UC520 'Auth Error' upon phone load (7970)

[Bryan Lemeer]

We have installed the UC520 from a fresh 'format flash'. Our basic configuration allows for a 7970 phone to register. When we reset the phone it is unable to transfer the phone loads. The phone display shows 'Auth Error'.

The load files (we started with release 8.5.3 and are now trying 9.1.1) are loaded in flash:/phones/7970_7971/. After we loaded the needed files in flash we entered the tftp-server commands:

tftp-server flash:/phones/7970_7971/apps70.9-1-1TH1-16.sbn alias apps70.9-1-1TH1-16.sbn

tftp-server flash:/phones/7970_7971/cnu70.9-1-1TH1-16.sbn alias cnu70.9-1-1TH1-16.sbn

tftp-server flash:/phones/7970_7971/cvm70sccp.9-1-1TH1-16.sbn alias cvm70sccp.9-1-1TH1-16.sbn

tftp-server flash:/phones/7970_7971/dsp70.9-1-1TH1-16.sbn alias dsp70.9-1-1TH1-16.sbn

tftp-server flash:/phones/7970_7971/jar70sccp.9-1-1TH1-16.sbn alias jar70sccp.9-1-1TH1-16.sbn

tftp-server flash:/phones/7970_7971/SCCP70.9-1-1SR1S.loads alias SCCP70.9-1-1SR1S.loads

tftp-server flash:/phones/7970_7971/term70.default.loads alias term70.default.loads

tftp-server flash:/phones/7970_7971/term71.default.loads alias term71.default.loads

After this proces we entered the following command in the telephony-service: "load 7970 SCCP70.9-1-1SR1S" followed by "create cnf-files". Everything seems to be going well, no errors. Checking the configuration shows that everything is correct.

But.. when we reload the phone we get the following output via "debug tftp events":

Dec  6 21:47:50.025: %LINEPROTO-5-UPDOWN: Line protocol on Interface FastEthernet0/1/1, changed state to up

Dec  6 21:48:22.477: TFTP: Looking for CTLSEP002414B4A517.tlv

Dec  6 21:48:22.601: TFTP: Looking for SEP002414B4A517.cnf.xml

Dec  6 21:48:22.605: TFTP: Opened flash:/its/XMLDefault7970.cnf.xml, fd 14, size 1265 for process 156

Dec  6 21:48:22.609: TFTP: Finished flash:/its/XMLDefault7970.cnf.xml, time 00:00:00 for process 156

Dec  6 21:48:30.082: TFTP: Looking for SCCP70.9-1-1SR1S.loads

Dec  6 21:48:30.082: TFTP: Opened flash:/phones/7970_7971/SCCP70.9-1-1SR1S.loads, fd 14, size 660 for process 156

Dec  6 21:48:30.086: TFTP: Finished flash:/phones/7970_7971/SCCP70.9-1-1SR1S.loads, time 00:00:00 for process 156

Dec  6 21:48:52.070: TFTP: Looking for CTLSEP002414B4A517.tlv

Dec  6 21:48:52.742: TFTP: Looking for SEP002414B4A517.cnf.xml

Dec  6 21:48:52.746: TFTP: Opened flash:/its/XMLDefault7970.cnf.xml, fd 14, size 1265 for process 156

Dec  6 21:48:52.754: TFTP: Finished flash:/its/XMLDefault7970.cnf.xml, time 00:00:00 for process 156

Dec  6 21:48:55.095: TFTP: Looking for English_United_States/td-sccp.jar

Dec  6 21:48:56.143: TFTP: Looking for United_States/g3-tones.xml

Dec  6 21:48:56.775: %IPPHONE-6-REG_ALARM: 25: Name=SEP002414B4A517 Load= SCCP70.8-2-2SR2S Last=Initialized

Dec  6 21:48:56.819: %IPPHONE-6-REGISTER: ephone-1:SEP002414B4A517 IP:10.10.10.2 Socket:1 DeviceType:Phone has registered.

Sadly the phone is still using the old load, I believe it's load 8.5.1.

[David Hornstein · Accepted solution]

Hu bryan,

I just checked the release notes for the 2.2.6 CCA and 8.0.5 zip package and saw the following, maybe it's relevant to you since you suggested that you have 8.5.1 on the phones.;

http://www.cisco.com/en/US/docs/net_mgmt/cisco_configuration_assistant/version2_2_6/release/notes/cca_226_relnotes.html#wp232912

regards Dave

Resolving Cisco Model 79xx Phone Upgrade Issues

After installing a UC500 software pack that contains version 8.5(3) phone firmware for Cisco Model 79xx IP phones, Model 79xx phones being upgraded from firmware versions prior to 8.5(2) may not register or may register but still be running an older version of the phone firmware. When the phone attempts to upgrade to 8.5(3), you may see the message "Auth Fail" displayed on the phone.

