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CAD 8.5 login fail: error with your phone and JTAPI or Unified CM.


My customer has one agent login fail with this error. I try to re-associate phone device with rmcm user but it still the same. I think it invole with that phone (ip communicator) bacase this agent change hardphone to this phone, the she cannot login cad. Ortherwise other user can login with this softphone.

I found cad log as below.

- Login Failed:

2020-06-26 22:21:24:847 INFO STD0004 Client <CPDGlobals> connected to service at <>.
2020-06-26 22:27:13:691 INFO DESK1049 Releasing Agent License...
2020-06-26 22:27:13:692 ERROR DESK3113 Unknown exception while releasing the license(s)
2020-06-26 22:27:18:879 INFO STD0005 Client <Calabrio LDAP> disconnected from service at <>.
2020-06-26 22:27:18:981 INFO DESK1006 LDAP auto-recovery message received.


- Login successful: 

2020-06-26 22:33:13:148 INFO LC0000 Connected to Calabrio LDAP server on <>.
2020-06-26 22:33:13:149 INFO STD0004 Client <Calabrio LDAP> connected to service at <>.
2020-06-26 22:33:13:356 INFO DESK1122 Get Update Flag from LDAP successfully.
2020-06-26 22:33:13:399 INFO SPUD0000 Successfully launched update from <C:\Program Files (x86)\Common Files\CAD\bin\update.exe>.
2020-06-26 22:33:23:378 INFO LRMS0004 LRMClient is connected to the service at <>.
2020-06-26 22:33:23:784 INFO VOIP4020 Created the LDAP recovery thread.
2020-06-26 22:33:26:796 INFO DESK1048 Load the Agent Profile.
2020-06-26 22:33:39:670 INFO DESK1101 Verify agent license.
2020-06-26 22:33:39:996 INFO DESK1119 Load the agent configuration.


I'm not see any relate log in MIVR log as well.


Please help ^ ^