CUPC Desk Phone control not working

Answered Question
Dec 22nd, 2011

I am receiving the following errors on my CUPC client:

* Device Error. Could not connect to Device Provider. [1201]

* A device initialization error has occurred. Could not connect to Device Provider. [1201]

I have ensured that the CCMCIP setting is in place as posted in this thread: https://supportforums.cisco.com/thread/2093573

I also set the Registry Key and checked the Certificate Expiration as suggested in this thread: https://supportforums.cisco.com/thread/2030254

Still no dice. Other users are working with CUPC 8.x clients without issue (somehow even without the CCMCIP setting). My CUPC client shows when I am on the phone, so that piece is working. My phone has my user ID associated with it, and my User ID has my phone as a CTI controlled device. My device has CTI control allowed, and my User ID is in the Standard CTI group. Not sure what else I am missing.

I have this problem too.
0 votes
Correct Answer by Tommer Catlin about 2 years 3 months ago

https://supportforums.cisco.com/thread/2095781

Also, I tend to NOT use IT accounts for just that reason. Someone is always messing around with it and turns it is not the same as other accounts…

Correct Answer by Christos Georgiadis about 2 years 3 months ago

Hey Josh,

It starts to make sense to me now Can you tell me if your userid has any upper case letters ?

ie Josh.Anderson instead of josh.anderson ?

If yes, can you try to login to CUPC using the exact same username as it appears in callmanager ?

HTH,

Christos

  • 1
  • 2
  • 3
  • 4
  • 5
Average Rating: 5 (2 ratings)
Tommer Catlin Thu, 12/22/2011 - 08:54

I was trying to dig through the log files, but not sure where it is, but we need the client log file for CUPC.  You are getting a CTI error somewhere.   Either the CUPC client cant figure out where CUCM is or there is a configuration issue in CUCM/CUPS.   

Have you validated your username license setting in CUCM and CUPS?

When you run the health check with CUPC, any errors?

josh.l.anderson Thu, 12/22/2011 - 09:38

This is the System Troubleshooter output. There was an error about the deskphone control user being wrong, which I corrected (deskphone control was still working for other users regardless). The log I attached was generated from the CUPC client by going to Help -> Create Problem Report. If there is another log that you need, please indicate which one and it's location. I generated another Problem Report after correcting the deskphone user error, and it is attached.

Results

System Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify the size of the database for the node presencePass
Verify users are not at or exceeding the currently set Contact List Size limit (per user)Pass
Verify users are not at or exceeding the currently set Watcher limit (per user)Pass
Verify nodes in cluster are synchronised to the same NTP serverPass
Verify licenses are loaded and validPass
Verify Cisco UP Replication Watcher service is running on all nodesPass

Sync Agent Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify AXL settings entry existsPass
Verify valid AXL user-idPass
Verify reachability of publisher address, login and execute basic queryPass
Verify Cisco Unified Communications Manager publisher versionPass
Verify Sync Agent has sync'ed over relevant data (e.g. devices, users, licensing information)Pass
Verify all users on CUCM have unique mailids.Pass
Verify Sync Agent service is runningPass
Verify hardware compatibility with the installed softwarePass

Presence Engine Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify Cisco Unified Communications Manager Presence Gateway entries existPass
Verify Presence Engine service is runningPass
Verify Presence Engine OAM Agent service is runningPass
Verify Presence Engine Database service is runningPass
Verify valid Presence Gateways (check reachability)Pass
Verify SIP Publish ModelPass

SIP Proxy Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify Cisco UP SIP Proxy service Proxy Domain service parameter value is validPass
Verify method/event routes existPass
Verify Proxy In Service Static RoutesInfoNo  Static Routes with duplicate next hop addresses found. However the  following next hops could not be resolved and so the related static  routes were unchecked: zzzz.COMFollow the link if you wish to verify the Static Routes with unresolvable next hop addresses (fix)
Verify Proxy Incoming ACL is configuredPass
Verify Proxy Outgoing ACL is configuredPass
Verify Cisco UP SIP Proxy service is runningPass
Verify Config Agent service is runningPass

IP Phone Messenger Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify IPPM service is activePass
Verify IPPM settings entry existsPass
Verify valid IPPM application usernamePass
Verify valid IPPM application passwordPass
Verify IPPM application username/password matches configured Cisco Unified Communications Manager application username/passwordPass
Verify IPPM service is runningPass

Desk Phone Control Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify Desk Phone Control application is activePass
Verify Desk Phone Control application Address settings entry existsPass
Verify  Desk Phone Control is running (the Desk Phone Control application is a  module that resides within the Cisco UP SIP Proxy service)Pass
Verify valid Desk Phone Control server address (check reachability)Pass
Verify valid Desk Phone Control failover server address (check reachability)Pass
Verify  Desk Phone Control application username/password matches configured  Cisco Unified Communications Manager application username/passwordPass
Verify if any users are currently assigned desk phone controlPass

