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Page 2 Frequently asked Questions / Trouble Shooting
FAQ-TS-IP_Phones-en 03/13 V9 Frequently asked Questions / Troubleshooting Brand names are used with no guarantee that they may be freely employed. Almost all hardware and software designations in this manual are registered trademarks or should be treated as such. All rights reserved. No part of this manual may be reproduced in any way (print, photocopy, microfilm or by any other means) or processed, duplicated or distributed using electronic systems without explicit approval. Texts and illustrations have been compiled and software created with the utmost care, however errors cannot be completely ruled out. This documentation is therefore supplied under exclusion of any liability or warranty of suitability for specific purposes. FHF reserves the right to improve or modify this documentation without prior notice.
� Note
Please read the operating manual carefully before installing a device.
Copyright © 2013 FHF Funke + Huster Fernsig GmbH Gewerbeallee 15 – 19 45478 Mülheim an der Ruhr Tel +49 (208) 8268 - 0 Fax +49 (208) 8268 - 377 http://www.fhf.de
Frequently asked Questions / Trouble Shooting Page 3
Table of Contents
1 Frequently asked Questions........................................ 5
1.1 Administration............................................................. 5
1.2 Structure of the Software Version Information.......... 5
1.2.1 Firmware Format (Hotfix Release) ...................................... 5
1.2.2 Firmware Format (Development Release) ........................... 6
1.2.3 Bootcode Format (Hotfix Release) ...................................... 6
1.2.4 Bootcode Format (Development Release) ........................... 7
1.3 Software Update ......................................................... 7
1.3.1 Software Update under Retention of the Main Version of the Software........................................................................... 7
1.3.2 Software Update from V6 to V7 or higher ........................... 8
1.3.3 Software Update from V7 to a higher version...................... 8
1.3.4 Bootcode and Firmware Update ......................................... 8
1.4 Setup of the Language of the User Interface of the Telephone.................................................................... 8
1.4.1 Setup of the Language via DHCP Server ............................ 9
1.4.2 Setup of the Language at the Telephone ............................ 9
1.4.3 Setup of the Language with the Web Interface ................... 9
2 Troubleshooting ........................................................ 11
2.1 Commissioning.......................................................... 11
2.2 Registration............................................................... 12
2.3 Making Calls .............................................................. 14
3 Specifics of PBX’s ...................................................... 15
3.1 3CX (Software PBX) .................................................. 15
3.2 Cisco .......................................................................... 15
3.2.1 Call Manager Express ...................................................... 15
3.2.1.1 Block Dialing ................................................................... 15
3.2.2 Unified Communications Manager (Call Manager) .............. 15
3.2.2.1 Block Dialing ................................................................... 15
3.2.2.2 Configuring Unified Communications Manager for Non-Cisco SIP Phones ..................................................................... 16
3.2.2.3 How Cisco Unified Communications Manager identifies a Third-Party SIP Phone ..................................................... 17
3.2.2.4 Third-Party SIP Phones and TFTP..................................... 17
3.2.2.5 Enabling Digest Authentication for Third-Party SIP Phones. 18
3.2.2.6 Third-Party SIP Phone Configuration Checklist................... 18
3.2.2.7 DTMF Reception.............................................................. 20
3.2.2.8 Licensing Third-Party SIP Phones ..................................... 20
3.2.2.9 Where to find more Information....................................... 22
4 Device internal Troubleshooting............................... 23
5 Wireshark .................................................................. 24
5.1 General ...................................................................... 24
Page 4 Frequently asked Questions / Trouble Shooting
5.2 RPCAP Server und Microsoft Windows ..................... 24
5.2.1 Configuration of the RPCAP Server ................................... 25
5.2.2 Capturing with the Program Wireshark ............................. 25
5.2.2.1 Older Wireshark Versions................................................. 25
5.2.2.2 Newer Wireshark Versions ............................................... 25
6 Abbreviations ............................................................ 26
7 Notes ......................................................................... 34
Frequently asked Questions / Trouble Shooting Page 5
1 Frequently asked Questions
1.1 Administration
1. In order to set up the VoIP telephone via the Web interface, you must login with a user name and a password.
• In the initial condition the details for user name and password you can find in the manual of the respective device.
1.2 Structure of the Software Version Information
1.2.1 Firmware Format (Hotfix Release)
Old firmware format (hotfix release): [yy-mmhhh.rr]
yy year information
mm main version of the software
hhh main release
rr release
New firmware format (hotfix release): [mmhhh.rr]
mm main version of the software
hhh main release
rr release
Firmware V7: Since version [70600] there are hotfix releases only (structure see development releases). Firmware V8: Since version [80796] there are hotfix releases only (structure see development releases). Firmware V9: Since version [9.061001] there are hotfix releases only.
