6941 Rejected in CUCM

[Justin Hale]

hi All,

Im running CUCM 8.0.3

Some users reported their phones stoped working. In CUCM the phones in question have a "Rejected" Status.

i check RTMT and also see them Rejected and the apparent reason is "AuthenticationError".

i just reset a previously registered phone, and now it also has the same Status of rejected.

has anyone seen this before

[Aman Soi]

Hi Justin,

Any change which was done in Call Manager or IP phones?

regds,

aman

[Justin Hale]

last thursday,

i uploaded SCCP69xx.9-3-3-2, but only updated a few phones for testing. according to my "firmware load" details,..only the 3 phones i specified have this new image.

i have checked RTM again, and can see around 200 phones all rejected and saying "AuthenticationError"

my device default is still set to SCCP69xx.9-0-3-0

[islam.kamal]

Hello

Please tell me (about registeration of your Cisco Ip phones (auto or not)) , the CUCM group (what inlcude inside)?.

thank you

[Justin Hale]

last thursday,

i uploaded SCCP69xx.9-3-3-2, but only updated a few phones for testing. according to my "firmware load" details,..only the 3 phones i specified have this new image.

i have checked RTM again, and can see around 200 phones all rejected and saying "AuthenticationError"

my device default is still set to SCCP69xx.9-0-3-0

[islam.kamal]

Hello

kindly follow the below

1- For device - device setting - device default - make sure that the right firmware  for the required IP phone 6941 SCCP69xx.9-0-3-0 .

2- restart TFTP

2-Please do no add the firmware to device configuration  using Phone Load Name ( device - phone - on device page ) . if you did this please make load information  empty. This to allow the IP phone to get the Firmware directly from TFTP.

after that reset , restart H/W.

Thank you

please rate if this will help

[Aman Soi]

Hi Kamal,

I think firmware should be set to SCCP69xx.9-3-3-2 in Phone Load Name sine the problem started due to this Load.

regds,

aman

[Justin Hale]

Hi

SCCP69xx.9-0-3-0 is already in device defaults for 6921/6941/6961. i restarted TFTP services anyway. will get the users to reboot phones.

my 3 test phones have SCCP69xx.9-3-3-2 in Phone Load Name and are working as expected.

i cant explain what has happened here,..this has never happened to me before after adding firware files.

i will let it sit for a couple hours and see what happens

[islam.kamal]

Hello

you have two ways to upgrade

1- using device default

2- Phone load name

one of them , if you will use two ways you will face problems.

Thank you

please rate if this will help

[Justin Hale]

the CMG for this device pool is not configured for Auto-registration. only a CMG we use for staging has auto-registration.

all these phones are install 6 months ago using BAT.

cheers

[piyush aghera]

Hi Justin,

What is the Active Load ID for your 3 test phones which are running SCCP69XX.9-3-3-2.

Are all your phones in the same geographical area as your CUCM; or the phones are downloading the firmware via WAN.

Thanks.

[thijs.vandecasteele]

Check the phone load field for typo's. The authentication error is thrown when the phone tries to download an image for another phone type. (for example SCCP41... on a 7942 device.

[Justin Hale]

The active phone load for the 3 test device is "SCCP69XX.9-3-3-2" there are no typo's i can see. all phones are 6941 and have the correct device type.

i checked a phone that should not have the new image, but it looks like it does,..and the old image it 9-0-3-0. i dont know how this happened if device default still say 9-0-3-0 and the phone load field is empty.

hmm

[islam.kamal]

Hello

You have use the below

device default - use  SCCP69XX.9-3-3-2 (new image) , then restart TFTP .After that restart all IP phones H/W restart ( unplug ethernet cable and plug it again). That is all

You have two ways for upgrade

1- Load phone information  (SCCP69XX.9-3-3-2).

2-In device default

phone type (6941)    (SCCP69XX.9-3-3-2).

You can not use the two at the same time  , I recommend to you the second . Please try

Thank you

please rate if this will help

[Justin Hale]

Hi,

I want to keep 9-0-3-0 for now. TFTP restarted.

tried a hardware reset, but no good, had to do factory reset then it registered no problems.

Are you sure you cannot use both methods at the same time?

As examble 6941/6921 have issues with voice quality when connected to 2960PS switches. so im another office we use image "SCCp69xx.9-2-0-79.r841rel" advised by Cisco. For these phone we only updated the "phone load" using BAT for these specific devices connected to 2960S switches.

We have done this for 3 years without issue.