Error when reseting cisco ip phone

[yeow_km]

I am trying to do a factory reset of one cisco 7945G phone.

but I keep getting error status.

what should I do ??

[Joseph Martini]

I would take a packet capture to see what the phone is requesting.  The phone should be getting an IP address from a DHCP server that passes it an option 150 or option 66 so it has a TFTP server to connect to.  The phone most likely is looking for the XMLDefaults.cnf file which tells the phone what phone load it should download.  What is the default load on your system for 7945 phones?  You may  have to temporarily install an older phone load such as 8.5.2 as the device default (possibly older) so that your phone can authenticate the load.  Once the phone is on a full firmware version you can  upgrade all the way to the load the rest of the phones are on.

[yeow_km]

the phone is able to get ip address but seems like it cannot reach my tftp server.

is there any way that i can input the tftp ip address into the phone

[Sharon Tom]

do you have any other phones conected on the same switch that is working?

also as told by joe, get a packet capture and check why phone can't reach the tftp server.

is the phone registering with cucm or cme?

what is the phone load version?

make sure the phone load is below 8-5-2 else you will get error.

[Joseph Martini]

Part of the factor reset procedure I think says to make sure you have a DHCP server on your network the phone can reach because the only way to give the phone the TFTP server's IP address is through DHCP.

[yeow_km]

found out the reason why it didnt work.

because this user is at another remote office, option 150 for dhcp was not enabled on the dhcp server.

after I enable the option 150, it work well.