Determining if the Unit is Defective

Document ID: 108816

Updated: Dec 12, 2008

Introduction
What are the things that I need to do to determine if my unit is already defective?
Related Information

Introduction

This article is one in a series to assist in the setup, troubleshooting, and maintenance of Cisco Small Business products.

Q. What are the things that I need to do to determine if my unit is already defective?

Here are some troubleshooting guidelines that can help to determine what's wrong with the unit.
Please answer each one of these questions:

Do you see link light on your switch / router port where the SPA is connected?
If not, please make sure that Ethernet / cable connection is secure. If yes, does the SPA respond to ping?

Do you hear the voice menu after pressing ****?
If not, please unplug the Ethernet cable, and press **** again, then check if you now hear the voice menu?

Note: Just in case you are able to access the IVR, reset it back to factory default settings. Dial 73738# and press 1 to confirm the reset.

Do you see a blink pattern on the status LED?
If yes, please run our recovery tool. Please send a request to sipura-support@external.cisco.com indicating the model of your SPA device which is in S.O.S. mode. Or you may also request this from your dealer/distributor.

Note: The 1x long and 2x short means no Ethernet connectivity is detected. Check your cable. You can also inspect the RJ45 socket of the SPA.