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New Member

Cisco 7970 Phone not booting after Factory Reset

Cisco 7970 Phone not booting after Factory Reset

I followed the below mentioned Factory reset method

1) power off the phone (if using inline power, just remove the ethernet)

  2) hold the hash (#) button down

  3) supply power to the phone (if inline power, just insert the ethernet) while still

holding down the hash button

4) when the line buttons scroll down orange, you can take your finger off the hash button

  5) now press the following buttons: 3491672850*#

  6) the line buttons should continue to scroll, but now they should be red

  7) after about 60sec, this will change to green, and the phone should the boot up

 

The usual reset method with the Sequence 123456789*0# just took me to the Splash scrn with the Bulls eye and the Cisco logo. So I tried the other method of factor reset what u mentioned the sequence 3491672850*# . The line buttons did a scroll of red and after that the phone didnt boot up. Instead the mute button flashed red and then speaker button turned green for few sec and then the lne 1 blinked orange and after that there was no sign of power at all. When i reconnect the power adapter it does the same thing. (mute button flashed red and then speaker button turned green for few sec and then the lne 1 blinked orange and after that there was no sign of power at all.) . Pls help me to get this fixed.

Everyone's tags (1)
27 REPLIES
Silver

Could you try:http:/

Could you try:

http://draganchilly.blogspot.com/2014/02/cisco-ip-phone-recovery-procedure.html

It should help...

BR,

Dragan

HTH, Dragan
New Member

Hi Dragan,Thanks for the link

Hi Dragan,

Thanks for the link. I will give it a try with tftpd32 Software and let you know the results. Have a Grt Day :-)

New Member

Hi Dragan,I tried the

Hi Dragan,

I tried the recovery procedure mentioned in ur blog, but I couldn't get my phone up and running . Pls find the scrn shots attached with this. Pls let me know if i am doing any thing wrong. 

 

 

 

Silver

Shiv you didn't configure it

Shiv you didn't configure it like you should - that's why it's not working.

Read carefully blog and change your settings...right now I see that global settings are OK, static IP is not - it must be from same DHCP pool (you have 10.x and pool is 192.x), DNS are not required, TFTP page just change base directory, DHCP - if you said that DF router is 192.168.10.100 then your PC must have that address - remember your PC is going to server as DHCP server for phone...

Check double all settings and also change server interface on TFTP to your new configured IP address where you connect phone...

 

HTH,

Dragan

HTH, Dragan
New Member

Hej All,mine reset doesn't

Hej All,

mine reset doesn't work at all, maybe it's cuz I still don't understand the dhcp settings - on mine ethr connection panel and tftp dhcp tab. Mine settings r as follows:

PC-ethr settings {as I understand I can choose IP static as I like?}

IP adress: 192.168.10.100

mask: 255.255.255.0

Gate: 192.168.10.100

DNS: ------

TFTP DHCP:

IP pool: 192.168.10.110

size: 10

WINS: 192.168.10.100

router: 192.168.10.100

mask: 255.255.255.0

Add Option: 150

...and with that on tftp log viewer -nothing

tnx

 

 

Silver

Try tftpd software running

Try tftpd software running "As administrator..." if on Win 7 or 8...

 

HTH,

Dragan

HTH, Dragan
New Member

Hello Dragan, I did and still

Hello Dragan,

 

I did and still nothing. Running WinXP, firewall is off

 

the IP adress on my PC is whatever I choose or shiuld I make some command to find out?

Cuz when I change the settings to automatic it logs out on tftp viewer just won't comunicate with ip phone.

 

 

Silver

IP address on PC should be

IP address on PC should be from your planned DHCP subnet...and it should be static offcourse. Avoid using some IP address from your pool offcourse.

But remember to choose right interface for DHCP listening on main screen of tftpd32 software! Because if you have (and probably yes) more than one network interface on your PC than maybe you are not listening on right one for DHCP requests...

BR,

Dragan

HTH, Dragan
New Member

 there's only Ethernet

 

there's only Ethernet connection enabled.

Dragan please c the attachments and let me know what the hell is wrong. Maybe I should change everything - give me the #

 

tnx

Silver

On tftp-dhcp.jpg I suppose

On tftp-dhcp.jpg I suppose that you put 192.168.10.100 as option 150 address?

Everything looks OK...give phone a hard reset and it should try asking for files from your PC...if FW is down and no some external block (like antivirus or something) it should work.

