Cisco 7962G Administration Guide - Page 157

Chapter 9 Troubleshooting and Maintenance Troubleshooting Cisco Unified IP Phone Security 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 and encryption, refer to Cisco Unified Communications Manager Security Guide. Table 9-1 Cisco Unified IP Phone Security Troubleshooting Problem Possible Cause Device authentication error. CTL file does not have a Cisco Unified Communications Manager certificate or has an incorrect certificate. Phone cannot authenticate CTL file. The security token that signed the updated CTL file does not exist in the CTL file on the phone. Phone cannot authenticate any of the Bad TFTP record. configuration files other than the CTL file. 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 The CTL file does not contain the correct information for the Cisco Communications Manager. Unified Communications Manager server. Phone does not request signed configuration The CTL file does not contain any TFTP entries with certificates. files. 802.1X Enabled on Phone but Not Authenticating Phone cannot obtain a DHCP-assigned IP These errors typically indicate that 802.1X is enabled on the phone, but the address phone is unable to authenticate. 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 4-29). 1. Verify that you have properly configured the required components "Supporting 802.1X Authentication on Cisco Unified IP Phones" section on page 1-15. 2. Confirm that the shared secret is configured on the phone (see the "Security Configuration Menu" section on page 4-21 for more information). - If the shared secret is configured, verify that you have the same shared secret entered on the authentication server. Status menu displays 802.1x status as "Failed" (see the "Call Statistics Screen" section on page 7-12). - If the shared secret is not configured, enter it, and ensure that it matches the one on the authentication server. 802.1X Not Enabled OL-14625-01 Cisco Unified IP Phone 7962G and 7942G Administration Guide for Cisco Unified Communications Manager 6.1 9-9