What If The Phone Registers To Cucm But Cannot Call Anywhere, Even To Its Neighbors?

This document describes general information to collect for Cisco IP Phones that experience registation issues when integrated with Cisco Unified Communications Manager (CUCM). This document does not explain steps to troubleshoot specific problems.

Requirements

Cisco recommends that you have cognition of these topics:

Internet Protocol (IP)
Voice Over Internet Protocol (VOIP) signaling protocols
The registration process for Cisco IP Phones

Note: The IP Telephone, SCCP & SIP Phone Registration Process with CUCM is a great document to review.

Components Used

This document is non restricted to specific software and hardware versions.

For phones that show unregistered, are they able to make and receive calls?
- If yes, cheque the registration status from the webpage of the other CUCM nodes and bank check the status of the phone in RIS DC.

Notation: If the phones are able to make and receive calls employ the command below on each node to see the status of the phone in RIS DC.

evidence risdb query phone

If the issue deemed to be a false condition of unregistered, restart the RIS DC service. Due to the architecture of the RIS DC it may be necessary to restart the CallManager service every bit well.

How many phones are impacted and what is the total number of phones?

If only a subset of phones are affected, what exercise they have in mutual (i.eastward. model, protocol, firmware version, on the same switch/blade, at the aforementioned site…)?

Does the phone take a shared line?

Are the phones connected to the network with a Virtual Private Network (VPN)?

Does the issue happen at the same fourth dimension of day each fourth dimension information technology happens?

Are whatever security checks performened in the network (i.e. port scanners)?

Do you take any firewalls between the phone and the CUCM?

Are you doing SIP inspection on whatever devices in the path between the telephone and the CUCM?

How many phones are in the same subnet and how many IP addresses are available for lease to that subnet?

Areconfigured to employ Session Initiation Protocol (SIP) over Transmission Command Protocol (TCP) or User Datagram Protocol (UDP)?

Are the phones using a secure or not-secure Device Security Profile?
- If the phones accept a secure profile, did they have an Locally Meaning Certificate (LSC) installed before applying the secure contour to the phone's configuration?

NOTE: Phones will not register if they are using a secure Decive Security Profile without an LSC installed. Refer to the CUCM Generating LSC Certificates for Secure Phones document for more than information.

Is anyone logged into the problem phone(s) via extension mobility?
- If yes, does the protocol (SCCP/SIP) of the device profile match that of the phone and does the aforementioned behavior exist after logging out?

Did annihilation alter? Anything at all, regardless of how significant the change might be and regardless of what the change was. Any and all new changes (new configurations, new software, new hardware) should be acknowledged.

Document the message on the telephone'due south screen when the issue occurs. It is typical for a message to be displayed on the phone's screen so be sure to bank check this.

Bank check to see if the telephone has an LSC installed every bit this is required if the customer is using a secure Device Security Profile

79XX

Press the settings button on the phone > push keypad button number 4 > push keypad button number 4 once again > certificate whether the LSC says installed or non installed

78XX / 88XX / 99XX

Press the settings button on the phone > select Admin Settings > button keypad button number 2 > document whether the LSC says installed or not installed

Get a packet capture (pcap) from the telephone

TIP: Much of the information beneath this betoken requires spider web admission to be enabled on the phone. Even if a phone isn't registered it may be possible to modify the settings on the phone and so enable webaccess, span to pc port,and SSH Access and then attempt to admission the web page.

NOTE: Check the Expires field in the SIP register message constitute in the pcap if the phones are using SIP.

The default value for the Expires field when the REGISTER message is sent from the telephone to the chief CallManager is 120 seconds. When the phone is sending a REGISTER message, known every bit a "keep alive" message. to it's secondary CallManager server the expires field is 0.

Document the debug messages on the phone

Check for cores on the phone and download them if they are there. Be sure to also gather the output of show bear witness core-dump from the CLI of the telephone if cores were found on the spider web interface of the phone.

Notation: As of Nov 9th, 2016 but the telephone developers have access to the tool for reviewing telephone core files. If further analysis of the cadre is needed, open a Technical Assistance Center (TAC) case in order to engage the phone developers.

Gather the CDP Neighbor information from the Network page located in the Network statistics section

Become the console logs from the phone. If the phone supports the Problem Report Tool (PRT) feature it is recommended to use the PRT.

Annotation: This support forum document displays how to use strace to print the debugs to the terminal; however, you may need to use bear witness strace.

Some phones utilise sdump instead of strace or show strace.

strace orsdump commands are like typing terminal monitor on a Cisco router.

TIP: It is all-time to get together the console logs from the Control Line Interface (CLI) of the phone as many phones have limited infinite and their logs are overwritten quickly.

If the phone has an auxiliary port, plug a console cable into the phone for capturing debugs even if the phone reboots.

TIP: Information technology is best to log your terminal session to a text file. Hither is how to do log to a text file with putty and hither is how to practice information technology with SecureCRT.

The phone accesses the network via a switch. Identify the switch the telephone is attached to and gather the data listed beneath.

Gather running configuration using prove run

Gather show proc cpu hist

Gather the output of show log

Become the directory number (DN) of the phone.

Notation: If there is no DN and the phone uses the Session Initiation Protocol (SIP), the telephone volition non register.

Get the phone's configuration file

Get pcaps from the CUCM servers

Employ the Real Time Monitoring Tool (RTMT) to collect logs and the pcap from the CUCM servers. Be sure to select all servers when collecting the logs.

TIP: Depending on the environment/symptoms you may want to collect some or all of the following log types:

Cisco CallManager, Cisco Document Authority Proxy Function, Cisco Tftp, Cisco Trust Verification Service, Upshot Viewer-Application Log, Outcome Viewer-Organization Log, and Parcel Capture Logs.

Gather the output of show itl and bear witness ctl from all TFTP servers in the CUCM cluster.

Assemble the output of these commands from the CUCM publisher:

Determine if the cluster is in mixed-way:

run sql select paramname,paramvalue from processconfig where paramname='ClusterSecurityMode'

Make up one's mind if the rollback parameter is set to true:

run sql select paramname,paramvalue from processconfig where paramname='RollBackToPreGrayback'

Determine if database replication is good for you:

utils dbreplication runtimestate

NOTE: If the cluster is not in mixed-mode, the output will look like this:

admin:run sql select paramname,paramvalue from processconfig where paramname='ClusterSecurityMode'
paramname paramvalue
=================== ==========
ClusterSecurityMode 0

NOTE: If the rollback parameter is set to false, the output volition expect like this:

admin:run sql select paramname,paramvalue from processconfig where paramname='RollBackToPreGrayback'
paramname paramvalue
===================== ==========
RollBackToPreGrayback F

TIP: For an caption of the output from utils dbreplication runtimestate review the Understanding the output of utils dbreplication runtimestate for CUCM certificate.

Search the phone logs for these strings:

Fail
Err
Error
Exception
newUnregReason=
Lastoutofservice
Fallback
socket error=
opvvlan
JAVA-sipio-
REGISTERED
Network_detect_change_task
tftpAddr1=
Locked out:
VPN.: (Annotation: Make sure you are searching with regex for this i or the "." volition be analyzed every bit a literal instead of a special grapheme)

Search the CUCM logs for the post-obit:

The MAC address of the phone

The IP address of the phone

TIP: If you run into mistake messages the explanation of the reason codes may be in the Error and System Messages Documents.

Endpoints FAQ

Security By Default

Cisco IP Phone Firmware Support Policy

Search the Cisco Live repository

I already registered some phones and nerveless the logs/pcaps. To review the files click here.