Cisco Systems IP Phone OL 21035 01 User Manual

C H A P T E R  
6
Troubleshooting and Maintenance  
This chapter provides information that can assist you in troubleshooting problems with your ATA 187 or  
with your IP telephony network. It also explains how to clean and maintain your phone.  
This chapter includes these topics:  
Resolving Startup Problems  
After installing an ATA 187 into your network and adding it to Cisco Unified Communications Manager,  
the phone should start up as described in the Installing the ATA 187, page 3-3. If the phone does not start  
up properly, see the following sections for troubleshooting information:  
Symptom: The ATA 187 Does Not Go Through its Normal Startup Process  
When you connect a phone in the network port, the phone should go through its normal startup process  
as described in the Verifying the ATA 187 Startup Process, page 3-3. If the phone does not go through  
the startup process, the cause may be 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 to systematically eliminate these  
other potential problems:  
1. Verify that the network port is functional:  
Exchange the Ethernet cables with cables that you know are functional.  
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Resolving Startup Problems  
Verifying DNS Settings  
If you are using DNS to refer to the TFTP server or to Cisco Unified Communications Manager, you  
must ensure that you have specified a DNS server. Verify this setting by entering http://x.x.x.x where  
x.x.x.x is the IP address of the ATA 187. You should also verify that there is a CNAME entry in the DNS  
server for the TFTP server and for the Cisco Unified Communications Manager system.  
You must also ensure that DNS is configured to do reverse look-ups.  
Verifying Cisco Unified Communications Manager Settings  
Enter http://x.x.x.x where x.x.x.x is the IP address of the ATA 187 to find the active and standby Cisco  
Unified Communications Manager settings.  
Cisco Unified Communications Manager and TFTP Services Are Not Running  
If the Cisco Unified Communications Manager or TFTP services are not running, phones may not be  
able to start up properly. However, in such a situation, it is likely that you are experiencing a system-wide  
failure, and that other phones and devices are unable to start up properly.  
If the Cisco Unified Communications Manager service is not running, all devices on the network that  
rely 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.  
To start a service, follow these steps:  
Procedure  
Step 1  
From Cisco Unified Communications Manager Administration, choose Cisco Unified Serviceability  
from the Navigation drop-down list.  
Step 2  
Step 3  
Choose Tools > Control Center - Network Services.  
Choose the primary Cisco Unified Communications Manager server from the Server drop-down list.  
The window displays the service names for the server that you chose, the status of the services, and a  
service control panel to stop or start a service.  
Step 4  
If a service has stopped, click its radio button and then click the Start button.  
The Service Status symbol changes from a square to an arrow.  
Note  
A service must be activated before it can be started or stopped. To activate a service, choose Tools >  
Service Activation.  
Creating a New Configuration File  
If you continue to have problems with a particular phone that other suggestions in this chapter do not  
resolve, the configuration file may be corrupted.  
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Chapter 6 Troubleshooting and Maintenance  
Resolving Startup Problems  
To create a new configuration file, follow these steps:  
Procedure  
Step 1  
From Cisco Unified Communications Manager, choose Device > Phone > Find to locate the phone  
experiencing problems.  
Step 2  
Step 3  
Choose Delete to remove the phone from the Cisco Unified Communications Manager database.  
Add the phone back to the Cisco Unified Communications Manager database. See Attaching a Phone to  
the ATA 187, page 3-3 for details.  
Step 4  
Note  
Power cycle the phone.  
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” and can be used for other devices. If unassigned DNs are not used by other devices,  
delete them from the Cisco Unified Communications Manager database. You can use the Route Plan  
Report to view and delete unassigned reference numbers. See the Cisco Unified Communications  
Manager Administration Guide for more information.  
Note  
Changing the buttons on a phone button template, or assigning a different phone button template to a  
phone, may result in directory numbers that are no longer accessible from the phone. The directory  
numbers are still assigned to the phone in the Cisco Unified Communications Manager database, but  
there is no button on the phone with which calls can be answered. These directory numbers should be  
removed from the phone and deleted if necessary.  
Registering the Phone with Cisco Unified Communications Manager  
A phone can register with a Cisco Unified Communications Manager server only if the phone has been  
added to the server or if auto-registration is enabled. Review the information and procedures in the  
Attaching a Phone to the ATA 187, page 3-3 to ensure that the phone has been added to the  
Cisco Unified Communications Manager database.  
To verify that the phone is in the Cisco Unified Communications Manager database, choose Device >  
Phone > Find from Cisco Unified Communications Manager Administration to search for the phone  
based on its MAC Address. For information about determining a MAC address, see Determining the  
MAC Address of an ATA 187, page 2-7.  
If the phone is already in the Cisco Unified Communications Manager database, its configuration file  
may be damaged. See Adding Users to Cisco Unified Communications Manager, page 4-6 for assistance.  
