12SP+ and VIP30 IP Phone Issues and Solutions

Cisco 12SP+ and VIP30 IP Phone Issues and
Solutions
Document ID: 8304
Contents
Introduction
Before You Begin
Conventions
Prerequisites
Components Used
Faulty Speakerphone
Cisco IP Phone Registration Problem
Cisco IP Phone No Longer Works
New Static IP Address
Crackling Noise
Echo on Cisco IP Phone
Phone Booting Problems
Call Drop Outs
Cisco Phone LCD Shows: "Connected to Wrong CallManager?"
Incorrect Route Plan on Cisco CallManager or Gateway
CODEC Mismatch Between Cisco IOS Gateway and IP Phone
Cisco IP Phone Resetting with the "Resetting 73" Message
Related Information
Introduction
This document addresses the common problems, symptoms and resolutions related to Cisco IP Phones in
Architecture for Voice, Video and Integrated Data (AVVID).
Before You Begin
Conventions
For more information on document conventions, see the Cisco Technical Tips Conventions.
Prerequisites
There are no specific prerequisites for this document.
Components Used
The information in this document is based on:
• Cisco 12SP+ and VIP30 IP Phones
Faulty Speakerphone
Problem
Users of the Cisco IP Phone will hear a noticeable noise when the speakerphone is in use. Noise is not heard
when using the handset. This is due to a problem detected with the speaker phone circuitry.
Solution
The Cisco IP Phone has to be replaced. Please open up a case with Cisco TAC for replacement details and
RMA.
Cisco IP Phone Registration Problem
Problem
The Cisco IP Phone does not register with Cisco CallManager. Some of the symptoms are described below.
• Phone LCD shows:
Copyright 1999 F2?.
Cisco Systems Inc.
• First light on the phone blinks
• Phone can't properly download configuration and load ID
• There is no dialtone
Solution
Check the following:
• Physical connectivityVerify that network cable is plugged into the correct port on the back of the
Cisco IP phone.
• IP configuration on the phoneIncorrect IP configuration, such as the incorrect Trivial File Transfer
Protocol (TFTP) server address and incorrect default gateway address prohibits the phone from proper
registration with Cisco CallManager. Check Cisco IP Phone configuration by pressing * * # #. You
should see the correct host address. Keep pressing # for Gateway, Domain Name System (DNS),
TFTP and address.
If there is anything wrong, reconfigure the phone with the correct IP information. Refer to the System
Guide for phone configuration.
• Cisco IP Phone registrationYou can troubleshoot phone startup by looking at the LEDs during
bootup. The bootup steps are listed below:
1. Broadcast for a Dynamic Host Configuration Protocol (DHCP) server. This will resolve the
station's IP address, default gateway, TFTP server, and DNS server.
2. Establish a Transmission Control Protocol (TCP) connection with the Cisco CallManager to
register itself. After four attemps, the phone will reset.
3. The Cisco CallManager registers the phone and sends an acknowledgement to it. Failure
during this state may mean that there aren't enough licenses or that the acknowledgement got
lost.
4. A software load is requested by the phone. The download begins.
5. Once the download is complete, a keypad template is downloaded from the Cisco
CallManager. Finally, the station will display the date and time. This indicates that the phone
has booted properly.
6. Reboot.
• Error codes appear on display phones whenever a connection error occurs:
Error
Resetting
E3
Resetting
E4
Resetting
E5
Resetting
E6
Resetting
E7
Resetting
E8
Resetting
E9
Description
No TCP connection could be made to a Cisco
CallManager.
DHCP timed out and there is no configuration
information stored in the phone's Flash
memory.
Resetting in response to a
StationRegisterRejectMessage request from the
Cisco CallManager.
The configuration file contained invalid
information.
DNS failed on the TFTP server name.
Resetting in response to a StationResetID
request from the Cisco CallManager.
Resetting in response to DHCP/BOOTP server
response of 255.255.255.255 for any of the
following: Host, TFTP, DNS, or Default
gateway (router) IP address.
Note: Press * * to get status from the phone for more info. Match it up with a code in this Status Code
table. When everything is working correctly, you'll get a status of 0x04800.
