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Cisco Unified IP Phone 7960G/7940G Administration Guide for Cisco Unified Communications Manager 7.0 (SIP)
OL-15499-01
Chapter 7 Troubleshooting and Maintenance
Troubleshooting Cisco Unified IP Phone Security
Troubleshooting Cisco Unified IP Phone Security
Table 7-1 provides troubleshooting information for the security features on the Cisco Unified IP Phone.
For information relating to the solutions for any of these issues, and for additional troubleshooting
information about security and encryption, refer to Cisco Unified Communications Manager Security
Guide.
Because third-party troubleshooting tools that sniff media and TCP packets do not work after you enable
encryption, you must use Cisco
Unified Communications Manager Administration to perform the
following tasks if a problem occurs:
• Analyze TCP packets for SCCP messages that are exchanged between
Cisco
Unified Communications Manager and the device
• Extract the media encryption key material from SCCP messages and decrypt the media between the
devices
General Troubleshooting Tips for the Cisco Unified IP Phone
Table 7-2 provides general troubleshooting information for the Cisco Unified IP Phone.
Ta b l e 7-1 Cisco Unified IP Phone Security Troubleshooting
Problem Possible Cause
Phone reports TFTP authorization
failure.
• The TFTP address for the phone does not exist in the CTL file.
• If you created a new CTL file with a new TFTP record, the existing CTL file on
the phone may not contain a record for the new TFTP server.
Phone does not request signed
configuration files.
• The CTL file does not contain any TFTP server entry.
• The CTL file does not contain any TFTP entries with certificates
Ta b l e 7-2 Cisco Unified IP Phone Troubleshooting
Summary Explanation
Connecting a Cisco Unified IP Phone
to another Cisco Unified IP Phone/
Cisco does not support connecting an IP phone to another IP phone through the PC
port. Each IP phone should directly connect to a switch port. If phones are connected
together in a line (by using the PC port), the phones will not work.
Poor quality when calling digital
mobile phones using the G.729
protocol.
In Cisco Unified Communications Manager, you can configure the network to use the
G.729 protocol (the default is G.711). When using G.729, calls between an IP phone
and a digital mobile phone will have poor voice quality. Use G.729 only when
absolutely necessary.
Prolonged broadcast storms cause
IP
phones to re-register.
Prolonged broadcast storms (lasting several minutes) on the voice VLAN cause the IP
phones to re-register with another Cisco
Unified Communications Manager server.
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