Cisco IP Phone 7962 Keeps Rebooting

[michael.liu1]

I am having an issue with my Cisco IP Phone 7962G. The phone will randomly reset itself multiple times throughout the day. The phone was recently purchased and configured with a VOIP service. The VOIP service runs smoothly throughout the day, there are no problems receiving and placing calls. The resetting frequency is random but seems to be 1-2 times/hour.

I have fully powered cycled my router, POE switch, and phone, yet the issue remains. I have called my VOIP service but this type of support is out of their scope; they said a factory reset would brick the phone. I have also called Cisco and they mentioned this is an older model which, unless you purchased under a contract with support, is not supported anymore.

I managed to catch some status messages recorded in the phone’s log (in order):

1. “SEP64AE0C5F10B0.cnf.xml(TFTP)” (Occurs first)
2. “Error Updating Locale” (Occurs second)
3. “No Trust List Installed” (Occurs last)

Can anyone help with this?

Many thanks in advance,

Michael

[Mark Malone]

If you get another phone and put it in the same port do you get the same issue ?

This will rule out poe issue on the port and cabling as well , if the phone is good thenm you know you may have an issue with the original phone, you need to isolate the issue compleyely 1st

Why would a factory reset brick the phone , the configuration is stored on the call manager , you would just need to make sure you have the correct firmwares stored in your call manager to make sure you can makle the jump up to your current active firmware we have often reset our phones to rule out issues.The phone is a dumb terminal until the CM has configured it , if the right firmwares are there the phone will download them get its ip and get its config from the CM profile thats setup for its mac address

1st though rule out everything else , check the port for crcs input errors and poe issues while connected , move it around as well see if the problems follows the phone

[michael.liu1]

Thanks for the prompt response, Mark. I have another identical phone that is experiencing the same rebooting issues. One is plugged into Port 1, the other into Port 2. I have interchanged ports and even tried ports 3 and 4 on the POE switch, problem remains. I believe the issue is now fully isolated to the phone as there don't seem to be any problems with my external peripherals.

Regarding bricking the phone, this is my first time with Cisco/VOIP phones so I am inexperienced in managing them. How can I access the Cisco call manager?

Please let me know what you suggest.

[Mark Malone]

You would access the Call Manager by GUI https://(ip address)

If you are sure you have isolated the issue to the phone you could try update its firmware that may fix it  if its not a hardware problem then you would have to rma it if its under warranty/support

Have you checked the switch power inline when there connected and the logs made sure there's nothing else going on , are these phones the same model / same firmware

If your going to upgrade the firmware watch this video 1st very good example upgrading from call manager to phone

https://www.youtube.com/watch?v=ghzKRIfS-AY 

check this doc as well its showing the alerts you seen

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cuipph/7962g_7961g_7961g-ge_7942g_7941g_7941g-ge/8_0/english/administration/guide/62adm80/62614241vie.html

No Trust List installed

Certificate Trust List (CTL) file or Identity Trust List (ITL) file is not installed in the phone.

Occurs if the CTL file is not configured on the Cisco Unified Communications Manager and the Cisco Unified Communications Manager does not support security by default. For more information about the CTL file or ITL file, refer to Cisco Unified Communications Manager Security Guide.

[michael.liu1]

Thank you, very helpful. However, I cannot access the Call Manager through that address. Do I need to have the Cisco Unified Communications Manager first installed on my computer before I can access it from the browser? If so, where can I find the install file for the manager?

[Jameson Gagnepain]

Michael,

What is the "VOIP Service" you mention in your first post? Knowing what system you are trying to connect the phone to would be a great help here.

-Jameson

[michael.liu1]

Hey Jameson. It's Jive Communications.

[michael.liu1]

Bumping this. Can anyone help me get set up with Cisco Call Manager?

[Jonathan Schulenberg]

CUCM is not a client-side application. It is an on-premise IP PBX.

The most likely explanation is that the internet link to your ITSP is unstable. Please contact them for support; this forum does not provide support for non-Cisco call control.