BR,

Dragan

HTH, Dragan
New Member

1.tftp-dhcp opt 150 - Yes I

1.tftp-dhcp opt 150 - Yes I did

2.the phone is 7911

3.am trying to load SIP 8-2-2 got the files in tftp directory (attachment)

4. hard reset as in: hardReset.png

5. got that from company I was working on before- maybe they did not use SIP

6. what 'bout that one:

http://www.zenbix.com/cisco/how-to-fix-upgrading-blank-screen-on-cisco-ip-7961g-7941g-7970.html#

maybe it needs some fix?

 

Hope that helps w/ some answers

Thanks in advance

Silver

I saw the link and that's the

I saw the link and that's the right process definitelly...I think that your setup is fine too.

Maybe that 7911 is right now on SCCP and maybe that troubles you...i can't be sure...is there an option to register that phone on CM with SCCP and then upload SIP firmware for it and then reregister it using SIP firmware?

Maybe that would be the best option...

Dragan

HTH, Dragan
New Member

tried with a few versions of

tried with a few versions of firmware of sccp and nothing

but tnx will keep on trying

New Member

This is my repost from https:

This is my repost from https://supportforums.cisco.com/discussion/11236636/cisco-7970-phone-not-booting-after-factory-reset#comment-9889646

My process:

First step, setup tftpd. This guide was very useful: 

The guide is a little long winded, but the most helpful screenshot was this one:

TFTPD Settings, basically mimic these tick boxes, ensure your Base directory is correct and you are good to go.

*I used this program exclusively for its TFTP ability, disabling all other options. And extended timeout to 60 seconds

Second Step: Setup your phone correctly in CUCM so that it can register when it recovers (I don’t think that I need to say this, but ensure that you setup your device with the right model number...)

Third Step, log into the Cisco website and download the right model firmware:

In my case: 7942/7962 SCCP IP Phone firmware files only  
cmterm-7942_7962-sccp.8-5-2.zip

Fourth Step: I setup TFTPD to point to the firmware files; rather than use TFTPD as the DHCP server I utilised the production DHCP environment and set option 150 on my DHCP server to point to my laptop IP (TFTPD Server) temporarily. Once recovered completely - takes about 5-10 minutes (works for both from Blank screen and Bullseye Errors) I reverted the option 150 to point back to my CUCM server, power cycled my phone and it continued the update process to the latest firmware.

Some background info on the factory reset process

SOURCE:

"Performing a Factory Reset

 

When you perform a factory reset of the Cisco Unified IP Phone, the following information is erased or reset to its default value:

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifCTL file—Erased

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifLSC—Erased

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifUser configuration settings—Reset to default values

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifNetwork configuration settings—Reset to default values

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifCall histories—Erased

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifLocale information—Reset to default values

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifPhone application—Erased (phone recovers by loading the term62.default.loads file or the term42.default.loads file, depending on the phone model)

Before you perform a factory reset, ensure that the following conditions are met:

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifThe phone must be on a DHCP-enabled network.

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifA valid TFTP server must be set in DHCP option 150 or option 66 on the DHCP server.

http://www.cisco.com/c/dam/en/us/td/i/templates/blank.gifThe term62.default.loads file or the term42.default.loads and the files specified in that file should be available on the TFTP server that is specified by the DHCP packet."

 

Factory Reset: Power Cycle holding # then 123456789*0#

  • Commonly serves up “Bullseye Screen” after failing to load termXX.default.loads

Super Factory Reset: Power Cycle holding # then 3491672850*#

  • Commonly serves up “Blank Screen” and looks completely bricked.

 

Hope this helps, I know I wish I saw this post before I spent hours on this bastard!

Cheers,

Geoff.

 

NB: CUCM 8.6

New Member

I had a similar problem with

I had a similar problem with a 7970 that was completely bricked.  I had tried separate tftp server (TFTP32) and firmware. 

I found, using  as separate tftp sever such as above worked; but only after using Option 66.  Option 150 would only send the Term70 file but fail.  Once I changed to option 66 all the files downloaded fine and phone unbricked.

 

Hope this helps

New Member

Hi Geoff, I only managed to

Hi Geoff,

I only managed to reach to the stage (see attached) and again it went to the "bulleye" screen. Any idea?

