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Symptom: The Conference Station Does Not Go Through its Normal Startup Process - patch cable

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Chapter 9 Troubleshooting and Maintenance Resolving Startup Problems Symptom: The Conference Station Does Not Go Through its Normal Startup Process When you connect a conference station into the network port, the conference station should go through its normal startup process as described in the "Verifying the Conference Station Startup Process" section on page 3-8, and the LCD screen should display information. If the conference station does not go through the startup process, the cause may be faulty cables, bad connections, network outages, lack of power, and so on. Or, the conference station may not be functional. To determine whether the conference station is functional, follow these suggestions to systematically eliminate these other potential problems: 1. Verify that the network port is functional: - Exchange the Ethernet cables with cables that you know are functional. - Disconnect a functioning conference station from another port and connect it to this network port to verify the port is active. - Connect the conference station that will not start up to a different network port that is known to be good. - Connect the conference station that will not start up directly to the port on the switch, eliminating the patch panel connection in the office. 2. Verify that the conference station is receiving power: - If you are using external power, verify that the electrical outlet is functional. - If you are using in-line power, use the external power supply instead. - If you are using the external power supply, switch with a unit that you know to be functional. 3. If the conference station still does not start up properly, perform a factory reset of the conference station. For instructions, see the "Performing a Factory Reset" section on page 9-12. If after attempting these solutions, the LCD screen on the conference station does not display any characters after at least five minutes, contact a Cisco technical support representative for additional assistance. Symptom: The Conference Station Does Not Register with Cisco Unified Communications Manager To start up properly, the conference station must be connected to the Ethernet network and registered with a Cisco Unified Communications Manager. If the conference station does not start up properly, review the following sections: • Checking Network Connectivity, page 9-4 • Verifying TFTP Server Settings, page 9-4 • Verifying IP Addressing and Routing, page 9-4 • Verifying DNS Settings, page 9-4 • Verifying Cisco Unified Communications Manager Settings, page 9-5 • Cisco Unified Communications Manager and TFTP Services Are Not Running, page 9-5 • Creating a New Configuration File, page 9-5 • Registering the Conference Station with Cisco Unified Communications Manager, page 9-6 Cisco Unified IP Conference Station 7937G Administration Guide for Cisco Unified Communications Manager 6.0 OL-11560-01 Rev. B0 9-3

Section	Page
Cisco Unified IP Conference Station 7937G Administration Guide for Cisco Unified Communications Manager 6.0	1
Contents	3
Preface	9
An Overview of the Conference Station	13
Understanding the Conference Station	14
What Networking Protocols Are Used?	16
What Features are Supported on the Conference Station?	17
Feature Overview	17
Configuring Telephony Features	18
Configuring Network Parameters Using the Conference Station	18
Providing Users with Feature Information	19
Understanding Security Features for Conference Stations	19
Overview of Supported Security Features	20
Understanding Security Profiles	21
Overview of Configuring and Installing Conference Stations	21
Configuring Conference Stations in Cisco Unified Communications Manager	21
Installing Conference Stations	24
Preparing to Install the Conference Station on Your Network	27
Understanding Interactions with Other Cisco Unified IP Communications Products	27
Understanding How the Conference Station Interacts with Cisco Unified Communications Manager	28
Providing Power to the Conference Station	28
Power Guidelines	29
Conference Station Power Consumption and Display Brightness	29
Power Outage	30
Obtaining Additional Information about Power	30
Understanding Conference Station Configuration Files	30
Understanding the Conference Station Startup Process	31
Adding Conference Stations to the Cisco Unified Communications Manager Database	33
Adding Conference Stations with Auto-Registration	33
Adding Conference Stations with Auto-Registration and TAPS	34
Adding Conference Stations with Cisco Unified Communications Manager Administration	35
Adding Conference Stations with BAT	35
Determining the MAC Address of a Conference Station	35
Setting Up the Conference Station	37
Before You Begin	37
Network Requirements	37
Cisco Unified Communications Manager Configuration	38
Safety	38
Understanding the Conference Station Components	39
Network Ports	39
Audio Auxiliary Port	40
Installing the Conference Station	40
Securing the Conference Station with a Cable Lock	43
Verifying the Conference Station Startup Process	44
Configuring Startup Network Settings	45
Guidelines for Best Performance	45
Conference Room Setup Examples	46
Configuring Settings on the Conference Station	47
Configuration Menus on the Conference Station	47
Displaying a Configuration Menu	48
Unlocking and Locking Options	49
Editing Values	49
Overview of Options Configurable from a Conference Station	50
Network Configuration Menu	51
Device Configuration Menu	54
CallManager Configuration Menu	55
HTTP Configuration Menu	56
Locale Configuration Menu	57
Security Configuration Menu	57
QoS Configuration Menu	58
Security Configuration Menu	58
802.1X Authentication and Status	59
Configuring Features, Templates, Services, and Users	61
Telephony Features Available for the Conference Station	61
Configuring Corporate and Personal Directories	66
Configuring Corporate Directories	66
Configuring Personal Directory	67
Modifying Button Templates	67
Configuring Softkey Templates	68
Setting Up Services	68
Adding Users to Cisco Unified Communications Manager	69
Managing the User Options Web Pages	69
Giving Users Access to the User Options Web Pages	69
Specifying Options that Appear on the User Options Web Pages	69
Customizing the Conference Station	71
Customizing and Modifying Configuration Files	71
Creating Custom Conference Station Rings	72
Ringlist.xml File Format Requirements	72
PCM File Requirements for Custom Ring Types	73
Configuring a Custom Conference Station Ring	73
Configuring the Idle Display	74
Viewing Model Information, Status, and Statistics on the Conference Station	75
Model Information Screen	75
Status Menu	76
Network Statistics Screen	76
Call Statistics Screen	78
Device Information Screen	79
Monitoring the Conference Station Remotely	81
Accessing the Web Page for a Conference Station	82
Disabling and Enabling Web Page Access	82
Device Information	83
Network Configuration	84
Ethernet Information	86
Device Logging	88
Streaming Statistics	88
Troubleshooting and Maintenance	91
Viewing Call, Device, and Network Information	91
Using Ping	92
Resolving Startup Problems	92
Symptom: The Conference Station Does Not Go Through its Normal Startup Process	93
Symptom: The Conference Station Does Not Register with Cisco Unified Communications Manager	93
Symptom: Conference Station Unable to Obtain IP Address	96
Conference Station Resets Unexpectedly	97
Verifying Physical Connection	97
Identifying Intermittent Network Outages	97
Verifying DHCP Settings	97
Checking Static IP Address Settings	98
Verifying Voice VLAN Configuration	98
Eliminating DNS or Other Connectivity Errors	98
Checking Power Connection	99
General Troubleshooting Tips	99
Resetting or Restoring the Conference Station	101
Performing a Basic Reset	101
Performing a Factory Reset	102
Using the Quality Report Tool	103
Monitoring the Voice Quality of Calls	103
Resolving Conference Call Reception Problems	104
Where to Go for More Troubleshooting Information	105
Cleaning the Conference Station	105
Providing Information to Users Via a Website	107
How Users Obtain Support for the Conference Station	107
How Users Get Copies of Conference Station Manuals	107
How Users Subscribe to Services and Configure Conference Station Features	108
How Users Access a Voice Messaging System	108
How Users Configure Personal Directory Entries	109
Installing and Configuring the Cisco Unified Communications Manager Address Book Synchronizer	109
Supporting International Users	111
Adding Language Overlays to Conference Station Buttons	111
Installing the Cisco Unified Communications Locale Installer	111
Technical Specifications	113
Physical and Operating Environment Specifications	113
Cable Specifications	114