Page 6 Frequently asked Questions / Trouble Shooting
New firmware format V9 (hotfix release): [m.hhhrrr]
m main version of the software
hhh main release
rrr release
1.2.2 Firmware Format (Development Release)
Old firmware format (development release): [yy-mmsss]
yy year information
mm main version of the software
sss release
New firmware format (development release): [mmsss]
mm main version of the software
sss release
1.2.3 Bootcode Format (Hotfix Release)
Bootcode format software V6: [bbb]
bbb version of the bootcode software
Old bootcode format software V7 and higher (hotfix release): [yy-mmhhhrr]
yy year information
mm main version of the software
hhh main release
rr release
New bootcode format software V7 and higher (hotfix release): [mmhhhrr]
mm main version of the software
hhh main release
rr release
Frequently asked Questions / Trouble Shooting Page 7
Bootcode V7: Since version [70600] there are hotfix releases only (structure see development releases). Bootcode V8: Since version [80796] there are hotfix releases only (structure see development releases). Bootcode V9: Since version [9061001] there are hotfix releases only.
New bootcode format V9 (hotfix release): [mhhhrrr]
m main version of the software
hhh main release
rrr release
1.2.4 Bootcode Format (Development Release)
Old bootcode format software V7 and higher (development release): [yy-mmsss]
yy year information
mm main version of the software
sss release
Neues bootcode format software V7 and higher (development release): [mmsss]
mm main version of the software
sss release
1.3 Software Update
1.3.1 Software Update under Retention of the Main Version of the Software
The description is available in the manual.
Page 8 Frequently asked Questions / Trouble Shooting
1.3.2 Software Update from V6 to V7 or higher
1. Update the firmware to the hotfix version 08-60900.95 or a higher V6 release.
2. Reset the device.
3. Update the bootcode to version 225 or a higher V6 version.
4. Switch the power off an d on again.
5. Update the firmware to the version V7 or a higher Version.
6. Reset the device.
7. Update the bootcodes to the version V7 or a higher version.
8. Reset the device.
9. Update the Firmware to version V7 or a higher version again. This is necessary to activate the new checksum calculation for the firmware.
10. Reset the configuration to factory default.
1.3.3 Software Update from V7 to a higher version
The description is available in the manual.
1.3.4 Bootcode and Firmware Update
At the main version V6 update the bootcode or firmware if necessary. At the main version V7 or higher update the firmware and the bootcode.
1.4 Setup of the Language of the User Interface of the Telephone
The setup of the language of the user interface of the telephone can be done in different ways.
Frequently asked Questions / Trouble Shooting Page 9
1.4.1 Setup of the Language via DHCP Server
If the telephone is working in DHCP client mode, then the language of the user interface of the telephone can be advised as option together with the IP address of the telephone by the DHCP server.
A via DHCP server advised language supersedes the local setups of the telephone.
1.4.2 Setup of the Language at the Telephone
The setup of the language is referred to a registration.
The language setup will be carried out with:
Menu->User List-><Registration>->Preferences->Language
With the cursor right and cursor left keys a language can se selected. After pressing the menu key twice a security question appears to store the changes. After an acknowledgement with yes the setup will be assumed, otherwise it will be dropped.
At the telephone the language setup of the actual registration will appear. Therefore it has to be checked which one is the active registration. If more than one registration is configured and for all registrations the same language shall be available, then the language setup of each registration has to be set to the same language.
1.4.3 Setup of the Language with the Web Interface
The setup of the language is referred to a registration.
The language setup will be carried out with:
Software version V6, V7 or V8:
Configuration->Registration x (with x=1 – 6)->Preferences->Language
Software version V9 or higher:
Phone->User-x (with x=1 – 6)->Preferences->Language
The setup can be done with a combo box that has to be acknowledged with clicking at the OK button.
Page 10 Frequently asked Questions / Trouble Shooting
At the telephone the language setup of the actual registration will appear. Therefore it has to be checked which one is the active registration. If more than one registration is configured and for all registrations the same language shall be available, then the language setup of each registration has to be set to the same language.
�
Note
The setup of the language will be carried out at the telephone with the selected language of the active registration. The setup of the language will be carried out at the web interface in English, because the language of the web interface can’t be changed. This is always an advantage, when the user interface of the telephone is set to a language that cannot be understood.
Frequently asked Questions / Trouble Shooting Page 11
2 Troubleshooting
2.1 Commissioning
1. The device doesn’t go on line after being connected.
According to the device the power supply will be carried out via Power over Ethernet (PoE) or external supply.
• Check the cable connections and the power supply.
• If the device has a LAN connector at the housing, then check after dismounting the keypad / housing cover the connection cable between the printed board und the female LAN play at the housing being plugged in correctly.
• If the device has more than one LAN connector, then check the power supply being connected to the correct plug in. The details you can find in the manual of the respective device.
• According to the device the power via Power over Ethernet (PoE) will be accepted at the spare lines only or the used data and the spare lines. If you have a phone accepting the power via Power over Ethernet (PoE) at the spare lines only, be sure that your PoE injector is using the spare lines for power injection.
