Unplug ALL headsets or phones won't power up?

[John Gage]

Cisco 2960-48 switch has powered Cisco 7965 phones for 2 years w/o problem.  This week we lose power and when it is restored the phones won't power up.  After much troublshooting I trip across the solution - unplug the Jabra headset from the AUX jack.  As soon as I plug the headset back in the phone powers down.  More troubleing and eventually decide I can live without headsets while I figure this out and start unplugging them all.  Get to the 2nd to last phone and it's already powered on with the headset still plugged in.  Go back and plug all headsets back in and everything is working fine.

While problem is happening I moved a phone over to my 2960-24 switch and it powered on properly, so issue seems to be in the 48 port switch.

This exact process has now happened twice so I can't just dismiss it.  Any thoughts?

Jabra 9450 Pro headset

Cisco IOS Software, C2960X Software (C2960X-UNIVERSALK9-M), Version 15.0(2)EX4

[Leo Laohoo]

Post the complete output to the command "sh power inline".

[John Gage]

To be fair this is the output with the probem resolved.  I plan to power cycle again and look at these results with the problem happening.

=~=~=~=~=~=~=~=~=~=~=~= PuTTY log 2015.12.06 19:55:33 =~=~=~=~=~=~=~=~=~=~=~=
sh power inline

Module   Available     Used     Remaining
          (Watts)     (Watts)    (Watts)
------   ---------   --------   ---------
1           740.0      294.3       445.7
Interface Admin  Oper       Power   Device              Class Max
                            (Watts)                            
--------- ------ ---------- ------- ------------------- ----- ----
Gi1/0/1   auto   off        0.0     n/a                 n/a   30.0
Gi1/0/2   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/3   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/4   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/5   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/6   auto   off        0.0     n/a                 n/a   30.0
Gi1/0/7   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/8   auto   off        0.0     n/a                 n/a   30.0
Gi1/0/9   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/10  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/11  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/12  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/13  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/14  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/15  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/16  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/17  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/18  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/19  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/20  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/21  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/22  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/23  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/24  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/25  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/26  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/27  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/28  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/29  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/30  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/31  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/32  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/33  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/34  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/35  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/36  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/37  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/38  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/39  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/40  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/41  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/42  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/43  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/44  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/45  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/46  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/47  auto   on         6.3     IP Phone 7961       2     30.0
Gi1/0/48  auto   on         12.0    IP Phone 7965       3     30.0

[Leo Laohoo]

Output shows you have a lot of spare power.  

Could be an IOS bug with the phone. 

[Andy Guley]

Has anyone else seen this issue?  I am having almost the exact same problem. 

1. If the headset is not hooked up the phone powers fine
2. If the headset is hooked up with an aux cable and no usb cable into the headset the phone powers fine
3. If the headset is hooked up with no aux cable and usb cable into the headset phone powers fine
4. If the headset is hooked up with both the aux and usb cable the phone will not power.

I have moved these phones over to a new switch that has a lot of power available and the same thing happens on that switch.  The headsets were in place for 3 months and worked with no issue.  There have been no changes to the network or the phones.

[Leo Laohoo]

Check the Release Notes of the firmware running on the phones. 

I know there are several issues about headsets not working with certain firmware version.

[jneumann]

Yes, same situation, different switch.  3560 48ps-s running latest iOS.  Happened after either an installer ram some cabling to our rack or after a power fluctuation.  Both happened at the same time. 

[John Gage]

Looking at one device it is even more strange.  Is it possible that my headset is powering the phone via the AUX jack? 

Headset connected and working properly (pre power cycle)
Gi1/0/40  auto   off        0.0     n/a                 n/a   30.0

Headset connected but phone dark (after a power cycle before unplugging all headsets)
Gi1/0/40  auto   off        0.0     n/a                 n/a   30.0

Headset disconnected and phone working properly (after a power cycle before unplugging all headsets)
Gi1/0/40  auto   on         15.4    IP Phone 7965       3     30.0

Headset connected and working properly (after unplugging all headsets)
Gi1/0/40  auto   off        0.0     n/a                 n/a   30.0 

[John Gage]

Here is the same command but after a power cycle with the problem happening.  Phone is dark, unplug the AUX jack (headset) and it boots.  Plug the AUX back in and the phone goes dark.