Symptom: ATA 187 Unable to Obtain IP Address  
If a phone is unable to obtain an IP address when it starts up, the phone may be not be on the same  
network or VLAN as the DHCP server, or the switch port to which the phone is connected may be  
disabled.  
Make sure that the network or VLAN to which the phone is connected has access to the DHCP server,  
and make sure that the switch port is enabled.  
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Chapter 6 Troubleshooting and Maintenance  
ATA 187 Resets Unexpectedly  
ATA 187 Resets Unexpectedly  
If users report that their phones are resetting during calls or while idle on their desk, you should  
investigate the cause. If the network connection and Cisco Unified Communications Manager  
connection are stable, a Cisco Unified IP Phone should not reset on its own.  
Typically, a phone resets if it has problems connecting to the Ethernet network or to  
Cisco Unified Communications Manager. These sections can help you identify the cause of a phone  
resetting in your network:  
Verifying Physical Connection  
Verify that the Ethernet connection to which the ATA 187 is connected is up. For example, check whether  
the particular port or switch to which the phone is connected is down and that the switch is not rebooting.  
Also make sure that there are no cable breaks.  
Identifying Intermittent Network Outages  
Intermittent network outages affect data and voice traffic differently. Your network might have been  
experiencing intermittent outages without detection. If so, data traffic can resend lost packets and verify  
that packets are received and transmitted. However, voice traffic cannot recapture lost packets. Rather  
than retransmitting a lost network connection, the phone resets and attempts to reconnect its network  
connection.  
If you are experiencing problems with the voice network, you should investigate whether an existing  
problem is simply being exposed.  
Verifying DHCP Settings  
Follow this process to help determine if the phone has been properly configured to use DHCP:  
Procedure  
Step 1  
Verify that you have properly configured the phone to use DHCP. See Configuring Startup Network  
Settings, page 3-4 for more information.  
Step 2  
Step 3  
Verify that the DHCP server has been set up properly.  
Verify the DHCP lease duration. Cisco recommends that you set it to 8 days.  
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ATA 187 Resets Unexpectedly  
The ATA 187 sends messages with request type 151 to renew the DHCP address leases. If the DHCP  
server expects messages with request type 150, the lease will be denied, forcing the ATA 187 to restart  
and request a new IP address from the DHCP server.  
Checking Static IP Address Settings  
If the phone has been assigned a static IP address, verify that you have entered the correct settings. See  
Understanding Phone Configuration Files, page 2-3 for more information.  
Verifying Voice VLAN Configuration  
If the ATA 187 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.  
Isolating the phones on a separate auxiliary VLAN increases the quality of the voice traffic.  
Eliminating DNS or Other Connectivity Errors  
If the phone continues to reset, follow these steps to eliminate DNS or other connectivity errors:  
Procedure  
Step 1  
Step 2  
Use the IVR to reset phone settings to their default values. See Accessing the IVR and Configuring Your  
Phone Setting, page 8-1 for details.  
Modify DHCP and IP settings:  
a. Disable DHCP.  
b. Assign static IP values to the phone. See Understanding Phone Configuration Files, page 2-3 for  
instructions. Use the same default router setting used for other functioning ATA 187.  
c. Assign TFTP server. Use the same TFTP server used for other functioning ATA 187.  
Step 3  
Step 4  
Step 5  
On the Cisco Unified Communications Manager server, verify that the local host files have the correct  
Cisco Unified Communications Manager server name mapped to the correct IP address.  
From Cisco Unified Communications Manager, choose System > Server and verify that the server is  
referred to by its IP address and not by its DNS name.  
From Cisco Unified Communications Manager, choose Device > Phone and verify that you have  
assigned the correct MAC address to this Cisco Unified IP Phone. For information about determining a  
MAC address, see Determining the MAC Address of an ATA 187, page 2-7.  
Step 6  
Power cycle the phone.  
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Troubleshooting ATA 187 Security  
Checking Power Connection  
In most cases, a phone will restart if it powers up by using external power but loses that connection and  
switches to PoE. Similarly, a phone may restart if it powers up by using PoE and then gets connected to  
an external power supply.  
Troubleshooting ATA 187 Security  
Table 6-1 provides troubleshooting information for the security features on the ATA 187. For  
information relating to the solutions for any of these issues, and for additional troubleshooting  
information about security, see the Cisco Unified Communications Manager Security Guide.  
Table 6-1  
ATA 187 Security Troubleshooting  
Problem  
Possible Cause  
CTL File Problems  
Device authentication error.  
CTL file does not have a  
Cisco Unified Communications Manager  
certificate or has an incorrect certificate.  
Phone cannot authenticate CTL file.  
The security token that signed the updated CTL  
file does not exist in the CTL file on the phone.  
