Finesse - CIPC Connection Error and logout - 50002 and 50003

[abraham23482]

We have a 200+ agents hosted call center running UCCE. Agents are on Finesse and CIPC. Since the 2 months we are facing several issues with Finesse and CIPC.
Either CIPC gets unregistered causing finesse to logout. Or Finesse alone displays an error saying connection error. The reason code from UCCE are 50002 or 50003.
This is not happening for all agents at once. It is randomly happening across the floor but very frequent with 40-50 issues reported every day.
We have been working with the hosted service provider (their IPT team, network team) , Cisco TAC, our Network team and they did extensive troubleshooting on the network since the reason codes were pointing to the network. Run debug / and packet capture on every single hop from the agent laptop to the UCCE/CUCM. All they could all find was that the at some point when an agent is reporting an issue the client laptop stops responding to the server and server resets the connection.
Action Taken
1. Upgraded all laptop BIOS and NIC card drivers
2. Upgraded all CIPCs to version 8.6.6.14 (Got this release directly from TAC)
3. Added exception rules in McAfee running on the laptops to make sure that the traffic from the hosted provider is not blocked in anyway.
CIPC version: 8.6.6.14
Windows 10 mostly and some Windows 7

I am attaching a CIPC log file from an agent when the disconnection happened. I am attaching the file from the specific time slot to point to the same time frame. 

Thu Oct 03 11:08:44.203 : DET : ( 3448) SIPCC-ENTRY: LINE 59/1: sipTransportSendMessage : Stopping reTx timer

Thu Oct 03 11:08:44.203 : DET : ( 3448) SIPCC-SIP_STATE: 59/1, sip_reg_sm_change_state: Registration state change: SIP_REG_STATE_UNREGISTERING ---> SIP_REG_STATE_UNREGISTERING

Thu Oct 03 11:08:44.280 : ERROR : ( 3448) SIP : sip_tcp_newmsg_to_spi : RCV: TCP message=

The above 3 log lines are the ones we see in all agent CIPC logs and they are logged several times during the day in all og files. Could someone shed some light? 

[Larry Roberson]

You will want to install the 8.6.6.14 version. I am running 45 remotes on this CIPC version. Get it from TAC.

[Lee Walsh]

Bump - following for updates. We are experiencing the same issue with CIPC v8.6.6.14/17, Windows 10, UCCE 12.6. Just migrated to 12.6 this past weekend and encountering this 500003 reason code. 

Any updates?

[bill.king1]

Unfortunately IP Communicator is no longer supported https://www.cisco.com/c/en/us/products/collateral/collaboration-endpoints/ip-communicator/eol-notice-c51-740383.html as of Sept 30 2022 so you may have a hard time getting support from Cisco on this.

[Lee Walsh]

Bill, just tried to open a TAC case on CIPC v8.6.6.14 with this pair of NR codes and was told with the EOS date, they cannot do anything.

Anyone encounter a BUGID that I can review with any possible work-arounds. One agent today had her phone knocked for nearly 2 hours and then suddenly started working again.

LW

[bill.king1]

Unfortunately once it is end of support like in that link, you're pretty limited as far as what support Cisco will offer you. Can you set up another agent with a physical phone or Jabber to try and recreate the issue on a device they do support?

[david.macias]

This has to be a network or computer issue as CIPC has been rock solid for over a decade. Is this happening to the same type of computer? Is the error happening around the same time of day?

david