CUCM 9.1 Phone 7975 upgradation issue

[rajesh.kumar]

Hi

Recently we upgraded CUCM 7.1.5 to CUCM 9.1.

IP Phone 7975 old firmware was 9.0.x and cucm 9.1 was loaded with firmware 9.3.x

somehow 7975 phones didnt upgraded firmware to version 9.3.x

Also noticed when we factory reset 7975 phones, it loaded SIP firmware....! But that phone is added as sccp.

Once we delete and reconfigured the phone, then only phone firmware upgraded to 9.3.x.

Any sugestion, why IP phone 7975 not taking firmware version 9.3.x? also when we did factory reset why it is loading with sip firmware ?

we have 7911 phones, those phones taken new firmware without any problem.

cucm ip : 192.168.17.1 and 2

I have attached IP phone span PC wireshark capture and IP Phone console log and version screenshot.

Pls. suggest

Rgds

Rajesh kumar

[Stephen Welsh · Accepted solution]

Looks like this phone has a problem parsing it's configuration file, given the firmware version it should upgrade to is contained within that config that would indicate why.

If you have a look in file 'log3' there are the following entries:

697: ERR 14:08:30.663131 JVM: Startup Module Loader|cip.xml.ap:  - XML Parser Exception: name expected (position:START_TAG @113:2 in java.io.InputStreamReader@3a4675)  (line=113)

698: ERR 14:08:30.664676 JVM: Startup Module Loader|cip.cfg.s:? - ERROR PARSING CONFIG file:ram/SEP1C17D337295A.cnf.xml

699: NOT 14:08:30.666919 JVM: Startup Module Loader|cip.cfg.s:? - Config processConfigNoError() result code=CONFIG_FILE_BAD_FORMAT

If you have a look at this post it relates to this error and should help you to resolve the issue:

https://supportforums.cisco.com/thread/2129364

It would appear that the config file includes a tag, if you open the config file for the phone:

http://192.168.17.1:6970/SEP1C17D337295A.cnf.xml

Then hopefully you can locate the null entry (should be line 113 of that file), go to UCM and set the corresponding parameter (i.e. under Common Phone Profile), that should hopefully prevent the null entry from being generated in the config file and allow the config file to be parsed correctly.

If you are still having issues post the config file and I'll have a closer look, it wasn't in the packet capture.

Thanks

Stephen Welsh

CTO

http://www.unifiedfx.com

[rajesh.kumar]

Dear Stephen Welsh

Thanks, I have gone through the link you provided, https://supportforums.cisco.com/thread/2129364

that means, changing somthing on common phone profile is the workarround for the issue.

I will check it. Meantime, I have same problem with IP Phone 6941 as well. Would you pls. cross verify in that phone also issue is same? Cisco 6941 upgrade is happening and upgrade version is showing as incative load on phone.

Here I have attached the same logs/packet capture for 6945 phones.

Also, IP Phone 7970 also having same issue as 7975, I have attached the wireshark for the 7970 phones.

Pls. suggest.

Rgds

Rajesh Kumar

[Stephen Welsh]

I don't see an atachement...

Edit: See the attachement now, I'll have a look.

The key phrase you are looking for is 'XML Parser Exception', if that is in the log it's most likey the issue.

Thanks

Stephen Welsh

CTO

http://www.unifiedfx.com

[Stephen Welsh]

Looks like a similar issue on the model for the commonConfig:

xmlXppParser_xml 1410: error xml format. cur_layer=2 last startTag=commonConfig last endT
g=vendorConfig last value=0 
cfgtree_parse_config 93: xml format of config file is error. 

Again no usable data in your packet capture, are you sure you are capturing the TFTP Server requests.

If you send over the out put of:

http://192.168.17.1:6970/SEP1C17D337295A.cnf.xml

That will give better information as the to the cause.

Thanks

Stephen Welsh

CTO

http://www.unifiedfx.com

[rajesh.kumar]

Dear Stephen Welsh

For packet capture, I have enbled the "SPAN to PC" on phone then connected my PC to PC port on IP phone,

then restarted the phone. I will change common phone profile and let you know.

If that is not resolved the issue then i will send you requested xml file.

Thanks

Rgds

Rajesh Kumar

[rajesh.kumar]

Dear Stephen Welsh,

Changing something on "common phone profile" and reseting it, resolved the issue.

Phones are upgraded with latest firmware.

Thanks a lot for your support. Appreciated.

Rgds

Rajesh Kumar

[Erick Bergquist]

Just adding to this discussion after a similar issue I faced (CUCM 8.6,2.22900 , 8.6.2a SU2)

The common profile did not resolve my issue, in my case the phone XML configuration was bad and phone could not verify it (Error Verifying Config on status page) due to the System -> Enterprise Phone Configuation page not working.

On the System -> enterprise phone configuration page it was throwing an error message (displayed no fields).

Status

Error Message     Unmapped Exception The content of elements must consist of well-formed character data or markup.

Then a SAVE button.

I hit save and it then displayed the settings and such as normal. I then saved again and went to another page and back and it was still displaying fine. I then reset 2 phones and they updated fine and no verify error.