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12-1
Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 8.5 (SIP)
OL-20861-01
12
Troubleshooting and Maintenance
This chapter provides information that can assist you in troubleshooting problems with your Cisco
Unified IP Phone or with your IP telephony network. It also explains how to clean and maintain your
phone.
If you need additional assistance to resolve an issue, see the “Obtaining Documentation, Obtaining
Support, and Security Guidelines” section on page xiii.
This chapter includes these topics:
• Resolving Startup Problems, page 12-1
• Cisco Unified IP Phone Resets Unexpectedly, page 12-6
• Troubleshooting Cisco Unified IP Phone Security, page 12-9
• General Troubleshooting Tips, page 12-10
• Resetting the Cisco Unified IP Phone, page 12-15
• Using the Quality Report Tool, page 12-16
• Monitoring the Voice Quality of Calls, page 12-16
• Where to Go for More Troubleshooting Information, page 12-17
• Cleaning the Cisco Unified IP Phone, page 12-17
Resolving Startup Problems
After installing a Cisco Unified IP Phone into your network and adding it to Cisco Unified
Communications Manager, the phone should start up as described in the “Verifying the Phone Startup
Process” section on page 3-21. If the phone does not start up properly, see the following sections for
troubleshooting information:
• Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup Process, page 12-2
• Symptom: The Cisco Unified IP Phone Does Not Register with Cisco Unified Communications
Manager, page 12-2
• Symptom: Cisco Unified IP Phone Unable to Obtain IP Address, page 12-6