OL-23091-01 | Cisco Systems 8.6 instruction

Chapter 9 Troubleshooting and Maintenance

General Troubleshooting Tips

Table 9-2	Cisco Unified IP Phone Troubleshooting (continued)

Summary		Explanation

Peer Firmware Sharing fails.		If the Peer Firmware Sharing fails, the phone will default to using the TFTP
		server to download firmware. Access the log messages stored on the remote
		logging machine to help debug the Peer Firmware Sharing feature.
		Note These log messages are different from the log messages sent to the
		phone log.

Cisco VT Advantage/Unified Video		If you are having problems getting CVTA to work, make sure that the PC Port
Advantage (CVTA)		is enabled, and that CDP is enabled on the PC port.
		See Network Configuration Menu, page 4-5for more information.

Phone call cannot be established		The phone does not have a DHCP IP address, is unable to register to Cisco
		Unified Communications Manager, and shows a Configuring IP or Registering
		message.
		Verify the following:
		1. The Ethernet cable is attached.
		2. The Cisco CallManager service is running on the Cisco Unified
		Communications Manager server.
		3. Both phones are registered to the same Cisco Unified Communications
		Manager.
		4. Audio server debug and capture logs are enabled for both phones. If
		needed, enable Java debug.

Call established with the iLBC protocol		Call statistics display does not show iLBC as the receiver/sender codec.
does not show that the iLBC codec is		1. Check the following by using Cisco Unified Communications Manager
being used
being used		Administration:
		Administration:
		– Both phones are in the iLBC device pool.
		– The iLBC device pool is configured with the iLBC region.
		– The iLBC region is configured with the iLBC codec.
		2. Capture a sniffer trace between the phone and Cisco Unified
		Communications Manager and verify that SCCP messages,
		OpenReceiveChannel, and StationMediaTransmit messages have media
		payload type value equal to 86. If so, the problem is with the phone;
		otherwise, the problem is with the Cisco Unified Communications
		Manager configuration.
		3. Enable audio server debug and capture logs from both phones. If needed,
		enable Java debug.

	Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)
9-12	OL-23091-01

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Cisco Systems 8.6 manual OL-23091-01

