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Troubleshooting
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General Troubleshooting Information
Visual Voicemail Issues
The following table provides general troubleshooting information related to issues with Visual Voicemail.
Table 1: Visual Voicemail Troubleshooting Tips
Problem
Unauthorized
Web Credentials dialog box after the user enters
their credentials and selects the Login option.
When the user navigates to the Voicemail tab of
the Cisco Phone app, a brief toast notification
appears, which states
error. Unable to connect
message
Unable to connect to voicemail. Please
contact your administrator
that visual voicemail is not working on other
devices at the same site.
General Troubleshooting Information, on page 1
Details Available on the Phone, on page 2
Problem Report Log Bundles, on page 4
message appears in the Enter Unity
Voicemail connection
along with an error
Voicemail Authentication failed!
. Also, you know
Solution
Validate that the:
• User enters the same Username as the Alias field
(including case) on the User's Mailbox in the Cisco
Unity Connection voice messaging system.
• User uses the Web Application password, not the
Voicemail pin.
• Password Settings for the User's Web Application
Password do not have the User Must Change
Password at Next Sign-In check box selected.
Validate that the Cisco Unity Connection server's
tomcat-trust certificate has been imported into the Cisco
Unified Communications Manager's trust store and the
Tomcat service has been restarted since the import
occurred.
Troubleshooting
1
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Summary of Contents for Cisco Webex Wireless Phone 800 Series
- Page 1 • User enters the same Username as the Alias field their credentials and selects the Login option. (including case) on the User’s Mailbox in the Cisco Unity Connection voice messaging system. • User uses the Web Application password, not the Voicemail pin.
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Page 2: View Phone Information
Access the Settings app. Step 2 Tap About phone. Access Phone Status and Device Information The Cisco phone status and Device information menus provide information about the device and the connections between the phone and the call control system. Troubleshooting... - Page 3 Troubleshooting Access App About Option Procedure Step 1 Access the Cisco Phone app. Step 2 Tap the Overflow menu. Step 3 Tap Cisco phone status. Step 4 Tap Device information. Access App About Option The About menu option provides information about the app itself, including the version number. You might need to provide this information to the system administrator from time to time.
- Page 4 Before you begin Get a detailed description and approximate time of the issue from the phone user. To retrieve log bundles from the phone, you must first enable Web Access through the Cisco Unified Communications Manager Vendor Specific Option. To retrieve log bundles from a problem report upload URL server, you must first define the problem report upload URL in the phone's Cisco Unified Communications Manager Vendor Specific Configuration Layout fields.
- Page 5 Troubleshooting Retrieve Problem Report Log Bundles • Locate the log bundle on the problem report upload URL server. To locate the file, it may help to search by MAC address or the string LogBundle. Note Troubleshooting...
- Page 6 Troubleshooting Retrieve Problem Report Log Bundles Troubleshooting...