SPA932 Side Car will not even blink at all, is that normal??

Unanswered Question
Feb 23rd, 2009

I've got a new SPA932 for a customer of mine to go with their new SPA962 phones

But no lights on the SPA932 will blink at all even during Phone reboot or when in test mode. I need to know if it is normal for a SPA932 not to blink while the phone it is attached to it is rebooting and blinking all over?? I will be very thankful for a quick answer to be able to send it back.

Thanks in advance.

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Patrick Born Mon, 02/23/2009 - 06:48

Hello,

I'm sorry to hear that you're having problems with the SPA932.

Normally, no LEDs on the SPA932 will light up unless line keys on the SPA932 are configured.

An easy way to configure the SPA932 in a SPA9000 environment is with the SPA9000 Setup Wizard.

Available from http://Cisco.com/smallbusiness [search on SPA9000]

Direct Link: http://tools.cisco.com/support/downloads/go/IPCheck.x?defAdv=N&sftAdv=N&image=spa9000SetupWizard_2-1-0-0.zip&filepath=/swc/esd/02/crypto/3DES/282414116/guest&filename=spa9000SetupWizard_2-1-0-0.zip&advUrl=null&isk=Y&defInd=N&mdfid=282414116&sftType=Voice%20System%20Setup%20Wizard&optPlat=&relVer=2.1.0.0&fileId=464113&treeMdfId=280384236&treeName=Voice%20and%20Unified%20Communications

Also, refer to page 162/265 of the Cisco SPA and Wireless IP Phone Administration Guide, "Configuring the SPA932 Attendant Console"

Available from http://Cisco.com/smallbusiness [Search on SPA962]

Direct Link: http://www.cisco.com/en/US/docs/voice_ip_comm/csbpipp/ip_phones/administration/guide/spa_wip_admin.pdf

Please try the following:

  1. Check physical connection to phone:

          Verify that the SPA962 AUX port is connected to the SPA932 AUX IN and that the RJ11 plug is fully inserted with a "click".

  2. Determine phone's IP address:

          Phone > Setup button > 9 Network > 2 Current IP: write down this IP address

  3. Verify up to date firmware on the SPA962:

          Access the SPA962's web-user interface [web-UI]: http:///admin/advanced

          Verify that the phone's Info tab > Product Information > Software Version: is 6.1.5(a) [nothing earlier than 5.2.8]

  4. Verify that the SPA932 is enabled:

          http:///admin/advanced > SPA932 tab > General > Unit 1 Enable: yes

          [If no, select yes then scroll down and save changes]

  5. Enable test mode:

          http:///admin/advanced > SPA932 tab > General > Test Mode Enable > yes

          Scroll down and click Submit All Changes

  6. Test SPA932:

          After #5, the SPA962 will reboot, once rebooted

          Press any button on the SPA932, button should flash green/red

          Press button again to stop flashing

          Turn off test mode:

               http:///admin/advanced > SPA932 tab > General > Test Mode Enable > no

               Scroll down and click Submit All Changes

  7. Verify that the SPA932 is connected:

          http:///spa932status.htm

          Verify that Unit 1 tab > Unit Online: Yes

          [If no, check the phone's firmware version and the short black cable connecting the SPA932 to the SPA962]

Depending on the results of the above, you may need a working RJ11 cable between the SPA962 and SPA932 or you may need to RMA the unit.

Please let me know how you progress.

Good luck.

Regards,

Patrick

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adabbas@yahoo.com Wed, 02/25/2009 - 01:24

Dear Patrick,

Thanks for your response.

Even when I’ve run the test mode, I was unable to turn any light even when pressing all the buttons many times.

According to the manuals I’ve read “When test mode is enabled, the LEDs are turned on when keys are pressed, going from off to green to red, and back to off. In test mode, when all the buttons on the attendant console are returned to off, all the keys become orange. The phone must be rebooted after the test is completed.” I did not see any of that when in test mode.

I’m using the SPA932 with trixbox (an An Asterisk based PBX),  and followed the instructions available here https://www.8774e4voip.com/kb.asp?ID=2 to turne the BLF function on using the command fnc=blf+sd;sub=1001@192.168.1.114;nme=whatever but no green light was turned on.

I’ve enabled CTI according to the “Linksys SPA9x2 Phone Administration Guide” but that did not help, still no lights at all on the SPA932 Side Car.

