CUCM 12.5 SU6 CTI Application (CTI Manager) crashes

[Dmitriy Sergeev]

Hello everyone ! 

We are using CUCM  ver. 12.5 SU6 with 8 nodes in cluster. Last 2 month we have been bumping with crashing ccm service. Of course it happens not all the time and not on all nodes. We don't see any correlations with time or day or any performance. Before that, in logs, we  had been seeing  huge messages like  

%UC_CTI-3-CtiProviderOpenFailure: %[CTIconnectionId=7204456][Reason=-1932787616][IPAddress=10.23.66.197][IPv6Address=][AppID=Cisco CTIManager][ClusterID=rshbimpcluster][NodeID=sgo-uc-ccm11.go.rshbank.ru]: CTI application failed to open provider; application startup failed

In CTI SDL logs we see 

authenticationLDAP::Authenticate():mgrUrlCount(0), count(1)
92415141.087 |09:07:41.018 |AppInfo |authenticationLDAP::Authenticate():exit(49)
92415141.088 |09:07:41.018 |AppInfo |authenticateUserWithPassword():Unable to authenticate. LDAP error: 49
92415141.089 |09:07:41.018 |AppInfo |authenticationDB::login (Done Authenticating using LDAP)
92415141.090 |09:07:41.018 |AppInfo |authenticationDB::login (LDAP FAILED) (-5003)
92415141.091 |09:07:41.018 |AppInfo |AuthenticationImpl::setResults:enter
92415141.092 |09:07:41.018 |AppInfo |AuthenticationImpl::setResults retCode= -5003
92415141.093 |09:07:41.018 |AppInfo |AuthenticationImpl::setResults daysToExpiry= 0
92415141.094 |09:07:41.018 |AppInfo |AuthenticationImpl::setResults WarnUser= 0

And 

CMProcMon - ERROR !!!!!!!! SDL Router Services Dead: timeBeforeSleep: 2496613022, currentMontiorTime: 2496634022, deltaTime: 21000, LoopCount= 19

We have checked LDAP server and checked account, which is being used for authentication and we didn't find any problem from that side.

After some investigation, we have found a bug https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvt11187, which looks  like similar with our case, but it is said that problem was resolved in 13900 (SU3), but we have SU6. 

Did anyone from you have the same issue and resolve it ? Or may be you have some minds in what direction we must moving ?

Best regards, Dmitriy

[Kaloyan]

Hello Dmitriy,

LDAP error: 49 suggests that you are using incorrect credentials. The bug you mentioned is irrelevant because the bug does not cause authentication failures. It is the opposite - the authentication failures (for example when you configured incorrect credentials in the application and it keeps re-trying too many times) cause the CTI service to crash eventually. But as you already noted, this has been fixed in the newer CUCM versions.