We recently upgraded our phone infrastructure from 11.5.x to 12.5.x. This phone was being used by a remote employee (via MRA) before the upgrade. After the upgrade, the phone did not appear to get the necessary firmware update (appears to be a couple of versions behind actually). We do not have activation codes turned on in call manager so I don't know why this phone is asking for a code. I have it back in the office and connected to our LAN now. I am tempted to do a factory reset on the phone to see if that would allow it to register properly with call manager. The phone is configured in call manager and was working previously. Any thoughts on the best way to proceed here?
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It should be enter activation code OR services domain, if you're using MRA, the user should have entered your MRA domain and then enter the credentials.
If it's on-prem and it gets the TFTP address from DHCP it should try to register, if there's no TFTP, or it's unreachable, then it would show the activation code or services domain.
If it does get the TFTP and it's stuck on that message, you then want to try the factory reset.
Option 150 is setup in DHCP and the TFTP server is working. I was able to connect to the web interface on the problem phone. The UI is totally different from any other 8851 on our network. It shows Cisco IP Phone for 3rd Party Call control. I tried a factory reset and it made no difference.
This is the web interface on the non-working phone that is asking for an activation code.
This is the web interface from a working phone on the network.
Working phones on the network are all running 14.x firmware whereas the problem phone is running an 11.x firmware. I am thoroughly confused as to how this thing went from a normal working phone to this 3rd party stuff.
OK, then it makes sense it only asks for the activation code as that's meant for Cisco Webex and MRA is not used.
But yeah, that doesn't happen automagically, there's a whole process you need to follow to migrate from enterprise FW to 3PCC/MPP firmware along with a one time/one way use license you need to get that enables the migration. If you're interested, see details at upgrade.cisco.com
That FW is not meant for CUCM, it's not supported to use that kind of FW on CUCM, only on 3rd party PBX or Cisco Webex.
I'd discuss with whoever gave you that phone what they did, because this doesn't just happen without user intervention.
Go to Device Defaults under "Device --> Device setting" on CUCM. Check for the "On-premise Onboarding Method" for the specific phone model facing issue with. Set it to "Auto Registration". This is for Non MPP phones