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eSpace 7800&7900 IP Phone
Troubleshooting Cases

About This Document

Issue 01 (2013-12-26)

Huawei Proprietary and Confidential

About This Document

Overview

This document describes how to troubleshoot faults that occur on an IP phone from aspects of
fault description, cause analysis, and troubleshooting approaches.

Intended Audience

This document is intended for:



Huawei technical support engineers



Huawei maintenance engineers



Engineers from Huawei channel partners



Enterprise administrators

Change History

Changes between document issues are cumulative. The latest document issue contains all the
changes made in earlier issues.

Issue 01 (2013-12-26)

This issue is used for first office application (FOA).

Содержание eSpace 7800

Страница 1: ...eSpace 7800 7900 IP Phone Troubleshooting Cases Issue 01 Date 2013 12 26 HUAWEI TECHNOLOGIES CO LTD ...

Страница 2: ...ei and the customer All or part of the products services and features described in this document may not be within the purchase scope or the usage scope Unless otherwise specified in the contract all statements information and recommendations in this document are provided AS IS without warranties guarantees or representations of any kind either express or implied The information in this document i...

Страница 3: ...one from aspects of fault description cause analysis and troubleshooting approaches Intended Audience This document is intended for Huawei technical support engineers Huawei maintenance engineers Engineers from Huawei channel partners Enterprise administrators Change History Changes between document issues are cumulative The latest document issue contains all the changes made in earlier issues Iss...

Страница 4: ...2 1 2 Call Faults 12 2 1 3 Onhook Offhook Failure 13 2 2 Network 13 2 2 1 Network Connection Failure 13 2 2 2 Failed to Obtain an IP Address 14 2 2 3 IP Address Conflict 14 2 2 4 Failed to Obtain an IP Address in DHCP Mode 15 2 2 5 Failed to Connect to eSight in HTTPS Mode 16 2 3 Login and Registration 17 2 3 1 Registration Failure After an IP Address Is Manually Configured 17 2 3 2 Failed to Regi...

Страница 5: ...ll Transfer 27 2 5 13 Request Terminated After a User Dials 125 27 2 6 Language Package 28 2 6 1 Failed to Select a Language After a Language Package Is Imported 28 2 6 2 Some Information Is Not Displayed in the Target Language After that Language Imported Using a Language Package Is Selected 29 3 eSpace 7900 FAQs 30 3 1 External Storage Devices and Dump Devices 30 3 2 Failed to Import a File to a...

Страница 6: ...850 7830 7820 7810 screen No Icon Description 1 This icon blinks when network connection failed 2 or Indicates that an account failed to be registered 3 Indicates that an account is being registered 4 or Indicates that an account is registered successfully 5 or Indicates a missed call 6 Indicates an incoming call 7 Indicates an outgoing call 8 Indicates all input methods To switch input methods pr...

Страница 7: ... 7870 screen No Icon Description 1 This icon blinks when network connection failed 2 Indicates that an account failed to be registered 3 Indicates that an account is being registered 4 Indicates that an account is registered successfully 5 Indicates a missed call 6 Indicates an incoming call 7 Indicates an outgoing call 8 Indicates a missed call 9 2aB Indicates all input methods To switch input me...

Страница 8: ...icates that the recording function fails to be disabled 25 Indicates that the recording memory is full 26 Indicates that recording fails 27 Indicates that recording is ongoing 28 Indicates that the VPN function is started 29 Indicates the keyboard lock mode 30 Indicates that there is an ongoing conference 31 Indicates the image of a called party 1 1 2 eSpace 7900 Series IP Phone Table 1 3 describe...

Страница 9: ...ll is ongoing Network signal strength Voice output in headset mode Voice output in hands free mode 1 2 Reviewing Logs Exporting a Log File to the Server Configuring the IP phone To export a log file to the server proceed as follows 1 Log in to an IP phone s web page click the Upgrade tab and click Advanced Log in to eSpace 7870 s web page click the Phone tab and click Configuration 2 Select Server...

Страница 10: ...he Syslog Configuration tab 4 On the Syslog Configuration tab page click corresponding to Directory for and select the path for saving logs 5 Access the specified path and verify that the syslog log file exists If the file exists in the directory the log server is configured successfully Viewing logs After required configurations are completed on the phone and server ensure that the server is in e...

Страница 11: ...Figure 1 4 shows an example of the syslog tar file Figure 1 4 An example of the syslog tar log file 1 2 1 eSpace 7800 Series IP Phone 1 2 2 eSpace 7900 Series IP Phone Exporting Logs eSpace 7910 eSpace 7950 stores logs about the registration and upgrade results to the log server for the maintenance personnel to diagnose and locate faults in time eSpace 7910 eSpace 7950 updates logs once every two ...