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9-3

Cisco Unified IP Conference Station 7937G Administration Guide for Cisco Unified Communications Manager 6.0

OL-11560-01 Rev. B0

Chapter 9

Troubleshooting and Maintenance

Resolving Startup Problems

Symptom: The Conference Station Does Not Go Through its Normal Startup

Process

When you connect a conference station into the network port, the conference station should go through

its normal startup process as described in the

“Verifying the Conference Station Startup Process” section

on page 3-8

, and the LCD screen should display information. If the conference station does not go

through the startup process, the cause may be faulty cables, bad connections, network outages, lack of

power, and so on. Or, the conference station may not be functional.

To determine whether the conference station is functional, follow these suggestions to systematically

eliminate these other potential problems:

Verify that the network port is functional:

–

Exchange the Ethernet cables with cables that you know are functional.

–

Disconnect a functioning conference station from another port and connect it to this network

port to verify the port is active.

–

Connect the conference station that will not start up to a different network port that is known to

be good.

–

Connect the conference station that will not start up directly to the port on the switch,

eliminating the patch panel connection in the office.

Verify that the conference station is receiving power:

–

If you are using external power, verify that the electrical outlet is functional.

–

If you are using in-line power, use the external power supply instead.

–

If you are using the external power supply, switch with a unit that you know to be functional.

If the conference station still does not start up properly, perform a factory reset of the conference

station. For instructions, see the

“Performing a Factory Reset” section on page 9-12

If after attempting these solutions, the LCD screen on the conference station does not display any

characters after at least five minutes, contact a Cisco technical support representative for additional

assistance.

Symptom: The Conference Station Does Not Register with Cisco Unified

Communications Manager

To start up properly, the conference station must be connected to the Ethernet network and registered

with a Cisco Unified Communications Manager. If the conference station does not start up properly,

review the following sections:

•

Checking Network Connectivity, page 9-4

•

Verifying TFTP Server Settings, page 9-4

•

Verifying IP Addressing and Routing, page 9-4

•

Verifying DNS Settings, page 9-4

•

Verifying Cisco Unified Communications Manager Settings, page 9-5

•

Cisco Unified Communications Manager and TFTP Services Are Not Running, page 9-5

•

Creating a New Configuration File, page 9-5

•

Registering the Conference Station with Cisco Unified Communications Manager, page 9-6