Error Conditions

Table 14: Some Error Conditions in Operation of 4600 Series IP Telephones identifies some of the possible operational problems that might be encountered after successful 4600 Series IP Telephone installation. Possible installation problems and how to conduct a telephone self-test are discussed in the 4600 Series IP Telephone Installation Guide’s “Troubleshooting” chapter. The User Guides available on the Avaya support Web site also contain guidance for users having problems with specific IP telephone applications.

NOTE: Most of the problems reported by 4600 Series IP Telephone users are not likely to be problems with the telephone itself. Problems are more likely LAN-based, where Quality of Service, server administration, and other issues can impact end-user perception of IP telephone performance.

Most error conditions are related to network problems, and are common to both SIP and H.323 telephones. Unless otherwise stated, the error conditions and messages covered in this chapter apply equally to both telephone types (H.323 and SIP).

Table 14: Some Error Conditions in Operation of 4600 Series IP Telephones
Condition		Cause/Resolution
The telephone continually reboots, or reboots continuously about every 15 minutes.		CAUSE: The telephone cannot find the call server. RESOLUTION: Ensure that MCIPADD is administered either manually or through DHCP, TFTP, or HTTP, as appropriate. CAUSE: This might be a firmware fault because the MAC address in memory is corrupted. RESOLUTION: Return the telephone to Avaya for repair.
The message light on the telephone turns on and off intermittently, but the telephone never registers.		CAUSE: This is a hardware fault. RESOLUTION: The telephone must be returned to Avaya for repair.
The telephone stops working in the middle of a call,	AND no lights are lit on the telephone and the display is not lit.	CAUSE: Loss of power. RESOLUTION: Check the connections between the telephone, the power supply, and the power jack. For example, verify that either static addressing was not used or that any changes to static addresses were entered correctly.
	AND power to the telephone is fine (and the telephone might have gone through the restarting sequence).	CAUSE: Loss of path to Avaya Media Server, DHCP Lease expired, or DHCP server not available when telephone attempts to renegotiate DHCP lease. RESOLUTION: As above. Note that if the telephone is attached to a 30A switched hub, upon loss of Ethernet connectivity, the usual No Ethernet message is not displayed.
The telephone was working, but does not work now,	AND no lights are lit on the telephone and the display is not lit.	CAUSE: Loss of power. RESOLUTION: Check the connections between the telephone, the power supply, and the power jack.
	AND power to the telephone is fine, but there is no dial tone. The display might show “System Busy.”	CAUSE: Loss of communication with the PBX switch. RESOLUTION: Check LAN continuity from the PBX to the telephone using ARP or trace-route and from the telephone to the PBX by invoking a Feature button. Verify that LAN administration has not changed for the Gatekeeper, TN 2302AP circuit packs, or the LAN equipment (routers, servers, etc.) between the switch and the telephone. Verify no one changed the telephone settings locally using the VIEW and ADDR codes, as described in the 4600 Series IP Telephone Installation Guide. Verify the telephone volume is set high enough. Finally, conduct a self-test.
	AND the telephone was recently moved.	CAUSE: Loss of communication with the PBX. RESOLUTION: As above, but pay particular attention to the possibility that the telephone is being routed to a different DHCP server, or even a different PBX switch. If so, the new server or switch might need to be administered to support the telephone.
	AND the network was recently changed to upgrade or replace servers, re-administer the Avaya Media Server, add or change NAT, etc.	CAUSE: Loss of communication with the PBX. RESOLUTION: As above.
The telephone works, but the audio quality is poor, specifically:
	the user hears echo when speaking on a handset.	CAUSE: Echo from digital-to-analog conversion on your Avaya Media Server trunk. RESOLUTION: Verify which trunk is causing the echo, and swap the trunk’s Trunk Termination parameter on the PBX.
	the user hears echo on a headset, but not on a handset.	CAUSE: Improper headset adapter. RESOLUTION: Replace adapter with Avaya’s M12LU or 3412-HIC adapters. We recommend the M12LU, since it supports Automatic Gain Control.
	the user is on Speaker and hears no echo, but the far-end hears echo.	CAUSE: Room acoustics. RESOLUTION: Ensure that there are six inches or so of blank space to the right of the telephone. If that is insufficient, use the handset.
	the user experiences sudden silences such as gaps in speech, or static, clipped or garbled speech, etc.	CAUSE: Jitter, delay, dropped packets, etc. RESOLUTION: One or more Quality of Service (QoS) features should be implemented in the network. See Chapter 3 of the 4600 Series IP Telephone Installation Guide. CAUSE: Improper non-Category 5 wiring. RESOLUTION: Replace non-Category 5 wiring with Category 5 wiring.
The 4612 or 4624 IP Telephone works properly except the telephone does not ring.		CAUSE: The Ringer Off (RngOF) softkey feature has been activated. RESOLUTION: Use the softkey Menu option to access the RngOF feature. A downward-pointing triangle means the Ringer is off. Ensure that the triangle points up. Also, check the Volume setting on the telephone. Finally, do a self-test on the telephone.
The telephone works properly except for the Speaker.		CAUSE: The Speaker was turned off on the PBX (H.323 telephones) or the 46xxsettings file’s SPEAKERSTAT parameter is set to “0” (SIP telephones). RESOLUTION: Administer the PBX to allow that station’s Speaker to operate (H.323 telephones) or change the SPEAKERSTAT parameter value (SIP telephones). If that does not work, do a Self-test on the telephone, as explained in the 4600 Series IP Telephone Installation Guide.
