[cisco-voip] Intermittent phone resets

Thu Jun 5 14:29:02 EDT 2014

Just to add, we too are experiencing the same issue. Although I don't think we've had complaints of dropped calls. 

We first saw the issue when upgrading from v4.1 to v7.1 around two years ago, but because we didn't get complaints we had to prioritize. We're now seeing many more dropped phones. I'm not sure if the alerts were there in v4.1 and we just didn't have the alerts set up to come to us or not. It was a long time ago. 

We opened a TAC case, but unfortunately, we have not been able to work on it due to other pressing issues. I have to go back to our team to co-ordinate getting this going again. I'd like to resolve this. There should be no reason to have such a large number of de-registration events. 

We are primarily 7940/60 7912 phones with a number of 7911s, 7942, 7962 interspersed. 

I too am of the thought that it's not CUCM version dependent, but more so either switch configuration (loop detection) or firewall issues. 

The case owner said the only real way to figure things out is to get a packet capture from both the callmanager and the phones when it happens. 

Unfortunately, it's difficult to do so, since how do you guess where the phones are going to un-register from? We might have to do some sort of multi-vlan capture, but that is gonna be tough too. 

--- 
Lelio Fulgenzi, B.A. 
Senior Analyst, Network Infrastructure 
Computing and Communications Services (CCS) 
University of Guelph 

519‐824‐4120 Ext 56354 
lelio at uoguelph.ca 
www.uoguelph.ca/ccs 
Room 037, Animal Science and Nutrition Building 
Guelph, Ontario, N1G 2W1 

----- Original Message -----

From: "Tashi Mar" <tmar at align.com> 
To: "Terry Oakley" <Terry.Oakley at rdc.ab.ca>, "Dennis Heim" <Dennis.Heim at wwt.com>, cisco-voip at puck.nether.net 
Sent: Thursday, June 5, 2014 2:10:17 PM 
Subject: Re: [cisco-voip] Intermittent phone resets 

Hi all, appreciate the feedback. There are some SCCP phones (along with SIP) that reset too; TAC could not pinpoint any phone firmware or CUCM bugs either. 

Will find out the switch OS, but environment is all stacked 3750s at the core and access layers in both locations. Any chance you recall the bug ID? 

Definitely will check into: 
- Switch bug related to spanning tree and excessive Topology Change Notifications (TCN). They actually replaced some access switches, but that doesn’t mean the configuration was modified. 
- Circular buffer packet captures 

We did verify that the ASAs are not doing any SIP or SCCP inspection; voice traffic on this network does not pass through firewalls anyway. 

Thanks! 

Tashi Mar | IP Telephony Engineer 

From: Terry Oakley [mailto:Terry.Oakley at rdc.ab.ca] 
Sent: Thursday, June 05, 2014 2:02 PM 
To: Heim, Dennis; Mar, Tashi; cisco-voip at puck.nether.net 
Subject: RE: Intermittent phone resets 

What version of switches and OS were you using? 

Thanks 

Terry 

From: cisco-voip [ mailto:cisco-voip-bounces at puck.nether.net ] On Behalf Of Heim, Dennis 
Sent: June-05-14 11:50 AM 
To: Mar, Tashi; cisco-voip at puck.nether.net 
Subject: Re: [cisco-voip] Intermittent phone resets 

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 
twitter
chatPhonevideo

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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