Re: Cisco 7962 Phone not booting after Hard Reset 3491672850*# - Page 2

cristian.munoz · ‎06-03-2018

Hi All

I trying to upgrading the Cisco IP Phone 7962 using soft reset 123456789*0#, but not work. Then I performed a hard reset 3491672850*# , but now it is in a loop in the TFTP server and the IP Phone showing blank screen.

The version firmware is cmterm-7942_7962-sccp.8-5-2

I need help please...

TIA

Cristian

Ratheesh Kumar · ‎06-05-2018

But do you have these files in your flash ?

#Show flash

Hope this helps

Cheers
Rath!

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cristian.munoz · ‎06-05-2018

show flash command. Please see the attach.

Adding, in the command following:

Router#sho cdp nei detail
-------------------------
Device ID: SEP44ADD9D45DF8
Entry address(es):
IP address: 192.168.1.6
Platform: Cisco IP Phone 7962, Capabilities: Host Two-port Mac Relay
Interface: FastEthernet0/1/0, Port ID (outgoing port): Port 1
Holdtime : 141 sec

Version :
79XX_default_load

advertisement version: 2
Duplex: full
Power drawn: 6.300 Watts

Router#

The ip phone have version 79XX_default_load??

TIA
Cristian

Maren Mahoney · ‎06-06-2018

The 79XX_default_load is the factory firmware.

The last thing I can think of is: Did you change your TFTP commands to alias all of the 8.3(3) firmware files as Chris suggested in an earlier reply? (I'm grasping at straws with that, but I'm running out of ideas.)

tftp-server flash:/7962/SCCP42.8-3-3S.loads alias SCCP42.8-3-3S.loads
tftp-server flash:/7962/apps42.8-3-2-27.sbn alias apps42.8-3-2-27.sbn
tftp-server flash:/7962/cnu42.8-3-2-27.sbn alias cnu42.8-3-2-27.sbn
tftp-server flash:/7962/cvm42sccp.8-3-2-27.sbn alias cvm42sccp.8-3-2-27.sbn
tftp-server flash:/7962/dsp42.8-3-2-27.sbn alias dsp42.8-3-2-27.sbn
tftp-server flash:/7962/jar42sccp.8-3-2-27.sbn alias jar42sccp.8-3-2-27.sbn
tftp-server flash:/7962/term42.default.loads alias term42.default.loads
tftp-server flash:/7962/term62.default.loads alias term62.default.loads

Also: Let's check to see if the CME is telling the phone the right thing. Please run the following command to view the contents of the XMLDefault file for the 7962. Run: more system:/its/XMLDefault7962.cnf.xml Does it show the correct firmware version in there?

If those two things don't work, my last thought is that the firmware in your router is 'bad'. If you still have the .zip file that contains the 7962 8.3(3) firmware, can you copy it fresh out of the zip file and into the 7962 folder you created? The one file I'm thinking might need a fresh copy of the term62.default.loads. It may be that it was overwritten when you installed the v9 firmware and needs a fresh copy out of the 8.3(3) set of firmware. Now that I think about it, I have had this very behavior (term62.default.loads and no farther) happen that was fixed with a fresh copy of newer firmware.

Alternately, if you have another firmware that is in between 8.3(3) and 8.5(2) that we can use to do the first stage of the two-stage firmware upgrade maybe we can try that.

You're doing everything right. It's going to be some small, stupid thing that all of us are missing.

I have my fingers crossed for you, Christian!

