401 Unauthorized & 489 Bad Event - 'Malformed/Unsupported Event'

[tony000031]

Good Morning All,

I am getting these two errors and I am trying to figure what is the issue.  Seeing if someone has ran into this issue.

[Manish Gogna]

You need to provide details of which application your are using ( cucm / cme? ) , where is this error being seen , what is the impact? Based on that you can do a basic search on supportforums or google as well.

HTH

Manish

[tony000031]

We are running CUCM 8.6.2.

Call flow is 7962G IP Phone --> sip --> CUCM --> sip --> 2921 VG router --> sip --> SP Cube --> sip --> ITSP.

I make a call and the phone rings, they answer then I get a fast busy signal.  It goes in both direction.

I corrected a diversion header issue earlier with the help of the forum.  

Now I am getting this two errors.

Thanks,

Tony

[Marcelo Morais]

Hi tony000031,

 please, provide the following debug:

1) In CUCM Serviceability > Trace > Configuration:
Server: <select the CUCM server that the 7962G is subscribed>
Service Group: CM Services
Service: Cisco CallManager
Apply to All Nodes: <uncheck>
Trace On: <check>

Debug Trace Level: detailed
Enable SIP Stack Trace: <check>
Enable SIP Call Processing Trace: <check>
Enable SIP Keep Alive (REGISTER Refresh) Trace: <check>

2) In RTMT > System > Tools > Trace > Trace & Log Central > Collect Files:

In Select UCM Services/Applications choose:
 Name: Cisco CallManager
 CallManager: <select the CUCM server>

3) Make the Call ... and execute the 'Collect File'

4) Upload the file.

Regards.

[tony000031]

First of all,  I would like to thank you for taking time off from your busy day and helping me out.

I have attached the SP debug and CUCM RTMT.

Thanks a bunch...

[Marcelo Morais]

Hi,

 to double check my understanding:

1) The IP Phone's IP Addr is 172.16.0.106, am I correct?

2) The CUCM's IP Addr is 172.16.0.5, am I correct?

3) Who is the IP Addr 69.178.169.18?

 In the 'Device > Phone' or 'User Management > End User > <Username of the IP Phone owner>' check the info that you insert in the 'SUBSCRIBE CSS'. If you insert anything, try to remove it, as a test and try again.

Hope this helps.

[tony000031]

CM Pub – 172.16.0.4
CM Sub1 – 172.16.0.5
CM Sub2 – 172.16.0.20
VNA VG- 172.16.0.105
SP MPLS/CUBE – G0/0 69.178.169.18                                          G0/1 (LAN) – 172.16.0.106

[Marcelo Morais]

Also check the 'SUBSCRIBE CSS' in the 'SIP Trunk'.

Did you check the info bellow?

 In the 'Device > Phone' or 'User Management > End User > <Username of the IP Phone owner>' check the info that you insert in the 'SUBSCRIBE CSS'. If you insert anything, try to remove it, as a test and try again.

Regards

[tony000031]

I notice that under Device ---> Phone ---> Phone Owner.

The Device Information CSS and Protocol Specific Subscriber CSS are the same.

[Marcelo Morais]

Please, remove the 'SUBSCRIBER CSS' info in the 'Device Phone', 'End User', and 'SIP Trunk', and try again.

Note: I recommend to have a specific 'SUBSCRIBER CSS'.

Regards.

[tony000031]

I left some info off earlier: 

I notice that under Device ---> Phone ---> Phone Owner.

The Device Information CSS and Protocol Specific Subscriber CSS are the same.

Device --> Phone --> Subscriber CSS : CM_SS

Device --> TRUNK  --> Subscriber CSS:  None

User Management --> End User CSS :  None

I will test tomorrow..

I will have to test tomorrow.  I will get back to you.  Thanks..

[Marcelo Morais]

Excellent, just need to change the Phone's SUBSCRIBER CSS.

Take your time.

I hope I have been of some help.

[tony000031]

I have attached the new RTMT after setting the subscriber to none.

[Marcelo Morais]

Hi tony000031 ,

 I didn't find any "Malformed/Unsupported Event" ... what is happening now?

Regards.

[tony000031]

Our Region setting were set to default.  We need to assign a Region Relationship.

I really appreciate your help