Huawei eSpace 7800 Guide

eSpace 7800&7900 IP Phone
Troubleshooting Cases
Issue
01
Date
2013-12-26
HUAWEI TECHNOLOGIES CO., LTD.

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Copyright © Huawei Technologies Co., Ltd. 2013. All rights reserved.
No part of this document may be reproduced or transmitted in any form or by any means without prior
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and other Huawei trademarks are trademarks of Huawei Technologies Co., Ltd.
All other trademarks and trade names mentioned in this document are the property of their respective
holders.
Notice
The purchased products, services and features are stipulated by the contract made between Huawei and
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Huawei Technologies Co., Ltd.
Address:
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eSpace 7800&7900 IP Phone
Troubleshooting Cases
About This Document
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About This Document
Overview
This document describes how to troubleshoot faults that occur on an IP phone from aspects of
fault description, cause analysis, and troubleshooting approaches.
Intended Audience
This document is intended for:
Huawei technical support engineers
Huawei maintenance engineers
Engineers from Huawei channel partners
Enterprise administrators
Change History
Changes between document issues are cumulative. The latest document issue contains all the
changes made in earlier issues.
Issue 01 (2013-12-26)
This issue is used for first office application (FOA).

eSpace 7800&7900 IP Phone
Troubleshooting Cases
Contents
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Contents
About This Document .........................................................................................................................ii
1 Troubleshooting Methods ............................................................................................................... 1
1.1 Checking Icons .............................................................................................................................................................1
1.1.1 eSpace 7800 Series IP Phone.....................................................................................................................................1
1.1.2 eSpace 7900 Series IP Phone.....................................................................................................................................3
1.2 Reviewing Logs............................................................................................................................................................4
1.2.1 eSpace 7800 Series IP Phone.....................................................................................................................................6
1.2.2 eSpace 7900 Series IP Phone.....................................................................................................................................6
1.3 Using a Packet Capture Tool to Capture Packets..........................................................................................................8
1.4 Performing Diagnose....................................................................................................................................................9
2 Troubleshooting Cases ................................................................................................................... 11
2.1 Hardware.....................................................................................................................................................................11
2.1.1 Startup Failure..........................................................................................................................................................11
2.1.2 Call Faults................................................................................................................................................................12
2.1.3 Onhook/Offhook Failure..........................................................................................................................................13
2.2 Network ......................................................................................................................................................................13
2.2.1 Network Connection Failure....................................................................................................................................13
2.2.2 Failed to Obtain an IPAddress.................................................................................................................................14
2.2.3 IP Address Conflict..................................................................................................................................................14
2.2.4 Failed to Obtain an IPAddress in DHCP Mode.......................................................................................................15
2.2.5 Failed to Connect to eSight in HTTPS Mode ..........................................................................................................16
2.3 Login and Registration................................................................................................................................................17
2.3.1 Registration FailureAfter an IP Address Is Manually Configured ..........................................................................17
2.3.2 Failed to Register with the UAP (eSpace U2980) in UC2.0....................................................................................18
2.3.3 "No activeAAserver" Is Displayed During a Login Attempt..................................................................................18
2.4 Settings .......................................................................................................................................................................19
2.4.1 BLF Service Does Not Take Effect..........................................................................................................................19
2.4.2 Upgrade Failure in DHCP Option 246 Mode...........................................................................................................20
2.5 Call Services ...............................................................................................................................................................21
2.5.1 Failed to Place Calls ................................................................................................................................................21
2.5.2 Failed to Receive Calls ............................................................................................................................................21
2.5.3 Failed to Place Calls and Receive Calls...................................................................................................................22

