In-Use Phone from One Protocol to the Other Deploying a Phone in an Sccp and SIP Environment OL-23091-01 Setting Up the Cisco Unified IP Phones Before You Begin Understanding the Cisco Unified IP Phone Components Cisco Unified Communications Manager ConfigurationNetwork and Access Ports, Handset, Speakerphone, Headset, Network Requirements Network and Access Ports Handset Headset Connecting a HeadsetSpeakerphone Audio Quality Using External Devices Enabling a Wireless Headset on the Cisco Unified IP PhonesDisabling a Headset See Adding Phones to the Cisco Unified Communications Installing the Cisco Unified IP PhonesBefore You Begin Adapter port See Network and Access Ports, page 3-3for guidelines Connect a straight-through Ethernet cable from Cisco Unified IP Phone 7962G and 7942G Cable Connections Attaching a Cisco Unified IP Phone Expansion Module Click Apply Config Feature Key Capacity Increase for Cisco Unified IP PhonesApply Configuration Information dialog appears Adjusting Cisco Unified IP Phone Placement on the Desktop Adjusting the Placement of the Cisco Unified IP PhoneConfiguring Softkey Templates, Securing the Phone with a Cable Lock Mounting the Phone to the Wall Parts Used in Wall Mounting the Cisco Unified IP Phone Verifying the Phone Startup Process Configuring Security on the Cisco Unified IP Phones Configuring Startup Network SettingsFrom the phone, choose Settings Security Configuration Related Topic Configuring Settings on the Cisco Unified IP Phones Configuration Menus on the Cisco Unified IP Phones Displaying a Configuration Menu Unlocking and Locking Options Editing Values Category Description Overview of Options Configurable from a PhoneIPv4 Network Settings PC Vlan Network Configuration Menu IPv6 Network Settings Option Description To Change Option Description To Change Unified CM, the data ConfigurationSystem Enterprise Phone Cannot be changed on VPN OL-23091-01 Option Description To Change Guide. For information about unlocking CTL Cisco Unified Communications Manager SecurityITL files, see Unlocking the CTL and ITL Files Configuration menu. a new From the new Tftp Server 4describes the IPv6 configuration menu options Option Description To Change Information about unlocking the CTL file, see Unlocking YesUnified Communications Manager Security Guide. For CTL and ITL Files, Understanding DHCPv6 and Autoconfiguration Device Configuration Menu State Unified CM Configuration MenuConfiguration in the Cisco Unified Communications Manager Designation Description Device Settings SIP Profile SIP Configuration Menu for SIP Phones OnlySIP General Configuration Menu See Cisco Unified Communications Manager Security Guide Line Settings Menu for SIP Phones Displaying a Configuration Menu, Device Configuration Menu, Call Preferences Menu for SIP Phones Routing Directory Number Http Configuration MenuDevice Phone Add a New Speed Dial Locale Configuration Menu Is activated NTP Configuration Menu for SIP Phones NTP Configuration Menu for SIP PhonesReference Phone Configuration UI Configuration MenuDevice Phone Phone Configuration Parameters User Preferences Audio Preferences Wideband Handset Gets used see Media Configuration MenuUser Preferences Audio Preferences Wideband Headset Media Configuration Menu Is the party who is on a call with the party whose That the remote party receives. The remote partySee also Recording Tone Preferences Audio Preferences Phone Configuration to set this valueUser Wideband Handset For more information, see the Cisco Unified Ethernet Configuration MenuCommunications Manager System Guide, Cisco Security Configuration Menu Web Page Access, QoS Configuration Menu Displaying a Configuration Menu, Network Configuration Menu, Network Configuration Menu Call Statistics Screen, Streaming Statistics, Option Description To Change Protocol. Settings include Enabled-default Disabled Settings Common Device Configuration See Table Proxy Function in Cisco Unified Communications Security Configuration MenuMIC LSC Cisco Unified Communications Operating System Administration Guide, SecurityCTL File Submenu Cisco Unified Communications Manager Unlocking the CTL and ITL Files ITL file, see Security by DefaultITL File Submenu Cisco Unified Communications Cisco Unified Unified Communications ManagerSecurity Guide Communications Operating Trust List Menu System Administrator GuideConfiguring the Cisco CTL Client in Cisco Unified Capf server used by the phone. Also displays Authentication 802.1X Authentication and StatusTrusted Srst router that is available to 802.1X Authentication EAP-MD5 Choose Settings Security Configuration802.1X Authentication Device EAP-MD5 25describes the 802.1X Authentication Real-Time Status VPN ConfigurationConnecting to VPN When the power is lost Choose Settings Security VPN Configuration SettingsConfiguration