Filter
Top Products
6-9
Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager 8.0
OL-21035-01
Chapter 6 Troubleshooting and Maintenance
Where to Go for More Troubleshooting Information
Where to Go for More Troubleshooting Information
If you have additional questions about troubleshooting the ATA 187, several Cisco.com web sites can
provide you with more tips. Choose from the sites available for your access level.
• ATA 187 Troubleshooting Resources:
http://www.cisco.com/en/US/products/hw/gatecont/ps514/tsd_products_support_series_home.html
Loopback condition A loopback condition can occur when the following conditions are
met:
• The SW Port Configuration option in the Network
Configuration menu on the phone is set to 10 Half
(10-BaseT/half duplex)
• The phone receives power from an external power supply
• The phone is powered down (the power supply is disconnected)
In this case, the switch port on the phone can become disabled and
the following message will appear in the switch console log:
HALF_DUX_COLLISION_EXCEED_THRESHOLD
To resolve this problem, re-enable the port from the switch.
One-way audio When at least one person in a call does not receive audio, IP
connectivity between phones is not established. Check the
configurations in routers and switches to ensure that IP connectivity
is properly configures.
Peer to peer image distribution
fails.
If the peer to peer image distribution fails, the phone will default to
using the TFTP server to download firmware. Access the log
messages stored on the remote logging machine to help debug the
peer to peer image distribution feature.
Note These log messages are different than the log messages sent
to the phone log.
Phone call cannot be established The phone does not have a DHCP IP address, is unable to register to
Cisco Unified Communications Manager, and shows a Configuring
IP or Registering message.
Verify the following:
1. The Ethernet cable is attached.
2. The Cisco CallManager service is running on the Cisco Unified
Communications Manager server.
3. Both phones are registered to the same Cisco Unified
Communications Manager.
4. Audio server debug and capture logs are enabled for both
phones. If needed, enable Java debug.
Table 6-2 ATA 187 Troubleshooting (continued)
Summary Explanation