Cisco IP Phone 7961, 7970, 7975 rebooting many times

mrcbtklsentral · ‎05-28-2014

Hi Team,

We have problem with these 3 type of phone which keep rebooting various time and even calls dropping. I have search for the solution about a week but doesn't find the solution. We are using CUCM 8.6.1. Here is the part of debug display from the phone web browser. It seems there is firmware load for the phone is not match. But I have manually put the phone load to SCCP70.8-0-3S but it is not working either. the default firmware for this phone is SCCP70.9-2-1S.

debug display using the default load:

    5:39:46a 14: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=CM-closed-TCP
   5:40:31a 31: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S File Auth Fail: SCCP70.9-2-1S
   5:40:31a 25: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=Initialized
   7:13:54a 14: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=CM-closed-TCP
   7:14:40a 31: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S File Auth Fail: SCCP70.9-2-1S
   7:14:40a 25: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=Initialized
   8:29:16a 14: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=CM-closed-TCP
   8:29:55a 31: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S File Auth Fail: SCCP70.9-2-1S
   8:29:56a 25: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=Initialized
   8:32:36a 14: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=CM-closed-TCP
   8:33:15a 31: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S File Auth Fail: SCCP70.9-2-1S
   8:33:15a 25: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=Initialized
   9:12:53a 14: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=CM-closed-TCP
   9:13:33a 31: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S File Auth Fail: SCCP70.9-2-1S
   9:13:33a 25: Name=SEP001B2A8944AF Load= SCCP70.8-0-3S Last=Initialized

debug display using the manual key in phone load.

    4:09:57a 14: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=CM-closed-TCP
   4:10:07a 23: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=Reset-Restart
   4:55:21a 14: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=CM-closed-TCP
   4:55:28a 23: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=Reset-Restart
   5:39:48a 14: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=CM-closed-TCP
   5:40:14a 23: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=Reset-Restart
   6:32:13a 14: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=CM-closed-TCP
   6:32:25a 23: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=Reset-Restart
   9:02:15a 14: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=CM-closed-TCP
   9:02:29a 23: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=Reset-Restart
   9:02:29a 18: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=Failback
   9:16:28a 14: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=CM-closed-TCP
   9:16:57a 23: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=Reset-Restart
   9:36:12a 14: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=CM-closed-TCP
   9:36:14a 18: Name=SEP001B54147854 Load= SCCP70.8-0-3S Last=Failback

Hope the experts here can advise.

Gergely Szabo · ‎05-29-2014

Hi,

are you sure ther is no network related issue there? It looks like it.

Here's an explanation from Troubleshooting Cisco IP Telephony (by Paul Giralt, Addis Hallmark, Anne Smith):

G.

mrcbtklsentral · ‎05-29-2014

Hi G,

Thanks for the reply. I don't think it relates to the network. I am using 7960 and it goes well without any interruption. All the phones are registered to the CUCM 1 (primary) after the phone resetting it falls back to CUCM 1 and not going to CUCM 2 (backup). How to check the log in CUCM by the way?

Sanjay Khurana · ‎06-05-2014

Hi

Can you look with the MAC address in s the app and sys logs and check the reason for out of service or provide us the app and sys logs along with the call manager traces of the time stamp when issue occurs. Do mention the mac address of the affected phone.

Thanks

Manish Gogna · ‎05-29-2014

Hi,

Its a very general problem description. You need to concentrate on one IP phone that is affected, example a 7961. Check if there are other 7961's connected to the same switch which are working fine. If not, are there other phone models connected to that switch which are not experiencing the issue? Are all the 7961's registered on your cluster affected or a few of them? if a few of them are affected , what is different from the working 7961's, the firmware, device pool, location etc?

Most importantly, you need to setup a parallel capture on the 7961 and the cucm to which it is registered and capture the traffic when it experiences the issue.

HTH

Manish

mrcbtklsentral · ‎05-29-2014

Hi Manish,

There are 7961 with the different subnet experience the same issue and connected to the same switch. Also for the other models. The debug displays the same problem.

    1:55:58p 14: Name=SEP001B54147C5A Load= SCCP70.8-0-3S Last=CM-closed-TCP
   1:56:39p 31: Name=SEP001B54147C5A Load= SCCP70.8-0-3S File Auth Fail: SCCP70.9-2-1S
   1:56:39p 25: Name=SEP001B54147C5A Load= SCCP70.8-0-3S Last=Initialized
   4:59:26p 14: Name=SEP001B54147C5A Load= SCCP70.8-0-3S Last=CM-closed-TCP
   4:59:27p 18: Name=SEP001B54147C5A Load= SCCP70.8-0-3S Last=Failback
   5:00:07p 31: Name=SEP001B54147C5A Load= SCCP70.8-0-3S File Auth Fail: SCCP70.9-2-1S
   5:00:07p 25: Name=SEP001B54147C5A Load= SCCP70.8-0-3S Last=Initialized

I guess the problem comes from CUCM itself but I have no idea where it is triggered.

Manish Gogna · ‎05-29-2014

I see a lot of 'Auth fail' errors. If there are 79XX series IP phones running firmware lower than 8-5-2S which are trying to upgrade to firmware 9.0 or higher, then we see this error. You need to install 8-5-2S intermediate load on TFTP servers and restart the TFTP service and reset the phones to take the 8-5-2S firmware. Once on 8-5-2S, you can upgrade them to any 9.x version.

HTH

Manish