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Chapter 9
Troubleshooting and Maintenance
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In addition, problems with security may prevent the phone from starting up properly. See
Troubleshooting Cisco Unified IP Phone Security, page 9-9
Identifying Error Messages
As the phone cycles through the startup process, you can access status messages that might provide you
with information about the cause of a problem. See
about accessing status messages and for a list of potential errors, their explanations, and their solutions.
Checking Network Connectivity
If the network is down between the phone and the TFTP server or Cisco Unified Communications
Manager, the phone cannot start up properly. Ensure that the network is currently running.
Verifying TFTP Server Settings
You can determine the IP address of the TFTP server used by the phone by pressing the Settings button
on the phone, choosing Network Configuration > IPv4 and scrolling to the TFTP Server 1 option.
If you have assigned a static IP address to the phone, you must manually enter a setting for the TFTP
Server 1 option. See
If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check
the IP address configured in Option 150.
You can also enable the phone to use an alternate TFTP server. Such a setting is particularly useful if
the phone was recently moved from one location to another. See
for instructions.
Verifying IP Addressing and Routing
You should verify the IP addressing and routing settings on the phone. If you are using DHCP, the DHCP
server should provide these values. If you have assigned a static IP address to the phone, you must enter
these values manually.
On the Cisco Unified IP Phone, choose Settings > Network Configuration > IPv4 Configuration, and
look at the following options:
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OL-23091-01
Verifying TFTP Server Settings, page 9-3
Verifying IP Addressing and Routing, page 9-3
Verifying DNS Settings, page 9-4
Verifying Cisco Unified Communications Manager Settings, page 9-4
Cisco CallManager and TFTP Services Are Not Running, page 9-4
Creating a New Configuration File, page 9-5
Checking Network Connectivity, page 9-3
Network Configuration Menu, page
DHCP Server—If you have assigned a static IP address to the phone, you do not need to enter a value
for the DHCP Server option. However, if you are using a DHCP server, this option must have a
value. If it does not, check your IP routing and VLAN configuration. See the Troubleshooting
Switch Port and Interface Problems document, available at this URL:
http://www.cisco.com/warp/customer/473/53.shtml
Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)
for more information.
Status Messages Screen, page 8-3
4-5.
Network Configuration Menu, page 4-5
Resolving Startup Problems
for instructions
9-3
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Table of Contents
Troubleshooting
