[cisco-voip] Intermittent phone resets

Thu Jun 5 15:24:00 EDT 2014

Hi,

We had this issue so many time and found out every time different Solution:

1- We had the issue CUCM and need to upgrade it, for temp fix we had made
the thsi change on Device

Detect Unified CM Connection Failure    make it Delayed so the heartbeat
can go after a while.

2- Second time it was cable issue on Switch and we have changed the cable
on switch port for to be on safe side put changed the port as well as.

3- Third time it was the load not support so I made it a bit backward and
phones works ok.

Regards,

Abdus Saboor

On Thu, Jun 5, 2014 at 2:41 PM, Brian Meade <bmeade90 at vt.edu> wrote:

> I had a case where the guy had his CUCM server switch ports SPANed to some
> dedicated capture gear.  He was able to get me captures from all his CUCM
> servers up to a week back.  That was a pretty nice thing to have.
>  Unfortunately, you're limited on the phone side in that you'll need to set
> it up for quite a few phones to increase your chances of catching it.
>
>
> On Thu, Jun 5, 2014 at 2:29 PM, Lelio Fulgenzi <lelio at uoguelph.ca> wrote:
>
>> 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
>>
>> ------------------------------
>> *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
>> <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
>>
>> [image: twitter] <https://twitter.com/CollabSensei>
>>
>> [image: chat][image: Phone] <+13142121814>[image: video]
>>
>>
>>
>>
>>
>> *From:* cisco-voip [mailto:cisco-voip-bounces at puck.nether.net
>> <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
>> <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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