IP phones reseting from time to time (CUCM 8.0.3)

ichehouri · ‎02-22-2011

Hi,

i have CUCM cluster version 8.0.3 and IP phones of different types (9971, 7975 ...)

the issue iam facing is that all IP phones are reseting from time to time and giving the error message:

Title: Lost connection to the server

Your Active call was preserved the phone will attempt to re-establish connection after this call ends

note that if a call is active it stays active and not droped.

is there any suggestions

regards,

Ibrahim

Joseph Martini · ‎02-22-2011

If it's all IP phones regardsless of network location, then I would think this might be a CallManager service issue possibly crashing and restarting. If you connect to the command line of each server and run a "utils core active list" you might see some core files, if you do you probably want to open a TAC case to have them looked at. Alternatively I would look at the System Logs from the Real Time Monitoring Tool (RTMT) to see if there are any events that correspond to the phones unregistering.

ichehouri · ‎02-22-2011

thanks for the reply. i will look at the logs

regards,

Ibrahim

ichehouri · ‎02-23-2011

hi,

i tried the "utils core actice list" and i got the following, note that the last incident happend at 1:26 pm (13:26) which is matching the highlighted entry below:

Size         Date            Core File Name
=================================================================
355928 KB   2011-01-30 08:48:08   core.22291.11.ccm.1296366488
543808 KB   2011-02-01 10:19:48   core.32396.11.ccm.1296544785
327968 KB   2011-01-30 08:03:38   core.5506.11.cimserver.1296363817
767588 KB   2011-02-22 13:26:31   core.15583.11.ccm.1298370385
929620 KB   2011-02-07 15:06:49   core.29015.11.ccm.1297080401
             2011-02-19 16:25:28   core.31163.11.ccm.1298121909
565300 KB   2011-01-09 12:33:17   core.12784.11.ccm.1294565594
             2011-01-23 09:17:07   core.28732.11.ccm.1295763414
369104 KB   2011-02-23 09:53:32   core.16544.11.ccm.1298444012
853516 KB   2011-01-26 11:54:42   core.15419.11.ccm.1296032074
960652 KB   2011-01-04 12:32:13   core.12026.11.ccm.1294133524
             2011-01-17 12:13:43   core.26558.11.ccm.1295255598
912548 KB   2011-01-08 11:36:37   core.9892.11.ccm.1294475789
932056 KB   2011-02-13 14:41:53   core.22334.11.ccm.1297597305
312268 KB   2011-02-08 09:59:33   core.18975.11.ccm.1297148372
593032 KB   2011-01-29 13:26:49   core.21051.11.ccm.1296296807

any suggestions please

ibrahim

Joseph Martini · ‎02-23-2011

So the phones unregistered due to a CallManager (the *.ccm.* part of the file name) core. To start to determine what is causing it you'll need to run this command from the command line of the server you found the core file on "utils core active analyize core.15583.11.ccm.1298370385". The output you get is called a backtrace and that output can be used to search the bug toolkit to try and identify which bug is causing the problem.

ichehouri · ‎02-26-2011

Hi,

find attached the output of "utils core active analyze core.15583.11.ccm.1298370385"

regards,

Ibrahim

Joseph Martini · ‎02-26-2011

Thanks, that matches: http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCti79359.

ichehouri · ‎03-25-2011

Hi,

thanks for the reply. do you think i have to upgrade my cluster since this bug is resolved in many releases. My current version is 8.0.3 what is the recommended version i can use

regards,

Ibrahim