Eliminating DNS or Other Connectivity Errors | Cisco Systems 8961

Chapter 12 Troubleshooting and Maintenance

Cisco Unified IP Phone Resets Unexpectedly

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 Reset Settings menu to reset phone settings to their default values. See the “Resetting the Cisco Unified IP Phone” section on page 12-15for details.

Step 2 Modify DHCP and IP settings:

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

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

c.Assign a TFTP server. See the “Ethernet Setup Menu” section on page 7-4for 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 the “Determining the MAC Address for a Cisco Unified IP Phone” section on 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 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 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 8.5 (SIP)
12-8	OL-20861-01

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Cisco Systems 8961 manual Eliminating DNS or Other Connectivity Errors, Checking Power Connection, 12-8

Contents

Americas Headquarters Text Part Number OL-20862-01Page N T E N T S Iii Manager Key Expansion Module Settings on the Phone Interacting with Cisco Unified Wireless APs Configuring Personal Directory Vii Status Menu Viii Technical Specifications Installing the Wall Mount for the Cisco Unified IP Phone E-1 Overview AudienceOrganization Chapter Description Xii Related Documentation Cisco Product Security OverviewCisco Unified IP Phones 8961, 9951, Xiii Document Conventions Convention DescriptionBoldface font Xiv An Overview of the Cisco Unified IP Phone 1shows the main components of the Cisco Unified IP Phone 1describes the buttons on the Cisco Unified IP Phone Features on the Cisco Unified IP Phone 2shows the main components of the Cisco Unified IP Phone 2describes the buttons on the Cisco Unified IP Phone Features on the Cisco Unified IP Phone 3shows the main components of the Cisco Unified IP Phone 3describes the buttons on the Cisco Unified IP Phone Features on the Cisco Unified IP Phone Networking Protocol Purpose Usage Notes What Networking Protocols are Used?Communications Manager System Guide Authentication on Cisco Unified IP Phones section URL See the LLDP-MED and Cisco Discovery Protocol White paperNologieswhitepaper0900aecd804cd46d.shtml SIP Feature Overview Cisco Unified Communications ManagerSystem Guide UDP Configuring Telephony Features Related Topic Providing Users with Feature Information See the Overview of Supported Security Features section onTopic Reference See the Security Restrictions section on Unified Communications Manager Security Guide Overview of Supported Security FeaturesManager Feature Description Choose AdministratorIP Phone section on page 3-21for more information Cisco Unified Communications Manager Security Guide Phones section on page 1-22for more information Understanding Security Profiles Identifying Secure Encrypted Phone Calls Establishing and Identifying Secure Calls Security Restrictions with Conference Calls Supporting 802.1X Authentication on Cisco Unified IP Phones Overview Security Restrictions OL-20861-01 Purpose For More Information Communications Manager Administration Administration Guide Task Purpose For More Information Chapter in the Cisco Unified Communications Manager Installing Cisco Unified IP Phones See the Configuring Startup Network Settings section onSee the Ethernet Setup Menu section on Wireless Network User Guide Administration Guide Terminology InformationRefer to the Cisco Unified IP Phone 9951, and 9971 User Guide for Cisco A P T E R Cisco Communications Manager Administration Guide Providing Power to the Cisco Unified IP Phone Power Guidelines Power OutageReducing Power Consumption on the Phone Power Type Guidelines Power Negotiation over Lldp Obtaining Additional Information About Power Understanding Phone Configuration Files Understanding the Phone Startup Process Purpose Related Topics Refer to Cisco Unified Communications Manager Security Request the configuration file Configuration file defines how the Cisco Unified IP PhoneTask Purpose Related Topics Information for the phone Tool BAT updates information in the Cisco Unified Adding Phones with Auto-RegistrationRequires MAC Method Address? Taps Adding Phones with Auto-Registration and Taps Adding Phones Using BAT Phone Template Procedure Determining the MAC Address for a Cisco Unified IP Phone OL-20861-01 Before You Begin