Cisco 7970G Administration Guide - Page 248

Troubleshooting Cisco Unified IP Phone Security Chapter 9 Troubleshooting and Maintenance Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued) Problem Possible Cause 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 authentication is not enabled on the phone. To enable it, see the "802.1X Authentication and Status" section on page 4-51. Phone status display as "Configuring IP" or "Registering" 802.1X Authentication Status displays as "Disabled" Status menu displays DHCP status as timing out 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 (see the "Performing a Factory Reset" section on page 9-21) 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 authentication 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 (see the "802.1X Authentication and Status" section on page 4-51). 9-14 Cisco Unified IP Phone 7970G/7971G-GE Administration Guide for Cisco Unified Communications Manager 6.1 OL-14626-01