CUCM 6.1(2) - 7961G and 7970 phones crash after user logs out

Answered Question
Jan 13th, 2009
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Hi all,


We are planning to roll out CUCM 6.1(2) in a few weeks. Im sorting out some final testing, and have noticed that our 7961G and 7970G IP phones crash every 4th-5th time i log a user out (using Extension Mobility).


I have tried to crash a 7960 in the same manner but i cannot.


The 7961G and 7970G just freeze with the Ext Mob details (ie phone number) of the user i have just logged out on them. I have to power the phone off to get it to be useable again :o(


7961G details:

Model number: CP-7961G

Load file: SCCP41.8-3-5S

Boot Load ID: 7961G_64-02070631Amd64megRel.bin



7970:

Model: CP-7970G

Load file: SCCP70.8-3-5S

Boot Load ID: 7970_6406118.bin



7960: (I cant get these to crash - they seem fine)

Model : CP-7960G

App Load ID: P00308000800

Bott Load: PC0303010200



We are using the Device Loads that came with CUCM 6.1(2) so i assume they are ok ?



Anyone got any ideas...? Im on the verge of raising a TAC case thru Cisco because this is most odd.


Could there be a dodgy Ext Mobility setting somewhere that i need to check? Ext Mob and TFTP are running ONLY on the Publisher at the moment.



Thoughts appreciated.



Many thanks!

Correct Answer by gogasca about 8 years 6 months ago

Hi Andy,

Since its not a total failure, I would assume may be something else.


What happens after a EM login? Does the phone display a "Login Successful" message or some error? What do you see in the ccmadmin page

for that device?

Does it display the login button?

If it displays "Login Successful" the Phone gets proper config?


We are actually in IP Phone version 8.4.3 plese give it a try and let us know.

check CSCsq98235, CSCsm30998 CSCsv62641


We will need the EMapp, EMService, DB, CCM (sdi and sdl) logs, preferably at Detailed level, to debug this issue. Also IP Phone logs

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Correct Answer
gogasca Wed, 01/14/2009 - 00:12
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Hi Andy,

Since its not a total failure, I would assume may be something else.


What happens after a EM login? Does the phone display a "Login Successful" message or some error? What do you see in the ccmadmin page

for that device?

Does it display the login button?

If it displays "Login Successful" the Phone gets proper config?


We are actually in IP Phone version 8.4.3 plese give it a try and let us know.

check CSCsq98235, CSCsm30998 CSCsv62641


We will need the EMapp, EMService, DB, CCM (sdi and sdl) logs, preferably at Detailed level, to debug this issue. Also IP Phone logs

andy_vvc2 Wed, 01/14/2009 - 03:40
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Laymans question: where exactly do i retrieve the log files from? The CUCM 6.1 server runs Linux not the Windows OS that i have supported CallManager on in the past.


Is there a place in one of the GUI's that i can get the logs from ?


Thanks

Giuseppe Larosa Wed, 01/14/2009 - 10:05
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Hello Andrew,

we did it some days ago for a service request you need to install the windows plugin named RTMT


go to

application > plugin


download windows RTMT (if your PC is windows) and install it. it is java based.


you need then to provide the ip address of one server of the cluster


a valid account


then you can do a remote browse.


Hope to help

Giuseppe




andy_vvc2 Fri, 01/16/2009 - 05:52
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Thnaks all. I have updated thre phone firmware to 8-3-4 SCCP release. This seems to have resolved the reboot issues :o)

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