6900 Handset Diagnostics & Troubleshooting

Diagnostics

There may be circumstances where Mitel support ask for information to diagnose faults. The service that handles 6900 handset requests will log to the normal Mitel Communication Service destinations. Logging for this service is enabled/disabled using the standard 'Logging' settings within the MCS website.

For more information, please refer to the Logging section of the Technical Manual.

Handset Log Retrieval

In addition to the logs generated by the server, each handset can be configured to upload diagnostic information to the server.

To enable logging for a specific handset, navigate to the 'Configuration\Features\6900 Handsets\Phones' page of the MCS website. Select the specific handset and press the 'Edit' button. Check the 'Enable Diagnostics' button then press 'Save'.

For information on enabling this feature on a handset centrally, please refer to the 6900 Handset Phones section of the Technical Manual for more information. Ensure that the Syslog IP address has been configured for the 6900 Handsets in the External Addresses section of the MCS website.

Once logging has been enabled and any problem/fault has been recreated on the phone, the logs can be downloaded from the phone using the following steps:

1. Press the settings button on the phone and the press the 'Log Issue' button:

After pressing the 'Log Issue' button, a message will appear on the phone stating 'Please wait..'. Wait until this message disappears before continuing to the next step.

The 'Log Issue' button will not appear until 'Enable Diagnostics' has been configured against the phone on the MCS website.

2. Navigate to the website built into the phone using a web browser (default login - admin/22222). Load the 'Troubleshooting' page, the locate the 'Get Log Files' option within the 'Support Information' section. Press the 'Save As...' button to download the logs from the phone.

Troubleshooting

No Keymap After a Reboot

If there is also a 'No Service' message showing on the phone, address this issue first.

The most likely cause for this is incorrect configuration server details stored persistently in the phone. This can be checked by accessing the phone's Web UI (admin/22222) and browsing to the 'Troubleshooting' section. Press the 'Save As...' button next to the 'Get server.cfg' item and open the file in notepad or similar. Check the 'Created ...' date, this should be within 24 hours if the phones are still configured to auto update every night (which they are by default). Also, check the '^https server:' configuration item, it should be the DNS path for the server which is configured in the 'Client Locations' section of the MCS website.

To resolve the issue, either default the phone so that it picks the DHCP option 66 or mDNS settings again to find the MCS again or manually retype the configuration server settings in the 'Configuration Server' area of the website:

Download Protocol: HTTPS
HTTPS Server: [external IP Address or external DNS name of the MCS server]
HTTPS Port: 8202

If the configuration server details already show this but the server.cfg show different details, the phone is currently using updated details passed through XML but has not stored them locally so is losing them on reboot. To update the Configuration Server details, change the 'HTTPS Server' through the Web UI to something different, then change it back again. This will force the phone to store them locally.

No Service showing on the Handset

The most likely cause of this is incorrect match of the device username and password set on the PBX and in the MCS.

This can be identified in the HandsetLifeCycle logs for the handset stored by default in %ProgramData%\Mitel\Mitel Communication Service\Logs\Handset\logs\Handsets\<MAC of handset>

You will see a line similar to below:

14:34:20.7933 : [ 35] RequestController : SIP Registration Regevent registration params SipUsername=14638,DisplayName=14638,SipAuthName=14638,ProxyUrl=192.168.106.1,ActiveProxy=192.168.106.1,IncomingName=Unknown Name,LocalIp=172.19.23.7,CallDuration=0,RegistrationCode=401,LineIndex=0,RegistrationState=REFUSED　

The highlighted items show a 401 error indicating authorization failure.

Ensure the SIP username and password match for the device between the PBX and MCS device configuration. Changes will be pushed to the handset and it should connect.

Remember that when connecting any SIP device to the MiVoice Office 250, the 'SIP UDP Listening Port' must be enabled in the 'Advanced IP Settings' section. Currently a reboot of the phone system is required after enabling this.

Remote Handset Connections

For remote handsets, ensure the following items have been checked:

MiVoice Office 250
- SIP extension has configured Use Registered Username and NAT address type set to Native (see 6900 Handset SIP configuration - MiVoice Office 250 section in the Online help or Technical Manual)
- Check the Set-Side username and password matches the SIP device username and password
MCS Server
- Local and remote nodes are configured and the external address of the MBG is in the NAT IP Address section (see 6900 Handset SIP configuration - Node IP Addressing section in the Online help or Technical Manual)
- Check the Set-Side username and password matches the SIP device username and password in the MCS server (see 6900 Handset SIP configuration - SIP Device Authentication section in the Online help or Technical Manual)
- Check the ICP-side username and password match the SIP device username and password on the MiVoice Office 250

If any changes have been made to a remote configuration while the handset has 'No Service' then the change will only take effect once you reboot the handset

Web Recovery Mode

When deploying a 6900 handset or after an environmental change you may find your 6900 handset using SIP firmware is in an unrecoverable state. This can occur if the handset fails to receive a DHCP address or it is in a constant loop and the settings of the handset or the web interface cannot be accessed.

