How To Re-register A Sip Phone In Call Manager

This document describes general data to collect for Cisco IP Phones that experience registation issues when integrated with Cisco Unified Communications Director (CUCM). This document does not explain steps to troubleshoot specific issues.

Requirements

Cisco recommends that you have knowledge of these topics:

Internet Protocol (IP)
Voice Over Internet Protocol (VOIP) signaling protocols
The registration process for Cisco IP Phones

NOTE: The IP Phone, SCCP & SIP Phone Registration Process with CUCM is a great certificate to review.

Components Used

This document is not restricted to specific software and hardware versions.

For phones that show unregistered, are they able to make and receive calls?
- If yes, check the registration condition from the webpage of the other CUCM nodes and bank check the condition of the phone in RIS DC.

Note: If the phones are able to brand and receive calls use the command below on each node to run into the status of the phone in RIS DC.

prove risdb query phone

If the issue deemed to exist a false status of unregistered, restart the RIS DC service. Due to the architecture of the RIS DC information technology may exist necessary to restart the CallManager service as well.

How many phones are impacted and what is the total number of phones?

If just a subset of phones are affected, what do they have in common (i.e. model, protocol, firmware version, on the same switch/bract, at the same site…)?

Does the telephone accept a shared line?

Are the phones connected to the network with a Virtual Individual Network (VPN)?

Does the issue happen at the same time of 24-hour interval each fourth dimension it happens?

Are any security checks performened in the network (i.e. port scanners)?

Exercise y'all have any firewalls betwixt the phone and the CUCM?

Are you doing SIP inspection on any devices in the path between the phone and the CUCM?

How many phones are in the aforementioned subnet and how many IP addresses are available for lease to that subnet?

Areconfigured to use Session Initiation Protocol (SIP) over Transmission Control Protocol (TCP) or User Datagram Protocol (UDP)?

Are the phones using a secure or non-secure Device Security Profile?
- If the phones have a secure contour, did they have an Locally Significant Certificate (LSC) installed before applying the secure profile to the phone's configuration?

Notation: Phones volition not register if they are using a secure Decive Security Contour without an LSC installed. Refer to the CUCM Generating LSC Certificates for Secure Phones certificate for more than information.

Is anyone logged into the problem phone(s) via extension mobility?
- If yes, does the protocol (SCCP/SIP) of the device profile match that of the telephone and does the same beliefs be afterward logging out?

Did anything change? Anything at all, regardless of how significant the alter might be and regardless of what the change was. Any and all new changes (new configurations, new software, new hardware) should be acknowledged.

Document the message on the phone's screen when the upshot occurs. It is typical for a message to be displayed on the telephone's screen and then be sure to check this.

Check to come across if the phone has an LSC installed as this is required if the customer is using a secure Device Security Profile

79XX

Press the settings button on the phone > push keypad button number four > push button keypad button number 4 again > document whether the LSC says installed or not installed

78XX / 88XX / 99XX

Printing the settings button on the phone > select Admin Settings > push keypad push number 2 > document whether the LSC says installed or not installed

Become a bundle capture (pcap) from the phone

TIP: Much of the information below this point requires web admission to exist enabled on the phone. Even if a phone isn't registered it may be possible to modify the settings on the phone so enable webaccess, span to pc port,and SSH Access then endeavor to admission the spider web page.

NOTE: Check the Expires field in the SIP register message found in the pcap if the phones are using SIP.

The default value for the Expires field when the Annals message is sent from the phone to the primary CallManager is 120 seconds. When the telephone is sending a Annals message, known as a "keep alive" message. to it's secondary CallManager server the expires field is 0.

Document the debug messages on the phone

Check for cores on the telephone and download them if they are there. Be certain to also assemble the output of show show core-dump from the CLI of the telephone if cores were institute on the web interface of the telephone.

Annotation: As of Nov 9th, 2016 simply the phone developers have access to the tool for reviewing phone core files. If further analysis of the core is needed, open a Technical Assistance Centre (TAC) case in order to engage the phone developers.

Gather the CDP Neighbour information from the Network page located in the Network statistics section

Get the console logs from the telephone. If the phone supports the Problem Report Tool (PRT) feature information technology is recommended to utilise the PRT.

NOTE: This support forum document displays how to apply strace to impress the debugs to the terminal; nonetheless, you may need to use show strace.

Some phones use sdump instead of strace or show strace.

strace orsdump commands are like typing concluding monitor on a Cisco router.

TIP: It is best to gather the console logs from the Control Line Interface (CLI) of the phone as many phones have limited space and their logs are overwritten rapidly.

If the phone has an auxiliary port, plug a console cablevision into the phone for capturing debugs fifty-fifty if the phone reboots.

TIP: It is best to log your terminal session to a text file. Here is how to do log to a text file with putty and hither is how to do it with SecureCRT.

The phone accesses the network via a switch. Identify the switch the phone is fastened to and gather the data listed beneath.

Gather running configuration using show run

Gather bear witness proc cpu hist

Gather the output of testify log

Become the directory number (DN) of the phone.

Notation: If there is no DN and the phone uses the Session Initiation Protocol (SIP), the phone volition not register.

Get the phone's configuration file

Get pcaps from the CUCM servers

Use the Real Time Monitoring Tool (RTMT) to collect logs and the pcap from the CUCM servers. Be sure to select all servers when collecting the logs.

TIP: Depending on the environment/symptoms you lot may want to collect some or all of the following log types:

Cisco CallManager, Cisco Document Authority Proxy Function, Cisco Tftp, Cisco Trust Verification Service, Event Viewer-Application Log, Issue Viewer-System Log, and Packet Capture Logs.

Get together the output of show itl and bear witness ctl from all TFTP servers in the CUCM cluster.

Gather the output of these commands from the CUCM publisher:

Determine if the cluster is in mixed-mode:

run sql select paramname,paramvalue from processconfig where paramname='ClusterSecurityMode'

Determine if the rollback parameter is ready to truthful:

run sql select paramname,paramvalue from processconfig where paramname='RollBackToPreGrayback'

Decide if database replication is healthy:

utils dbreplication runtimestate

NOTE: If the cluster is not in mixed-manner, the output will look similar this:

admin:run sql select paramname,paramvalue from processconfig where paramname='ClusterSecurityMode'
paramname paramvalue
=================== ==========
ClusterSecurityMode 0

NOTE: If the rollback parameter is set to false, the output will wait like this:

admin:run sql select paramname,paramvalue from processconfig where paramname='RollBackToPreGrayback'
paramname paramvalue
===================== ==========
RollBackToPreGrayback F

TIP: For an explanation of the output from utils dbreplication runtimestate review the Understanding the output of utils dbreplication runtimestate for CUCM document.

Search the phone logs for these strings:

Fail
Err
Error
Exception
newUnregReason=
Lastoutofservice
Fallback
socket error=
opvvlan
Coffee-sipio-
REGISTERED
Network_detect_change_task
tftpAddr1=
Locked out:
VPN.: (Notation: Make certain you lot are searching with regex for this 1 or the "." will be analyzed as a literal instead of a special character)

Search the CUCM logs for the following:

The MAC accost of the phone

The IP address of the telephone

TIP: If you lot meet error messages the explanation of the reason codes may be in the Mistake and Organisation Messages Documents.

Endpoints FAQ

Security By Default

Cisco IP Phone Firmware Back up Policy

Search the Cisco Live repository

I already registered some phones and nerveless the logs/pcaps. To review the files click hither.