CUCM AXL User Login Error

[Commsouth Infocom]

Hi,

I am actually deploying Call Recording for Cisco CUCM Version: 11.0.1.20000 and there is one Publisher & one Subscriber.

For this purpose, we have created a AXL user along with other required SIP Trunk and Route Pattern, recording profile for the call recording.

The issue what we are facing is, we are getting error in the application while using the AXL user stating bad username & password, even though the AXL username & password are correct. we validated these credentials correctly.

We tried to trace out the issue through Cisco RTMT and during the check, we got the below logs. The log claims that, the Application user (phoneup) which we created is not able to login and getting rejected by the CTI Mangaer in the Call Manager.

02979349.001 |15:01:45.205 |AppInfo  |CtiLoginCheckReq::authenticateByUserName

02979349.002 |15:01:45.205 |AppInfo  |CCMAsymmetricEncryption::DecryptText Enter

02979349.003 |15:01:45.208 |AppInfo  |Failed during decryption. ERR[(null)]

02979349.004 |15:01:45.208 |AppInfo  |CCMAsymmetricEncryption::DecryptText Exit

02979349.005 |15:01:45.208 |AppInfo  |Decrypting Key Failed

02979350.000 |15:01:45.208 |SdlSig   |CtiLoginCheckRes                       |authenticating                 |CTIHandler(1,200,22,14537)       |Directory(1,200,23,1)            |1,200,13,14542.3^*^*                     |[R:N-H:0,N:0,L:0,V:0,Z:0,D:0]  Seq#=1result=Fail Value=2362179680 LoginUserID= Expire days=4294967295

02979350.001 |15:01:45.208 |AppInfo  |[CTI-APP] [CTIHandler::OutputCtiMessage      ]     CTI   ProviderOpenCompletedEvent   (seq#=1) provider id=16791753 CM Version=11.0.1.20000-2.i386 error code=2362179680 description=Decrypting Key Failed enableIpv6=0 NoOfDaysPwdToExp=4294967295

02979350.002 |15:01:45.208 |AppInfo  |CtiProviderOpenFailure - CTI application failed to open provider; application startup failed CTIconnectionId:14537  Login User Id:phoneup Reason code.:-1932787616

Not sure what is causing this issue and any support on this is highly appreciated.

Regards,

Prasana

[Aseem Anand]

Hi,

Can you please check the following:

1. Browse to the below URL and check if it lets you login:

https://CUCMPUBIP/axl

Login with the AXL username and password

2. What roles have you assigned to the user?

3. Can you try changing the password on the CUCM and restart CTI manager to check if it lets you login?

Aseem

[Commsouth Infocom]

Hi Aseem,

1. I checked already by logging in the URL the way you have mentioned and it works.

2. The roles which are assigned are:

Standard CTI Allow Call Monitoring;
Standard CTI Allow Call Recording;
Standard CTI Enabled;
Standard CTI Allow Control of Phones supporting Rollover Mode;
Standard CTI Allow Control of Phones supporting Connected Xfer and conf;
Standard CCM Phone Administration;
Standard CCM Server Monitoring;
Standard TabSync User

3. I tried changing the password several times and restarted CTI Manager as well. The result is the same.

Regards,

Prasana

[LibinBenedict]

Hi,

Did you get any resolution for this? 

I am on CUCM 10.5.2.13901-2 and getting the same error.

Any help is greatly appreciated.

Regards,

Libin Benedict

[Bocephus]

We ran into a similar problem wherein our CTI client was getting a "Decrypting Key Failed" error from CTIManager. In our case, we had a new cert generated for the CUCM service, but the CTIManager needed to be restarted afterward to pick up these changes. Until CTIManager was restarted we were getting this error:

1. CTIManagers it appears did not pickup the certs that were updated in CUCM Service
2. Authentication was failing because the right cert was not provided to our client.
3. Restarting the CTIManager (on one node where the CTI client was connecting) resolved the issue

Whenever new CUCM service certs are generate make sure CallManager, CTIManager and Tftp services are restarted.