Cisco 7931G Administration Guide - Page 216

Troubleshooting Cisco Unified IP Phone Security Chapter 9 Troubleshooting and Maintenance Step 3 Step 4 Step 5 Step 6 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 2-15. Power cycle the phone. Checking Power Connection In most cases, a phone will restart if it powers up using external power but loses that connection and switches to PoE. Similarly, a phone may restart if it powers up 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 CTL File Problems Device authentication error. Phone cannot authenticate CTL file. Possible Cause CTL file does not have a Cisco Unified Communications Manager certificate or has an incorrect certificate. The security token that signed the updated CTL file does not exist in the CTL file on the phone. 9-12 Cisco Unified IP Phone 7931G Administration Guide for Cisco Unified Communications Manager 6.0 OL-12457-01