• With PoE there are different PoE classes defined. Be sure, that the PoE injector will accept the PoE Class of the device to be powered. A class 0 device needing about 3W, may be not powered by PoE injectors supporting class 1 and/or class 2 devices only, because a class 0 device is allowed to use maximal 12,96W.
2. The device cannot be operated with the keypad.
• After dismounting the keypad / housing cover check the connection cable between the printed board and the keypad being plugged in correctly.
Page 12 Frequently asked Questions / Trouble Shooting
3. The device has no IP address.
• The device can be used with a fixed IP address, as DHCP client or as DHCP server. In the initial condition the device is working as DHCP client. Pay attention your DHCP server is working in a matter, so that it is possible to advise an IP address to the device. If this is not possible or you have no DHCP server, the device must go on line with a fixed IP address, IP mask and gateway address. You have to ask your network administrator.
4. After commissioning the phone the language of the user interface can’t be changed.
• On default the device will be delivered in the DHCP client mode. At this the device can be sent important parameter for commissioning by the DHCP server (e. g. gatekeeper address, language of the user interface, etc.). While the device is working as DHCP client mode and has no IP address has been advised, the language of the user interface can’t be changed at the phone or at the web interface. If the language of the user interface shall be changed before entering parameters, the DHCP client mode has to be disabled. Afterwards the language can be changed at the phone locally. If the language shall be changed via the web interface the phone has to be programmed first with an IP address, mask and, if necessary, a gateway address. After that the DHCP client mode can be activated again.
5. After commissioning without pressing a key the illumination of the display is flashing periodic.
• The device has no longer a program (memory error) and must be sent back for repairing to the manufacturer.
2.2 Registration
1. After going on line the phone has no successful registration.
• Check, that the device has an IP address, IP mask and a gateway address.
• Check, that a gatekeeper/PBX address is configured.
• If the device is working as DHCP client, the DHCP server can advise the gatekeeper/PBX address to the phone. Check the advised parameter by the DHCP server.
Frequently asked Questions / Trouble Shooting Page 13
• If the protocol is set to H.323 and no gatekeeper/PBX address is configured, a gatekeeper recovery is implemented. If you have more than one gatekeeper in the network, check that have a registration with the right gatekeeper.
• Check using the in the device implemented diagnostic functions ping and trace route the availability of the gatekeeper/PBX in the network.
• Check that you have a free licence at the gatekeeper/PBX for a registration of an additional device. If necessary you may need additional licenses for special protocols, protocol options or devices of third party manufacturers. You have to ask your network administrator.
• The registration parameter at the phone must be according to estimated parameter by the gatekeeper/PBX. You have to ask your network administrator.
• If you have entered all possible parameters for a registration, then you should try to get a registration within as few parameters as fit for the first step. You should try to get a registration without setting a password at the phone and at the gatekeeper/PBX.
• If you use the protocol SIPS, then you must have a NTP server configured reachable for the device. In this case date and time will be displayed at the phone.
• If you use the protocol SIPS, then the gatekeeper/PBX and the phone must be configured to approve the certificates one another.
Page 14 Frequently asked Questions / Trouble Shooting
2.3 Making Calls
1. In face with an active registration you can make no outgoing call.
• If you use the protocol H.323, Then you have to check the gatekeeper/PBX to support the protocol options faststart, H.245-tunneling und extended fast connect and to support these protocol options with devices of other manufacturers too.
• Check the gatekeeper/PBX to support single dialling. If this is not possible, then you should enter for example the value 2 for the parameter enblock dialling timeout.
• If the subscriber has been setup newly, then you have to check to advised rights and the existing routing information for the subscriber. You have to ask your gatekeeper/PBX administrator.
• Check the configuration of the codec of the gatekeeper/PBX and the phone.
2. In face with an active registration you can’t get an incoming call.
• If the subscriber has been setup newly, then you have to check to advised rights and the existing routing information for the subscriber. You have to ask your gatekeeper/PBX administrator.
• Check the configuration of the codec of the gatekeeper/PBX and the phone.
3. You can make a call (incoming, outgoing) but you have only a one-way or no speech connection.
• If you use the protocol H.323, Then you have to check the gatekeeper/PBX to support the protocol options faststart, H.245-tunneling und extended fast connect and to support these protocol options with devices of other manufacturers too. If necessary you have to disable these options.
Frequently asked Questions / Trouble Shooting Page 15
3 Specifics of PBX’s
3.1 3CX (Software PBX)
For a correct inquiry call the protocol option SIP-hold (see manual) has to be set to the value 1 (sendonly).
3.2 Cisco
3.2.1 Call Manager Express
3.2.1.1 Block Dialing
The PBX Cisco Call Manager Express supports block dialing only. It is recommended to set the parameter Enblock Dialing Timeout via web interface to the value 2 or 3.
The parameter can be found depending on the software version on the following page.
SW V6, V7, V8: /Registration x/Registration with x:1…6
SW V9 or higher: Phone/User-x with x:1…6
3.2.2 Unified Communications Manager (Call Manager)
3.2.2.1 Block Dialing
The PBX Cisco Unified Communications Manager supports block dialing only. It is recommended to set the parameter Enblock Dialing Timeout via web interface to the value 2 or 3.
The parameter can be found depending on the software version on the following page:
SW V6, V7, V8: /Registration x/Registration with x:1…6
SW V9 or higher: Phone/User-x with x:1…6
Page 16 Frequently asked Questions / Trouble Shooting
3.2.2.2 Configuring Unified Communications Manager for Non-Cisco SIP Phones
Cisco Unified Communications Manager (CUCM) supports Cisco SIP IP Phones as well as PFC3261 compliant SIP phones from third party companies. This chapter describes some information how to configure third party SIP phones by using Cisco Unified Communications Manager Administration.
Feature Setting
Integrated with Centralized TFTP No
Sends MAC Address No
Downloads Softkey File No
Downloads Dial Plan File No
Supports Cisco Unified Communications Manager Failover and Fallback
No
Supports Reset and Restart No
Table 1: Non-Cisco SIP Phone Configuration
When third-party SIP phones get configured, the Cisco Unified Communications Manager database gets updated when the administrator uses Cisco Unified Communications Manager Administration. The administrator must also perform configuration steps on the third-party SIP phone; see following examples:
• Proxy address in the phone should be the IP or Fully Qualified Domain Name (FQDN) of the Cisco Unified Communications Manager.
• Directory number(s) in the phone should match the directory number(s) that are configured for the device in Cisco Unified Communications Manager Administration.
• Digest user ID (sometimes referred to as Authorization ID) in the phone should match the Digest User ID in Cisco Unified Communications Manager Administration.
See the “Third-Party SIP Phone Configuration Checklist” for the Cisco Unified Communications Manager Administration configuration steps.
Frequently asked Questions / Trouble Shooting Page 17
3.2.2.3 How Cisco Unified Communications Manager identifies a Third-Party SIP Phone
Because third-party SIP phones do not send a MAC address, they must identify themselves by using digest authentication.
The REGISTER message includes the following header:
Authorization: Digest username="swhite",realm="ccmsipline",nonce="GBauADss2qoWr6k9y3hGGVDAqnLfoLk5",uri="sip:172.18.197.224",algorithm=MD5,response="126c0643a4923359ab59d4f53494552e"
The username, swhite, must match an end user that is configured in the End User Configuration window of Cisco Unified Communications Manager Administration (see Adding an End User in the Cisco Unified Communications Manager Administration Guide). The administrator configures the SIP third-party phone with the user; for example, swhite, in the Digest User field of Phone Configuration window (see Configuring Cisco IP Phones in the Cisco Unified Communications Manager Administration Guide).
�
Note
You can assign each end user ID to only one third-party phone (in the Digest User field of the Phone Configuration window). If the same end user ID is assigned as the Digest User for multiple phones, the third-party phones to which they are assigned will not successfully register.
3.2.2.4 Third-Party SIP Phones and TFTP
Third-party SIP phones do not get configured by using the Cisco Unified Communications Manager TFTP server. The customer configures them by using the native phone configuration mechanism (usually a web page or a configuration file). The customer must keep the device and line configuration in the Cisco Unified Communications Manager database synchronized with the native phone configuration (for example, extension 1002 on the phone and 1002 in Cisco Unified Communications Manager). Additionally, if the directory number of a line is changed, ensure that it is changed in both Cisco Unified Communications Manager Administration and in the native phone configuration mechanism.
Page 18 Frequently asked Questions / Trouble Shooting
3.2.2.5 Enabling Digest Authentication for Third-Party SIP Phones
To enable digest authentication for third-party SIP phones, the administrator must create a SIP Phone Security Profile. See the Cisco Unified Communications Manager Security Guide for details. On the SIP Phone Security Profile Configuration window, check the Enable Digest Authentication check box. After the security profile is configured, the administrator must assign that security profile to the SIP phone by using the Phone Configuration window. If this check box is not checked, Cisco Unified Communications Manager will use digest authentication for purposes of identifying the phone by the end user ID, and it will not verify the digest password. If the check box is checked, Cisco Unified Communications Manager will verify the password.
� Note
Cisco Unified Communications Manager does not support Transport Layer Security (TLS) from third-party SIP phones.
3.2.2.6 Third-Party SIP Phone Configuration Checklist
The following table provides steps to manually configure a third-party SIP phone by using Cisco Unified Communications Manager Administration.
