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| Solution # |
K43691258 |
| Title |
The user cannot reset the 7970 IP phone to factory defaults after an upgrade to IP phone load 6.x |
| Core Issue |
In the older loads, users could type **##**2 while the phone was off hook to reset
the settings to factory defaults. The sequence was changed in the 6.0 loads
due to security concerns. In the older loads, users could remotely send
that key sequence to a phone and cause it to reset.
This problem is documented in Cisco bug ID: CSCef22943. |
| Resolution |
To reset the 7970 IP phone to factory defaults, perform these steps:
Note: The phone must be on a network that provides an IP address and TFTP server address using Dynamic Host Configuration Protocol (DHCP), and the phone must be powered through an external power brick. The
alternate TFTP setting is erased when using this procedure, requiring that the TFTP server address is provided by a DHCP server to get the phone upgraded.
- Power off 7970.
- Power on 7970 (with a power brick) while holding the # key.
- The lines lamp should blink amber in sequence. Let go of the # key.
- Press 123456789*0#.
- The lamps should blink green in sequence.
- The phone obtains IP information through DHCP.
- The TERM70.default load loads on the phone.
- The phone should recover the configuration file from Cisco CallManager. If not, reset by typing **#** to restore the configuration.
If you do not have a power brick connected while doing the factory restore, the process fails because the 7970 cannot TFTP the TERM70.default load from itself with inline power. If you have a console connected, you receive the CDP: power TLV's not detected - assume low power mode - pwr src = 1 message.
If step 3 does not work, upgrade the phone load to the latest version. Refer to the
Software Download and look for these files:
- cmterm-7970-sccp.6-0-1-Readme.htm (Readme for Cisco IP phone load for 7970 IP phone)
- cmterm-7970-sccp.6-0-1.exe (IP phone load for 7970 6.0(1) - Compatible Cisco CallManager version: 3.3, 4.0)
If this does not work, perform this procedure:
- Power off the phone.
- Hold down the # key.
- While holding #, connect an AC adaptor to the phone.
- Continue to hold # until the line buttons blink amber.
- Release the # key.
- Enter 3491672850*#
- The lights should change color from amber to red. When this occurs, the phone is resetting
to factory defaults.
Note: It is important to try this procedure with a external power supply.
Upgrading the phone load to 6.0(2) should also solve the problem.
For information on the 7970G IP phone, refer to Cisco IP Phone 7970G Q & A. |
| Problem Type |
IP phones and other clients (Client registration, faulty IP phone, etc.) |
| IP Phones and Clients |
IP phone faulty operation |
| Common Software and Product Issues |
Problems after an upgrade |
| Failure Type |
Cannot start, stop, schedule, reset, power up, power down, run, initialize, open, close, activate, deactivate or load |
| End Where Problem is Heard or Device Type Involved |
IP phone |
| IP Phone Models |
7970G |
| IP Phone Software |
IP phone load |
| Direct URL |
http://www.ciscotaccc.com/voice/showcase?case=K43691258 |
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