Specifications

Diagnostics Chapter 6: IP Endpoints
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6.3.4 IP100 Phone Troubleshooting
If an IP100 phone becomes unresponsive or behaves in an undesired fashion, use the
following diagnostic steps to collect diagnostic information and forward to ShoreTel
Customer Support for analysis.
Step 1 Record the IP address and MAC address of the problematic IP phone. These can
be found in Shoreware Director under IP Phones and Individual IP Phones.
Step 2 On the IP phone, press the menu button and record any information displayed
on the screen.
Step 3 Record the state of the IP phone. View the IP phone state by selecting the IP
phone’s host switch in QuickLook and clicking IP Phones Maintenance.
Record the IP address of the host switch.
Step 4 Ping the problematic IP phone using the ‘ping’ command on the IP Phones
Maintenance page.
Ping xxx.xxx.xxx.xxx (IP address).
If the IP phone returns the following message(s), go to Step 5.
Reply from xxx.xxx.xxx.xxx: bytes=32 time<10ms TTL=64
Step 5 If you do not receive a response to the ping command, collect application and
boot logs in the inetpub\ftproot directory, stop here, and send the available
information to ShoreTel Customer Support. File naming convention is
IP_Phone_MAC-app.log and IP_Phone_MAC-boot.log.
Example:
0004F2003896-app.log
Step 6 On the ShoreWare server, enable a Telnet session to the host switch as follows:
Step a Open a CMD window and navigate to the Program Files\Shoreline
Communications\Shoreware Server directory.
Step b Ty p e
ipbxctl -telneton xxx.xxx.xxx.xxx using the IP address of the
host switch and press ENTER.
Telnet into the host switch using the
telnet command. Use the following
login name and password:
Login:
anonymous
Password: ShoreTel (case sensitive)
Step c Ty p e
ext_cco_status and press ENTER. Capture the returned information.
Step d Ty p e
mgcp_msg_debug=1 and press ENTER to turn on MGCP message trace.
10 Mbps/Ethernet 10 Mbps Ethernet speed in use
Request Service (for IP110)
Requesting Service (for others)
Being requesting service from MGC
No Service MGC service is unavailable
Display Message Interpretation
Table 6-1 Diagnostic and Failure Messages