Network Requirements Cisco Unified Communications Manager Configuration Understanding the Cisco Unified IP Phone Components Network and Computer Ports Handset Rest Accessory Type Cisco AccessoryThird-Party Accessories Speakerphone USB Port Data Information HeadsetsExternal Speakers and Microphone Disabling a Wired Headset Audio Quality Subjective to the User Highlight the analog headset, then press the Setup softkey Select AccessoriesDisabling the USB Headset Wireless Headsets Adding a Bluetooth Wireless Headset to the Phone Select Add Bluetooth Accessory Press the Applications button User guides that were provided with your headset Installing the Cisco Unified IP Phone Using External Devices See the Headsets section on page 3-5for See the Network and Computer PortsSection on page 3-3for guidelines Wlan Cisco Unified IP Phone 8961 Connections Back Cisco Unified IP Phone 8961 Cable Connections Side Cisco Unified IP Phone 9951 Cable Connections Back Cisco Unified IP Phone 9951 Cable Connections Side Cisco Unified IP Phone 9971 Cable Connections Back Cisco Unified IP Phone 9971 Cable Connections Side Connecting the Footstand Cisco Unified IP Phone 8961, 9951, Securing the Phone with a Cable Lock Phone Display Viewing AngleMounting the Phone to the Wall Configuring Security on the Cisco Unified IP Phone Configuring Startup Network SettingsVerifying the Phone Startup Process To configure an LSC on the phone, perform these steps Before You Begin Setting Up the Cisco Unified IP Color Key Expansion Module Cisco Unified IP Phone Model KEMs Supported Power Information Connecting a Single KEM to the Cisco Unified IP PhoneRemoving a Key Expansion Module, Troubleshooting, Power Consumption 206800 Cisco Unified IP Phone with Three KEMs Attached Key Expansion Module Settings on the Phone Upgrading the Key Expansion Module KEM starts to upgrade TroubleshootingRemoving a Key Expansion Module Setting Up the Cisco Unified Video Camera Configuring the Cisco Unified Video Camera Adjusting the Camera Settings Adjusting the Camera View AreaInstallation Procedure Select Accessories Highlight Cisco Unified Camera Adjusting the Brightness Setting Adjusting Auto Transmit SettingSelect View Area Select Brightness Post-Installation Steps Using the Cisco Unified Video Camera Understanding the VoIP Wireless Network Understanding the Wireless LAN Understanding Wlan Standards and Technologies This section describes the following concepts Standards for Wlan Communications Part Number Band RangeUNII-2 UNII-3 World Mode 802.11d Supported Countries Data Rates, Tx Power, Ranges, and Decibel Tolerances Radio Frequency RangesStandard Data Rate Range Receiver Sensitivity 802.11a Wireless Modulation Technologies Data Rate Range Receiver Sensitivity 802.11b802.11b 802.11g 802.11a Dsss Ofdm Bluetooth Wireless Technology Voice QoS in a Wireless Network, VoIP Wlan Configuration,AP, Channel, and Domain Relationships WLANs and Roaming Interacting with Cisco Unified Wireless APs Components of the VoIP Wireless NetworkAssociating to APs Voice QoS in a Wireless Network Network OL-20861-01 Authentication Methods Security for Voice Communications in WLANsInteracting with Cisco Unified Communications Manager This section contains the following items Authenticated Key Management Choosing AP Authentication and Encryption Methods Encryption MethodsOr Cckm Pre-shared key, WPA2 Pre-shared key, or Cckm Management Encryption Authentication Cisco AP Configuration Key CommonCisco Unified IP Phone VoIP Wlan Configuration Supported Access PointsSupported APs and Modes Unified Configuring Wireless LAN Supported Antennas OL-20861-01 OL-20861-01 Configuring Settings on the Cisco Unified IP Phone Setup Menus on the Cisco Unified IP Phone Displaying a Setup Menu To display a submenu repeat Step IPv4 Setup Menu Options, Security Setup Menu, Displaying a Setup Menu,Unlocking and Locking Options Editing Values Option Description To Change Ethernet Setup MenuSelect button PC Vlan Configuration System Enterprise Phone Wlan Setup Menu Ssid Option Description To Change IPv4 Setup Menu Options To Cisco Unified Communications Manager Security Guide Cisco Unified Communications Manager Security Security Setup Menu See the 802.1X Authentication and TransactionLSC For this phone To the Configuring the Cisco CTL Client Trust List MenuSection in Cisco Unified Communications Manager Security Guide 802.1X Authentication and Transaction Status Use this procedure to connect