06-26-2018 10:01 AM - edited 03-17-2019 01:05 PM
Hello all,
I've been having the following issue with firmware versions 11.x.x for Cisco 8851 3PCC IP Phone. I can pair my bluetooth headset just fine with the 8851, but after a few days the pairing is lost, and I'm unable to reconnect. More specifically, these are the steps I've taken to no avail:
The only solution I have found so far is to reset 8851 phone to factory defaults. In that case, I am able to pair with the headset again, until the issue manifests after a few days. I haven't been able to determine what triggers this, but the last time it happened I was on a call which I disconnected using controls on the phone, not on the headset. Almost immediately after hanging up I heard a disconnect tone through the headset. I'm not sure if this in anyway triggered the issue, but I thought I'd mention it anyway, with reservations.
Needless to say this behaviour is not encountered when using the headset with other devices, e.g. mobile phone and laptop, both of which connect via bluetooth as well.
I also have an issue with the mute function not syncing between phone and headset, but I think I'll start a new thread for that issue.
My headset model is Jabra Evolve 75+ UC. Cisco 8851 is listed as supported by Jabra in their support pages, and Cisco lists several Jabra models as supported as well, although I haven't been able to find such a list specifically for 8851 3PCC.
This is becoming really annoying, can I expect a fix in a future firmware release? I'd be glad to provide any further information if needed. Thank you.
BR,
George
06-27-2018 05:30 AM
Anyone?
07-02-2018 09:20 AM
Can someone from Cisco please investigate whether this is a known issue? I realize support is subject to active TAC subscriptions, but this is clearly a firmware bug and it's very frustrating. Thank you.
07-02-2018 02:15 PM
Can you get a PRT from the phone when the issue is seen?
http://<phoneip>/admin/advanced
Info->Debug Info->Generate PRT
Thanks
07-03-2018 06:08 AM
Hello bijpraka,
I have the PRT file, generated immediately after a failed bluetooth connection attempt. Is there any way of sending this to you privately? I checked the contents and it does include some sensitive information. Thank you.
Best regards,
George
07-03-2018 07:57 AM
You can send it out to bijpraka@cisco.com
Thanks.
07-03-2018 08:41 AM
Thanks. Can you please generate another PRT after setting the debug level to DEBUG. The option can be found on Voice->System->Optional Network Configuration->Debug Level->DEBUG
After setting the debug level to DEBUG try to connect the headset and after it fails then generate the PRT.
Thanks.
07-03-2018 10:56 AM
Hello again,
I enabled the debug level as per your instructions and rebooted the phone, aiming to clear irrelevant and/or past output in the logs. After the reboot, the headset connected successfully, with no user intervention.
Please note that when I had this problem before, a reboot wouldn't remedy the issue: only a factory reset seemed to work around it.
In any case, I'll wait for the problem to manifest again, and collect the PRT then.
Thank you.
BR,
George
07-03-2018 12:37 PM
Sure. Whenever you see the issue again, do try to connect the device from the menu and then generate the PRT.
Thanks.
07-05-2018 05:59 AM
Hello,
The issue manifested again. I have generated a PRT and sent it to you in the e-mail address you provided. Thanks.
BR,
George
07-05-2018 10:12 AM
Hi,
Was there any particular action performed after which the issue started? Did you do this step again?
"Disconnected call from phone instead of headset?"
02-04-2022 10:35 PM
I am having this same issue with a Bose 700 Bluetooth headset, the phone looks to be still connected, but the headset says connection lost. When I unplug the power from the phone and wait 60 seconds and boot back up I can then connect the headset again with no problem and good to go for the reset of the day. Was there ever any results or solution found as I see this post was back from 2018? Thank you in advance for any help.
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