Looking for any advice on CP-9971 troubleshooting

[CaseFile]

CUCM is on version 8.5.1.12900-7
CP-9971 Active Load is sip9971.9-2-2
The phone will just reset at odd times. If you are on a call, and it resets, it will cut you off. We have 2 of the 9971's, and they both do it, but not at the same rate. Can anyone give me a direction for troubleshooting this issue ?

 

[CaseFile]

I found a procedure to SSH into the 9971 and pull down logs.
I get through the first user and password with what I put in the Secure Shell section of the phone. But then it asks for a 2nd login and password, which user and password are they looking for ?

 

[whykap]

I would start with looking at the RTMT tool and pulling ccm debugs for the time the phones reset. You will get reason codes why they reset.
If you are not familiar with RTMT look up real time monitoring tool on cco for the admin guide. You can download the plug in for your pc from your call manager server directly.

 

[trvlr1]

Are these phones POE or powered by a "brick"? If not POE have you checked your power to these phones to make sure it is good? I assume you have other types of IP phones not seeing the issue, but maybe 9971's are a bit more sensitive ....?

 

[CaseFile]

They are POE, and only the 9971's have had the problem.