7962 phones stop working randomly

STACY WOOD · ‎04-10-2015

we have 2 call centers - geographically separated. Both running off same call manager 8.5 cluster and uccx 8.5 cluster. both use cisco 7962 phones, with extension mobility. plugged into cisco 2960 switches. pc's plug into the phones. issue is that we keep having phones in only one call center randomly stop working. agents come in and phone is not working. we find port on switch (different switches depending on phone) err-disabled. cold boot phone might bring it back. Most recently the phone sticks on registering until PC is rebooted (why would that even matter? pc is win7 pro) cables have been tested as fine.

this is driving us nuts.

all phones are same model, same firmware, sccp, register to same call manager cluster. Switches are same models, same firmware, etc. PC's are same hardware, same image, patches etc. No clue why pc would impact phone not registering. Anyone else run into this??

Thanks!

Stacy

Charles Hill · ‎04-10-2015

Hello Stacy,

To verify the cause of the err-disabled port, enter

show log | i 1/0/1 (1/0/1 being the port number that was disabled.)

The log should list the port going into err-disabled state and the reason.

If errdisable recover is enabled, you can "show errdisable recovery" to see the cause also.

Below is a link to a pdf that gives steps to diagnose err-disabled ports.

http://www.cisco.com/c/en/us/support/docs/lan-switching/spanning-tree-protocol/69980-errdisable-recovery.html

Hope this helps,

if so, please rate.

Thanks.

STACY WOOD · ‎04-10-2015

nothing helpful logs. since we had 2 phones err disable today i was able to pull both logs.

sometimes a shut/no shut will not enable the port and we have to reboot switch. today we were able to just shut no shut. but phone did not register or work until either PC was rebooted or for the other network troubleshooting was done by the user on the PC and that magically fixed it.

Makes no sense to us.

here's logs:

10.55.33.34 – port 28 – brian's

bt055_2960_34#sh log | inc 1/0/28

Apr 10 11:01:23.609: %ILPOWER-7-DETECT: Interface Gi1/0/28: Power Device detected: IEEE PD

Apr 10 11:01:24.856: %ILPOWER-5-POWER_GRANTED: Interface Gi1/0/28: Power granted

Apr 10 11:01:27.918: %LINK-3-UPDOWN: Interface GigabitEthernet1/0/28, changed state to up

Apr 10 11:01:28.920: %LINEPROTO-5-UPDOWN: Line protocol on Interface GigabitEthernet1/0/28, changed state to up

Apr 10 11:23:41.266: %ILPOWER-5-IEEE_DISCONNECT: Interface Gi1/0/28: PD removed

Apr 10 11:23:41.450: %LINEPROTO-5-UPDOWN: Line protocol on Interface GigabitEthernet1/0/28, changed state to down

Apr 10 11:23:42.268: %ILPOWER-7-DETECT: Interface Gi1/0/28: Power Device detected: IEEE PD

Apr 10 11:23:42.451: %LINK-3-UPDOWN: Interface GigabitEthernet1/0/28, changed state to down

Apr 10 11:23:43.353: %ILPOWER-5-POWER_GRANTED: Interface Gi1/0/28: Power granted

Apr 10 11:23:46.509: %LINK-3-UPDOWN: Interface GigabitEthernet1/0/28, changed state to up

Apr 10 11:23:47.511: %LINEPROTO-5-UPDOWN: Line protocol on Interface GigabitEthernet1/0/28, changed state to up

bt055_2960_34#

10.55.33.36 port 38 – steph

bt055_2960_36#sh log | inc 1/0/38

Apr 10 11:47:28.888: %ILPOWER-5-IEEE_DISCONNECT: Interface Gi1/0/38: PD removed

Apr 10 11:47:29.911: %ILPOWER-7-DETECT: Interface Gi1/0/38: Power Device detected: IEEE PD

Apr 10 11:47:31.001: %ILPOWER-5-IEEE_DISCONNECT: Interface Gi1/0/38: PD removed

Apr 10 11:47:40.067: %ILPOWER-7-DETECT: Interface Gi1/0/38: Power Device detected: IEEE PD

Apr 10 11:47:41.032: %ILPOWER-5-POWER_GRANTED: Interface Gi1/0/38: Power granted

Apr 10 11:47:44.529: %LINK-3-UPDOWN: Interface GigabitEthernet1/0/38, changed state to up

Apr 10 11:47:45.541: %LINEPROTO-5-UPDOWN: Line protocol on Interface GigabitEthernet1/0/38, changed state to up

bt055_2960_36#

Charles Hill · ‎04-10-2015

I'm not seeing a port that went into err-disabled state.

Could be a faulty cable.

You can use the

test cable-diagnostics tdr interface gigabitEthernet 1/0/1

show cable-diagnostics tdr interface gigi 1/0/1

What type of phone is plugged into the ports that are bouncing?

Show interface g1/0/1

and look for errors and speed duplex mismatch.

STACY WOOD · ‎04-10-2015

as mentioned in my original post the phones are cisco 7962's sccp phones.

we have used cable testers on the cables they test out fine.

today the port did not err-disable but the phone stopped working. other times the port has err-disabled.

we have not ever found anything useful in the logs. we have replace cables. tried other ports. other phones etc. again these same phones work fine at another site with identical switches.

also as mentioned, issue today was the phone had no power. we shut the port then no shut it to bring it up. It then froze on "registering" that never stopped until the pc was rebooted. WHY??

Charles Hill · ‎04-10-2015

Hey Stacy,

What is the ios?

Do you mind doing a

show run int g1/0/28

show int g1/0/28

If you remember which port that last went into err-disabled state, I would do a

show log | i "port #" This should tell you the reason it went into err-disabled state.

I'm searching for a bug or cause that references a pc behind the phone causing a problem, but no luck yet.

Thanks.