Cisco IP Phone No Longer Works
Problem
A working IP phone stops functioning when user has moved it to a new physical location. The first two lights
will be blinking. The Phone LCD will display " Copyright 1999 ?." Press * * , and you will probably see
status code 04025.
Solution
This is due to a connectivity problem with the phone and the IP network. The probable cause is that the Cisco
IP Phone is using a static address that may not be routed correctly from the new network location that the
phone has been moved to. Check whether the phone is using a static IP address and change this to be part of
the new subnet that the phone has been connected to.
New Static IP Address
Problem
The Cisco IP Phone refuses to accept a new static IP address. When you check the IP phone configuration,
you will see the old configuration values. This means the new configuration value was not saved and it can't
find the TFTP server if the TFTP server IP address was not saved. It can't register with the Cisco CallManager
if the CallManager is on the other subnet and the correct gateway IP address was not saved.
Solution
• A user will commonly press the # key instead of the * key after the last octet is entered.
• After TFTP configuration, you will be asked to press * to exit or 1 to disable DHCP. Y ou should
press 1, then you will receive a "Programming" message.
Crackling Noise
Problem
Crackling noise is heard on both the handset and speaker of the Cisco IP Phone.
Solution
The most probable cause is a faulty power supply module. Replacing the faulty module should fix the
problem. Verify it's a bad power supply by exchanging with a known good supply. Open up a case with Cisco
TAC for replacement detail and RMA.
Echo on Cisco IP Phone
Problem
Echo is heard on the Cisco IP Phone.
Solution
Customer commonly mistakes echo for jitter in a Cisco IP Phone to IP Phone connection. This can be
resolved by working on Quality of Service (QOS).
Check if a gateway is involved. If echo is heard by the Cisco IP phone, then hybrid echo is probably caused
by one or both of the following:
• Dirty or noisy line which causes reflection
• Signal is coming in too hot
The inbound signal should be 15 dB. If the phone on the far side of the gateway hears echo, this is not a Cisco
issue to resolve. Central Office (CO) is responsible for echo cancellation.
Try to resolve this issue first by checking the volume for the Cisco IP Phone handset. If the volume is set too
high, you might hear an echo. Turn down the volume on the handset until the echo disappears.
Phone Booting Problems
Problem
Cisco IP Phone takes a long time to re−register.
Solution
Usually, Port Fast is disabled. Enable Port Fast on the switch to fix this. If there is latency in your network, it
will take longer than usual to register.
Call Drop Outs
Problem
The user experiences call drop outs. This is usually a network problem.
Solution
Check the following:
• Look to if it is on a shared network.
• Make sure collisions are less then 10%.
• Determine if there is any link flap on the WAN if the traffic crosses WAN.
Cisco Phone LCD Shows: "Connected to Wrong
CallManager?"
Problem
Cisco IP Phone LCD shows "Connected to Wrong Call Mgr?" There is no problem when dialing other
numbers.
Solution
This is actually not a problem. This message occurs because there is only one phone locally connected to the
Cisco CallManager. Once you connect and register another Cisco IP Phone to the CallManager, this message
will disappear. The SCM.INI file can be modified so that it won't generate this message when there is only
one phone registered with the CallManager. This is not recommended, however; because this message is
harmless, and there might be a case when we'd want to be notified that this is the only phone connected to the
CallManager.
Incorrect Route Plan on Cisco CallManager or Gateway
Problem
There is an incorrect route plan on the Cisco CallManager or Gateway. A dial tone exists and the IP
information is correct, but calls can't be made to certain numbers.
Solution
• Check the route plan on Cisco CallManager. The destination number should be registered with this
CallManager, or the gateway to the destination should be registered in the route plan. For example, if
you want to make a call to 2222 and the phone with this number is across a Cisco gateway (a Cisco
3600 or 2600, for example) or Selsius gateway, the CallManager's route plan must point the gateway
to properly route the call.
• Go to CallManager Administration, then select Configuration. Determine whether the Route plan
summary shows the gateway with the proper route plan (such as 2222 or 2xxx or 2@). If it does not
show the proper route plan, click Configure on Route Plan Summary, and Configure on Route
Pattern.
