[cisco-voip] FW: Finesse Login Issues - Live TAC Case update

[Jason Aarons (AM)]

   Anyone seen this?

We have a new PCCE integration with CUCM and some of the users are not able to log into finesse with the following error, until the phone is rebooted and then they can.

[cid:image001.png at 01D20DA9.06EFF930]

These are the versions we are dealing with:

PCCE : 11.0.2
Finesse : 11.0.1
CUCM: 10.5.1.11901-1


Ø  engaged a PCCE Engineer and they collected PG logs for the re created problem on Linelle’s finesse/phone.

Ø  The logs indicate getting a “Device unregistered” system event being received by the PG from the CUCM

Ø  Based on these logs, PCCE engineer then open a collaboration with CUCM team.

Ø  I provided related/requested CUCM logs to the new CUCM engineer

Ø  CUCM engineer analyzed them and found nothing out of the ordinary, no error messages sent. Phone did not show any signs of reboot either on the phone log messages

Ø  A second/recent set of logs were requested and they were provided to TAC, with similar result

Ø  TAC then requested logs for a working scenario, collected logs for the working scenario, they have been provided to TAC CUCM Team.

Ø  TAC is currently analyzing the working scenario logs to do a comparison with the non-working to get any clues on the root cause.

We are still on with TAC on this live call continuing to troubleshoot.

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