Host Not Found - Extension Mobility problem

[sayeedibrahim]

Hi

I have enabled extension mobility.

I understand that the service is configured properly as some users are able to login/logout successfully and when I check the URL in the settings of their IP Phones it displays the IP address of the server.

For some users, when I press the service button it displays message "Host Not Found" and when I check the URL in the settings of their IP Phones it does not display the  address of the server.

I have already tried the common mentioned solutions but no luck.

1. I have already made changes in Enterprise settings and replaced the CCM Hostname with IP Address.

2. I have added an entry in DNS server

3. Re-configured the service

4. Restarted the IP Phones, services [TFTP, Extension Mobility]

5. Rebooted the server

The only thing I missed out on was changing the hostname to IP address.

When i go to System---Server ---Find --- it displays the hostname. I am afraid of loosing service if I change from Hostname to  IP. The application itself warns from doing the same. I am managing the server remotely and have no technical assistance at the site.

Appreciate guidelines from all you techies out there.

Thanks

[Aaron Harrison]

Hi

The name in system/servers is sent to the phones and used for registration mainly. If the phones are registered you can leave that as is for now.

When you get the host not found, is this when you :

1) Press 'Services'? This is managed by the Enterprise Param -Services URL

2) Select EM from the services menu?

Aaron

[sayeedibrahim]

Hi Aaron

I get this problem when i press the services button

[Bright.samazie1]

I'm getting this Error on the logs

EMApp Request# ----->22492
2017-07-10 13:00:13,657 INFO [http-bio-443-exec-371] EMAppServlet - EMAppServlet: Request protocol is :https
2017-07-10 13:00:13,657 INFO [http-bio-443-exec-371] EMAppServlet - EMApp Request parameters: Logout=null Device Name=null User Id=null Device Profile=null Refresh=SEPC40ACB4C2B28#Logout Remote Host IP Address = 10.102.25.89 Via Header Set = false getClusterInfo = null Lang = en_GB Charset=utf-8,iso-8859-1;q=0.8 Emcc = true
2017-07-10 13:00:13,657 INFO [http-bio-443-exec-371] EMAppServlet - refresh is not null: devicename = SEPC40ACB4C2B28
2017-07-10 13:00:13,657 INFO [http-bio-443-exec-371] CMDatabase - CMDatabase:checkDeviceAllowsAlternateScript
2017-07-10 13:00:13,659 INFO [http-bio-443-exec-371] CMDatabase - SEPC40ACB4C2B28 with model 404 and locale 33 does not support alternate script
2017-07-10 13:00:13,659 INFO [http-bio-443-exec-371] EMAppServlet - alternate script for device SEPC40ACB4C2B28=
2017-07-10 13:00:13,660 INFO [http-bio-443-exec-371] EMAppServlet - Refresh is set to Logout
2017-07-10 13:00:13,660 INFO [http-bio-443-exec-371] EMAppServlet - Context:/emapp ::URI:/jsp/Login.jsp
2017-07-10 13:00:13,660 INFO [http-bio-443-exec-371] EMAppServlet - findPreferredCharSet on utf-8,iso-8859-1;q=0.8
2017-07-10 13:00:13,660 INFO [http-bio-443-exec-371] EMAppServlet - token1 = utf-8
2017-07-10 13:00:13,660 INFO [http-bio-443-exec-371] EMAppServlet - token2 = utf-8
2017-07-10 13:00:13,660 INFO [http-bio-443-exec-371] EMAppServlet - charset with q value is 1 utf-8
2017-07-10 13:00:13,660 INFO [http-bio-443-exec-371] EMAppServlet - returning charset as q value is 1 utf-8
2017-07-10 13:00:13,660 INFO [http-bio-443-exec-371] EMAppServlet - my charset =utf-8
2017-07-10 13:00:25,870 INFO [http-bio-443-exec-341] EMAppServlet - EMApp Request# ----->22493
2017-07-10 13:00:25,871 INFO [http-bio-443-exec-341] EMAppServlet - EMAppServlet: Request protocol is :https
2017-07-10 13:00:25,871 INFO [http-bio-443-exec-341] EMAppServlet - EMApp Request parameters: Logout=null Device Name=SEPC40ACB4C44D8 User Id=null Device Profile=null Refresh=null Remote Host IP Address = 10.10.31.46 Via Header Set = false getClusterInfo = null Lang = en_GB Charset=utf-8,iso-8859-1;q=0.8 Emcc = true
2017-07-10 13:00:25,871 INFO [http-bio-443-exec-341] CMDatabase - CMDatabase:checkDeviceAllowsAlternateScript
2017-07-10 13:00:25,877 INFO [http-bio-443-exec-341] CMDatabase - SEPC40ACB4C44D8 with model 404 and locale 33 does not support alternate script
2017-07-10 13:00:25,878 INFO [http-bio-443-exec-341] EMAppServlet - Alternate Script for device SEPC40ACB4C44D8 =
2017-07-10 13:00:25,878 INFO [http-bio-443-exec-341] EMServiceCommunicator - Posting to EM Query Service:https://localhost:8443/emservice/EMServiceServlet
2017-07-10 13:00:25,913 INFO [http-bio-443-exec-341] EMAppServlet - The login status result for :SEPC40ACB4C44D8:40609:40611:null:no
2017-07-10 13:00:25,913 INFO [http-bio-443-exec-341] CMDatabase - CMDatabase:checkDeviceAllowsAlternateScript
2017-07-10 13:00:25,916 INFO [http-bio-443-exec-341] CMDatabase - SEPC40ACB4C44D8 with model 404 and locale 33 does not support alternate script
2017-07-10 13:00:25,916 INFO [http-bio-443-exec-341] EMAppServlet - Sent Confirm logout page for device SEPC40ACB4C44D8
2017-07-10 13:00:25,916 INFO [http-bio-443-exec-341] EMAppServlet - Context:/emapp ::URI:/jsp/confirmLogout.jsp
2017-07-10 13:00:25,916 INFO [http-bio-443-exec-341] EMAppServlet - findPreferredCharSet on utf-8,iso-8859-1;q=0.8
2017-07-10 13:00:25,916 INFO [http-bio-443-exec-341] EMAppServlet - token1 = utf-8
2017-07-10 13:00:25,916 INFO [http-bio-443-exec-341] EMAppServlet - token2 = utf-8
2017-07-10 13:00:25,917 INFO [http-bio-443-exec-341] EMAppServlet - charset with q value is 1 utf-8
2017-07-10 13:00:25,917 INFO [http-bio-443-exec-341] EMAppServlet - returning charset as q value is 1 utf-8
2017-07-10 13:00:25,917 INFO [http-bio-443-exec-341] EMAppServlet - my charset =utf-8
2017-07-10 13:00:27,018 INFO [http-bio-443-exec-229] EMAppServlet - EMApp Request# ----->22494
2017-07-10 13:00:27,019 INFO [http-bio-443-exec-229] EMAppServlet - EMAppServlet: Request protocol is :https
2017-07-10 13:00:27,020 INFO [http-bio-443-exec-229] EMAppServlet - EMApp Request parameters: Logout=true Device Name=SEPC40ACB4C44D8 User Id=null Device Profile=null Refresh=null Remote Host IP Address = 10.10.31.46 Via Header Set = false getClusterInfo = null Lang = en_GB Charset=utf-8,iso-8859-1;q=0.8 Emcc = true
2017-07-10 13:00:27,020 INFO [http-bio-443-exec-229] EMServiceCommunicator - postMsgToLoginService: Service URL :https://localhost:8443/emservice/EMServiceServlet
2017-07-10 13:00:27,056 INFO [http-bio-443-exec-229] EMAppServlet - Successfully performed Logout for user null at SEPC40ACB4C44D8
2017-07-10 13:00:27,057 INFO [http-bio-443-exec-229] EMAppServlet - Context:/emapp ::URI:/jsp/phone_refresh.jsp
2017-07-10 13:00:27,057 INFO [http-bio-443-exec-229] EMAppServlet - findPreferredCharSet on utf-8,iso-8859-1;q=0.8
2017-07-10 13:00:27,058 INFO [http-bio-443-exec-229] EMAppServlet - token1 = utf-8
2017-07-10 13:00:27,058 INFO [http-bio-443-exec-229] EMAppServlet - token2 = utf-8
2017-07-10 13:00:27,058 INFO [http-bio-443-exec-229] EMAppServlet - charset with q value is 1 utf-8

