Issue 5 August 2014 75
Chapter 5: Troubleshooting guidelines
Introduction
This chapter describes problems that might occur during both installation and normal operation
of the SIP deskphones and possible ways of resolving these problems.
This chapter contains the following sections:
● Descriptions of error conditions and methods for resolving them.
● Error and status messages, and methods for resolving them.
Error conditions
There are three areas where installers can troubleshoot problems before seeking assistance
from the system or LAN administrator:
1. Check both the power and Ethernet wiring for the following conditions:
● Whether all components are plugged in correctly.
● Check LAN connectivity in both directions to all servers - DHCP, HTTP, HTTPS, Avaya
Communication Manager, and/or SIP Proxy server.
● If the deskphone is supposed to be powered from the LAN, ensure that the LAN is
properly administered and is compliant with IEEE 803.3af.
2. If you are using static addressing:
● Use the VIEW Craft procedure to find the names of the files being used and verify that
these filenames match those on the HTTP/HTTPS server. See
Using the View
administrative option on page 63 for more information. Check the Avaya Web site to
verify whether the correct files are being used.
● Use the ADDR Craft procedure to verify IP Addresses. See Installing static
addressing on page 47 for information.
3. If the 9601, 9608, 9608G, 9611G, 9621G, or 9641G IP deskphone is not communicating with
the system (DHCP, HTTP, or Communication Manager call server), make a note of the last
message displayed, as described in
Table 3 and/or Table 4. Consult the system
administrator.
4. If you expect the deskphone to be IEEE-powered, verify with the LAN administrator that
IEEE power is indeed supported on the LAN.
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