Specifications

9-9
Cisco Unified IP Phone 7906G and 7911G for Cisco Unified Communications Manager 8.0
OL-21033-01
Chapter 9 Troubleshooting and Maintenance
Troubleshooting Cisco Unified IP Phone Security
Table 9-1 Cisco Unified IP Phone Security Troubleshooting
Problem Possible Cause
Device authentication error. CTL file does not have a Cisco Unified Communications Manager certificate or has an
incorrect certificate.
Phone cannot authenticate CTL file. The security token that signed the updated CTL file does not exist in the CTL file on
the phone.
Phone cannot authenticate any of
the configuration files other than the
CTL file.
Invalid TFTP record.
Phone cannot authenticate any of
the configuration file other than ITL
file.
The configuration file may not be signed by the corresponding certificate in the phone’s
Trust List.
Phone does not register with
Cisco Unified Communications
Manager.
The CTL file does not contain the correct information for the
Cisco Unified Communications Manager server.
Phone does not request signed
configuration files.
The CTL file does not contain any TFTP entries with certificates.
802.1X Enabled on Phone but Not Authenticating
Phone cannot obtain a
DHCP-assigned IP address.
These errors typically indicate that 802.1X authentication is enabled on the phone, but
the phone is unable to authenticate.
1. Verify that you have properly configured the required components (see Supporting
802.1X Authentication on Cisco Unified IP Phones, page 1-16 for more
information).
2. Confirm that the shared secret is configured on the phone (see 802.1X
Authentication and Status, page 4-37 for more information).
– If the shared secret is configured, verify that you have the same shared secret
entered on the authentication server.
– If the shared secret is not configured, enter it, and ensure that it matches the
one on the authentication server.
Phone does not register with
Cisco Unified Communications
Manager.
802.1X Authentication Status
displays as “Held” (see 802.1X
Authentication and Status,
page 4-37).
Status menu displays 802.1X status
as “Failed” (see Status Menu,
page 7-2).
802.1X Not Enabled
Phone cannot obtain a
DHCP-assigned IP address.
These errors typically indicate that 802.1X is not enabled on the phone. To enable it,
see Security Configuration Menu, page 4-27.
Phone does not register with
Cisco Unified Communications
Manager.
Phone status display as
“Configuring IP” or “Registering”.
802.1X Authentication Status
displays as “Disabled”.
Status menu displays DHCP status
as timing out.
Factory Reset Deleted 802.1X Shared Secret