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.
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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.
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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.
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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.
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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
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Troubleshooting
Retrieve Problem Report Log Bundles

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Retrieve Problem Report Log Bundles