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Cisco 7961 goes in boot cycles with blank LCD display

Posted on 2009-12-27
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Last Modified: 2013-12-27
I've searched all over and all solutions doesn't apply to my situation.  I had a working Cisco 7961 and during the process of doing a factory default in went into a state where my LCD has no display. The phone does attempt to do self resets every so often.  I can tell it's rebooting itself because the buttons lighting up (headset > Mute > Speaker) and I see this in my wireshark capture with boot up requests.  

I've tried the usual factory reset button combination but doesn't seem to help.
I attempted to load up the required bootup files (xml, cnf, images, etc) using tftp32 with dhcp and tftp configured but the phone doesn't seem to register.  Perhaps my files and setup need to verifed here.

The only thing sort of me trying is consoling into the phone since i don't have the required cable to do this.  

I am looking for help how to bring my phone back to life.  This is to be used on a SIP firmware on a Fonality IP PBX server.  I have 4 other 7961s and I'm afraid to try again on another phone.

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Question by:delsol101
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Expert Comment

by:Ken Boone
ID: 26129191
Was the working 7961 running SIP on a the Fonality PBX or was the phone taken from another environment and then an attempt was made to put a different SIP image on it in order for it to work with Fonality?
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Author Comment

by:delsol101
ID: 26129208
Phone was pulled from cisco call manager environment and i attempted to reflash it with SIP firmware then put it to work with fonality.
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Author Comment

by:delsol101
ID: 26129215
Clarification: The plan is to make it work with Fonality which I have not able to do yet due to this issue.
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Author Comment

by:delsol101
ID: 26129226
Here's the wireshark capture.  I reviewed this but could not conclude why it's not registered w/ my dhcp / tftp server.  I got a laptop connected to the phone's switch port and this is how I captured the log.  
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LVL 25

Expert Comment

by:Ken Boone
ID: 26129245
Ok.  I turned one of these into a brick when upgrading SIP images but I was able to successfully convert the rest.

This link discusses issues with specific version of SIP firmware for this phone and details for performing the procedure.

http://www.voip-info.org/wiki/view/Asterisk+phone+cisco+79x1+xml+configuration+files+for+SIP

Hope this helps.
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Expert Comment

by:Ken Boone
ID: 26129258
Don't see the wireshark file?
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Author Comment

by:delsol101
ID: 26129261
cap file attached.  Rename extension to .pcap before opening.
wireshark-capture.txt
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Author Comment

by:delsol101
ID: 26129270
I'm aware of the link but if the phone doesn't load then I'm pretty much restricted to what I can do.  If you think there's a step that's key please let me know.  
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Expert Comment

by:Ken Boone
ID: 26129289
Well #1 make sure you are using a version of SIP firmware that is not one of the problem versions as listed on that link.

Under Common Problems on that link it states the following:
"Please note, the factory reset will load the term71.default.loads file from the TFTP server. This file may have been overwritten if you unzipped an older firmware package into your TFTP root. Make sure it matches the version you want to upgrade to"

Also in some of the files you have to be specific to the correct syntax when referencing these images.

Also, the phone has to get an IP address from the DHCP server before it is going to do anything.  If it
is getting an IP address then that is good.  If it is not we have to figure out why?  If it is then you will see this in wireshark.  Then you can SSH into the phone - don't need the console cable - just ssh to that IP address.  The SSH procedure is documented in that link as well.

I'll have to look at the wireshark file tomorrow - I'm out of time right now.

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Expert Comment

by:Ken Boone
ID: 26131885
You DHCP server is not responding.  The phone is sending out requests but I never see a response in the packet capture.  Can you verify this is working and that the phone is on the right network segment?
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Author Comment

by:delsol101
ID: 26135207
OK, this is very strange. It was responding and the phone was registering as client at one point but it didn't do anything with cnf files.  Let me review the whole setup again.  
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Expert Comment

by:Ken Boone
ID: 26135627
Yea we need to get it back to the point where it gets a dhcp address.  After that happens it starts trying to download the other files it needs.
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Author Comment

by:delsol101
ID: 26136050
I suspect the phone is constantly rebooting itself even after the it has been assigned an IP.  I verified the an IP is being assigned based on the phone MAC on the dhcp server side.  I also see the same IP reallocating itself about the same time the phone is rebooting (?)  

Furthermore, I've console into the phone and see the following error just repeating itself every so often probably due to the reboot loops.

 
WRN 22:26:57.700179 DHCP: response not received, try again...
ERR 22:26:57.707613 DHCP: ERROR parsing options -- cnt = -47, tag = 48, len = 48

WRN 22:27:01.700142 DHCP: response not received, try again...
ERR 22:27:01.706475 DHCP: ERROR parsing options -- cnt = -47, tag = 48, len = 48

WRN 22:27:05.700147 DHCP: response not received, try again...
ERR 22:27:05.708510 DHCP: ERROR parsing options -- cnt = -47, tag = 48, len = 48

WRN 22:27:09.700135 DHCP: response not received, try again...
ERR 22:27:09.707911 DHCP: ERROR parsing options -- cnt = -47, tag = 48, len = 48



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Author Comment

by:delsol101
ID: 26136061
When I console into the phone, it would not give me a login prompt to play with.  I wonder if the phone is missing the firmware required to do a complete bootup.
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Author Comment

by:delsol101
ID: 26136106
OK, resolved the DHCP issue.  Had to go back to the basic and run the tftp32 on an XP machine.  Earlier I ran this on Win 7 and noticed some odd behavior so just trying to rule out the other factors.

It's locked into an IP and got better logs this time around.  See attached.


Console-boot-up.txt
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Author Comment

by:delsol101
ID: 26136109
I see the one of the Error log is that it's not seeing the term61 file.  I will start there.  At this point, I still don't see the LCD display.  
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Author Comment

by:delsol101
ID: 26136199
Ok, some good progress to report but not quite there yet.

Instead of fiddling with unknow files found on the 'net, I downloaded cmterm-7941_7961-sip.8-5-2 from CCO (recommened on your link w/ Asterisk) and fed it through the tftp process.    The LCD menu came back to life but I noticed it's stuck on the "Configuring IP" status on the LCD.    

Looking at the console it still the "WRN 22:26:57.700179 DHCP: response not received, try again..." which I reported earlier.  Very strange.

This is still using my laptop to phone setup.  I will connect to my LAN to see if that helps.
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Accepted Solution

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Ken Boone earned 2000 total points
ID: 26138077
Try hardcoding the phone and foregoing the dhcp stuff for now.  Just go into network settings and hardcode the ip info stuff as well as the tftp server stuff.  Lets see if we can get it working just in a basic setup.

I also had problems when converting using certain tftp servers.  For me I had a tftp server running on my asterisk box that would not work, but when I switched the tftp process over to an XP machine it worked like a champ.  Must be some quirk there.
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