[cisco-voip] Intermittent phone resets

Thu Jun 5 13:50:25 EDT 2014

Tashi,

Any firewalls between the phones and the PUB/SUBs?

I've personally experienced similar issues, where I had an ASA doing
inspection (Application Layer Gateways for other vendors) on the protocol,
and having an issue with packets it didn't understand, so it would drop
them.  Happens enough, the phone would reset.

Quick fix was to disable inspection, long term fix was to upgrade the ASA
version to a later code that better understood the protocol.

Mike

On Thu, Jun 5, 2014 at 1:42 PM, Mar, Tashi <tmar at align.com> wrote:

>  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
> <http://10.1.10.211/24%5D%5BIPv4DefaultGateway=192.168.51.1%5D%5BDeviceIPv6Address=::%5D%5BIPv6DefaultGateway=::%5D%5BModelNumber=CP-8961%5D%5BNeighborIPv4Address=%5D%5BNeighborIPv6Address=%5D%5BNeighborDeviceID=%5D%5BUNKNOWN_PARAMNAME:NeighborIPortID=%5D%5BDHCPv4Status=1%5D%5BDHCPv6Status=3%5D%5BTFTPCfgStatus=1%5D%5BDNSStatusUnifiedCM1=4%5D%5BDNSStatusUnifiedCM2=4%5D%5BDNSStatusUnifiedCM3=0%5D%5BUNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM1=0%5D%5BUNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM2=0%5D%5BUNKNOWN_PARAMNAME:DNSv6StatusUnifiedCM3=0%5D%5BVoiceVLAN=50%5D%5BUnifiedCMIPAddress=10.1.10.5%5D%5BLocalPort=50382%5D%5BTimeStamp=1396377375%5D%5BReasonForOutOfService=18%5D%5BLastProtocolEventSent=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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