Cisco 7961G-GE Administration Guide - Page 236

Troubleshooting Cisco Unified IP Phone Security Chapter 9 Troubleshooting and Maintenance Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued) Problem Possible Cause Phone cannot obtain a DHCP-assigned IP address Phone does not register with Cisco Unified Communications Manager These errors typically indicate that 802.1X is not enabled on the phone. To enable it, see the "Security Configuration Menu" section on page 4-37 for information on enabling 802.1X on the phone. Phone status display as "Configuring IP" or "Registering" 802.1X Authentication Status displays as "Disabled" (see the "802.1X Authentication and Status" section on page 4-48). Status menu displays DHCP status as timing out (see the "Call Statistics Screen" section on page 7-17). Factory Reset Deleted 802.1X Shared Secret Phone cannot obtain a DHCP-assigned IP address Phone does not register with Cisco Unified Communications Manager These errors typically indicate that the phone has completed a factory reset while 802.1X was enabled. A factory reset deletes the shared secret, which is required for 802.1X authentication and network access. To resolve this, you have two options: • Temporarily disable 802.1X on the switch. Phone status display as • Temporarily move the phone to a network environment that "Configuring IP" or "Registering" is not using 802.1X authentication. Cannot access phone menus to verify 802.1X status Once the phone starts up normally in one of these conditions, you can access the 802.1X configuration menus and re-enter the shared secret. 9-14 Cisco Unified IP Phone 7961G/7961G-GE and 7941G/7941G-GE for Cisco Unified Communications Manager 6.0 OL-11953-01