The SPA932 Status page shows Unit Enable: Yes, Unit Online: Yes

The Extensions I am monitoring shows "BLF, Speed Dial, Call Pickup" in Green, but "2005@192.168.1.99" in Red. Does this mean anything?

BTW: I can use it for speed dial, but it won’t blink at all!! Which means that the Cable between it and the SPA962 is plugged (but maybe the wires responsible for carrying power to the LEDs are not connected?)

I do not think I need to do anything on trixbox side, because I managed easily to monitor the same extensions using 4 of the 6 line appearances on the SPA962 using the same command and following the instructions here http://www.yourexodus.com/free-help/trixbox-asterisk-freepbx/80-spa962-s...

I’ve tested it on two different SPA962 phones, both were updated to the latest firmware version 6.1.3, both gave the same result.

I do not have another unit to test (I've ordered this one from abroad), and I do not know what the normal behavior should be. But I am used to stuff at least blink when connected.

Thanks for any advice, as I hope to try to avoid RMAing it since I’ve ordered it through Amazon from abroad and reshipping it back to them will cost me half its price, and a lot of time.

Patrick Born Wed, 02/25/2009 - 16:22
  1. Please capture your phone's configuration as described here: https://www.myciscocommunity.com/docs/DOC-2982
  2. Please enable logging as described here: https://www.myciscocommunity.com/docs/DOC-3033
  3. Power cycle the phone.
  4. After ~3 minutes, save the syslog file[so I can review registration activity etc.]
  5. Send the phone configuration and log file to me at paborn at Cisco dot com.

Per your message:

The Extensions I am monitoring shows "BLF, Speed Dial, Call Pickup" in Green, but "2005@192.168.1.99" in Red. Does this mean anything?

[Reply] I'm not sure what you mean by this. Do you mean that for example LED1 on the SPA932 is BLF, SD, CP is green? [If so, all is normal]

A red LED indicates that the monitored device is off-hook. Orange means that there's a registration error.

BTW: I can use it for speed dial, but it won’t blink at all!!

[Reply] This is normal, LEDs do not flash

I do not think I need to do anything on trixbox side, because I managed easily to monitor the same extensions using 4 of the 6 line appearances on the SPA962 using the same command and following the instructions here http://www.yourexodus.com/free-help/trixbox-asterisk-freepbx/80-spa962-spa942-and-blf-busy-lamp-field.html

[Reply] I agree, looks like you're good here. BTW the phones are now at 6.1.5(a). I contacted the owner of the site you referred to and suggested he update to show Cisco links for updated firmware.

I do not have another unit to test (I've ordered this one from abroad), and I do not know what the normal behavior should be. But I am used to stuff at least blink when connected.

[Reply] Good thinking. This device does not blink when connected. The LEDs only light up when configured, or mis-configured, otherwise they are off. I have a SPA932 unit on my desk phone...

Thanks for any advice, as I hope to try to avoid RMAing it since I’ve ordered it through Amazon from abroad and reshipping it back to them will cost me half its price, and a lot of time.

[Reply] I fully understand and will do my best to help you figure out what is going on in.

Regards,

Patrick

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adabbas@yahoo.com Wed, 02/25/2009 - 23:51

Dear Patrick,

Thanks again for your input,

When I said that "The Extensions I am monitoring shows "BLF, Speed Dial, Call Pickup" in Green, but "2005@192.168.1.99" in Red." I was describing what I see when I go to the SPA932 Status page (on the phone web interface) which also shows Unit Enable: Yes, Unit Online: Yes.

Maybe Blinking is not the correct word to use (I am not a native English speaker). What I meant to say is that no LED lights are turned on, whatever I do, even when rebooting the phone (which felt strange since the phone LEDs itself is displaying all the colors it can do). Since as you say this is a normal behavior, I may have hope yet :)

But since no LEDs are light even in test mode makes me wonder, if something is not connecting the power needed to light the LEDs inside or to the SPA932.

I will enable logging as described as soon as I go to the installation site, and send you the results,

Thanks for everything,

Patrick Born Thu, 02/26/2009 - 09:04

To simulate your environment, I removed my SPA9000/SPA400 from my lab network to replicate your environment as best I can.

My SPA962 LEDs change from green [registered to call control] to orange [unregistered]

SPASPA932 LEDs that are not registered, remain off.

