3905 phones

[clark white]

Dears,

I have a cluster of CUCM 10.5.2.12901-1, I have 2 types of phones 3905 and 8841&8961,  the 3905 phones losses the connection in unspecified intervals with cucm and takes the new ip address everytime but there is no issue with 8841 phones or other phones.

I have collected the traces and have seen the reason code :10 if you do a search in the attached file for reason code 10, there are multiple phones unregistering,can anybody share his experience with traces attached to confirm me what is the reason code 10 actually means.

DN: 1955

timings :13:18

model:3905

thanks

[Mohammed Khan]

Reason Code refers to TCP Timeout.

07240648.013 |13:18:27.807 |AppInfo  |EndPointUnregistered - An endpoint has unregistered Device name:SEP346F9016352B Device IP address:10.41.57.89 Protocol:SIP Device type:592 Device description:Siham Al Alawi Reason Code:10 IPAddressAttributes:0 App ID:Cisco CallManager Cluster ID:StandAloneCluster Node ID:DGRD-CM-PUB

Couple of thingd you can try

++ Upgrade 3905 phone firmware to latest one.

++ Use static IP address and check if that makes any differene.

++ Collect below logs

- Detailed Cisco Callmanager Logs

- Event Viewer - Application Logs

- Wireshark from phone and CUCM.

[clark white]

Dear Mohammed,

Reason Code refers to TCP Timeout.

can you show a cisco document mentioning the reason code as a TCP timeout.

++ I have upgraded to the latest firmware but there were unexpected results so I returned to 9.4.1

SR1

++ will use static Ip address and will post but currently I am out of office

++As uploaded before with only Call Manager logs will collect logs again with enabling application logs and also the wireshark.

thanks

[HARIS_HUSSAIN]

Reason Code 10 refer to "DeviceUnregistered - The device has explicitly unregistered. Possible causes include a change in the IP address or port of the device. No action is necessary; the device will re-register automatically."

From Cisco Guide 

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/err_msgs/8_x/ccmalarms801.html#CCM_CALLMANAGER-CALLMANAGER-3-EndPointUnregistered

[clark white]

Dear Haris,

I have seen the port status on the switches it doesn't shows any line down or protocol down  in the switch logging.

How I shld justify the windows administrator the ip phone is unregistering becz it is loosing ip from dhcp server.  and this is happening 50  60 times in a day for 300 phones,

I have 2 floors for my office on 1st flr there is no problem on the phones but on 2nd floor I am facing the issue, the DHCP server is same for both 1st and 2nd flr, I have 3905 phones on 1st flr even but they are not unregistering on 2nd flr, so the issue is suspected in 2nd flr connectivity between access & core switches , my cucm is connected on core switch.

Please share your inputs they will lead me to success.

thanks

[HARIS_HUSSAIN]

What is Shown in Phone Status Messages.

Go to Device Page of phone which unreregisters, 

Set Web Access To Enabled. Reset Phone,

And browse to Phone Ip and Post a snapshot of Status Message and attach the Console Logs

[clark white]

Dears,

Attached are the logs but can't see much becz I think those has been overwrite. Also the screen shot provided above is not as same as such in my phone.

thanks

[HARIS_HUSSAIN]

Didn't find much information.

I think the issue is with the Infra, as it is not happening on other floors.

You need to do a packet capture on phone port to see why it is re-registering.

Check on DHCP server side as phone ip is changing after reset.

Thanks

Haris

[clark white]

Dear Haris,

attached is the phone logs

it is disconnecting TCP transport destroyed with reason 70016,it has registered on time 10:08

I faced the problem with other floors also,

what is the action plan  do further to sort the issue.

thanks

[HARIS_HUSSAIN]

Didn't find anything useful,

I suspect some bug in firmware , Try to upgrade to latest version.

You can upgrade one phone or couple of phones for testing.

Thanks

Haris

[clark white]

Dear expert

I have upgraded the phones but still the same, I don't see any thing in LAN switches no spanning tree issues, no hike cpu , memory , interface utilization are under controlled, trunk link utilization is also normal,

 what has to be done and check from CUCM end please suggest, I am collecting the captures from CUCM but the captures runs only for 10 min and it stops automatically without pressing the crtl C and the phone disconnection is intermittent how I can solve the problem.

thanks

[HARIS_HUSSAIN]

Collect the logs from rtmt.

also start a packet capture on a phone and wait for issue to reoccur.  analyze the packet capture logs. You can use span to pc port option to capture packets on pc connected to the phone

[clark white]

Dear Haris,

Collect the logs from rtmt.

as requested the logs are attached in which CM logs, and event viewer application  logs were selected and have seen many phones were reset's

the problem is there are multiple phones who resets if I start the capture for 1 phone and my be that phone will rest after 4 hr 5 hrs I don't know when the problem will occur on that phone

May I m asking something wrong but correct me,,  the console logs of phones are not showing the same as what will be seen in the PC capture through span to pc port ???

[HARIS_HUSSAIN]

Dear Clark,

Did not find the packet capture or Event Viewer Logs. 

In SDL Log it is the same Reason Code 10.

Did you tried to use Static IP !!

What is shown in Packet Capture !!

Try to isolate the issue

--> Try with Static Ip : Ip phone working with static IP Issue could be on DHCP or Infra side

--> try to register phones to UCM Sub.

--> Try to connect some phone at different points in Network say directly in UCM Subnet,  On different floors etc. If phone is working fine at one location and not working another there is something wrong in the Infra

--> Check if there is any firewall in between phone and UCM

Involve Cisco TAC if you can.

Thanks

Haris

[clark white]

Dears

couldn't find the guide for cisco 3905 to assign static ip address on the phone, can anybody help me.

I m referring to the below link I can see the existing DHCP ip address how I can edit that I don't see any backspace keys to add a new static ip address

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cuipph/3905/10_0/english/admin_guide/IP05_BK_A6E3F5AB_00_adminguide-3905-10_0/IP05_BK_A6E3F5AB_00_adminguide-3905-10_0_chapter_011.html#IP05_TK_S6D2A363_00

thanks