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CUPC Desk Phone control not working

josh.l.anderson
Beginner
Beginner

I am receiving the following errors on my CUPC client:

* Device Error. Could not connect to Device Provider. [1201]

* A device initialization error has occurred. Could not connect to Device Provider. [1201]

I have ensured that the CCMCIP setting is in place as posted in this thread: https://supportforums.cisco.com/thread/2093573

I also set the Registry Key and checked the Certificate Expiration as suggested in this thread: https://supportforums.cisco.com/thread/2030254

Still no dice. Other users are working with CUPC 8.x clients without issue (somehow even without the CCMCIP setting). My CUPC client shows when I am on the phone, so that piece is working. My phone has my user ID associated with it, and my User ID has my phone as a CTI controlled device. My device has CTI control allowed, and my User ID is in the Standard CTI group. Not sure what else I am missing.

2 Accepted Solutions

Accepted Solutions

Hey Josh,

It starts to make sense to me now Can you tell me if your userid has any upper case letters ?

ie Josh.Anderson instead of josh.anderson ?

If yes, can you try to login to CUPC using the exact same username as it appears in callmanager ?

HTH,

Christos

View solution in original post

https://supportforums.cisco.com/thread/2095781

Also, I tend to NOT use IT accounts for just that reason. Someone is always messing around with it and turns it is not the same as other accounts…

View solution in original post

19 Replies 19

Tommer Catlin
Advocate
Advocate

I was trying to dig through the log files, but not sure where it is, but we need the client log file for CUPC.  You are getting a CTI error somewhere.   Either the CUPC client cant figure out where CUCM is or there is a configuration issue in CUCM/CUPS.   

Have you validated your username license setting in CUCM and CUPS?

When you run the health check with CUPC, any errors?

This is the System Troubleshooter output. There was an error about the deskphone control user being wrong, which I corrected (deskphone control was still working for other users regardless). The log I attached was generated from the CUPC client by going to Help -> Create Problem Report. If there is another log that you need, please indicate which one and it's location. I generated another Problem Report after correcting the deskphone user error, and it is attached.

Results

System Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Pass
Pass
Pass
Pass

Sync Agent Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Pass
Pass
Pass
Pass
Pass
Pass

Presence Engine Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Pass
Pass
Pass
Pass

SIP Proxy Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Info
Pass
Pass
Pass
Pass

IP Phone Messenger Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Pass
Pass
Pass
Pass

Desk Phone Control Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Pass
Pass
Pass
Pass
Pass

Meeting Notification/Calendaring Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Warn
Pass
Warn

Inter-Clustering Troubleshooter
Test DescriptionOutcomeProblemSolution
Info

Topology Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Pass
Pass
Pass
Pass

Cisco Unified Personal Communicator Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Info

External Database Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Pass

Third-Party Compliance Server Troubleshooter
Test DescriptionOutcomeProblemSolution
Info

Third Party LDAP Connection Troubleshooter
Test DescriptionOutcomeProblemSolution
Warn

XCP Troubleshooter
Test DescriptionOutcomeProblemSolution
Pass
Pass
Pass

On the CUPC client you have this log:

https://supportforums.cisco.com/servlet/JiveServlet/download/3148497-69884/health7.1.JPG

no?

I am not seeing anything like that. Is there something I have to change to enable that (Enable Detailed Logging is already turned on, so it apparently isn't that)? If I go to Help -> Show Server Health, I get this:

Message was edited by: Joshua Anderson

To me it seems that there is some kind of mismatch between callmanager and CUP server. Since you can see 'on the phone' status when you are using your deksphont it means that cucm is aware that this device is supposed to be controlled by CUPC but CUPC somehow doesn't. Maybe there is something wrong with the request from CUPC to control the deskphone

What's your CUCM version ?

What's your userid as configured in callmanager?

Is your CUCM ldap sync'ed ?

If you set the ccmcip logs in callmanager to detailed level and try again, you might get more information as to what is wrong. If you can send them over I can have a look.

Regards,

Christos

What's your CUCM version ?    6.1(2)

What's your userid as configured in callmanager?     josh.anderson

Is your CUCM ldap sync'ed ?    Yes

I'll get logging turned up and upload the traces as soon as I can.

Hey Josh,

It starts to make sense to me now Can you tell me if your userid has any upper case letters ?

ie Josh.Anderson instead of josh.anderson ?

If yes, can you try to login to CUPC using the exact same username as it appears in callmanager ?

HTH,

Christos

Ha, good catch. Still not working, but I get something different now (which could be because I've screwed with so many different things that I broke something else).

Now I get "Device Error. Invalid parameter. [200]"

https://supportforums.cisco.com/thread/2095781

Also, I tend to NOT use IT accounts for just that reason. Someone is always messing around with it and turns it is not the same as other accounts…

Bingo. I had deleted my profile and hadn't set the Gateway profile back in there.

So, in summary, my User ID in CUCM (from Active Directory) was capitalized, but I was logging in with it lower case. Then the secondary error was fixed by re-associating the Gateway profile.

Thank you!

Christmas is saved! Glad it worked

What version CUPS are you using?

Judging by the screenshot it is CUPC 8.x so based on the release notes of 8.0 and 8.5 the callmanager version is not really supported with 8.x

http://www.cisco.com/en/US/docs/voice_ip_comm/cupc/8_0/english/release/notes/cupc80.html#wp39642

http://www.cisco.com/en/US/docs/voice_ip_comm/cupc/8_5/english/release/notes/cupc85.html#wp180477

In any case it is interesting to see if he hits the scenario I described.

HTH,

Christos

Yeah, that is what I getting at eventually. I wanted to validate the CUPS server version, with CUPC version and CUCM to see if there was an issue.

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