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 Unified Communications Manager System Guide IPv6 Support on Cisco Unified IP PhonesCommunications Manager Security Guide Related Topics Feature Overview Configuring Telephony Features Providing Users with Feature Information Related Topic Communications Manager See Troubleshooting Guide for Cisco UnifiedTopic Reference Overview of Supported Security Features Feature Description Feature Description More information More information, see Device Configuration Menu,Understanding Security Profiles Establishing and Identifying Secure Conference Calls Establishing and Identifying Protected Calls Call Security Interactions and Restrictions Security Restrictions with Conference Calls Required Network Components Supporting 802.1X Authentication on Cisco Unified IP PhonesOverview Best Practices-Requirements and Recommendations Reducing Power Consumption on the Phones Security Restrictions OL-23091-01 Purpose For More Information Guide Communications Manager AdministrationSee Cisco Communications Manager 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 Type Guidelines Power GuidelinesPower Outage 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, Method Address? Adding Phones with Auto-RegistrationRequires Adding Phones with Auto-Registration and Taps Procedure Adding Phones with BAT Converting a New Phone from Sccp to SIP Using Cisco Unified IP Phones with Different ProtocolsSee Configuring Startup Network Settings, 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 Disabling a Headset Enabling a Wireless Headset on the Cisco Unified IP PhonesUsing External Devices 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 Apply Configuration Information dialog appears Feature Key Capacity Increase for Cisco Unified IP PhonesClick Apply Config Configuring Softkey Templates, Adjusting the Placement of the Cisco Unified IP PhoneAdjusting Cisco Unified IP Phone Placement on the Desktop 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 From the phone, choose Settings Security Configuration Configuring Startup Network SettingsConfiguring Security on the Cisco Unified IP Phones 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 ITL files, see Unlocking the CTL and ITL Files Cisco Unified Communications Manager SecurityGuide. For information about unlocking CTL 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 Device Phone Add a New Speed Dial Http Configuration MenuRouting Directory Number Locale Configuration Menu Is activated Reference NTP Configuration Menu for SIP PhonesNTP Configuration Menu for SIP Phones Phone Configuration UI Configuration MenuDevice Phone Phone Configuration Parameters User Preferences Audio Preferences Wideband Headset Gets used see Media Configuration MenuUser Preferences Audio Preferences Wideband Handset Media Configuration Menu See also Recording Tone That the remote party receives. The remote partyIs the party who is on a call with the party whose Preferences Audio Preferences Phone Configuration to set this valueUser Wideband Handset Communications Manager System Guide, Cisco Ethernet Configuration MenuFor more information, see the Cisco Unified 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 Trusted Srst router that is available to 802.1X Authentication and StatusAuthentication 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 Configuration VPN Configuration VPN Configuration SettingsChoose Settings Security 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 Restrictions Configuration System Enterprise PhoneServices Guide, External Call Transfer 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 System Guide, Conference Bridges Guide, CTI Route Point ConfigurationServices Guide, Custom Phone Rings 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 Manager System Guide, Cisco Unified IP Feature and Services Guide, IntercomSee Cisco Unified Communications Cisco Communications Manager System Features and Services Guide, MaliciousAdministration Guide, Message Waiting Plar Services Guide, Music On HoldMlpp Administration Guide, Modifying Phone Features and Services Guide BargeAdministration Guide, Phone Button Features and Services Guide, Quality Creating Custom Phone Rings, Features and Services Guide, CustomPhone 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 Administration Guide, Cisco Voice-Mail Configuring Product Specific Configuration ParametersCisco VT Advantage Administration Common Phone Profile Configuration Window Path ParametersDevice Device Settings Device Phone Product Configuring Personal Directory Configuring Corporate and Personal DirectoriesConfiguring Corporate Directories 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 Click Add Selected Giving Users Access to the User Options Web PagesManaging the User Options Web Pages 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 Choose Device Phone Setting up UCRConfiguring UCR 2008 in 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 PCM File Requirements for Custom Ring Types Configuring a Custom Phone RingCreating Custom Background Images 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 UDI Device InformationPhone. -1describes these items 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 Cisco Unified IP Phone uses MOS LQKInformation, see Monitoring the Voice Quality of Calls, 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 Message Description Possible Explanation and Action Status Messages ScreenSelect Status Messages 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 See Cisco Unified Communications Manager Security Configuration Menu, page 4-5for detailsProvided a DNS server. Check the Dhcp server 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 To exit the Expansion Module screen, press the Exit softkey Expansion Module Status ScreenSelect Expansion Module Select Call Statistics Press the Settings button Select StatusCall Statistics Screen 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 Verifying the Physical Connection Cisco Unified IP Phone Resets UnexpectedlySymptom Cisco Unified IP Phone Unable to Obtain IP Address 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 Unlocking and Locking Options, page 4-2for details General Troubleshooting TipsExplanation Halfduxcollisionexceedthreshold To resolve this problem, re-enable the port from the switchSummary Explanation OL-23091-01 Problem Solution Resetting or Restoring the Cisco Unified IP PhonesPerforming a Basic Reset Press the Services, Settings, or Directories Locking Options, page 4-2. Then press Performing a Factory ResetOptions see Unlocking and Locking Options Using the Quality Report Tool Monitoring the Voice Quality of Calls Using Voice Quality Metrics Metric Change Condition Where to Go for More Troubleshooting InformationTroubleshooting Tips 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 Programs Cisco Systems TabSync Ready to Install window displaysConfiguring the Synchronizer OL-23091-01 Feature Support by Protocol for Cisco Unified IP Phone Features MWI Manager FAC Tool Development Notes Cisco Unified IP Phone Service ApplicationSDK Compliance Supported 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 IN-2 PNG fileCapf Certificate Authority Proxy Function PCM file requirements Conference joining Configurable call forward displayClient matter codes IN-3 Fast dial B-3 IN-4 IN-5 Hold status Ihold Hold reversionHunt groups Immediate Divert enhanced feature IN-6 Host Name IPv4 Alternate Tftp Bootp Server Default Router IN-7 IN-8 CDP Cppdp Dhcp Http Rtcp RTP Sccp SIP TCP Tftp TLS UDPLldp 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 IN-13 Accessing Debug DisplayDisabling access to Ethernet Information Stream IN-14 IN-15