SX 20: SIP URI suddenly got empty which is cause by call disconnection and unregistered status

[ccg-collab1]

Hi All,

We would like to ask if how can we determine the reason why the SX 20 went unregistered? Upon checking, we found out that SIP URI became blank/got empty and it casuse the SX20 to unregistered from the CUCM. What logs can we check to see if there was just a person who edit it or if it was happened suddenly?

SX 20 is registered to the CUCM.

SX 20 is being provisioned by TMS.

As advised by the customer, they are currently engaged on a video call and they suddently got disconnected. As per checking, the SX20 went unregistered. The time advised by the customer is around 11:00 to 11:03 AM GMT+8.

I collected logs from the SX20 and I attached them also here. 

Appreciate if you can help us identify the root cause. 

Thank you.

[Patrick Sparkman]

Check the event\all.log on the SX20, it should contain an entry for what device cleared the SIP Proxy causing it to get disconnected. You mention that the endpoint is managed by CUCM and TMS, be sure the SX20 isnt being directly managed by TMS, as it should be recognized as CUCM managed. CUCM should be added to TMS, and the SX20 should be added from CUCM, the TMS admin guides have directions on how to add CUCM managed endpoints to TMS.