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intermittent rebooting of IP Phone and some encounters "Your active call was preserved" during their call.

ccg-collab1
Level 2
Level 2

Hi All,

Appreciate if you can help us figuring out the issue we are encountering right now. Some or most of the IP phones which on the remote site are experiencing intermittent restart or registering. Some users told us that they found an error "Your active call was preserved. The phone will try to reconnect after this call ends."

Done checking the CUCM status and replications and they are all in good condition. We also requested assistance from the network team but they are telling that connections between the remote site and the location of the CUCM are all fine.

We are now performing wireshark on one of the Cisco IP Phone and hopefully we can capture the issue.

Appreiate if you can still additional advice or action plan to further troubleshoot this issue. Thank you so much.

14 Replies 14

Suresh Hudda
VIP Alumni
VIP Alumni

Taking wire shark traces at phone level will help but not that much, for detailed analysis take packet capture at cucm as well (see below link for help on it), so you can analyze weather keep alive messages are reaching to cucm and ACK back which are sent by IP phone continuously in every 30 sec.

https://supportforums.cisco.com/document/44376/packet-capture-cucm-appliance-model

Apart from it check console logs on phone well.

And check unregister reason code as well in cucm.

Suresh

Hi Suresh,

Good Day. Thank you so much for the reply. I tried to checked the reason code from the ciscosyslog and found this:

Jun 25 00:27:28, FG-CCMSUB01, Error, , ccm: 16001: FG-CCMSUB01.firstgen.com.ph: Jun 24 2016 16:27:28.481 UTC : %UC_-3-LastOutOfServiceInformation: %[DeviceName=SEP9C57AD036587][DeviceIPv4Address=192.168.202.88/24][IPv4DefaultGateway=192.168.202.1][DeviceIPv6Address=][IPv6DefaultGateway=][ModelNumber=CP-8811][NeighborIPv4Address=192.168.208.11][NeighborIPv6Address=][NeighborDeviceID=Batangas_SW5.so.fgas.com][NeighborPortID=GigabitEthernet1/0/9][DHCPv4Status=1][DHCPv6Status=3][TFTPCfgStatus=1][DNSStatusUnifiedCM1=4][DNSStatusUnifiedCM2=4][DNSStatusUnifiedCM3=4][UNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM1=0][UNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM2=0][UNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM3=0][VoiceVLAN=202][UnifiedCMIPAddress=172.16.64.17][LocalPort=52363][TimeStamp=1466785608509][ReasonForOutOfService=10][LastProtocolEventSent=Sent:REGISTER sip:172.16.64.17 SIP/2.0 Cseq:8060 REGISTER CallId:9c57ad03-658735b3-18629c5f-4a478ec1@192.168.202.88][LastProtocolEventReceived=Rcvd:SIP/2.0 202 Accepted Cseq:1000 REFER CallId:9c57ad03-658, 2118

Also checked the status message on the phone and found reset-restart:

I will try to look also on the console logs and update you if i see additional information.

Thanks again.

Kier

I also found this


Jun 25 02:34:25, FG-CCMSUB01, Error, Cisco CallManager, : 249219: FG-CCMSUB01.firstgen.com.ph Jun 24 2016 18:34:25 UTC : %UC_CALLMANAGER-3-EndPointUnregistered: %[DeviceName=SEP9C57AD036587][IPAddress=192.168.202.88][Protocol=SIP][DeviceType=36217][Description=Lovely Joy Asi][Reason=6][IPAddrAttributes=0][LastSignalReceived=SIPConnControlInd][ClusterID=StandAloneCluster][NodeID=FG-CCMSUB01]: An endpoint has unregistered, 786

Upon checking the reason 6, it is stating that its connectivityError

Hello Kier, thank you, same to you :-)

Yes, it's seems network issue only ...keep alive are dropping somewhere in network as you can see tcp timeout in phone' status messages, for confirmation you can analyze cucm pcap and wireshark traces (both must be taken at the same time), you should involve network team to look at these traces as well.

Also get checked WAN link and QOS on it.

Suresh 

Hi Suresh,

Thank you so much for all the details and information. Actually I already involved our network team to check the network side. They already checked yesterday the WAN and they said that its all fine. Will request them also to check the LAN to further see if there is additional information we can get.

Can I use this command utils network  capture eth0 file packets count 100000 size all host ip (IP of the Cisco IP phone) to collect also the packets from the CUCM side? right now we are collecting a packet capture on the Cisco IP Phone and wait to the issue since it is intermittent.

