IP Phone 8941 buttons stop working

kirkulees007 · ‎08-26-2013

We have had an issue on several phones where the buttons stop working for no apparent reason. The phone can recieve calls just fine, but you can't place calls as none of the buttons work. Rebooting/resetting the phone does not help. I was wondering if this was any known issues and if there was a fix for it?

We are running the following:

SCCP8941_8945.9-3-1-19

System version: 9.0.1.10000-37

Any help is apprecriated,

Thanks!

Tapan Dutt · ‎08-26-2013

The only thing I can think of which you can change on the Phone is firmware...

Tapan

Rob Huffman · ‎08-27-2013

Hi there,

I wanted to add this note to the good info from Tappan (+5)

This bug references SIP firmware, but I might try the workaround

just to be sure;

CSCuc65387 Bug Details

8945 Keypad Locks up

Symptom:
8945 SIP: Keypad locks up

Conditions:
SIP 9.3(1)
To reproduce the issue and get the phone into the error state:

1.       Pickup handset when phone is idle, then the predictive dial Menu will show up
2.       Press the down direction key, to move the focus to the Menu's first item
3.       Press any one or more digit keys
4.       Hangup the handset, the phone will go back to idle
5.       If the user picks up the handset again, the digit key should not work because the focus is not on the input field

Workaround:
To recover the phone from the error state:

1.       Pickup handset when phone idle, then the predicative dial Menu will show up
2.       Press up direction key up repeatedly, to make sure that the focus moves to the input field
3.       Press any digit key
4.       Then hangup the handset, the phone should return to idle and the phone will be back to normal

Status

Fixed

Severity

3 - moderate

Last Modified

In Last Year

Product

Cisco Unified IP Phone 6900 Series

Technology

IP Telephony/Voice over IP (VoIP)

1st Found-In

9.3(1)

Cheers!

Rob

"A smile relieves a heart that grieves"

- Stones

kirkulees007 · ‎08-27-2013

Thanks Rob,

The user said it's intermittant, he's also a CCX user so that could be related as well. I asked him to try the posted work around next time the issue occurs. I'll update this discussion if it does.

Thanks for the suggestion!