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IP phones stop working

Rosa Ladera
Level 1
Level 1

IP phones frequently stops working when PoE connected to 6509 or 2960 cisco switches.

Does any one have this problems ?

I have lost dozens of  phones.

Thanks

Rosa

11 Replies 11

Terry Cheema
VIP Alumni
VIP Alumni

You need to describe the symptoms to get help/more response.

Do the phones unregister or they go blank? Do the logs of the switches indicate anything.

-Terry

Manish Gogna
Cisco Employee
Cisco Employee

Please add the details like which phone models and firmware versions are affected, IOS running on switches and cucm version so that any known issues can be identified.

HTH

Manish

Abhishek Singh
Cisco Employee
Cisco Employee

Hello Rosa,

Hope you are doing well. 

Like everyone -- would request you to elaborate on the environment and the updates?

# Is this a new setup?

# What are the phone models involved -- are they all 79xx /8xxx or what type of models?

# Confirm the firmware version. 

# Was this working fine before ?

# Is the issue related to one particular site or multiple sites ?

# IoS version on the Switch / CUCM version. 

===================================================

Waiting for your response on the issue .

Regards,

Abhishek Singh

Whatever level you reach getting better never stops -- Sachin Tendulkar

It is not a software problem.

The hardware "burns" and it is impossible to power it even using a external power injector.

It is a new setup, about 3 months.

Model 6911 (SCCP6911.9-3-1-SR1-3).

It begins working fine, suddenly it burns.

It is not related to a specific site.

cisco WS-C6509-E (R7000) processor (revision 1.4)

48-port 10/100/1000 RJ45 EtherModule (12.2(33)SXI1)

 

 

Hello Rosa,

Thanks for the answer. 

Trying setting static power in the port/s.

 Please plug the powered end-point/s -- post the command "sh power inline".

Regards,

Abhishek Singh

 

 
 
Whatever level you reach getting better never stops -- Sachin Tendulkar

port 2/13 with a 7970 IP phone running fine

cat6509-wc2#sh power inline g 2/13
Interface Admin  Oper            Power(Watts)     Device              Class  
                            From PS    To Device                    
--------- ------ ---------- ---------- ---------- ------------------- ------

Gi2/13    auto   on         11.5       10.2       Cisco IP Phone 7970 3    

Interface  AdminPowerMax       Police    ActualConsumption
             (Watts)                  
---------- -----------------  ----------  -------------------

Gi2/13                15.4       off            5.6

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

 

port 2/13 with a 6911 burned

cat6509-wc2#sh power inline g 2/13
Interface Admin  Oper            Power(Watts)     Device              Class  
                            From PS    To Device                    
--------- ------ ---------- ---------- ---------- ------------------- ------

Gi2/13    auto   off        0          0          n/a                 n/a  

Interface  AdminPowerMax       Police    ActualConsumption
             (Watts)                  
---------- -----------------  ----------  -------------------

Gi2/13                15.4       off            n/a

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

port 2/13 without IP phones

cat6509-wc2#sh power inline g 2/13
Interface Admin  Oper            Power(Watts)     Device              Class  
                            From PS    To Device                    
--------- ------ ---------- ---------- ---------- ------------------- ------

Gi2/13    auto   off        0          0          n/a                 n/a  

Interface  AdminPowerMax       Police    ActualConsumption
             (Watts)                  
---------- -----------------  ----------  -------------------

Gi2/13                15.4       off            n/a

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

port 2/13 with ip phone 7970 running fine

cat6509-wc2#sh power inline g 2/13
Interface Admin  Oper            Power(Watts)     Device              Class  
                            From PS    To Device                    
--------- ------ ---------- ---------- ---------- ------------------- ------

Gi2/13    auto   on         11.5       10.2       Cisco IP Phone 7970 3    

Interface  AdminPowerMax       Police    ActualConsumption
             (Watts)                  
---------- -----------------  ----------  -------------------

Gi2/13                15.4       off            5.7

 

 

 

 

 

 

Rosa, 

 

You've got a 6500 chassis.  Post the output to the command "sh module".  

 

You said you've lost a dozen of phones.  Did all the phones connect to a single line card or a single chassis?  

 

What happens when you do a complete factory default of the phone?

Leo

2. Did all the phones connect to a single line card or a single chassis?  

A: No They are connected to 4 CAT6509 different boxes;

 

You've got a 6500 chassis.  Post the output to the command "sh module".  

A: This 6509 is the one above:

 

cat6509-wc2#sh mod
Mod Ports Card Type                              Model              Serial No.
--- ----- -------------------------------------- ------------------ -----------
  1   48  48-port 10/100/1000 RJ45 EtherModule   WS-X6148A-GE-45AF  SAL14038Y1K
  2   48  48-port 10/100/1000 RJ45 EtherModule   WS-X6148A-GE-45AF  SAL1429MWBP
  4   48  48 port 10/100 mb RJ45                 WS-X6348-RJ-45     SAL0651A6ER
  5    3  Supervisor Engine 32 10GE (Active)     WS-SUP32-10GE-3B   SAL150671SS
  6   48  48 port 10/100/1000mb EtherModule      WS-X6148-GE-TX     SAL09475SZ5
  7   48  48 port 10/100/1000mb EtherModule      WS-X6148-GE-TX     SAL09475SZW
  9   48  48 port 10/100 mb RJ45                 WS-X6348-RJ-45     SAL0650A10Q

Mod MAC addresses                       Hw    Fw           Sw           Status
--- ---------------------------------- ------ ------------ ------------ -------
  1  8843.e15e.c6f0 to 8843.e15e.c71f   4.1   8.4(1)       12.2(33)SXI1 Ok
  2  d0d0.fd67.50f0 to d0d0.fd67.511f   4.1   8.4(1)       12.2(33)SXI1 Ok
  4  000b.be8d.6be0 to 000b.be8d.6c0f   6.2   5.4(2)       12.2(33)SXI1 Ok
  5  0025.45cb.75a6 to 0025.45cb.75ab   1.8   12.2(18r)SX9 12.2(33)SXI1 Ok
  6  0015.fa60.5f6c to 0015.fa60.5f9b   1.1   7.2(1)       12.2(33)SXI1 Ok
  7  0015.fa46.a974 to 0015.fa46.a9a3   1.1   7.2(1)       12.2(33)SXI1 Ok
  9  000b.be77.ae10 to 000b.be77.ae3f   6.2   5.4(2)       12.2(33)SXI1 Ok

Mod  Sub-Module                  Model              Serial       Hw     Status
---- --------------------------- ------------------ ----------- ------- -------
  1  IEEE Voice Daughter Card    WS-F6K-48-AF       SAL14038R1H  2.5    Ok
  2  IEEE Voice Daughter Card    WS-F6K-48-AF       SAL1428MABN  2.5    Ok
  4  Inline Power Module         WS-F6K-VPWR                     2.0    Ok
  5  Policy Feature Card 3       WS-F6K-PFC3B       SAL15066UFG  2.6    Ok
  5  Cat6k MSFC 2A daughterboard WS-F6K-MSFC2A      SAL15056339  4.1    Ok
  9  Inline Power Module         WS-F6K-VPWR                     2.0    Ok

Mod  Online Diag Status
---- -------------------
  1  Pass
  2  Pass
  4  Pass
  5  Pass
  6  Pass
  7  Pass
  9  Pass
cat6509-wc2#

3. What happens when you do a complete factory default of the phone?

A: I can not factory default phone because I can not power it even using a power injector.

What kind of phones do you have and are all the dead phones of the same model?

I have many different models, but the only model that burns is 6911.

but the only model that burns is 6911.

That's good (or bad).  Good because now we all know it's isolated to the 6911 only and not widespread.  

 

Since they are all dead, there's nothing we can do to determine the hardware version number.  Would you be able to help enter the serial numbers of some of the dead units?  I am looking for 3rd to the 6th characters of the serial number:  xxxNNNNxxxx

 

I want to see the "N" values. 

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