User's Manual

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126
Troubleshooting
Secure call failed - “Failed
to get async number”
This error can occur for a number of reasons:
!
The other phone is not a QSec phone, and you
attempted to transition from clear to secure (you can
only do this with other QSec phones).
!
The other phone is not a QSec phone, but its phone
number is mistakenly entered into Contacts with the
QSec type (
)
. If the number is entered as QSec
type, delete the contact and re-enter it (see
“Customizing and Editing Contacts” on page 65).
!
The other phone is a QSec phone, but its async
number is mistakenly entered into Contacts as a
QSec type. If the async number is entered as QSec
type, delete the contact and re-enter it (see
“Customizing and Editing Contacts” on page 65).
!
The other phone is a QSec phone, and its basic
phone number is properly entered into Contacts as a
Mobile
()
or QSec type. During the first part of the
call, the two phones exchange async numbers using
DTMF tones. The connection reliability may not have
allowed the successful transfer of DTMF tones, or
the infrastructure may not support the sending of
these tones. If the problem persists, contact your
Terminal Administrator.
Secure call failed - “No
common operational
modes”
This error occurs when the two phones do not share a
common FNBDT secure operational mode. For example, the
receiving phone may be set to data-only, and you are trying
to connect in a secure voice call. Contact your Terminal
Administrator.
Secure call failed -
“Security incompatibility”
This error occurs when the two phones do not share
compatible keysets. Contact your Terminal Administrator.
Secure call failed - any
other reason
If you just loaded new software to your phone or had it
provisioned, make sure you unplug all cables from your
phone and perform a power cycle on your phone before
attempting to make a secure call.
Otherwise, try the secure call again. If the problem persists,
contact your Terminal Administrator.
Cannot connect directly to
another QSec phone in a
secure call
Try to connect to the other phone in a clear call first, and then
transition to a secure call by selecting the [Go Secure Voice]
screen key (see “To Transition from a Clear Call to a Secure
Call” on page 45).
Problem Solution