CUPS 8.02

Unanswered Question
Jun 23rd, 2010

Has anyone else upgraded to CUPS 8.02 since it has been released. I upgraded last night and am having problems with users not being able to send IMs. The client appears to send the IM, the sender does not get an error, but the recipient never receives the IM.

All clients have upgraded to 7.1 CUPC.

I have opened a TAC case but wanted to see if anyone else was experiencing issues.



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htluo Wed, 06/23/2010 - 11:09

It looks like you have two different client versions: CUPC 7 and 8.

Could you elaborate the issue a little bit?

Was it CUPC 7 not able to send IM to CUPC 8?  Or CUPC 7 not able to send IM to CUPC 7?



DOUG DAVIDSON Wed, 06/23/2010 - 11:16

When the CUPC 7 client sends an im to a 7 client, it appears to go correctly, but it is never received by the recipient. The CUPC 7 client can send to one of the two CUPC8 clients and the cupc 8 client receives the IM, but the cupc 8 client can't respond to the cupc 7 client. I have two clients that are running CUPC 8 and they can communicate no problem.

Does that make sense?



htluo Wed, 06/23/2010 - 11:19

The golden rule of troubleshooting is "Keep It Simple". 


1) Do you really need both CUPC 7 and CUPC 8 in your environment?  If not, could we focus on one version?

2) If yes, which CUPC version you want to work on?


DOUG DAVIDSON Wed, 06/23/2010 - 11:24

Lets concentrate on CUPC 7. since that is what 99 % of my users are using.


htluo Wed, 06/23/2010 - 13:09

Would you provide the following?

1) Sender's user ID.

2) Recepient's user ID.

3) The exact message being sent but not recieved.



DOUG DAVIDSON Wed, 06/23/2010 - 13:13

Diggie Retief and Teresa McGuire are the two users. I am not sure exactly as to the text they tried to send. I had told them to send some test messages after turning on detailed logging and running the problem report.

Let me know if that helps and thanks for your help.


htluo Wed, 06/23/2010 - 13:18

Could you redo the test and get those information.  the logs we need would be "Cisco UP SIP Proxy".



DOUG DAVIDSON Wed, 06/23/2010 - 13:35

I have requested the two users to run another test and send me screen shots of the chat log and the problem report and I will pull the SIP Proxy log when I get it.

I found a message in the SIP Proxy log where Teresa sent the message " hey " in log esp00000190.log @ 9:37:17.479, in the logs I have uploaded to the case. Based on that can you find it in the problem reports, as well?

I will upload them to the case as soon as I get them.

htluo Wed, 06/23/2010 - 14:03

Please also get the following:

1) IP address of the sender's PC

2) IP address of the recepient's PC

3) IP address of the CUPS



DOUG DAVIDSON Wed, 06/23/2010 - 14:18

I am uploaded them to the case now, it will take a few minutes. How late are you working tonight? The engineer working the case just went off shift so I was going to have the call re-queued.



htluo Wed, 06/23/2010 - 14:19

You don't have to re-queue.  I can take a quick look


DOUG DAVIDSON Wed, 06/23/2010 - 14:44

The file has been uploaded. The client IPs are Diggie, Teresa and the CUPS is

htluo Wed, 06/23/2010 - 15:05

I guess this one has to go to Cisco developers.

Not sure if it was working as designed, but here are some things I noticed:

1) I am seeing tag on the instant message while both clients are SIP clients (CUPC 7.1.1)
2) By looking at the header below, it looks like SIP proxy was trying to deliver the message to PE (port 5070).

15:57:26.218 |ID(31623) sip_sm.c(1176) Sent 1488 bytes TCP packet to
MESSAGE sip:[email protected]:5070;transport=tcp SIP/2.0
Via: SIP/2.0/TCP;branch=z9hG4bK9e8bdb16-c1dccb29-c0a49e0a-29cabbac-1
Via: SIP/2.0/UDP;received=;branch=z9hG4bK-a93d1dac

Relevant information:
Message: "Teresa, you sure look hot today"
Timstamp: 15:57:26.215


DOUG DAVIDSON Wed, 06/23/2010 - 15:10

Do you have any idea when the Developers might be able to look at it? It is sounding like I am going to need to roll back to 8.01. I really need to get IM back up and working.

htluo Wed, 06/23/2010 - 15:17

ya, I guess you'd better roll back.  I tested in my lab CUPS 8.0.2 and CUPC 7.1.1.  It didn't work either. 


DOUG DAVIDSON Wed, 06/23/2010 - 15:20

OK, at least you can duplicate the problem. I am going to keep the case open until the bug is written up.

Thanks for all your help.


htluo Thu, 06/24/2010 - 07:06

Well, it looks like my problem was caused by 3rd-party compliance server.

I don't think you have 3rd-party complaince server configured, do you?


DOUG DAVIDSON Thu, 06/24/2010 - 07:40

No, I do not have a compliance server. Is there an option that needs to be set to allow CUPC 7 to work with CUPS 8.02?

htluo Thu, 06/24/2010 - 07:48

No option needs to be set.

Your TAC engineer need to investigate this.



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