Associate device with RM JTAPI provider

[Coeurjoli_Martinez]

I have one user that was working and then today stopped working, user is using a soft client.  The user does not have a physical phone only a soft client.  I have searched for the error message below and all the solutions deal with applying a MAC address to the profiles.  There is no MAC in this case.  Any other suggestions??

I have followed the following link below without any luck.

https://community.cisco.com/t5/contact-center/jtapi-user-phone-association/td-p/1961225

LOGIN FAILED DUE TO A CONFIGURATION ERROR.  PLEASE ASK YOUR SYSTEM ADMINISTRATOR TO ASSOCIATE YOUR PHONE WITH THE RM JTAPI PROVIDER USER ID ACCORDING TO THE INSTRUCTIONS IN THE ADMINISTRATOR GUIDE.

[Chris Deren]

There is always a MAC/device name address of the device user logs onto with Extension Mobility.  But with EM you need to also associate the EM profile with the RmCm application user (hopefully it's defined with this or similar name in your system, if not you can look it up on UCCX configuration)  not JTAPI user.