through VPN VPN Configuration MenuProcedure Steps VPN Enabled If Auto-Detect Network Connection is disabled Choose Applications VPN OL-20861-01 Configuring Features, Templates, Services, and Users Feature Description Configuration Reference Features and Services Guide, BargeSystem Service Parameter and select System Guide, Cisco Unified IP Phones Unified Communications Manager Features Services Guide, Call Pickup chapterCommunications Manager Features Unified Communications Manager Configuration System Enterprise Phone Administration Guide, Cisco Unified IPPhone Configuration chapter Administration Guide, Feature Control Services Guide Manager Features and Services GuideDevice Phone BLF Features and Services Guide, Call Features and Services Guide, Cisco CallDisplay Restrictions chapter Forward Maximum Hop Count service parameter Administration Guide, DirectoryCisco Unified Communications Configure the call pickup feature to support During a call when it is being recordedServices Guide, Monitoring and Recording Incoming call information on the phone screen System Guide, Understanding Route Communications Features and ServicesExtention Mobility chapter in the Cisco Administration Features and Services GuideServices Guide, Cisco Extension Choose Device Device Defaults From the Bulk AdministrationDivert, go to the Cisco Unified IP Phone Load Information field Phone Button Template for Personal Address Services Guide, External Call ControlBook or Speed Dials, Administration Guide, Hunt Group Configuration chapter Manager Administration Guide Communications Manager FeatureChapters of Cisco Unified Communications Features and Services Guide, Malicious Administration Guide, Message Waiting Services Guide, Call Park and Directed Unified IP Phone 9971 User Guide for CiscoUnified Communications Manager SIP Monitoring section on Go to Product Specific Configuration Layout area and select Enable fromSimultaneously Peer Firmware Sharing may also aid in firmware Features and Services Guide Barge Administration Guide, Phone ButtonPlar Unified Communications Manager Security Features and Services Guide, Quality QRTReport Tool chapter Creating Custom Phone Rings section OL-20861-01 Administration Guide, Conference Bridge Configuration chapterServices Guide, Cisco Unified Mobility Features and Services Guide, Cisco Unified Administration Guide, Date/Time Group Administration Guide, Time PeriodSystem Guide, Time-of-Day Routing Park Monitoring Setting the Service Parameters for Park Monitoring Field Description Field Description List of Parameters Configuring Product Specific Configuration ParametersRtcp Configuring Corporate and Personal Directories Configuring Corporate DirectoriesConfiguring Personal Directory Override Common Settings Check Box Dedicated Feature Feature Buttons and SoftkeysButton Softkey Modifying a Phone Button Template for All Calls Modifying Phone Button TemplatesMcid Secure Service URL For PAB, enter the following URL Configuring Feature Control Policies Feature Default Value Setting Up ServicesUnified Communications Manager Administration Guide Adding Users to Cisco Unified Communications Manager Managing the User Options Web Pages Giving Users Access to the User Options Web PagesClick Add Selected OL-20861-01 Specifying Options that Appear on the User Options Web Pages Customizing and Modifying Configuration Files Customizing the Cisco Unified IP Phone Creating Custom Phone Rings Ringlist.xml File Format Requirements Configuring a Custom Phone Ring PCM File Requirements for Custom Ring Types List.xml File Format Requirements Creating Custom Background ImagesList.xml Example Configuring a Custom Background Image PNG File Requirements for Custom Background Images Configuring Wideband Codec Configuring the Idle Display Automatically Disabling the Cisco Unified IP Phone Display Display On and Off Configuration Fields Model Information Screen Model Information Screen, Status Menu,Information 10-1 Status Menu 10-2 Select Administrator Settings Status Messages ScreenSelect Status Messages Message Description Possible Explanation and Action Ethernet Setup Menu section on page 7-4for details If you are using DHCP, check the Dhcp serverOn assigning a static IP address Menu section on page 7-4section for details 10-5 Unified CM Security Guide 10-6 Ethernet Statistics Screen 10-7 Select Status Ethernet Statistics 10-8 Wlan Statistics Screen Port IPv4Select Wlan Statistics 10-9 10-10 Call