8 Troubleshooting the Cisco IP Phone

CHAPTER 8Troubleshooting the Cisco IP PhoneThis chapter provides information that can assist you in troubleshooting problemswith your Cisco IP Phone or in your IP telephony network.For additional troubleshooting information, refer to the Using the 79xx StatusInformation For Troubleshooting tech note. This document is available toregistered Cisco.com users at this URL:http://www.cisco.com/warp/customer/788/AVVID/telecaster_trouble.htmlIf you need additional troubleshooting assistance, you can contact the Cisco TAC.The phone generates detailed logs that can assist the Cisco TAC withtroubleshooting and resolving problems.This chapter includes these topics:• Resolving Startup Problems, page 8-2• Troubleshooting Cisco IP Phone Security, page 8-12• General Troubleshooting Tips for the Cisco IP Phone, page 8-14• General Troubleshooting Tips for the Cisco IP Phone 7914 ExpansionModule, page 8-18• Cleaning the Cisco IP Phone, page 8-18• Resetting or Restoring the Cisco IP Phone, page 8-18• Using the Quality Report Tool, page 8-22• Where to Go for More Information, page 8-22OL-4825-02Cisco IP Phone Administration Guide for Cisco CallManager 4.18­1

Resolving Startup ProblemsChapter 8 Troubleshooting the Cisco IP PhoneResolving Startup ProblemsAfter installing a Cisco IP Phone into your network and adding it toCisco CallManager, the phone should start up as described in the “Verifying thePhone Startup Process” section on page 3-13. If the phone does not start upproperly, see the following sections for troubleshooting information:• Symptom: The Cisco IP Phone Does Not Go Through its Normal StartupProcess, page 8-2• Symptom: The Cisco IP Phone Does Not Register with Cisco CallManager,page 8-3• Symptom: Cisco IP Phone Resets Unexpectedly, page 8-9Symptom: The Cisco IP Phone Does Not Go Through its NormalStartup ProcessWhen you connect a Cisco IP Phone into the network port, the phone should gothrough its normal startup process and the LCD screen should displayinformation. If the phone does not go through the startup process, the cause maybe faulty cables, bad connections, network outages, lack of power, and so on. Or,the phone may not be functional.To determine whether the phone is functional, follow these suggestions tosystematically eliminate these other potential problems:1. Verify that the network port is functional:– Exchange the Ethernet cables with cables that you know are functional.– Disconnect a functioning Cisco IP Phone from another port and connectit to this network port to verify the port is active.– Connect the Cisco IP Phone that will not start up to a different port thatis known to be good.– Connect the Cisco IP Phone that will not start up directly to the port onthe switch, eliminating the patch panel connection in the office.8-2Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneResolving Startup Problems2. Verify that the phone is receiving power:– Verify that the electrical outlet is functional.– If you are using in-line power, use the external power supply instead.– If you are using the external power supply, switch with a unit that youknow to be functional.If after attempting these solutions, the LCD screen on the Cisco IP Phone does notdisplay any characters after at least five minutes, perform a factory reset of thephone (see the “Performing a Factory Reset” section on page 8-20). If the phonestill does not display characters, contact a Cisco technical support representativefor additional assistance.Symptom: The Cisco IP Phone Does Not Register withCisco CallManagerIf the phone proceeds past the first stage of the startup process (LED buttonsflashing on and off) but continues to cycle through the messages displaying on theLCD screen, the phone is not starting up properly. The phone cannot successfullystart up unless it is connected to the Ethernet network and it has registered with aCisco CallManager server.These sections can assist you in determining the reason the phone is unable to startup properly:• Identifying Error Messages, page 8-4• Registering the Phone with Cisco CallManager, page 8-4• Checking Network Connectivity, page 8-4• Verifying TFTP Server Settings, page 8-5• Verifying IP Addressing and Routing, page 8-5• Verifying DNS Settings, page 8-6• Verifying Cisco CallManager Settings, page 8-6• Cisco CallManager and TFTP Services Are Not Running, page 8-6• Creating a New Configuration File, page 8-7OL-4825-02Cisco IP Phone Administration Guide for Cisco CallManager 4.18-3

