Re: Cisco 7960 has "file auth error" when booting

MaherLimited_2 · ‎01-06-2011

I was wondering if anyone could shed light on how to resolve the error we are receiving on 2 of our Cisco phones. They worked on our network fine up until I changed the TFTP IP address manually as we wanted to use them remotely through a 871 integrated service router. It has worked on a few otehrs without any problems. When plugging these two phones in the 871 it generated the error.

Now when we plug them back into our network they give the error "File Auth Error" straight after TFTP P00308010200.loads

I have tried resetting back to factory settings to no avail. I have also removed the phone from CME but I can not see it to add it back in.

Thomas Dominic · ‎01-06-2011

Dear Paul,

There is a bug with the same symptoms, the workaround for the same is to powercycle the phones. I'm sure you have already tried this, if this does not work you will need to get the phone replaced.

Open a case wih Cisco TAC for an RMA

HTH

Thomas Dominic

MaherLimited_2 · ‎01-06-2011

Thank you for the reply.

Unfortunately we have had the phones a couplke of years now and they are not covered with out Smartnet contract.

Any other suggestions? Is there no way to fix the problem?

paolo bevilacqua · ‎01-08-2011

tdominic wrote:

Dear Paul,

There is a bug with the same symptoms, the workaround for the same is to powercycle the phones. I'm sure you have already tried this, if this does not work you will need to get the phone replaced.

Open a case wih Cisco TAC for an RMA

HTH

Thomas Dominic

That is incorrect. No RMA is ever necessary, just follow the steps as detailed by another poster in this thread.

Ishan Sambhi · ‎01-06-2011

Hi Paul ,

Normally this error occur when the Ip phone is trying to upgrade to 8.1.2 or later prior to going  8.1.1 . 
If this is the case kindly upgrade those  ip phones to 8.1.1 and then to the latest one .

Here is the link from where you can download the 8.1.1 version :

http://www.cisco.com/cisco/software/cart.html?mdfid=&flowid=5246&treeMdfId=278875240&isLatestRel=&imageGuId=CC5CC499FE991AEF4667E4A62E4DC1125C93F144&addoption=DN

Regards,

Ishan

MaherLimited_2 · ‎01-07-2011

Thanks you for the reply.

The confusing thing is that these were both working phones which were taken from our network and the only changes that were made was in settings > Network config > option 32 TFTP server we set to a manual IP. No changes were made to update the IOS in between. So why are all the other phones still ok and these aren't? Even if you press SETTINGS on the phone on boot up it wont take you into the settings screen.

Is it possible to upgrade a single phone with the new firmware and will it upgrade even when displaying the error?

I have no idea how this is possible so I am trying to read up on updating firmware. We currently use Call manager Express.

Here is the information on our system.

Operating System: Cisco Internetwork Operating System. Cisco IOS (tm) C3825

Cisco IOS Software: C3825-ADVIPSERVICESK9-M

Software Version: 12.4(24)T2 / CME 7.1

Feature Package: IP|IPv6|BGP|IS-IS|FIREWALL|VOICE|PLUS|QoS|HA|NAT|3DES|MPLS|VPN|SSH|IPSE

Installer (Installer application) 7.0.5.0
Thirdparty (Service Engine Thirdparty Code) 7.0.5
Bootloader (Primary) (Service Engine Bootloader) 2.1.14
Infrastructure (Service Engine Infrastructure) 7.0.5
CUE Voicemail Language Support (Languages global pack) 7.0.5
Global (Global manifest) 7.0.5
Service Engine license 1.20 (License for the Service Engine) 2.1.2
Auto Attendant (Service Engine Telephony Infrastructure) 7.0.5
Voice Mail (Voicemail application) 7.0.5
Bootloader (Secondary) (Service Engine Bootloader) 2.1.14.0
Core (Service Engine OS Core) 7.0.5
GPL Infrastructure (Service Engine GPL Infrastructure) 7.0.5

On a similar working phone the following firmware is shown as:

App Load ID: P0030702T023

Boot Load ID: PC0303010200

Version: 7.2(T 0.23)

If you could give me a few pointers or a webpage which gives you a walkthrough of installing and configuring I would really appreciate it.

Ishan Sambhi · ‎01-07-2011

Hi Paul,

After you changed the IP of the TFTP server it is posiible that the phone is requesting a firmware above 8.1.1..

The phone should upgrade to the firmware but its not possible to upgrade a single phone .You will have upgrade all the phones of a particular type.

The steps on how to upgrade the firmware can be reviewed using the following link :

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmeinstl.html

This should resolve the problem ...

Regards,

Ishan

paolo bevilacqua · ‎01-08-2011

MaherLimited wrote:

If you could give me a few pointers or a webpage which gives you a walkthrough of installing and configuring I would really appreciate it.

