CUPC 8 - Unable to Login After Upgrade (1 User)

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Jul 29th, 2010
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After CUPS Upgrade to 8.0(2) and CUPC Upgrade from 7 to 8, we have one (so far) user who cannot login to the CUPC client using her AD credentials.  She is able to login to the domain fine, but is getting invalid user ID/password when attempting to login to CUPC.  She was imported the same as everybody else.  We have verified that her user ID is associated to her CSF (owner id, digest, and line) correctly.  We’ve had her change her password.  The only thing that might be noteworthy is that she was logged in to her CUPC 7 client during the upgrade.  But we’ve had her uninstall 7 and reinstall CUPC 8 since then, in addition to the fact that we have other users who were also logged into CUPC 7 who are working just fine on 8.

Any ideas on why she can’t login to CUPC 8?

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christrost Thu, 07/29/2010 - 13:56
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I talked to the TAC engineer who filed this bug.  Apparently, it's a hex-related issue only with CUPC 8 when it does the first LDAP authorization/synchronization where a space is inserted into the password and its not able to be fixed without an ES.  However, this ES is not available yet.  The TAC engineer thought it was only special character user IDs as well, but this user ID is only 6 plain letters.  The bug ID is CSCth83141

I will be waiting for this ES and hoping it fixes our problem.  But in the meantime, this user will have to use CUPC 7.1.1.

htluo Thu, 07/29/2010 - 13:59
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The ES is not available on CCO.  If it was you wouldn't have to open a TAC case.

The purpose of opening a TAC case is to get access to a "pre-release" ES. 

Just push harder.  coz some other customers got it.


DOUG DAVIDSON Thu, 07/29/2010 - 13:53
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Does her login id contain any special characters? We encountered a bug that our login ids contained a space and you could not login with CUPS 8.02 and CUPC 8. Worked fine with CUPC 7.

We have been bit by this a couple of times and we opted to change our login IDs, to get around it and also prevent it from being a problem in the future.



christrost Fri, 07/30/2010 - 06:52
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User cannot login to CUPC 7.1.1, either.  We're not sure if the ES is going to help anymore, but we're trying it soon.  Customer machines do not like MSI installer files, so waiting to see if we can get an EXE version from the engineer.

Edit:  One other thing, we did notice the user is showing "Offline but On the Phone" when she's on the phone, to other users who are monitoring her .... even though she can't login.

christrost Fri, 07/30/2010 - 12:59
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The fix ended up being a simple one.

1.  Uncheck CUPS/CUPC License Capabilities in CUCM for the affected user

2.  Restart Cisco UP Sync Agent in CUPS Serviceability

3.  Recheck CUPS/CUPC License Capabilities in CUCM for the affected user

The cause is allegedly a new bug.


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