Resolving Startup ProblemsChapter 8 Troubleshooting the Cisco IP PhoneIn addition, problems with security may prevent the phone from starting upproperly. See the “Troubleshooting Cisco IP Phone Security” section onpage 8-12 for more information.Identifying Error MessagesAs the Cisco IP Phone models 7960G/7940G cycle through the startup process,you can access status messages that might provide you with information about thecause of a problem. See the “Status Messages Screen” section on page 6-3 forinstructions about accessing status messages and for a list of potential errors, theirexplanations, and their solutions.Registering the Phone with Cisco CallManagerChecking Network ConnectivityA Cisco IP Phone can register with a Cisco CallManager server only if the phonehas been added to the server or if auto-registration is enabled. Review theinformation and procedures in the “Adding Phones to the Cisco CallManagerDatabase” section on page 2-10 to ensure that the phone has been added to theCisco CallManager database.To verify that the phone is in the Cisco CallManager database, choose Device >Find from Cisco CallManager Administration to search for the phone based on itsMAC Address. For information about determining a MAC address, see the“Determining the MAC Address of a Cisco IP Phone” section on page 1-22.If the phone is already in the Cisco CallManager database, its configuration filemay be damaged. See the “Creating a New Configuration File” section onpage 8-7 for assistance.If the network is down between the phone and the TFTP server orCisco CallManager, the phone cannot start up properly. Ensure that the networkis currently running.8-4Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneResolving Startup ProblemsVerifying TFTP Server SettingsThe Cisco IP Phone uses the TFTP Server 1 setting to identify the primary TFTPserver used by the phone. You can determine this setting by pressing the Settingsbutton on the phone, choosing Network Configuration, and scrolling to theTFTP Server 1 option.If you have assigned a static IP address to the phone, you must manually enter asetting for the TFTP Server 1 option. See the “Network Configuration MenuOptions” section on page 4-5.If you are using DHCP, the phone obtains the address for the TFTP server fromthe DHCP server. Check the IP address configured in Option 150. Refer toConfiguring Windows 2000 DHCP Server for Cisco Call Manager, available atthis URL:http://www.cisco.com/warp/customer/788/AVVID/win2000_dhcp.htmlYou can also enable the phone to use an alternate TFTP server. Such a setting isparticularly useful if the phone was recently moved from a from one location toanother. See the “Network Configuration Menu Options” section on page 4-5 forinstructions.Verifying IP Addressing and RoutingYou should verify the IP addressing and routing settings on the phone. If you areusing DHCP, the DHCP server should provide these values. If you have assigneda static IP address to the phone, you must enter these values manually.On the Cisco IP Phone, press the Settings button, choose NetworkConfiguration, and look at the following options:• DHCP Server—If you have assigned a static IP address to the phone, you donot need to enter a value for the DHCP Server option. However, if you areusing a DHCP server, this option must have a value. If it does not, check yourIP routing and VLAN configuration. Refer to Troubleshooting Switch PortProblems, available at this URL:http://www.cisco.com/warp/customer/473/53.shtml• IP Address, Subnet Mask, Default Router—If you have assigned a static IPaddress to the phone, you must manually enter settings for these options. Seethe “Network Configuration Menu Options” section on page 4-5 forinstructions.OL-4825-02Cisco IP Phone Administration Guide for Cisco CallManager 4.18-5

Resolving Startup ProblemsChapter 8 Troubleshooting the Cisco IP PhoneIf you are using DHCP, check the IP addresses distributed by your DHCP server.Refer to Understanding and Troubleshooting DHCP in Catalyst Switch orEnterprise Networks, available at this URL:http://www.cisco.com/warp/customer/473/100.html#41Verifying DNS SettingsIf you are using DNS to refer to the TFTP server or to Cisco CallManager, youmust ensure that you have specified a DNS server. Verify this setting by pressingthe Settings button on the phone, choosing Network Configuration, andscrolling to the DNS Server 1 option. You should also verify that there is aCNAME entry in the DNS server for the TFTP server and for theCisco CallManager system.You must also ensure that DNS is configured to do reverse