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Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 8.5 (SIP)
OL-20861-01
Chapter 12 Troubleshooting and Maintenance
Resolving Startup Problems
Symptom: The Cisco Unified IP Phone Does Not Go Through its Normal Startup
Process
When you connect a Cisco Unified IP Phone into the network port, the phone should go through its
normal startup process as described in “Verifying the Phone Startup Process” section on page 3-21 and
the phone screen should display information. 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.
–
Disconnect a functioning Cisco Unified IP Phone from another port and connect it to this
network port to verify the port is active.
–
Connect the Cisco Unified IP Phone that will not start up to a different network port that is
known to be good.
–
Connect the Cisco Unified IP 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 in-line power, use the external power supply instead.
–
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, power up the phone with the handset off-hook. When
the phone is powered up in this way, it attempts to launch a backup software image.
4. If the phone still does not start up properly, perform a factory reset of the phone. For instructions,
see the
“Monitoring the Voice Quality of Calls” section on page 12-16.
If after attempting these solutions, the phone screen on the Cisco Unified IP Phone does not display any
characters after at least five minutes, contact a Cisco technical support representative for additional
assistance.
Symptom: The Cisco Unified IP Phone 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 displaying on the phone screen, 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:
• Identifying Error Messages, page 12-3
• Checking Network Connectivity, page 12-3
• Verifying TFTP Server Settings, page 12-3
• Verifying IP Addressing and Routing, page 12-3