Contents

 

Network Statistics

8-7

 

Device Logs

8-8

 

 

Streaming Statistics

8-9

 

Troubleshooting and Maintenance 9-1

C H A P T E R 9

 

Resolving Startup Problems 9-1

 

Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process 9-2

 

Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications

 

Manager

9-2

 

 

Identifying Error Messages

9-3

 

 

 

 

Checking Network Connectivity

9-3

 

 

 

 

Verifying TFTP Server Settings

9-3

 

 

 

 

Verifying IP Addressing and Routing

9-3

 

 

 

Verifying DNS Settings

9-4

 

 

 

 

 

 

Cisco CallManager and TFTP Services Are Not Running

9-4

 

Creating a New Configuration File

9-4

 

 

 

Registering the Phone with Cisco Unified Communications Manager 9-5

 

Symptom: Cisco Unified IP Phone Unable to Obtain IP Address

9-5

 

Cisco Unified IP Phone Resets Unexpectedly

9-6

 

 

 

Verifying the Physical Connection

 

9-6

 

 

 

 

Identifying Intermittent Network Outages

9-6

 

 

 

Verifying DHCP Settings 9-6

 

 

 

 

 

 

Checking Static IP Address Settings

9-7

 

 

 

 

Verifying the Voice VLAN Configuration

9-7

 

 

 

Verifying that the Phones Have Not Been Intentionally Reset

9-7

 

Eliminating DNS or Other Connectivity Errors

9-7

 

 

Checking Power Connection

9-8

 

 

 

 

 

 

General Troubleshooting Tips

9-8

 

 

 

 

 

 

Resetting or Restoring the Cisco Unified IP Phone

9-10

 

 

Performing a Basic Reset

9-10

 

 

 

 

 

 

Performing a Factory Reset

9-11

 

 

 

 

 

 

Monitoring the Voice Quality of Calls

9-11

 

 

 

 

Troubleshooting Tips 9-12

 

 

 

 

 

 

 

Where to Go for More Troubleshooting Information

9-12

 

 

Cleaning the Cisco Unified IP Phone

9-13

 

 

 

 

Providing Information to Users Via a Website

 

 

 

A P P E N D I X A

A-1

 

 

 

How Users Obtain Support for the Cisco Unified IP Phone A-1

 

Cisco Unified IP Phone 6921, 6941, and 6961 Administration Guide for Cisco Unified Communications Manager 7.1 (SCCP)

 

viii

OL-19025-01

 

 

 

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Cisco Systems OL-19025-01 manual Troubleshooting and Maintenance