Phone goes into "Unprovisioned state after Extension Mobility login

[DuBu]

Hi All

CUCM version 14.x. We have a 8861 phone  deployed at one of the locations. The phone is used by the Command center team. They have a common user id and password which they use to login to the phones.

On this new phone that is deployed , when they try to login using the user id and password, the Login shows successful but the profile does not get loaded and the phone displays "Phone Registering and then shows "UnProvisioned" message .

Any ideas what could be the issue?

[Nithin Eluvathingal]

The device  profile has extensions configured ?

[DuBu]

Yes Nithin, its configured

[Nithin Eluvathingal]

Asper the OP, it says this is a new phone. What was the old phone used for extension login. And have you created the device profile for 8861 ?

if not, create a device profile for 8861 and try.

[Daniel Bosch]

That's odd. Don't have an immediate answer, but here are some things I would run through to try and isolate the issue...

What is the Device Type (Product Type) and Phone Button Template configured for the user Device Profile?  If Product Type isn't 8861, perhaps try setting up another "8861" Device Profile for one user and see if behavior is the same when that user logs in to EM and selects that profile instead.

Are users able to login to other devices successfully?  If so, what models are those?

Is "Enable Extension Mobility" checked on the 8861?  If it isn't, you should see "Login not available" instead of "Unprovisioned" but weird things happen.

What firmware is running on the 8861?  Does this happen on any other 8861s?  Maybe try a different firmware.

Have you looked at the phone logs? (Settings, Admin Settings, Status)

[Maren Mahoney]

If they have a common user ID and password that implies they are all using the same Extension Mobility Device Profile.

In the service parameters for the Extension Mobility Service look at the setting for "Multiple Login Behavior". Do you have "Multiple Logins Allowed" set?

Maren

[Carlo Poggiarelli]

Hi,

Before logging in the phone, go to Device—> Phone on the CUCM Admin page and select “Actively Logged in Device Report” on top right corner and click “Go”.

That will show you all logged in Device Profiles.

See if that Device Profile is already logged in and, in case, click on that, scroll down e click on “Log out “ . Once done, try to log in a phone again.

Please let us know.

Cheers

Carlo