You have been given the correct solution above, please read it again.

robert.horrigan · ‎01-07-2011

Try this first...:

Unplug the power cable from the phone, and then plug in the cable again.
The phone begins its power up cycle.
Immediately press and hold # and while the Headset, Mute, and Speaker buttons begin to flash in sequence, release #.
The Headset, Mute, and Speaker buttons flash in sequence in order to indicate that the phone waits for you to enter the key sequence for the reset.
Press 123456789*0# within 60 seconds after the Headset, Mute, and Speaker buttons begin to flash.
If you repeat a key within the sequence, for example, if you press 1223456789*0#, the sequence is still accepted and the phone resets.
If you do not complete this key sequence or do not press any keys, after 60 seconds, the Headset, Mute, and Speaker buttons no longer flash, and the phone continues with its normal startup process. The phone does not reset.
If you enter an invalid key sequence, the buttons no longer flash, and the phone continues with its normal startup process. The phone does not reset.
If you enter this key sequence correctly, the phone displays this prompt:
Keep network cfg? 1 = yes 2 = no
In order to maintain the current network configuration settings for the phone when the phone resets, press 1. In order to reset the network configuration settings when the phone resets, press 2.
If you press another key or do not respond to this prompt within 60 seconds, the phone continues with its normal startup process and does not reset. Otherwise, the phone goes through the factory reset process.

cnuche · ‎01-08-2011

Hi,

The possible solution about the FW version seems correct, if you have performed a 'successful' factory reset and you can confirm you have the factory FW then please issue a packet capture and attach it for review.

Christian Nuche.

PDI HD Team.

paolo bevilacqua · ‎01-08-2011

cnuche wrote:

Hi,

The possible solution about the FW version seems correct, if you have performed a 'successful' factory reset and you can confirm you have the factory FW then please issue a packet capture and attach it for review.

Christian Nuche.

PDI HD Team.

On a CME system, packet captures are rarely necessary.

It is enough to enable "debug tftp events" with "term mon", and go from there.

MaherLimited_2 · ‎01-13-2011

Hi, sorry for the delay and thank you all for your feedback.

I have captured the data from the debug and it is as follows.

Jan 13 10:57:13.252: %FW-4-TCP_OoO_SEG: Dropping TCP Segment: seq:2305762189 1476 bytes is out-of-order; expected seq:2305730861. Reason: TCP reassembly queue overflow - session 192.168.1.1:2084 to 1xx.1xx.80.2xx:80

Jan 13 10:57:25.804: ephone-78[77/32][SEP001EF7C478EF]:SkinnyCheckPendingCallBackPhone scan 6 linespeer_vdb is NULL for DN 2, chan 1 at SkinnyIsPeerNonSCCPpeer_vdb is NULL for DN 2, chan 1 at SkinnyIsPeerNonSCCP

Jan 13 10:57:32.996: SkinnyStopDnRecallTimer: dn 2 chan 1ephone_fill_fwd_num_helper final_redirectNumber=

Jan 13 10:57:33.016: DN: 2, CHAN: 1, voice_hcmask: 0x80000F

Jan 13 10:57:33.016: dn_support_srtp DN 2 chan 1 with dn_index 2 found phone 1

Jan 13 10:57:33.016: dn_support_srtp DN 2 chan 1 can not find phone support srtp

Jan 13 10:57:33.020: DN: 2, CHAN: 1, voice_hcmask: 0x80000F

Jan 13 10:57:33.020: dn_support_srtp DN 2 chan 1 with dn_index 2 found phone 1

Jan 13 10:57:33.020: dn_support_srtp DN 2 chan 1 can not find phone support srtp

Jan 13 10:57:33.020: SkinnyTrunkTransferChainConnectOpt: dn 2 chan 1

Jan 13 10:57:33.020: phone_support_srtp phone 2 DN 2 chan 1 not secure

Jan 13 10:57:33.020: is_call_secure DN 2 chan 1 in sync with caps of 0x0 peer_vdb->physical_interface_type is 13 for DN 2 chan 1 at SkinnyIsPeerNonSCCP

Jan 13 10:57:33.024: SkinnyTrunkTransferChainConnectOpt: dn 2 chan 1

Jan 13 10:57:33.088: %ISDN-6-CONNECT: Interface Serial0/0/0:2 is now connected to 1992531000 N/Apeer_vdb->physical_interface_type is 13 for DN 2 chan 1 at SkinnyIsPeerNonSCCP

