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Cisco Unified Communications Manager and TFTP Services Are Not Running

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Chapter 9 Troubleshooting and Maintenance Resolving Startup Problems Verifying Cisco Unified Communications Manager Settings On the conference station, choose Applications > Settings > Device Configuration > CallManager Configuration, and look at the CallManager 1-5 options. The conference station attempts to open a Transmission Control Protocol (TCP) connection to all the Cisco Unified Communications Manager servers that are part of the assigned Cisco Unified Communications Manager. If none of these options contain IP addresses or show Active or Standby, the conference station is not properly registered with Cisco Unified Communications Manager. See the "Registering the Conference Station with Cisco Unified Communications Manager" section on page 9-6 for tips on resolving this problem. Cisco Unified Communications Manager and TFTP Services Are Not Running If the Cisco Unified Communications Manager or TFTP services are not running, conference stations may not be able to start up properly. However, in such a situation, it is likely that you are experiencing a system-wide failure and that other conference stations and devices are unable to start up properly. If the Cisco Unified Communications Manager service is not running, all devices on the network that rely on it to make conference station calls will be affected. If the TFTP service is not running, many devices will not be able to start up successfully. To start a service, follow these steps: Procedure Step 1 Step 2 Step 3 Step 4 From Cisco Unified Communications Manager Administration, choose Cisco Unified Serviceability from the Navigation drop-down list that displays in the upper, right corner of the window, and then click Go. Choose Tools > Control Center - Network Services. Choose the primary Cisco Unified Communications Manager server from the Server drop-down list. The page displays the service names for the server that you chose, the status of the services, and a service control panel to stop or start a service. If a service has stopped, click its radio button, and then click Start. Creating a New Configuration File If you continue to have problems with a particular conference station that other suggestions in this chapter do not resolve, the configuration file may be corrupt. To create a new configuration file, follow these steps: Procedure Step 1 Step 2 In Cisco Unified Communications Manager Administration, choose Device > Phone. Enter search criteria to locate the conference station experiencing problems, and then click the device name. In the Phone Configuration window, click Delete to remove the conference station from Cisco Unified Communications Manager. Cisco Unified IP Conference Station 7937G Administration Guide for Cisco Unified Communications Manager 6.0 OL-11560-01 Rev. B0 9-5

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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9-5

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

Verifying Cisco Unified Communications Manager Settings

On the conference station, choose

Applications

Settings

Device Configuration

CallManager Configuration

, and look at the

CallManager 1

–

options. The conference station

attempts to open a Transmission Control Protocol (TCP) connection to all the Cisco Unified

Communications Manager servers that are part of the assigned Cisco Unified Communications Manager.

If none of these options contain IP addresses or show Active or Standby, the conference station is not

properly registered with Cisco Unified Communications Manager. See the

“Registering the Conference

Station with Cisco Unified Communications Manager” section on page 9-6

for tips on resolving this

problem.

Cisco Unified Communications Manager and TFTP Services Are Not Running

If the Cisco Unified Communications Manager or TFTP services are not running, conference stations

may not be able to start up properly. However, in such a situation, it is likely that you are experiencing

a system-wide failure and that other conference stations and devices are unable to start up properly.

If the Cisco Unified Communications Manager service is not running, all devices on the network that

rely on it to make conference station calls will be affected. If the TFTP service is not running, many

devices will not be able to start up successfully.

To start a service, follow these steps:

Procedure

Step 1

From Cisco Unified Communications Manager Administration, choose

Cisco Unified Serviceability

from the Navigation drop-down list that displays in the upper, right corner of the window, and then

click

Step 2

Choose

Tools

Control Center - Network Services

Step 3

Choose the primary Cisco Unified Communications Manager server from the Server drop-down list.

The page displays the service names for the server that you chose, the status of the services, and a service

control panel to stop or start a service.

Step 4

If a service has stopped, click its radio button, and then click

Start

Creating a New Configuration File

If you continue to have problems with a particular conference station that other suggestions in this

chapter do not resolve, the configuration file may be corrupt.

To create a new configuration file, follow these steps:

Procedure

Step 1

In Cisco Unified Communications Manager Administration, choose

Device

Phone

. Enter search

criteria to locate the conference station experiencing problems, and then click the device name.

Step 2

In the Phone Configuration window, click

Delete

to remove the conference station from

Cisco Unified Communications Manager.