Branch phones not registering on H.O. Call manager - Page 2

Fazal E Rasool Khan · ‎01-01-2013

Hi Guys,

Need your support on the below issue.

I am trying to register the new branch office phones to the head office call manager (7.1) version. At the head office there is a ASA firewall.

At the branch site router works as h.323 gateway and in CUCM its registered unger (Device>Gateway)

IP Phones get the IP address form branch local router and in Option 150 i mention 3 subscriber and first is publisher and rest 2 are subscriber as per the priority in Head office.

IP phones obtains the IP and from DHCP pool (checked show ip dhcp binding) and try to register to call manager and i looked at firewall debugging requests are coming form IP Phone ip address to publisher IP address. I added the phones manually in the publisher with appropirate device pool, partion we are using as internal for all head office and branch office phones.

At the firewall ports TCP 2000 and 80 U DP 2000,80 and 69 open.

I am unable to understand where the problem. Eventhough i made one phone as factory reset but it did not get the firmware from TFTP. I checked TFTP service is activated in call mangaer.

Ping is block through firewall so cant ping IP Phone form Call manager OS admin ping utility.

IP Phones keep showing Registration and sometime it get the data and time and some dummy extentions.Auto registration is disable

Please have a look at the attached and Further troubleshooting suggestions will be helpful.

Looking for some replys

Thanks.

Fazal E Rasool Khan · ‎01-02-2013

i downloaded the firmware from cisco site today and uploaded on branch router for 7942G phone, this IP phone firmware also exist in call manager as other sites phones (old sites) are working fine

Firmware what i downloaded form cisco site is "cmterm-7942_7962-sccp.9-3-1SR1-1"

It was trying to downloading "term42.default.loads" on phone and then phone restart again.

Ayodeji Okanlawon · ‎01-02-2013

Fazal.

Most times this happens because the firmware 9.3-1SR1 is to high for the current firmware on the phone to download to.

The phone cant find the relevant firmware it needs. This happens when the phone cant upgrade to the firmware on the server because its present firmware is too old to upgrade directly to that on the server.

You will need a minimum of version 8.5 on the phones before it can upgrade to the current firmware

Because we dont know what firmware is on the phone, we have to do some guess work. Lets start by downloading firmware release 8.5 on the router. Ensure you remove the present firmware (all the files including the term42 files). Download a new firmware release 8.5 and put on the router and try again..

I am sure that the firmware on the phones are release prior to 8.5

You can read similar threads to this issue here..

https://supportforums.cisco.com/message/3712835#3712835

https://supportforums.cisco.com/message/3713241#3713241

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William Bell · ‎01-02-2013

You said that your firewall has the following ports open:

TCP 80,2000

UDP 80,2000,69

If the above list is all you have allowed through the firewall then I am not surprised TFTP would fail to work. You need to open UDP 69 and you need to account for the ephemoral port range that follows. The initial read request is sent to UCM on UDP port 69. The response from UCM will set up a new socket with a new UDP port that the client will use to send TFTP block acknowledgements back to UCM. If UCM does not receive the ACKs then it will try to retransmit the first block until it eventually fails.

So, when you say it can't download the config file then I am not surprised given what you have stated is the firewall config.

As noted by others, turn on Detailed tracing for the TFTP service on all TFTP servers (or at least the primary TFTP server as identified by option 150 config in DHCP). You can enable detailed tracing from CUCM Serviceability pages. You can get there by using the navigation drop down in the top-right of your CCMAdmin screen or by going to the URL: https://:8443/ccmservice). Then go to Trace>Configuration. Set the "Server" to your TFTP server IP/Name. Set "Service Group" to "CM Services". Set "Service" to "Cisco Tftp (Active)".

From here, set the Trace On flag to checked. Set the Debug Trace Level to Detailed and make sure all options under "Cisco Tftp Trace Fields" (including the checkbox next to this option) are selected (i.e. checked).

Once setup, do your test. You can then view the trace files using RTMT or the "file view" command from the CLI.

HTH

-Bill (http://ucguerrilla.com)

HTH -Bill (b) http://ucguerrilla.com (t) @ucguerrilla

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Fazal E Rasool Khan · ‎01-03-2013

Appriciate you reply guys and thanks for conitnues support.

I found one strange issue on the at the local site.

First I tried to ping from H.O. call manager server to voice gateway ip then it worked fine.

When i tried to ping to IP Phones form Call manager server it did not ping.

When default gateway at branch is pinging then there is no problem in routing.

Secondly, the important thing

I tried to ping IP Phones from branch routers it did not response. even i tried to select the source interface as voice gateway interface even though there is no response.

