Find information about your phone

Your administrator may ask for information about your phone. This information uniquely identifies the phone for troubleshooting purposes.

1

Press Settings the Settings key.

2

If prompted, enter the password to access the Settings menu. You can get the password from your administrator.

3

Tap About this device.

You can view the following information:

  • Product name—Name that represents the phone.
  • Serial number—Serial number of the phone.
  • MAC address—Unique Media Access Control (MAC) address of the phone.
  • IPv4 address—Internet Protocol Version 4 (IPv4) address of the phone.
  • IPv6 address—Internet Protocol Version 6 (IPv6) address of the phone.
  • Active server—IP address of the active Cisco Unified Communications Manager (CUCM) server.
  • Standby server—IP address of the standby CUCM server.
  • Software version—Version number of the phone firmware.
  • Last upgrade—Information about the last upgrade or status of the software download progress.
  • Hardware version—Version number of the phone hardware.
  • VID—Version ID of the phone.
4

Tap the back button to exit the About this device screen.

Check phone issues and diagnostics

If you are experiencing any issues with your phone (for example, network connection, phone registration, or phone upgrade), then you see an error message displayed under Issues.

Use the information and functions listed under the Diagnostics section to collect data and troubleshoot any problems on your phone.

Typically, the Diagnostics section contains the following functions:

Table 1. Issues and diagnostics

Diagnostics

Function

Report problem

Tap if you want to collect and send your device logs to your administrator.

Device status

Tap if you want to see the statistics information about the network, wireless, and calls.

1

Press Settings the settings hardkey.

2

If prompted, enter the password to access the Settings menu. You can get the password from your administrator.

3

Tap Issues and diagnostics > Device status.

4

Tap one of the following fields to see the relevant statistics information:

  • Network statistics
  • Wireless statistics

    The field displays when the phone is connected to the wireless network and the Ethernet cable is disconnected.

  • Audio
  • Video

    Whether the field displays depends on your administrator's configuration on the call service.

Report problem from your phone

When you seek for help on phone issues from your administrator, send your device logs to the administrator for troubleshooting.

1

Press Settings the Settings hard key.

2

If prompted, enter the password to access the Settings menu. You can get the password from your administrator.

3

Tap Issues and diagnostics > Report problem.

4

Enter the date and time when the issue occurred.

By default, the current date and time are populated, you can further change them.
5

Choose a problem description from the listed descriptions.

6

Tap Submit.

After the report is sent, you can see the report file name and the submission time.

If your phone can't sent out the problem report, the report file is generated locally, and you can download the file from a given IP address.

Check network connection

Check the network connection details when you are troubleshooting a network issue. The Network connection screen in the phone menu gives you the details about the Ethernet or Wi-Fi settings.

1

Press Settings the Settings hard key.

2

If prompted, enter the password to access the Settings menu. You can get the password from your administrator.

3

Scroll down to the Network and service section and tap Network connection.

Check VPN statistics
You can check the VPN statistics on the phone screen. The VPN connection statistics contains the detailed information of current and past connections, and possible reasons of the failed connections (if existing).

This VPN connection is only available for the phones registered to Cisco Unified CM.

1

Press Settings the Settings key.

2

If prompted, enter the password to access the Settings menu. You can get the password from your administrator.

3

Select Issues and diagnostics > Diagnostics > Device status > VPN statistics.

4

Select a VPN connection statistics (current, past, or failed) from the list.

