EMCC error: Login is unavailable (23)

dino55088 · ‎04-29-2015

I have a user setup (tsmith) in home cluster (EMCCCLus1) who wants to login to phone in Visiting Cluster (Syd). It does not work.

I do not see the Visiting cluster even try to contact home cluster for user authentication in RTMT trace on EM service

( Error processing EMCC request :Userid not exist in this cluster) as per below

EM intracluster works on both clusters independently: you can login on Visiting cluster phone with a user profile defined within that cluster ie standard EM. Conversely tsmith can login to local phones in his own cluster. He also has EMCC ticked in his User setting

The clusters can see each other and activate remote services of TFTP, PSTN Access and EMCC.

I have tried different phones (7961, 7965, 9971). CUCMs are 9.1. I have followed the instructions nad done the bulk cert mgmt, EMCC templates etc but still does not work.

I have tried 2 EM different services on phone (which both work locally for standard EM):

http://10.66.21.20:8080/emapp/EMAppServlet?device=#DEVICENAME#&EMCC=#EMCC#

http://10.66.21.20:8080/emapp/EMAppServlet?device=#DEVICENAME#

Any help will be appreciated !

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2015-04-30 12:05:37,024 INFO [http-8443-19 ] EMServiceServlet - EMService Request# ----> : 5141
2015-04-30 12:05:37,025 INFO [http-8443-19 ] EMServiceServlet - 5141:EM Service: Request type=Query
2015-04-30 12:05:37,025 INFO [http-8443-19 ] EMServiceServlet - 5141:Parsing query...
2015-04-30 12:05:37,029 INFO [http-8443-19 ] EMServiceServlet - 5141: Executing authenticate2...
2015-04-30 12:05:37,030 INFO [http-8443-19 ] EMServiceServlet - 5141: authenticate2: Authenticate request.
2015-04-30 12:05:37,030 INFO [http-8443-19 ] Authenticator - 5141:Authenticator.authenticateTransaction: AppID: CCMSysUser- Checking values in credential cache
2015-04-30 12:05:37,030 INFO [http-8443-19 ] Authenticator - 5141:Authenticator.authenticateTransaction: AppID: CCMSysUser- Cache timed out... removing values in credential cache
2015-04-30 12:05:37,030 INFO [http-8443-19 ] Authenticator - 5141:Authenticator.authenticateTransaction: AppID: CCMSysUser- Calling AuthenticateUserWithPassword(CCMSysUser, "password")...
2015-04-30 12:05:37,091 INFO [http-8443-19 ] Authenticator - 5141:Authenticator.authenticateTransaction: AppID: CCMSysUser- authenticateUser returned: 0
2015-04-30 12:05:37,091 INFO [http-8443-19 ] Authenticator - 5141:Authenticator.authenticateTransaction: AppID: CCMSysUser- Putting authentication values in credential cache
2015-04-30 12:05:37,091 INFO [http-8443-19 ] EMServiceServlet - 5141:EMService Authentication succeeded
2015-04-30 12:05:37,092 INFO [http-8443-19 ] EMServiceServlet - 5141: EMService Querying device user
2015-04-30 12:05:37,092 INFO [http-8443-19 ] DBRequestor - 5141:Querying device user for device SEP001C587A783D
2015-04-30 12:05:37,092 INFO [http-8443-19 ] DBRequestor - 5141:Getting device object - three params
2015-04-30 12:05:37,092 INFO [http-8443-19 ] DBRequestor - 5141: DBRequestor.queryDeviceUser: Dev: 'SEP001C587A783D' - Getting device object
2015-04-30 12:05:37,110 INFO [http-8443-19 ] CMDatabase - CMDatabase:getDeviceInfo: SELECT device.pkid, loginduration, decode(extensionmobilitydynamic.logintime, null, emremotedynamic.logintime, extensionmobilitydynamic.logintime)logintime, allowhotelingflag, extensionmobilitydynamic.fkenduser, decode(extensionmobilitydynamic.fkenduser, null, remoteuserid, e2.userid) currentuserid, fkenduser_lastlogin lastloginpkid,decode(fkenduser_lastlogin,null,lastremoteuserid,e1.userid) lastuserid, extensionmobilitydynamic.tkuserlocale, fkdevicepool, tkdeviceprotocol, tkproduct, tkmodel FROM Device left outer join extensionmobilitydynamic on device.pkid=extensionmobilitydynamic.fkdevice left outer join emremotedynamic on (extensionmobilitydynamic.fkdevice=emremotedynamic.fkdevice) left outer join enduser e1 on (extensionmobilitydynamic.fkenduser_lastlogin=e1.pkid) left outer join enduser e2 on (extensionmobilitydynamic.fkenduser=e2.pkid) where my_lower(device.name) like my_lower('SEP001C587A783D')
