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Cisco Unified IP Phone 7961G/7961G-GE and 7941G/7941G-GE for Cisco Unified Communications Manager 6.0
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Chapter 9 Troubleshooting and Maintenance
Cisco Unified IP Phone Resets Unexpectedly
Typically, a phone resets if it has problems connecting to the Ethernet network or
to Cisco Unified Communications Manager. These sections can help you identify
the cause of a phone resetting in your network:
• Verifying the Physical Connection, page 9-9
• Identifying Intermittent Network Outages, page 9-9
• Verifying DHCP Settings, page 9-10
• Checking Static IP Address Settings, page 9-10
• Verifying the Voice VLAN Configuration, page 9-10
• Verifying that the Phones Have Not Been Intentionally Reset, page 9-11
• Eliminating DNS or Other Connectivity Errors, page 9-11
Verifying the Physical Connection
Verify that the Ethernet connection to which the Cisco Unified IP Phone is
connected is up. For example, check if the particular port or switch to which the
phone is connected is down and that the switch is not rebooting. Also make sure
that there are no cable breaks.
Identifying Intermittent Network Outages
Intermittent network outages affect data and voice traffic differently. Your
network might have been experiencing intermittent outages without detection. If
so, data traffic can resend lost packets and verify that packets are received and
transmitted. However, voice traffic cannot recapture lost packets. Rather than
retransmitting a lost network connection, the phone resets and attempts to
reconnect its network connection.
If you are experiencing problems with the voice network, you should investigate
whether an existing problem is simply being exposed.
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