Statistics Screen Select StatusSelect Call Statistics Call Statistics screen displays these items Voice-Quality Metrics MOS LQKCisco Unified IP Phone uses 10-12 Select Administrator Settings Select Call Statistics 10-13 10-14 Select Current Access Point Current Access Point Screen10-15 10-16 Monitoring the Cisco Unified IP Phone Remotely 11-1 Accessing the Web Page for a Phone 11-2 Enabling and Disabling Web Page Access Click Apply ConfigChoose Device Phone 11-3 UDI Device Information11-4 About other phone settings. -2describes these items Network Setup11-5 11-6 11-7 Network Statistics 11-8 11-9 Lldp 11-10 Device Logs Streaming Statistics5describes the items in the Streaming Statistics areas 11-11 IP Phone uses 11-12 Voice Quality Metrics Configuring Settings on the Cisco Unified IP Phone chapter11-13 11-14 Resolving Startup Problems 12-1 12-2 Identifying Error Messages 12-3 Choose Tools Control Center Feature Services 12-4 Resolve, the configuration file may be corrupted To create a new configuration file, follow these stepsExperiencing problems 12-5 Cisco Unified IP Phone Resets Unexpectedly Symptom Cisco Unified IP Phone Unable to Obtain IP AddressVerifying the Physical Connection Identifying Intermittent Network Outages Verifying Dhcp Settings Checking Static IP Address SettingsVerifying the Voice Vlan Configuration Verifying that the Phones Have Not Been Intentionally Reset Checking Power Connection Eliminating DNS or Other Connectivity Errors12-8 Problem Possible Cause Troubleshooting Cisco Unified IP Phone Security12-9 Summary Explanation General Troubleshooting Tips12-10 Displaying these statistics 12-11 Halfduxcollisionexceedthreshold To resolve this problem, re-enable the port from the switch12-12 12-13 12-14 Performing Explanation Resetting the Cisco Unified IP Phone12-15 Monitoring the Voice Quality of Calls Using the Quality Report Tool12-16 Where to Go for More Troubleshooting Information Cleaning the Cisco Unified IP PhoneTroubleshooting Tips Metric Change Condition 12-18 Providing Information to Users Via a Website How Users Access a Voice Messaging System How Users Configure Personal Directory Entries Installing the Synchronizer Configuring the Synchronizer Supporting International Users Support for International Call Logging OL-20861-01 Physical and Operating Environment Specifications Specification Value or Range Cable Specifications Network Port ConnectorNetwork and Computer Port Pinouts Pin Number Function Computer Port Connector Table C-3describes the Computer port connector pinouts OL-20861-01 Basic Phone Administration Steps Example User Information for these Procedures Proceed to Configuring the Phone, page D-3 Adding a User From an External Ldap DirectoryChoose System Ldap Ldap Directory Click Perform Full Sync Now Configuring the Phone Proceed to the section Configuring the Phone, page D-3Example johndoe Example doe OL-20861-01 OL-20861-01 Choose User Management End User Performing Final End User Configuration StepsClick Device Associations Installing the Wall Mount for Cisco Unified IP Phone Installing the Bracket Before You Begin Figure E-2 Mounting the Wall Bracket Figure E-3 Attaching the Phone Bracket Figure E-4 Preparing the Handset Hook Figure E-5 Attaching the Cables Figure E-6 Attaching the Phone to the Wall Bracket Machine Installing the Bracket Figure E-8 Mounting the Wall Bracket Figure E-9 Attaching the Phone Bracket Figure E-10 Preparing the Handset Hook Figure E-11 Plugging the Power Cord into the Phone Figure E-12 Attaching the Phone to the Wall Bracket Cisco Unified IP Phone Non-Lockable Wall Mount 345749 Components Ethernet Cable Wall bracket Install Non-Lockable Wall Mount for phone Figure F-4 Mount the Wall Bracket Figure F-5 Attach the Phone Bracket Figure F-6 Remove Phone from Non-Lockable Wall Mount Figure F-7 Attach phone to wall bracket Figure F-8 Tab location Figure F-9 345743 Screws Anchors Phone bracket Before You Begin Figure F-13 Bracket Installation Figure F-14 Attach Phone Bracket Figure F-15 Figure F-16 Attach Phone to Wall Bracket Figure F-17 Figure F-18 OL-20861-01 Numerics IN-1 Technical specifications Using Ldap directories Call waiting Capf Certificate Authority Proxy FunctionCast IN-2 DND IN-3 Using Wired Headset port Hold Hold reversion Http Ethernet Statistics screenUSB HTTP, description Https Cast CDP Dhcp Http Rtcp RTP SIP TCP Tftp UDP MICIN-5 IN-6 Trust List Security profiles IntentionallyIN-7 IN-8 DNS VPN TftpIN-9 IN-10