Cisco Systems OL-21035-01 User Manual
Troubleshooting and Maintenance
This chapter provides information that can assist you in troubleshooting problems with your ATA 187 or
with your IP telephony network. It also explains how to clean and maintain your phone.
This chapter includes these topics:
• Resolving Startup Problems, page 6-1
• ATA 187 Resets Unexpectedly, page 6-5
• Troubleshooting ATA 187 Security, page 6-7
• General Troubleshooting Tips, page 6-7
• Where to Go for More Troubleshooting Information, page 6-9
• Cleaning the ATA 187, page 6-10
Resolving Startup Problems
CHAP T E R
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After installing an ATA 187 into your network and adding it to Cisco Unified Communications Manager,
the phone should start up as described in the Installing the ATA 187, page 3-3. If the phone does not start
up properly, see the following sections for troubleshooting information:
• Symptom: The ATA 187 Does Not Go Through its Normal Startup Process, page 6-1
• Symptom: The ATA 187 Does Not Register with Cisco Unified Communications Manager, page 6-2
• Symptom: ATA 187 Unable to Obtain IP Address, page 6-4
Symptom: The ATA 187 Does Not Go Through its Normal Startup Process
When you connect a phone in the network port, the phone should go through its normal startup process
as described in the Verifying the ATA 187 Startup Process, page 3-3. If the phone does not go through
the startup process, the cause may be faulty cables, bad connections, network outages, lack of power,
and so on. Or, the phone may not be functional.
To determine whether the phone is functional, follow these suggestions to systematically eliminate these
other potential problems:
1. Verify that the network port is functional:
–
Exchange the Ethernet cables with cables that you know are functional.
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Chapter 6 Troubleshooting and Maintenance
Resolving Startup Problems
–
Disconnect a functioning phone from another port and connect it to this network port to verify
the port is active.
–
Connect the phone that will not start up to a different network port that is known to be good.
–
Connect the phone that will not start up directly to the port on the switch, eliminating the patch
panel connection in the office.
2. Verify that the phone is receiving power:
–
If you are using external power, verify that the electrical outlet is functional.
–
If you are using the external power supply, switch with a unit that you know to be functional.
3. If the phone still does not start up properly, perform a factory reset of the phone.
Symptom: The ATA 187 Does Not Register with Cisco Unified Communications Manager
If the phone proceeds past the first stage of the startup process (LED buttons flashing on and off) but
continues to cycle through the messages, the phone is not starting up properly. The phone cannot
successfully start up unless it is connected to the Ethernet network and it has registered with a
Cisco Unified Communications Manager server.
These sections can assist you in determining the reason the phone is unable to start up properly:
• Registering the Phone with Cisco Unified Communications Manager, page 6-4
• Checking Network Connectivity, page 6-2
• Verifying TFTP Server Settings, page 6-2
• Verifying DNS Settings, page 6-3
• Verifying Cisco Unified Communications Manager Settings, page 6-3
• Cisco Unified Communications Manager and TFTP Services Are Not Running, page 6-3
• Creating a New Configuration File, page 6-3
• Registering the Phone with Cisco Unified Communications Manager, page 6-4
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 ATA 187 by entering http://x.x.x.x
where x.x.x.x is the IP address of the ATA 187.
If you have assigned a static IP address to the phone, you must manually enter a setting for the TFTP
Server 1 option. See “Accessing the IVR and Configuring Your Phone Setting” section on page 8-1.
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.
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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 “Accessing the IVR and Configuring Your
Phone Setting” section on page 8-1 for instructions.
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Verifying DNS Settings
If you are using DNS to refer to the TFTP server or to Cisco Unified Communications Manager, you
must ensure that you have specified a DNS server. Verify this setting by entering http://x.x.x.x where
x.x.x.x is the IP address of the ATA 187. You should also verify that there is a CNAME entry in the DNS
server for the TFTP server and for the Cisco Unified Communications Manager system.
You must also ensure that DNS is configured to do reverse look-ups.
Verifying Cisco Unified Communications Manager Settings
Enter http://x.x.x.x where x.x.x.x is the IP address of the ATA 187 to find the active and standby Cisco
Unified Communications Manager settings.
Cisco Unified Communications Manager and TFTP Services Are Not Running
If the Cisco Unified Communications Manager or TFTP services are not running, phones may not be
able to start up properly. However, in such a situation, it is likely that you are experiencing a system-wide
failure, and that other phones and devices are unable to start up properly.
Resolving Startup Problems
If the Cisco Unified Communications Manager service is not running, all devices on the network that
rely on it to make phone calls will be affected. If the TFTP service is not running, many devices will not
be able to start up successfully.
To start a service, follow these steps:
Procedure
Step 1 From Cisco Unified Communications Manager Administration, choose Cisco Unified Serviceability
from the Navigation drop-down list.
Step 2 Choose Tools > Control Center - Network Services.
Step 3 Choose the primary Cisco Unified Communications Manager server from the Server drop-down list.
The window displays the service names for the server that you chose, the status of the services, and a
service control panel to stop or start a service.
Step 4 If a service has stopped, click its radio button and then click the Start button.
The Service Status symbol changes from a square to an arrow.
Note A service must be activated before it can be started or stopped. To activate a service, choose Too l s >
Service Activation.
Creating a New Configuration File
If you continue to have problems with a particular phone that other suggestions in this chapter do not
resolve, the configuration file may be corrupted.
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