Страница 12: ...tial function failure and such failures affect subsequent service status are logged at error level warning Events for unexpected system status that does not affect system running are logged at warning level info The system status information and process directory tracing information generated in functional system running are logged at info level debug The information about system debugging perform...

Страница 13: ...rotocol vpp VPP protocol stack mproc media control oc service management Control module cfm configuration management cwmp CPE WAN management protocol dhcp DHCP log log msg message upg upgrade dev device Log line number Log generation mode including Null logs generated when operations are performed directly on eSpace 7910 eSpace 7950 Web logs generated when operations for eSpace 7910 eSpace 7950 ar...

Страница 14: ...e PC port of an IP phone and access the phone web page On the Network Advanced page enable Span to PC port For details about how to use a packet capture tool see the Administrator Guide of the specific IP phone model 1 4 Performing Diagnose Applicable Models eSpace 7900 series Procedure 1 On the home screen of eSpace 7910 eSpace 7950 select Apps 2 Choose Advanced Enter the administrator password T...

Страница 15: ...green and red and then turn off Check whether the call history LED speaker LED mute LED MWI LED and headset LED can blink red Microphone Check Press OK to start the microphone check Say something for example hello to the microphone and then check whether you can hear the voice as original through the speaker System Check After the system check is complete the diagnose result is displayed You can u...

Страница 16: ...ins power using a power adapter the power adapter does not comply with the standard eSpace 7900 series IP phones support only 5 V power supply If a non standard power adapter is used the IP phone may be damaged Try the 5 V power adapter recommended by Huawei If the IP phone still fails to start up the IP phone is considered damaged If PoE is used the PoE network cable is connected to the PC port o...

Страница 17: ...button to switch to the handset mode the IP phone is faulty The handset or handset cord is faulty Use a functional handset or handset cord If there is still no voice the IP phone is faulty No voice is heard in a call in speaker mode Possible Cause Identification Method The speaker is faulty Press when the IP phone is not engaged in a call If the speaker cannot play audio the speaker is faulty The ...

Страница 18: ... the IP phone returns to the home screen when you hold down the hookflash button Then check whether the dialing screen is displayed and whether the LED of a line button is steady green after you release the hookflash button If the answer is no for all the preceding questions the hookflash button is faulty When the IP phone is engaged in an ongoing call press the hookflash button If the IP phone fa...

Страница 19: ...LAN port of the IP phone The network cable is faulty Use a functional network cable 2 2 2 Failed to Obtain an IP Address Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom An IP phone fails to obtain an IP address and login to the IP phone fails Possible Causes and Solutions Possible Cause How to Resolve In static mode The IP address parameters are...

Страница 20: ...IP address of the conflicting device 2 2 4 Failed to Obtain an IP Address in DHCP Mode Applicable Models eSpace 7900 series Applicable Versions All versions Symptom The mode for an IP phone to obtain an IP address has been set to DHCP After the IP phone is powered on and its network cable is connected the network status displayed on its LCD screen indicates that it fails to obtain an IP address Po...

Страница 21: ...address is filtered out 2 2 5 Failed to Connect to eSight in HTTPS Mode Applicable Models eSpace 7900 series Applicable Versions All versions Symptom The HTTPS mode has been set for an IP phone to connect to eSight but eSight fails to discover the IP phone Possible Causes and Solutions Possible Cause How to Resolve The device certificate on the IP phone does not match that on eSight View the devic...

Страница 22: ...on the Date and Time screen or web page 2 3 Login and Registration 2 3 1 Registration Failure After an IP Address Is Manually Configured Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom After an IP address is manually configured for an IP phone and other related parameters such as the account and password are correctly set the IP phone still fail...

Страница 23: ...ns All versions Symptom An IP phone fails to register with the UAP eSpace U2980 in the UC2 0 network environment Possible Causes and Solutions Possible Cause How to Resolve The network environment selected for the IP phone is incorrect Change the network environment of the IP phone to UC2 0 Access the phone web page as an administrator Choose Advanced Server Network Environment select UC2 0 and cl...

Страница 24: ... Take Effect Applicable Models eSpace 7900 series Applicable Versions All versions Symptom The Busy Lamp Field BLF service fails to be configured on an IP phone or the BLF service configured does not take effect Possible Causes and Solutions Possible Cause How to Resolve In the UC1 1 network environment The BLF service right has not been assigned to the U1900 series gateway or to the IP phone Ensu...

Страница 25: ...at is an additional special character appears after the character string for the Option 246 field Use the Windows Server 2008 to function as the DHCP server For details about the configuration see the Administrator Guide of the IP phone Use the UC EMS network management server When the UC EMS is used there is no need for the DHCP server to deliver the Option 246 field Set the Option 246 field to a...

