Cisco 8821 Troubleshooting

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Cisco 8821 Wireless Phone Troubleshooting

Contents

Introduction

Microphone Audio

Procedure

For phones running firmware versions 11.0(5) and later

For phones running firmware versions prior to 11.0(5)

Verification

Phone Will Not Power On (Boot)

Procedure

Verification

Phone Will Not Charge

Procedure

Verification

MIC (Manufacturer Installed Certificate) Not Installed

Procedure

Verification

Introduction

This article describes how to confirm the functionality of different components of the Cisco 8821

wireless phone.

Microphone Audio

(CSCve15706 )

Certain phone covers or cases have been found to cause or contribute to microphone failures with

the Cisco 8821 phone. Please discontinue using phone covers or cases to prevent damage to the

microphone. External documentation can be found here -

Cisco Wireless IP Phone 8821 Support

for Third-Party Cases and Covers.

There may be a need to confirm the functionality of the Cisco 8821 wireless phone microphone

while investigating a one way or no way audio situation.

Procedure

For phones running firmware versions 11.0(5) and later

The 11.0(5) release includes Audio Diagnostics support to help triage current hardware to

determine if the microphone, handset speaker, or handsfree speaker are faulty or not.

Step 1. Audio Diagnostics can be accessed at Settings > Admin settings > Diagnostics >

Audio.

Page 1 Certain phone covers or cases have been found to cause or contribute to microphone failures with the Cisco 8821 phone. Please discontinue using phone covers or cases to prevent damage to the microphone. External documentation can be found here - Cisco Wireless IP Phone 8821 Support for Third-Party Cases and Covers.
Page 2 Note: This procedure can only be used in conjunction with the 8821 IP Phone earpiece. Speaker phone or the use of a headset is not supported. Step 4. Place a call to or from the 8821 phone, answer it, and mute the phone that is not being tested for microphone functionality.
Page 3 Step 1. Swap out the battery in the phone that will not power on with another known working and charged battery and see if the phone will power on. Step 2. Test the battery from the phone that will not power on in another 8821 phone to see if the battery is functional.
Page 4 If the 8821 phone charges only when the battery is changed with a known good battery, the battery is likely bad and will need to be replaced (part number CP-BATT-8821=). Please use the RMA Failure Code HW Fail - Power.
Page 5 an LSC in place of a MIC.