Maren

cristian.munoz · ‎06-06-2018

Dear Maren

I put all alias :

tftp-server flash:/7962/SCCP42.8-3-3S.loads alias SCCP42.8-3-3S.loads
tftp-server flash:/7962/apps42.8-3-2-27.sbn alias apps42.8-3-2-27.sbn
tftp-server flash:/7962/cnu42.8-3-2-27.sbn alias cnu42.8-3-2-27.sbn
tftp-server flash:/7962/cvm42sccp.8-3-2-27.sbn alias cvm42sccp.8-3-2-27.sbn
tftp-server flash:/7962/dsp42.8-3-2-27.sbn alias dsp42.8-3-2-27.sbn
tftp-server flash:/7962/jar42sccp.8-3-2-27.sbn alias jar42sccp.8-3-2-27.sbn
tftp-server flash:/7962/term42.default.loads alias term42.default.loads
tftp-server flash:/7962/term62.default.loads alias term62.default.loads

Router#more system:its/vrf1/XMLDefault7962.cnf.xml
<device>
<versionStamp>{7960 Jun 06 2018 03:40:49}</versionStamp>
<ipAddressMode>0</ipAddressMode>
<allowAutoConfig>false</allowAutoConfig>
<devicePool>
<dateTimeSetting>
<dateTemplate>M/D/YA</dateTemplate>
<timeZone>Greenwich Standard Time</timeZone>
</dateTimeSetting>
<callManagerGroup>
<members>
<member priority="0">
<callManager>
<ports>
<ethernetPhonePort>2000</ethernetPhonePort>
</ports>
<processNodeName>192.168.1.1</processNodeName>
</callManager>
</member>
</members>
</callManagerGroup>
</devicePool>
<commonProfile>
<callLogBlfEnabled>2</callLogBlfEnabled>
</commonProfile>
<loadInformation>SCCP42.8-3-3S</loadInformation>
<userLocale>
<name>English_United_States</name>
<langCode>en</langCode>
</userLocale>
<networkLocale>United_States</networkLocale>
<networkLocaleInfo>
<name>United_States</name>
</networkLocaleInfo>
<idleTimeout>0</idleTimeout>
<authenticationURL></authenticationURL>
<directoryURL>http://192.168.1.1:80/localdirectory</directoryURL>
<idleURL></idleURL>
<informationURL></informationURL>
<messagesURL></messagesURL>
<proxyServerURL></proxyServerURL>
<servicesURL>http://192.168.1.1:80/CMEserverForPhone/serviceurl</servicesURL>
<dscpForSCCPPhoneServices>0</dscpForSCCPPhoneServices>
<dscpForCm2Dvce>96</dscpForCm2Dvce>
</device>

Router#

cristian.munoz · ‎06-06-2018

Now I upload all file for version SCCP42.8-5-2S in a new folder 7962-2

Then, I changed the telephone-service param:

Check, more the file XMLDefault7962.cnf.xml

tftp-server and alias

In the IP Phone
1.- Connect the IP Phone , hold the hash (#) button down
2.- Press the following buttons: 3491672850*#

Then, debug TFTP event and packet

TIA
Cristian

Ratheesh Kumar · ‎06-06-2018

Hi there

Could your modify the config as follows

telephony-service
load 7962 SCCP42. 8-5-2S.loads

Do a Create cnf and reset.

“Cisco Unified CME 7.0(1) and later versions: Use the complete filename, including the file suffix, for phone firmware versions later than version 8.2(2) for all phone types”

Hope this helps
Cheers
Rath!

***Please rate helpful posts***

Maren Mahoney · ‎06-07-2018

Well, drat....

You can clearly see the phone download the term62.default.loads, so the load configuration is fine and the firmware files are fresh so it's not that, and TFTP is working, and....hmmm.

Okay....time to grasp at straws:

Do you have 802.1x configure on the switch? If so, disable that on the port for this phone and try rebooting again. (No need to put in the factory reset sequence any more. Just plug it in.)

Please open the term62.default.loads file in the 7962-2 folder (Notepad, or maybe a "more" command on the router) and look for the list of files at the bottom. Does it list all of the files with the correct version numbers?

Also try copying out and then deleting all of the tftp:flash commands. Then put the ones back for just the 8.5.2 firmware in the same order (yes, this is a thing) as the files listed in the term62.default.loads file. This bug affects very old phones. (Include the alias part of the tftp:flash command as you did before.)

If you can find a maintenance window to reboot your router, it may be that CME needs to "clear out" what it knows and load itself fresh.

We WILL get this figured out.

Maren