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Huawei eSpace 7800 Troubleshooting Cases

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eSpace 7800&7900 IP Phone
Troubleshooting Cases
Issue
01
Date
2013-12-26
HUAWEI TECHNOLOGIES CO., LTD.

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Summary of Contents for Huawei eSpace 7800

  • Page 1 7800&7900 IP Phone Troubleshooting Cases Issue Date 2013-12-26 HUAWEI TECHNOLOGIES CO., LTD.
  • Page 2 Notice The purchased products, services and features are stipulated by the contract made between Huawei and the customer. All or part of the products, services and features described in this document may not be within the purchase scope or the usage scope. Unless otherwise specified in the contract, all statements, information, and recommendations in this document are provided "AS IS"...

  • Page 3: About This Document

    Changes between document issues are cumulative. The latest document issue contains all the changes made in earlier issues. Issue 01 (2013-12-26) This issue is used for first office application (FOA). Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 4: Table Of Contents

    About This Document .........................ii 1 Troubleshooting Methods ....................... 1 1.1 Checking Icons ................................1 1.1.1 eSpace 7800 Series IP Phone ............................. 1 1.1.2 eSpace 7900 Series IP Phone ............................. 3 1.2 Reviewing Logs ................................4 1.2.1 eSpace 7800 Series IP Phone ............................. 6 1.2.2 eSpace 7900 Series IP Phone .............................
  • Page 5 3.8 How to Retrieve Voice Messages ..........................32 3.9 How to Time Synchronize with the Network ......................33 3.10 Failed to Display the Peer Party's Information for an Incoming or Outgoing Call ........... 33 Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 6: Troubleshooting Methods

    Troubleshooting Methods 1.1 Checking Icons 1.1.1 eSpace 7800 Series IP Phone Table 1-1 Table 1-2 describe the icons that may display on eSpace 7800 series IP phones and their meanings. Table 1-1 Icons on the eSpace 7850&7830&7820&7810 screen Icon Description This icon blinks when network connection failed.
  • Page 7 Indicates upper-case input. Indicates that a call is muted. Indicates that a call is held. Indicates a voice mailbox. Indicates that the call forward function is enabled. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 8: Espace 7900 Series Ip Phone

    Meaning The network connectivity is abnormal. The network connectivity is normal but an IP address conflict occurs. The phone has been muted. The phone has been locked. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 9: Reviewing Logs

    Figure 1-1. Figure 1-1 Setting the Export System Log parameter Click Confirm. The IP phone automatically restarts, and the settings take effect.  Configuring the log server Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.
  • Page 10 Log in to an IP phone's web page, click the Upgrade tab, and click Advanced. Select Local from the Export System Log drop-down list box, as shown in Figure 1-3. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 11: Espace 7800 Series Ip Phone

    Figure 1-4 An example of the syslog.tar log file 1.2.1 eSpace 7800 Series IP Phone 1.2.2 eSpace 7900 Series IP Phone Exporting Logs eSpace 7910/eSpace 7950 stores logs about the registration and upgrade results to the log server for the maintenance personnel to diagnose and locate faults in time.
  • Page 12 These activities include login, logout, and authentication.  Debug: debug logs, which contain the system debugging operations performed by R&D engineers. Such logs facilitate code correction for R&D engineers. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 13: Using A Packet Capture Tool To Capture Packets

    Detailed log information. 1.3 Using a Packet Capture Tool to Capture Packets Applicable Models eSpace 7900 series and eSpace 7800 series Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 14: Performing Diagnose

    Fault Locating area.  (For eSpace 7800 series excluding eSpace 7870) Connect the network port of a PC to the PC port of an IP phone, and access the phone web page. On the Network > Advanced page, enable Span to PC port.
  • Page 15 After the system check is complete, the diagnose result is displayed. You can use Up and Down buttons to turn pages. If finding any abnormalities during the diagnose, contact the supplier. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 16: Troubleshooting Cases

    IP phone may be adapter, the power damaged. Try the 5 V power adapter recommended by Huawei. adapter does not comply If the IP phone still fails to start up, the IP phone is considered with the standard.

  • Page 17: Call Faults

    Check whether the microphone plays audio using the Microphone option on the Diagnose screen. For detailed operations, see section 1.4 "Performing diagnose." Solutions Contact your system service provider. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 18: Onhook/Offhook Failure

    If the IP phone fails to go onhook, the hookflash button is faulty. Solutions Contact your system service provider. 2.2 Network 2.2.1 Network Connection Failure Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom  eSpace 7900 series Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright ©...

