Chapter 9 Troubleshooting and Maintenance
General Troubleshooting Tips
9-14
Cisco Unified IP Phone 7931G Administration Guide for Cisco Unified Communications Manager 6.0
OL-12457-01
General Troubleshooting Tips
Table 9-2 provides general troubleshooting information for the Cisco Unified IP
Phone.
Phone cannot obtain a DHCP-assigned IP
address
These errors typically indicate that 802.1X
authentication is not enabled on the phone. To enable
it, see the “802.1X Authentication and Status” section
on page 4-39.
Phone does not register with
Cisco Unified Communications Manager
Phone status display as “Configuring IP” or
“Registering”
802.1X Authentication Status displays as
“Disabled”
Status menu displays DHCP status as timing
out
Factory Reset Deleted 802.1X Shared Secret
Phone cannot obtain a DHCP-assigned IP
address
These errors typically indicate that the phone has
completed a factory reset (see the “Performing a
Factory Reset” section on page 9-20) while 802.1X
was enabled. A factory reset deletes the shared secret,
which is required for 802.1X authentication and
network access. 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 the “802.1X
Authentication and Status” section on page 4-39).
Phone does not register with
Cisco Unified Communications Manager
Phone status display as “Configuring IP” or
“Registering”
Cannot access phone menus to verify 802.1X
status
Table 9-1 Cisco Unified IP Phone Security Troubleshooting (continued)
Problem Possible Cause
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