EM profile not loading on phones even after EM login is successful in CUCM 10.5.2-11900-3

Cisco Guardian · ‎05-24-2016

When the users logs into the phone using userid and pin. It says that the login is successful but the profile doesn't appear on the phone.

Below is the log output from CUCM

2016-05-14 03:39:06,588 DEBUG [http-bio-443-exec-36] CMDatabase - Userid being passed to the query is 576764

2016-05-14 03:39:06,592 INFO [http-bio-443-exec-36] CMDatabase - CMDatabase:deviceLogin: execute function DeviceLogin ('060de90e-aa56-e5c1-972f-42314852bcfb','e27526e8-8fa0-dcd1-a196-29c8ed204fb1','8b9830ae-86b5-4595-b214-a2ca82fe923d','0','0','f')

2016-05-14 03:39:06,613 ERROR [http-bio-443-exec-36] CMDatabase - ### SQL Error[-746] - 391

2016-05-14 03:39:06,614 ERROR [http-bio-443-exec-36] DBRequestor - DeviceLogin: Couldn't submit login request to DBL: SEP002497AXXXXX : 391

2016-05-14 03:39:06,614 ERROR [http-bio-443-exec-36] DBRequestor - 625: DBRequestor.login: Dev: SEP002497AXXXXX- Calling deviceLogin(060de90e-aa56-e5c1-972f-42314852bcfb, e27526e8-8fa0-dcd1-a196-29c8ed204fb1, 576764, 0, false, 0)

2016-05-14 03:39:06,614 ERROR [http-bio-443-exec-36] EMServiceServlet - 625: LoginService: Dev: SEP002497AXXXXX- Error# 6-DB Request Error: Couldn't submit login request to DBL: 391

2016-05-14 03:39:06,614 INFO [http-bio-443-exec-36] EMServiceServlet - 625:Request succeeded returning<response>

<error code="6">DB Request Error: Couldn't submit login request to DBL: 391

</error>

</failure>

</response>

DB replication is looking fine

Replication is fine.

Server Time: Sat May 14 04:51:34 AEST 2016

SERVER-NAME IP ADDRESS (msec) DbMon? QUEUE Group ID (RTMT) & Details

----------- ---------- ------ ------- ----- ----------- ------------------

CUCM1 99.133.44.103 0.512 Y/Y/Y 191 (g_15) (2) Setup Completed

CUCM2 99.133.44.105 0.485 Y/Y/Y 382 (g_11) (2) Setup Completed

CUCM3 99.133.44.104 0.484 Y/Y/Y 191 (g_16) (2) Setup Completed

CUCM4 99.133.12.105 0.351 Y/Y/Y 191 (g_9) (2) Setup Completed

CUCM5 99.133.12.104 0.384 Y/Y/Y 0 (g_19) (2) Setup Completed

CUCM6 99.133.12.101 0.151 Y/Y/Y 0 (g_3) (2) Setup Completed

CUCM7 99.133.44.101 0.434 Y/Y/Y 191 (g_13) (2) Setup Completed

CUCM8 99.133.12.102 0.320 Y/Y/Y 191 (g_4) (2) Setup Completed

CUCM9 99.133.44.102 0.582 Y/Y/Y 191 (g_14) (2) Setup Completed

CUCM10(PUB) 99.133.12.100 0.013 Y/Y/Y 0 (g_2) (2) Setup Completed

CUCM11 99.133.12.103 0.264 Y/Y/Y 191 (g_5) (2) Setup Completed

Deepak Rawat · ‎05-24-2016

How about deleting the ITL on one of the affected phones followed by a reset and then try.

Regards

Deepak

Cisco Guardian · ‎05-24-2016

Thanks for your reply.

Tried that.

we deleted the CTL/ITL and even did a factory reset on the phone but it didn't help. Same issue.

Deepak Rawat · ‎05-24-2016

Is it happening with particular phone models. How about checking the same profile on different phones wherein EM is working fine

Regards

Deepak

Cisco Guardian · ‎05-24-2016

Deepak.. Thanks for reply. We tried that but still the same issue. We are planning to reboot the cluster. Hopefully that helps.

Deepak Rawat · ‎05-24-2016

Sure go for a cluster reboot and then take it from there. Even though the DB replication is looking good from the output you provided but there can still be inconsistencies and tables mismatch causing these kind of issues to happen.

Regards

Deepak

Shashank Mahajan · ‎05-24-2016

Please check if your CUCM Publisher is synced with NTP.

Use the following commands to verify:

utils ntp status

utils diagnose test

f.hallier · ‎06-22-2016

Hello,

Is the device profile associated to the end user ?

Regards