[cisco-voip] 7970 phones not failing over in CCM 4.1.2

[Mike Newell]

On Tue, 8 Mar 2005, Aaron Kent wrote:

Aaron.> Can you post your even logs? This may not be possible given the amount
Aaron.> of confidential info in them, but maybe there is something in there that
Aaron.> explains the phones not registering. Are you running 4.1(2) SR1 or just
Aaron.> 4.1(2) and do you have an ES patches? Which TAC team has your case? Are
Aaron.> you using encryption at all?

The phone never even tries to talk to the second subscriber or publisher.
Even after a complete wipe and power cycle.

I'm running 4.1(2) SR1; I installed all patches that were current around
mid-February.  I've not looked since but I'll check again.  I have NOT
installed any special patches; only those on the normal Web site.

I am using both encryption and authentication on the phones.

I just opened a normal TAC ticket so I assume the guys working it are the
right ones...

Aaron.> Make sure your phone load is the proper load. It should be load
Aaron.> "term70.6-0-2-0s" or higher; this is more than likely the culprit if all
Aaron.> your other phones are working fine.
Aaron.>

I have "TERM70.6-0-2SR1-0s" loaded.  I believe that's the most current
load.  I hear a V7 load for the 7970s is on its way, but not here yet.

Aaron.> Also check your ip helper statements on the router or if you are not
Aaron.> using that command make sure your allowing udp forward on DHCP and TFTP.

The phones are able to get their addresses by DHCP; a trace shows the DHCP
conversation happening as expected followed by attempts by the phone to
do a TFTP then connect via TCP.

Aaron.> What AntiVirus and CSA versions are on your CCM? What type of router do
Aaron.> you have?

The CCM servers are all running Symantec A/V with Cisco's CSA V4.0-3.  I
have everything connected to a single 3560 switch running the EMI image
using the Layer 3 routing built into the EMI image.

The weird thing to me is that the phones are not even trying to send
packets to any other CCM server than the one they originally registered
to.  I _DID_ upgrade the firmware about two weeks ago to fix another
problem; I wonder if that has something to do with it?  Hmmm...  Just
tried wiping the CTL file; still didn't register until I brought back
Subscriber 1.  Clearly it doesn't believe it needs to talk to any other
subscriber.  Grrr!

Thanks,

Mike

Aaron.> -----Original Message-----
Aaron.> From: cisco-voip-bounces at puck.nether.net
Aaron.> [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Mike Newell
Aaron.> Sent: Tuesday, March 08, 2005 5:05 AM
Aaron.> To: cisco-voip at puck.nether.net
Aaron.> Subject: [cisco-voip] 7970 phones not failing over in CCM 4.1.2
Aaron.>
Aaron.> I have a CCM 4.1.2 system with a publisher on one subnet, two
Aaron.> subscribers
Aaron.> on another subnet, and mostly 7970 phones plus one 7936 conference phone
Aaron.> on a third subnet.  All are local through a single router at present.
Aaron.>
Aaron.> When I look at the configuration for each phone I see all three CCM
Aaron.> servers' IP addresses listed in the order Subscriber 1 (with a lock next
Aaron.> to it), Subscriber 2, then Publisher.  During system testing I unplugged
Aaron.> Subscriber 1 to test failover.  The 7936 failed over as expected to
Aaron.> Subscriber 2.  None of the other phones failed over.
Aaron.>
Aaron.> To see what is going on I did a sniffer trace on a 7970's switch port.
Aaron.> The phone tries valiantly to connect to Subscriber 1 - both via TCP to
Aaron.> the
Aaron.> CCM registration port and via TFTP.  Of course it fails.  It then tries
Aaron.> an
Aaron.> SRST connection to its default gateway which also fails because we're
Aaron.> not
Aaron.> running SRST on the core router.  It then starts the cycle again -
Aaron.> always
Aaron.> trying to connect to Subscriber 1.
Aaron.>
Aaron.> So I went into the menus and erased the config.  I then power cycled -
Aaron.> not
Aaron.> just ##*##'d - the phone.  It did the DHCP dance then again tried to
Aaron.> contact Subscriber 1.  Cisco Option 150 did indeed return the set
Aaron.> {Subscriber 1, Subscriber 2}.  Doesn't seem to phase the phone...
Aaron.>
Aaron.> This is the latest 7970 load - 6.0.2SR1.  The system is set for
Aaron.> authentication plus encryption.  I run another similar system with
Aaron.> 7940/7960 phones that does not exhibit this problem (it's a production
Aaron.> system so I can't just plug in a 7970 and fail its subscriber to see
Aaron.> what
Aaron.> happens).
Aaron.>
Aaron.> No failover is a Bad Thing(tm).
Aaron.>
Aaron.> I contacted the TAC last week and they are "looking into it".  So far
Aaron.> their only comment has been to check the LMHOSTS/HOSTS files on the
Aaron.> publisher and subscribers; these are correct and I'm using IP addresses
Aaron.> throughout anyway.  Othern' that they've come up with zero.
Aaron.>
Aaron.> Anybody out there run into a similar problem or have any ideas?  The
Aaron.> system is scheduled for deployment in two weeks and this is pretty much
Aaron.> the only problem I've seen in testing - and it's a BIG one!!
Aaron.>
Aaron.> Thanks!!
Aaron.>
Aaron.> Mike
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Aaron.>