  • Page 19: Failed To Obtain An Ip Address

    The network cable is faulty. Use a functional network cable. 2.2.2 Failed to Obtain an IP Address Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom An IP phone fails to obtain an IP address, and login to the IP phone fails.

  • Page 20: Failed To Obtain An Ip Address In Dhcp Mode

    The VLAN function is If the VLAN function is configured on the switch, also configured on the switch's configure the VLAN function on the IP phone. Specifically, Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 21: Failed To Connect To Esight In Https Mode

    View the device certificate on eSight. For detailed operations, see the related eSight document. The IP phone's system time Change the system time of the IP phone to be within the Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 22: Login And Registration

    2.3 Login and Registration 2.3.1 Registration Failure After an IP Address Is Manually Configured Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom After an IP address is manually configured for an IP phone and other related parameters such as the account and password are correctly set, the IP phone still fails to register with the SIP server.

  • Page 23: Failed To Register With The Uap (Espace U2980) In Uc2.0

    2.3.3 "No active AA server" Is Displayed During a Login Attempt Applicable Models eSpace 7900 series Applicable Versions All versions Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 24: Settings

    Add these accounts to the local address book of the IP phone. The BLF service has been enabled for the IP phone on the server, but the target accounts of the BLF Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 25: Upgrade Failure In Dhcp Option 246 Mode

    V100R001C01SPC400/500 Symptom A DHCP server has been configured on a model of Huawei Quidway S series switches, and the value of the Option 246 field has been set to the address of the eSpace7910&7950 V100R001C01SPC400/500 version file. However, an IP phone still fails to be upgraded to eSpace7910&7950 V100R001C01SPC400/500.

  • Page 26: Call Services

    39 31 30 2E 78 6D 6C 00 2.5 Call Services 2.5.1 Failed to Place Calls Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom An IP phone can answer incoming calls, but cannot place calls.

  • Page 27: Failed To Place Calls And Receive Calls

    Guide of the specific IP phone model. specified forwarded-to number or voicemail. 2.5.3 Failed to Place Calls and Receive Calls Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom An IP phone cannot place or receive any call.

  • Page 28: No Voice In Handset Mode

    2.5.5 No Voice in Handset Mode Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom When an IP phone is having a call in speaker mode, there is voice, but when the IP phone is having a call in handset mode, no voice can be heard.

  • Page 29: Failed To Hear The Peer Party During A Call

    7800&7900 IP Phone Troubleshooting Cases 2 Troubleshooting Cases 2.5.6 Failed to Hear the Peer Party During a Call Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom During a call, the user cannot hear the peer party.

  • Page 30: Failed To Hold A Local Conference In Uc2.0

    Solutions  Set the redundancy mode of the IP phone to Sequential.  Upgrade the software version of the IP phone. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 31: Calling Party's Name, Number, And Department Are Not Displayed On An Ip Phone With Ldap Configured

    IP phone (IP phone B). However, the softkey for retrieving the parked call is unavailable on IP phone B, or even if that softkey is available, the call fails to be retrieved. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 32: No Available Line" Displayed In A Local Conference Or Call Transfer

    NOTE conference service. If all lines are used up, release some configured lines first. 2.5.13 Request Terminated After a User Dials *125# Applicable Models eSpace 7800 series Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 33: Language Package

    Possible Causes and Solutions Possible Cause How to Resolve The encoding format of Use a text editor, for example, UE or Notepad++, to open the Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 34: Some Information Is Not Displayed In The Target Language After That Language (Imported Using A Language Package) Is Selected

    Download the tool.rar file of the latest version at translation templates http://support.huawei.com/enterprise/, and use the translation (espace7900_en.str and templates obtained from the tool.rar file. en-US.js) is not the latest. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 35: Espace 7900 Faqs

    The file type is not selected correctly. eSpace 7950 supports .wav ring tone files, .jpg, .gif, .bmp, and .rgb wallpaper files, and .csv and .vcf contact person files. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 36: How To Configure An Ip Phone To Ensure Its Functionality When The Live Network Also Has Iads And U1900 Series Gateways

    How can I set the language displayed on the screen? Answer Step 1 On the home screen, choose Apps > System > Language. Step 2 Select a language. Step 3 Press Select. ----End Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 37: How To Change The Default Ringtone

    How can I retrieve voice messages? Answer Step 1 Press the Message button. The Voicemail screen is displayed. Step 2 Select a voice message, and press Call to retrieve the message. ----End Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

  • Page 38: How To Time Synchronize With The Network

    Then, your IP phone displays the calling or called party's information that is searched out. Issue 01 (2013-12-26) Huawei Proprietary and Confidential Copyright © Huawei Technologies Co., Ltd.

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