This is due to a known issue with Model 79xx IP phones (the issue is documented in the Cisco Unified IP Phone Release Notes for Firmware Release 8.5(3) (SCCP and SIP (www.cisco.com/en/US/docs/voice_ip_comm/cuipph/firmware/8_5_3/english/release/notes/7900_853.html#wp57602).

For all SCCP firmware upgrades from firmware release versions earlier than 8.3(3) to version 8.5(3) or later, you must first upgrade your firmware to version 8.5(2). Once you have upgraded to version 8.5(2), you can upgrade your IP Phone to version 8.5(3) or later. The problem affects these CCA-supported phone models:

•Model 7975, 7970, and 7971

•Models 7945 and 7965

•Models 7942 and 7962

•Models 7941 and 7961

•Models 7906 and 7911

•Model 7931

Perform the procedure in this section to correct the problem by upgrading the phones to an intermediate load before upgrading them to version 8.5(3) firmware.

Before You Begin—Download the 8.5(2) Phone Firmware

Download the 8.5(2) phone firmware .zip file for each model phone that must be upgraded. This is the intermediate load that will be used.

IMPORTANT You must download the 8.5(2) version of the phone firmware. The 8.5.2SR1 load cannot be used for this purpose.

To locate the 8.5(2) version of the SCCP (Skinny Client Control Protocol) version of the firmware for the desired phone models, follow these steps.

1. Log in to Cisco.com (you must have a Cisco.com login to download phone firmware).

2. Open a Web browser and go to www.cisco.com/go/software.

3. On the Download Software page, choose Voice and Unified Communications > IP Telephony > IP Phones >Cisco Unified IP Phone 7900 Series > Cisco Unified IP Phone <79xx>.

4. Click the Skinny Client Control Protocol (SCCP) Software link.

5. In the Search Release field, enter 8.5(2) and click Go.

6. Click the link to the 8.5(2) software.

7. Download the .zip file for the selected model. For example, the filename for Model 7975 phones is cmterm-7975-sccp.8-5-2.zip.

8. Repeat these steps to download 8.5(2) firmware for each of the phone models to be upgraded.

Upgrading the Phone Firmware

Perform these steps to upgrade the affected Model 79xx phones with version 8.5(2) firmware as an intermediate step and then upgrade them to version 8.5(3) firmware.

IMPORTANT The embedded TFTP server in CCA is used for drag-and-drop file uploads. Before performing the upgrade, disable any third-party TFTP services running on your PC and check the firewall and network security settings on your PC to make sure that TFTP packets can be transmitted between your PC and the UC500.

1. Launch CCA and open the Topology view.

2. Drag and drop the .zip file with the 8.5(2) phone firmware onto the UC500 icon in the Topology view.

Do not change the .zip file name or unzip the file.

3. In the File Upload dialog, click Upload.

CCA extracts the files from the .zip archive and copies them to a temporary directory on the UC500 flash. If there are any TFTP and load configurations for 8.5(3), these are replaced with the intermediate 8.5(2) load and files.

The Phone Firmware Update dialog shows the progress of the upload. Once the files are copied to the flash, CCA displays the following message:

"Disconnect all Cisco Model <Model_Number> IP phones, and then reconnect them. Wait until the phone firmware upgrade completes, then click OK to continue."

4. Disconnect and then immediately reconnect the indicated phones and wait for the upgrade to complete on all the indicated phones.

IMPORTANT Do not click OK until all of the affected phones have upgraded their firmware and re-registered. The upgrade takes at least 10 - 11 minutes and the phones will restart. To verify that the interim load has been installed, press the settings button on the phone and navigate to Settings > Status > Firmware Versions > Load File. The interim load filename is SCCP45.8-5.2S.

After the interim upgrade completes, CCA removes the interim 8.5(2) TFTP and load commands, replaces them with the 8.5(3) TFTP and load commands, and then issues a reload/reset command to the phones to load the 8.5(3) firmware.
Once the final reload and reset completes, the phones will be upgraded to the 8.5(3) firmware and re-register with the UC500.

5. Repeat these steps for each different phone firmware .zip file.

[Bryan Lemeer]

Hi David,

Thanks for your quick reply and solution. This indeed was the problem. The phone is now upgrading to 8.5.2. Solved!

[Steven DiStefano]

This is one of those nice things the CCA team does for us and came unexpectedly (to me anyway).

I watched this work once myself and its very nice indeed.

Thanks Dave for sharing.