Hey everyone, we had an issue with extension mobility that just stopped working.
A user would log into the phone and receive a notification that the pin is correct and login is successful. The phone will then not reset and load the users profile, it will then stay on the profile before a user logs in. This affected all 1500 desk phones we had registered to our CUCM.
Previous post on what was happening at my Site: https://community.cisco.com/t5/ip-telephony-and-phones/user-profile-not-loading-after-login-extension-mobility/td-p/2879253
This was the exact issue I was experiencing.
Please note our Cluster is 1 Pub and 4 Subs
I found a few posts online for the same issue but was not able to resolve my issue. One thing I did find that was mentioned in a previous Forum Post is to look at your Database on your Cluster.
After investigating we found that the Service for the Login Subscription was using my 1st Subscriber. So all phones was using on Subscription called Login and in the settings for that subscriptions it was all using only one of my Subscribers. Because we did try creating a new Subscription for Extension Mobility to see if this will fix the issue. But we found that no changes was pushed to the phone, this includes any changes made to one of the Lines on a Cisco Phone would not trigger any kind of reset on the phone to reload the Firmware and load the profile.
We then started using RTT Tool to see if we can pickup errors. We then found an alert that we had issues with our Database on one of our Subscribers. After struggling to find the Real Time DB Status we found it under Video & IM&P as DB status, not completely sure.
We could see our first Subscriber was not showing the same value as all the other Servers. IT was showing a 0 for the Database.
We then found this Site to start Troubleshooting our Database: https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/200396-Steps-to-Troubleshoot-Database-Replicati.html
When running the following command utils dbreplication runtimestate it was found that one of the 5 Server was showing Setup not started
After tedious trial and error we found the correct command to rebuild the Database.
We were lucky to have the option to only rebuild the one Node that was affected, and was not required to rebuild all the Nodes.
After about half an hour with the Database being rebuild this command utils dbreplication runtimestate could be use to see the status of the rebuild.
One the Rebuild was complete and all 4 Subs and Pub was on the same DB version extension mobility worked. And all new changes to a phone profile was pushed out correctly.
I'm putting this post out for anyone in future that might have a similar issue.
