SPA 504G will not register with UC320W

Unanswered Question
Mar 2nd, 2012

This is new equipment, out-of-the-box configuration, firmware updates done. I have 2 SPA 301s that are discovered and work just fine. I have 3 SPA 504Gs that are not discovered, nor do they work when I manually add them. They are pulling a correct IP from VLAN 100 just fine. On the 504Gs I get a dialtone but no outside dialtone when I press 9. On the 301s I get a dialtone when pressing 9 and can make outbound calls and can recieve inbound calls. All of the phones are plugged into an ESW-520 switch with a default config except for a static IP. The 320W WAN port is plugged into one of our main Cisco switches (2960) and that switch is supplying a DHCP address to the WAN side of the 320. The 320 is serving DHCP to the clients on it's LAN side. I have two POTs lines plugged into FXO ports. I have tried a factory reset on all of the SPA 504Gs. I even tried plugging a 504G directly into the 320W and still have the same issue.

I have this problem too.
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rowseyba1 Mon, 03/05/2012 - 10:35

Alan,

It's definitely odd that the SPA504's aren't being automatically discovered by the 320.  You say that you get a dial tone when you pick up the phone.  Are the phone's receiving their phone load?  What firmware are you running on your ESW switch? 

juliomar Mon, 03/05/2012 - 10:45

Hi Alan,

What is the model number of your SPA phones?  Look in the back next to the Ethernet ports- is it SPA504G or SPA504G-RC? 

Second, what firmware version are the SPA504G and UC320W running?  If your SPA phones come with firmware version 7.4.8a, I suggest you upgrade your UC320W to the latest RC 2.2.1.

Best regards,

Julio

ajett@pi-star.com Mon, 03/05/2012 - 12:16

To Julio & Brad,

  • They are SPA505G phones - I have 3 and none are working - 303s are woking fine
  • I do get a dialtone when picking up the reciever on the 504Gs but not when I press 9
  • Switch FW is 2.1.19 - I even tried plugging 504G directly into UC320W and still no luck
  • The 504Gs have 7.4.8a
  • SPA303s have 7.4.7v23
  • UC320W has 2.1.2(1)
  • The 504Gs are pulling an IP in VLAN100 - I can see them in Status>DHCP Clients
  • I think I already tried 2.2.1 on the UC320W and no luck - will try again though
rowseyba1 Mon, 03/05/2012 - 12:23

That's the firmware you need on the switch.  I assume you mean 504 phones, not 505.  Are the phones receiving their load? What I mean by this is are they picking up their user information or is the screen blank.  Can you ping the IP addresses of the phones? 

Did you check the back of the phone as Julio suggested?  The RC version has a special firmware that is incompatible with any UC platform. 

ajett@pi-star.com Mon, 03/05/2012 - 12:27

Yes,  SPA504G - Sorry

The phones are not picking up their load and not showing up under devices. Odd that they are getting a proper IP though.

I checked them and they are using SIP.

I can ping the 2-303s and the 3-504Gs

rowseyba1 Mon, 03/05/2012 - 12:31

The phones are using the SIP phone load image?  If so, that is the problem.

ajett@pi-star.com Mon, 03/05/2012 - 12:31

Added note - The Mute button on the 504Gs are flashing after a phone reboot meaning "No Network Connectivity" but they do pull an IP.

ajett@pi-star.com Mon, 03/05/2012 - 12:34

I thought the UC320W only does SIP? The 303s are set exactly the same.

Setup>Call Control Settings>Signaling Protocal = SIP

ajett@pi-star.com Mon, 03/05/2012 - 12:39

Yes I have done that and also plugged directly into the UC320W.

On a 504G it shows the correct DG of 10.1.1.1

I can ping the 504Gs from the UC320W

rowseyba1 Mon, 03/05/2012 - 12:35

I know that you have probably already tried this, but, have you moved a 504 to a location where you know that the 301 is working?  The mute button being on means that the phone cannot see it's gateway.  The only odd thing about that is you can ping the phones.....

ajett@pi-star.com Mon, 03/05/2012 - 12:48

I can ping the 504Gs from the UC320W

I did try plugging into the same port as a working 303 and also tried plugging into a UC320W port

rowseyba1 Mon, 03/05/2012 - 12:50

I have a ESW 8 port switch.  I have plugged in my SPA508, factory defaulted it and have been able to duplicate your problem.  I will let you know what I did to fix it.

ajett@pi-star.com Mon, 03/05/2012 - 12:52

Remember that I have the same problem when going directly into the UC320W - taking the switch out of the configuration completly

rowseyba1 Mon, 03/05/2012 - 13:07

I take that back.  My phone just received it's load.  You should not be able to see the Setup>Call Control Settings>SIP if your phone has the correct phone load from the UC320.  That is not an option on the SPA5xx when the phone is receiving it's correct load from the UC. 

Everything you are saying points to a network VLAN issue, but you are receiving the same problem when directly connected to the UC and the 301's are connecting Just for grins, can you check to make sure VLAN 100 is tagged in all of your switchports on the ESW switch?

ajett@pi-star.com Mon, 03/05/2012 - 13:16

All 8 ports are tagged with VLAN 100

I can see Setup>Call Control Settings>SIP on the 303s thay are working

allianceitc Tue, 03/06/2012 - 00:47

I'm having the exact same issue.  My SPA525G work fine with UC320.  However, I have 2 SPA504G that will not work or register with UC320.  The mute button is flashing.  Device is not regisgter with UC320.

Andy

rowseyba1 Tue, 03/06/2012 - 08:49

Please let us know the outcome.  This is not normal behavior, and if two people are having the issue, then I'm sure that more are as well.

ajett@pi-star.com Tue, 03/06/2012 - 13:57

After many hours on the phone with Cisco TAC and involving several support people I was told the FW version 7.4.8a does not work on the SPA504G. I was told to downgrade to 7.4.7 but have yet to be able to do that. We tried HTTP, TFTP and none could reach the phone to do the downgrade. I may end up sending them back.

rowseyba1 Tue, 03/06/2012 - 14:12

That's an interesting answer because if you go to the Cisco download site you are able to download firmware 7.4.8a.  In fact, I am running that firmware on SPA504's in a SIP environment.  You also stated that the firmware was flashed to your phone via the UC320.

Are they using the built in SPA installer to install the new firmware?

ajett@pi-star.com Tue, 03/06/2012 - 14:18

My 504Gs did not recieve their FW from the 320, it is what they came with. They never did register.

We downloaded the FW from Cisco and tried TFTP and also the .exe file to push it ot the phone - neither worked.

rowseyba1 Tue, 03/06/2012 - 14:22

Did the upgrade just fail or the upgade tool never connected with the phone?

Christopher Edg... Wed, 03/07/2012 - 11:30

Hi all,

We have a bug (CSCty43648) open on this issue and engineering is investigating root cause and a workaround to get your phones upgraded.

Regards,

Chris

rbordner Tue, 03/13/2012 - 13:30

Alan,

Was it confirmed the SPA504 phone was a -RC sku?

Please confirm via the phone product label and verify the TAN field:

SPA504G-RC  TAN 74-7710-0X (currently -01)

SPA504G  TAN 74-6648-0X (currently -02)

Thanks,

Randy

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