look-ups.Windows2000 is configured by default only to perform forward look-ups.Verifying Cisco CallManager SettingsOn the Cisco IP Phone, press the Settings button, choose NetworkConfiguration, and look at the CallManager 1–5 options. The Cisco IP Phoneattempts to open a TCP connection to all the Cisco CallManager servers that arepart of the assigned Cisco CallManager group. If none of these options contain IPaddresses or show Active or Standby, the phone is not properly registered withCisco CallManager. See the “Registering the Phone with Cisco CallManager”section on page 8-4 for tips on resolving this problem.Cisco CallManager and TFTP Services Are Not RunningIf the Cisco CallManager or TFTP services are not running, phones may not beable to start up properly. However, in such a situation, it is likely that you areexperiencing a system-wide failure and that other phones and devices are unableto start up properly.If the Cisco CallManager service is not running, all devices on the network thatrely on it to make phone calls will be affected. If the TFTP service is not running,many devices will not be able to start up successfully.8-6Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8Troubleshooting the Cisco IP PhoneResolving Startup ProblemsTo start a service, follow these steps:ProcedureStep 1 From Cisco CallManager Administration, choose Application >Cisco CallManager Serviceability.Step 2Step 3Step 4Choose Tools > Control Center.From the Servers column, choose the primary Cisco CallManager server.The page displays the service names for the server that you chose, the status ofthe services, and a service control panel to stop or start a service.If a service has stopped, click the Start button.The Service Status symbol changes from a square to an arrow.Creating a New Configuration FileIf you continue to have problems with a particular phone that other suggestions inthis chapter do not resolve, the configuration file may be corrupted. To create anew configuration file, follow these steps:ProcedureStep 1Step 2From Cisco CallManager, choose Device > Phone > Find to locate the phoneexperiencing problems.Choose Delete to remove the phone from the Cisco CallManager database.Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02 8-7

Resolving Startup ProblemsChapter 8 Troubleshooting the Cisco IP PhoneStep 3Step 4Add the phone back to the Cisco CallManager database. See the “Adding Phonesto the Cisco CallManager Database” section on page 2-10 for details.Power cycle the phone:• If the phone receives power from an external power source, unplug theEthernet cable from the Network port on the phone, then unplug the powersupply from the DC adaptor port on the phone. Next, reconnect the powersupply and then reconnect the Ethernet cabley.CautionAlways unplug the upstream Ethernet cable from the phone before unplugging thepower supply. Unplugging the power supply before unplugging the upstreamEthernet cable could result in a service interruption on the network.• If the phone receives inline power, unplug the cable from the Network port onthe phone and then plug it back in.Note • When you remove a phone from the Cisco CallManager database, itsconfiguration file is deleted from the Cisco CallManager TFTP server. Thephone’s directory number or numbers remain in the Cisco CallManagerdatabase. They are called “unassigned DNs” and can be used for otherdevices. If unassigned DNs are not used by other devices, delete them fromthe Cisco CallManager database. You can use the Route Plan Report to viewand delete unassigned reference numbers. Refer to Cisco CallManagerAdministration Guide for more information.• Changing the buttons on a phone button template, or assigning a differentphone button template to a phone, may result in directory numbers that are nolonger accessible from the phone. The directory numbers are still assigned tothe phone in the Cisco CallManager database, but there is no button on thephone with which calls can be answered. These directory numbers should beremoved from the phone and deleted if necessary.8-8Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneResolving Startup ProblemsSymptom: Cisco IP Phone Resets UnexpectedlyVerifying Physical ConnectionIf users report that their phones are resetting during calls or while idle on theirdesk, you should investigate the cause. If the network connection andCisco CallManager connection are stable, a Cisco IP Phone should not reset on itsown.Typically, a phone resets if it has problems connecting to the Ethernet network orto Cisco