[Ayodeji Okanlawon]

One of the things I would check is that the phones having these issue can reach the server hosting the extension mobility service. I blieve your phones are in different VLANS, hence you need to esure that the affected phones have connectivity to the server.

[sayeedibrahim]

Hi

All my ip phones are in the same vlan. However the DNS server is another vlan. But when I connect a laptop to the switch assigning vlan as access vlan I can ping the CCM, DNS. I can even ping with the name of CCM.

The issue is that on some phones the services get displayed but not on all.

[Aaron Harrison]

Hi

If you can see that you are accessing the services URL with an IP; and you have reset all the phones... and it still doesn't work:

1) Check that you can ping a phone that doesn't work from the service URL IP (i.e. the publisher, with 'utils network ping x.x.x.x')

2) Are the phones in the same VLAN as the publisher? Do a 'utils network arp list' to get the count of ARP addresses in the server cache and post it back

Aaron

[sayeedibrahim]

Hi

One of the IP Phone which gives host not found problem has MAC Address: 00070E362181

Attached file has output for both utils network arp list and ping commands

[Aaron Harrison]

Hi

OK, so reachability looks good.

If you browse to the phone IP, then click 'Netowrk Configuration', what do you see for the services URL?

Aaron

[sayeedibrahim]

Attached is the html file for Device - Network configuration.

On CCM I have specified the IP Address but here it shows

MAC Address00070E362181

CallManager 1RSF-S01-C02-B01-UCM-1 CallManager 2

10.65.57.4 Active

Services URLhttp://CISCO-CALLMANAG/CCMCIP/getservicesmenu.asp

[sayeedibrahim]

I just compared the Network configuration for phone that displays Services and the one that does not. Check below information.

I think the one giving problem should be reset to factory settings and register again with CCM V7.1

Phone displaying the services

User Locale Version4.2(3)Network Locale Version7.1.0.1(3)

Phone giving " Host Not Found" problem

User Locale Version4.1(3)Network Locale Version

4.1(3)

[Aaron Harrison]

Hi

Do you have a different user/network locale configured for those phones in CCM?

If you have an invalid locale (i.e. you've selected a local that you haven't actually installed the files for) that might be why it shows different..

Aaron

[Aaron Harrison]

What happens if you set your Enterprise Parameter for the Services URL to be:

http://x.x.x.x/CCMCIP/getservicesmenu.asp

Where x.x.x.x is your CCM IP? You said in your original post you had done this already?

[sayeedibrahim]

As i mentioned earlier i have already changed server name to ip under Enterprise Parameters.

Tomorrow i will reset the IP Phone with IP 10.65.57.43 to factory settings and try.

[Aaron Harrison]

Hi

OK, but why change it back before it's working? Keep it simple...

I have seen problems with accessing directories and other CCM pages related to locales; they should return in the user's locale, but if you haven't installed that locale on your cluster then you may have problems.

Check the locale set on the phone and any device profile that might be logging in, and make sure you have installed it properly as well.

Regards

Aaron