cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
19209
Views
40
Helpful
19
Replies

IP Phone 8851 reseting

wilsonsant
Level 6
Level 6

Hi Guys,

 

My Customer that any IP Phone 8851 that is resenting sponteanously (default version 11-7-1-17). I verify in the logs and appear the message VPT not configured

 

 

Status Message

 

 [17:08:29 15-01-18] SEP706xxxxxxxxx.cnf.xml.sgn(HTTP)
 [17:08:30 15-01-18] VPN not configured
 [17:52:50 15-01-18] TCP-timeout
 [17:56:49 15-01-18] ITL instaled
 [17:56:50 15-01-18] SEP706xxxxxxxxx.cnf.xml.sgn(HTTP)
 [17:56:52 15-01-18] VPN not configured
 [11:11:24 16-01-18] SEP706xxxxxxxxx.cnf.xml.sgn(HTTP)
 [11:11:25 16-01-18] VPN not configured
 [11:11:31 16-01-18] SEP706xxxxxxxxx.cnf.xml.sgn(HTTP)
 [11:11:32 16-01-18] VPN not configured

 

 

Debug view

 

[15:38:34 16-01-18] DeviceName=SEP706xxxxxxxxx DeviceIPv4Address=10.x.x.x/24 IPv4DefaultGateway=10.x.x.y DeviceIPv6Address= IPv6DefaultGateway= ModelNumber=CP-8851 NeighborIPv4Address=10.y.y.y NeighborIPv6Address= NeighborDeviceID=GGG_MT180.xxx.com NeighborPortID=GigabitEthernet1/1/57 DHCPv4Status=3 DHCPv6Status=3 TFTPCfgStatus=1 DNSStatusUnifiedCM1=0 DNSStatusUnifiedCM2=0 DNSStatusUnifiedCM3=0 DNSv6StatusUnifiedCM1=0 DNSv6StatusUnifiedCM2=0 DNSv6StatusUnifiedCM3=0 VoiceVLAN=zz UnifiedCMIPAddress=10.96.t.t.t LocalPort=5xxxx TimeStamp=1516124179676 ReasonForOutOfService=14 LastProtocolEventSent=Sent:SIP/2.0 200 OK Cseq:101 NOTIFY CallId:a452a300-a5e13487-55ff6-168600a@10.m.m.m LastProtocolEventReceived=Rcvd:SIP/2.0 200 OK Cseq:102 REGISTER CallId:706bb925-ec420002-1093bdaf-4cb9990e@10.x.x.x ReasonForOutOfServiceText=LastTimeTCPclosed
 [15:38:37 16-01-18] DeviceImageDownloadFailure DeviceName=SEP706xxxxxxxxx IPv4Address=10.x.y.y IPv6Address= Method=3 FailureReason=2 Active=sip88xx.11-7-1-17 Inactive=cert.os.mfg.drop FailedLoadId=sip88xx.11-0-1-11 Server=10.p.p.p

 

 
   

 

I verified that there are another IP Phones the same model and the same version that not presenter this error message. I did changed firmware of verson 11.7-1-17 to sip88xx.11-0-1-11and the problem remain then I came back the firmware version. Any have idea about this?

 

Thank You,

 

Wilson.

19 Replies 19

joseph.francis1
Level 1
Level 1

Hello Wilsonsant,

From your logs:

 [15:38:37 16-01-18] DeviceImageDownloadFailure DeviceName=SEP706xxxxxxxxx IPv4Address=10.x.y.y IPv6Address= Method=3 FailureReason=2 Active=sip88xx.11-7-1-17 Inactive=cert.os.mfg.drop FailedLoadId=sip88xx.11-0-1-11 Server=10.p.p.p

 

The image active on the device is sip88xx.11-7-1-17 and it is trying to load sip88xx.11-0-1-11 without any success. This maybe causing the phone to reset on image download failure. Please check the availability of sip88xx.11-0-1-11 on your TFTP.

Hi Joseph,

 

Thanks a lot for You contact. I removed the firmware sip88xx.11-0-1-11 and tried load the sip88xx.11-7-1-17 again (because the all IP Phone are this firmware version) then I save and did factory reset, but, the same message continues appear and the IP Phone continues to rebooting.


Thanks,

 

Wilson

Just wondering have you checked the port the phone is connected to make sure your not seeing CRC errors or anything like that.

Hi Gregory Brunn,

 

Thanks a lot for Your contact. Yes verified the phisical connection, but, the problem are occuring with many phones this model. I am suspecting that is bug, but, I still not found documentation about this.

 

Regards,

 

Wilson

It's not just checking the physical or layer 1 connection. 

 

Im assuming these phones are POE, are you running into power issues ? 

SHOW POWER INLINE from the switch will let you know whats going on. 

Also what do the logs on the switch show. 

 

Finally when you say rebooting are they truly rebooting meaning powering off and back on or are they resetting. Think along the lines of a restart vs reset from your PUB. 

 

Im a little over 6k total of the 8851 phones deployed running both firmware versions you mentioned and havent seen this. 

Hi Andrew West,

 

Thanks a lot for Your contact. As mentioned I suspect that the problem is related with firmware because the Customer have anothers model IP Phone and only this model is presenting this problem. My plan is to do upgrade in 03 IP Phones as test and monitoring the behavior, but, the Customer still not authorize I do this. I will verify the switch about power in line.

 

Thanks,

 

Regards,

 

Wilson

Hi Andrew West,

 

Follow the output switch where is connected the IP Phone 8851


xxx_BRxxx_CORE#show power inline giga2/0/47
Interface Admin  Oper       Power   Device              Class Max
                            (Watts)
--------- ------ ---------- ------- ------------------- ----- ----
Gi2/0/47  auto   on         9.4     IP Phone 8851       4     30.0
xxx_BRxxx_CORE#

 

Regards,

 

Wilson

Hi Andrew West,

 

The IP Phone restart  it go fallback mode (random) then return to normal mode (random too). In this situation, nothing action was did.

 

Thanks,

 

Regards,

 

Wilson

Can you collect new logs from the phone's web interface?

Hi Joseph,

 

What logs that You mentioning?

 

Thanks,

 

Wilson

ricarlovesit
Cisco Employee
Cisco Employee

I would suggest you start a capture on the back of the phone.

The logs are showing a tcp timeout TCP-timeout  which doesn't seem related to a firmware upgrade.

There must be something dropping keepalives and that's why the phone times out.

Hi Ricardo,

 

Thanks a lot for You contact. The capture that You mentioning is to do sniffer port using wireshark, for example?


Thanks,

 

Regards,

 

Wilson

ricarlovesit
Cisco Employee
Cisco Employee
 
Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: