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CHAPTER
6
Troubleshooting and Maintenance
This chapter provides information that can assist you in troubleshooting problems with your ATA 187 or
with your IP telephony network. It also explains how to clean and maintain your phone.
This chapter includes these topics:
• Resolving Startup Problems, page 6-1
� ATA 187 Resets Unexpectedly, page 6-5
� Troubleshooting ATA 187 Security, page 6-7
� General Troubleshooting Tips, page 6-7
� Where to Go for More Troubleshooting Information, page 6-9
� C
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Chapter 6 Troubleshooting and Maintenance Resolving Startup Problems – Disconnect a functioning phone from another port and connect it to this network port to verify the port is active. – Connect the phone that will not start up to a different network port that is known to be good. – Connect the phone that will not start up directly to the port on the switch, eliminating the patch panel connection in the office. 2. Verify that the phone is receiving power: – If you are using external
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Chapter 6 Troubleshooting and Maintenance Resolving Startup Problems Verifying DNS Settings If you are using DNS to refer to the TFTP server or to Cisco Unified Communications Manager, you must ensure that you have specified a DNS server. Verify this setting by entering http://x.x.x.x where x.x.x.x is the IP address of the ATA 187. You should also verify that there is a CNAME entry in the DNS server for the TFTP server and for the Cisco Unified Communications Manager system. You must
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Chapter 6 Troubleshooting and Maintenance Resolving Startup Problems To create a new configuration file, follow these steps: Procedure Step 1 From Cisco Unified Communications Manager, choose Device > Phone > Find to locate the phone experiencing problems. Step 2 Choose Delete to remove the phone from the Cisco Unified Communications Manager database. Step 3 Add the phone back to the Cisco Unified Communications Manager database. See Attaching a Phone to the ATA 187, page 3-3 for de
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Chapter 6 Troubleshooting and Maintenance ATA 187 Resets Unexpectedly ATA 187 Resets Unexpectedly If users report that their phones are resetting during calls or while idle on their desk, you should investigate the cause. If the network connection and Cisco Unified Communications Manager connection are stable, a Cisco Unified IP Phone should not reset on its own. Typically, a phone resets if it has problems connecting to the Ethernet network or to Cisco Unified Communications Manager
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Chapter 6 Troubleshooting and Maintenance ATA 187 Resets Unexpectedly The ATA 187 sends messages with request type 151 to renew the DHCP address leases. If the DHCP server expects messages with request type 150, the lease will be denied, forcing the ATA 187 to restart and request a new IP address from the DHCP server. Checking Static IP Address Settings If the phone has been assigned a static IP address, verify that you have entered the correct settings. See Understanding Phone Confi
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Chapter 6 Troubleshooting and Maintenance Troubleshooting ATA 187 Security Checking Power Connection In most cases, a phone will restart if it powers up by using external power but loses that connection and switches to PoE. Similarly, a phone may restart if it powers up by using PoE and then gets connected to an external power supply. Troubleshooting ATA 187 Security Table 6-1 provides troubleshooting information for the security features on the ATA 187. For information relating to t
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Chapter 6 Troubleshooting and Maintenance General Troubleshooting Tips Table 6-2 ATA 187 Troubleshooting (continued) Summary Explanation Prolonged broadcast storms A prolonged Layer 2 broadcast storm (lasting several minutes) on cause phones to reset, or be the voice VLAN may cause phones to reset, lose an active call, or unable to make or answer a call be unable to initiate or answer a call. Phones may not come up until a broadcast storm ends. Moving a network connection If you are
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Chapter 6 Troubleshooting and Maintenance Where to Go for More Troubleshooting Information Table 6-2 ATA 187 Troubleshooting (continued) Summary Explanation Loopback condition A loopback condition can occur when the following conditions are met: � The SW Port Configuration option in the Network Configuration menu on the phone is set to 10 Half (10-BaseT/half duplex) � The phone receives power from an external power supply � The phone is powered down (the power supply is disconnected)
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Chapter 6 Troubleshooting and Maintenance Cleaning the ATA 187 � Cisco Products and Services (Technical Support and Documentation): http://www.cisco.com/cisco/web/support/index.html Cleaning the ATA 187 To clean your ATA 187, use a soft, dry cloth to wipe the surface. Do not apply liquids or powders directly on the device. As with all non-weather-proof electronics, liquids and powders can damage the components and cause failures. Cisco Unified IP Phone Administration Guide for Cisco
