Find information about your phone

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

Before you begin

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 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.
  • Certificate—The status of certificate installation: Installed or Uninstalled. This item is available only on phones registered to Cisco BroadWorks or Webex Calling.
  • Customization—The status of onboarding with EDOS or GDS. This item is available only on phones registered to Cisco BroadWorks or Webex Calling.

    The status can be one of the following statuses:

    • Aborted: The device has been provisioned through the phone web page or the phone screen. The onboarding process through EDOS and GDS is discarded.
    • Acquired: The device has downloaded configuration from the EDOS server.
    • GDS-Acquired: The device has downloaded configuration from the GDS server.
4

Select Back 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 Issues and diagnostics section to collect data and troubleshoot any problems on your phone. Typically, this section contains the following functions:

Table 1. Issues and diagnostics

Diagnostics

Function

Issues

Select this item to view the detected issues. When issues are found, it shows the number of issues. If no issues are detected. it shows None.

Diagnostics

Select this item if you want to see the statistics information about the network, service, and calls. The specific statistics vary with the calling system that your phone is deployed to.

Report problem

Select this item if you want to collect and send your device logs to your administrator.

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 and go to Issues or Diagnostics as you need.

4

Select the field as you need to see the relevant statistics.

5

Select Back to return to the upper-level menu.

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 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 > 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 description from the Problem description list.

6

Select 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 status

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

Cisco Desk Phone 9841 and 9851 don't support Wi-Fi network. The network status doesn't show wireless network related information.
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

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

For 9841, 9851, and 9861 phones Select Network and service > Network status.

for 9871 In the Network and service section, select Network connection.

Restart your phone

You may need to restart your phone to resolve some issues or for some changes to take effect. A phone restart doesn't erase the phone settings. You can restart your phone either from the touch user interface.

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 > Restart.

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

4

Select Restart in the prompt window.

Reset security settings (Cisco Unified CM)

The security certificate reset option isn't available on phones that are registered to Cisco BroadWorks or Webex Calling.

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 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 > Reset security certificate.

for 9871 In the Restart and reset section, select Reset security certificate.

4

Select Reset in the prompt window.

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.

Reset your phone with the phone web page (BroadWorks or Webex Calling)

You can remote restore your phone to its default settings from the phone web page only when your phone is registered to Cisco BroadWorks or Webex Calling.

Reset your phone from the phone web page with one of the methods:

  • In your web browser, enter the URL in the following format and click Confirm Factory Reset.

    http://<Phone IP>/admin/factory-reset

    where:

    Phone IP = the actual IP address of your phone.

    /admin = the path to access admin page of your phone.

    /factory-reset = the command that you must enter in the phone web page to factory-reset your phone.

  • An administration access to the phone web page is required to use this method.

    1. On the phone web page, select Admin Login > Advanced > Info > Debug Info.

    2. Click Factory Reset in the Factory Reset section.

    3. Click CONFIRM FACTORY RESET on the next page.

Limited features available notification

When the connection to Webex cloud is unreachable or breaks, you will see the Limited features available notification at the header of the phone home screen. For example:

Limited features notification for Webex Calling Survivability on 9861

On Cisco Desk Phone 9871 and Cisco Video Phone 8875, only the warning icon Warning icon on the phone home screen displays on the home screen. You can tap the icon to show more information.

During this situation, phone gets connected to the Site Survivability Gateway (SGW) so that you can use at least basic calling features. SGW services are deployed within your local network, hence, the phone supports only basic calling features.

You can find out which lines are impacted by the issue under the Settings > Issues and diagnostics > Limited service. For example:

Screenshot of the limited service issue on the desk phone

When you experience this issue, your administrator can help troubleshoot.