CallManager. These sections can help you identify the cause of a phoneresetting in your network:• Verifying Physical Connection, page 8-9• Identifying Intermittent Network Outages, page 8-9• Verifying DHCP Settings, page 8-10• Checking Static IP Address Settings, page 8-10• Verifying Voice VLAN Configuration, page 8-10• Verifying that the Phones Have Not Been Intentionally Reset, page 8-10• Eliminating DNS or Other Connectivity Errors, page 8-11Verify that the Ethernet connection to which the Cisco IP Phone is connected isup. For example, check if the particular port or switch to which the phone isconnected is down.Identifying Intermittent Network OutagesIntermittent network outages affect data and voice traffic differently. Yournetwork might have been experiencing intermittent outages without detection. Ifso, data traffic can resend lost packets and verify that packets are received andtransmitted. However, voice traffic cannot recapture lost packets. Rather thanretransmitting a lost network connection, the phone resets and attempts toreconnect its network connection.If you are experiencing problems with the voice network, you should investigatewhether an existing problem is simply being exposed.OL-4825-02Cisco IP Phone Administration Guide for Cisco CallManager 4.18-9

Resolving Startup ProblemsChapter 8 Troubleshooting the Cisco IP PhoneVerifying DHCP SettingsThe following suggestions can help you determine if the phone has been properlyconfigured to use DHCP:Checking Static IP Address Settings1. Verify that you have properly configured the phone to use DHCP. See the“Network Configuration Menu Options” section on page 4-5 for moreinformation.2. Verify that the DHCP server has been set up properly.3. Verify the DHCP lease duration. Cisco recommends that you set it to 8 days.Cisco IP Phones send messages with request type 151 to renew their DHCPaddress leases. If the DHCP server expects messages with request type 150,the lease will be denied, forcing the phone to restart and request a new IPaddress from the DHCP server.If the phone has been assigned a static IP address, verify that you have entered thecorrect settings. See the “Network Configuration Menu Options” section onpage 4-5 for more information.Verifying Voice VLAN ConfigurationIf the Cisco IP Phone appears to reset during heavy network usage (for example,following extensive web surfing on a computer connected to same switch asphone), it is likely that you do not have a voice VLAN configured.Isolating the phones on a separate auxiliary VLAN increases the quality of thevoice traffic. See the “Understanding How the Cisco IP Phone Interacts with theCisco Catalyst Family of Switches” section on page 2-3 for details.Verifying that the Phones Have Not Been Intentionally ResetIf you are not the only administrator with access to Cisco CallManager, youshould verify that no one else has intentionally reset the phones.8-10Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneResolving Startup ProblemsYou can check whether a Cisco IP Phone models 7960G/7940G received acommand from Cisco CallManager to reset by pressing the Settings button on thephone and choosing Status > Network Statistics. If the phone was recently resetone of these messages appears:• Reset-Reset—Phone closed due to receiving a Reset/Reset fromCisco CallManager administration.• Reset-Restart—Phone closed due to receiving a Reset/Restart fromCisco CallManager administration.Eliminating DNS or Other Connectivity ErrorsIf the phone continues to reset, follow these steps to eliminate DNS or otherconnectivity errors:ProcedureStep 1Step 2Step 3Step 4Reset the phone to factory defaults. See the “Resolving Startup Problems” sectionon page 8-2 for details.Modify DHCP and IP settings.a. Disable DHCP. See the “Network Configuration Menu Options” section onpage 4-5 for instructions.b. Assign static IP values to the phone. See the “Network Configuration MenuOptions” section on page 4-5 for instructions. Use the same default routersetting used for other functioning Cisco IP Phones.c. Assign a TFTP server. See the “Network Configuration Menu Options”section on page 4-5 for instructions. Use the same TFTP server used for otherfunctioning Cisco IP Phones.On the Cisco CallManager server, verify that the local host files have the correctCisco CallManager server name mapped to the correct IP address. Refer toConfiguring The IP Hosts File on a Windows 2000 CallManager Server, availableat this URL:http://www.cisco.com/warp/customer/788/AVVID/cm_hosts_file.htmlFrom Cisco CallManager, choose System > Server and verify that the server isreferred to by its IP address and not by its DNS name.OL-4825-02Cisco IP Phone Administration Guide for Cisco CallManager 4.18-11

