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Cisco Unified IP Phone 7970G/7971G-GE Administration Guide for Cisco Unified Communications Manager 7.0
OL-15299-01
Chapter 9 Troubleshooting and Maintenance
Troubleshooting Cisco Unified IP Phone Security
Procedure
Step 1 Use the Erase softkey to reset phone settings to their default values. See the “Resetting or Restoring the
Cisco Unified IP Phone” section on page 9-13 for details.
Step 2 Modify DHCP and IP settings:
a. Disable DHCP. See the “Network Configuration Menu” section on page 4-5 for instructions.
b. Assign static IP values to the phone. See the “Network Configuration Menu” section on page 4-5 for
instructions. Use the same default router setting used for other functioning Cisco Unified IP Phones.
c. Assign TFTP server. See the “Network Configuration Menu” section on page 4-5 for instructions.
Use the same TFTP server used for other functioning Cisco Unified IP Phones.
Step 3 On the Cisco Unified Communications Manager server, verify that the local host files have the correct
Cisco Unified Communications Manager server name mapped to the correct IP address.
Step 4 From Cisco Unified Communications Manager, choose System > Server and verify that the server is
referred to by its IP address and not by its DNS name.
Step 5 From Cisco Unified Communications Manager, choose Device > Phone and verify that you have
assigned the correct MAC address to this Cisco Unified IP Phone. For information about determining a
MAC address, see the “Determining the MAC Address of a Cisco Unified IP Phone” section on
page 2-14.
Step 6 Power cycle the phone.
Checking Power Connection
In most cases, a phone will restart if it powers up by using external power but loses that connection and
switches to PoE. Similarly, a phone may restart if it powers up by using PoE and then gets connected to
an external power supply.
Troubleshooting Cisco Unified IP Phone Security
Table 9-1 provides troubleshooting information for the security features on the Cisco Unified IP Phone.
For information relating to the solutions for any of these issues, and for additional troubleshooting
information about security, refer to Cisco Unified Communications Manager Security Guide.
Table 9-1 Cisco Unified IP Phone Security Troubleshooting
Problem Possible Cause
CTL File Problems
Device authentication error. CTL file does not have a
Cisco Unified Communications Manager
certificate or has an incorrect certificate.
Phone cannot authenticate CTL file. The security token that signed the updated CTL
file does not exist in the CTL file on the phone.
Phone cannot authenticate any of the configuration
files other than the CTL file.
There is a bad TFTP record.