New Member

Try firmware 8-5-2, I had the

Try firmware 8-5-2, I had the same problem.

New Member

I did a hard reset and the

I did a hard reset and the phone couldn't even talk to the TFTP server (my laptop) to copy the firmware.

I guess the phone is totally condemned. 

Anyway, thanks for your reply.

New Member

If your phone is blank, then

If your phone is blank, then it means that the super hard reset has worked. Just make sure that your dhcp is working correctly and serving the correct options. I hit this wall also. Tftpd wasn't working as planned, per the reason I had to use our known working dhcp server. Opt150 and 66 from memory. When your phone sits blankly, it can't see your cucm iirc
New Member

I used the production DHCP

I used the production DHCP server (the same server I used before I performed super hard reset) but still no luck. Anyway, appreciate your responses and suggestions.

New Member

Can you log onto the related

Can you log onto the related switch and check layer 1 and 2 connectivity? Ie; change cable, check for mac in show mac address-table? If you can see mac, the the phone is still trying to get an ip, once obtained (viewed from dhcp server - phone will still remain blank) it will look for those two specific files, (can see transfer on tftpd, once gathered, change dhcp option 150 and\or 66 location from laptop, back to cucm. Phone will take a while, but should "un-brick" Also if you haven't already, check the other forum post that I reposted my original response from.
New Member

Thanks Geoff. Able to see the

Thanks Geoff. Able to see the MAC address and also it's getting IP address. Realized the issue was due to the Windows Firewall. 

Turned it off and the phone managed to talk to tftpd. However, back to the same stage I encountered 1 week ago.


Connection received from 146.44.114.199 on port 51559 [16/12 10:43:38.479]
Read request for file <term62.default.loads>. Mode octet [16/12 10:43:38.479]
Using local port 65463 [16/12 10:43:38.479]
<term62.default.loads>: sent 2 blks, 674 bytes in 0 s. 0 blk resent [16/12 10:43:38.489]

 

I am using 8-5-2 (see attached). Is this the correct firmware that you are referring to?

 

New Member

That's right, so the default

That's right, so the default loads have transferred ok. So now change your options to point back to cucm... As long as your device is setup correctly, it should now register.
New Member

Unfortunately, this doesn't

Unfortunately, this doesn't happen to my phone. It is still showing blank screen. 

 

"Once recovered completely - takes about 5-10 minutes (works for both from Blank screen and Bullseye Errors) I reverted the option 150 to point back to my CUCM server, power cycled my phone and it continued the update process to the latest firmware."

New Member

Ah yes. Sorry it has been

Ah yes. Sorry it has been months since I worked on it. Having a trawl through the other thread, you may find that the connection is timing out on the tftpd end. Please increase timeout, I would not go lower than 90 seconds if you have the time I would set it to 300 seconds and let the phone sit facing the laptop tft server for a good hour. 8-5-2 seemed to be the magic firmware for me, it seems that cisco changed some encryption or signing or some such noise, couple that with the later versions of cucm 8+ I believe, the older phones need a stepped firmware upgrade after a full factory reset. This problem is becoming more and more common. These forums are a gold mine for people like us as long as the posts are accurate, full of information, including step by step information. Its the last thing that you feel like doing after a long painful solution, but the more we can help, the less "google-fu" the next person has to do. As we both know, the cisco website is less than friendly, its chock full of information and your answers are all in there, but its very much like finding a needle in a haystack. If you could plug in your parameters, version numbers firmware information etc, it would be very useful to narrow down the search window on documentation and known bugs. Let me know how you go.
New Member

Tried setting the timeout to

Tried setting the timeout to 300 sec and waited for more than 30 mins but nothing happened. Perhaps 8-5-2 doesn't work for my case?

 

CUCM version: 8.5.1.12900-7 

IP Phone Model: 7962

Active Load: SCCP42.9-3-1SR1-1S

Device Default Load Information: SCCP42.9-1-1SR1S

 

Note: The new batch of IP Phone that we purchased were pre-loaded with SCCP42.9-3-1SR1-1S. I recall when I performed factory default reset previously in one of the old batch IP Phone, it was able to boot up properly. Not sure if it has anything to do with the load information.

 

New Member

Hey Mate,after you let the

Hey Mate,

after you let the device sit for 30 minutes pointing at your laptop, did you then try to point to cucm?

what's your latest update?

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