2015-04-30 12:05:37,114 INFO [http-8443-19 ] CMDatabase - getDeviceInfo:Device query executed
2015-04-30 12:05:37,115 INFO [http-8443-19 ] CMDatabase - getDeviceInfo:Result of the query: {tkproduct=30044, loginduration=, lastuserid=, tkdeviceprotocol=0, pkid=5bbc84dc-343d-e16c-e983-4d0b82911be8, fkenduser=, tkmodel=30018, logintime=, lastloginpkid=, currentuserid=, allowhotelingflag=t, fkdevicepool=6a9432a5-adf6-66f3-8a44-a18ed3679ba6, tkuserlocale=}
2015-04-30 12:05:37,115 INFO [http-8443-19 ] DBRequestor - 5141: DBRequestor.queryDeviceUser: Dev: 'SEP001C587A783D' - Device object returned
2015-04-30 12:05:37,115 INFO [http-8443-19 ] DBRequestor - 5141: QueryDeviceUser: Device Logged out
2015-04-30 12:05:37,116 INFO [http-8443-19 ] DBRequestor - 5141:Device query info contains userid=
2015-04-30 12:05:37,116 INFO [http-8443-19 ] DBRequestor - 5141:Device query info contains last login userid=
2015-04-30 12:05:37,116 INFO [http-8443-19 ] EMServiceServlet - 5141:Query Processing Time: 91
2015-04-30 12:05:48,996 INFO [http-8443-18 ] EMServiceServlet - EMService Request# ----> : 5142
2015-04-30 12:05:48,997 INFO [http-8443-18 ] EMServiceServlet - 5142:EM Service: Request type=Query
2015-04-30 12:05:48,997 INFO [http-8443-18 ] EMServiceServlet - 5142:Parsing query...
2015-04-30 12:05:49,002 INFO [http-8443-18 ] EMServiceServlet - 5142: Executing authenticate2...
2015-04-30 12:05:49,002 INFO [http-8443-18 ] EMServiceServlet - 5142: authenticate2: Authenticate request.
2015-04-30 12:05:49,003 INFO [http-8443-18 ] Authenticator - 5142:Authenticator.authenticateTransaction: AppID: CCMSysUser- Checking values in credential cache
2015-04-30 12:05:49,003 INFO [http-8443-18 ] Authenticator - 5142:Authenticator.authenticateTransaction: AppID: CCMSysUser- Approved through credential cache, 108027 ms remaining
2015-04-30 12:05:49,003 INFO [http-8443-18 ] EMServiceServlet - 5142:EMService Authentication succeeded
2015-04-30 12:05:49,004 INFO [http-8443-18 ] EMServiceServlet - 5142:EMService Check User Status
2015-04-30 12:05:50,999 INFO [http-8443-18 ] Authenticator - 5142:Authenticator.userExists: UserID: tsmith- Calling cmdb.getUserInfo(osUserID)...
2015-04-30 12:05:51,032 ERROR [http-8443-18 ] CMDatabase - CMDatabase:getUserPkid: no user exists with id: tsmith
2015-04-30 12:05:51,033 ERROR [http-8443-18 ] CMDatabase - CMDatabase:getUserPkid(): com.cisco.ccm.database.CMDBLException: Uknown user: tsmith
2015-04-30 12:05:51,041 ERROR [http-8443-18 ] Authenticator - Exception : Uknown user: tsmith
2015-04-30 12:05:51,041 WARN [http-8443-18 ] EMServiceServlet - 5142: executeQuery MyException.
2015-04-30 12:05:51,042 INFO [http-8443-18 ] EMServiceServlet - 5142:Query Processing Time: 2045
2015-04-30 12:05:51,063 INFO [http-8443-5 ] EMServiceServlet - EMService Request# ----> : 5143
2015-04-30 12:05:51,063 INFO [http-8443-5 ] EMServiceServlet - 5143:EMService: Request Type=EMCC
2015-04-30 12:05:51,070 INFO [http-8443-5 ] EMServiceServlet - 5143: processEmccRequest: Received EMCC Login Request for :tsmith
2015-04-30 12:05:51,071 INFO [http-8443-5 ] EMServiceServlet - 5143: Executing authenticate2...
2015-04-30 12:05:51,071 INFO [http-8443-5 ] EMServiceServlet - 5143: authenticate2: Authenticate request.
2015-04-30 12:05:51,071 INFO [http-8443-5 ] Authenticator - 5143:Authenticator.authenticateTransaction: AppID: CCMSysUser- Checking values in credential cache
2015-04-30 12:05:51,072 INFO [http-8443-5 ] Authenticator - 5143:Authenticator.authenticateTransaction: AppID: CCMSysUser- Approved through credential cache, 105959 ms remaining
