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Feedback?This Help article is for Cisco Wireless Phone 9821 registered to Cisco Unified Communications Manager (Unified CM).
If the phones experience connection problems that are not related to roaming, the problems are often related to the Access Point or to the way the phone connects to Cisco Unified Communications Manager (Unified CM).
No association to wireless access points
After power on, if a phone continues to cycle through messages displaying on the phone screen, the phone is not associating with the access point properly. The phone cannot successfully start up unless it associates and authenticates with an access point.
The wireless phone must first authenticate and associate with an access point before it can obtain an IP address. The phone follows this start up process with the access point:
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Associates with an access point
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Authenticates using a preconfigured authentication method (using the configured security mode setting)
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Obtains an IP address
Access point settings mismatch
Problem
A configuration mismatch exists between the phone and the access point.
Solution
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Check the SSID settings on the access point and on the phone to be sure the SSIDs match.
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Check the authentication type settings on the access point and on the phone to be sure authentication and encryption settings match.
Authentication failed, no AP found
Problem
Authentication failed due to no AP found.
Solution
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Check whether the correct authentication method and related encryption settings are enabled on the access point.
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Check that the correct SSID is entered on the phone.
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Check that the correct username and password are configured when using EAP-FAST, or EAP-PEAP authentication.
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You might need to enter the username on the phone in the domain\username format when authenticating with a Windows domain.
EAP authentication failed
Problem
Authentication returns the EAP authentication failed
message.
Solution
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If you are using EAP, you might need to enter the EAP username on the phone in the domain\username format when authenticating with a Windows domain.
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Check that the correct EAP username and password are entered on phone.
AP Error - Cannot support all requested capabilities
Problem
Authentication returned the AP Error - Cannot support all requested
capabilities message.
Solution
On the access point, check that WPA and WEP is not enabled for the voice VLAN SSID. The wireless phone does not support these features.
Phone does not register with Cisco Unified Communications Manager (Unified CM)
If a phone proceeds past the first stage (authenticating with access point) and continues to cycle through the messages displaying on the phone screen, the phone is not starting up properly. The phone cannot successfully start up until it connects to the access point and registers with a Cisco Unified CM server.
The following sections can assist you in determining the reason that the phone is unable to start up properly.
Phone cannot connect to TFTP server or to Cisco Unified CM
Problem
If the network is down between the phone and either the TFTP server or Cisco Unified CM, the phone cannot start up properly.
Solution
Ensure that the network is currently running.
Phone cannot connect to TFTP server
Problem
The TFTP server setting on the phone is incorrect.
Cause
The phone uses the TFTP server setting to identify the primary TFTP server to use. If the TFTP server does not respond to the request, then the Communications Manager1 (CM1) shows as TFTP_AS_CM if the phone has not registered with Cisco Unified CM before.
If the phone has previously registered with Cisco Unified CM, the Cisco Unified CM list information is cached in memory. If TFTP fails, you must power cycle the phone to connect to the TFTP server.
The phone tries to create a TCP connection to the TFTP IP address and then to the gateway. If the Cisco Unified CM service is not running on the TFTP server, or if SRST is not running on the gateway, the phone may continually cycle while attempting to contact the identified TFTP server.
The phone does not cache the IP information passed from the DHCP server, so the TFTP request must be sent and responded to every time the phone power cycles.
Solution
If you have assigned a static IP address to the phone, you must manually enter the TFTP server address.
If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check the IP address configured in the DHCP server.
You can also enable the phone to use a static TFTP server. Such a setting is particularly useful if the phone was recently moved from one location to another.
Phone cannot connect to server
Problem
The IP addressing and routing fields may not be correctly configured.
Solution
Verify the IP addressing for the phone. If you are using DHCP, the DHCP server should provide these values. If you have assigned a static IP address to the phone, you must enter these values manually.
Check for these problems:
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DHCP Server: If you have assigned a static IP address to the phone, you do not need to enter a value for the DHCP Server option. If you are using a DHCP server, and the wireless IP phone gets a response from the DHCP server, the information is automatically configured. See Troubleshoot Switch Port and Interface Problems.
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IP Address, Subnet Mask, Primary Gateway: If you have assigned a static IP address to the phone, you must configure settings for these options.
If you are using DHCP, check the IP addresses distributed by your DHCP server. Be aware of DHCP conflicts and duplicate IP addresses. See Troubleshoot DHCP in Enterprise Networks.
Phone cannot connect with DNS
Problem
The phone has incorrect DNS server information.
Solution
If you are using DNS to refer to Cisco Unified Communications Manager (Unified CM), you must ensure that you have specified a DNS server. You should also verify that there is a CNAME entry in the DNS server for the Cisco Unified CM system.
You must also ensure that DNS is configured to do reverse look-ups.
Cisco Unified CM service and TFTP service are not running
Problem
If the Cisco Unified CM service or the TFTP service is not running, phones may not be able to start up properly. In such a situation, it is likely that you are experiencing a systemwide failure, and other phones and devices are unable to start up properly.
Solution
If the Cisco Unified CM service is not running, all devices on the network that rely on it to make phone calls are affected. If the TFTP service is not running, many devices cannot start up successfully. For more information, see Start service.
Phone is not configured in Cisco Unified CM
Problem
The phone is not registered in Cisco Unified CM.
Solution
A phone can register with a Cisco Unified CM server only if the phone is added to the server or if autoregistration is enabled.
To verify that the phone is in the Cisco Unified CM database, choose from Cisco Unified Communications Manager Administration. Click Find to search for the phone based on the MAC Address.
If the phone is already in the Cisco Unified CM database, the configuration file may be damaged. In this case, create a new phone configuration file.
