8831 phones unregistering randomly

[amine..dahel]

Hi everybody,

I'm working on CUCM 7 centralized cluster and conference IP phones 8831 whose firmware version is: sip8831.10-3-1SR1-1 among other IP phones.

I'm encountering this random issue: on this site, only the 8831 phones are unregistering  randomly.

Can you, guys, give me some tips or possible root causes for this issue?

Thanks in advance, guys.

[Manish Gogna]

Hi Amine,

A few things to check / try:

1. Try swapping the 8831's with other phone models to see if the issue follows the phone or switchport

2. Check for any errors on switchport where these 8831's are connected

3. Check the Application logs in RTMT to see the  reason code for the unregistered event

4. If the issue started after any firmware upgrade then try downgrading to the previous version

5. Enable a packet capture on one of the 8831's as that will give the exact details of the issue

Manish

[amine..dahel]

Thank you Manish for these tips, I have some questions about these tips:

1) How to check errors on a switchport?

2) How to collect Application logs on RTMT about the concerned 8831 phone (too many possibilities)?

3) how to enable packet capture on a 8831 Ip phone?

Thank again for your support, Manish.

[Manish Gogna]

Switchport and interface troubleshooting varies with platforms and for CatOS and Cisco IOS

http://www.cisco.com/c/en/us/support/docs/switches/catalyst-6500-series-switches/12027-53.html

You can download the application logs from RTMT for a server to which the 8831's are registered and then search for the mac addr of any one of the 8831's that experienced the issue.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/7_1_2/rtmt/RTMT/rtmtvw.html

If i am not wrong this 8831 does not have  a PC port so the span needs to be enabled on the swicth. You can configure SPAN as per the following guide

http://www.cisco.com/c/en/us/td/docs/switches/lan/catalyst3750x_3560x/software/release/12-2_55_se/configuration/guide/3750xscg/swspan.html#pgfId-1036829

Manish