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

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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 IiiManager Key Expansion Module Settings on the Phone Interacting with Cisco Unified Wireless APs Configuring Personal Directory ViiStatus Menu ViiiTechnical Specifications Installing the Wall Mount for the Cisco Unified IP Phone E-1 Overview AudienceOrganization Chapter DescriptionXii Related Documentation Cisco Product Security OverviewCisco Unified IP Phones 8961, 9951, XiiiDocument Conventions Convention DescriptionBoldface font XivAn 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 PhoneFeatures 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 URLSee the LLDP-MED and Cisco Discovery Protocol White paperNologieswhitepaper0900aecd804cd46d.shtml SIPFeature Overview Cisco Unified Communications ManagerSystem Guide UDPConfiguring Telephony Features Related TopicProviding Users with Feature Information See the Overview of Supported Security Features section onTopic Reference See the Security Restrictions section onUnified 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 informationUnderstanding Security Profiles Identifying Secure Encrypted Phone CallsEstablishing and Identifying Secure Calls Security Restrictions with Conference Calls Supporting 802.1X Authentication on Cisco Unified IP Phones OverviewSecurity Restrictions OL-20861-01 Purpose For More Information Communications Manager Administration Administration GuideTask Purpose For More Information Chapter in the Cisco Unified Communications ManagerInstalling Cisco Unified IP Phones See the Configuring Startup Network Settings section onSee the Ethernet Setup Menu section on Wireless NetworkUser Guide Administration Guide Terminology InformationRefer to the Cisco Unified IP Phone 9951, and 9971 User Guide for CiscoA 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 GuidelinesPower Negotiation over Lldp Obtaining Additional Information About PowerUnderstanding Phone Configuration Files Understanding the Phone Startup Process Purpose Related TopicsRefer to Cisco Unified Communications Manager SecurityRequest the configuration file Configuration file defines how the Cisco Unified IP PhoneTask Purpose Related Topics Information for the phoneTool BAT updates information in the Cisco Unified Adding Phones with Auto-RegistrationRequires MAC Method Address? TapsAdding Phones with Auto-Registration and Taps Adding Phones Using BAT Phone Template ProcedureDetermining the MAC Address for a Cisco Unified IP Phone OL-20861-01 Before You Begin Network RequirementsCisco Unified Communications Manager Configuration Understanding the Cisco Unified IP Phone ComponentsNetwork and Computer Ports Handset RestAccessory Type Cisco AccessoryThird-Party Accessories SpeakerphoneUSB Port Data Information HeadsetsExternal Speakers and Microphone Disabling a Wired Headset Audio Quality Subjective to the UserHighlight 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 AccessoryPress the Applications button User guides that were provided with your headsetInstalling the Cisco Unified IP Phone Using External DevicesSee the Headsets section on page 3-5for See the Network and Computer PortsSection on page 3-3for guidelines WlanCisco 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 BeginSetting Up the Cisco Unified IP Color Key Expansion Module Cisco Unified IP Phone Model KEMs SupportedPower Information Connecting a Single KEM to the Cisco Unified IP PhoneRemoving a Key Expansion Module, Troubleshooting, Power Consumption206800 Cisco Unified IP Phone with Three KEMs Attached Key Expansion Module Settings on the Phone Upgrading the Key Expansion ModuleKEM starts to upgrade TroubleshootingRemoving a Key Expansion Module Setting Up the Cisco Unified Video Camera Configuring the Cisco Unified Video CameraAdjusting the Camera Settings Adjusting the Camera View AreaInstallation Procedure Select Accessories Highlight Cisco Unified CameraAdjusting the Brightness Setting Adjusting Auto Transmit SettingSelect View Area Select BrightnessPost-Installation Steps Using the Cisco Unified Video CameraUnderstanding the VoIP Wireless Network Understanding the Wireless LANUnderstanding Wlan Standards and Technologies This section describes the following conceptsStandards for Wlan Communications Part Number Band RangeUNII-2 UNII-3World Mode 802.11d Supported CountriesData Rates, Tx Power, Ranges, and Decibel Tolerances Radio Frequency RangesStandard Data Rate Range Receiver Sensitivity 802.11aWireless Modulation Technologies Data Rate Range Receiver Sensitivity 802.11b802.11b 802.11g 802.11a Dsss OfdmBluetooth Wireless Technology Voice QoS in a Wireless Network, VoIP Wlan Configuration,AP, Channel, and Domain Relationships WLANs and RoamingInteracting with Cisco Unified Wireless APs Components of the VoIP Wireless NetworkAssociating to APs Voice QoS in a Wireless Network NetworkOL-20861-01 Authentication Methods Security for Voice Communications in WLANsInteracting with Cisco Unified Communications Manager This section contains the following itemsAuthenticated Key Management Choosing AP Authentication and Encryption Methods Encryption MethodsOr Cckm Pre-shared key, WPA2 Pre-shared key, or CckmManagement Encryption Authentication Cisco AP Configuration Key CommonCisco Unified IP Phone VoIP Wlan Configuration Supported Access PointsSupported APs and Modes UnifiedConfiguring Wireless LAN Supported AntennasOL-20861-01 OL-20861-01 Configuring Settings on the Cisco Unified IP Phone Setup Menus on the Cisco Unified IP PhoneDisplaying a Setup Menu To display a submenu repeat StepIPv4 Setup Menu Options, Security Setup Menu, Displaying a Setup Menu,Unlocking and Locking Options Editing ValuesOption Description To Change Ethernet Setup MenuSelect button PC Vlan Configuration System Enterprise PhoneWlan 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 phoneTo the Configuring the Cisco CTL Client Trust List MenuSection