Third Party SIP Endpoint: Warning 399

[edembskey@glenoaks.edu]

We have 2 Rath 2100-986 VoIP emergency endpoints. Under the hood this is a Digital Acoustics SS8 IP7-FD-BRD is a board-level full-duplex IP Intercom.

We use these as emergency phones, with a single button to call 911.

They have both been rock solid, but now Phone 2 is not registering with CM. Phone 1 is still working.

We made no config changes to CM or the network when Phone 2 stopped registering.

I can ping the phone, and I have tested the Ethernet cable.

In the Digital Acoustics software, I see this error:

<IP7Record time="0x5d12edc7" address="172.16.0.103" type="2" importance="0" MAC="00:1b:61:03:b6:d0">Date: Wed, 26 Jun 2019 04:00:07 GMT</IP7Record>
<IP7Record time="0x5d12edc7" address="172.16.0.103" type="2" importance="0" MAC="00:1b:61:03:b6:d0">Call-ID: ca675342ed4c32b5c246bb9fd9089e09@172.16.0.103</IP7Record>
<IP7Record time="0x5d12edc7" address="172.16.0.103" type="2" importance="0" MAC="00:1b:61:03:b6:d0">Server: Cisco-CUCM11.0</IP7Record>
<IP7Record time="0x5d12edc7" address="172.16.0.103" type="2" importance="0" MAC="00:1b:61:03:b6:d0">CSeq: 10001 REGISTER</IP7Record>
<IP7Record time="0x5d12edc7" address="172.16.0.103" type="2" importance="0" MAC="00:1b:61:03:b6:d0">Warning: 399 cucm4 "Unable to find device/user in database"</IP7Record>

Investigating this Warning:399, I have found some advice on this forum that states the phone needs a digest user.

But, the phone that is working does not have one, and the phone that is not working used to work without one.

Does anyone have any insight into what might cause this, and how to fix it?

As both phones are configured exactly the same, and nothing has changed on CM, our switches, or our network, the only thing I can think of is that the third-party SIP devices has failed; but the diagnostics I have available seem to indicate that it's working. I am waiting for Digital Acoustics to get back to be on the 399 error message.

[Brandon Buffin]

Check the config of the working phone in CUCM > Device > Phone > find the phone > Protocol Specific Configuration > Digest User. No user listed? My understanding is 3rd party SIP phones require a digest user as they do not register based on MAC address. Missing digest user would be consistent with the message you are receiving - 399 "Unable to find device/user in database"

Brandon

[edembskey@glenoaks.edu]

There's no digest user for the working phone, and the phone that used to work also had no digest user. 

I have also read that you need a digest user. But I have a phone working without one!

[edembskey@glenoaks.edu]

And I see this:

Configure the end user that will be the Digest User.

Note	If the third-party phone that is running SIP does not support an authorization ID (digest user), create a user with a user ID that matches the DN of the third-party phone. For example, create an end user named 1000 and create a DN of 1000 for the phone. Assign this user to the phone (see Step 9).

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/9_1_1/ccmcfg/CUCM_BK_A34970C5_00_admin-guide-91/CUCM_BK_A34970C5_00_admin-guide-91_appendix_01101000.html

[Brandon Buffin]

Does either phone have a user assigned? Not digest user, but an owner.

[edembskey@glenoaks.edu]

No, and they never have. 

[gregorypierce1]

I wish I could find some setup instructions for these. The rath company shows how to change the IP but when iut comes to connecting it to your CM they say contact cisco. We just got two of these and I'm trying to figure out how to connect and register them to my call manager so they call 911 when the button is pressed.