Cisco Systems 8961 Troubleshooting Cisco Unified IP Phone Security, Problem Possible Cause, 12-9

Chapter 12 Troubleshooting and Maintenance

Troubleshooting Cisco Unified IP Phone Security

Troubleshooting Cisco Unified IP Phone Security

Table 12-1provides troubleshooting information for the security features on the Cisco Unified IP Phone. For information relating to the solutions for any of these issues, and for additional troubleshooting information about security, refer to Cisco Unified Communications Manager Security Guide.

Table 12-1 Cisco Unified IP Phone Security Troubleshooting

Problem

Possible Cause

CTL File Problems

Device authentication error.	CTL file does not have a Cisco Unified Communications Manager
	certificate or has an incorrect certificate.
Phone cannot authenticate CTL file.	The security token that signed the updated CTL file does not exist
	in the CTL file on the phone.
Phone cannot authenticate any of the configuration	There is a bad TFTP record.
files other than the CTL file.	The configuration file may not be signed by the corresponding
	certificate in the phone’s Trust List.
Phone cannot authenticate any of the configuration	The configuration file may not be signed by the corresponding
files other than ITL file.	certificate in the phone’s Trust List.
Phone reports TFTP authorization failure.	• The TFTP address for the phone does not exist in the CTL file.
	• If you created a new CTL file with a new TFTP record, the
	existing CTL file on the phone may not contain a record for the
	new TFTP server.
Phone does not register with Cisco Unified	The CTL file does not contain the correct information for the Cisco
Communications Manager.	Unified Communications Manager server.
Phone does not request signed configuration files.	The CTL file does not contain any TFTP entries with certificates.

802.1X Enabled on Phone but Not Authenticating

Phone cannot obtain a DHCP-assigned IP address.

Phone does not register with Cisco Unified Communications Manager.

Phone status display as “Configuring IP” or “Registering”.

802.1X Authentication Status displays as “Held” (see the “802.1X Authentication and Transaction Status” section on page 7-15for more details).

Status menu displays 802.1X status as “Failed” (see the “Status Menu” section on page 10-2for more details).

These errors typically indicate that 802.1X authentication is enabled on the phone, but the phone is unable to authenticate.

1.Verify that you have properly configured the required components (see the “Supporting 802.1X Authentication on Cisco Unified IP Phones” section on page 1-22for more information).

2.Confirm that the shared secret is configured on the phone (see the“802.1X Authentication and Transaction Status” section on page 7-15for more information).

–If the shared secret is configured, verify that you have the same shared secret entered on the authentication server.

–If the shared secret is not configured, enter it, and ensure that it matches the one on the authentication server.

	Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 8.5 (SIP)
OL-20861-01		12-9