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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Beginner

Error from EM Service[6] : ip phone services issue

Hello,

I have a following error message when I want to login a user on ip phone ( extension mobility service ).

The versions of callmanager are : 3.3(4) and are integrated into an AD.

In the trace ( EM ), we have a following error

16: May 24 09:27:06.969 CEST %EMApp-EMAPPSERVLET-7-UNK:URL of EM Service:http://10.1.16.2/LoginService/login.asp

17: May 24 09:27:07.453 CEST %EMApp-EMAPPSERVLET-7-UNK:Error from EM Service[6]:DB Request Error: Couldn't submit login request to DBL: CDBLException Dump: [ODBC Error]: Failed to connect to datasource: [Microsoft][ODBC SQL Server Driver][SQL Server]Login failed for user '(null)'. Reason: Not associated with a trusted SQL Server connection.

18: May 24 09:27:07.453 CEST %EMApp-EMAPPSERVLET-7-UNK:The EM Service returned error code:6

19: May 24 09:27:07.453 CEST %EMApp-EMAPPSERVLET-7-UNK:Context:/emapp ::URI:/jsp/phone_error1.jsp

20: May 24 10:12:55.989 CEST %EMApp-EMAPPSERVLET-7-UNK:Posting to EM Service:<query>

Restart Tomcat service didn't solve this issue.

Many thanks for your help.

Best Regards,

Christophe/

6 REPLIES 6
Contributor

Re: Error from EM Service[6] : ip phone services issue

Did you change from mixed-mode to windows-only SQL Server authentication? The "not associated with trusted SQL Server connection" might indicate that it can no longer access the CallManager SQL Server database..

CallManager 3.3(x) and below usually came with mixed-mode authentication enabled, while 4.0+ disable mixed-mode authentication and only enable windows authentication by default.

Did you configure the EM service correctly?

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008011b490.html

Maybe the troubleshooting tips might be useful?

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008011b4a0.html#wp1012431

Beginner

Re: Error from EM Service[6] : ip phone services issue

Hello,

Many thanks for your answer.

I looked the second URL link, and the signification of error 6 may be that :

When a user tries to log in to a phone that is configured for Cisco CallManager Extension Mobility and enters UserID and PIN, the phone displays "6."

The service is not authenticating the user.

A problem may exist with Virtual Directory. Verify that the Virtual Directory Login Password is correct.

So, What does it mean Virtual Directory ?

How verify the login password is correct ?

Thanks in advance for your help.

Best Regards,

Christophe/

Contributor

Re: Error from EM Service[6] : ip phone services issue

Virtual directory refers to your CallManager directory where your user information is stored. Did the user enter the correct username and password or pin? Perhaps try logging into the callmanager/ccmuser pages to verify that the password is correct and can be verified...

Out of curiosity, what authentication mode is the CallManager SQL Server using? Is it still set for mixed, or is it set to windows-only?

Beginner

Re: Error from EM Service[6] : ip phone services issue

Hello,

Thanks for your answer meanwhile I solved this issue by restarting the callmanager's

Many thanks for your investigations

Best Regards,

Christophe/

Contributor

Re: Error from EM Service[6] : ip phone services issue

Ah, the reboot solution - the best kind...

Sometimes the simplest solution is the best one!

Highlighted
Beginner

Re: Error from EM Service[6] : ip phone services issue

The problem most likely is with DC Directory service. It doesnt show as started although configured as automatic.

You can restart the DC directory service or the CCM to fix the issue.

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