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Cisco 7936 Conference Phone - Cannot Contact TFTP Server

I have a Cisco 7936 Conference Phone that I am trying to add to my environment. I did a Factory Reset on it when I received it. Now it just says "Cannot Contact TFTP Server". I'm thinking this is because I don't have the TFTP load it is looking for in my TFTP directory. Does that make sense? Everything else looks like its configuring as it should, it has an IP adress, it has the correct IP adresses for my servers. I tried to download the latest TFTP load, but for some reason Cisco is saying I can't download it. I found others had this same issue, but they had their old call managers to pull the old cmterm_7936.3-3-20-0 TFTP file. Does anyone know how I can get this old file? My guess is it didn't come with Call Manager 7.1.5.

Navigate to the IP address it obtained through DHCP, or that you added manually. You should be able to see on your browser status messages and the current firmware version. Let me know about that and we can go from there. If possible post an screen shot of the web page displayed, the layout is different and I don´t remember it by heart.

ASKER

Below is the information from the phone that I cannot get to work. I do have two other 7936 phones that work just fine, I pasted the info from on of those phones further below. Any help would be greatly appreciated on this!

Software Version: 3.3(2.00)
Protocol Type: SCCP
Boot Load ID: PC0503031518
Application Load ID: cmterm_7936.3-3-2-0
IP Address: 10.10.10.129
MAC Address: 0004f2e59ce1
Local Number: 4170

Working Phone config:

Software Version: 3.3(20.00.0001)
Protocol Type: SCCP
Boot Load ID: PC0503035353
Application Load ID: cmterm_7936.3-3-20-0
IP Address: 10.10.10.11
MAC Address: 00e07524e90f
Local Number: 5861

Do you see a status messages options?

ASKER

No, that I do not see anywhere?

Go to your CM Device > Settings > Device Defaults and check what load was set to the 7936.

Then open a Windows console and download the config:

tftp IPADDR OF CM get SEP<MAC of your Phone>.cnf.xml. Paste the config here please.

ASKER

The call manager has this listed for the default config of a 7936 device: cmterm_7936.3-3-20-0

I'm thinking I must have to install some kind of tftp client on my system in order to download the config? When I try that command I get a "the system cannot find the specified path" message

I was just trying to do that using a command prompt?

if its a windows 7 pc you must enable it first from programs and features

ASKER

I will give that a shot in the morning, thanks!

ASKER

It tells me error on server: file not found
Connect request failed

ASKER

I typed in exacty this:
tftp 10.10.100.1 GET SEP 00004f2e59ce1.cnf.xml

There should be no spaces in sep000.....cnf.xml

Is the TFTP service running on that IP?

ASKER

Yes, I verified that the Cisco TFTP service is running on both call managers.

When I run the command without a space I get this:
Error on server : File not found
Connect request failed

I did some reading and found that because this phone is a bit old, and I am on Call Manager version 7.1.5 that I would need to point it at an older call manager to initially get the config? Can that be true? I don't have an older call manager laying around anymore.

Should I try running that command and put the MAC address of a working phone in the command instead? I have two other working Cisco 7936 conference phones. Can I steal the config from that somehow?

You already saw a setting under Device Defaults for a 7936 right? So your CM supports it. Besides, you may add a new 7936 from Phones > Add New right?

That said, it seems you may try to restart the TFTP service. And yes, trying to pull down the config file from a known good phone (any model) is a good test. Let me know.

ASKER

How do I restart the TFTP service on a server?

Below is the result when I run that command against a working phone.

C:\>tftp 10.10.100.1 GET SEP00E07524E90F.cnf.xml
tftp: can't write to local file 'SEP00E07524E90F.cnf.xml'

http: ip a ddress/cmservice > Tools > control center features > tftp

ASKER

Restarted TFTP on both servers, still says "Cannot Contact TFTP Server"

I'm just lost here.

Disconnect the phone from the network

Connect through CLI to your servers and run this command

utils network capture eth0 file tftp size all count 1000000000

Connect the phone andl let it be until it displays the error

Stop the capture using ctrl +c

Then collect the captures as shown here: https://supportforums.cisco.com/docs/DOC-11599

Upload them to cloudshark or attach here

ASKER

Attached is the trace file that was created.
TraceCollectionResult-2011-12-07.xml

That is not the capture file, please try the compressed archive that accompanies the xml file.

