on 11-16-2011 04:04 AM
This document will help you determine whether a hardware replacement is likely to solve the problems you are experiencing with your Cisco 7921, 7925, 7926 Wireless Phones via troubleshooting advices.
Some of the below questions refer to the "Diagnostic tool" that is built in to the phone menu. This tool is available to be used as of release 1.3.4. Please refer to this link for more information on the Diagnostic Tool: "Viewing Hardware Diagnostics" in the Cisco Unified Wireless IP Phone 7925G, 7925G-EX, and 7926G User Guide.
1. 792x Power Issues
2. 792x Display Issues
3. 792x Keypad Issues
4. 792x Wireless Issues
5. 792x Bluetooth Issues
6. 792x Audio Issues
7. 792x Headset Issues
For non-hardware related issues, contact the TAC by raising a service request to pursue troubleshooting.
Wireless TAC issues typically include:
Voice TAC issues typically include:
I have a lot of 7925s. I can tell you the HW failure rate on these is much higher than any other handset I have worked with before Cisco or NON Cisco. We deployed 400 recently and had a 5% failure rate. Most exhibited static and poor call quality. After ruling out the wireless coverage and testing known working phones we narrowed it down to bad handsets.Once replaced with known working handsets the customer issue was resolved.
Do you have any comments or are there any known issues with the 7925 hardware wise ?
No known hardware issues with the 7925s.
They are also hermetically sealed with an IP54 rating to keep out dust and protect against water splashes.
I suggest that you try the built-in hardware diags tool on the 7925 phone before RMA'ing a phone.
Simply go to Settings > Phone Settings > Diagnostics, then select the component you would like to test (Keypad, Audio, WLAN). If audio is selected then the spoken audio is looped back to the speakerphone; can switch to handset mode by pressing the speakerphone. If WLAN is selected, then the Site Survey mode is launched. If you don't see any APs, ensure that you have the SSID entered correctly and proper frequency band configured in the network profile.
From many engineering failure analysis performed, we have deemed a significant # as NO TROUBLE FOUND; basically a phone was RMA'd when there were no hardware issues.
So if you are getting static or poor audio quality, will want to track the audio call path (e.g. 792x to 792x, 792x to wired ip phone, 792x to PSTN, etc.) as it could be an issue with the far end device and track the location (including AP & channel) as it could be a signal related issue or due to interference or channel saturation.
Can also check the handset and speakerphone slots as well as the mic hole to ensure there is not any debris lodged inside.
And as always, ensure that the 792x phone is using current firmware.
Currently should be running 1.4(3) / 1.4.3.4 or later.
Thanks for the quick reply..
Rest assured this isnt my first rodeo . In fact I had our Cisco SE onsite when I performed exactly what you mentioned. If I took the phone to other areas it still performed poorly regardless who was on the other end. In fact we were calling IP wired phones.. Once the phone was exchanged and we performed the identical test there was no issue. Introduced the problem phone again, issue reappeared. This one install we had 5% RMA run rate and they were indeed bad handsets out of the box.
A few of the phones showed on average a -6 dBm less signal strength for the same ap than other phones were showing.
Perhaps a bad batch, I dont know. But we will keep an eye on it ..
1.4.3.4 code -- Is this released ? I dont see this in the download section ?
Yes, 1.4.3.4 is the firmware for the 1.4(3) release, which posted to Cisco.com on 6/28/12.
1.4(3)SR1 (aka 1.4.3SR1.2) posted on 8/30/12.
I just double-checked Cisco.com and they are definitely there.
Glad to hear you are being diligent!
If it is right out of the box, then more than likely is not due to any debris getting in the mic holes or speaker areas.
Also keep in mind even though I am sure you know this already, higher debug enabled on the 792x phones can impact voice quality as well (e.g. choppy or audio gaps).
Ok, I see it .. I was blinded by the 1.4.3, didnt read the fine print to see 1.4.3.4. Any suggestions if someone was looking to upgrade if they should go 1.4.3 or 1.4.3SR1 ?
What is the difference ?
Thanks again
Yeah we are not renumbering builds any longer like as of the 1.4(3) release.
If you have Cisco or 3rd party 11n APs then definitely want to use 1.4.3.4 or 1.4.3SR1.2 to get the fix for CSCtz75601 and CSCtn75346.
CSCtk58591, CSCtr74630, CSCtr84417 were also important fixes in 1.4.3.4.
If you have a customer using AKM mode (PSK) with Aruba APs or an AP which doesn't include the SSID in the probe response if broadcast SSID is disabled, then you will want to use 1.4(3)SR1 which includes the fix for CSCtz48689.
Other resolved caveats are minor fixes.
The 1.4(3)SR1 release was primarily to include a LCM driver update to be able to support newer hw revs.
You can find the resolved caveats list for 1.4(3) and 1.4(3)SR1 at the following locations.
Going forward, please open a new thread for any software related topics as this thread is for 792x hw troubleshooting and RMA processes only.
Thanks.
phone speaker does not work
The language change is not working on 7925 wireless phones.
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