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2.5.4 Only Some Accounts of an IP Phone Receive Calls ................................................................................................22
2.5.5 No Voice in Handset Mode......................................................................................................................................23
2.5.6 Failed to Hear the Peer Party During a Call.............................................................................................................24
2.5.7 Failed to Set Up a Call with 80000 or Not Ringback Tone Heard...........................................................................24
2.5.8 Failed to Hold a Local Conference in UC2.0...........................................................................................................25
2.5.9 "Call ended" Played When an IP Phone Calls an External Mobile Phone...............................................................25
2.5.10 Calling Party's Name, Number, and Department Are Not Displayed on an IP Phone with LDAP Configured.....26
2.5.11 Failed to Retrieve a Parked Call.............................................................................................................................26
2.5.12 "No available line" Displayed in a Local Conference or Call Transfer..................................................................27
2.5.13 Request Terminated After a User Dials *125#.......................................................................................................27
2.6 Language Package ......................................................................................................................................................28
2.6.1 Failed to Select a Language After a Language Package Is Imported.......................................................................28
2.6.2 Some Information Is Not Displayed in the Target LanguageAfter that Language (Imported Using a Language
Package) Is Selected .........................................................................................................................................................29
3 eSpace 7900 FAQs ............................................................................................................................ 30
3.1 External Storage Devices and Dump Devices.............................................................................................................30
3.2 Failed to Import a File to an IP Phone ........................................................................................................................30
3.3 How to Configure an IP Phone to Ensure Its FunctionalityWhen the Live Network Also Has IADs and U1900
Series Gateways................................................................................................................................................................31
3.4 Failed to Dial an Access Code for Enabling or Disabling a Function.........................................................................31
3.5 How to Set the Language............................................................................................................................................31
3.6 How to Change the Default Ringtone.........................................................................................................................32
3.7 How to Adjust the Volume of the Ringtone ................................................................................................................32
3.8 How to Retrieve Voice Messages................................................................................................................................32
3.9 How to Time Synchronize with the Network..............................................................................................................33
3.10 Failed to Display the Peer Party's Information for an Incoming or Outgoing Call...................................................33

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1 Troubleshooting Methods
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1 Troubleshooting Methods
1.1 Checking Icons
1.1.1 eSpace 7800 Series IP Phone
Table 1-1 and Table 1-2 describe the icons that may display on eSpace 7800 series IP phones
and their meanings.
Table1-1 Icons on the eSpace 7850&7830&7820&7810 screen
No.
Icon
Description
1
This icon blinks when network connection failed.
2
or
Indicates that an account failed to be registered.
3
Indicates that an account is being registered.
4
or
Indicates that an account is registered successfully.
5
or
Indicates a missed call.
6
Indicates an incoming call.
7
Indicates an outgoing call.
8
Indicates all input methods.
To switch input methods, press the key corresponding to this
icon.
9
Indicates digital input.
10
Indicates lower-case input.
11
Indicates upper-case input.
12
Indicates that a call is muted.
13
Indicates that a call is held.

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No.
Icon
Description
14
Indicates a voice message.
15
Indicates that the call forward function is enabled.
16
Indicates that the DND function is enabled.
17
Indicates that the auto answer function is enabled.
18
Indicates the handset mode.
19
Indicates the headset mode.
20
Indicates the handsfree mode.
Table1-2 Icons on the eSpace 7870 screen
No.
Icon
Description
1
This icon blinks when network connection failed.
2
Indicates that an account failed to be registered.
3
Indicates that an account is being registered.
4
Indicates that an account is registered successfully.
5
Indicates a missed call.
6
Indicates an incoming call.
7
Indicates an outgoing call.
8
Indicates a missed call.
9
2aB
Indicates all input methods.
To switch input methods, press the key corresponding to this
icon.
10
123
Indicates digital input.
11
abc
Indicates lower-case input.
12
ABC
Indicates upper-case input.
13
Indicates that a call is muted.
14
Indicates that a call is held.
15
Indicates a voice mailbox.
16
Indicates that the call forward function is enabled.

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No.
Icon
Description
17
Indicates that the DND function is enabled.
18
Indicates that the auto answer function is enabled.
19
Indicates the handset mode.
20
Indicates the headset mode.
21
Indicates the hand-free mode.
22
Indicates that the volume is 0.
23
Indicates that the recording function fails to be enabled.
24
Indicates that the recording function fails to be disabled.
25
Indicates that the recording memory is full.
26
Indicates that recording fails.
27
Indicates that recording is ongoing.
28
Indicates that the VPN function is started.
29
Indicates the keyboard lock mode.
30
Indicates that there is an ongoing conference.
31
Indicates the image of a called party.
1.1.2 eSpace 7900 Series IP Phone
Table 1-3 describes the icons that may display on eSpace 7910/eSpace 7950 and their
meanings.
Table1-3 eSpace 7910/eSpace 7950 icons
Icon
Meaning
The network connectivity is abnormal.
The network connectivity is normal but an IP address conflict occurs.
The phone has been muted.
The phone has been locked.