ASKER

Rename the .zip file to .cap and I believe this is what you wanted to see in order to help me out?

Thank you for sticking through this!
tftp.zip

Hi! Good news! there are no TFTP packets in that capture! That means that your ip phone is either grabbing an incorrect TFTP address, or the TFTP traffic toward CM is being blocked.

ASKER

Hmmm, well it lists the correct Ip addresses when it says trying to contact TFTP server @ 10.10.100.1. I will check my Firewall to see if that could be it, but I doubt it. How would all of my other phones work if TFTP traffic is blocked?

The IP addresses are different from phone to phone. Make sure the IP gotten belongs to the same subnet that the other phoens are using.

- Factory reset one of the working phones to see how it behaves
- Swap cables with a working phone so that you test a known good switchport
- Hardcode the IP settings of a good phone to this one and disconnect the good one to see if that address is being blocked.

ASKER

I am almost afraid to factory reset a working 7936 for fear it won't come back up, and I can't take down another conference room.

How do I factory reset a Cisco 7960? I can't find that option.

I gave the non-working 7936 device an IP from a good working phone, and that didn't it either. I also went and plugged the device directly into my core switch to eliminate any other network issues. I also checked my firewall and nothing is being blocked internally.

I'm just out of ideas on this thing.

ASKER

I plugged in some other phones that I had purchased that have never been plugged into my network and those fired right up. They weren't 7936 phones though.

But, I just found this. It looks like it's a phone firmware issue. How can I simply update the firmware on this device?
phone-error.jpg

ASKER

When I click the "one device found" it tells me the device is not running the default firmware.

ASKER

Is there any way you could post the new firmware for this device on here? It look like Cisco recommends cmterm_7936.3-3-12-0, but I'm thinking anything newer would help.

I don't remember the options when you navigate to the phone's ip, but those should have enough information to tell you whats wrong. Have you tried manually configuring the IP settings, including the TFTP optiion?

Something else you may try, is to ping it from your PC. If it pings (probably cuz you already navigated its web page right?) then you can set up TFTPD32, and load the firmware files on your computer.

That program has a logging capability that will let you see exactly what the phone is asking for, and there should not be any roadblocks between the PC and the phone.

The command from before, however, should work for you to download the files. Given the error returned, I wonder if its because write problems on the C: root folder. why don't you execute it after navigating to one of your personal folders?

like :

cd c:\users\UserName\
tftp 10.10.100.1 get SEP00E07524E90F.cnf.xml

Let me know what happens

ASKER

I did some further research on this issue today, and think I may have found what is going on. The main thing I need here is the latest version of the software for a 7936. Take a look at this article, I think this is exactly what I am running into. Let me know what you think. If I could find a way to force a firmware update or maybe even a downgrade depending on whats on the phone now, I think it would work.

http://ccieash.wordpress.com/2010/07/28/scenario18-cisco-7936-will-not-register/
http://www.ciscosystemsnetwork.net/en/US/ts/fn/620/fn62805.html

They have that nice workaround to fix this, but I don't have the latest firmware, I think the issue may be this phone that isn't working might have a newer version of firmware than I have in my system, so it isn't recognizing to update, or downgrade in this case.

ASKER

I'm thinking the bug in the phone won't let it update to anything except the new firmware versions. I tried to get it from Cisco but because I don't have SmartNet on my phones, it wouldn't let me download it! I searched everywhere and couldn't find it. By chance do you have the latest firmware version??

Do you see the IP address listed in the CM device list and at the same time showing unknown? It is most likely the bug you found, I agree, but the symptoms need to match, reason why I ask.

If you could get fw 3.3(21) which is latest, the you could input this on the phone configuration page > Phone Load field: cmterm_7936.3-3-21-0 to force it. Although I don´t see the point in this, to me its the same as patching your system with latest file and let the system update the device defaults.

I cannot post the firmware files as that would be in direct violations of Cisco private pro....... blah blah.... You may need to purchase the smartnet to cover you station under warranty, Ive heard its not that expensive.

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ASKER

The members that tried to help had great suggestions, but it was a bad device that Cisco had to replace.