Jan 13 10:57:50.692: TFTP: Looking for CTLSEP00170EC85476.tlv

Jan 13 10:57:50.716: TFTP: Looking for SEP00170EC85476.cnf.xml

Jan 13 10:57:50.716: TFTP: Opened system:/its/vrf1/XMLDefault7960.cnf.xml, fd 9, size 1074 for process 228

Jan 13 10:57:50.720: TFTP: Finished system:/its/vrf1/XMLDefault7960.cnf.xml, time 00:00:00 for process 228

Jan 13 10:57:50.768: TFTP: Looking for P00308010200.loads

Jan 13 10:57:50.768: TFTP: Opened flash:P00308010200.loads, fd 9, size 461 for process 228

Jan 13 10:57:50.772: TFTP: Finished flash:P00308010200.loads, time 00:00:00 for process 228

Jan 13 10:57:55.804: ephone-78[77/32][SEP001EF7C478EF]:SkinnyCheckPendingCallBackPhone scan 6 lines

Jan 13 10:58:01.084: SkinnyStopDnRecallTimer: dn 11 chan 1

Jan 13 10:58:01.100: SkinnyStopDnRecallTimer: dn 37 chan 1

Jan 13 10:58:01.120: DN: 37, CHAN: 1, voice_hcmask: 0x0

Jan 13 10:58:01.120: dn_support_srtp DN 37 chan 1 with dn_index 37 found phone -1

Jan 13 10:58:01.120: dn_support_srtp DN 37 chan 1 can not find phone support srtp

Jan 13 10:58:01.120: DN: 11, CHAN: 1, voice_hcmask: 0x0

Jan 13 10:58:01.120: dn_support_srtp DN 11 chan 1 with dn_index 11 found phone -1

Jan 13 10:58:01.120: dn_support_srtp DN 11 chan 1 can not find phone support srtp

Jan 13 10:58:02.292: TFTP: Looking for P00308010200.loads

Jan 13 10:58:02.292: TFTP: Opened flash:P00308010200.loads, fd 9, size 461 for process 228

Jan 13 10:58:02.296: TFTP: Finished flash:P00308010200.loads, time 00:00:00 for process 228

This is a section from the log when I left the phone in as it keeps looping into the error every few minutes.

Jan 13 11:05:35.864: TFTP: Looking for CTLSEP00170EC85476.tlv

Jan 13 11:05:35.888: TFTP: Looking for SEP00170EC85476.cnf.xml

Jan 13 11:05:35.888: TFTP: Opened system:/its/vrf1/XMLDefault7960.cnf.xml, fd 9, size 1074 for process 228

Jan 13 11:05:35.892: TFTP: Finished system:/its/vrf1/XMLDefault7960.cnf.xml, time 00:00:00 for process 228

Jan 13 11:05:35.940: TFTP: Looking for P00308010200.loads

Jan 13 11:05:35.944: TFTP: Opened flash:P00308010200.loads, fd 9, size 461 for process 228

Jan 13 11:05:35.944: TFTP: Finished flash:P00308010200.loads, time 00:00:00 for process 228

Jan 13 11:05:36.832: ICMP: dst (xx.xx.xx.xxx) administratively prohibited unreachable sent to xxx.154.70.1

Jan 13 11:05:39.763: SkinnyStopDnRecallTimer: dn 37 chan 1

Jan 13 11:05:39.779: DN: 37, CHAN: 1, voice_hcmask: 0x0

Jan 13 11:05:39.779: dn_support_srtp DN 37 chan 1 with dn_index 37 found phone -1

Jan 13 11:05:39.779: dn_support_srtp DN 37 chan 1 can not find phone support srtp

Jan 13 11:05:39.799: %ISDN-6-DISCONNECT: Interface Serial0/0/0:18 disconnected from xxxxxxxxxxxx , call lasted 209 seconds

Jan 13 11:05:41.823: ICMP: dst (xx.xx.xx.xxx) administratively prohibited unreachable sent to xxx.154.71.1

Jan 13 11:05:42.195: TFTP: Looking for P00308010200.loads

Jan 13 11:05:42.195: TFTP: Opened flash:P00308010200.loads, fd 9, size 461 for process 228

Jan 13 11:05:42.195: TFTP: Finished flash:P00308010200.loads, time 00:00:00 for process 228

Jan 13 11:05:42.515: ICMP: dst (xx.xx.xx.xxx) administratively prohibited unreachable sent to xxx.154.71.1

Jan 13 11:05:48.547: ICMP: dst (xx.xx.xx.xxx) administratively prohibited unreachable sent to xxx.154.70.1

Does this shed any more light on what could be causing the problem?

paolo bevilacqua · ‎01-13-2011

You need to update first to 8.0(10).

I think that had been mentioned before ?

And, no debugs other thn "tftp events" are necessary.