Cisco Telepresence EX60 not registering in CUCM

[giodias01]

Hi,

Can you help regarding on this issue. Our client has EX60 registered in VCS before. Client decided to registered it on CUCM but before that client performed a factory reset on the EX60.

Now, EX60 is not registering in CUCM. CUCM version is 9.1.

And also I already followed the guide for the release version of CUCM with the TC6 firmware.

Kindly see attached configuration please. And also attached herewith are the logs. And also the error message we get into.

Thank you

[Shashank Mahajan · Accepted solution]

The following error can be seen in attached logs from EX60:

Jun  1 12:47:00.844 ppc appl[2971]: 156.29 SipStack W: [Transaction 32]: got exception SIP_MSG_EXCPT=8 from transport layer
Jun  1 12:47:00.847 ppc appl[2971]: 156.30 SipReg W: Transport failed to send registration (sipexcept: 8 Connection closed by remote side)
Jun  1 12:47:00.849 ppc appl[2971]: 156.30 SipReg W: SipReg F Unexpected server status: 8

Perhaps something is closing the TCP connection on the EX60. Is there a firewall in between CUCM and EX60? Can we disable SIP inspection on the firewall and test the registration?

[giodias01]

Hi Shashank, Thank y0u for the quick response. I will revert you once client confirmed regarding on their firewall. I have questions. I seen an error from the logs also. Kindly see attached file. Is it related to the firewall also? It seems that its regarding on the CTL file installed on the system. Waiting for your response, Gritzen

[Shashank Mahajan]

EX60 is trying to request for the configuration file, CTL, and ITL files from CUCM which is normal process but it fails.

Jun  1 12:47:16.561 ppc appl[2971]: 172.01 PROV ERROR: [handleFailedProvRequest] http req URL=http://10.238.209.10:6970/SEPd867d9728b20.cnf.xml req status=failed:

Jun  1 12:47:28.569 ppc appl[2971]: 184.02 PROV ERROR: [handleFailedProvRequest] http req URL=http://10.238.209.10:6970/XmlDefault.cnf.xml req status=failed:

Jun  1 12:47:28.574 ppc appl[2971]: 184.02 PROV I: [requestItem] Requesting http://10.238.209.12:6970/CTLSEPd867d9728b20.tlv, state=ProvItemCTL (CTL requested)

Jun  1 12:47:40.580 ppc eventlog[2971]: handyiron secProcessTrustFile "/tmp/CTLFile.tlv" failure code 1 (TL_FAILURE)

Jun  1 12:47:40.583 ppc appl[2971]: 196.03 PROV I: [requestItem] Requesting http://10.238.209.12:6970/ITLSEPd867d9728b20.tlv, state=ProvItemITL (ITL requested)

CTL Files are required in case of secure CUCM clusters only.

Security by default (SBD) feature was introduced in CUCM 8.0 onwards consisting of ITL files. Every CUCM 8.x and above cluster uses ITL based security automatically.

https://supportforums.cisco.com/document/68701/communications-manager-security-default-and-itl-operation-and-troubleshooting

[giodias01]

Hi Shashank,

Can you figure it out why its failing?

Or is it because EX60 still not registering to CUCM. It cannot obtain ITL file.

Thank you

[rsajan]

Hi

Just a quick question for you.

Are you trying to register the EX60 directly to CUCM or registering it to CUCM over MRA?

Regards

Radhika Sajan

[giodias01]

Hi Rsajan,

We tried to register the EX60 directly to CUCM.

Thank you

[giodias01]

Hi Shashank,

Do you have any links, inputs or documents that can be shared to us as a guide also.

EX60 still not registering. Already followed several guides but still the EX60 got the error.

Kindly see below how we configured on the EX60 device.

1. SIP URI  field:DirectoryNumber@IPAddressOfCUCM

2. Select the Default Transport as TCP

3. Select the Type as Cisco

4. Proxy 1 Address: CUCM IP Address

5. Network Services: SIP Mode: On

Thank you

[giodias01]

Hi Shashank,

Kindly see attached logs after setting the firewall to any both sites.

Still EX60 device not registering in CUCM.

thank you

[rsajan]

Hi

I have reviewed the fresh logs provided by you, and in the logs I see that the provisioning is failing, while the endpoint requests for CTL/ITL files from CUCM, which is causing the registration to fail.

