faulty 7941 cisco IP phone diagnostic

[Antonio Brandao]

Hi All,

I have a 7941 cisco ip phone device that when I power it on the boot steps behave on follow way :

1st - three buttons (headset, mute and speaker ) lighs on

2nd - speaker button goes green and stay on that for few seconds

3rd - Speaker button goes off and first line button goes orange/ ambar and phones shut off;

After that no response or no other life signal

It was working before but never been used too much,

I did got a small movie to show this issue and it is at youtube on link :  http://youtu.be/9WrY94f_i64

Could someone assist to try diagnose whats is the issue with this device ?

many thanks

Antonio

[Harmit Singh]

Hi Antonio,

Are you able to connect another 7941 on the same switchport and it registers fine? If yes, then you can try doing a hard factory reset (steps mentioned below). If that fails, you would most likely have to get it replaced provided it's under warrenty or covered under a contract.

To initiate the factory reset:

1.     Start with the phone in a powered off state.
2.     While holding the "#" key down on the keypad, apply power to the phone.
3.     Keep the "#" key depressed until you see the LEDs on the phone begin a 'walking' sequence, where they walk down from top to bottom.
4.     After you see the LED walk sequence begin, you can release the "#" key and enter one of the reset sequences below.  You have to enter the sequence as is, any deviation from the given sequence will abort the factory reset and resume a normal boot sequence.

The code for the total hard reset is: 3491672850*#

A total hard reset formats /flash0 blowing away everything except CNU.  All settings and personalization of the phone is removed.

Please note, in the situations where the flash is formated, the reset GUI that was added will be erased and thus will not show the phone trying to acquire a load and come back to life. This will make the phone apear dead and that it is not doing anything. The phone IS doing something. This appearance can last for as long as 10 to 15 minutes depending on network speed, so please be patient.

NOTE 2: There have been rare occurrences of the phone being unresponsive even after the 15 minute wait.  If you run into this, please do a complete power cycle of the phone and see if the phone will complete the factory reset after that power cycle.  After this power cycle, you do NOT need to to the keypad operations again, just power cycle the phone and it should continue.   The display will still be blank, so you should give the phone the full 15 minutes to complete the factory reset.

[Antonio Brandao]

Hi Harmit,

Thanks for your reply

This device is not connected on network yet and it´s being powered up by a power supply as I don´t have avaiable any PoE device on my lab.

With same power supply other devices works fine,of course they won´t get any setting from server as I don´t a working CM working yet.

I read your instructions then I tried to

1) Powered the device with # key pressed

2) It´s stops on speaker button on green for few seconds then first and second line buttons starts to blinks

3) While it was blinking I relesead the # button and started to type the sequence code you posted before

4) After I press last key of code ´#´ it´s shutdown and seems dead again

I posted again the procedure on youtube here goes the link http://youtu.be/lXDICxDIFCY

What is wrong with this device ? is possible to recovery it ?

[Harmit Singh]

Hi Antonio,

I saw the video (very helpful). During the last few seconds, I saw the phone begin the LED walk sequence. But I didnt see you enter the reset sequence in it? So it reached step 4 after which the reset sequence needs to be entered. Having said that, there are a number of prerequsites that are necessary for a successful factory reset.

1. You must have a network environment in which DHCP is used to provide the phone with an IP address and a TFTP server (i.e. DHCP option 150).
2. There must be an appropriate default load for your phone model on that TFTP server:      
   • The default load name is:  termxx.default.loads (where xx is part  of the model number, 41 for 7941, 62 for 7962, 70 for 7970, etc.)
   • The version of the default load must be the same signing type (dev  or release) as the phone on which you wish to do a factory reset.
   • This file (termxx.default.loads) is packaged with every phoneload  that is installed on the callmanager, but since the name is not unique  per phoneload version, the copy of termxx.default.loads is always the  one from the most recent load that was installed on the callmanager.  It  may not be the type (dev or release) that you want.

HTH.

Regards,

Harmit.

[Antonio Brandao]

Hi Harmit,

Yes, did the sequence this is just not appearing the video but on that time hadn´t the phone connected on a working enviroment. I´m setting up as you told me now and I´ll proceed with the steps again and problaby will work.

Many many thanks for your help

Antonio

[Harmit Singh]

Hi Antonio,

Sounds like a plan! I'm glad I could help.

Regards,

Harmit.

[Antonio Brandao]

Hi Harmit,

I had the enviroment working and I tried the reset sequence, what is happening now is :

1) I power on phone with # key pressed after few seconds I get LED walk sequence;

2) Then I typed the code (3491672850*# )

3) Before I type the code, walking sequence is flashing led in Orange color and when I finish to type the sequence LEDs starts to flashing in Red color for few seconds and stops phones starts the boot proceed again with Speaker LED on.

Any idea about what can be happening ?

Antonio

[Harmit Singh]

Hi Antonio,

After typing the code, did you wait for 10-15 minutes before doing anything else like I mentioned before? It can even take upto 30 minutes at times. If this doesn't work, the only other option I see is doing a RMA by calling into the hardware TAC support. If it is critical to understand why it failed, an Engineering Failure Analysis (EFA) may be requested, but it's a time consuming process.

HTH.

Regards,

Harmit.

[Antonio Brandao]

Hi Harmit,

I never touch the phone after I did the sequence code, I saw you mentioned something about the

termxx.default.loads.

termxx.default.loads I have here is one that cames with CME 7.

Could it be the problem ?

Antonio

[Harmit Singh]

Hi Antonio,

You could try to remove the existing phone firmware files (all of them for that phone model) from the flash of the router and upload the latest firmware files. That ways, we can rule out the possibility of the phone having issues trying to read the termxx.default.loads file. Do you know what firmware the phone currently has?

Once you upload the latest firmware files in the flash and update the load info and the tftp-server statements in the CME, if the phone still is stuck, try the reset sequence again to see if it makes any difference.

Regards,

Harmit.