Cisco 6941 Administration Guide - Page 149

Chapter General Troubleshooting Tips Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued) Problem Possible Cause 802.1X Enabled on Phone but Not Authenticating Phone cannot obtain a DHCP-assigned IP These errors typically indicate that 802.1X is enabled on the phone, but the address phone is unable to authenticate. Phone does not register with Cisco Unified Communications Manager Phone status display as "Configuring IP" or "Registering" 802.1X Authentication Status displays as "Held" (see the "802.1X Authentication and Status" section on page 4-9). 1. Verify that you have properly configured the required components "Supporting 802.1X Authentication on Cisco Unified IP Phones" section on page 1-21. 2. Confirm that the shared secret is configured on the phone (see the "Security Configuration Menu" section on page 4-9 for more information). - If the shared secret is configured, verify that you have the same shared secret entered on the authentication server. Status menu displays 802.1x status as "Failed" (see the "Call Statistics Screen" section on page 7-8). - If the shared secret is not configured, enter it, and ensure that it matches the one on the authentication server. 802.1X Not Enabled Phone cannot obtain a DHCP-assigned IP address Phone does not register with Cisco Unified Communications Manager These errors typically indicate that 802.1X is not enabled on the phone. To enable it, see the "Security Configuration Menu" section on page 4-9 for information on enabling 802.1X on the phone. Phone status display as "Configuring IP" or "Registering" 802.1X Authentication Status displays as "Disabled" (see the "802.1X Authentication and Status" section on page 4-9). Status menu displays DHCP status as timing out (see the "Call Statistics Screen" section on page 7-8). Factory Reset Deleted 802.1X Shared Secret Phone cannot obtain a DHCP-assigned IP address Phone does not register with Cisco Unified Communications Manager Phone status display as "Configuring IP" or "Registering" Cannot access phone menus to verify 802.1X status 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. General Troubleshooting Tips Table 9-2 provides general troubleshooting information for the Cisco Unified IP Phone. Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Administration Guide for Cisco Unified Communications Manager 8.5 (SCCP and SIP) OL-23769-01 9-9