SDL Trace: Phone Rebooting

[Frankaviglia]

Dear all,

we've had a case of a SIP 8961 Phone rebooting during a phone call.

Could you help me interpret, from the logs below, what actually happen. Particularly if is it a Firmware Problem or a network connectivity issue?

1) User made a phone call @ 11:44.
2) After about 5 minutes, the phone call dropped and the phone rebooted itself
3) As soon as it came back up, user manually reinitiated the phone call

The log history underneath has been simplified for sake of simplicity, and a snapshot around 11:44, has been reported

...
2014/03/10 11:44:26.979 CcSetupCompReq                         call_active                    
2014/03/10 11:44:26.979 CcSetupRes                             call_initiated1                
2014/03/10 11:44:26.979 CcSetupCompReq                         NA RemoteSignal                
2014/03/10 11:44:26.979 CcSetupRes                             restart0                       
2014/03/10 11:44:26.979 CcSetupRes                             wait                           
2014/03/10 11:44:26.980 CcSetupRes                             call_remoteinuse               
2014/03/10 11:44:26.980 CcSetupRes                             translate                      
2014/03/10 11:44:26.980 StationOutputCallInfo                  restart0                       
2014/03/10 11:44:26.980 CcSetupRes                             inCall_proceeding              
2014/03/10 11:44:26.980 StationOutputCallInfo                  restart0                       
2014/03/10 11:50:40.556               << -- THIS LINE IS SHOWN BELOW:                                                            
2014/03/10 11:50:42.682 LineRegisterReq                        wait                           
2014/03/10 11:50:42.682 LineRegisterRes                        line_register                  
2014/03/10 11:50:42.684 CtiDeviceRegisterNotifyWithLineInfo    wait                           
2014/03/10 11:50:42.684 CtiDeviceRegisterNotifyWithLineInfo    NA RemoteSignal                
2014/03/10 11:51:38.028 SIPSetupInd                            wait                           
2014/03/10 11:51:38.028 SIPSetupInd                            wait                           
2014/03/10 11:51:38.028 SIPSetupInd                            await_setup                    
2014/03/10 11:51:38.028 SIPSetupInd                            null0                          
2014/03/10 11:51:38.029 CcRegisterPartyA                       restart0                       
2014/03/10 11:51:38.029 CcSetupInd                             restart0                       
2014/03/10 11:51:38.029 CcRegisterPartyA                       call_initiated1                
2014/03/10 11:51:38.029 CcSetupInd                             call_initiated1                
...

Line reported here:
222174105 |2014/03/10 11:50:40.556 |100 |AlarmErr | | | | |  |AlarmClass: CallManager, AlarmName: EndPointUnregistered, AlarmSeverity: Error, AlarmMessage: , AlarmDescription: An endpoint has unregistered, AlarmParameters:  DeviceName:SEP3CCxxxxxxxxx, IPAddress:X.X.X.X, Protocol:SIP, DeviceType:540, Description:Phone1, Reason:6, IPAddrAttributes:0, LastSignalReceived:SIPConnControlInd, CallState:123456-disconnect_request11, AppID:Cisco CallManager, ClusterID:StandAloneCluster, NodeID:CRM-SUB-A2,

Does EndPointUnregistered mean that the phone volountarley deregistered itself, or that KeepAlives were missed?

Many thanks for your help,

Francesco

[Manish Gogna]

Hi Francesco,

If it had been a keepalive timeout then the phone would have reset after the call was over. Resetting of the phone during an active call would actually point to an issue on the phone / switch(port) or someting else on the network. You can also capture the console logs from the IP phone depending upon the frequency of the issue> if its possible to setup a packet capture on one of the swicthports where the affected phone is connected it would provide the exact details. Reason code of 6 in the trace above is a generic 'Network connectivity' issue message. It would also be recommended to look for any errors on the switchport where these phones are connected.

HTH

Manish

[Sreekanth Narayanan]

Hey Francesco,

Reason 6 on the EndPointUnregistered error is:

6 ConnectivityError - Network communication between the device and Unified CM has been interrupted. Possible causes include device power outage, network power outage, network configuration error, network delay, packet drops, and packet corruption. It is also possible to get this error if the Unified CM node is experiencing high CPU usage. Verify that the device is powered up and operating, verify that network connectivity exists between the device and Unified CM, and verify that the CPU utilization is in the safe range (you can monitor this via the CPU Pegging Alert in RTMT).

You should check the Event Viewer - Application and System logs from the Call manager to get more details on this and see if any other phones were affected with this.

As Manish has said, this may be a network issue that has caused this because it doesn't look like there was a reset initiated on the phone or the call manager.

More details of error messages on call manager can be found here:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/err_msgs/8_x/ccmalarms851.html