  1. I reboot the SPA962/932 and no LEDs on the SPA932 light. Essentially the SPA932 looks dead.
  2. I then go to http:///admin/advanced > SPA932 tab >
  3. Unit 1 Enable: yes
  4. Server Type Asterisk
  5. Test Mode Enable: yes
  6. Scroll down and click on Submit All Changes
  7. The SPA962/932 reboots [The SPA932 does not light up any LEDs, it looks dead]
  8. Press top-left button on SPA932 [flashes green/red continuously]
  9. Press SPA932 button-2 [flashes green/red continuously]
  10. Press all remaining SPA932 buttons [SPA932 now flashing crazily, every LED flashing green/red ]
  11. Press each button again to switch it off
  12. All LEDs now turn orange as soon as the last LED in #11 is pressed and now the SPA932 ignores any futher button pushes
  13. http:///admin/advanced > SPA932 tab > Test Mode Enable: no
  14. Scroll down and click on Submit All Changes
  15. The SPA962/932 reboots and again, the SPA932 does not light up any LEDs, it looks dead

Please send me paborn at Cisco.com your phone's configuration as described at: https://www.myciscocommunity.com/docs/DOC-2982 and we can troubleshoot further.

Also, consider setting up an account on your server and sending me the information. I'll configure up my SPA962/932 and compare results with you.

Regards,

Patrick

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adabbas@yahoo.com Tue, 03/03/2009 - 02:43

Dear Patrick,

I’ve sent you all the required syslog results, configuration files, access to a test trixbox server and an account on that server by email.

Looking forward for your prompt reply,

Ashraf

Patrick Born Tue, 03/03/2009 - 09:40

Hi Ashraf,

Thank you for the information. I completed testing yesterday, but haven't been able to reply until now.

I registered my SPA962/SPA932 to your trixbox server. I configured Unit 1 Key 1 for blf, sd, and cp of your extension 2007.

My SPA932's LED 1 lit up green. I used the speed dial to call your extension 2007 but there was no reply, [~22H35 per your trixbox servers clock]

I based my system's configuration on what you're using. I saved my configuartion and the SPA932 status page so you can see that it was registered. I'll send to you privately.

I can confirm that your configuration works on my devices in my lab.

Keep in mind that since no LEDs light up when in test mode and you press a button, the RJ11 cable from your phone to the SPA932 may not be inserted properly, or may perhaps be faulty.

Regards,

Patrick

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adabbas@yahoo.com Tue, 03/03/2009 - 11:58

Dear Patrick,

Actually I’ve tested the RJ-11 cable that came with it with a multi-meter, and I can confirm that all six pairs are connected.

Is there anything else I can test before declaring this unit faultily and start the RMA process?? Anyway it seems that I will order another one today to save time as it needs around two weeks to reach Jordan where I live (it is too bad that no Cisco partner is willing to sell the SPA932 in Jordan, although I can get almost all the SPA9xx phones locally).

On another subject, it is too bad that I missed talking to you the other day; maybe we can do that later :)

With best regards,

Ashraf

Patrick Born Thu, 03/05/2009 - 08:09

Hi Ashraf,

Thinking about it, you could potentially have a faulty SPA962 phone.

Last thing you could do is:

1. Factory reset your SPA962 [setup button > 14 > yes]

2. Verify that the phone has CTI enabled: SIP tab > SIP Parameters > CTI Enable: yes

3. Configure the phone as I describe in post#5 on Feb 26 12:04PM at: https://www.myciscocommunity.com/message/2777#2777

4. Verify if any LEDs light up

5. If no LEDs, test on another SPA962 phone.

Good luck and regards,

Patrick

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adabbas@yahoo.com Thu, 03/05/2009 - 11:25

Hello again Patrick,

Actually I've already tested it with another SPA962 as posted on 2 Feb 25, 2009 

Both phones gave the same results, it seems that I have nothing else to test except another SPA932 which I've already ordered yesterday.

By the way, I am inclined to open this SPA932 to see if something is not connected somewhere inside, but with little knowledge I have about its design, I do not think that I will benefit anything from this exercise.

With best regards,

Ashraf

Patrick Born Thu, 03/05/2009 - 14:08

Hi Ashraf,

It looks like the only way forward is to RMA the device. :-(

I'm sorry that I could not be of more service. Please let me know the resolution of this.

Regards,

Patrick

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