8961's get stuck in Phone Not Registered State

[Rainee Ortiz]

How do IP phones get in the state of Phone not registered?  I have tried to resolve the problem without having the customer have to do a hard reboot of the IP Phone.  It does not resolve the problem.  We need a solution that doesn't require the customer to power cycle the phone.  I do not know what causes the phone to get into this state.  I have some logs from the phone that could potentially help isolate the problem.  I just don't want to post them here.  Does anyone have any thoughts on what we could try?

Regards,

  Rainee

[Charles Hill]

We need a little information to help in troubleshooting.

Phone model #?

Trouble isolated to one phone model?

Trouble isolated to a switch?

Phone firmware?

Callmanger version?

Logs would be helpful?

What is the status in the Callmanager?

[Rainee Ortiz]

Phone model #?  8961s and 9971s

Trouble isolated to one phone model? no it happens to both

Trouble isolated to a switch?  no it is random

Phone firmware? sip8961.9-4-1ES-13 and sip9971.9-4-1-9

Callmanger version? 9.1.2.10000-28

Logs would be helpful? too large to attach

What is the status in the Callmanager? We have approximately 8000 phones and maybe only a handful in the Phone not registered state.

[Wilson Samuel]

Hi,

It looks like your 8961 Firmware is Engineering Special release, I would request you to update that to the generic release Firmware of 9.4.2-SR1 (the current latest) firmware and see if it does any help.

HTH

[Charles Hill]

Next time the phone is in the not registered state, try unplugging the cable going to the pc and see if the phone will register.

There is a bug with your callmanager version, but it doesn't reference your phone model.

Due to a laptop going to sleep and auto-negotiation/speed dupex change.

https://tools.cisco.com/bugsearch/bug/CSCuq05718

Hope this helps.