Procedure
Step 1 Gather the following Information about the phone:
• MAC address
• Physical location of the phone
• Cisco Unified Communications Manager user to associate with the phone
• Partition, calling search space, and location information, if used
Number of lines and associated DNs to assign to the phone
Frequently asked Questions / Trouble Shooting Page 19
Procedure
Step 2 Determine whether sufficient Device License Units are available. If not, purchase and install additional Device License Units. Third-Party SIP Devices (Basic) and (Advanced) consume three and six Device License Units each, respectively.
See topics related to calculating the number of required licenses and obtaining a license in the Cisco Unified Communications Manager Features and Services Guide.
Step 3 Configure the end user that will be the Digest User.
Note: If the third-party SIP phone does not support an authorization ID (digest user), create a user with a user ID that matches the DN of the third-party phone. For example, create an end user named 1000 and create a DN of 1000 for the phone. Assign this user to the phone (see Step 9).
Step 4 Configure the SIP Profile or use the default profile. The SIP Profile gets added to the SIP phone by using the Phone Configuration window.
Note: Third-party SIP phones use only the SIP Profile Information section of the SIP Profile Configuration window.
Step 5 Configure the Phone Security Profile. To use digest authentication, you must configure a new phone security profile. If you use one of the standard non-secure SIP profiles that are provided for auto-registration, you cannot enable digest authentication.
Step 6 Add and configure the third-party SIP phone by choosing Third-party SIP Device (Advanced) or (Basic) from the Add a New Phone Configuration window.
Note: Third-party SIP Device (Basic) supports one line and consumes three license units, and Third-party SIP Device (Advanced) supports up to eight lines and video, and consumes six license units.
Step 7 Add and configure lines (DNs) on the phone.
Step 8 In the End User Configuration window, associate the third-party SIP phone with the user by using Device Association and choosing the SIP phone.
Step 9 In the Digest User field of the Phone Configuration window, choose the end user that you created in Step 3
Page 20 Frequently asked Questions / Trouble Shooting
Procedure
Step 10 Provide power, install, verify network connectivity, and configure network settings for the third-party SIP phone.
Step 11 Make calls with the third-party SIP phone.
See the user guide that came with your third-party SIP phone.
Table 2: Third-Party SIP Phone Configuration Checklist
3.2.2.7 DTMF Reception
To require DTMF reception, check the Require DTMF Reception check box that displays on the Phone Configuration window in Cisco Unified Communications Manager Administration.
3.2.2.8 Licensing Third-Party SIP Phones
Licensing of third-party phones that are running SIP enforces the following limitations:
• Third-party SIP Device (Basic)—Video calls do not get supported. Video enforcement occurs as part of the offer/answer process. If video-related media is provided as part of an offer or answer from a SIP device that is not permitted to negotiate video, only the non-video-related parts of the call get extended to the destination party. Similarly, a SIP endpoint that is not permitted to negotiate media will not receive any video-related media in the SDP that is sent from Cisco Unified Communications Manager.
• Third-party SIP Device (Advanced) and (Basic)—Cisco-specific SIP extensions do not get supported. Some Cisco-specific SIP extensions that are not supported include service URIs, header extensions, dialog subscriptions, and remote call control proprietary mime types. Cisco Unified Communications Manager will reject any request from a phone that is running SIP that is not permitted to use an advanced feature that uses a service request URI (such as Call Pickup URI, Meet Me Service URI). The SIP profile specifies service URIs. The profile gets assigned to SIP devices. Cisco Unified Communications Manager will block features that require the use of Cisco-specific SIP extensions.
Frequently asked Questions / Trouble Shooting Page 21
�
Note
Ensure that any wireless third-party SIP client or device is configured as a Third-Party SIP Device (Advanced) in conformance with Cisco Unified Communications Manager licensing policy.
In Cisco Unified Communications Manager, Release 5.1(1) and above, certain characteristics for Basic and Advanced Third-Party phones that are running SIP changed. These characteristics include changes to the Maximum Number of Calls per Device, Default Maximum number of calls per DN, and Default Busy Trigger per DN fields that display on the Directory Number Configuration window in Cisco Unified Communications Manager Administration. The following tables provide more information.
Field Name Old Value New Value
Maximum Number of Calls Per Device
8 2
Default Maximum Number of Calls per DN
4 2
Default Busy Trigger per DN
2 2
Table 3: Directory number migration changes for basic third-party phones that are running SIP
Field Name Old Value New Value
Maximum Number of Calls Per Device
64 16
Default Maximum Number of Calls per DN
4 2
Default Busy Trigger per DN
2 2
Table 4: Directory number migration changes for advanced third-party phones that are running SIP
Page 22 Frequently asked Questions / Trouble Shooting
For users that have third-party phones that are running SIP that are configured on any version of release 5.0 that are migrating/upgrading to release 6.0(1) or above, be aware that, after the upgrade, these devices retain their release 5.0 configured values. However, if users need to make changes to DN configuration values, users must change Maximum Number of Calls and Default Busy Trigger values on each DN.