Troubleshooting Cisco IP Phone SecurityChapter 8 Troubleshooting the Cisco IP PhoneStep 5Step 6From Cisco CallManager, choose Device > Phone and verify that you haveassigned the correct MAC address to this Cisco IP Phone. For information aboutdetermining a MAC address, see the “Determining the MAC Address of a CiscoIP Phone” section on page 1-22.Power cycle the phone:• If the phone receives power from an external power source, unplug theEthernet cable from the Network port on the phone, then unplug the powersupply from the DC adaptor port on the phone. Next, reconnect the powersupply and then reconnect the Ethernet cable.CautionAlways unplug the upstream Ethernet cable from the phone before unplugging thepower supply. Unplugging the power supply before unplugging the upstreamEthernet cable could result in a service interruption on the network.• If the phone receives inline power, unplug the cable from the Network port onthe phone and then plug it back in.Troubleshooting Cisco IP Phone SecurityTable 8-1 provides troubleshooting information for the security features on theCisco IP Phone. For information relating to the solutions for any of these issues,and for additional troubleshooting information about security and encryption,refer to Cisco CallManager Security Guide.Because third-party troubleshooting tools that sniff media and TCP packets do notwork after you enable encryption, you must use Cisco CallManagerAdministration to perform the following tasks if a problem occurs:• Analyze TCP packets for SCCP messages that are exchanged betweenCisco CallManager and the device• Extract the media encryption key material from SCCP messages and decryptthe media between the devices8-12Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneTroubleshooting Cisco IP Phone SecurityTable 8-1Cisco IP Phone Security TroubleshootingProblemLSC fails on the phone.Device authentication error.Phone cannot authenticate CTL file.Phone cannot authenticate any of the Bad TFTP record.configuration files other than theCTL file.Phone reports TFTP authorization • The TFTP address for the phone doesfailure.not exist in the CTL file.Phone does not register withCisco CallManager.Phone does not interact with thecorrect CAPF server to obtain thelocally-significant certificate.Phone does not request signedconfiguration files.Possible CauseCAPF configuration error.CTL file does not have aCisco CallManager certificate or has anincorrect certificate.The security token that signed theupdated CTL file does not exist in theCTL file on the phone.• If you created a new CTL file with anew TFTP record, the existing CTLfile on the phone may not contain arecord for the new TFTP server.The CTL file does not contain the correctinformation for the Cisco CallManagerserver.• The CAPF utility runs on a differentworkstation/server than is specifiedin the CTL file.• The CAPF certificate has changedsince the last update of the CTL file.• The CTL file does not contain anyTFTP server entry.• The CTL file does not contain anyTFTP entries with certificatesOL-4825-02Cisco IP Phone Administration Guide for Cisco CallManager 4.18-13

General Troubleshooting Tips for the Cisco IP PhoneChapter 8 Troubleshooting the Cisco IP PhoneGeneral Troubleshooting Tips for the Cisco IP PhoneTable 8-2 provides general troubleshooting information for the Cisco IP Phone.Table 8-2Cisco IP Phone TroubleshootingSummaryDaisy-chaining IP phones.Poor quality when calling digital cellphones using the G.729 protocol.Prolonged broadcast storms causeIP phones to re-register.Moving a network connection fromthe phone to a workstation.ExplanationDo not connect an IP phone to another IP phone through theaccess port. Each IP phone should directly connect to a switchport. If you connect IP phones together in a line(daisy-chaining), a problem with one phone can affect allsubsequent phones in the line. Also, all phones on the line sharebandwidth.In Cisco CallManager, you can configure the network to use theG.729 protocol (the default is G.711). When using G.729, callsbetween an IP phone and a digital cellular phone will have poorvoice quality. Use G.729 only when absolutely necessary.Prolonged broadcast storms (lasting several minutes) on thevoice VLAN cause the IP phones to re-register with anotherCisco CallManager server.If you are powering your phone through the networkconnection, you