Cisco Webex 840 Operating instructions

Troubleshooting

•General Troubleshooting Information, on page 1

•Details Available on the Phone, on page 2

•Problem Report Log Bundles, on page 4

General Troubleshooting Information

Visual Voicemail Issues

The following table provides general troubleshooting information related to issues with Visual Voicemail.

Table 1: Visual Voicemail Troubleshooting Tips

SolutionProblem

Validate that the:

• User enters the same Username as the Alias field

(including case) on the User’s Mailbox in the Cisco

Unity Connection voice messaging system.

• User uses the Web Application password, not the

Voicemail pin.

• Password Settings for the User’s Web Application

Password do not have the User Must Change

Password at Next Sign-In check box selected.

Unauthorized message appears in the Enter Unity

Web Credentials dialog box after the user enters

their credentials and selects the Login option.

Validate that the Cisco Unity Connection server’s

tomcat-trust certificate has been imported into the Cisco

Unified Communications Manager’s trust store and the

Tomcat service has been restarted since the import

occurred.

When the user navigates to the Voicemail tab of

the Cisco Phone app, a brief toast notification

appears, which states Voicemail connection

error. Unable to connect along with an error

message Voicemail Authentication failed!

Unable to connect to voicemail. Please

contact your administrator. Also, you know

that visual voicemail is not working on other

devices at the same site.

Troubleshooting

SolutionProblem

Visual voicemail is unable to connect to the Cisco Unity

Connection server. Investigate potential connectivity

issues between the user’s phone and the server.

Voicemail connection error. Unable to

connect. toast notification appears on the screen

when the user navigates to the Voicemail tab of

the Cisco Phone app.

Enable visual voicemail from the Phone Configuration

page in Cisco Unified Communications Manager. This

error appears only if visual voicemail was enabled

previously, and then disabled.

This feature has been disabled by your

administrator appears when the user navigates

to the Voicemail tab of the Cisco Phone app.

Details Available on the Phone

You can see some status and details about the phone from the Cisco apps.

This information helps you troubleshoot problems when you are in the same location as your user.

View Phone Information

The About phone setting displays information such as the Device name,Model & hardware,Android

version,Wi-Fi MAC address,Bluetooth address, and Build number.

To access the Settings app from any screen, swipe down on the status bar at the top of the screen and tap the

Settings gear icon.

Note

You can also access the Settings app from the Launcher screen. Swipe up to open the Launcher.

Note

Procedure

Step 1 Access the Settings app.

Step 2 Tap About phone.

Access Phone Status and Device Information

The Cisco phone status and Device information menus provide information about the device and the

connections between the phone and the call control system.

Troubleshooting

Details Available on the Phone

Procedure

Step 1 Access the Cisco Phone app.

Step 2 Choose one of the following based on your phone's software version:

• For release 1.2, tap the Overflow menu.

• For release 1.3, tap the Drawer menu.

Step 3 Tap Cisco phone status.

Step 4 Tap Device information.

Access App About Option

The About menu option provides information about the app itself, including the version number. You might

need to provide this information to the system administrator from time to time.

If your phone has firmware release 1.3(0) onward, the Cisco Phone app has a Drawer menu rather

than an Overflow menu.

Note

Procedure

Step 1 Tap the desired app.

Step 2 Tap the Overflow menu.

Step 3 Tap About.

Capture a Screenshot on the Phone

When troubleshooting, it may be helpful to have a screenshot of the phone.

An alternate way to capture a screenshot on the phone is to simultaneously press the Power and Volume

down buttons.

Note

Procedure

Step 1 Press and hold the Power button.

Troubleshooting

Access App About Option

Step 2 Tap Screenshot.

A notification briefly pops to the foreground and then appears in the notification drawer.

Step 3 Tap the notification to Share,Edit, or Delete the screenshot.

Unless you delete a screenshot, you can also locate it in the Files app.

Note

Problem Report Log Bundles

If a user experiences a problem with their phone, they may generate a problem report on the phone and send

you the log bundle, or you may need to generate a problem report or retrieve the log bundle yourself.

Generate a Problem Report and Log Bundle

You generate a problem report and log bundle from the phone.

It may take several minutes to generate the problem report and log bundle. When you first report a problem

from the phone, a notification pops to the foreground and then appears in the notification drawer. You know

that the report is complete when the phone vibrates twice and the notification disappears.

Procedure

Step 1 Access the Cisco Phone app.

Step 2 Choose one of the following based on your phone's software version:

• For release 1.2, tap the Overflow menu.

• For release 1.3, tap the Drawer menu.

Step 3 Choose one of the following based on your phone's software version:

• For release 1.2, select Settings >Phone information >Report problem.

• For release 1.3, tap Report problem.

Retrieve Problem Report Log Bundles

Log bundles include the phone's MAC address, a timestamp, and the string LogBundle in the filename.

Before you begin

Get a detailed description and approximate time of the issue from the phone user.

To retrieve log bundles from the phone, you must first enable Web Access through the Cisco Unified

Communications Manager Vendor Specific Option.

Troubleshooting

Problem Report Log Bundles

To retrieve log bundles from a problem report upload URL server, you must first define the problem report

upload URL in the phone's Cisco Unified Communications Manager Vendor Specific Configuration Layout

fields.

The problem report upload URL server must support file uploads using php.

Note

Procedure

Choose one of these options:

• Download, or ask the user to download the log bundle from the phone web browser Device Logs tab.

The log bundles appear at the bottom of the page.

Note

• Locate the log bundle on the problem report upload URL server.

To locate the file, it may help to search by MAC address or the string LogBundle.

Note

Troubleshooting

Retrieve Problem Report Log Bundles

Troubleshooting

Retrieve Problem Report Log Bundles

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