You can also view the “Crash Log” generated by the WatchDog task using the Aastra Web UI. ® Aastra Web UI 1 Click on Advanced Settings->Troubleshooting. Enable/Disable WatchDog Task 2 The “WatchDog” field is enabled by default. To disable the WatchDog task, click in the “Enabled” box to clear the check mark. 3 Click Save Settings to save your changes. 41-001160-01, Rev 00, Releaes 2.3 9-13 IP Phone Administrator Guide Troubleshooting Aastra Web UI View the Crash Log 4 To view a crash log, in the “Get a Crash Log” field, click the SAVE AS button. You can open the file immediately, or you can save the Crash Log to your PC. 9-14 41-001160-01, Rev 00, Releaes 2.3 Troubleshooting Troubleshooting Solutions Troubleshooting Solutions Description This section describes solutions to some most common problems that can occur while using the IP phones. Why does my phone display “Application missing”? If you have experienced networking issues while the phone was downloading the application from the TFTP server, it is possible that the phone can no longer retrieve the required firmware file. In the event that the phone is no longer able to communicate with the TFTP server in its attempt to re-download the firmware and the phone cannot locate the application locally, the message "Application missing" displays. The phone also displays the following: “Recovery web-client at: ”. The IP Address displayed is the IP address of the phone. If the phone is unable to receive an IP from the DHCP server or has lost its record of its static IP, the phone auto-assigns itself the default IP 192.168.0.50. To recover the firmware for your phone in this circumstance, please perform the following: 1. Launch your web browser on your computer. Note: Your computer needs to be on the same network as your IP Phone. 2. In the URL, type: “(where IP Address is the IP Address displayed on the phone). Your browser launches the Aastra IP Phone Firmware Recovery page. 3. Call Customer Support and request a .st file. 4. Copy the file to your TFTP server. 5. Enter the .st file that is ready for download. 6. Enter the IP address or qualified domain name of the TFTP server. 7. Press the Download Firmware button. 41-001160-01, Rev 00, Releaes 2.3 9-15 IP Phone Administrator Guide Troubleshooting Solutions Please ensure that the TFTP server is running and accessible on the network. If the firmware file is correctly located on the running TFTP server, the phone will locate the file and reload the application onto the phone. Why does my phone display the “No Service” message? The phone displays the “No Service” message if the SIP settings have not been set up correctly. The Registrar server could be set to 0.0.0.0. A global value of 0.0.0.0 disables registration. However, the phone is still active and you can dial using username@ip address of the phone. The phone displays "No Service". If the Registrar IP address is set to 0.0.0.0 for a per-line basis (i.e, line 1, line 2, etc.), then the register request is not sent, the "No Service" message does not display, and the message waiting indicator (MWI) does not come on. Check that the "Registrar Server" IP address in the Aastra Web UI at Advanced Settings->Global SIP is correct. Check the "sip registrar ip" parameter in the configuration files is correct. Why does my phone display "Bad Encrypted Config"? The IP phone displays "Bad Encrypted Config" because encrypted configuration files are enabled but the decryption process has failed. Specific cases where decryption fails are: Reason: The site-specific password in security.tuz does not match the password used to encrypt the .tuz or aastra.tuz files. Fix: Encrypt the .cfg files to .tuz using the correct password, or replace the security.tuz with the correct encrypted file. 9-16 41-001160-01, Rev 00, Releaes 2.3 Troubleshooting Troubleshooting Solutions Reason: Neither of the .tuz and aastra.tuz files are present on the configuration server (TFTP/FTP/HTTP). Fix: Create the encrypted files using anacrypt.exe and copy them to the configuration server. Reason: The encrypted .tuz or aastra.tuz file is encrypted using a different version of anacrypt.exe than the phone firmware. Fix: Run "anacrypt.exe -v" and confirm that the correct version is reported, compared to the phone firmware version. Why is my phone not receiving the TFTP IP address from the DHCP Server? For DHCP to automatically populate the IP address or qualified domain name for the TFTP server, your DHCP server must support Option 66. Option 66 is responsible for forwarding the TFTP server IP address or domain name to the phone automatically. If your DHCP server does not support Option 66, you must manually enter the IP address or qualified domain name for the TFTP server into your IP phone configuration. For procedures on configuring the TFTP server using the IP p...
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