885NR can't registered successfully

[sallysa124]

the cisco phone 885NR was registered to cucm 11.5 and upgraded to sip8845_65.11-7-1-17 version, it automatically restarted and could not be registered successfully after the restart

[Nithin Eluvathingal]

Try reverting the phone to the old firmware on which it was working and check if it gets registered.

[Maren Mahoney]

As @Nithin Eluvathingal mentioned, reverting to the old firmware will hopefully solve your problem. You may need to first do a factory reset. (I assume your phone is an 8865NR, it looks like you mistyped it in your post.)

I don't see anything in BugSearch about failure to register with that firmware. But if you need to be on that firmware to support a new feature you may be able to open a TAC Case to investigate your issue.

Maren

[Elliot Dierksen]

When the phone is upgraded, does it still get an IP address and have network access? If so, go to the device page (make sure web server is enabled on the phone) and look at the logs. It may give you an idea of why registration is failing. That is where I would look if TAC isn't an option.

[Maren Mahoney]

@Elliot Dierksen - Good point about checking the phone logs!

[sallysa124]

Yes, my device is 8865NR. I entered it wrong before. After the device is restored to factory settings, the IP address is available but the web access is not available.

I tried to download an old firmware and upload it to cucm but it always failed. When transferring via FTP, it always says that the target file cannot be accessed.

[Roger Kallberg]

On your CM you should have the old version of the phone firmware present in the TFTP file storage even if you installed a newer version. That is if you have not removed it after you installed the new firmware. So you should not need to install it again. On the device configuration in CM of the phone your having issues with you can change the firmware by setting the load information to the name of the old firmware. If you don’t know what the name of the firmware is please let us know so we can guide you on how to find that.

[Nithin Eluvathingal]

The web page of the phone can be accessed only if the phone configuration has this enabled; by default, it will be disabled.

If you haven’t deleted the old firmware from the CUCM, there is no need to install it again. Additionally, you can specify the load file to be used specifically on the phone page (refer to image 1). Alternatively, you can revert to the old firmware from the default phone settings page (refer to images 2 & 3). You can switch the versions using the option I have pointed out in image 3. revert the old firmware with one phone by mentioning the load file on the phone and see the behavior. If it fixes the issue, revert to the old firware using the default option. You can check if the old files are available on the TFTP by going to the OS admin and TFTP File Management (refer to image 4).

[Maren Mahoney]

As @Nithin Eluvathingal pointed out, the web page is disabled by default (including, as I recall, after a factory reset). Changing it requires that the phone gets registered and then downloads that change in its config file. And registration, of course, is the problem. Sorry to lead you down a rabbit-hole with that.

Maren