must be careful if you decide to unplug thephone’s network connection and plug the cable into a desktopcomputer.CautionThe computer’s network card cannot receive powerthrough the network connection; if power comesthrough the connection, the network card can bedestroyed. To protect a network card, wait 10seconds or longer after unplugging the cable fromthe phone before plugging it into a computer. Thisdelay gives the switch enough time to recognize thatthere is no longer a phone on the line and to stopproviding power to the cable.8-14Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneGeneral Troubleshooting Tips for the Cisco IP PhoneTable 8-2Cisco IP Phone Troubleshooting (continued)SummaryChanging the telephoneconfiguration.Phone resetting.LCD display issues.Dual-Tone Multi-Frequency (DTMF)delay.Codec mismatch between the phoneand another device.Sound sample mismatch between thephone and another device.ExplanationBy default, the network configuration options are locked toprevent users from making changes that could impact theirnetwork connectivity. You must unlock the networkconfiguration options before you can configure them. See the“Unlocking and Locking Configuration Options” section onpage 1-21 for details.The phone resets when it loses contact with theCisco CallManager software. This lost connection can be due toany network connectivity disruption, including cable breaks, switch outages, and switch reboots.If the display appears to have rolling lines or a wavy pattern, itmight be interacting with certain types of older fluorescentlights in the building. Moving the phone away from the lights,or replacing the lights, should resolve the problem.When you are on a call that requires keypad input, if you pressthe keys too quickly, some of them might not be recognized.The RxType and the TxType statistics show the codec that isbeing used for a conversation between this IP phone and theother device. These values of these statistics should match. Ifthey do not, verify that the other device can handle the codecconversation or that a transcoder is in place to handle theservice.See the “Call Statistics Screen” section on page 6-17 forinformation about displaying these statistics.The RxSize and the TxSize statistics show the size of the voicepackets that is being used a conversation between this IP phoneand the other device. The values of these statistics shouldmatch.See the “Call Statistics Screen” section on page 6-17 forinformation about displaying these statistics.OL-4825-02Cisco IP Phone Administration Guide for Cisco CallManager 4.18-15

General Troubleshooting Tips for the Cisco IP PhoneChapter 8 Troubleshooting the Cisco IP PhoneTable 8-2Cisco IP Phone Troubleshooting (continued)SummaryGaps in voice calls.Checking signaling.Checking the handset cradle clip.Checking the hook switch contacts.ExplanationCheck the AvgJtr and the MaxJtr statistics. A large variancebetween these statistics might indicate a problem with jitter onthe network or periodic high rates of network activity.See the “Call Statistics Screen” section on page 6-17 forinformation about displaying these statistics.To check that signaling is working properly between the phoneand Cisco CallManager, press the Speaker button on the phoneto answer a call. If you can answer a call and if you hear a dialtone, signaling is working properly.Cisco IP Phones are designed with a reversible cradle clip in thehandset. This clip is used with the plastic tab protruding outwhen the phone is in a vertical (wall-mounted) position. Theposition of the tab can interfere with the handset as it is placedin the cradle. If the phone remains in the on-hook position youmay experience continued ringing when you try to answer a callor a lack of dial tone when you try to place a call. To resolvethis problem, you may need to reverse the clip.If the handset cradle clip is in the wall-mounted position andyour phone is placed on a desktop, slide the clip upward toremove it. Rotate the clip 180 degrees and slide it back in so thatthe tab is hidden.If the hook switch remains in the down position, tapping on thephone should free up the switch. You can also try pushing andsuddenly releasing the off-hook button after the handset hasbeen picked up.The hook switch contacts on the phone use a wiping action toself-clean the contacts. If your phone is not used regularly, dustand other airborne contaminants may degrade the contactperformance and cause problems with operation. If you haveperiods of limited phone usage, you can clean the contacts