Note: The gateway should already be configured before you do this. If the gateway is not registered, go to
Device Wizard, and then register the gateway. The device type should be "Analog Access" or "Digital
Access" if the gateway is a Selsius gateway. The device type should be H.323 if the gateway is a Cisco router.
Refer to the System Guide for gateway registration and route plan additions.
CODEC Mismatch Between Cisco IOS Gateway and IP
Phone
Problem
The call fails when a different coder/decoder (CODEC) is configured on a Cisco IOS® Gateway and IP
Phone. The Cisco IP phone can't make a call to a phone connected over Cisco gateway. The call will fail and
you will hear re−order tones.
Solution
The Cisco IP Phone is capable of G.711 (in the same region) and G.723.1 (between regions), but Cisco IOS
Gateway defaults to G.729. Change the Cisco Gateway configuration to G.711 or G.723.1. See the following
table for CODEC compatibility.
26xx/36xx
26xx/36xx
NM−1V/2V1 NM−HDV1
G.711 PCM
(64K)
G.726
ADPCM
(32K)
G.726
ADPCM
(24K)
38106
5300
72002
75002
IP
Phones
Yes
12.0(5)XK
12.0(6)Xx Yes
12.0(5)XE 12.0(6)XE CM 2.2
12.0(5)T
12.0(5)XK
12.0(6)Xx No8
12.0(5)XE 12.0(6)XE No
12.0(5)T
12.0(5)XK
No
No8
12.0(5)XE 12.0(6)XE No
G.726
ADPCM
(16K)
G.728
LD−CELP
(16K)
12.0(5)T
12.0(5)XK
No
No8
12.0(5)XE 12.0(6)XE No
12.0(5)T
12.0(5)XK
No
No8
12.0(5)XE 12.0(6)XE No
Yes
12.0(5)XK
12.0(6)Xx Yes
12.0(5)XE 12.0(6)XE No
Yes
12.0(5)XK
12.0(6)Xx Yes
12.0(5)XE 12.0(6)XE No
12.0(5)T
12.0(5)XK
No
No8
12.0(5)XE 12.0(6)XE No
12.0(5)T
12.0(5)XK
No
No8
12.0(5)XE 12.0(6)XE No
12.0(5)T
12.0(5)XK
12.0(6)Xx7 12.0(2)XH 12.0(5)XE 12.0(6)XE CM 2.2
12.0(5)T
12.0(5)XK
12.0(6)Xx7 12.0(2)XH 12.0(5)XE 12.0(6)XE No
12.0(5)T
12.0(5)XK
No
12.0(2)XH 12.0(5)XE 12.0(6)XE No
12.0(5)T
12.0(5)XK
No
12.0(2)XH 12.0(5)XE 12.0(6)XE No
3
G.729
CS−ACELP
(8K)
5
G.729A
CS−ACELP
(8K)
G.729B (8K)
[VAD4]
5
G.729AB
(8K)
G.723.1
MP−MLQ
(6.3K)
G.723.1
ACELP
(5.3K)
G.723.1A
MP−MLQ
(6.3K)
G.723.1A
ACELP
(5.3K)
Cisco IP Phone Resetting with the "Resetting 73" Message
Problem
The Cisco IP Phone receives a configuration file from the CallManager, but fails to open a TCP port with the
CallManager. The Phone displays the status message "Resetting 73".
Solution
A PC running Cisco CallManager has two Network Interface Cards (NICs) installed, and the CallManager is
pointing to the secondary (not the primary) NIC. CallManager can only 'listen' to the primary NIC.
Set up the Cisco CallManager PC so that the IP address used for CallManager (as is configured in SWTFTP)
is the primary NIC.
Note: NT uses 'Last IN' for adapter assignments. If you install two NICs, the second one installed is
frequently assigned as Adapter 1 (primary).
Related Information
• Voice Technology Support
• Voice and IP Communications Product Support
• Troubleshooting Cisco IP Telephony
• Technical Support & Documentation
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Updated: Jan 10, 2006
Document ID: 8304
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