General Troubleshooting Tips - Cisco 7961G - IP Phone VoIP Administration Manual

General Troubleshooting Tips

Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued)
Problem
Factory Reset Deleted 802.1X Shared Secret
Phone cannot obtain a
DHCP-assigned IP address
Phone does not register with
Cisco Unified CallManager
Phone status display as
"Configuring IP" or "Registering"
Cannot access phone menus to
verify 802.1X status
General Troubleshooting Tips
Table 9-2 Cisco Unified IP Phone Troubleshooting
Summary
Daisy-chaining IP phones.
Poor quality when calling digital cell
phones using the G.729 protocol.
Cisco Unified IP Phone 7961G/7961G-GE and 7941G/7941G-GE Administration Guide for Cisco Unified CallManager
9-14
Possible Cause
These errors typically indicate that the phone has completed a
factory reset while 802.1X was enabled. A factory reset deletes
the shared secret, which is required for 802.1X authentication
and network access. To resolve this, you have two options:
Temporarily disable 802.1X on the switch.
•
Temporarily move the phone to a network environment that
•
is not using 802.1X authentication.
Once the phone starts up normally in one of these conditions,
you can access the 802.1X configuration menus and re-enter the
shared secret.
Table 9-2 provides general troubleshooting information for the Cisco Unified IP
Phone.
Explanation
Do not connect an IP phone to another IP phone through the
access port. Each IP phone should directly connect to a switch
port. If you connect IP phones together in a line
(daisy-chaining), a problem with one phone can affect all
subsequent phones in the line. Also, all phones on the line share
bandwidth.
In Cisco Unified CallManager, you can configure the network
to use the G.729 protocol (the default is G.711). When using
G.729, calls between an IP phone and a digital cellular phone
will have poor voice quality. Use G.729 only when absolutely
necessary.
Chapter 9 Troubleshooting and Maintenance
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