Cisco 7962G - Unified IP Phone VoIP Troubleshooting And Maintenance - Page 5

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Troubleshooting and Maintenance

Cisco Unified IP Phone Cannot Obtain IP Address

Problem

If a phone cannot obtain an IP address when it starts up, the phone may not be on the same network or VLAN

as the DHCP server, or the switch port to which the phone connects may be disabled.

Solution

Ensure that the network or VLAN to which the phone connects has access to the DHCP server, and ensure

that the switch port is enabled.

Cisco Unified IP Phone Displays Security Error Message

Problem

The phone displays Security Error on the screen.

Cause

When a Cisco Unified IP Phone boots, it performs an internal Power On Self Test (POST). POST checks for

existing encryption functionality. If POST detects that encryption functionality is missing, the phone fails to

boot, and the message "Security Error" appears on the screen.

Solution

To correct the problem, perform the following steps:

1. Reset the phone manually.

2. If the phone 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.

3. If the phone still does not start up properly, perform a factory reset of the phone. For instructions, see

Perform Factory Reset, on page

Cisco Unified IP Phone Resets Unexpectedly

If users report that their phones are resetting during calls or while idle on their desk, you should investigate

the cause. If the network connection and Cisco Unified Communications Manager connection are stable, a

Cisco Unified IP Phone should not reset on its own.

A phone resets if it has problems connecting to the Ethernet network or to Cisco Unified Communications

Manager.

Physical Connection Problems

Problem

The physical connection to the LAN may be broken.

Cisco Unified IP Phone Cannot Obtain IP Address

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Troubleshooting and Maintenance