Cisco IP Phone 7962G and ReasonForOutOfService=14

[raziel78kain]

Hello,

we have a CUCM 11.0.1.20000-2 and some Cisco IP Phones 7962G.

We have noticed by the RTMT that recently one of them has gone in Out Of Service for the ReasonForOutOfService=14.

What does it mean exactly? What can we do to troubleshoot (and possibly solve) this issue?

TIA and regards.

[Manish Gogna · Accepted solution]

Hi,

It means that the Cisco Unified Communication Manager closed the TCP connection. This is most likely due to network issue between cucm and Ip phone which could have been temporary. If the issue is reproducible or persists then you can get a packet capture from the IP phone to troubleshoot why the phone unregistered.

Manish

[HARIS_HUSSAIN]

Refer this document for codes

https://supportforums.cisco.com/document/115991/reason-codes-lastoutofserviceinformation

[raziel78kain]

Hello Haris,

thank you for the link.

Actually, we didn't need the table of all the codes, but only a better explanation for our "ReasonForOutOfService=14"...

Furthermore, I'm not so sure that the "ReasonForOutOfService=14" corresponds to "Reason 14 : MalformedRegisterMsg - (SIP only)", as written on that link...

I mean, in the document present at the link

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/err_msgs/8_x/ccmalarms802.html

the "Reason 15" (ProtocolMismatch), just under the "Reason 14" (MalformedRegisterMsg - (SIP only)), is totally different in meaning from the "ReasonForOutOfService=15 - The device closed the connection due to a SCCP KeepAlive failure"...

What's your opinion about that?

Regards.

[raziel78kain]

Hello Manish,

thanks for your answer.

The phone's user told us that the phone (now working) was stuck on "Configuring IP"...

Could it have been an issue on the DHCP Server, or a reachability issue to this server?

Regards.

[Jitender Bhandari · Accepted solution]

Hi,

Phone is stuck on "Configuring IP" which generally indicates that phone is unable to contact DHCP server. Validate the below

1. Take PCAP from DHCP and phone to find put network connectivity
2. Try assigning the IP address manually  to see if the phone registers, if it does there is a definite issue with DHCP reliability.

HTH

JB

[Manish Gogna]

Jitender is right, plz try the steps suggested by him. Ideally if only a single phone is affected then dhcp server itself should be fine, had all phones on been affected then the dhcp could have been at fault.