[cisco-voip] Intermittent phone resets

Thu Jun 5 14:07:18 EDT 2014

Circular buffer packet captures are going to be your friend here.

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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