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Icon
Meaning
A USB device is connected to the phone.
The Bluetooth function is enabled.
The phone has enabled the do-not-disturb (DND) function.
The phone has enabled the call forwarding function.
The phone has enabled the auto answer function.
The phone has enabled the auto callback function.
A pickup call is ongoing.
Network signal strength.
Voice output in headset mode.
Voice output in hands-free mode.
1.2 Reviewing Logs
Exporting a Log File to the Server
Configuring the IP phone
To export a log file to the server, proceed as follows:
1. Log in to an IP phone's web page, click the Upgrade tab, and click Advanced.
Log in to eSpace 7870's web page, click the Phone tab, and click Configuration.
2. Select Server from the Export System Log drop-down list box, and enter the system log
server address, as shown in Figure 1-1.
Figure 1-1 Setting the Export System Log parameter
3. Click Confirm.
The IP phone automatically restarts, and the settings take effect.
Configuring the log server

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You must configure the log server before exporting log files to the server. A common file
server can function as a log server and 3CDaemon is recommended. To configure a log server,
proceed as follows:
1. Double-click 3CDaemon.EXE.
2. Start the log server, click Syslog Server and click Configure Syslog Server.
The 3CDaemon Configuration page is displayed, as shown in Figure 1-2.
Figure 1-2 Setting the log storage path
3. Click the Syslog Configuration tab.
4. On the Syslog Configuration tab page, click corresponding to Directory for, and
select the path for saving logs.
5. Access the specified path and verify that the syslog.log file exists.
If the file exists in the directory, the log server is configured successfully.
Viewing logs
After required configurations are completed on the phone and server, ensure that the server is
in enabled state. Go to the directory specified by Directory for on the server, and open the
syslog.log file in Notepad to view log information.
Exporting a Log File to the Local PC
To export a log file to the local PC, proceed as follows:
1. Log in to an IP phone's web page, click the Upgrade tab, and click Advanced.
2. Select Local from the Export System Log drop-down list box, as shown in Figure 1-3.

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Figure 1-3 Exporting a log file to the local computer
3. Click Export.
4. Select a path for storing the exported log file.
After the syslog.tar log file is exported, view the file in the specified path. Figure 1-4 shows
an example of the syslog.tar file.
Figure 1-4 An example of the syslog.tar log file
1.2.1 eSpace 7800 Series IP Phone
1.2.2 eSpace 7900 Series IP Phone
Exporting Logs
eSpace 7910/eSpace 7950 stores logs about the registration and upgrade results to the log
server for the maintenance personnel to diagnose and locate faults in time. eSpace
7910/eSpace 7950 updates logs once every two hours.
Step 1 Access the phone web page. Choose Advanced > Log from the navigation tree on the left.
Step 2 On the Log page, click Export to export the logs to a local PC.
----End

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Logs are classified into the following levels in descending order by importance: error,warning,
info, and debug. eSpace 7910/eSpace 7950 records logs of the preset level and the level(s) above the
preset one. For example, if you have set the log level to warning, eSpace 7910/eSpace 7950 records
logs at levels of error, warning and info.
It is recommended that you set the log level to debug, so that eSpace 7910/eSpace 7950 records logs
at all four levels.
Log Description
Logs provide internal system information when eSpace 7910/eSpace 7950 malfunctions,
which is an important means of locating faults.
The system logs reported by eSpace 7910/eSpace 7950 provide key information about eSpace
7910/eSpace 7950 records. eSpace 7910/eSpace 7950 logs have four levels: error, warning,
info, and debug. These four levels are defined as follows:
error: Unexpected data or events that have a large sphere of influence or that cause
partial function failure (and such failures affect subsequent service status) are logged at
error level.
warning: Events for unexpected system status that does not affect system running are
logged at warning level.
info: The system status information and process directory tracing information generated
in functional system running are logged at info level.
debug: The information about system debugging performed by R&D engineers is logged
at debug level.
Figure 1-5 and Table 1-4 use some logs as an example to describe the logs.
Figure 1-5 System log
Table1-4 System log format
No.
Description
Log type, including:
Operation: operation logs, which contain the operations performed by system
users (including system administrators, operation and maintenance engineers,
and system monitoring engineers) or those initiated by the scheduled system
tasks.
System: system logs, which contain key activities generated during the system
running.
Security: security logs, which contain activities of system users (including
system administrators, operation and maintenance engineers, and system
monitoring engineers). These activities include login, logout, and authentication.
Debug: debug logs, which contain the system debugging operations performed
by R&D engineers. Such logs facilitate code correction for R&D engineers.

