8 Troubleshooting the Cisco IP Phone

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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
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8 Troubleshooting the Cisco IP Phone

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