For basic third-party phones that are running SIP, only one line value needs to be modified. However, for advanced third-party phones that are running SIP, users potentially must disassociate lines on the device before they can make any DN-related configuration changes. This situation potentially can happen if more than four lines are configured. An example scenario follows:
• Advanced phone configured with 6 lines with Maximum number of calls = 4 and Busy Trigger = 2 for each line.
• After upgrade to release 6.1, ensure maximum number of calls on the device is reduced to 16 or below before any DN changes. The current value on this phone equals 24 (6 lines * 4). The device essentially exists in a negative zone (16-24).
• User would disassociate two lines from the device.
• After the user disassociates those lines from the device, you can modify the DN characteristics for the remaining four lines by setting Maximum Number of Calls and Busy Trigger to an appropriate value.
• User re-associates the disassociated lines.
3.2.2.9 Where to find more Information
• Directory Number Configuration, Cisco Unified Communications Manager Administration Guide
• Cisco IP Phone Configuration, Cisco Unified Communications Manager Administration Guide
• SIP Profile Configuration, Cisco Unified Communications Manager Administration Guide
• End User Configuration, Cisco Unified Communications Manager Administration Guide
• Cisco IP Phones, Cisco Unified Communications Manager System Guide
The documentation can be found on the homepage of Cisco.
Frequently asked Questions / Trouble Shooting Page 23
4 Device internal Troubleshooting
For searching errors you can use the implemented diagnostic possibilities inside the device.
� Ping
� Traceroute
� Logging
� Tracing
� Reading out of events and alarms
� Reading out of the configuration of the device
� Reading out of the via DHCP configured parameter
The methods logging and tracing can change the timing of the phone, the fault scenario can change and an error diagnostic will be no longer possible.
Page 24 Frequently asked Questions / Trouble Shooting
5 Wireshark
5.1 General
Another possibility to determine protocol problems is the program Wireshark. This open source program is a protocol analyser. It can be downloaded from the internet http://www.wireshark.org and used without any cost. The program is available for different operation systems e. g. Windows or Linux.
To analyse the complete message traffic from and to the phone you have to use the following setup.
Figure 1: Setup for Wireshark Trace It is important to connect the PC with the program Wireshark with a hub with LAN connection of the phone. An unmanaged switch is inapplicable. The experience with a managed switch showed, that often at the mirror channel not all messages can be seen and therefore an analysis of the messages is impossible.
5.2 RPCAP Server und Microsoft Windows
A special possibility is to use the phone as RPCAP Server and to capture messages with the program Wireshark at the phone, without connecting the phone to the LAN as described in Figure 1. This possibility as only available for Windows PCs..
At the Windows PC the program Wireshark must be installed. Additional the file innovaphone.dll must be copied into the Wireshark plugins directory. (e. g.: c:\programme\wireshark\plugins\1.2.5). Pay attention to the actual installed version of the program Wireshark and use only the file innovaphone.dll according to your operating system (32-bit Windows, 64-bit Windows).
IP telephone
PoE injector
Hub LAN
PC Wireshark
Gatekeeper/ PBX
IP telephone
3
IP telephone
2
Frequently asked Questions / Trouble Shooting Page 25
5.2.1 Configuration of the RPCAP Server
The remote PCAP server is disabled on default. To enable it the flag Enable RPCAP must be activated at the web interface of the phone at Administration->Diagnostics->Tracing.
To capture all IP traffic the flag All TCP/UDP Traffic has to be activated. Otherwise only the trace flags of to be captured modules have to be activated.
5.2.2 Capturing with the Program Wireshark
Start the program Wireshark and open the capture options dialog.
5.2.2.1 Older Wireshark Versions
Enter "rpcap://<IP address of the phone>/trace" into the interface field. Then click the button start to start the capturing.
5.2.2.2 Newer Wireshark Versions
Inside of the Capture Options dialog open the Manage Interfaces Dialog. Inside the register card Pipes enter a new pipe with Enter "rpcap://<IP address of the phone>/trace".
After closing the window a new entry appears in the interface list. Activate this item. Then click the button start to start the capturing.
