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A device reset provides a way to reset or restore various configuration and security settings or provides a way to recover the device if the device encounters an error.
The following procedure describes the types of resets that you can perform.
Note | All three reset methods cause deletion of all user data and reset all settings from the device. |
The following occurs on a device when you perform a reset:
User configuration settings - Reset to default values.
Network configuration settings - Reset to default values.
Call histories - Get erased.
Locale information - Reset to default values.
Security settings - Reset to default values; this includes deletion of the CTL file and change of the 802.1x Device Authentication parameter to Disabled.
Note | Do not power down the device until it completes the factory reset process. |
Cisco DX Series devices receive configuration changes and load upgrades from Cisco Unified Communications Manager. The following protocol describes how the device handles change requests:
Reset waits for active call to end.
If the device screen is on, user receives a popup dialog box that notifies the user about the changes and the need for restart. The dialog box provides the following options:
Restart: Dismisses the popup dialog box and restarts the device (default action).
Snooze: Dismisses the popup dialog box for an hour. The user can set the device to snooze for a maximum of 24 hours, after which the device will restart.
Note | The popup dialog box has a countdown timer of 60 seconds. The default action begins if the user does not act. After the user sets the device to snooze, the user has the option to manually reset the device at any time from the notifications list. |
This feature allows you to lock a device from the Device Configuration window in Cisco Unified Communications Manager.
When the device receives a remote lock request, the device immediately terminates any active calls, and the device locks. If the device is not registered with the system at the time of the request, the device is locked the next time that it registers to the system.
Note | After you issue a remote lock request, the request cannot be canceled. |
This feature allows you to erase the data on a device from the Device Configuration window in Cisco Unified Communications Manager.
When the device receives a remote wipe request, the device immediately terminates any active calls and erases the device data. If the device is not registered with the system at the time of the request, the data is erased the next time that the device registers to the system.
Note | After you issue a remote wipe request, the request cannot be canceled. |
The data migration feature ensures that a factory reset is not required when data incompatibility exists after a firmware upgrade.
Note | Data may still be lost upon downgrade to an earlier release of firmware. If you upgrade to a newer firmware release, you may not be able to revert to an earlier release without losing data. |
If you downgrade to earlier firmware and the device is not able to migrate data, you receive an alarm. Instruct the user to back up the user data or perform a remote wipe of the device. When the device registers to Cisco Unified Communications Manager, the device detects prior factory resets, overrides migration, downgrades, and reboots. When the device reboots, it loads the downgraded firmware.
You can turn on debugging log profiles remotely for a device or group of devices.
To successfully use some of the features on their devices, users must receive information from you or from your network team or be able to contact you for assistance. Make sure to provide end users with the names of people to contact for assistance and with instructions for contacting those people.
Cisco recommends that you create a web page on your internal support site that provides users with important information about their device.
Users submit problem reports to you with the Problem Report Tool.
Note | The Problem Report Tool logs are required by Cisco TAC when troubleshooting problems. |
To issue a problem report, users access the Problem Report Tool and provide the date and time that the problem occurred, and a description of the problem.
You must add a server address to the Customer Support Upload URL field on Cisco Unified Communications Manager.
If you are deploying devices with Mobile and Remote Access through Expressway, you must also add the PRT server address to the HTTP Server Allow list on the Expressway server.
A sample script is shown below. This script is provided for reference only. Cisco does not provide support for the upload script installed on a customer's server.
<?php // NOTE: you may need to edit your php.ini file to allow larger // size file uploads to work. // Modify the setting for upload_max_filesize // I used: upload_max_filesize = 20M // Retrieve the name of the uploaded file $filename = basename($_FILES['prt_file']['name']); // Get rid of quotes around the device name, serial number and username if they exist $devicename = $_POST['devicename']; $devicename = trim($devicename, "'\""); $serialno = $_POST['serialno']; $serialno = trim($serialno, "'\""); $username = $_POST['username']; $username = trim($username, "'\""); // where to put the file $fullfilename = "/var/prtuploads/".$filename; // If the file upload is unsuccessful, return a 500 error and // inform the user to try again if(!move_uploaded_file($_FILES['prt_file']['tmp_name'], $fullfilename)) { header("HTTP/1.0 500 Internal Server Error"); die("Error: You must select a file to upload."); } ?>
Evaluate whether the issue is a device issue or a problem with the application. If the problem is application related, contact the application support center directly.