I also tried to check the "utils core active list" to check if there is unusual behavior on the cucm I did not found any core files. Can you share other information that I can get so that we can inform the customer that the CUCM is working fine? Replication and CPU/Memory of the CUCM are also in good condition.

Hello Kier,

Yes you can capture for specific host as well. But to prove this issue to network team the best option is pcap traces of cucm and IP phone.

And you can say them as well if other sites or HQ (location where cucm kept) site' phones are working fine then there should not be any issue in cucm.

Do you have different model of IP phones at this problematic site, or is this issue model specific ? And if same IP phone model with same firmware level and on cucm subscriber are running fine at other sites then there can not be issue with cucm cluster.

Suresh

Hi Suresh,

Noted. That is why we are now running also a packet capture from the CUCM and IP Phone. Hopefully we will encounter again the issue so that we can capture it.

Our problem now is there is already no IP Phones located on the HQ where the CUCM server is located. Customer is already migrated to the other HQ office and we implemented a new CUCM 10.5 there. This remote site is still registered to the old CUCM which is 8.6.  They will also migrate this remote site to the new CUCM but we are still waiting for the schedule. We just encountered this issue 3 days before.

Most of the reported Cisco IP Phones are 8811 model, but as per checking, other models like 7942 are still encountering this issue that is why i am not seeing this as firmware related issue.

Right now, Im still searching and thinking what other action i can do to immediately figure out the reason of this issue.

Kier

Hi Suresh,

Since as per checking the ip phones encountered unoregistered using rtmt, i looked to this phone and found the below debug:


Debug Display

Cisco Unified IP Phone CP-7942G ( SEP381C1ABA7387 )

Device Information
Network Configuration
Network Statistics
Ethernet Information
Access
Network
Device Logs
Console Logs
Core Dumps
Status Messages
Debug Display
Streaming Statistics
Stream 1
Stream 2
Stream 3
Stream 4
Stream 5

8:12:10a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
8:12:14a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
8:24:09a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
8:39:01a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
8:44:56a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
8:45:03a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
8:54:50a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
8:54:53a 9: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) TFTP Error
8:54:53a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
9:06:48a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
9:16:12a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
9:16:16a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
9:28:12a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
10:11:33a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
10:21:21a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
10:21:23a 9: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) TFTP Error
10:21:23a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
10:32:10a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
10:32:13a 9: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) TFTP Error
10:32:13a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
10:43:00a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
10:43:02a 9: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) TFTP Error
10:43:02a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
10:53:07a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
10:54:08a 14: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=UCM-closed-TCP
11:06:14a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
11:06:16a 9: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) TFTP Error
11:06:16a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
11:06:52a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
11:06:56a 9: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) TFTP Error
11:06:56a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
11:26:53a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
11:26:53a 7: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) TFTP Timeout
11:26:53a 41: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=IPv4 DHCP Timeout
11:26:54a 14: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=UCM-closed-TCP
11:27:24a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
11:27:27a 9: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) TFTP Error
11:27:27a 23: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=Reset-Restart
11:30:37a 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout
3:32:26p 10: Name=SEP381C1ABA7387 Load= 9.3(1SR3.1S) Last=TCP-timeout

I also found this PowerSavePlusFailure before the unregistered status of the IP Phone. I dont know if it is related, still searching for its meaning.

