Symptom: The Cisco Unified Ip Phone Displays The Message Security Error; Cisco Unified Ip Phone Resets Unexpectedly; Verifying The Physical Connection; Identifying Intermittent Network Outages - Cisco 6921 Administration Manual
Administration guide for cisco unified communications manager 8.6 (sccp and sip)
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- Features (29 pages)
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Cisco Unified IP Phone Resets Unexpectedly
Symptom: The Cisco Unified IP Phone Displays the Message Security Error
When a Cisco Unified IP Phone boots, it performs an internal Power On Self Test (POST). POST checks
for existing encryption functionality. If POST detects that encryption functionality is missing, the phone
fails to boot, and the message "Security Error" appears on the screen.
To correct the problem, perform the following steps:
1.
2.
If the phone still does not start up properly, perform a factory reset of the phone. For instructions, see
Performing a Factory Reset, page
Cisco Unified IP Phone Resets Unexpectedly
If users report that their phones are resetting during calls or while idle on their desk, you should
investigate the cause. If the network connection and Cisco Unified Communications Manager
connection are stable, a Cisco Unified IP Phone should not reset on its own.
Typically, a phone resets if it has problems connecting to the Ethernet network or to Cisco Unified
Communications Manager. These sections can help you identify the cause of a phone resetting in your
network:
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Verifying the Physical Connection
Verify that the Ethernet connection to which the Cisco Unified IP Phone is connected is up. For example,
check whether the particular port or switch to which the phone is connected is down and that the switch
is not rebooting. Also make sure that there are no cable breaks.
Identifying Intermittent Network Outages
Intermittent network outages affect data and voice traffic differently. Your network might have been
experiencing intermittent outages without detection. If so, data traffic can resend lost packets and verify
that packets are received and transmitted. However, voice traffic cannot recapture lost packets. Rather
than retransmitting a lost network connection, the phone resets and attempts to reconnect its network
connection.
If you are experiencing problems with the voice network, you should investigate whether an existing
problem is simply being exposed.
Cisco Unified IP Phone 6921, 6941, 6945, and 6961 Administration Guide for Cisco Unified Communications Manager 8.6 (SCCP and SIP)
9-6
Reset the phone manually.
If the phone does not start up properly, power up the phone with the handset off-hook. Then the
phone is powered up in this way, it attempts to launch a backup software image.
Verifying the Physical Connection, page 9-6
Identifying Intermittent Network Outages, page 9-6
Verifying DHCP Settings, page 9-7
Checking Static IP Address Settings, page 9-7
Verifying the Voice VLAN Configuration, page 9-7
Verifying that the Phones Have Not Been Intentionally Reset, page 9-7
Eliminating DNS or Other Connectivity Errors, page 9-7
9-12.
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Troubleshooting