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No.
Description
Log level, including error, warning, info, and debug (importance in descending
order).
Date and time when logs are generated.
Internal modules that generate logs.
The modules include UI, service, and control modules.
UI modules:
ui: user interface.
web: user web.
Service module:
callctrl: call control
sipc: SIP protocol
vpp: VPP protocol stack
mproc: media control
oc: service management
Control module:
cfm: configuration management
cwmp: CPE WAN management protocol
dhcp: DHCP
log: log
msg: message
upg: upgrade
dev: device
Log line number.
Log generation mode, including:
Null: logs generated when operations are performed directly on eSpace
7910/eSpace 7950.
Web: logs generated when operations for eSpace 7910/eSpace 7950 are
performed using the web page.
Cwmp: logs generated when operations for eSpace 7910/eSpace 7950 are
performed using the network management system.
Detailed log information.
1.3 Using a Packet Capture Tool to Capture Packets
Applicable Models
eSpace 7900 series and eSpace 7800 series

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Configuration
Connect the Internet port of an IP phone and the network port of a PC to the same hub,
and use a packet capture tool, such as Sniffer, Ethereal, or Wireshark, to capture packets.
Connect the Internet port of an IP phone to one network port (for example, port 1) of a
switch, and connect the network port of a PC to another network port (for example, port
2) of the same switch. Set port 2 as the mirroring destination port of port 1 to capture
packets.
(ForeSpace 7900 series) Connect the network port of a PC to the PC port of an IP
phone, and access the phone web page. On the Advanced > Others page, enable port
mirroring in the Fault Locating area.
(ForeSpace 7800 series excluding eSpace 7870) Connect the network port of a PC to
the PC port of an IP phone, and access the phone web page. On the Network >
Advanced page, enable Span to PC port.
For details about how to use a packet capture tool, see the Administrator Guide of the specific
IP phone model.
1.4 Performing Diagnose
Applicable Models
eSpace 7900 series
Procedure
1. On the home screen of eSpace 7910/eSpace 7950, select Apps.
2. Choose Advanced. Enter the administrator password. The default password is
admin123.
3. Select Diagnose.
The system displays the Diagnose screen.
Table 1-5 describes the diagnose functions.
Table1-5 Diagnose functions
Diagnose
Description
Screen Check
Press OK to start the screen check.
Test the screen color by changing it to black, white, red, green, and
blue one by one. During the screen check, press OK to proceed to the
next step.
NOTE
A qualified result is that the entire screen is filled with a color and has no
defective pixel.
Backlight Check
Press OK to start the backlight check.
Test the fifteen levels of the backlight brightness one by one. During
the backlight check, press OK to proceed to the next step.
LEDs Check
Press OK to start the LEDs check.

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Diagnose
Description
Check whether the Line button LED and Programmable button
LED (only supported by eSpace 7910) can alternately blink green
and red and then turn off.
Check whether the call history LED, speaker LED, mute LED,
MWI LED, and headset LED can blink red.
Microphone
Check
Press OK to start the microphone check.
Say something (for example, hello) to the microphone and then check
whether you can hear the voice as original through the speaker.
System Check
After the system check is complete, the diagnose result is displayed.
You can use Up and Down buttons to turn pages.
If finding any abnormalities during the diagnose, contact the supplier.

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2 Troubleshooting Cases
2.1 Hardware
2.1.1 Startup Failure
Applicable Models
eSpace 7900 series
Applicable Versions
All versions
Symptom
An IP phone stays in a blank screen during its startup.
Possible Causes and Identification Methods
Possible Cause
Identification Method
If the IP phone obtains
power using a power
adapter, the power
adapter does not comply
with the standard.
eSpace 7900 series IP phones support only 5 V power supply. If
a non-standard power adapter is used, the IP phone may be
damaged. Try the 5 V power adapter recommended by Huawei.
If the IP phone still fails to start up, the IP phone is considered
damaged.
If PoE is used, the PoE
network cable is
connected to the PC port
of the IP phone.
Verify that the PoE network cable is connected to the WAN
port of the IP phone. If another phone works properly after the
same PoE network cable is connected, the original IP phone is
considered damaged.
Solutions
Contact your system service provider.

