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Updated:September 22, 2017
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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 issues.
Cisco recommends that you have knowledge of these topics:
Internet Protocol (IP)
Voice Over Internet Protocol (VOIP) signaling protocols
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 same behavior exist after logging out?
Did anything change? 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.
Data From The phone
Document the message on the phone's screen when the issue occurs. It is typical for a message to be displayed on the phone's screen so be sure to check this.
Check to see if the phone has an LSC installed as this is required if the customer is using a secure Device Security Profile
Press the settings button on the phone > push keypad button number 4 > push keypad button number 4 again > document whether the LSC says installed or not installed
78XX / 88XX / 99XX
Press the settings button on the phone > select Admin Settings > push keypad button number 2 > document whether the LSC says installed or not installed
TIP: Much of the information below this point requires web access to be enabled on the phone. Even if a phone isn't registered it may be possible to modify the settings on the phone so enable webaccess, span to pc port,and SSH Access then attempt to access the web page.
NOTE: Check the Expires field in the SIP register message found in the pcap if the phones are using SIP.
The default value for the Expires field when the REGISTER message is sent from the phone to the primary CallManager is 120 seconds. When the phone is sending a REGISTER message, known as 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 show core-dump from the CLI of the phone if cores were found on the web interface of the phone.
NOTE: As of November 9th, 2016 only the phone developers have access to the tool for reviewing phone core files. If further analysis of the core 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
Fail Err Error Exception newUnregReason= Lastoutofservice Fallback socket error= opvvlan JAVA-sipio- REGISTERED Network_detect_change_task tftpAddr1= Locked out: VPN.: (NOTE: Make sure you are searching with regex for this one or the "." will be analyzed as a literal instead of a special character)