The telephone works properly, except incoming DTMF tones are not received.		CAUSE: The TN2302AP circuit pack does not pass in-band DTMF tones. RESOLUTION: None; the board is operating as designed.
The telephone works properly, except sidetone DTMF is not heard.		CAUSE: PBX suppresses sidetone DTMF. RESOLUTION: On PBX administration, on the Change-System-Parameters screen, enable On-Hook Dialing. If the user has Hands-Free Answer (HFA), answers a call using the Speaker and switches to the handset, pressing dialpad buttons does not send DTMF tones. This is a known bug, and the only current resolution is to disable HFA.
Hands-Free Answer (HFA) is administered but the telephone did not automatically answer a call.		CAUSE: HFA only works if the telephone is idle. A second call is ignored if it comes in while a call is in progress, including ringing before the first call is answered. RESOLUTION: None.
The TFTP application terminates and asks for registration.		CAUSE: Non-Avaya shareware or freeware TFTP applications often cease operating to request registration. RESOLUTION: Short-term: Restart the application. Long-term: Register the product or replace it with an application that does not behave this way, for example, Avaya’s TFTP application.
The TFTP or HTTP script file and settings file are ignored (not being used by the telephone).		CAUSE: The system value AUTH is set to 1 (HTTPS required) but no valid address is specified in TLSSRVR. RESOLUTION: Change AUTH to 0 (zero), or enter a valid address for TLSSRVR.
The TFTP or HTTP script file is ignored or not used by the telephone,	AND the TFTP or HTTP server is a LINUX or UNIX system.	CAUSE: The telephone expects lines of the script file to terminate with a <Carriage Return> <Line Feed>. Some UNIX applications only terminate lines with <Line Feed>. Editing the script file with a UNIX-based editor can strip <Carriage Return>s from the file. Doing so causes the entire file to be treated as a comment, and thus be ignored. RESOLUTION: Edit the script file with a Windows^�-based editor, or another editor that does not strip out the <Carriage Return>. CAUSE: UNIX and LINUX systems use case-sensitive addressing and file labels. RESOLUTION: Verify the file names and path in the script file are accurately specified.
	AND telephone administration recently changed.	CAUSE: The *46xxupgrade.scr* file was edited incorrectly, renamed, etc. RESOLUTION: Download a clean copy of the *46xxupgrade.scr* file from the Avaya support Web site, and do not edit or rename it. Customize or change only the *46xxsettings* file, as discussed in Chapter 4: Server Administration.
Telephone power is interrupted while the telephone is saving the application file and the TFTP or HTTP application stops responding.		CAUSE: The TFTP or HTTP server stops responding if power is interrupted while a telephone is saving the application file. RESOLUTION: Restart the TFTP or HTTP server, as applicable.
The DHCP server indicates the 4600 Series IP Telephone reports itself as a Token Ring device, and refuses to provide the telephone an address.		CAUSE: Early versions of the 4600 Series IP Telephones erroneously report being a Token Ring device. With most DHCP servers, this does not matter. Some LINUX servers, however, refuse to issue addresses to Ethernet devices reporting to be Token Ring devices. RESOLUTION: Administer the DHCP server to delete all MAC and IP Addresses associated with Lucent Technologies or Avaya, or allow the associated DHCP leases to expire.
Telephone does not register with Avaya Communication Manager.		CAUSE: Use of IP telephone firmware R2.3 and greater requires TN799C V3 or greater. RESOLUTION: Upgrade TN circuit packs to TN799C V3 or greater.
The user indicates a 4610SW/4620/4620SW/4621SW/4622SW/4625SW-specific or 4630/4630SW-specific application is not accessible.		CAUSE: The *46xxsettings* script file is not pointed to accurately, or is not properly administered to allow the application. RESOLUTION: Assuming the user is meant to have that application, verify the 46xxsettings script file is properly specified for your system, including case if your file server is UNIX or LINUX, and extension. Then, verify all the relevant parameters indicated in Table 11 and Table 12, are accurately specified in the 46xxsettings file.
The user indicates a 4610SW/4620SW/4621SW/4622SW/4625SW-specific or 4630/4630SW-specific application is not accessible,	AND the script file is on a TFTP server and the telephone is a SIP telephone.	CAUSE: SIP telephones only obtain script files, application files, and 46xxsettings files from HTTP servers. RESOLUTION: Move the relevant files to an HTTP server, and administer the HTTPSRVR parameter accordingly.
On-hook dialing cannot be performed, Speed Dial labels and administered feature buttons are not available, and only one call appearance can be accessed.		CAUSE: Unnamed registration is enabled and the user did not provide an extension and password at the Extension prompt. RESOLUTION: Instruct the user to enter the extension and password. Alternately, disable unnamed registration.
PHY2STAT was set using the INT local procedure as specified in the 4600 Series IP Telephone Installation Guide,	BUT the 4610SW, 4620/4620SW, 4621SW, 4622SW, 4625SW uses the original setting instead of using the new setting following a reboot.	CAUSE: The telephone’s FTP Backup/Restore feature is enabled. The user specified a setting file for the PC Ethernet Interface setting through the Options menu. The user-specified setting is overriding the Local Procedure PHY2STAT setting. RESOLUTION: Use the Options menu to change the setting to the value you want, so the INT local procedure is not necessary. Alternatively, use the Options menu to change the PC Ethernet Interface setting to Auto-negotiation. Then make all future changes using the INT local procedure.

There are three areas where installers can troubleshoot problems before seeking assistance from the system or LAN administrator: