9600 series Phones Rebooting

[eyerh66]

We are relatively new to using VoIP phones as we began using mostly 9608 H.323 phones last year. We haven't had any issues up until yesterday when a few users reported that their phones had "beeped" and then rebooted themselves. This happened in at least 2 different locations (buildings) on our campus. No one has reported it today and it feels like it is an isolated issue. I checked with our network manager and he didn't notice anything wrong with the network (he was actually the first person to tell me about the phone beeping and rebooting). Any ideas on what can cause this? Thanks!

[mcginp]

Are they logged into or at the login screen?

[eyerh66]

They are logged into the phones. I talked to two of the users who reported it and they said the phone beeped, the screen said off-line, then went blank and booted back up. One of the users said it happened twice, once yesterday and once this morning. There are about twenty other 9608 users in the area but these two were the only ones who had the issue.

[mcginp]

Sounds like they are losing connectivity to your clan/procr.

[markgallagher]

Indeed, most likely cause is that something in the network was unplugged or doing its own maintenance restart which meant the phones couldn't see their call server for a while. If that happens then after about 3 minutes they will start trying to re-registering.

No panic yet unless it happens again.

[mitta3]

9600 series Phones Rebooting

Check for any alarm on your CM. display alarm. may be you found something related.

[mahajc]

We are relatively new to using VoIP phones as we began using mostly 9608 H.323 phones last year. We haven't had any issues up until yesterday when a few users reported that their phones had "beeped" and then rebooted themselves. This happened in at least 2 different locations (buildings) on our campus. No one has reported it today and it feels like it is an isolated issue. I checked with our network manager and he didn't notice anything wrong with the network (he was actually the first person to tell me about the phone beeping and rebooting). Any ideas on what can cause this? Thanks!

1. Since only selective phones are rebooted most likely cause is loss of network connectivity to call server.
If it would have been issue related to call server, it would have rebooted all the phone or at-least specific network region phones.

2. Closely monitor the rebooted users if this happen again, In our experience lot of 9608 phones frequently losses connectivity due to loose Ethernet port on IP phone device (specially when phone used for longer period and heavy usage) . If this is the case it is hardware issue.

[kumar1499]

do you have multiple CLAN's where the phone could register ? , the phone may not reboot instantly if it loses connection to its gatekeeper .. it will try to register to alternate IP in the list.

if its happening on only specific set of device, then try to identify what is common among them.. dhcp, data switch etc...

[schmi213]

dhcp scope setup for 96xx phones
option 242 I believe