If I unplug the ~12 headsets having this problem by the time I get to #10 the phone is booting.  Return to the 10 phones and plug the headset back in - VOILA problem fixed.

sh power inline

Module   Available     Used     Remaining
          (Watts)     (Watts)    (Watts)
------   ---------   --------   ---------
1           740.0      214.4       525.6
Interface Admin  Oper       Power   Device              Class Max
                            (Watts)                            
--------- ------ ---------- ------- ------------------- ----- ----
Gi1/0/1   auto   off        0.0     n/a                 n/a   30.0
Gi1/0/2   auto   off        0.0     n/a                 n/a   30.0
Gi1/0/3   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/4   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/5   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/6   auto   off        0.0     n/a                 n/a   30.0
Gi1/0/7   auto   on         15.4    Ieee PD             3     30.0
Gi1/0/8   auto   off        0.0     n/a                 n/a   30.0
Gi1/0/9   auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/10  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/11  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/12  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/13  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/14  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/15  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/16  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/17  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/18  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/19  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/20  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/21  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/22  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/23  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/24  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/25  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/26  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/27  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/28  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/29  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/30  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/31  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/32  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/33  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/34  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/35  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/36  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/37  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/38  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/39  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/40  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/41  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/42  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/43  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/44  auto   on         12.0    IP Phone 7965       3     30.0
Gi1/0/45  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/46  auto   off        0.0     n/a                 n/a   30.0
Gi1/0/47  auto   on         7.0     IP Phone 7961       2     30.0
Gi1/0/48  auto   off        0.0     n/a                 n/a   30.0

[pwwiddicombe]

There should also be some messages in the 2960-48 log about power, if the power isn't supported. 

It's possible there is an over-allocation of power initially until the phones have powered up; and then the actual required power is negotiated; and the Jabra may increase that inline power requirement.

[Ed Simson]

Interesting, this same problem was just reported at a customer of mine this morning.  7841 phones with Jabra 9465 and 9470 headsets in a callcenter.  Has been running for a little more than a month without issue.  Powered by a stack of 3850-48s.  I do not have access to this customers switch infrastructure so I can't check the power allocation at this time.

Same behavior, phones are dead until the EHS cable of the headset is removed and all affected phones are isolated to two switches in a three switch stack.

Did you ever track this down to a root cause in your case?

[pwwiddicombe]

From some of the logs below, it almost looks like the Jabra system is actually supplying power to the phone?  Maybe somebody said they really didn't need the power adapters; and when the headset batteries finally gave out, the supply requirement reverted back to the Cisco switch?

On a quick search, I couldn't find any good documentation on how/what is powered on the Jabra.

[John Gage]

The issue was never resolved - I still need to unplug headsets anytime we power cycle the PoE switch. 

I did test the theory that the phone was actually powering the headset and that does not seem to be the case.  With an active call on the line unplugging the power adapter from the headset base results in loss of all audio in the headset. 

If anyone finds a solution short of replacing the headsets I would be interested in learning how.

[Ed Simson]

Are any of these headsets plugged into PCs or other devices?  If so try removing the USB cable from the PC so that the headset only has phone audio, phone EHS, and its own power adapter.

The customer who was having this issue found that this resolved the issue most of the time.

Second-hand via the customer: Jabra may have identified a design issue in the headsets when the USB connection is active, it sounded like an electrical issue with the headset grounding via USB.

They claimed that if you turn off inline power on the phone's switchport the phone will actually still try to power up as it grounds through USB.  I haven't had a chance to independently verify but the customer has stopped complaining about hung phones and they are still deploying Jabra headsets...

[tgarst]

Did you try going into CUCM and remove the Expansion Module config? That allowed my 7965 to boot and same on other 7962, 7962 and 7960. However, not really a fix since we need expansion module for all the lines we have. I guess our fix is just going to be replacing the phones with the 88xx model as we were already on that path. Pretty crazy to me that AUX plugged in can prevent a 79xx from booting up.