Goal
The purpose of this article is to help users understand how to troubleshoot a Cisco 7942 or 7962 VPN enabled phone and educate on how these phones are configured and connect.
CASE DISPOSITION:
Case Record Type: Support Standard
Department: Support
Type: Problem
Product: Cisco
SubProduct: Hardware
Issue: 79xx
Sub Issue: VPN
Other Issue: N/A
Priority: (This will depend on how many phones are affected) P3 - If One Phone.
Severity: High
Urgency: Depends on how many phones are affected.
Resolution/Steps
Register the phone on a hosted voice connection
The phone first needs to be registered on a hosted provided voice connection if this has not or cannot be done the phone may need to be sent to a site that has this connection or replaced.
Once the phone has registered on the voice connection, you may plug the phone into any normal data internet connection.
Verify VPN is enabled
On the phone press the “Settings” button
Select “Security ” (option 4)
Select “VPN Configuration” (option 8)
Option 1 should be enabled
4.1 If option 1 is disabled select the “Enable” soft key at the bottom of the screen.
Clear the CTL and ITL Security Files
On the phone press the “Settings” button
Select “Security Configuration” (option 4)
Select “Trust List” (option 5)
CTL file (option 1) should read “Not Installed” & ITL File (option 2) should read “Not Installed”.
If either of these shows anything other than “Not Installed”:
Press **# to unlock the settings
Select the file using the “Select” soft key
Press “Unlock” using the soft key
Press the “More” soft key
Select the “Erase” soft key
Verify the TFTP Settings on the Phone
On the phone press the “Settings” button
Select the option “Network Configuration” (option 2)
Select “IPv4 Configuration” (option 1)
Scroll to “Alternate TFTP” (option 16) and it should read “Yes”
Scroll to the “TFTP Server 1” (option 17) and it should read “<client TFTP server IP>”
If the “Alternate TFTP” is set to “No” or “TFTP Server 1” is incorrect:
Press **# to unlock the settings
Highlight “Alternate TFTP” (option 16)
Press the soft key labeled “Yes”
Scroll to “TFTP Server 1” (option 17)
Press the soft key labeled “Edit”
In the new screen enter “<client TFTP server IP>”
Press the “Validate” soft key
Press the “Save” soft key
The phone may reset itself after these changes
Additional Information/Troubleshooting Steps
If VPN authentication fails, press the “Retry” soft key (you may need to press this button multiple times).
If the phone still fails to connect after multiple times, unplug the phone so that it powers completely off, then plug it back in and try to connect again.
Contact Support
If the problem persists, or TFTP server information is needed after multiple attempts contact the support team for further assistance by calling 800-347-5444 or emailing support@calltower.com. You can also chat with CallTower Support by visiting calltower.com and selecting "LIVE CHAT" at the bottom right hand of the page.
Please provide the following information to the CallTower Support Technician:
MAC Address of the phone.
Name of the user of the phone.
This information will assist in arriving at a quicker resolution.
Common Issues/Related Articles
Factory Reset:
7942 and 7962: Cisco - Phone: 7942 and 7962 Factory Reset Procedure
7945, 7965, and 7975: Cisco - Phone: 7945, 7965, 7975 Factory Reset Procedure
79XX Features: