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Troubleshooting and Maintenance

Solution

To enable it, see

Factory Reset of Phone Has Deleted 802.1X Shared Secret

Problem

After a reset, the phone does not authenticate.

Cause

These errors typically indicate that the phone has completed a factory reset (see

while 802.1X was enabled. A factory reset deletes the shared secret, which is required for 802.1X authentication

and network access.

Solution

To resolve this, you have two options:

• Temporarily disable 802.1X authentication on the switch.

• Temporarily move the phone to a network environment that is not using 802.1X authentication.

Once the phone starts up normally in one of these conditions, you can access the 802.1X configuration menus

and re-enter the shared secret (see

Audio and Video Problems

The following sections describe how to resolve audio and video problems.

Problem

The display appears to have rolling lines or a wavy pattern.

Cause

The phone might be interacting with certain types of older fluorescent lights in the building.

Solution

Move the phone away from the lights or replace the lights to resolve the problem.

Problem

One or more people on a call do not hear any audio.

802.1X Authentication and Status

Factory Reset of Phone Has Deleted 802.1X Shared Secret

Menus.

Menus).

Troubleshooting and Maintenance

Factory Reset, on page

20)