Solution
To resolve this problem, check the 802.1X and shared secret configuration. See
Identify 802.1X authentication
problems, on page 286
.
802.1X Is Not Enabled
Problem
The phone does not have 802.1X configured.
Cause
These errors typically indicate that 802.1X authentication is not enabled on the phone.
Solution
If 802.1X is not enabled on the phone, see
802.1X Authentication and Transaction Status, on page 125
.
Factory Reset of Phone Has Deleted 802.1X Shared Secret
Problem
After a reset, the phone does not authenticate.
Cause
These errors typically indicate that the phone has completed a factory reset (see
Basic Reset, on page 290
)
while 802.1X was enabled. A factory reset deletes the shared secret, which is required for 802.1X authentication
and network access.
Solution
To resolve this situation, temporarily move the phone to a network environment that is not using 802.1X
authentication. After the phone starts up normally, access the 802.1X configuration menus to enable device
authentication and to reenter the shared secret (see
802.1X Authentication and Transaction Status, on page
125
).
Camera, audio, and video problems
The following sections describe how to resolve camera, audio, and video problems.
No Video
Problem
The phone does not detect the camera or no picture appears on the screen.
Solution
Check the following conditions:
Cisco Unified IP Phone 8961, 9951, and 9971 Administration Guide for Cisco Unified Communications Manager 10.0
(SIP)
277
Troubleshooting and Maintenance
Camera, audio, and video problems
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