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Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager 8.0
OL-21035-01
Chapter 6 Troubleshooting and Maintenance
Troubleshooting ATA 187 Security
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 ATA 187 Security
Table 6-1 provides troubleshooting information for the security features on the ATA 187. For
information relating to the solutions for any of these issues, and for additional troubleshooting
information about security, see the Cisco Unified
Communications Manager Security Guide.
General Troubleshooting Tips
Table 6-2 provides general troubleshooting information for the ATA 187.
Ta b l e 6-1 ATA 187 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 ITL file.
The configuration file may not be signed by the
corresponding certificate in the phone’s Trust List.
Phone does not register with
Cisco
Unified Communications Manager.
The CTL file does not contain the correct
information for the
Cisco
Unified Communications Manager server.
Phone does not request signed configuration files. The CTL file does not contain any TFTP entries
with certificates.
Ta b l e 6-2 ATA 187 Troubleshooting
Summary Explanation
Daisy-chaining phones Cisco does not support connecting a phone to another phone through
the PC port. Each phone should directly connect to a switch port. If
phones are connected together in a line (by using the PC port), the
phones will not work.
Poor quality when calling mobile
phones using the G.729 protocol
In Cisco Unified Communications Manager, you can configure the
network to use the G.729 protocol (the default is G.711). When
using G.729, calls between a phone and a mobile phone will have
poor voice quality. Use G.729 only when absolutely necessary.