Cisco 7841 does not register on cucm

[akramroot]

Hello ,

I have a cisco phone 7841 does not register on cucm  , when i would check the configuration IP on admin settings it give me 

to put a password like in the attached image.

I tested with Cisco ; cisco ; 12345 ; admin   but still not worked 

I have reset the phone but the problem persist.

Could you help me please 

Best regards 

[Maren Mahoney]

The default password on the 7841 is either "Cisco" or "cisco", but also try a "blank" (empty) password.

If we can't get to the menu, let's check other things:

• Is your phone an Enterprise phone or a 3PCC phone? 
• When you did your reset, do you mean a full factory reset?
• Is the phone correctly configured (Model and MAC) in CUCM?
• Does the phone in CUCM have a Directory Number on Line 1? (It won't register without one.)
• If you pull the CallManager service trace file, do you see the phone attempting to register? (If not, then there is a network configuration issue.)
• If you do not see the phone attempting to register in the CallManager trace file, do you see it attempting to access the TFTP server in the TFTP trace file?

Take a look and let us know what you find.

Maren

[akramroot]

Hi @ Maren Mahoney

Thank you for your  reply , 

Is your phone an Enterprise phone or a 3PCC phone?  i don't know 
When you did your reset, do you mean a full factory reset? (Press and hold #, power cycle the phone , when an LED starts to flash, release #, and enter 123456789*0#)
Is the phone correctly configured (Model and MAC) in CUCM? yes it's correct 
Does the phone in CUCM have a Directory Number on Line 1? the directory number is configured 
If you pull the CallManager service trace file, do you see the phone attempting to register? no any trace o phone
If you do not see the phone attempting to register in the CallManager trace file, do you see it attempting to access the TFTP server in the TFTP trace file? no
Best regards

[Roger Kallberg]

As @Maren Mahoney wrote if you don't see the phone attempting to register in the CM trace files the device is not even reaching the CM. So that's typically an issue on the network side or wrong/incorrect setup of the DHCP scope or it as simple as it's a MPP phone that won't ever attempt to register in CM. But as you state that you don't know what firmware the device is on it would be hard to zero in on this.

[akramroot]

Many thanks, Roger for your help,

The phone worked again after factory reset and change network location

Best regards 

[Maren Mahoney]

To check if the phone is an Enterprise phone or a 3PCC (third-party call control) look at the model number on the back of the phone.

If it says "CP-7841-K9=" it is an Enterprise phone and will register to CUCM.

If it says "CP-7841-3PCC-K9=" or "CP-7841-3PW-NA-K9=" or something other than the Enterprise model number, then it is a 3PCC phone and will not register to CUCM.

However, as @Roger Kallberg pointed out, even if the phone were a 3PCC phone you should see it at least make an attempt to contact the TFTP server if it is able to reach it and knows how.

I would check that your DHCP pool is correctly configured, that the phone can reach the TFTP server (to test this, log into the CLI or OS GUI of the TFTP server and ping the phone), and that the phone's switchport is correctly configured with the voice vlan.

Let us know what you find.

Maren

[akramroot]

Many thanks, Maren for your help,

The phone worked again after factory reset and change network location

Best regards 

[Nithin Eluvathingal · Accepted solution]

If you performed a factory reset, the phone shouldn’t ask for the password again. Please ensure the factory reset was carried out properly.

It seems that someone had set the admin credentials for the phones when they were working before.

[akramroot]

Many thanks, Nithin  for your help,

The phone worked again after factory reset and change network location

Best regards