Jun 25 15:31:08, FG-CCMSUB01, Warning, Cisco CallManager, : 253915: FG-CCMSUB01.firstgen.com.ph Jun 25 2016 07:31:08 UTC : %UC_-4-PowerSavePlusFailure: %[DeviceName=SEP6CFA8995A965][DeviceIPv4Address=192.168.202.87][Reason=1][ClusterID=StandAloneCluster][NodeID=FG-CCMSUB01]: The device could not enter Power Save Plus, 5482
Jun 25 15:31:08, FG-CCMSUB01, Warning, Cisco CallManager, : 253916: FG-CCMSUB01.firstgen.com.ph Jun 25 2016 07:31:08 UTC : %UC_-4-PowerSavePlusFailure: %[DeviceName=SEP6CFA8995A965][DeviceIPv4Address=192.168.202.87][Reason=2][ClusterID=StandAloneCluster][NodeID=FG-CCMSUB01]: The device could not enter Power Save Plus, 5483
Jun 25 15:31:13, FG-CCMSUB01, Info, Cisco CallManager, : 253917: FG-CCMSUB01.firstgen.com.ph Jun 25 2016 07:31:13 UTC : %UC_CALLMANAGER-6-StationConnectionError: %[DeviceName=SEP381C1ABA7387][ReasonCode=2][ClusterID=StandAloneCluster][NodeID=FG-CCMSUB01]: Station device is closing the connection, 5484
Jun 25 15:31:13, FG-CCMSUB01, Error, Cisco CallManager, : 253918: FG-CCMSUB01.firstgen.com.ph Jun 25 2016 07:31:13 UTC : %UC_CALLMANAGER-3-EndPointUnregistered: %[DeviceName=SEP381C1ABA7387][IPAddress=192.168.202.64][Protocol=SCCP][DeviceType=434][Description=Gefford Asidera][Reason=13][IPAddrAttributes=3][ClusterID=StandAloneCluster][NodeID=FG-CCMSUB01]: An endpoint has unregistered, 5485
Jun 25 15:31:30, FG-CCMSUB01, Error, Cisco CallManager, : 253919: FG-CCMSUB01.firstgen.com.ph Jun 25 2016 07:31:30 UTC : %UC_CALLMANAGER-3-EndPointUnregistered: %[DeviceName=SEP3820560C0953][IPAddress=192.168.202.97][Protocol=SIP][DeviceType=621][Description=Cyrus Mann P. Cerezo][Reason=13][IPAddrAttributes=0][LastSignalReceived=SIPStationDPrimaryLineTimeout][ClusterID=StandAloneCluster][NodeID=FG-CCMSUB01]: An endpoint has unregistered, 5486
Jun 25 15:31:37, FG-CCMSUB01, Info, Cisco CallManager, : 253920: FG-CCMSUB01.firstgen.com.ph Jun 25 2016 07:31:37 UTC : %UC_CALLMANAGER-6-StationConnectionError: %[DeviceName=SEP6CFA8995A965][ReasonCode=8][ClusterID=StandAloneCluster][NodeID=FG-CCMSUB01]: Station device is closing the connection, 5487
Jun 25 15:31:37, FG-CCMSUB01, Error, Cisco CallManager, : 253921: FG-CCMSUB01.firstgen.com.ph Jun 25 2016 07:31:37 UTC : %UC_CALLMANAGER-3-EndPointUnregistered: %[DeviceName=SEP6CFA8995A965][IPAddress=192.168.202.87][Protocol=SCCP][DeviceType=434][Description=Marlene Ramos][Reason=6][IPAddrAttributes=3][ClusterID=StandAloneCluster][NodeID=FG-CCMSUB01]: An endpoint has unregistered, 5488

From logs it seems phone is trying to go to power saver plus mode wherein the phone will power down and use min power level .This is basically when energy wise is enabled on the network.I am not too sure if you network switch is configured for this so please check it.

Also can you check if phone is enabled for power saver plus mode in product specific configuration and disable it.thanks

Hi Deepak,

As per checking, I think that this Power Save Plus configuration is not related on the issues we are encountering since not all the Cisco IP Phones are configured for Power Save Plus. Most of the Cisco IP Phones also that encountered the issue doesn't have this configuration but still encountering the issue.

I also read the link you provided and Am I correct to say that ever this Power Save Plus is configured to IP Phone, the phone will still not go to restart or unregistering/registering? 

Right now, we will continue on the packet capture from the Cisco IP Phone and from the CUCM.

I just encountered unusual behavior on collecting the packet capture from the RTMT. After checking running the command for capturing the packet on CLI of CUCM and collected the trace, I cannot get the latest cap file. When i run and it says that packets.cap was renamed packets_10.cap, then after ending it and collect the trace, i will always get packets_5.cap and not packets_10.cap.

Thank you,

Kier

Hello Kier,

yes , i might be wrong as well however i was just going by the logs and unregister reason code ( 13 keep alive timeout due to power or network outage,6 network connecivity issues.

Also you should capture the pcap file for specific timeline and not worry about naming too much, atleast it will give us more details.thanks

Hi Deepak,

Thanks a lot for all the informations. Yes we are still running now the command for the Call Manager however we did not yet encountered the issue. Is it ok to run the command for packet capture from the CUCM CLI on a long period of time? And is it possible to delete the cap files that we had been generated already on the system so that we can prevent it from occupying more or additional space in CUCM?

Thank you,

Kier

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