Extension Mobility user authentication failing

pmarques · ‎02-11-2013

Hi,

I have a cluster (PUB + SUB) running 8.6.2.20000-2 version.

EM phone service is pointing towards subscriber.

I have a situation that appears to relate to a DB replication malfunction. Even though, if I go to Cisco Unified Reporting > Unified CM Database Status, I can see a Replication State of 2.

The problem:

EM is configured and associated with end-user 3809. Other users with a similar configuration are working just fine.

In this end-user configuration I can see in the Publisher that the UDP is associated with this user. If I go to the subscriber there's no such association.

Every time I try to login with this user I get a [201] authentication error (Please try to login again). I also tried logging in with a non-existant user (7245). The behaviour is the same as with user 3809 as depicted in the following RTMT trace collection:

2013-02-11 16:56:41,320 INFO [http-8080-7 ] EMAppServlet - EMApp Request# ----->59

2013-02-11 16:56:41,321 INFO [http-8080-7 ] EMAppServlet - EMAppServlet: Request protocol is :http

2013-02-11 16:56:41,321 INFO [http-8080-7 ] EMAppServlet - EMApp Request parameters: Logout=null Device Name=SEP001E7A259ADB User Id=3809 Device Profile=null Refresh=null Remote Host IP Address = 172.40.0.210 Via Header Set = false getClusterInfo = null Lang = en_US Charset=utf-8,iso-8859-1;q=0.8 Emcc = null

2013-02-11 16:56:41,340 INFO [http-8080-7 ] CMDatabase - SEP001E7A259ADB with model 115 and locale 1 does not support alternate script

2013-02-11 16:56:41,340 INFO [http-8080-7 ] EMAppServlet - Alternate Script for device SEP001E7A259ADB =

2013-02-11 16:56:41,340 INFO [http-8080-7 ] EMAppServlet - EM Request for 3809

2013-02-11 16:56:41,404 ERROR [http-8080-7 ] DirAccess - EMApp DirAccess: Login failed : Could not authenticate: 1 : Wrong credential

2013-02-11 16:56:41,404 ERROR [http-8080-7 ] EMAppServlet - Error: Authentication failed for :3809 on device SEP001E7A259ADB 201

2013-02-11 16:56:41,405 INFO [http-8080-7 ] EMAppServlet - Context:/emapp ::URI:/jsp/form1.jsp

2013-02-11 16:56:41,405 INFO [http-8080-7 ] EMAppServlet - findPreferredCharSet on utf-8,iso-8859-1;q=0.8

2013-02-11 16:56:41,405 INFO [http-8080-7 ] EMAppServlet - token1 = utf-8

2013-02-11 16:56:41,405 INFO [http-8080-7 ] EMAppServlet - token2 = utf-8

2013-02-11 16:56:41,405 INFO [http-8080-7 ] EMAppServlet - charset with q value is 1 utf-8

2013-02-11 16:56:41,406 INFO [http-8080-7 ] EMAppServlet - returning charset as q value is 1 utf-8

2013-02-11 16:56:41,406 INFO [http-8080-7 ] EMAppServlet - my charset =utf-8

2013-02-11 16:57:05,500 INFO [http-8080-7 ] EMAppServlet - EMApp Request# ----->60

2013-02-11 16:57:05,501 INFO [http-8080-7 ] EMAppServlet - EMAppServlet: Request protocol is :http

2013-02-11 16:57:05,501 INFO [http-8080-7 ] EMAppServlet - EMApp Request parameters: Logout=null Device Name=SEP001E7A259ADB User Id=7245 Device Profile=null Refresh=null Remote Host IP Address = 172.40.0.210 Via Header Set = false getClusterInfo = null Lang = en_US Charset=utf-8,iso-8859-1;q=0.8 Emcc = null

2013-02-11 16:57:05,501 INFO [http-8080-7 ] EMAppServlet - EM Request for 7245

2013-02-11 16:57:05,528 ERROR [http-8080-7 ] DirAccess - EMApp DirAccess: Login failed : Could not authenticate: 1 : Wrong credential

2013-02-11 16:57:05,528 ERROR [http-8080-7 ] EMAppServlet - Error: Authentication failed for :7245 on device SEP001E7A259ADB 201

2013-02-11 16:57:05,528 INFO [http-8080-7 ] EMAppServlet - Context:/emapp ::URI:/jsp/form1.jsp

2013-02-11 16:57:05,529 INFO [http-8080-7 ] EMAppServlet - findPreferredCharSet on utf-8,iso-8859-1;q=0.8

2013-02-11 16:57:05,529 INFO [http-8080-7 ] EMAppServlet - token1 = utf-8

2013-02-11 16:57:05,529 INFO [http-8080-7 ] EMAppServlet - token2 = utf-8

2013-02-11 16:57:05,529 INFO [http-8080-7 ] EMAppServlet - charset with q value is 1 utf-8

2013-02-11 16:57:05,529 INFO [http-8080-7 ] EMAppServlet - returning charset as q value is 1 utf-8

2013-02-11 16:57:05,530 INFO [http-8080-7 ] EMAppServlet - my charset =utf-8

I already restarted Cisco Extension Mobility and Cisco Tomcat services on both servers still to no avail.

Might this really be a DB replication problem and is there a way to overcome this problem?

TIA,

Pedro Miguel Marques

Aashish Jolly · ‎02-20-2013

Hi,

You may want to try pointing the EM URL to Publisher to see if that makes a difference. Since no association shows up in subscriber, that could be an issue with some table not replicated, so check if pointing to Publisher works for you.

Anas Abueideh · ‎02-20-2013

Hi,

try to restart the extension mobility service on the subscriber.

also try to change the extension mobility to publisher to make sure that EM is working. also kindly check the user has the correct settings: the phone is enabled for EM, the enduser is associated with device profile.

HTH

Anas

please rate if it is helpful

arafmohammed · ‎02-26-2013

hi Did you ever get a resolution for this issue, we have the same issue but running 7.1.5, and have the issue with one user, if we reset the users PIN they can login for that day, but it seems when it syncs again with LDAP the following day the user is unable to login