Seems the problem at the local site as i am unable to ping the phones from branch routers.

Will have a look into this.

Any suggestion on this issue.

Thanks for the continues support and help.

Ayodeji Okanlawon · ‎01-03-2013

Fazal,

Yesterday you said that when you placed the firmware on the branch router, from the debug you saw the phone requesting term42.default.load. If there is no is connectivity, the phone won't be able to contact the router, hence you won't see the debug output.

Sent from Cisco Technical Support Android App

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Fazal E Rasool Khan · ‎01-03-2013

Thanks for the reply aokanlawon

Even from the above firewall logs picture you can see that, phones reaching Head office firewall. Look source and destination.

I am also confused a bit, reachabliity is not a problem but ping did not worked.

today i took the router and phones at the lab to test and when i setup all as CME, phones got registerd but switch which i used in this setup is other than at site.

I will try to simulate the complete scenario as Head office and branch office and on router in between with BGP running.

To make sure everything will work.

Fazal E Rasool Khan · ‎01-03-2013

when i try to register the phone from branch office to head office i got the following tftp deug events. anybody came across this ?

Jan 2 08:43:21.972: TFTP: Server request for port 49898, socket_id 0x2BB5601C for process 327

Jan 2 08:43:21.972: TFTP: read request from host 10.26.24.6(49898) via GigabitEthernet0/1.10

Jan 2 08:43:21.972: TFTP: Looking for ITLSEPA41875284C6A.tlv

Jan 2 08:43:21.972: TFTP: Sending error 1 No such file

Jan 2 08:43:23.260: TFTP: Server request for port 52010, socket_id 0x2BB5601C for process 327

Jan 2 08:43:23.260: TFTP: read request from host 10.26.24.7(52010) via GigabitEthernet0/1.10

Jan 2 08:43:23.260: TFTP: Looking for term42.default.loads

Jan 2 08:43:23.260: TFTP: Sending error 1 No such file

Jan 2 08:43:25.972: TFTP: Server request for port 49898, socket_id 0x2BB5601C for process 327

Jan 2 08:43:25.972: TFTP: read request from host 10.26.24.6(49898) via GigabitEthernet0/1.10

Jan 2 08:43:25.972: TFTP: Looking for ITLSEPA41875284C6A.tlv

Jan 2 08:43:25.972: TFTP: Sending error 1 No such file

Jan 2 08:43:27.260: TFTP: Server request for port 52010, socket_id 0x2BB5601C for process 327

Jan 2 08:43:27.260: TFTP: read request from host 10.26.24.7(52010) via GigabitEthernet0/1.10

Jan 2 08:43:27.260: TFTP: Looking for term42.default.loads

Jan 2 08:43:27.260: TFTP: Sending error 1 No such file

Jan 2 08:43:34.032: TFTP: Server request for port 52074, socket_id 0x2BB5601C for process 327

Jan 2 08:43:34.032: TFTP: read request from host 10.26.24.6(52074) via GigabitEthernet0/1.10

Jan 2 08:43:34.032: TFTP: Looking for SEPA41875284C6A.cnf.xml

Jan 2 08:43:34.032: TFTP: Sending error 1 No such file

Jan 2 08:43:38.032: TFTP: Server request for port 52074, socket_id 0x2BB5601C for process 327

Jan 2 08:43:38.032: TFTP: read request from host 10.26.24.6(52074) via GigabitEthernet0/1.10

Jan 2 08:43:38.032: TFTP: Looking for SEPA41875284C6A.cnf.xml

Jan 2 08:43:38.032: TFTP: Sending error 1 No such file

Jan 2 08:43:42.032: TFTP: Server request for port 52074, socket_id 0x2BB5601C for process 327

Jan 2 08:43:42.032: TFTP: read request from host 10.26.24.6(52074) via GigabitEthernet0/1.10

Jan 2 08:43:42.032: TFTP: Looking for SEPA41875284C6A.cnf.xml

Jan 2 08:43:42.032: TFTP: Sending error 1 No such file

Jan 2 08:43:46.032: TFTP: Server request for port 52074, socket_id 0x2BB5601C for process 327

Jan 2 08:43:46.032: TFTP: read request from host 10.26.24.6(52074) via GigabitEthernet0/1.10

Jan 2 08:43:46.032: TFTP: Looking for SEPA41875284C6A.cnf.xml

Jan 2 08:43:46.032: TFTP: Sending error 1 No such file

Jan 2 08:45:58.468: TFTP: Server request for port 53246, socket_id 0x2BB5601C for process 327

Jan 2 08:45:58.472: TFTP: read request from host 10.26.24.7(53246) via GigabitEthernet0/1.10

Jan 2 08:45:58.472: TFTP: Looking for term42.default.loads

Jan 2 08:45:58.472: TFTP: Sending error 1 No such file

Jan 2 08:46:02.460: TFTP: Server request for port 53246, socket_id 0x2BB5601C for process 327

Jan 2 08:46:02.460: TFTP: read request from host 10.26.24.7(53246) via GigabitEthernet0/1.10

Jan 2 08:46:02.460: TFTP: Looking for term42.default.loads

Jan 2 08:46:02.460: TFTP: Sending error 1 No such file

Jan 2 08:46:06.460: TFTP: Server request for port 53246, socket_id 0x2BB5601C for process 327

Jan 2 08:46:06.460: TFTP: read request from host 10.26.24.7(53246) via GigabitEthernet0/1.10

Jan 2 08:46:06.460: TFTP: Looking for term42.default.loads

Jan 2 08:46:06.460: TFTP: Sending error 1 No such file

Jan 2 08:46:10.460: TFTP: Server request for port 53246, socket_id 0x2BB5601C for process 327

Jan 2 08:46:10.460: TFTP: read request from host 10.26.24.7(53246) via GigabitEthernet0/1.10

Jan 2 08:46:10.460: TFTP: Looking for term42.default.loads

Jan 2 08:46:10.460: TFTP: Sending error 1 No such file

Jan 2 08:46:17.960: TFTP: Server request for port 52300, socket_id 0x2BB5601C for process 327

Jan 2 08:46:17.960: TFTP: read request from host 10.26.24.7(52300) via GigabitEthernet0/1.10

Jan 2 08:46:17.960: TFTP: Looking for term42.default.loads

Jan 2 08:46:17.960: TFTP: Sending error 1 No such file

Jan 2 08:46:21.952: TFTP: Server request for port 52300, socket_id 0x2BB5601C for process 327

Jan 2 08:46:21.952: TFTP: read request from host 10.26.24.7(52300) via GigabitEthernet0/1.10

Jan 2 08:46:21.952: TFTP: Looking for term42.default.loads

Jan 2 08:46:21.952: TFTP: Sending error 1 No such file

Jan 2 08:46:25.952: TFTP: Server request for port 52300, socket_id 0x2BB5601C for process 327

Jan 2 08:46:25.952: TFTP: read request from host 10.26.24.7(52300) via GigabitEthernet0/1.10

Jan 2 08:46:25.952: TFTP: Looking for term42.default.loads

Jan 2 08:46:25.952: TFTP: Sending error 1 No such file

Jan 2 08:46:29.952: TFTP: Server request for port 52300, socket_id 0x2BB5601C for process 327

Jan 2 08:46:29.952: TFTP: read request from host 10.26.24.7(52300) via GigabitEthernet0/1.10

Jan 2 08:46:29.952: TFTP: Looking for term42.default.loads

Jan 2 08:46:29.952: TFTP: Sending error 1 No such file

Ayodeji Okanlawon · ‎01-03-2013

Fazal,

First of all where are you getting these logs from? Are these CUCM logs?

Second, I sent you a post earlier about checking the current firmware on the phones. Did you do this?

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William Bell · ‎01-04-2013

Based on message format, I am guessing these logs are coming from an IOS device running tftp debug.

Fazal, I have seen this type of output many times. It means that the IOS device can't find the file that is being requested. Just like the messages say.

My understanding was that you ran TFTP on a node in your UCM cluster. Is running tftp from the IOS an attempt to test things out?

-Bill (http://ucguerrilla.com)

HTH -Bill (b) http://ucguerrilla.com (t) @ucguerrilla

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Ayodeji Okanlawon · ‎01-04-2013

Bill,

I guessed as much but I wanted Fazal to confirm because the phones are supposed to be registering to CUCM. So I was just surprised to see those logs.

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Fazal E Rasool Khan · ‎01-04-2013

Thanks for the reply aokanlawon & Bell.

There logs are collected on branch office router, when branch office phones were trying to register to head office Call manager.

aokanlawon i did not get the chance to check the firmware on the phones but when i took the branch router to the lab it and made it as CME, IP Phones upgraded to the new firmware (cmterm-7942_7962-sccp.9-3-1SR1-1)

Its clear that there is no problem for the routing as per the firewall logs (attached in previous disucssion) and as below. In each session it downloads almost 4-5 MB of data.

