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Troubleshooting With IP Phone Status Messages

Regardless of the certification that you are currently pursuing, you must know how to get a Cisco IP phone registered to either a Cisco Unified Communications Manager (CUCM) or Cisco Unified Communications Manager Express (CUCME). As part of the troubleshooting process, you will find that is very helpful to get the status message from the IP phone.

Note that the status messages displayed will vary slightly depending on the model of phone that is being used.  This post focuses on the 794x/796x series, as that is most likely what you will see on the Cisco CCIE Voice lab exam currently.


How to See the Status Message Screen

Status messages can be seen at any time, even if the phone is still booting up, or not registered.  See process below for seeing them on the 794x//796x series IP phone.  
  1. Press "Settings
  2. Press "Status"
  3. Select "Status Messages"
Full List of IP Phone Status Messages

Status Message
Definition
BootP server used The phone obtained its IP address from a BootP server rather than a DHCP server. This is only an informational message and does not necessarily indicate a problem.
File auth error An error occurred when the phone tried to validate the signature of a signed file. This message includes the name of the file that failed.
  • The file is corrupted.  Delete and re-add the phone in the Cisco Unified Communications Manager Administration tool. 
  • There is a problem with the CTL file and the key for the server from which files are obtained is bad.  In this case, run the CTL client and update the CTL file, making sure that the proper TFTP servers are included in the file.
CFG file not found The name-based and default configuration file was not found on the TFTP Server.

The configuration file for a particular phone is created when the phone is added to the Cisco CallManager database. If the phone has not been added to the Cisco CallManager database, the TFTP server generates a CFG File Not Found response.
CFG TFTP Size Error The configuration file is too large for file system on the phone. Power cycle the phone.
Checksum Error Downloaded software file is corrupted. 

Obtain a new copy of the phone firmware and place it in the TFTPPath directory. You should only copy files into this directory when the TFTP server software is shut down, otherwise the files may be corrupted.
DHCP timeout DHCP server did not respond.
  • Network is busy—the errors should resolve themselves when the network load reduces.
  • No network connectivity between the DHCP server and the phone—verify the network connections.
  • DHCP server is down—check configuration of DHCP server.
DNS timeout DNS server did not respond.
  • Network is busy—the errors should resolve themselves when the network load reduces.
  • No network connectivity between the DNS server and the phone—verify the network connections.
  • DNS server is down—check configuration of DNS server.
DNS unknown host DNS could not resolve the name of the TFTP server or Cisco CallManager.
  • Verify the host names of the TFTP server or Cisco CallManager are configured properly in DNS.
  • Consider using IP addresses rather than host names.
Duplicate IP Another device is using the IP address assigned to the phone.
  • If the phone has a static IP address, verify that you have not assigned a duplicate IP address.
  • If you are using DHCP, check the DHCP server configuration.
Error update locale One or more localization files could not be found in the TFTPPath directory or were not valid. The locale was not changed. 

Check that the following files are located within subdirectories in the TFTPPath directory:
  • Located in subdirectory with same name as network locale:
    • tones.xml
  • Located in subdirectory with same name as user locale:
    • glyphs.xml
    • dictionary.xml
    • kate.xml
    • dictionary.xml
IP address released The phone has been configured to release its IP address.

The phone remains idle until it is power cycled or you reset the DHCP address.
Load ID incorrect Load ID of the software file is of the wrong type.

Check the load ID assigned to the phone (Cisco CallManager > Device > Phone). Verify that the load ID is entered correctly.
Load rejected HC The application that was downloaded is not compatible with the phone's hardware. 

This error only occurs if you were attempting to install a version of software on this phone that did not support hardware changes on this newer phone. 

Check the load ID assigned to the phone (Cisco CallManager > Device > Phone).
No default router DHCP or static configuration did not specify a default router.
  • If the phone has a static IP address, verify the default router has been configured.
  • If you are using DHCP, the DHCP server has not provided a default router. Check the DHCP server configuration.
No DNS server IP Name was specified but DHCP or static IP configuration did not specify a DNS server address.
  • If the phone has a static IP address, verify the DNS server has been configured.
  • If you are using DHCP, the DHCP server has not provided a DNS server. Check the DHCP server configuration.
Programming Error The phone failed during programming.

Attempt to resolve this error by power cycling the phone. If the problem persists, contact Cisco technical support for additional assistance.
XmlDefault.cnf.xml, or .cnf.xml corresponding to the phone device name Name of the configuration file. 

This is an informational message indicating the name of the file.
TFTP access error TFTP server is pointing to a directory that does not exist.
  • If you are using DHCP, verify that the DHCP server is pointing to the correct TFTP server.
  • If you are using static IP addresses, check configuration of TFTP server.
TFTP file not found The requested load file (.bin) was not found in the TFTPPath directory. 

Check the load ID assigned to the phone (Cisco CallManager > Device > Phone). Verify that the TFTPPath directory contains a .bin file with this load ID as the name.
TFTP server not authorized The specified TFTP server could not be found in the phone's CTL.
  • The DHCP server is not configured properly and is not serving the correct TFTP server address. In this case, update the TFTP server configuration to specify the correct TFTP server.
  • If the phone is using a static IP address, the phone may be configured with the wrong TFTP server address. In this case, enter the correct TFTP server address in the Network Configuration menu on the phone.  
  • If the TFTP server address is correct, there may be a problem with the CTL file. In this case, run the CTL client and update the CTL file, making sure that the proper TFTP servers are included in this file.  
TFTP timeout TFTP server did not respond.
  • Network is busy—the errors should resolve themselves when the network load reduces.
  • No network connectivity between the TFTP server and the phone—verify the network connections.
  • TFTP server is down—check configuration of TFTP server.

More Information
Cisco IP Phone Administrations Guide (7940/7960 SCCP 7.0)

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