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Problem, Possible Cause, for the Cisco Unified Communications Manager

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Chapter 9 Troubleshooting and Maintenance Troubleshooting Cisco Unified IP Phone Security Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued) Problem Possible Cause Phone cannot authenticate any of the configuration files other than the CTL file. Bad TFTP record. Phone reports TFTP authorization failure. • The TFTP address for the phone does not exist in the CTL file. • If you created a new CTL file with a new TFTP record, the existing CTL file on the phone may not contain a record for the new TFTP server. 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 The CTL file does not contain any TFTP entries with files. certificates. 802.1X Enabled on Phone but Not Authenticating Phone cannot obtain a DHCP-assigned IP These errors typically indicate that 802.1X address. authentication is enabled on the phone, but the phone Phone does not register with is unable to authenticate. Cisco Unified Communications Manager. 1. Verify that you have properly configured the Phone status display as "Configuring IP" or required components (see the "Supporting "Registering". 802.1X Authentication on Cisco Unified IP Phones" section on page 1-23 for more 802.1X Authentication Status displays as information). "Held" (see the "802.1X Authentication and Status" section on page 4-39 for more details). 2. Confirm that the shared secret is configured on the phone (see the"802.1X Authentication and Status menu displays 802.1X status as "Failed" Status" section on page 4-39 for more (see the "Status Menu" section on page 7-3 for information). more details). - If the shared secret is configured, verify that you have the same shared secret entered on the authentication server. - If the shared secret is not configured, enter it and ensure that it matches the one on the authentication server. 802.1X Not Enabled Cisco Unified IP Phone 7931G Administration Guide for Cisco Unified Communications Manager 6.0 OL-12457-01 9-13

Section	Page
Contents	5
Preface	13
Overview	13
Audience	13
Organization	14
Related Documentation	15
Obtaining Documentation, Obtaining Support, and Security Guidelines	16
Cisco Product Security Overview	16
Document Conventions	17
An Overview of the Cisco UnifiedIPPhone	19
Understanding the Cisco UnifiedIPPhone7931G	20
Accessing Phone Menus and Local Features	23
What Networking Protocols Are Used?	24
What Features are Supported on the Cisco UnifiedIPPhone7931G?	28
Feature Overview	28
Configuring Telephony Features	29
Configuring Network Parameters Using the Cisco Unified IP Phone	30
Providing Users with Feature Information	30
Understanding Security Features for Cisco Unified IP Phones	31
Overview of Supported Security Features	33
Understanding Security Profiles	37
Identifying Encrypted and Authenticated Phone Calls	37
Establishing and Identifying Secure Conference Calls	38
Call Security Interactions and Restrictions	39
Supporting 802.1X Authentication on Cisco Unified IP Phones	41
Overview	41
Required Network Components	42
Best Practices—Requirements and Recommendations	42
Security Restrictions	43
Overview of Configuring and Installing Cisco UnifiedIPPhones	44
Configuring Cisco Unified IP Phones in Cisco Unified Communications Manager	44
Checklist for Configuring the Cisco Unified IP Phone 7931G in Cisco Unified Communications Manager	45
Installing Cisco Unified IP Phones	50
Checklist for Installing the Cisco Unified IP Phone 7931G	51
Preparing to Install the Cisco UnifiedIPPhone on Your Network	53
Understanding Interactions with Other Cisco UnifiedIPCommunications Products	54
Understanding How the Cisco UnifiedIPPhone Interacts with Cisco UnifiedCommunications Manager	54
Understanding How the Cisco Unified IP Phone Interacts with the VLAN	55
Providing Power to the Phone	56
Power Outage	57
Power Guidelines	57
Obtaining Additional Information about Power	58
Understanding Phone Configuration Files	58
Understanding the Phone Startup Process	60
Adding Phones to the Cisco UnifiedCommunications Manager Database	63
Adding Phones with Auto-Registration	64
Adding Phones with Auto-Registration and TAPS	65
Adding Phones with Cisco Unified Communications Manager Administration	66
Adding Phones with BAT	66
Determining the MAC Address of a Cisco UnifiedIPPhone	67
Setting Up the Cisco UnifiedIPPhone	69
Before You Begin	70
Network Requirements	70
Cisco UnifiedCommunications Manager Configuration	70
Understanding the Cisco Unified IP Phone 7931G Components	71
Network and Access Ports	71
Handset	72
Speakerphone	72
Headset	72
Audio Quality Subjective to the User	73
Connecting a Headset	73
Disabling a Headset	74
Using External Devices with Your Cisco UnifiedIPPhone	74
Installing the Cisco Unified IP Phone	75
Securing the Phone with a Cable Lock	77
Mounting the Phone to the Wall	79
Verifying the Phone Startup Process	80
Configuring Startup Network Settings	81
Configuring Security on the Cisco Unified IP Phone	81
Configuring Settings on the Cisco UnifiedIPPhone	85
Configuration Menus on the Cisco UnifiedIPPhone 7931G	85
Displaying a Configuration Menu	87
Unlocking and Locking Options	88
Editing Values	89
Overview of Options Configurable from a Phone	90
Network Configuration Menu	91
Device Configuration Menu	99
CallManager Configuration Menu	100
HTTP Configuration Menu	101
Locale Configuration Menu	103
UI Configuration Menu	104
Media Configuration Menu	106
Power Save Configuration Menu	110
Ethernet Configuration Menu	111
Security Configuration Menu	112
QoS Configuration Menu	114
Network Configuration Menu	114
Security Configuration Menu	119
CTL File Screen	121
Trust List Menu	122
802.1X Authentication and Status	123
Configuring Features, Templates, Services, and Users	127
Telephony Features Available for the Phone	128
Configuring Corporate and Personal Directories	144
Configuring Corporate Directories	145
Configuring Personal Directory	145
Modifying Phone Button Templates	146
Configuring Softkey Templates	147
Setting Up Services	148
Adding Users to Cisco UnifiedCommunications Manager	149
Managing the Cisco Unified CM User Options Web Pages	150
Giving Users Access to the Cisco Unified CM User Options Web Pages	150
Specifying Options that Appear on the Cisco Unified CM User Options Web Pages	150
Configuring Model-Specific Features	151
Setting Up a Typical Phone	152
Assigning the Same Directory Number to Multiple Lines	153
Supporting Join, Barge, and Directed Transfer	153
Supporting CTI Applications	154
Clarifying Feature Behavior to Users	154
Customizing the Cisco Unified IPPhone	157
Customizing and Modifying Configuration Files	157
Creating Custom Phone Rings	158
Ringlist.xml File Format Requirements	159
PCM File Requirements for Custom Ring Types	160
Configuring a Custom Phone Ring	160
Configuring Wideband Codec	161
Configuring the Idle Display	162
Automatically Disabling the Cisco Unified IP Phone Backlight	163
Viewing Model Information, Status, and Statistics on the Cisco Unified IPPhone	167
Model Information Screen	168
Status Menu	169
Status Messages Screen	170
Network Statistics Screen	179
Firmware Versions Screen	181
Call Statistics Screen	182
Monitoring the Cisco UnifiedIPPhone Remotely	187
Accessing the Web Page for a Phone	188
Disabling and Enabling Web Page Access	190
Device Information	190
Network Configuration	192
Network Statistics	198
Device Logs	200
Streaming Statistics	201
Troubleshooting and Maintenance	205
Resolving Startup Problems	206
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process	206
Symptom: The Cisco Unified IP Phone Does Not Register with Cisco UnifiedCommunications Manager	207
Identifying Error Messages	208
Checking Network Connectivity	208
Verifying TFTP Server Settings	208
Verifying IP Addressing and Routing	209
Verifying DNS Settings	209
Verifying Cisco UnifiedCommunications Manager Settings	210
Cisco Unified Communications Manager and TFTP Services Are Not Running	210
Creating a New Configuration File	211
Registering the Phone with Cisco UnifiedCommunications Manager	212
Symptom: Cisco Unified IP Phone Unable to Obtain IP Address	212
Cisco Unified IP Phone Resets Unexpectedly	213
Verifying Physical Connection	213
Identifying Intermittent Network Outages	213
Verifying DHCP Settings	214
Checking Static IP Address Settings	214
Verifying Voice VLAN Configuration	214
Verifying that the Phones Have Not Been Intentionally Reset	215
Eliminating DNS or Other Connectivity Errors	215
Checking Power Connection	216
Troubleshooting Cisco Unified IP Phone Security	216
General Troubleshooting Tips	218
Resetting or Restoring the Cisco Unified IP Phone	223
Performing a Basic Reset	223
Performing a Factory Reset	224
Using the Quality Report Tool	225
Monitoring the Voice Quality of Calls	225
Using Voice Quality Metrics	227
Troubleshooting Tips	228
Where to Go for More Troubleshooting Information	229
Cleaning the Cisco Unified IP Phone	229
Providing Information to Users Via a Website	231
How Users Obtain Support for the Cisco Unified IP Phone	232
How Users Access the Online Help System on the Phone	232
How Users Get Copies of Cisco Unified IP Phone Manuals	233
How Users Subscribe to Services and Configure Phone Features	233
How Users Access a Voice Messaging System	234
How Users Configure Personal Directory Entries	235
Installing and Configuring the Cisco Unified IP Phone Address Book Synchronizer	235
Supporting International Users	239
Adding Language Overlays to Phone Buttons	239
Installing the Cisco Unified Communications Manager Locale Installer	240
Technical Specifications	241
Physical and Operating Environment Specifications	241
Cable Specifications	242
Network and Access Port Pinouts	242

Match case Limit results 1 per page

9-13

Cisco Unified IP Phone 7931G Administration Guide for Cisco Unified Communications Manager 6.0

OL-12457-01

Chapter 9

Troubleshooting and Maintenance

Troubleshooting Cisco Unified IP Phone Security

Phone cannot authenticate any of the

configuration files other than the CTL file.

Bad TFTP record.

Phone reports TFTP authorization failure.

•

The TFTP address for the phone does not exist in

the CTL file.

•

If you created a new CTL file with a new TFTP

record, the existing CTL file on the phone may

not contain a record for the new TFTP server.

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.

802.1X Enabled on Phone but Not Authenticating

Phone cannot obtain a DHCP-assigned IP

address.

These errors typically indicate that 802.1X

authentication is enabled on the phone, but the phone

is unable to authenticate.

Verify that you have properly configured the

required components (see the

“Supporting

802.1X Authentication on Cisco Unified IP

Phones” section on page 1-23

for more

information).

Confirm that the shared secret is configured on

the phone (see the

“802.1X Authentication and

Status” section on page 4-39

for more

information).

–

If the shared secret is configured, verify that

you have the same shared secret entered on

the authentication server.

–

If the shared secret is not configured, enter it

and ensure that it matches the one on the

authentication server.

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 4-39

for more details).

Status menu displays 802.1X status as “Failed”

(see the

“Status Menu” section on page 7-3

for

more details).

802.1X Not Enabled

Table 9-1

Cisco Unified IP Phone Security Troubleshooting (continued)

Problem

Possible Cause