byquickly pressing and releasing the hook switch a dozen times.8-16Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneGeneral Troubleshooting Tips for the Cisco IP PhoneTable 8-2Cisco IP Phone Troubleshooting (continued)SummaryChecking the position of the phone.Checking the LAN cable.Loopback condition.ExplanationThe footstand of the phone allows adjustment of the phone toeliminate glare on the LCD screen. When the phone is in themost vertical position, the phone may be forced forward and thehandset may not sit properly in the cradle, creating a falseoff-hook condition. Cisco recommends that you position thephone one notch from the most vertical position to ensure thatthe handset is firmly resting on the hook switch.Make sure that the LAN cable connected to the phone ispositioned properly. The LAN cable should pass out of the sideof the phone between the base and the footstand. If you areusing a cable (such as Cat-5E or Cat-6) with a larger diameterthan the cable that was packaged with your phone, the cablemay cause the phone to tilt forward and force it off-hook. Usea smaller LAN cable to eliminate this problem.A loopback condition can occur when the following conditionsare met:• The SW Port Configuration option in the NetworkConfiguration menu on the phone is set to 10H(10-BaseT / half duplex)• The phone receives power from an external power supply.• The phone is powered down (the power supply isdisconnected).In this case, the switch port on the phone can become disabledand the following message will appear in the switch consolelog:HALF_DUX_COLLISION_EXCEED_THRESHOLDTo resolve this problem, re-enable the port from the switch.OL-4825-02Cisco IP Phone Administration Guide for Cisco CallManager 4.18-17

Chapter 8 Troubleshooting the Cisco IP PhoneGeneral Troubleshooting Tips for the Cisco IP Phone 7914 Expansion ModuleGeneral Troubleshooting Tips for the Cisco IP Phone7914 Expansion ModuleTable 8-3 provides general troubleshooting information for the Cisco IP Phone7914 Expansion Module.Table 8-3Expansion Module TroubleshootingProblemNo display on the7914 Expansion ModuleSolutionVerify that all of the cable connections are correct.Verify that you have power to the Expansion Module(s).Lighted buttons on the first Verify that the 7914 Expansion Module is defined in7914 Expansion Module are all red. Cisco CallManager.Lighted buttons on the second Verify that the 7914 Expansion Module is defined in7914 Expansion Module are all Cisco CallManager.amber.Cleaning the Cisco IP PhoneTo clean your Cisco IP phone, use only a slightly dampened soft cloth to gentlywipe the phone and the LCD screen. Do not apply liquids or powders directly onthe phone. As with all non-weather-proof electronics, liquids and powders candamage the components and cause failures.Resetting or Restoring the Cisco IP PhoneThere are two general methods for resetting or restoring the Cisco IP Phone:• Performing a Basic Reset, page 8-19• Performing a Factory Reset, page 8-208-18Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneResetting or Restoring the Cisco IP PhonePerforming a Basic ResetPerforming a basic reset of a Cisco IP Phone provides a way to recover if thephone experiences an error and provides a way to reset or restore variousconfiguration and security settings.There are several ways to perform a basic reset, as described in Table 8-4. You canreset a phone with any of these operations after the phone has started up. Choosethe operation that is appropriate for your situation.NoteYou can use the Erase Configuration option in the Network Configuration menuto change these settings to their default values: Network Configuration menusettings (including password), Device Configuration menu settings, volumesettings, and contrast settings. To use this feature, choose Settings > NetworkConfiguration, scroll to the Erase Configuration option, press the Yes softkey,then press the Save softkey.Table 8-4Basic Reset MethodsOperation Performing ExplanationRestore configurationchanges and restartphoneRestore softkeyFrom any screen, press**#**.Choose Settings > moreand then press the Restoresoftkey.Resets any user and network configurationchanges that you have made but that the phone hasnot written to its Flash memory topreviously-saved settings, then restarts the phone.Resets any user and network configurationchanges that you have made but that the phone hasnot written to its Flash memory topreviously-saved settings.Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02 8-19

