Cisco 7971G-GE Administration Guide - Page 171

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 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 Phone does not register with Cisco Unified Communications Manager. authentication is enabled on the phone, but the phone is unable to authenticate. 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 4-31 for more details). Status menu displays 802.1X status as "Failed" (see the "Status Menu" section on page 7-3 for more details). 1. Verify that you have properly configured the required components (see the "Supporting 802.1X Authentication on Cisco Unified IP Phones" section on page 1-16 for more information). 2. Confirm that the shared secret is configured on the phone (see the"802.1X Authentication and Status" section on page 4-31 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. 802.1X Not Enabled Phone cannot obtain a DHCP-assigned IP address These errors typically indicate that 802.1X Phone does not register with Cisco Unified Communications Manager Phone status display as "Configuring IP" or authentication is not enabled on the phone. To enable it, see the "802.1X Authentication and Status" section on page 4-31. "Registering" 802.1X Authentication Status displays as "Disabled" Status menu displays DHCP status as timing out OL-15299-01 Cisco Unified IP Phone 7970G/7971G-GE Administration Guide for Cisco Unified Communications Manager 7.0 9-9