Chapter 9 Troubleshooting and Maintenance
Troubleshooting Cisco Unified IP Phone Security
9-14
Cisco Unified IP Phone 7961G/7961G-GE and 7941G/7941G-GE for Cisco Unified Communications Manager 6.0
OL-11953-01
Phone cannot obtain a
DHCP-assigned IP address
These errors typically indicate that 802.1X is not enabled on the
phone. To enable it, see the “Security Configuration Menu”
section on page 4-37 for information on enabling 802.1X on the
phone.
Phone does not register with
Cisco Unified Communications
Manager
Phone status display as
“Configuring IP” or “Registering”
802.1X Authentication Status
displays as “Disabled” (see the
“802.1X Authentication and Status”
section on page 4-48).
Status menu displays DHCP status
as timing out (see the “Call
Statistics Screen” section on
page 7-17).
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 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 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.
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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