Sip URI field got empty

[j_a_silis]

Hello,

We have a Sx20 device, it works fine almost all the time, but suddenly only the SIP URI field on sx20 becomes empty, then we need to type again the URI field. Someone has faced this problem?

Regards.

Jose A

[Shashank Mahajan]

- Is this SX20 provisioned with CUCM or TMS?

Please share the log archive from your SX20.

[j_a_silis]

Hi,

--- CUCM

--- Logs attached to this reply.

Last issue June 15, 2016 around 13:00 hr.

Thanks.

Jose A.

[rsajan]

Hi

Greetings of the day!

Ideally this should not have happened.

Please provide feedback for the following:

>> Is the device registered to call manager or VCS?

>> Were any changes made recently, after which you started facing this issue?

>> Is the device being provisioned by call manager or TMS?

>> Please share the diagnostics logs from the SX20 device, as I would like to go through them once. In order to collect the diagnostic logs:

Login into webpage, navigate to Diagnostics -> Log files -> from drop down choose "Full Call History", and then click on "Download logs archive".

Also provide the date and time information when you experienced the issue last, so that I can check the logs using this information.

Regards

Radhika Sajan

[j_a_silis]

Hi,

>> Is the device registered to call manager or VCS?

--- Call Manager

>> Were any changes made recently, after which you started facing this issue?

--- No

>> Is the device being provisioned by call manager or TMS?

--- Call Manager

>> Please share the diagnostics logs from the SX20 device, as I would like to go through them once. In order to collect the diagnostic logs:

--- Logs attached to this reply.

Last issue June 15, 2016 around 13:00 hr.

Thanks.

Jose A.

[Patrick Sparkman]

I'll let Shashank or Radhika give their thoughts, but at first glance, the following events in the logs stood out to me:

Jun 15 06:03:36.080 a8 appl[1597]: 1087901.98 SipReg W: Failover to backup cucm '10.1.101.30'!
Jun 15 06:03:36.081 a8 appl[1597]: 1087901.98 SipReg I: New active cucm SIP proxy '10.1.101.30' for registration URI '609030@gbrx.com'
Jun 15 06:03:36.081 a8 appl[1597]: 1087901.99 SipStack I: Failed to find new default outbound proxy at present time.
...
Jun 15 06:03:36.089 a8 appl[1597]: 1087901.99 SipReg W: Backup cucm 10.1.101.30 is down
...
Jun 15 06:04:08.089 a8 appl[1597]: 1087933.99 SipReg W: All cucms are down!
...
Jun 15 06:05:21.904 a8 appl[1597]: 1088007.81 SipReg I: Sending deregister request for 609030@gbrx.com to 10.3.101.30.
Jun 15 06:05:21.905 a8 appl[1597]: 1088007.81 SipStack I: Failed to find new default outbound proxy at present time.

The SX20 then doesn't register the SIP URI again until you manually do so here:

Jun 15 13:12:30.064 a8 appl[1597]: 1113635.91 CuilApp   User admin(1001) successfully changed configuration 'Config/SIP/Profile[1]/URI' to '609030@gbrx.com' from 10.41.150.236.
Jun 15 13:12:30.371 a8 appl[1597]: 1113636.22 SipStack I: SipEv: New active subscribe to '609030@localhost' of type 'message-summary', unsolicited=1, subscribeTimeout=86400 sec, automaticallyResubscribe=1
Jun 15 13:12:30.724 a8 appl[1597]: 1113636.57 SipReg I: Registered as 609030@gbrx.com to 10.3.101.30
Jun 15 13:12:30.725 a8 appl[1597]: 1113636.57 SipStack I: Setting 10.3.101.30 as new default outbound proxy.

[j_a_silis]

Hi Patrick, thanks for your help.

Do you know the possible cause of the issues???

Just today we had the same problem.
I attached logs.

Regards.
Jose A