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On the phone, access the Settings app.

Select Admin settings > Network configuration > IPv4 setup > TFTP server 1.

If you have assigned a static IP address to the phone, you must manually enter a setting for the TFTP Server 1 option.

If you are using DHCP, the phone obtains the address for the TFTP server from the DHCP server. Check that the IP address is configured in Option 150.

You can also enable the phone to use an alternate TFTP server. Such a setting is particularly useful if the phone recently moved from one location to another.

If the local DHCP does not offer the correct TFTP address, enable the phone to use an alternate TFTP server.

Reset the phone to factory defaults from the phone menu.

Modify DHCP and IP settings:

1. Disable DHCP.

2. Assign static IP values to the phone. Use the same default router setting that other functioning phones use.

3. Assign a TFTP server. Use the same TFTP server that other functioning phones use.

On the Cisco Unified CM server, verify that the local host files have the correct Cisco Unified CM server name mapped to the correct IP address.

From Cisco Unified Communications Manager Administration, choose System > Server and verify that reference to the server is made by the IP address and not by the DNS name.

From Cisco Unified Communications Manager Administration, choose Device > Phone. Click Find to search for this phone. Verify that you have assigned the correct MAC address to this Cisco IP Phone.

Power cycle the phone.

On the phone, access the Settings app.

Select Admin settings > Network configuration > IPv4 setup, and check the DHCP field.

If you are using DHCP, check the IP addresses that your DHCP server distributes.

From Cisco Unified Communications Manager Administration, choose Device > Phone and click Find to locate the phone that is experiencing problems.

Choose Delete to remove the phone from the Cisco Unified CM database.

Add the phone back to the Cisco Unified CM database.

Power cycle the phone.

From Cisco Unified Communications Manager Administration, choose Cisco Unified Serviceability from the Navigation drop-down list and click Go.

Choose Tools > Control Center - Feature Services.

Choose the primary Cisco Unified CM server from the Server drop-down list.

If a service has stopped, click the corresponding radio button and then click Start.

Obtain the IP address of the Cisco IP Phone by using one of these methods:

• Search for the phone in Cisco Unified Communications Manager Administration by choosing Device > Phone. Phones that register with Cisco Unified CM display the IP address on the Find and List Phones window and at the top of the Phone Configuration window.
• On the Cisco IP Phone, access the Settings app, select Phone information > Device information > Network > IPv4, and then scroll to the IP Address field.

Open a web browser and enter either of the following URLs, where <IP_address> is the IP address of the Cisco IP Phone.

Click Console logs.

Open the listed log files and save the files that cover the time period that the user experienced the problem.

Obtain the IP address of the Cisco IP Phone by using one of these methods:

• Search for the phone in Cisco Unified Communications Manager Administration by choosing Device > Phone. Phones that register with Cisco Unified CM display the IP address on the Find and List Phones window and at the top of the Phone Configuration window.
• On the Cisco IP Phone, access the Settings app, select Phone information > Device information > Network > IPv4, and then scroll to the IP Address field.

Open a web browser and enter either of the following URLs, where <IP_address> is the IP address of the Cisco IP Phone.

At the prompt, enter the username and password.

Save the file to your computer.

Access the Settings app.

Select Issue and diagnostics > Diagnostics > Audio.

Listen to the test ringtone. Upon completion, the phone loops microphone to loud speaker (audio loopback) and you can test the audio output and input with your own voice. Press the Volume button to adjust the current speaker volume.

Press Back.

Switch to another audio path.

Select Audio again and repeat step 3 to step 4.

Access the Settings app.

Select Issue and diagnostics > Diagnostics > WLAN.

Press Continue.

Scroll to an access point and press Select to see detailed information about the access point.

Access the Settings app.

Select Issue and diagnostics > Report problem.

Enter the date and time when the issue occurred.

Choose a description from the Problem description list.

Press Submit.

Access the phone administration web page to download the report.

Click Device logs > Console logs.

Click Report problem.