[cisco-voip] Intermittent phone resets

Thu Jun 5 13:49:33 EDT 2014

I had this awhile back, and it ended up being a bug on the switches related to spanning tree and excessive Topology Change Notifications (TCN).

Dennis Heim | Collaboration Solutions Architect
World Wide Technology, Inc. | +1 314-212-1814
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[cid:image002.png at 01CF80C4.FB585810]<xmpp:dennis.heim at wwt.com>[cid:image003.png at 01CF80C4.FB585810]<tel:+13142121814>[cid:image004.png at 01CF80C4.FB585810]<sip:dennis.heim at wwt.com>

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Mar, Tashi
Sent: Thursday, June 05, 2014 1:43 PM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Intermittent phone resets

Hi, troubleshooting an issue where phones intermittently reset, either on hook or off hook (drops the call in progress).  Logs and TAC claim it's a network issue, but has anyone seen similar problems on Call Manager 9.1?  Basically, we want to rule out Call Manager as the culprit.

Majority of phones using SIP, models 8891 and 9951, experiencing issues similar to those outlined here:  https://supportforums.cisco.com/discussion/10846666/ip-phones-randomly-rebooting

Steps already taken:
- upgrade to latest firmware
- verify no POE errors on switch
- cpu, memory on UCS servers ok
- point phones to backup SUB, no change.  Phones randomly reset when homed to Pub or Sub (both in separate locations).
- Wireshark to see KeepAlives dropping

1.            Phone logs show:
SEP0DD3B4E90000.cnf.xml.sgn (HTTP)
  8:05:20p TCP connection timed out
  8:07:22p Falling back to different CUCM
  11:16:50p TCP connection timed out
  11:18:51p Falling back to different CUCM
  6:52:38p TCP connection timed out
  6:54:39p Falling back to different CUCM
  9:55:04a TCP connection timed out
  9:57:05a Falling back to different CUCM

2.            Call Manager logs show:
- phone unregisters from Primary CUCM due to:
[Reason=6] ConnectivityError - Network communication between the device and Unified CM has been interrupted.
- phones fallback to secondary CUCM and then rehome to Primary CUCM:
Reason code = 28, FallbackInitiated - The device has initiated a fallback and will automatically re-register to a higher-priority Unified CM. No action is necessary.

3.  Call Manager syslogs display EndPointUnregistered:

Apr 01 14:34:18 %UC_CALLMANAGER-3-EndPointUnregistered: %[DeviceName=SEP0DD3B4E90000][IPAddress=10.1.10.211][Protocol=SIP][DeviceType=540][Description=User][Reason=6][IPAddrAttributes=0][LastSignalReceived=SIPConnControlInd][CallState=5286-call_initiated1][AppID=Cisco CallManager][ClusterID=NAregion][NodeID=CCMSub]: An endpoint has unregistered

Apr 01 14:36:22 %UC_-3-LastOutOfServiceInformation: %[DeviceName=SEP0DD3B4E90000][DeviceIPv4Address=10.1.10.211/24][IPv4DefaultGateway=192.168.51.1][DeviceIPv6Address=::][IPv6DefaultGateway=::][ModelNumber=CP-8961][NeighborIPv4Address=][NeighborIPv6Address=][NeighborDeviceID=][UNKNOWN_PARAMNAME:NeighborIPortID=][DHCPv4Status=1][DHCPv6Status=3][TFTPCfgStatus=1][DNSStatusUnifiedCM1=4][DNSStatusUnifiedCM2=4][DNSStatusUnifiedCM3=0][UNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM1=0][UNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM2=0][UNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM3=0][VoiceVLAN=50][UnifiedCMIPAddress=10.1.10.5][LocalPort=50382][TimeStamp=1396377375][ReasonForOutOfService=18][LastProtocolEventSent=Sent:INVITE sip:915138521010 at 10.1.10.2;user=phone SIP/2.0  Cseq:101 INVITE CallId:b4e9b08c-a3ad023c-1fec1fa7-3b9727b1 at 10.1][LastProtocolEventReceived=Rcvd:SIP/2.0 202 Accepted  Cseq:104 REFER CallId:b4e9b08c-a3ad026a-30d892f1-02c748ba at 10.1.10.211][AppID=Cisco CallManager][ClusterID=NAregion][NodeID=CCMSub]:  Information related to the last out-of-service event

Apr 01 14:36:24 %UC_CALLMANAGER-6-EndPointRegistered: %[DeviceName=SEP0DD3B4E90000][IPAddress=10.1.10.211][Protocol=SIP][DeviceType=540][PerfMonObjType=2][Description=User][UserID=User1][LoadID=sip8961.9-4-1-9][AssociatedDNs=5286,5285,5242,5237,5262,5217,5284,5294,5282,#86,][MACAddress=0DD3B4E90000][IPAddrAttributes=0][ActiveLoadId=sip8961.9-4-1-9.loads][InactiveLoadId=sip8961.9-3-2SR1-1.loads][AppID=Cisco CallManager][ClusterID=NAregion][NodeID=CCMSub]: Endpoint registered

Apr 01 14:36:24 %UC_CALLMANAGER-6-DeviceDnInformation: %[DeviceName=SEP0DD3B4E90000][DeviceType=540][StationDesc=User][StationDn=5286,5285,5242,5237,5262,5217,5284,5294,5282,#86][AppID=Cisco CallManager][ClusterID=NAregion][NodeID=CCMSub]: List of directory numbers (DN) associated with this device

4.  Switchport configuration:

interface GigabitEthernet3/0/x
switchport access vlan 10
switchport mode access
switchport voice vlan 11
switchport port-security maximum 3
switchport port-security
switchport port-security aging time 2
switchport port-security violation restrict
switchport port-security aging type inactivity
load-interval 30
spanning-tree portfast
spanning-tree bpduguard enable

Thanks, Tashi

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