Resetting or Restoring the Cisco IP PhoneChapter 8 Troubleshooting the Cisco IP PhoneTable 8-4Basic Reset Methods (continued)Operation Performing ExplanationDefault softkeyErase softkeyChoose Settings > moreand press the Defaultsoftkey.Unlock phone options (seethe “Unlocking andLocking ConfigurationOptions” section onpage 1-21. Then chooseSettings > more and pressthe Erase softkey.Resets ring type, display contrast, handset volume,headset volume, speaker volume, and ringervolume to their default values.Resets user and network configuration settings totheir default values, deletes the CTL file from thephone, and restarts the phone.Performing a Factory ResetWhen you perform a factory reset of the Cisco IP Phone, the followinginformation is erased or reset to its default value:• CTL file—Erased• LSC—Erased• User configuration settings—Reset to default values• Network configuration settings—Reset to default values (optional)• Locale information—Reset to default value• Call histories—Erased8-20Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02

Chapter 8 Troubleshooting the Cisco IP PhoneResetting or Restoring the Cisco IP PhoneTo perform a factory reset of a phone, follow these steps:ProcedureStep 1Step 2Step 3Step 4Unplug the power cable from the phone and then plug it back in.The phone begins its power up cycle.Immediately press and hold # while the Headset, Mute, and Speaker buttons turnon and off in sequence.Release # after the Speaker button turns off.The Headset, Mute, and Speaker buttons flash in sequence to indicate that thephone is waiting for you to enter the key sequence for the reset.Press 123456789*0# within 60 seconds after the Headset, Mute, and Speakerbuttons begin to flash.If you repeat a key within the sequence (for example, if you press1223456789*0#), the sequence will still be accepted and the phone will reset.If you do not complete this key sequence or do not press any keys, the Headset,Mute, and Speaker buttons will stop flashing after 60 seconds and the phone willcontinue with its normal startup process. The phone will not reset.If you enter an invalid key sequence, the buttons will stop flashing immediatelyand the phone will continue with its normal startup process. The phone will notreset.If you enter this key sequence correctly, the phone displays this prompt:Keep network cfg? 1 = yes 2 = noTo maintain existing network configuration settings for the phone when the phoneresets, press 1. To reset network configuration settings when the phone resets,press 2.If you press another key or do not respond to this prompt within 60 seconds, thewill continue with its normal startup process and will not reset.Otherwise, the phone goes through the factory reset process.Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02 8-21

Using the Quality Report ToolChapter 8 Troubleshooting the Cisco IP PhoneUsing the Quality Report ToolThe Quality Report Tool (QRT) is a voice quality and general problem-reportingtool for the Cisco IP Phone models 7960G/7940G. This tool is installed as part ofthe Cisco CallManager installation.You can configure users’ Cisco IP Phone with QRT so they can report problemswith phone calls. Users can report issues by using the Cisco IP Phone softkeylabeled QRT. The QRT softkey is available only when the Cisco IP Phone is in theConnected, Connected Conference, Connected Transfer, and/or OnHook states.When users press the QRT softkey on their IP phone, they are presented with alist of problem categories. Users can then choose the appropriate problemcategory, and their feedback is logged in an XML file. Actual information loggeddepends on the user selection and whether the destination device is aCisco IP Phone.For more information about using QRT, refer to Cisco CallManagerServiceability Administration Guide and Cisco CallManager ServiceabilitySystem Guide.Where to Go for More InformationIf you have additional questions about troubleshooting the Cisco IP Phones,several Cisco.com web sites can provide you with more tips. Choose from thesites available for your access level:General Access• Cisco IP Phone Troubleshooting Resources:http://www.cisco.com/pcgi-bin/Support/PSP/psp_view.pl?p=Hardware:IP_Phones&s=Troubleshooting• Cisco Products and Technologies (Cisco Voice Applications, includingCisco CallManager):http://www.cisco.com/warp/public/44/jump/voice_applications.shtml• Cisco Products and Technologies (Telephony, including Cisco IP Phones):http://www.cisco.com/warp/public/44/jump/telephony.shtml8-22Cisco IP Phone Administration Guide for Cisco CallManager 4.1OL-4825-02