in Cisco Unified Communications Manager Security Guide802.1X 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 VPNOL-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 PhonesUnified Communications Manager Features Services Guide, Call Pickup chapterCommunications Manager Features Unified Communications ManagerConfiguration System Enterprise Phone Administration Guide, Cisco Unified IPPhone Configuration chapter Administration Guide, Feature ControlServices Guide Manager Features and Services GuideDevice Phone BLFFeatures 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 screenSystem 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 fieldPhone Button Template for Personal Address Services Guide, External Call ControlBook or Speed Dials, Administration Guide, Hunt Group Configuration chapterManager Administration Guide Communications Manager FeatureChapters of Cisco Unified Communications Features and Services Guide, Malicious Administration Guide, Message WaitingServices Guide, Call Park and Directed Unified IP Phone 9971 User Guide for CiscoUnified Communications Manager SIP Monitoring section onGo to Product Specific Configuration Layout area and select Enable fromSimultaneously Peer Firmware Sharing may also aid in firmwareFeatures and Services Guide Barge Administration Guide, Phone ButtonPlar Unified Communications Manager SecurityFeatures and Services Guide, Quality QRTReport Tool chapter Creating Custom Phone Rings sectionOL-20861-01 Administration Guide, Conference Bridge Configuration chapterServices Guide, Cisco Unified Mobility Features and Services Guide, Cisco UnifiedAdministration Guide, Date/Time Group Administration Guide, Time PeriodSystem Guide, Time-of-Day Routing Park Monitoring Setting the Service Parameters for Park Monitoring Field DescriptionField Description List of Parameters Configuring Product Specific Configuration ParametersRtcp Configuring Corporate and Personal Directories Configuring Corporate DirectoriesConfiguring Personal Directory Override Common Settings Check BoxDedicated 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 PhoneCreating Custom Phone Rings Ringlist.xml File Format RequirementsConfiguring a Custom Phone Ring PCM File Requirements for Custom Ring TypesList.xml File Format Requirements Creating Custom Background ImagesList.xml Example Configuring a Custom Background Image PNG File Requirements for Custom Background ImagesConfiguring Wideband Codec Configuring the Idle Display Automatically Disabling the Cisco Unified IP Phone DisplayDisplay On and Off Configuration Fields Model Information Screen Model Information Screen, Status Menu,Information 10-1Status Menu 10-2Select Administrator Settings Status Messages ScreenSelect Status Messages Message Description Possible Explanation and ActionEthernet 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 details10-5 Unified CM Security Guide 10-6Ethernet Statistics Screen 10-7Select Status Ethernet Statistics 10-8Wlan Statistics Screen Port IPv4Select Wlan Statistics 10-910-10 Call Statistics Screen Select StatusSelect Call Statistics Call Statistics screen displays these itemsVoice-Quality Metrics MOS LQKCisco Unified IP Phone uses 10-12Select Administrator Settings Select Call Statistics 10-1310-14 Select Current Access Point Current Access Point Screen10-15 10-16 Monitoring the Cisco Unified IP Phone Remotely 11-1Accessing the Web Page for a Phone 11-2Enabling and Disabling Web Page Access Click Apply ConfigChoose Device Phone 11-3UDI Device Information11-4 About other phone settings. -2describes these items Network Setup11-5 11-6 11-7 Network Statistics 11-811-9 Lldp 11-10Device Logs Streaming Statistics5describes the items in the Streaming Statistics areas 11-11IP Phone uses 11-12Voice Quality Metrics Configuring Settings on the Cisco Unified IP Phone chapter11-13 11-14 Resolving Startup Problems 12-112-2 Identifying Error Messages 12-3Choose Tools Control Center Feature Services 12-4Resolve, the configuration file may be corrupted To create a new configuration file, follow these stepsExperiencing problems 12-5Cisco Unified IP Phone Resets Unexpectedly Symptom Cisco Unified IP Phone Unable to Obtain IP AddressVerifying the Physical Connection Identifying Intermittent Network OutagesVerifying Dhcp Settings Checking Static IP Address SettingsVerifying the Voice Vlan Configuration Verifying that the Phones Have Not Been Intentionally ResetChecking 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 12-11Halfduxcollisionexceedthreshold 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 Condition12-18 Providing Information to Users Via a Website How Users Access a Voice Messaging System How Users Configure Personal Directory Entries Installing the SynchronizerConfiguring the Synchronizer Supporting International Users Support for International Call LoggingOL-20861-01 Physical and Operating Environment Specifications Specification Value or RangeCable Specifications Network Port ConnectorNetwork and Computer Port Pinouts Pin Number FunctionComputer Port Connector Table C-3describes the Computer port connector pinoutsOL-20861-01 Basic Phone Administration Steps Example User Information for these ProceduresProceed to Configuring the Phone, page D-3 Adding a User From an External Ldap DirectoryChoose System Ldap Ldap Directory Click Perform Full Sync NowConfiguring the Phone Proceed to the section Configuring the Phone, page D-3Example johndoe Example doeOL-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 BeginFigure 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 bracketInstall 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 bracketFigure 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-1Technical specifications Using Ldap directories Call waiting Capf Certificate Authority Proxy FunctionCast IN-2DND IN-3Using Wired Headset port Hold Hold reversion Http Ethernet Statistics screenUSB HTTP, description HttpsCast 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