Once the phone has rebooted and failed 10 times in a row it will put itself into 'Web Recovery Mode'.

To manually place a handset into 'Web Recovery Mode', hold down '1' and '#' while the handset is booting up.

The handset should have an IP address which should be displayed on the screen. Navigate to the phone's web interface using the IP address provided.

Once on the website, select 'Upgrade Software' from the left-hand menu. You will need to browse to the relevant model number's '.st' file (there is a specific file for each model type) and upgrade the phone to the chosen firmware version.

The '.st' files are available from the MiVoice Application Suite server in the following location:

'C:\ProgramData\Mitel\Mitel Communication Service\Net Store\Firmware\[Version]'

Once complete, the phone will reboot and will be back to default.

If using a Bluetooth handset or other peripherals, these will now need to be re-paired.

Manual Firmware Updates

This section outlines how to perform a manual firmware update on a 6900 handset.

This should be used to update a 6900 Handset from MiNET to SIP Firmware at a remote location followed by configuring the Configuration Server described in the next section

Requirements:

A TFTP server ( such as TFTPD64)
The .st firmware file for the model handset you require (These are available from the MCS server %ProgramData%\Mitel\Mitel Communication Service\Net Store\Firmware)
IP address of the 6900 Handset (use settings and status on handset to find this)
IP address of the TFTP server

Steps:

Place .st firmware file in the TFTP server directory (ensure that no MiNET files are present.
Press the gear button to go into setting on the 6900 phone.
Select 'Advanced' settings (default password is 73738)
Select 'Network' then 'Static' settings.
Enter the IP address of the TFTP server then press 'Save' (ensure your IP phone has an IP address assigned)
Select 'Restart' from the base settings screen on the phone.
The IP phone will attempt to download MiNET firmware on boot up. When not found, it will subsequently download the SIP firmware.

Remote Phone Configuration for SIP Firmware

If you have just updated the firmware on a remote 6900 Handset from MiNET to SIP then complete the following steps to enable the phone to connect to the MCS server

Add the configuration server details on the phone manually, press the settings button () on the handset, then press the 'Advanced' key along the bottom of the screen.
At this point you will be prompted to enter the administrator password. The default SIP password is '22222'.
Once the password has been accepted, use the navigation keys (D-pad) or touch screen on 6940 & 6970 to navigate to the 'Configuration Server' section.
Populate the following entries:

Download Protocol: HTTPS
HTTPS Server: [external IP Address or external DNS name of the MCS server]
HTTPS Port: 8202
Cert Validation: false
Press 'Save' and then reboot the handset.

After a reboot, the phone will connect to the MCS server. The MCS server will provide over HTTPS connection information and will then tell the phone to reboot.

It is possible that there will be more than one reboot at this stage as the firmware update is completed

The handset should now be registered with the MCS server.

The Phone will have Line 1 and Line 2 showing as the Top Sofkeys.

Unlike for local deployment as 'Setup' button will not be available and the SIP extension needs to be configured in the MCS server.

The 'Phones' page within the configuration section of the MCS website can be used to view whether the handset has been identified. The MCS uses the handsets MAC Address to uniquely identify it.

Restoring MiNET Firmware

If required, the firmware on the handset can be restored to a MiNET version.

Requirements:

A TFTP server ( such as TFTPD64)
The MiNET firmware file for the model handset you require
IP address of the 6900 Handset (use settings and status on handset to find this)
IP address of the TFTP server

Steps:

Place the MiNET firmware file in the TFTP server directory
Start the TFTP server
Using a web browser, connect to the web page of the phone using the IP address of the phone (Default Username - 'root', Default Password - '73738' on MiNET firmware and Default Username - 'admin', Default Password '22222' on SIP firmware)
Select 'Reset' then select 'Restore To Factory Defaults'. At this point the phone will reboot. When it has completed it's reboot, repeat step 3 to log back into the website.
Select 'Firmware Update', complete the form:

Enter the name of the firmware file in the filename box
Enter the IP address of the TFTP server in the Server box
Select Download firmware
Firmware will download and then the phone reboot (note this can take several minutes)

It is important to factory default the phone before restoring to MiNET firmware to avoid complications.