Страница 26: ... 55 50 46 2D 37 39 31 30 2E 78 6D 6C 00 The following command is for Huawei s S53 series switch Command dhcp server option 246 hex 75 70 66 70 72 6F 66 69 6C 65 2E 61 64 64 72 65 73 73 3D 68 74 74 70 3A 2F 2F 31 39 32 2E 31 36 39 2E 31 2E 32 37 2F 55 50 46 2D 37 39 31 30 2E 78 6D 6C 00 2 5 Call Services 2 5 1 Failed to Place Calls Applicable Models eSpace 7900 series and eSpace 7800 series Applica...

Страница 27: ... The call forward all function is enabled on the IP phone As a result all calls destined for the IP phone are directly forwarded to the specified forwarded to number or voicemail Disable the call forward all function For detailed operations see the User Guide of the specific IP phone model 2 5 3 Failed to Place Calls and Receive Calls Applicable Models eSpace 7900 series and eSpace 7800 series App...

Страница 28: ...the current account The call forward all function does not take effect on the accounts that are registered after the call forward all function is enabled Disable the call forward all service For detailed operations see the User Guide of the specific IP phone model 2 5 5 No Voice in Handset Mode Applicable Models eSpace 7900 series and eSpace 7800 series Applicable Versions All versions Symptom Whe...

Страница 29: ... peer party has muted the call Ask the peer party to unmute the call The volume is minimum Press the Volume button to turn up the volume 2 5 7 Failed to Set Up a Call with 80000 or Not Ringback Tone Heard Applicable Models eSpace 7900 series Applicable Versions All versions Symptom When a user dials 80000 using an IP phone the call cannot be set up or no ringback tone can be heard Possible Causes ...

Страница 30: ... for the account At least two lines are required for an account to hold a conference Add lines for the account Access the phone web page as an administrator Choose Advanced Accounts and add matched available lines for the account 2 5 9 Call ended Played When an IP Phone Calls an External Mobile Phone Applicable Models eSpace 7900 series Applicable Versions eSpace7910 V100R001C01SPC400 eSpace7950 V...

Страница 31: ...ing number is saved in the local address book of the IP phone the information about this calling number specified in the local address book will be displayed on the phone screen Complete the information about the calling number in the local address book The LDAP directory configured on the IP phone is incorrect or the configuration is incomplete Verify that the LDAP directory is correctly configur...

Страница 32: ...phone A in this example on which the call park operation is performed 2 5 12 No available line Displayed in a Local Conference or Call Transfer Applicable Models eSpace 7900 series Applicable Versions All versions Symptom A user is engaged in a call and wants to transfer this ongoing call or invite more users to hold a local conference but the message No available line is displayed on the phone sc...

Страница 33: ...pecifically access the phone web page as an administrator Choose Account Advanced enable 100 reliable retransmission and click Confirm The account fails to be registered Correctly configure the account For detailed operations see the Administrator Guide of the specific IP phone model 2 6 Language Package 2 6 1 Failed to Select a Language After a Language Package Is Imported Applicable Models eSpac...

Страница 34: ...Some Information Is Not Displayed in the Target Language After that Language Imported Using a Language Package Is Selected Applicable Models eSpace 7900 series Applicable Versions All versions Symptom After a language package is imported and the imported language is selected Some information is still displayed in the original language instead of the imported language on the phone web page Some inf...

Страница 35: ...ash drive 3 2 Failed to Import a File to an IP Phone Question Why cannot I import a file from an external USB flash drive to eSpace 7950 Answer The file to import is not placed in the root directory of the USB flash drive USB 2 0 If you want to operate the phone LCD screen to import a file the file must be placed in the root directory of the USB flash drive The remaining storage space of eSpace 79...

Страница 36: ...nswer Configure the SIP server login account and login password on the IP phone 3 4 Failed to Dial an Access Code for Enabling or Disabling a Function Question My IP phone has enabled the service of forwarding all calls to my mobile phone Why can I dial 57 to disable this service Answer Your IP phone has enabled the as Dial function Therefore when you press the last pound key in 57 a call is initi...

Страница 37: ...played Step 2 Select Default Ringtone and press Select Step 3 Select a ringtone to use Step 4 Press Select End 3 7 How to Adjust the Volume of the Ringtone Question How can I adjust the volume of the ringtone Answer Press the Volume button to adjust the volume of the ringtone when the phone is in idle or ringing state 3 8 How to Retrieve Voice Messages Question How can I retrieve voice messages An...

Страница 38: ... s Information for an Incoming or Outgoing Call Question Why cannot my IP phone display the information including the department and name of the peer party when I place or receive a call Answer Verify that on your IP phone the contact information has been saved or the corporate directory address has been configured If the contact information has been saved or the corporate directory address has be...

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