Following error messages are seen:

Jun 2 13:34:55.393 ppc appl[2995]: 1698.84 PROV I: void CUCMProvision::CUCMProvisionUser::report(bool, const string&, const string&) Failed to Provision
Jun 2 13:34:55.396 ppc appl[2995]: 1698.84 PROV I: [requestItem] Requesting http://10.238.209.12:6970/CTLSEPd867d9728b20.tlv, state=ProvItemCTL (CTL requested)
Jun 2 13:34:58.325 ppc appl[2995]: 1701.77 CuilApp User (0) successfully executed command '/Experimental/Key/LED Key: Mail State: Off' from .
Jun 2 13:35:03.758 ppc appl[2995]: 1707.21 CuilApp User (0) successfully executed command '/Experimental/Key/LED Key: Mail State: Off' from .
Jun 2 13:35:07.402 ppc eventlog[2995]: handyiron secProcessTrustFile "/tmp/CTLFile.tlv" failure code 1 (TL_FAILURE)
Jun 2 13:35:07.405 ppc appl[2995]: 1710.85 PROV I: [requestItem] Requesting http://10.238.209.12:6970/ITLSEPd867d9728b20.tlv, state=ProvItemITL (ITL requested)

Action Plan:

On the web page, navigate to configuration -> Security -> goto "CUCM" tab on extreme right -> there you will see an option to delete CTL file and ITL file.

Just delete those, and reboot the system once.

Device should get registered now.

I will be awaiting further feedback on this.

Regards

Radhika Sajan

[Shashank Mahajan]

We still see the following errors in the EX60 logs:

Jun  2 13:09:28.247 ppc appl[2995]: 171.70 SipPacket I: PacketDump: Proto: SIP, Direction: Outgoing, Name: REGISTER, CSeq: 3727 REGISTER, RemoteAddress: 10.238.209.10:5060, CallId: 01fe4d7689b130b7179dda9c29284063, Time: 171695

Jun  2 13:09:28.257 ppc appl[2995]: 171.71 SipStack W: SipTransaction 32 timed out

Jun  2 13:09:28.259 ppc appl[2995]: 171.71 SipStack W: [Transaction 32]: got exception SIP_MSG_EXCPT=9 from transport layer

Jun  2 13:09:28.261 ppc appl[2995]: 171.71 SipReg W: All cucms are down!

Jun  2 13:09:28.263 ppc appl[2995]: 171.71 SipReg W: Transport failed to send registration (sipexcept: 9 Transaction timeout)

Jun  2 13:09:28.275 ppc appl[2995]: 171.72 SipStack W: SipTransaction 31 timed out

Jun  2 13:09:28.277 ppc appl[2995]: 171.73 SipStack W: [Transaction 31]: got exception SIP_MSG_EXCPT=9 from transport layer

Jun  2 13:09:28.279 ppc appl[2995]: 171.73 SipReg W: Backup cucm 10.238.209.12 is down

Jun  2 13:09:28.281 ppc appl[2995]: 171.73 SipStack W: SipTransaction 30 timed out

Jun  2 13:09:28.283 ppc appl[2995]: 171.73 SipStack W: [Transaction 30]: got exception SIP_MSG_EXCPT=9 from transport layer

Jun  2 13:09:28.285 ppc appl[2995]: 171.73 SipReg W: Backup cucm 10.238.209.13 is down

Jun  2 13:09:30.752 ppc appl[2995]: 174.20 PROV ERROR: [handleFailedProvRequest] http req URL=http://10.238.209.10:6970/SEPd867d9728b20.cnf.xml req status=failed:

It seems it is still not able to reach the CUCM. Can we do a factory reset of EX60 and take a packet capture along with the log archive?

[giodias01]

Hi All,

Thank you for the suggestions guys. So much appreciated.

EX60 now was already registered in CUCM but we encounter intermittent registration.

EX60 status went to unregistered in CUCM as expected the Field URI in EX60 went missing.

Do you have any inputs also regarding on this. Every time we encountered this now, we just put the URI in the URI field then went back to registered again.

Hoping for your response.

[rsajan]

Hi

As suggested by me yesterday, did you perform the below action plan?

Action Plan:

On the web page of EX60, navigate to configuration -> Security -> goto "CUCM" tab on extreme right -> there you will see an option to delete CTL file and ITL file.

Just delete those, and reboot the system once.

Device should get registered now.

I will be awaiting further feedback on this.

Regards

Radhika Sajan

[giodias01]

Hi Radhika,

We cannot performed the said suggestion since before we configure the EX60 client performed a factory reset as expected there is no CTL/ITL file installed.

Thank you