You can view the following information:
VPN connection statisticsDescription
Current connection
  • VPN Rx bytes—Number of bytes that the phone received in the VPN connection.
  • VPN Rx packets—Number of packets that the phone received in the VPN connection.
  • VPN Tx bytes— Number of bytes that the phone transmitted in the VPN connection.
  • VPN Tx packets—Number of packets that the phone transmitted in the VPN connection.
  • Elapsed time—Total time that has elapsed since the connection is established.
Past connections

Select a time stamp from the list, and view the following information:

  • Reason closed—Possible reason for the event, including but no limited to:
    • VPN disconnected by user
    • VPN concentrator address changed
    • VPN authentication method changed
    • Alternate TFTP changed
    • Secure gateway initiated a VPN logout
    • VPN configuration changed
    • VPN auto network detection mode changed
    • LSC changed
    • VPN reconnection in progress
    • SSL read/write error
    • DTLS read/write error
    • DTLS Dead Peer Detection error
    • DTLS KeepAlive sending error
    • DTLS Dead Peer Detection timeout
    • SSL Dead Peer Detection timeout
    • SSL Dead Peer Detection error
    • VPN IP address lease expired
    • VPN internal error
    • VPN tunnel error
    • VPN tunnel read error
    • VPN IP address renewal failed
    • SSL KeepAlive sending error
    • SSL rekeying (reconnection) failed
    • SSL rekeying (renegotiation) pending
    • SSL rekeying (renegotiation) failed
    • SSL rekeying (handshake) failed
    • SSL rekeying failed
    • DTLS rekeying failed
    • SSL compression reset failed
    • Unknown VPN failure
  • Time closed—Time when the VPN connection is closed.
  • Connection duration—Total length of time that the VPN connection remains.
Failed connections

Select a time stamp from the list, and view the following information:

  • Failure reason—Possible reason for the issue, including but no limited to:
    • Failed to validate the user credentials.

      The user credentials (user and password, or just password) are invalid.

    • Failed to connect to VPN due to an invalid certificate.

      The phone doesn't trust the VPN server's certificate.

    • Failed to authenticate the phone certificate

      The phone's certificate is invalid. For example, it's been expired.

    • All concentrators failed

      The phone can't connect to any VPN servers.

    • VPN URL too long

      The VPN URL is longer than 255 characters.

    • VPN client not running

      The VPN client process on the phone is not running.

    • VPN process not running

      The VPN utility process on the phone is not running.

    • VPN connection momentarily lost. Retry in progress.

      Unknown reason

Reset security settings

If you want to change the phone registration from a Cisco Unified Communications Manager (Unified CM) server to another Cisco Unified CM server , we recommend that you delete the security settings on your phone. Security settings reset removes the Certificate Trust List (CTL) file. The phone gets the new CTL file from the new Unified CM cluster so that the phone can register successfully.

1

Press Settings the Settings hard key.

2

If prompted, enter the password to access the Settings menu. You can get the password from your administrator.

3

Scroll down to the Restart and reset section and tap Reset security certificate.

Reset your phone to the factory settings

A factory reset clears all settings from your phone. You lose your current registration and all the configuration after a factory reset. You must register and set up your phone as you do for a new phone before you can use it again.

Reset your phone using the phone menu

You can use the phone menu to factory reset your phone. If you can't access to the menu from the phone screen, you can use the phone keypad to reset your phone.

1

Press Settings the Settings hard key.

2

If prompted, enter the password to access the Settings menu. You can get the password from your administrator.

3

Do one of the following actions based on your phone model:

For 9841, 9851, and 9861 phones Select Restart and reset > Factory reset.

for 9871 In the Restart and reset section, select Factory reset.

4

Select Reset in the prompt window to start the reset.

Your phone reboots when the reset completes.
Reset your phone with the keypad

Use these steps to reset the phone to the factory default settings using the keypad.

1

Unplug the phone:

  • If using Power over Ethernet (PoE), unplug the Ethernet cable.
  • If using the power cube, unplug the power cube.
2

Wait 5 seconds.

3

Press and hold # and plug the phone back in.

The Headset button, the Speaker button, and the Mute button light up.
4

As soon as the Mute button goes off, release # and press 123456789*0# in sequence.

When you press 1, the Headset button goes off.

You have less than 15 seconds to finish pressing the keys. The phone goes into a normal startup if you don't finish the input before it times out or you press the keys out of sequence.

After you finish pressing these keys, the Mute button lights up, indicating the factory reset process has started.

Don’t power down the phone until it completes the factory reset process and the Welcome screen appears.