Cisco IP Phone 7962 not registering with CME 9

[Sebast123]

Dear Experts,

I have CME router 2811 with 15 - 6921 phones and added 1 new Cisco 7962 phone. All the 6921 phones are registered and working fine.

7962 phone does not register and the screen goes blank after the phone boot. Software version the phone is running is 9.3.1 SR2-1S
Verified the CNF File is created

tftp-server system:/its/vrf1/XMLDefault7962.cnf.xml alias SEP501CBFFC8735.cnf.xml

Here is the configuration on the router.

ip dhcp pool VOICE
   network 192.168.10.0 255.255.255.0
   default-router 192.168.10.1
   option 150 ip 192.168.10.1

ephone-dn  11  octo-line
 number 2211
 label ABC 2221
 name ABC

ephone  11
 device-security-mode none
 mac-address 501C.BFFC.8735
 type 7962
 button  1:11

The results of the debug tftp events are as below -

Oct 26 17:52:06.491: TFTP: Looking for CTLSEP501CBFFC8735.tlv
Oct 26 17:52:06.595: TFTP: Looking for ITLSEP501CBFFC8735.tlv
Oct 26 17:52:06.699: TFTP: Looking for ITLFile.tlv
Oct 26 17:52:06.931: TFTP: Looking for SEP501CBFFC8735.cnf.xml
Oct 26 17:52:07.487: TFTP: Opened system:/its/vrf1/XMLDefault7962.cnf.xml, fd 10, size 1278 for process 366
Oct 26 17:52:07.495: TFTP: Finished system:/its/vrf1/XMLDefault7962.cnf.xml, time 00:00:00 for process 366
Oct 26 17:52:09.799: TFTP: Looking for English_United_States/mk-sccp.jar
Oct 26 17:52:10.119: TFTP: Looking for United_States/g3-tones.xml
Oct 26 17:52:11.067: New Skinny socket accepted [2] from 0, sub 1 (15 active)
Oct 26 17:52:11.067: sin_family 2, sin_port 49152, in_addr 192.168.110.30
Oct 26 17:52:11.067: skinny_add_socket 2 192.168.110.30 49152
Oct 26 17:52:11.799: Cannot find device entry on socket fd 7 for message 346
Oct 26 17:52:11.799: Got wrong skinny message size 1836597052 on socket fd 7
Oct 26 17:52:11.799: Got wrong skinny message size 824327534 on socket fd 7
Oct 26 17:52:11.799: Got wrong skinny message size 1735289188 on socket fd 7
Oct 26 17:52:11.799: Got wrong skinny message size 1007304255 on socket fd 7
Oct 26 17:52:11.799: Got wrong skinny message size 1918987361 on socket fd 7
Oct 26 17:52:11.799: Got wrong skinny message size 1632510061 on socket fd 7
Oct 26 17:52:11.799: Got wrong skinny message size 1333032271 on socket fd 7 ... .so on

Oct 26 17:52:11.815: Got wrong skinny message size 2622 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.815: Got wrong skinny message size 0 on socket fd 7.. so on

Oct 26 17:52:11.883: Cannot find device entry on socket fd 7 for message 0
Oct 26 17:52:11.883: Got wrong skinny message size -2056126442 on socket fd 7
Oct 26 17:52:11.883: Got wrong skinny message size -54584240 on socket fd 7
Oct 26 17:52:11.883: Got wrong skinny message size 3 on socket fd 7
Oct 26 17:52:11.883: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.883: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:11.883: Got wrong skinny message size 825045805 on socket fd 7
Oct 26 17:52:11.883: Got wrong skinny message size 0 on socket fd 7
Oct 26 17:52:21.915: Cannot find device entry on socket fd 7 for message 0
Oct 26 17:52:41.995: Cannot find device entry on socket fd 7 for message 0
Oct 26 17:53:02.064: Cannot find device entry on socket fd 7 for message 0
ADVILLA-2811#
Oct 26 17:54:24.556: socket 3 fatal error 260! can't read msg header with size -1, fd 3
Oct 26 17:54:24.556:  it's a stale socket! delete it!!

Please advise the issue.. thanks..

[Leo Laohoo]

What version was the 7962G initially running before?  If it is 8.3(3) and earlier, you need to do an INITIAL upgrade to 8.5(2) before jumping to 9.3(1)SR2.  

SCCP Firmware Upgrade Issues

[Sebast123]

Leo,

I haven't upgraded the firmware. That's the default  firmware since I connected the phone. Shall I update the firmware to a higher version? Could this be a firmware issue.
 

[Sebast123]

The CM Server settings in IP Phone display "CM1 unavailable" though of the CME IP is correct.

Also I have upgraded the firmware to cmterm-7942_7962-sccp.9-3-1SR3-1 from SR2.

[Sean McQuade]

Please post your full config

[Sebast123]

Thanks for your response Sean. Please find the attached config.

[Sean McQuade]

Hi,

So the phone actually upgrades correctly and pulls down the software, but then fails to register? What IOS are you currently running?

[Sebast123]

Yes... the IOS is

(C2800NM-ADVENTERPRISEK9-M), Version 15.1(1)T

[Sean McQuade]

This could be a compatibility issue. Looking at the feature matrix, 15.1 is CME8.8 and only has support for SCCP42.9-2-1S.loads. Even the latest CME (10.5) only has listed support for 9.2.1 on 7962.

I would try downgrading the phone firmware to 9.2.1 and see if you continue to have the issue.

Also, make sure you are advertising all the following files on TFTP:

• SCCP42.9-2-1S.loads
• apps42.9-2-1TH1-13.sbn
• cnu42.9-2-1TH1-13.sbn
• cvm42sccp.9-2-1TH1-13.sbn
• dsp42.9-2-1TH1-13.sbn
• jar42sccp.9-2-1TH1-13.sbn
• term42.default.loads
• term62.default.loads

[Sebast123]

thanks Sean.. will try to downgrade the phones to old firmware tomorrow and update with the results. thanks.