Page 26 Frequently asked Questions / Trouble Shooting
6 Abbreviations
8
802.1X Standard for Authorisation in Computer Networks (IEEE)
802.3af Standard for Power over Ethernet (IEEE)
A
A DNS-RR Address Record
AAAA DNS-RR IPv6 Address Record
AC Alternate Current
ACM Avaya Call Manager
A/D Analogue/Digital
AES Advanced Encryption Standard
ANSI American National Standards Institute
AOR Account of Registration
API Application Program Interface
ARP Address Resolution Protocol
AS-SIP Assured Services-Session Initiation Protocol
ASCII American Standard Code for Information Interchange
ASN.1 Abstract Syntax Notation One
ATEX Atmosphere Explosive
B
BER Basic Encoding Rules (ASN.1)
C
CA Certificate Authority
CCP Compression Control Protocol
CDPN Called Party Number
CDR Call Detail Records
CE Conformite Europeenne
CER Canonical Encoding Rules (ASN.1)
CEST Central European Summer Time
CET Central European Time
CGN Calling Party Number
CGPN Calling Party Number
CLIR Calling Line Identification Restriction
CM Call Manager, see also CUCM
CME Call Manager Express
CNAME DNS-RR Canonical Name Record
CNG Comfort Noise Generation
CPN Calling Party Number
Frequently asked Questions / Trouble Shooting Page 27
CRC Cyclic Redundancy Check
CRL Certificate Revocation List
CSS Cascading Style Sheets
CSTA Computer Supported Telecommunications Applications
CTI Computer Telephony Integration
CUCM Cisco Unified Communications Manager, see also CM
D
DC Direct Current
DECT Digital Enhanced Cordless Telecommunications
DER File name extension for a base64 coded certificate
DER Distinguished Encoding Rules (ASN.1)
DES Data Encryption Standard
DIN Deutsches Institut für Normung
DHCP Dynamic Host Configuration Protocol
DOM Document Object Model
DN Directory Number
DNS Domain Name Server
DNSBL DNS-based Blackhole List, Block List, or Blacklist
DNS-RR DNS Resource Record
DRAM Dynamic Random Access Memory
DSL Digital Subscriber Line
E
E.164 Standard for the international public telecommunication numbering plan (ITU-T)
EAP Extensible Authentication Protocol
EAR Stiftung Elektro-Altgeräte Register
ECN Encoding Control Notation (ASN.1)
EIA Electronic Industries Alliance
EMC Electromagnetic Compatibility
EMV Elektromagnetische Verträglichkeit
ENUM Telephone Number Mapping
EUI-64 64-bit Extended Unique Identifier
Page 28 Frequently asked Questions / Trouble Shooting
F
F/FTP Foiled / Foiled Twisted Pair Cable
FAT File Allocation Table. A from Microsoft developed file system.
FAT32 A FAT Variant
FCC Federal Communications Commission
FQDN Fully Qualified Domain Name
FQTN Fully Qualified Telephone Number
FTP File Transfer Protocol
FTP Foiled Twisted Pair Cable
G
GMT Greenwich Mean Time
GRE Generic Routing Encapsulation
GSER Generic String Encoding Rules (ASN.1)
H
H.323 Higher recommendation of the ITU for protocols
HTML Hypertext Markup Language
HTTP Hypertext Transfer Protocol
HTTPS Hypertext Transfer Protocol Secure
I
IANA Internet Assigned Numbers Authority
ICANN Internet Corporation for Assigned Names and Numbers
IDN Internationalized Domain Name
IE Internet Explorer
IEC International Electrotechnical Commission
IEEE Institute of Electrical and Electronics Engineers
IEEE 802.3af Standard for PoE
IEEE 802.1X Standard for Authorisation in Computer Networks
IETF Internet Engineering Task Force
IIS Internet Information Server
IP Internet Protocol
IPv4 Internet Protocol Version 4
IPv6 Internet Protocol Version 6
ISA International Society of Automation
ISC Internet Systems Consortium
ISDN Integrated Services Digital Network
ISO International Standardization Organisation
ISRAM Internal Static Random Access Memory
ITU International Telecommunication Union
Frequently asked Questions / Trouble Shooting Page 29
J
JAVA Java is a object orientated programming language
JMS Java Message Service
K
Kerberos Kerberos is a computer network authentication protocol
KPML Keypad Markup Language
L
LAN Local Area Network
LCD Liquid Crystal Display
LDAP Lightweight Directory Access Protocol
M
MAC Message Authentication Code
MAC-Address Media Access Control Address
MD5 Message Digest Algorithm 5
MEST Middle European Summer Time
MET Middle European Time
MIB Management Information Base
MoH Music on Hold
MPPC Microsoft Point-To-Point Compression Protocol
MPPE Microsoft Point-To-Point Encryption Protocol
MS Microsoft
ms Millisecond
MTBF Mean Time between Failures
MTTF Mean Time to Failure
MTU Maximum Transmission Unit
MX DNS-RR Mail Exchange Record
N
NAPTR DNS-RR Naming Authority Pointer
NAT Network Address Translation
NDP Neighbour Discovery Protocol
NS DNS-RR Name Server Record
NTP Network Time Protocol
O
OBJ Object Identifier
OUI-24 24-bit Organizationally Unique Identifier
OUI-36 36-bit Organizationally Unique Identifier
Page 30 Frequently asked Questions / Trouble Shooting
P
P12 PKCS#12 file (see PFX)
PA Potentialausgleich
PAI P-Asserted Identity
PBX Private Branch Exchange
PC Personal Computer
PCAP PCAP (Packet Capture) free programming interface (API), to capture network traffic.
