Cisco 7971G-GE Administration Guide - Page 170

Troubleshooting Cisco Unified IP Phone Security Chapter 9 Troubleshooting and Maintenance Procedure Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Use the Erase softkey to reset phone settings to their default values. See the "Resetting or Restoring the Cisco Unified IP Phone" section on page 9-13 for details. Modify DHCP and IP settings: a. Disable DHCP. See the "Network Configuration Menu" section on page 4-5 for instructions. b. Assign static IP values to the phone. See the "Network Configuration Menu" section on page 4-5 for instructions. Use the same default router setting used for other functioning Cisco Unified IP Phones. c. Assign TFTP server. See the "Network Configuration Menu" section on page 4-5 for instructions. Use the same TFTP server used for other functioning Cisco Unified IP Phones. 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 the "Determining the MAC Address of a Cisco Unified IP Phone" section on page 2-14. Power cycle the phone. 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 Cisco Unified IP Phone Security Table 9-1 provides troubleshooting information for the security features on the Cisco Unified IP Phone. For information relating to the solutions for any of these issues, and for additional troubleshooting information about security, refer to Cisco Unified Communications Manager Security Guide. Table 9-1 Cisco Unified IP Phone 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 There is a bad TFTP record. files other than the CTL file. Cisco Unified IP Phone 7970G/7971G-GE Administration Guide for Cisco Unified Communications Manager 7.0 9-8 OL-15299-01