04-02-2009 08:38 AM - edited 03-18-2019 10:48 PM
Hi,
I'm trying to use Cisco Phone Designer on my 6.1(2) CUCM Cluster. I did several tests, but the program fails every time with the same error: "An unknown error occurred on your Cisco IP-Phone".
I made a complete check of the config:
- IP-Phone "Phone Personalization" parameter: Enabled
- User associated with the Phone
- Username/Password tested (with ccmuser) successfully
- Phone Firmware: SCCP41.8-4-1SR2S
So I suppose the config is ok.
If I look on the application log files I find this error: 'CiscoIPPhoneError Number="4"'
Is this maybe a bug? Someone of you is using Cisco Phone Designer on CUCM 6.1 successfully?
Thanks for your replies.
Gio
04-02-2009 09:00 AM
Error 4 is an Authentication Error. Basically, you cannot push content to the IP Phone unless you are authorized to access that phone. This works as designed since we don't want someone just being able to push unsolicited content to any IP phone. Authentication is configured through User Preferences/Associated Devices.
HTH
java
if this helps, please rate
04-02-2009 09:24 AM
Thanks Java for your very rapid reply.
I don't see any authentication problem in my config.
The User I'm using in Cisco Phone Designer is associated with the device I want to customize (User Management -> End Users -> End User Configuration -> Controlled Devices. This seems to be recognized correctly by the program. In fact I performed tests on different Phones (7941, 7961), and Phone Designer displayed each time the correct Phone Layout.
Gio
04-02-2009 10:45 AM
The login name is case sensitive.
e.g. in CUCM the user ID is JohnDoe. On phone designer, if you log in as 'johndoe' it'll give an error.
Michael
04-02-2009 11:51 PM
Thanks Michael for your reply.
But as said before I'm 100% sure login credentials are correct.
When you start the Cisco Phone Designer, the program use user/pwd to already logon on CUCM and check which phone is associated with the user). So the fact I get the main program windows is already a confirmation credentials are correctly saved into the program. I also tried to put false user or pwd and in this case I get an error already at the program startup!
04-17-2009 01:09 AM
Java, Michael,
no more ideas/suggestions on that? Already abandoned ;-)
Phone Designer is supported by TAC?
Rgds, Gio.
04-17-2009 05:20 AM
I would suggest you open a TAC case.
If you'd like to troubleshoot the problem yourself, "Cisco IP Phone Service" log is the one you need.
Michael
04-20-2009 04:58 AM
Ciao Michael,
I've tried to trace the error following your suggestion. Here below the output of the trace during a 'Ring Tone change' test:
009-04-20 14:12:40,250 INFO [http-8443-Processor23] servlet.Personalization - Personalization Servlet doPost invoked !!!
2009-04-20 14:12:40,585 INFO [http-8443-Processor23] servlet.Personalization - XML command from PC (as regular request) :
2009-04-20 14:12:40,586 INFO [http-8443-Processor23] pc.RequestHandlerMapper - Forwarding request to ControlledDevices handler
2009-04-20 14:12:40,587 INFO [http-8443-Processor23] log.LoggerTag - ControlledDevices.jsp begins, remote=10.5.231.77, from forwardInfoBean userId=HiddenUsername@HiddenDomain password=HiddenPassword xmlCommand=
2009-04-20 14:12:40,623 INFO [http-8443-Processor23] log.LoggerTag - ControlledDevices.jsp 10.5.231.77 HiddenUsername@HiddenDomain HiddenPassword controls 2 devices
2009-04-20 14:13:04,505 INFO [http-8443-Processor6] servlet.Personalization - Personalization Servlet doPost invoked !!!
2009-04-20 14:13:07,126 INFO [http-8443-Processor6] servlet.Personalization - XML command from PC (as multi-part request) :
2009-04-20 14:13:07,164 INFO [http-8443-Processor6] servlet.Personalization - Added device {SEP001819A89B15} to pendingRequests queue
2009-04-20 14:13:07,185 INFO [http-8443-Processor6] servlet.Personalization - saved /usr/local/thirdparty/jakarta-tomcat/webapps/ccmcip/personalization/HiddenUsername@HiddenDomain_SEP001819A89B15_tone_DesignerRingtone
2009-04-20 14:13:07,185 INFO [http-8443-Processor6] pc.RequestHandlerMapper - Forwarding request to SetRingTone handler
2009-04-20 14:13:07,186 INFO [http-8443-Processor6] servlet.SetRingTone - servlet.SetRingTone::doPost begins
2009-04-20 14:13:07,409 INFO [http-8443-Processor6] phone.SetRingToneRequest - XML command sent to phone : XML=
2009-04-20 14:13:07,537 INFO [http-8080-Processor21] log.LoggerTag - authenticate.jsp begins, remote=10.5.231.105
2009-04-20 14:13:07,539 INFO [http-8080-Processor21] log.LoggerTag - Authenticator.jsp included in authenticate.jsp, remote=10.5.231.105, params: UserID= Password=HiddenPassword devicename=SEP001819A89B15
2009-04-20 14:13:07,540 WARN [http-8080-Processor21] log.LoggerTag - Authenticator.jsp ends, remote=10.5.231.105 UN-AUTHORIZED params missing
2009-04-20 14:13:07,622 WARN [http-8443-Processor6] servlet.SetRingTone - Uploaded ring tone file has not been downloaded to phone
2009-04-20 14:13:07,624 INFO [http-8443-Processor6] servlet.SetRingTone - deleted /usr/local/thirdparty/jakarta-tomcat/webapps/ccmcip/personalization/HiddenUsername@HiddenDomain_SEP001819A89B15_tone_DesignerRingtone
2009-04-20 14:13:07,625 INFO [http-8443-Processor6] servlet.Personalization - Device used by thread : http-8443-Processor6 current thread : http-8443-Processor6
2009-04-20 14:13:07,626 INFO [http-8443-Processor6] servlet.Personalization - Removed device {SEP001819A89B15} from pendingRequest
As you can see at the beginning Phone Designer program applies correctly user credentials (and discover for example that this user control 2 devices), but then in a second phase, when it tries to send the new ringtone, the UserID parameter is EMPTY
Why?
Do you have still some suggestions for me or you think it's time to open a TAC request?
Thanks again for your help.
Rgds, Gio.
04-20-2009 06:19 AM
Now we know the problem was user ID empty. The next step is to determine if it's caused by the client or the server.
1) Start a packet capture on the client computer (phone designer).
2) Recreate the problem.
3) Stop the packet capture.
We need the following:
1) Create a problem report from Phone Designer.
2) Cisco IP Phone Services logs
3) Packet capture.
Thanks!
Michael
04-21-2009 09:48 AM
Hi Michael,
First of all, I have difficulties to analyse encrypted traffic between 'Phone Designer' (PD) and CUCM, http-8443 (I'm using wireshark: I need the key used by PD to encrypt traffic, but I don't know how to get it...).
In any case I don't think the problem is between PD and CUCM. The missing UserID params happens between communication between CUCM and IP-Phone (when the CUCM tries to push the new image/ringtone to the phone).
I already verified the 'URL authentication' enterprise parameter of CUCM and it is correct (http://a.b.c.d:8080/ccmcip/authenticate.jsp), where a.b.c.d = IP address of Publisher CUCM.
Rgds, Gio.
04-20-2009 07:08 AM
I have seen phones that have pulled a custom image from tftp will need to be reset before phone designer will work.
D
07-09-2010 07:49 AM
I fixed the problem on my CCM by going into enterprise parameters and replacing the hostname of the publisher in all of the URLs with the IP address of the Pub.
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