Phone cannot authenticate any of the configuration The configuration file may not be signed by the  
files other than ITL file.  
corresponding certificate in the phone’s Trust List.  
Phone does not register with  
Cisco Unified Communications Manager.  
The CTL file does not contain the correct  
information for the  
Cisco Unified Communications Manager server.  
Phone does not request signed configuration files. The CTL file does not contain any TFTP entries  
with certificates.  
General Troubleshooting Tips  
Table 6-2 provides general troubleshooting information for the ATA 187.  
Table 6-2  
ATA 187 Troubleshooting  
Summary  
Explanation  
Daisy-chaining phones  
Cisco does not support connecting a phone to another phone through  
the PC port. Each phone should directly connect to a switch port. If  
phones are connected together in a line (by using the PC port), the  
phones will not work.  
Poor quality when calling mobile In Cisco Unified Communications Manager, you can configure the  
phones using the G.729 protocol network to use the G.729 protocol (the default is G.711). When  
using G.729, calls between a phone and a mobile phone will have  
poor voice quality. Use G.729 only when absolutely necessary.  
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General Troubleshooting Tips  
Table 6-2  
ATA 187 Troubleshooting (continued)  
Summary  
Explanation  
Prolonged broadcast storms  
cause phones to reset, or be  
A prolonged Layer 2 broadcast storm (lasting several minutes) on  
the voice VLAN may cause phones to reset, lose an active call, or  
unable to make or answer a call be unable to initiate or answer a call. Phones may not come up until  
a broadcast storm ends.  
Moving a network connection  
If you are powering your phone through the network connection,  
from the phone to a workstation you must be careful if you decide to unplug the phone’s network  
connection and plug the cable into a desktop computer.  
Caution  
The computer’s network card cannot receive power  
through the network connection; if power comes through  
the connection, the network card can be destroyed. To  
protect a network card, wait 10 seconds or longer after  
unplugging the cable from the phone before plugging it  
into a computer. This delay gives the switch enough time  
to recognize that there is no longer a phone on the line  
and to stop providing power to the cable.  
Changing the phone  
configuration  
By default, the network configuration options are locked to prevent  
users from making changes that could impact their network  
connectivity. You must unlock the network configuration options  
before you can configure them.  
Dual-Tone Multi-Frequency  
(DTMF) delay  
When you are on a call that requires keypad input, if you press the  
keys too quickly, some of them might not be recognized.  
Codec mismatch between the  
phone and another device  
The RxType and the TxType statistics show the codec that is being  
used for a conversation between this ATA 187 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.  
Sound sample mismatch  
The RxSize and the TxSize statistics show the size of the voice  
between the phone and another packets that are being used in a conversation between this ATA 187  
device  
and the other device. The values of these statistics should match.  
Gaps in voice calls  
Check the AvgJtr and the MaxJtr statistics. A large variance  
between these statistics might indicate a problem with jitter on the  
network or periodic high rates of network activity.  
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Where to Go for More Troubleshooting Information  
Table 6-2  
ATA 187 Troubleshooting (continued)  
Summary  
Explanation  
Loopback condition  
A loopback condition can occur when the following conditions are  
met:  
The SW Port Configuration option in the Network  
Configuration menu on the phone is set to 10 Half  
(10-BaseT/half duplex)  
The phone receives power from an external power supply  
The phone is powered down (the power supply is disconnected)  
In this case, the switch port on the phone can become disabled and  
the following message will appear in the switch console log:  
HALF_DUX_COLLISION_EXCEED_THRESHOLD  
To resolve this problem, re-enable the port from the switch.  
One-way audio  
When at least one person in a call does not receive audio, IP  
connectivity between phones is not established. Check the  
configurations in routers and switches to ensure that IP connectivity  
is properly configures.  
Peer to peer image distribution  
fails.  
If the peer to peer image distribution fails, the phone will default to  
using the TFTP server to download firmware. Access the log  
messages stored on the remote logging machine to help debug the  
peer to peer image distribution feature.  
Note  
These log messages are different than the log messages sent  
to the phone log.  
Phone call cannot be established The phone does not have a DHCP IP address, is unable to register to  
Cisco Unified Communications 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.  
4. Audio server debug and capture logs are enabled for both  
phones. If needed, enable Java debug.  
Where to Go for More Troubleshooting Information  
If you have additional questions about troubleshooting the ATA 187, several Cisco.com web sites can  
provide you with more tips. Choose from the sites available for your access level.  
ATA 187 Troubleshooting Resources:  
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Chapter 6 Troubleshooting and Maintenance  
Cleaning the ATA 187  
Cisco Products and Services (Technical Support and Documentation):  
Cleaning the ATA 187  
To clean your ATA 187, use a soft, dry cloth to wipe the surface. Do not apply liquids or powders directly  
on the device. As with all non-weather-proof electronics, liquids and powders can damage the  
components and cause failures.  
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