PDU Protocol Data Unit
PEM File name extension for a base64 coded certificate, enclosed with ------BEGIN CERTIFICATE------ and ------END CERTIFICATE------
PEN Private Enterprise Number
PER Packed Encoding Rules (ASN.1)
PFX Personal Information Exchange File (see P12)
PHP5 Script Language
PIN Personal Identification Number
PKCS Private Key Cryptography Standards
PKI Public Key Infrastructure
PoE Power over Ethernet
POSIX Portable Operating System Interface for UniX
PPE Personal Protective Equipment
PPI P-Preferred Identity
PPP Point-to-Point Protocol
PPPoE PPP over Ethernet
PPTP Point-to-Point Tunnelling Protocol
Proxy A hardware server that acts as an intermediary between a work station user and the Internet so that an enterprise can ensure security.
PTB Physikalisch Technische Bundesanstalt
PTR DNS-RR Pointer Record
Q
QoS Quality of Service
Frequently asked Questions / Trouble Shooting Page 31
R
R&TTE Radio and Telecommunications Terminal Equipment
RADIUS Remote Authentication Dial-In User Service
RAS Registration Administration Service
RC4 RC4 (Ron’s Code 4) ist eine Verschlüsselungsmethode, die 1987 von Ronald L. Rivest entwickelt wurde
RFC Requests for Comments
RID The Relative ID of a Windows Domain Group is the last numeric part of the Domain Group SID (Secure ID).
ROHS Restriction of Hazardous Substances
RPCAP Remote PCAP
RSA Asymmetric procedure or algorithm for encryption of discrete data, named after its inventors Ronald L. Rivest, Adi Shamir and Leonard Adleman.
RSTP Rapid Spanning Tree Protocol
RTCP Real-Time Control Protocol
RTP Real-Time Transport Protocol
RTTTL Ringing Tones Text Transfer Language
S
S/FTP Screened / Foiled Twisted Pair Cable
SF/FTP Screened Foiled / Foiled Twisted Pair Cable
SAX Simple API for XML
SCCP Skinny Call Control Protocol
SCP Secure Copy
SDP Session Description Protocol
SELV Safety Extra Low Voltage
SFTP Secure (SSH) File Transfer Protocol
SHA Secure Hash Algorithm
SID Windows Domain Group Secure ID
SIP Session Initiation Protocol
SIPS Session Initiation Protocol Secure
SNMP Simple Network Management Protocol
SMTP Simple Mail Transfer Protocol
SNTP Simple Network Time Protocol
SOA Start of Authority Record
SOAP SOAP (originally defined as Simple Object Access Protocol) is a protocol specification for exchanging structured information in the implementation of web services in computer networks.
SRTCP Secure Real-Time Control Protocol
SRTP Secure Real-Time Transport Protocol
SRV DNS-RR Service Locator
SSH Secure Shell
Page 32 Frequently asked Questions / Trouble Shooting
SSL Secure Sockets Layer
STP Shielded Twisted Pair Cable
STUN Simple Traversal of UDP over NATs
SYSLOG SYSLOG is a standard for forwarding log messages in an IP network.
T
TCP Transmission Control Protocol
Telnet Teletype Network Protocol
TFTP Trivial File Transfer Protocol
TIA Telecommunication Industry Association
TLS Transport Layer Security
TNV Telecommunications Network Voltage
ToS Type of Service
TSIP TCP Session Initiation Protocol
U
U/FTP Unscreened / Foiled Twisted Pair Cable
U/UTP Unscreened / Unshielded Twisted Pair Cable
UDP User Datagram Protocol
UL Underwriters Laboratories Inc.
URI Uniform Resource Identifier
URL Uniform Resource Locator
URN Uniform Resource Name
UTC Universal Time Coordinated
UTP Unshielded Twisted Pair Cable
V
VAD Voice Activity Detection
VB Visual Basic
VIP Very Important Person
VLAN Virtual Local Area Network
VoIP Voice over IP
VPN Virtual Private Network
W
WebDAV Web-based Distributed Authoring and Versioning
WEEE Waste Electrical and Electronic Equipment
WINS Windows Internet Name Service
WLAN Wireless LAN
WSDL Web Service Description Language
Frequently asked Questions / Trouble Shooting Page 33
X
X.509 ITU-T standard for a public-key-infrastructure
X.680ff ITU-T notation for ASN.1
X.690ff ITU-T standards for ASN.1
XER XML Encoding Rules (ASN.1)
XML Extensible Markup Language
XSL Extensible Stylesheet Language XSLT XSL Transformation, short XSLT, is a programming language for the
Transformation of XML-Documents.
Subject to alterations or errors
FHF Funke+Huster Fernsig GmbH
Gewerbeallee 15-19 · D-45478 Mülheim an der RuhrPhone +49 /208 /82 68-0 · Fax +49 /208 /82 68-286
http://www.fhf.de · e-mail: [email protected]