Troubleshooting guide

Troubleshooting Guide
18
10. If the problem is with an IP Phone, have you collected the following information?
Table 3: IP Phone Information
Question Answer Comment
Is there a PC attached to the IP Phone? If yes, please have the Network Interface
Card (NIC) settings of the PC ready. It is
recommended that NO power saving options
and NO flow control options be enabled.
Have there been broadcast storms? You can observe a broadcast storm using a
packet analyzer (sniffer). A packet analyzer
intercepts and logs packet traffic passing
over a network.
Is your cabling CAT 5 or better? CAT 5 or better is recommended for Ethernet
connections.
Cat 5e is required for 1Gig connections.
Do your L2 or L3 switch statistics show any
issues such as Runts, etc.?
Runs/Collision/Frame error may indicate an
issue with NIC or a duplex mismatch.
What is the L2 port setting for IP phone and
controller?
For IP phones, we recommend access ports
that can handle both tagged and untagged
packets to and from specific VLANs.
How is the IP phone powered? Power over
Ethernet (PoE) or from a power adaptor
(transformer) that is plugged into a power outlet.
If powered over Ethernet which L2 PoE
switch is being used?
Does your L2 switch have CDP enabled,
spanning tree enabled, or Port Fast enabled?
None
What is your speed setting? (10/100, Full/Half,
Auto, Fixed?)
None
Do the symptoms improve if the IP phone is set
to “auto and lock”?
For controllers, we recommend Access Port.
Mitel recommends setting “Auto” on phones.
In some unique PC/network, the IP phone
may require to hard coding or setting to “auto
and lock” mode.
Do the symptoms appear in hands free mode
only or do they also occur via the handset?
None
Are you using a headset?
What type?
What make and model?
Is the problem only seen when using the
headset?
Do you have the assert information from the
debug (Configuration) menu?
Assert value is saved in the debug mode and
reports the last reason that the phone
rebooted.
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