Cisco 7941G Troubleshooting And Maintenance
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Cisco 7941G Troubleshooting And Maintenance

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Troubleshooting and Maintenance
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Troubleshooting and Maintenance Overview
This chapter provides information that can assist you in troubleshooting problems with your Cisco Unified
IP Phone or with your IP telephony network. It also explains how to clean and maintain your phone.
For additional troubleshooting information, see the Using the 79xx Status Information For Troubleshooting
tech note. That document is available to registered Cisco.com users at this URL:
http://www.cisco.com/en/US/products/hw/phones/ps379/products_tech_note09186a00800945bd.shtml
Troubleshooting
This section contains the following topics.
Startup Problems
After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified Communications
Manager, the phone should start up as described in the
not start up properly, see the following sections for troubleshooting information.
Cisco Unified IP Phone Does Not Go Through Normal Startup Process
Problem
When you connect a Cisco Unified IP Phone into the network port, the phone should go through its normal
startup process and the LCD screen should display information.
Cause
If the phone does not go through the startup process, the cause may be faulty cables, bad connections, network
outages, lack of power, or the phone may not be functional.
Troubleshooting and Maintenance Overview, on page 1
Troubleshooting, on page 1
Maintenance, on page 22
Phone Startup Process
Verification. If the phone does
Troubleshooting and Maintenance
1

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Summary of Contents for Cisco 7941G

  • Page 1 Cisco Unified IP Phone Does Not Go Through Normal Startup Process Problem When you connect a Cisco Unified IP Phone into the network port, the phone should go through its normal startup process and the LCD screen should display information.
  • Page 2 • Disconnect a functioning Cisco Unified IP Phone from another port and connect it to this network port to verify the port is active. • Connect the Cisco Unified IP Phone that will not start up to a different network port that is known to be good.
  • Page 3 Problem The DNS settings may be incorrect. Solution If you are using DNS to see the TFTP server or to Cisco Unified Communications Manager, you must ensure that you have specified a DNS server. See Verify DNS Settings, on page...
  • Page 4 Solution If the Cisco CallManager service is not running, all devices on the network that rely on it to make phone calls are affected. If the TFTP service is not running, many devices cannot start up successfully. For more...

  • Page 5: Cisco Unified Ip Phone Resets Unexpectedly

    The phone displays Security Error on the screen. Cause When a Cisco Unified IP Phone boots, it performs an internal Power On Self Test (POST). POST checks for existing encryption functionality. If POST detects that encryption functionality is missing, the phone fails to boot, and the message “Security Error”...

  • Page 6: Intermittent Network Outages

    Intermittent Network Outages Solution Verify that the Ethernet connection to which the Cisco Unified IP Phone connects is up. For example, check whether the particular port or switch to which the phone connects is down and that the switch is not rebooting.
  • Page 7 Problem If the Cisco Unified IP Phone appears to reset during heavy network usage (for example, following extensive web surfing on a computer connected to same switch as phone), it is likely that you do not have a voice VLAN configured.

  • Page 8: Cisco Unified Ip Phone Security Problems

    Authentication Error, Phone Cannot Authenticate CTL File Problem A device authentication error occurs. Cause CTL file does not have a Cisco Unified Communications Manager certificate or has an incorrect certificate. Solution Install a correct certificate. Phone Cannot Authenticate CTL File Problem Phone cannot authenticate the CTL file.
  • Page 9 Problem Phone does not register with Cisco Unified Communications Manager. Cause The CTL file does not contain the correct information for the Cisco Unified Communications Manager server. Solution Change the Cisco Unified Communications Manager server information in the CTL file.
  • Page 10 If all the following conditions apply, • Phone cannot obtain a DHCP-assigned IP address 802.1X Enabled on Phone but Phone Does Not Authenticate • Phone does not register with Cisco Unified Communications Manager • Phone status display as Configuring IP or Registering •...

  • Page 11: Audio And Video Problems

    Troubleshooting and Maintenance 802.1X Not Enabled • If the shared secret is not configured, enter it, and ensure that it matches the shared secret on the authentication server. 802.1X Not Enabled Problem The phone does not have 802.1X configured. Cause These errors typically indicate that 802.1X is not enabled on the phone.

  • Page 12: General Telephone Call Problems

    A remote location (home office) phone that is connected through the VPN does not log missed, placed, or received calls. Cause Without explicitly setting the Alternate TFTP setting, the Cisco IP Phone cannot contact the TFTP server and download the configuration and other files, and function properly. Solution Set up the phone to use the Alternate TFTP server and configure the TFTP server IP address.

  • Page 13: Troubleshooting Procedures

    These procedures can be used to identify and correct problems. Set Up Remote Phone Cisco IP Phones that are configured for SSL VPN to ASA using the built-in client in a remote location (for example, a home office) have a special configuration requirement.

  • Page 14: Check Tftp Settings

    Procedure Step 1 On the Cisco Unified IP Phone, choose Settings > Network Configuration > IPv4 Configuration, and look at the following options: • DHCP Server: If you have assigned a static IP address to the phone, you do not need to enter a value for the DHCP Server option.

  • Page 15: Start Service

    Note • When you remove a phone from the Cisco Unified Communications Manager database, its configuration file is deleted from the Cisco Unified Communications Manager TFTP server. The phone’s directory number or numbers remain in the Cisco Unified Communications Manager database. They are called “unassigned DNs”...

  • Page 16: General Troubleshooting Information

    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 Cisco Unified IP Phone MAC Address Determination.
  • Page 17 See Unlock and Lock Options for details. Phone resetting The phone resets when it loses contact with the Cisco Unified Communications Manager software. This lost connection can be due to any network connectivity disruption, including cable breaks, switch outages, and switch reboots.
  • Page 18 The RxType and the TxType statistics show the codec device that is being used for a conversation between this Cisco Unified IP phone and the other device. The values of these statistics should match. If they do not, verify that the other device can handle the codec conversation, or that a transcoder is in place to handle the service.
  • Page 19 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.

  • Page 20: General Troubleshooting Tips For Cisco Unified Ip Phone Expansion Module

    If needed, enable Java debug. General Troubleshooting Tips for Cisco Unified IP Phone Expansion Module The following table provides general troubleshooting information for the Cisco Unified IP Phone Expansion Module. Table 2: Cisco Unified IP Phone Expansion Module Troubleshooting...

  • Page 21: Cisco Unified Ip Phone Reset Or Restore

    There are two general methods for resetting or restoring the Cisco Unified IP Phone. Basic Reset Performing a basic reset of a Cisco Unified IP Phone provides a way to recover if the phone experiences an error and provides a way to reset or restore various configuration and security settings.

  • Page 22: Additional Troubleshooting Information

    Do not power down the phone until it completes the factory reset process, and the main screen appears. Additional Troubleshooting Information If you have additional questions about troubleshooting the Cisco Unified IP Phones, these Cisco.com websites provide you with more tips.

  • Page 23: Quality Report Tool

    Phone. The QRT feature is installed as part of the Cisco Unified Communications Manager installation. You can configure Cisco Unified IP Phones with QRT. When you do so, users can report problems with phone calls pressing QRT. This softkey is available only when the Cisco Unified IP Phone is in the Connected, Connected Conference, Connected Transfer, or OnHook states.

  • Page 24: Voice Quality Metric Interpretation

    MOS LQK scores can vary based on the codec that the Cisco Unified IP Phone uses. The following codecs on the Cisco Unified IP Phones 7962G and 7942G provide these maximum MOS LQK scores under normal conditions with zero frame loss: •...

  • Page 25: Cisco Unified Ip Phone Cleaning

    Cisco Unified IP Phone Cleaning To clean your Cisco Unified IP phone, use a soft, dry cloth to wipe the phone screen. Do not apply liquids or powders directly on the phone. As with all non-weather-proof electronics, liquids and powders can damage the components and cause failures.
  • Page 26 Troubleshooting and Maintenance Cisco Unified IP Phone Cleaning Troubleshooting and Maintenance...

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