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2.1.2 Call Faults
Applicable Models
eSpace 7900 series
Applicable Versions
All versions
Symptom
No voice is heard during a call.
Possible Causes and Identification Methods
No voice is heard in a call using the handset.
Possible Cause
Identification Method
The IP phone
enters the headset
mode.
Check whether the headset mode has been enabled. If the LED of the
button is steady red, the headset mode has been enabled. If no
voice can be heard even after a press on the button to switch
to the handset mode, the IP phone is faulty.
The handset or
handset cord is
faulty.
Use a functional handset or handset cord. If there is still no voice, the
IP phone is faulty.
No voice is heard in a call in speaker mode.
Possible Cause
Identification Method
The speaker is
faulty.
Press when the IP phone is not engaged in
a call. If the speaker cannot play audio, the speaker is faulty.
The microphone
is faulty.
Check whether the speaker of the peer IP phone is functional
according to the above-mentioned identification method. If the
speaker of the peer IP phone is functional, the microphone of the local
IP phone is faulty.
Check whether the microphone plays audio using the Microphone option on the
Diagnose screen. For detailed operations, see section 1.4 "Performing diagnose."
Solutions
Contact your system service provider.

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2.1.3 Onhook/Offhook Failure
Applicable Models
eSpace 7900 series
Applicable Versions
All versions
Symptom
An IP phone fails to go onhook or offhook.
Possible Causes and Identification Methods
Possible Cause
Identification Method
The hookflash
button is faulty.
In offhook state, check whether the IP phone returns to the home
screen when you hold down the hookflash button. Then, check
whether the dialing screen is displayed and whether the LED of a
line button is steady green after you release the hookflash button. If
the answer is no for all the preceding questions, the hookflash
button is faulty.
When the IP phone is engaged in an ongoing call, press the
hookflash button. If the IP phone fails to go onhook, the hookflash
button is faulty.
Solutions
Contact your system service provider.
2.2 Network
2.2.1 Network Connection Failure
Applicable Models
eSpace 7900 series and eSpace 7800 series
Applicable Versions
All versions
Symptom
eSpace 7900 series

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The icon is displayed in the status bar on an IP phone's screen.
eSpace 7800 series
The icon and the message "Network Unavailable" are displayed on an IP phone's
screen.
Possible Causes and Solutions
Possible Cause
How to Resolve
The network cable is connected
to the PC port of the IP phone.
Connect the network cable to the LAN port of the IP
phone.
The network cable is faulty.
Use a functional network cable.
2.2.2 Failed to Obtain an IP Address
Applicable Models
eSpace 7900 series and eSpace 7800 series
Applicable Versions
All versions
Symptom
An IP phone fails to obtain an IP address, and login to the IP phone fails.
Possible Causes and Solutions
Possible Cause
How to Resolve
(In static mode) The IP address
parameters are incorrectly set.
Enter the correct IP address, subnet mask, and gateway
address.
(In DHCP mode) The DHCP
server malfunctions.
Verify that the DHCP server is functioning properly.
2.2.3 IP Address Conflict
Applicable Models
eSpace 7900 series and eSpace 7800 series
Applicable Versions
All versions

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Symptom
eSpace 7900 series
The message "IP address conflict" and the icon (in the status bar) are displayed on
an IP phone's screen.
eSpace 7800 series
The message "IP conflict" is displayed on an IP phone's screen.
Possible Causes and Solutions
Possible Cause
How to Resolve
(In static mode) The IP address
set manually for the IP phone
conflicts with the IP address of
another device.
Set the IP address of the IP phone to an unused one.
Change the IP address of the conflicting device.
(In dynamic mode) The IP
address that the IP phone
dynamically obtains is used by
another device.
Restart the IP phone and enable the IP phone to obtain
an IP address again.
Change the IP address of the conflicting device.
2.2.4 Failed to Obtain an IP Address in DHCP Mode
Applicable Models
eSpace 7900 series
Applicable Versions
All versions
Symptom
The mode for an IP phone to obtain an IP address has been set to DHCP. After the IP phone is
powered on and its network cable is connected, the network status displayed on its LCD
screen indicates that it fails to obtain an IP address.
Possible Causes and Solutions
Possible Cause
How to Resolve
802.1x authentication is
configured on the switch's
port connected to the IP
phone, but is not configured
or is incorrectly configured
on the IP phone.
If 802.1x authentication is configured on the switch, also
configure 802.1x authentication on the IP phone.
Specifically, on the login screen, choose More >
Network > Network Access > 802.1x, enable 802.1x
authentication, and correctly configure the user name and
password.
The VLAN function is
configured on the switch's
If the VLAN function is configured on the switch, also
configure the VLAN function on the IP phone. Specifically,