Reset 7900 Series VoIP Phone

Use a factory or security reset to fix certificate trust and other issues, such as:

  • Registration Rejected: Security Error
  • Trust List Update Failed
  • Host Not Found
  • Ringlist Unavailable

Instructions

Factory reset

This procedure should be performed under the guidance of technical staff.

When the phone resets, devices connected downstream may be disrupted. If the phone requires multiple resets, there may be another issue.

  1. Unplug the telephone from the network so that it powers down, or shut down the network port
  2. Hold the # key on the phone, while plugging it back in or turning the port back on
  3. Wait for the Headset, Mute and Speaker lights to cycle, indicating the phone is ready to proceed
    • On Type A phones (7940, 7960), the display will show Reset Key Sequence Detected
    • On newer Type B (7941, 7942, 7945, 7961, 7962, 7965) phones the LED-lit line buttons will flash orange
  4. Key enter 123456789*0# . The phone will do one of two things:
    • For a Type A phone you will see Keep Network Cfg? Please answer no
    • For a Type B phone the phone will display Upgrading as the upgrade application runs to load the latest firmware
  5. It can take several minutes for the phone to reload, as it reverts to a default/bootstrap load, then needs to download its firmware from TFTP
  6. When the phone reboots, it is now set to factory default
  7. The software load and configuration will be retrieved from the CUCM appliance once it has obtained a DHCP address
  8. If you still have issues with the device, proceed with further troubleshooting

Security reset

This procedure should be performed under the guidance of technical staff.

When the phone resets, devices connected downstream may be disrupted. If the phone requires multiple resets, there may be another issue.

Type A Phones (7940, 7960) do not make use of the ITL (Identity Trust List) functions, but do make use of the CTL (Certificate Trust List) functions.

Both are important, however CTLs are used for Authenticated/Encrypted devices - if this file is out of date the phone will not register to the cluster.

Verification

ITL Issues

  1. From the phone itself, press Settings > Status > Status Messages. Look for TFTP Error or Trust List Update Failed.
  2. From the phone's internal web page, view Status Messages and confirm the same.

CTL Issues

No issues have been experienced yet, however, we anticipate the symptoms will be the same as listed.

Procedure: Type A Phones

Type A Phones are the 7940, 7960, and the 7970.

ITL Erase

These phones do not use the Security-by-Default (SBD) model.

CTL Erase

  1. Press Settings (checkbox)
  2. Press Security Settings (6)
  3. Press **# keys, the lock symbol in the corner will become unlocked
  4. Press CTL File (5)
  5. Press the Erase softkey

Procedure: Type B Phones

Type B Phones are all 7900 Series models except the 7940/7960/7970.

ITL Erase

Note: This process erases both the ITL and CTL files.

  1. Press Settings (gear or checkbox)
  2. Press **# keys and wait for Settings Unlocked! or the lock symbol in the corner to unlock
  3. Press Security Settings (4)
  4. Press Trust List (5)
  5. Press ITL (2)
  6. Press the More softkey
  7. Press the Erase softkey

CTL Erase

Note: This process erases both the ITL and CTL files.

  1. Press Settings (gear or checkbox)
  2. Press **# keys and wait for Settings Unlocked! or the lock symbol in the corner to unlock
  3. Press Security Settings (4)
  4. Press Trust List (5)
  5. Press CTL (1)
  6. Press the More softkey
  7. Press the Erase softkey

 

Still need help?

Contact the UBIT Help Center.