CUCM SECURITY PROFILE ADDING GIVE HTTP 500 ERROR

[FrejusMA]

Dear forum

My CUCM version 12.5 is giving me a serious headache lately. To summarize, since a few moment now some of my IP phones (model 8841 especially) go randomly in registration mode for like 15-20s and come back normally, if you are on a call, it firstly goes to preservation mode but your call kept on going and as soon as you hang up, it went to registration mode and come back normally. I initially thought the phones loose communication with the cucm but after observing the behavior while it happened, I could see the cucm available on the network and others phone at the same location working perfectly.

I tried to look it up on google and found out that I could change the security profile transport type from TCP to UDP. When I make the change and apply config it didn't take effect. I tried to create a new security profile but when I click save after creation cucm gave me an HTTP 500 error below.

Kindly help me if this happened to you before. I would also be open for any tips. where can I lookup logs to troubleshoot these behaviors !?

Thanks in advance for your contribution.

[Marco Rojas Abarca]

Dear FrejusMA,

Thanks for your post!

From what I gathered from your post, I see you have two different issues. The first, phone losing network connectivity with CUCM. That is why it goes into preservation mode while you are on a call and unregisters after it is no longer on that call.
To troubleshoot a phone registration problem, you would want to download using RTMT:

- Cisco CallManager
- Event-Viewer Application Logs
- Event-Viewer System Logs

Once you have the above traces, you would want to search based on the MAC Address of the device and look for the alert EndpointUnregistered that matches the unregistering device and look at the Reason cause for being unregistered. The link below has a bit more information regarding this alert:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/err_msgs/15_x/ccmalarms15.html
Error Message

%UC_CALLMANAGER-3-EndPointUnregistered: %[DeviceName=String][MACAddress=String][IPAddress=String][Protocol=String][DeviceType=Enum][Description=String][Reason=Enum][IPV6Address=String][IPAddrAttributes=Enum][IPV6AddrAttributes=Enum][LastSignalReceived=String][CallState=String][AppID=String][ClusterID=String][NodeID=String]: An endpoint has unregistered.

Refer to section: Enum Definitions - Reason for further details.

If you do not find any performance alerts triggered (LowVirtualMemory, CPUPegging etc...) or a coredump for CCM service in the application logs then, the chances of this is a CUCM problem drop significantly. Hence, the next step is to engage your network team so they can help you diagnose further and validate what could be happening here. Remember that the phone is controlled by CUCM, yes. However, both CUCM and phone rely on the network to keep the connectivity and registration up and running.

Your second issue is regarding the 500 error message on CCM Admin webpage. For this issue, you would likely need CCM Admin logs to be enabled to Detailed/Debug level in serviceability webpage. Replicate the issue, write down the time-stamp and download the logs to further investigate why is this failing.
If not done so already, please restart Cisco Tomcat Service from CLI by running command utils service restart Cisco Tomcat. See if that helps with this issue.

Hope this information helps,

Sincerely,
Marco R.