Cisco 8851, 8841, 8811 Phones Stuck on "Registration in Progress."

[TimothyTidwell]

Good Afternoon,

We are having a unique issue in our location that happened out of nowhere as all of our phones were previously functioning properly. The issue is only happening in certain locations across our network, but it is not a company-wide problem. Below are the details:

Issue:

Around 24 Sep 22, all phones at *location X* stopped functioning. They will not register to Call Manager. They were previously working with no issues.

Cause of Outage:

Unsure, but it is believed that their Cisco switch was rebooted around this time frame, so possibly due to unsaved config changes.

Troubleshooting Steps Taken:

1. Confirmed voice VLAN is set on every port with a phone and that it is properly ran through the network.

2. Confirmed int VLAN for voice has the correct IP address to match the scope configured in DHCP.

3. Confirmed int VLAN for voice has the correct IP-helper address (config'd as DHCP server's IP).

4. Confirmed DHCP scope is config'd properly (Option 150 with correct addresses for CUCM Pub and both Subs).

5. Confirmed phones are config'd to utilize DHCP and that phones are being issued IP's by DHCP.

6. Confirmed phones are config'd properly in CUCM.

7. Performed successful ping test from CUCM to the phones while phones were located at *location X*

8. Performed successful ping test from Core Node switch to IP address of voice int VLAN.

9. Attempted factory resets on the phones.

10. Tested phone in our location  - phone registered correctly with no issues and ops check was good.

11. Compared all configs to other areas with working phones and same network setup. All matched.

12. Verified the IPs assigned to *location X* phones are not overlapping with any others.

13. Setup phone at *location X* to static to eliminate the possibility of DHCP being a problem. Still encountered same issues.

14. Installed test phone at *location X* and enabled webpage to check status messages from our home station. Received the following returns:

                a. LSC: Failed

                b. No IPv4 TFTP Server

                c. Trust list update failed

                d. TFTP Error: phoneMAC.cnf.xml.enc.sgn

                e. VPN not configured

                f. LSC: Operation cancelled

                g. oAuth mode disabled

                h. TFTP error: AppDialRules.xml

                i. TFTP Error: phoneMAC.cnf.xml.enc.sgn

                j. LSC: Failed

Does anyone have any recommendations or guidance as to what we could check from here? We feel like we've exhausted every troubleshooting step and cannot figure out where to go from here.

[Nithin Eluvathingal]

Check if the phones in location X received TFTP from dhcp and check if the phones are able to reach those TFTP address.

[Scott Leport]

Hi,

Are all affected phones on the same switch? What happens if you connect one phone to another switch at the same site? Are there working phones connected on that same switch?

You could also restart the Cisco TFTP service on the node being used as a TFTP server to see if that solves the registration issue.

[Maren Mahoney]

The first thing I'd try is deleting the ITL in the phones. This can be accomplished by resetting the Security Settings via the Settings menu. If that does not resolve the issue, it is the DHCP scope.

If it *is* the DHCP scope, the "No IPv4 TFTP Server" in the status messages indicates that the DHCP pool for the phones is not issuing the Option 150 in the scope the phones are using, or the scope is issuing FQDNs that are unresolvable via DNS. If the phones were correctly issued the TFTP information but the TFTP service was unreachable the error would read "TFTP Timeout".

You can verify this in the phone configuration page by looking not at just the IP information but also at what TFTP Server the phones are learning. If the scope is configured with the correct information it will appear in the phone.

If it is a Windows DHCP server, maybe use the DHCP MMC to reset the DHCP Pool and/or the server level inside the DHCP configuration screen.

But I would check the ITL first. It won't talk to the TFTP server on a 'foreign' cluster and issue an error like that if it has an ITL from another cluster. It is possible the ITL has changed due to certificate issues or local corruption.

Maren

[SreeragPH7739]

Try tracert to phone IP and make sure is it reached 

[Mohamed H. Abdelmotaleb]

Is Cisco ISE or any NAC solution configured on this access switch ?