69xx Series Phone No Dial Tone/Ring Tone

[jordan.konen]

We have several 69xx series IP phones that have reported either no dial tone or phone won't ring out loud. A power cycle seems to fix the issue. No recurring issues have been reported after the power cycle. I would like to identify the root cause of this issue. Has anyone else had similar problems?

Running CUCM ver 8.6

Phone Load for the 69xx 9.2.1.0

Sent from Cisco Technical Support iPhone App

[paolo bevilacqua]

There is newer firmware available, update.

[jordan.konen]

We tried upgrading the firmware version (9.2.2.6) and the issue still occured.

[Karthik Sivaram]

hi Jordan,

-Did you check on the phones if the updated firmware got applied?

-what is the topology ? where are the phones located locally to the callmanger or across a wan connection?

Thanks,

Karthik

[jordan.konen]

Karthik,

-Yes the firmwares were confirmed on the phones

-Single-site deployment Call Manager Cluster

[paolo bevilacqua]

Recommend you contact the TAC, they may know about the issue and have fixed firmware.

[jordan.konen]

Paolo,

A TAC case is open, found a similar bug which the upgrade was supposed to resolve Maybe the power cycle is the only solution.

[Anthony Ortiz]

Hi,

You can try downgrading to firmware 9.1.1, that is a work around to the bug refrenced above for the ringing issue. As far as dial tone, configure maximum number of calls to 3 under phone's line page.  There is also firmware version 9.2.2.6 that is avalible for the 69xx series phones, if you do not want to down grade.

Thanks,

Anthony

[paolo bevilacqua]

Understand, one has to insist, not close the case until is solved. Cisco has to produce a solution eventually.

[Anthony Ortiz]

Hi,

Since the problem is still present on the latest firmware, I would down grade to the 9.1.1 and change the max number of calls to 3.  Im sure this will resolve your problem.

Thanks,

Anthony

[jordan.konen]

Anthony,

Appreciate the suggestion. Has changing the max number of call to 3 resolved this issue for you? Just wondering why that would trigger the bug. What's interesting is these phones have been running fine for months now. Nothing major has changed on the network.

[jordan.konen]

We tried to recreate the bug that I think you are refering to which is CSCtq45335 for the dial tone issues. We could not get the phone to fail while blasting this phone with calls. The other one regarding the ringtone we were able to replicate bug ID CSCtr97656 while using the default ring tone "Chirp 1 or Chirp 2". This bug also is present on 9.2.2.6. Hoping for a firmware release soon to resolve both issues.The fix for this one is to change the ringtone to something else or downgrade to 9.1.1.1

[rsaeks]

Just was wondering if you are still seeing this issue on 6945 and 8961 series phones.  We have 158 6945 phones deployed and 33 8961s and have seen this issue appear on a handful (4) in the month our phones have been in production.  Our DNs are configured for a max call of 4.  The firmware on the phones is SCCP 9-3-1-3 for the 6945s and sip8961.9-3-1-33 on the 8961s.  A power cycle of the phone does resolve the issue but we would like to see if we can prevent the issue from happening.

CUCM is version 8.6.2.21900-5

Thanks

[jordan.konen]

We upgraded to version 8.6.2.21015-1 and haven't had any issues since. It was a known bug in the firmware that Cisco addressed in this release. We don't have the particular models that you mentioned in your post. Your firmware looks up to date. I realize that upgrading the Call Managers can be quite cumbersome, but it might cure what ails you. Cisco TAC will provide you with the best path forward.

Good Luck and Happy Holidays!