VPN Configuration AES128-SHA Concentrator 1, Concentrator 2, orConcentrator 3, as desired AES256-SHA DES-CBC3-SHA Configuring Features, Templates, Services, and Users Features and Services Guide, Barge Feature Description Configuration ReferenceAdministration Guide, Cisco Unified IP Choose System Service Parameter and select Services Guide, Call Pickup Administration Guide, SIP ProfileCommunications Manager Features Amwi Services Guide, External Call Transfer Configuration System Enterprise PhoneRestrictions Features and Services Guide, Call Back Services Guide, PresenceCommunications Manager Feature Features and Services Guide, Call Display Forward Maximum Hop Count service parameter Communications Manager System Guide Identification enabled During a call when it is being recordedServices Guide, Monitoring and Recording Incoming call information on the phone screen Services Guide, Cisco IP Manager Communications Features and ServicesUnified Communications Manager Features CMC Services Guide, Custom Phone Rings Guide, CTI Route Point ConfigurationSystem Guide, Conference Bridges Services Services Guide, Do Not DisturbPhone Services Configuration System Guide, Cisco Unified IP Phone Unified Communications Manager Features Administration Guide, Hunt List Feature, see Cisco Unified CommunicationsManager Features and Services Guide, Hold Administration Guide, CTI Route Point See Cisco Unified Communications Feature and Services Guide, IntercomManager System Guide, Cisco Unified IP Administration Guide, Message Waiting Features and Services Guide, MaliciousCisco Communications Manager System Mlpp Services Guide, Music On HoldPlar Administration Guide, Modifying Phone Features and Services Guide BargeAdministration Guide, Phone Button Features and Services Guide, Quality Phone Rings Features and Services Guide, CustomCreating Custom Phone Rings, Administration Guide, Conference Bridge Administration Device PhoneManager Administration System Unified Communications Manager Advantage and Cisco Unified Mobile Features and Services Guide, Cisco UnifiedMobility and Cisco Unified Mobility Communicator Integration Administration Guide, Device Pool On the call. The user might hear a monitoring Administration Guide, Time Period Configuration Layout pane and selectSettings Common Phone Profile, Manager Administration Guide Cisco VT Advantage Administration Configuring Product Specific Configuration ParametersAdministration Guide, Cisco Voice-Mail Common Phone Profile Configuration Window Path ParametersDevice Device Settings Device Phone Product Configuring Corporate Directories Configuring Corporate and Personal DirectoriesConfiguring Personal Directory Cisco Unified IP Phone 7942G Modifying Phone Button TemplatesCisco Unified IP Phone 7962G Cisco Unified IP Phone 7961G /7961G-GE Choose Device Device Settings Phone Services Find and List IP Phone Services window displays Configuring Softkey Templates Setting Up Services Adding Users to Cisco Unified Communications Manager Managing the User Options Web Pages Giving Users Access to the User Options Web PagesClick Add Selected Specifying Options that Appear on the User Options Web Pages Click Device Association Enabling EnergyWise on the Cisco Unified IP Phone Field Description Field Description Configuring UCR 2008 in Phone Setting up UCRChoose Device Phone Set the Https Service parameter to https only Configuring UCR 2008 in Common Phone ProfileConfiguring UCR 2008 in Enterprise Phone Configuration Choose Device Device Settings Common Phone Profile OL-23091-01 Customizing and Modifying Configuration Files Customizing the Cisco Unified IP Phones Creating Custom Phone Rings Ringlist.xml File Format Requirements Creating Custom Background Images Configuring a Custom Phone RingPCM File Requirements for Custom Ring Types List.xml File Format Requirements List.xml Example Configuring a Custom Background Image PNG File Requirements for Custom Background Images Configuring Wideband Codec Monitoring the Cisco Unified IP Phones Remotely Accessing the Web Page for a Phone Disabling and Enabling Web Page Access Click Update Phone. -1describes these items Device InformationUDI Network Configuration Templates, Services, and Users Description Cannot be changed on the phone Vlan PC Vlan Network Statistics OL-23091-01 Stream 1 and Stream Device LogsStreaming Statistics Stream 4, or the Stream 5 hyperlink Information, see Monitoring the Voice Quality of Calls, MOS LQKCisco Unified IP Phone uses Voice Quality Metrics Uses Related Topics A P T E R Model Information Screen For your phone, see Using the Certificate AuthoritySee Using Cisco Unified IP Phones with Different Status Menu Select Status Messages Status Messages ScreenMessage Description Possible Explanation and Action Authentication and Status, Address. See Network