6|Jan 02 2013|13:54:13|302016|10.26.24.7|10.1.1.222|Teardown UDP connection 216177398 for outside:10.26.24.7/49830 to inside:10.1.1.222/69 duration 0:02:12 bytes 116

6|Jan 02 2013|13:54:09|302016|10.26.24.7|10.1.1.222|Teardown UDP connection 216177445 for outside:10.26.24.7/49830 to inside:10.1.1.222/43853 duration 0:02:04 bytes 1032

6|Jan 02 2013|13:54:05|302016|10.26.24.7|10.1.1.222|Teardown UDP connection 216177399 for outside:10.26.24.7/49830 to inside:10.1.1.222/43849 duration 0:02:04 bytes 1032

6|Jan 02 2013|13:53:42|302016|10.26.24.7|10.1.1.222|Teardown UDP connection 216177112 for outside:10.26.24.7/49722 to inside:10.1.1.222/43827 duration 0:02:04 bytes 1032

6|Jan 02 2013|13:53:39|302016|10.26.24.7|10.1.1.222|Teardown UDP connection 216177036 for outside:10.26.24.7/49722 to inside:10.1.1.222/43826 duration 0:02:05 bytes 1032

Another thing i was confused with phones was not pinging from local branch router but i clear with some refrences, if the phones are not register with call manager it will not ping. Is it so?

Tomorrow i will simulate the same scenario in the lab like head office and branch office.

aokanlawon as you told,i am concerned with the firmware of the phones. the phones are new and if the phones have new firmware will it not upload from the call manager. In addition, i will check the firmware which are used at the Head office phones.

Thanks for the continues support and replies and this is the best thing in cisco support which makes it different form others.

Fazal E Rasool Khan · ‎01-04-2013

Hiaokanlawon

I logged "show cdp neighbors detail" output and it has information about the phone firmware version details (SCCP42.9-0-2SR2S & 79XX_default_load ) if i am right

show cdp neighbor detail output

Device ID: SEPA41875284C6A

Entry address(es):

IP address: 10.26.24.6

Platform: Cisco IP Phone 7942, Capabilities: Host Phone Two-port Mac Relay

Interface: FastEthernet0/20, Port ID (outgoing port): Port 1

Holdtime : 120 sec

Second Port Status: Down

Version :

SCCP42.9-0-2SR2S

advertisement version: 2

Duplex: full

Power drawn: 6.300 Watts

Power request id: 19562, Power management id: 3

Power request levels are:6300 0 0 0 0

Management address(es):

-------------------------

Device ID: SEPD0574C6B9D2D

Entry address(es):

IP address: 10.26.24.7

Platform: Cisco IP Phone 7942, Capabilities: Host Phone Two-port Mac Relay

Interface: FastEthernet0/18, Port ID (outgoing port): Port 1

Holdtime : 121 sec

Second Port Status: Down

Version :

79XX_default_load

advertisement version: 2

Duplex: full

Power drawn: 6.300 Watts

Power request id: 40237, Power management id: 3

Power request levels are:6300 0 0 0 0

Management address(es):

Ayodeji Okanlawon · ‎01-04-2013

Fazal,

Ok thats great. we can do two things now,

1. Get console logs from the IP phone

Use the document below to collect logs from IP Phone

https://supportforums.cisco.com/docs/DOC-14178

2. Get TFTP logs from CUCM

Use Bills suggestions to enable traces for the tftp service.

As noted by others, turn on Detailed tracing for the TFTP service on all TFTP servers (or at least the primary TFTP server as identified by option 150 config in DHCP). You can enable detailed tracing from CUCM Serviceability pages. You can get there by using the navigation drop down in the top-right of your CCMAdmin screen or by going to the URL: https://:8443/ccmservice). Then go to Trace>Configuration. Set the "Server" to your TFTP server IP/Name. Set "Service Group" to "CM Services". Set "Service" to "Cisco Tftp (Active)".

From here, set the Trace On flag to checked. Set the Debug Trace Level to Detailed and make sure all options under "Cisco Tftp Trace Fields" (including the checkbox next to this option) are selected (i.e. checked).

Once you are done, use RTMT to collect the logs and send them over...

You can try and download the console logs first since that is easier to do....

Can also download the phone's xml configuration from cucm. Use the ff command from a windows machine..

tftp -i x.x.x.x get SEPA41875284C6A.cnf.xml

replace x.x.x.x with the ip address of your publisher

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"'Nature is too thin a screen, the glory of the omnipresent God bursts through it everywhere"-Ralph Waldo Emerson

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Fazal E Rasool Khan · ‎01-08-2013

Thanks for your support guys.

I implemented the same scenario incuding head office, branch office and used one router as ISP router. All the features for call manager and voice mail worked perfectly.

i will implement the same thing on the site and hope it will work smoothly else i need to open the ticket with ISP from where WAN network services are provided.

Regards,

Fazal