2015-04-30 12:05:51,072 INFO [http-8443-5 ] EMServiceServlet - 5143:EMService Authentication succeeded
2015-04-30 12:05:51,072 INFO [http-8443-5 ] PolicyValidator - 5143:PolicyValidator.checkDeviceAllowsLogin: Dev: SEP001C587A783D- Calling dbr.getDeviceObject
2015-04-30 12:05:51,072 INFO [http-8443-5 ] DBRequestor - 5143:Getting device object - loginInfo, caller
2015-04-30 12:05:51,073 INFO [http-8443-5 ] DBRequestor - 5143: PolicyValidator.checkDeviceAllowsLogin: Dev: SEP001C587A783D- Getting device object
2015-04-30 12:05:51,087 INFO [http-8443-5 ] CMDatabase - CMDatabase:getDeviceInfo: SELECT device.pkid, loginduration, decode(extensionmobilitydynamic.logintime, null, emremotedynamic.logintime, extensionmobilitydynamic.logintime)logintime, allowhotelingflag, extensionmobilitydynamic.fkenduser, decode(extensionmobilitydynamic.fkenduser, null, remoteuserid, e2.userid) currentuserid, fkenduser_lastlogin lastloginpkid,decode(fkenduser_lastlogin,null,lastremoteuserid,e1.userid) lastuserid, extensionmobilitydynamic.tkuserlocale, fkdevicepool, tkdeviceprotocol, tkproduct, tkmodel FROM Device left outer join extensionmobilitydynamic on device.pkid=extensionmobilitydynamic.fkdevice left outer join emremotedynamic on (extensionmobilitydynamic.fkdevice=emremotedynamic.fkdevice) left outer join enduser e1 on (extensionmobilitydynamic.fkenduser_lastlogin=e1.pkid) left outer join enduser e2 on (extensionmobilitydynamic.fkenduser=e2.pkid) where my_lower(device.name) like my_lower('SEP001C587A783D')
2015-04-30 12:05:51,103 INFO [http-8443-5 ] CMDatabase - getDeviceInfo:Device query executed
2015-04-30 12:05:51,103 INFO [http-8443-5 ] CMDatabase - getDeviceInfo:Result of the query: {tkproduct=30044, loginduration=, lastuserid=, tkdeviceprotocol=0, pkid=5bbc84dc-343d-e16c-e983-4d0b82911be8, fkenduser=, tkmodel=30018, logintime=, lastloginpkid=, currentuserid=, allowhotelingflag=t, fkdevicepool=6a9432a5-adf6-66f3-8a44-a18ed3679ba6, tkuserlocale=}
2015-04-30 12:05:51,104 INFO [http-8443-5 ] DBRequestor - 5143: PolicyValidator.checkDeviceAllowsLogin: Dev: SEP001C587A783D- Device object returned
2015-04-30 12:05:51,104 INFO [http-8443-5 ] PolicyValidator - 5143:PolicyValidator.checkDeviceAllowsLogin: Dev: SEP001C587A783D- dbr.getDeviceObject returned
2015-04-30 12:05:51,104 INFO [http-8443-5 ] EmccData - osQuery = SELECT COUNT(*) as value FROM ProductSupportsFeature p INNER JOIN Device d on (p.tkProduct = d.tkProduct AND p.tkDeviceProtocol IN (99, d.tkDeviceProtocol )) INNER JOIN TypeSupportsFeature t ON p.tkSupportsFeature = t.Enum WHERE d.name = 'SEP001C587A783D' AND t.Moniker = 'SUPPORTS_FEATURE_EMCC'
2015-04-30 12:05:53,063 INFO [http-8443-5 ] PolicyValidator - 5143:PolicyValidator.checkCurrentLogin: getCurrentLoginTime return value- 0
2015-04-30 12:05:53,063 INFO [http-8443-5 ] PolicyValidator - 5143:PolicyValidator.checkCurrentLogin: no user currently logged in
2015-04-30 12:05:53,063 INFO [http-8443-5 ] EMServiceServlet - 5143 findHomeCluster: Finding Home Cluster for User: tsmith
2015-04-30 12:05:53,064 ERROR [http-8443-5 ] EMServiceServlet - 5143: Userid not exist in this cluster
2015-04-30 12:05:53,065 INFO [http-8443-5 ] EMServiceServlet - 5143: EmccRequest Processing Time: 2001
2015-04-30 12:05:53,065 ERROR [http-8443-5 ] EMServiceServlet - 5143: Error processing EMCC request :Userid not exist in this cluster

orlandoguy82 · ‎01-16-2019

I was having the same error on all my clusters I was trying to log into. My problem was fixed by checking something that now seems obvious that I looked over several times. In Advanced Features -> Cluster View I did not have the enable checkbox for EMCC and PSTN Access checked. Even though it showed remotely activated and passed the EMCC validation test what ultimately allowed me to log in was checking the “enable” checkbox and then clicking the “Update EMCC Remote Cluster Now” on all the clusters. Then I was able to log in.