Configuration MenuConfiguration 802.1X Authentication option on Unified Communications Manager Security Guide Network Configuration Menu, page 4-5section If you are using DHCP, check the Dhcp server See Firmware Versions Screen, page 8-12to verify Configuration Menu, page 4-34for detailsMenu, page 4-5for details Device Phone Provided a DNS server. Check the Dhcp server Configuration Menu, page 4-5for detailsSee Cisco Unified Communications Manager Security Message Description Possible Explanation and Action Network Statistics Screen Select Status Network Statistics Port IPv4 Select Firmware Versions Firmware Versions ScreenIPv6 To exit the Firmware Version screen, press the Exit softkey Select Expansion Module Expansion Module Status ScreenTo exit the Expansion Module screen, press the Exit softkey Call Statistics Screen Press the Settings button Select StatusSelect Call Statistics Preceding 8-second interval of the voice stream. For more That the Cisco Unified IP Phone uses Using Test Tone Place a call Status Menu Troubleshooting and Maintenance Resolving Startup Problems Identifying Error Messages, Checking Network Connectivity, Checking Network Connectivity Identifying Error MessagesVerifying Tftp Server Settings Verifying IP Addressing and Routing Cisco CallManager and Tftp Services Are Not Running Verifying DNS SettingsVerifying Cisco Unified Communications Manager Settings Choose Tools Control Center Feature Services Creating a New Configuration File Be removed from the phone and deleted if necessary Symptom Cisco Unified IP Phone Unable to Obtain IP Address Cisco Unified IP Phone Resets UnexpectedlyVerifying the Physical Connection Verifying the 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 Checking Power Connection Troubleshooting Cisco Unified IP Phone Security Problem Possible Cause Explanation General Troubleshooting TipsUnlocking and Locking Options, page 4-2for details Summary Explanation To resolve this problem, re-enable the port from the switchHalfduxcollisionexceedthreshold OL-23091-01 Problem Solution Resetting or Restoring the Cisco Unified IP PhonesPerforming a Basic Reset Press the Services, Settings, or Directories Options see Unlocking and Locking Options Performing a Factory ResetLocking Options, page 4-2. Then press Using the Quality Report Tool Monitoring the Voice Quality of Calls Using Voice Quality Metrics Troubleshooting Tips Where to Go for More Troubleshooting InformationMetric Change Condition Cleaning the Cisco Unified IP Phone Giving Users Access to the User Options Web Pages Providing Information to Users Via a Website How Users Get Copies of Cisco Unified IP Phone Manuals How Users Access a Voice Messaging System How Users Subscribe to Services and Configure Phone Features How Users Configure Personal Directory Entries Installing the Synchronizer Configuring the Synchronizer Ready to Install window displaysPrograms Cisco Systems TabSync OL-23091-01 Feature Support by Protocol for Cisco Unified IP Phone Features MWI Manager FAC Tool SDK Compliance Supported Cisco Unified IP Phone Service ApplicationDevelopment Notes Cisco Unified Communications Manager Assistant Cisco Unified Communications Manager FeaturesServices Guide Cisco Unified IP Phone Expansion Module Supporting International Users Adding Language Overlays to Phone Buttons Support for International Call Logging 100-240 VAC, 50-60 Hz, 0.5 A-when using the AC adapter Physical and Operating Environment SpecificationsSpecification Value or Range Cisco Unified IP Phone 7962G and 7942G Network Port Connector Cable SpecificationsNetwork and Access Port Pinouts Pin Number Access Port Connector Pin Number Function OL-23091-01 Basic Phone Administration Steps Example User Information for these Procedures Choose System Ldap Ldap Directory Proceed to Configuring the Phone, page E-3Adding a User From an External Ldap Directory Click Perform Full Sync Now Example johndoe Configuring the PhoneProceed to the section Configuring the Phone, page E-3 Example doe Procedure OL-23091-01 Choose User Management End User Click Device Associations Performing Final End User Configuration Steps IN-1 Capf Certificate Authority Proxy Function PNG fileIN-2 PCM file requirements Conference joining Configurable call forward displayClient matter codes IN-3 Fast dial B-3 IN-4 Hunt groups Hold status Ihold Hold reversionIN-5 Immediate Divert enhanced feature IN-6 Host Name IPv4 Alternate Tftp Bootp Server Default Router IN-7 Lldp CDP Cppdp Dhcp Http Rtcp RTP Sccp SIP TCP Tftp TLS UDPIN-8 Dscp For Configuration IN-9 Description Establishing Identifying Restrictions IN-10 IN-11 Secure and nonsecure indication tone Mobile connect TLS Mobile voice access TransferTrivial File Transfer Protocol DNS Disabling access to Ethernet Information Accessing Debug DisplayIN-13 Stream IN-14 IN-15