Meeting Notification/Calendaring Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify Exchange Presence Gateways existPass
1.1.1.1 (Exchange Presence Gateway) is reachable (pingable)Pass
1.1.1.1 (Exchange Presence Gateway) is properly configuredWarnThe  Exchange Presence Gateway security certificate configuration is  invalid. TLS handshake executed between CUP and Exchange failed.Please  verify the Exchange SSL connection using the Exchange Presence Gateway  page. You may need to upload additional certificates using the OS  Administration pages.  (fix)
2.2.2.2 (Exchange Presence Gateway) is reachable (pingable)Pass
2.2.2.2 (Exchange Presence Gateway) is properly configuredWarnThe  Exchange Presence Gateway security certificate configuration is  invalid. TLS handshake executed between CUP and Exchange failed.Please  verify the Exchange SSL connection using the Exchange Presence Gateway  page. You may need to upload additional certificates using the OS  Administration pages.  (fix)

Inter-Clustering Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify any inter-cluster Peer entries existInfoNo inter-cluster Peer entries currently provisionedNo inter-cluster Peer entries currently provisioned

Topology Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify there are no unassigned usersPass
Verify all available nodes are assignedPass
Verify there are no empty subclustersPass
Verify all assigned nodes have users assigned to themPass
Verify all nodes have been added to the Cisco Unified Communications Manager (CUCM) Application Server listPass
Verify all two node subclusters have high availability enabledPass

Cisco Unified Personal Communicator Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify whether any Cisco Unified Personal Communicator (CUPC) users are currently licensedPass
Verify whether Cisco Unified Personal Communicator (CUPC) users have been assigned (to a subcluster)Pass
Verify whether Cisco Unified Personal Communicator (CUPC) application profiles have any assigned usersInfoThere are more than 10 profiles currently configured, therefore manual verification is necessary.Please manually verify that all profiles have users assigned to them.

External Database Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify external database server entries existPass
Verify external database server reachability (pingable)Pass
Verify external database server connectivity (database connection check)Pass

Third-Party Compliance Server Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify third-party compliance server entries existInfoVerify third-party compliance server entries existNo third-party compliance server entries currently provisioned

Third Party LDAP Connection Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify Third Party Client LDAP Connection InformationWarnThe XCP Directory Service is not runningVerify The XCP Directory Service is running. (fix)

XCP Troubleshooter
Test DescriptionOutcomeProblemSolution
Verify Cisco UP XCP Router service is runningPass
Verify Cisco UP XCP Connection Manager's service statusPass
Verify Cisco UP XCP Authentication's service statusPass
Tommer Catlin Thu, 12/22/2011 - 09:43

On the CUPC client you have this log:

https://supportforums.cisco.com/servlet/JiveServlet/download/3148497-69884/health7.1.JPG

no?

josh.l.anderson Thu, 12/22/2011 - 09:48

I am not seeing anything like that. Is there something I have to change to enable that (Enable Detailed Logging is already turned on, so it apparently isn't that)? If I go to Help -> Show Server Health, I get this:

Message was edited by: Joshua Anderson

Christos Georgiadis Thu, 12/22/2011 - 13:15

To me it seems that there is some kind of mismatch between callmanager and CUP server. Since you can see 'on the phone' status when you are using your deksphont it means that cucm is aware that this device is supposed to be controlled by CUPC but CUPC somehow doesn't. Maybe there is something wrong with the request from CUPC to control the deskphone

What's your CUCM version ?

What's your userid as configured in callmanager?

Is your CUCM ldap sync'ed ?

If you set the ccmcip logs in callmanager to detailed level and try again, you might get more information as to what is wrong. If you can send them over I can have a look.

Regards,

Christos

josh.l.anderson Thu, 12/22/2011 - 13:34

What's your CUCM version ?    6.1(2)

What's your userid as configured in callmanager?     josh.anderson

Is your CUCM ldap sync'ed ?    Yes

I'll get logging turned up and upload the traces as soon as I can.

Correct Answer
Christos Georgiadis Thu, 12/22/2011 - 13:41

Hey Josh,

It starts to make sense to me now Can you tell me if your userid has any upper case letters ?

ie Josh.Anderson instead of josh.anderson ?

If yes, can you try to login to CUPC using the exact same username as it appears in callmanager ?

HTH,

Christos

josh.l.anderson Thu, 12/22/2011 - 13:57

Ha, good catch. Still not working, but I get something different now (which could be because I've screwed with so many different things that I broke something else).

Now I get "Device Error. Invalid parameter. [200]"

Correct Answer
Tommer Catlin Thu, 12/22/2011 - 13:59

https://supportforums.cisco.com/thread/2095781

Also, I tend to NOT use IT accounts for just that reason. Someone is always messing around with it and turns it is not the same as other accounts…

josh.l.anderson Thu, 12/22/2011 - 14:02

Bingo. I had deleted my profile and hadn't set the Gateway profile back in there.

So, in summary, my User ID in CUCM (from Active Directory) was capitalized, but I was logging in with it lower case. Then the secondary error was fixed by re-associating the Gateway profile.

Thank you!

Christos Georgiadis Thu, 12/22/2011 - 13:48

Judging by the screenshot it is CUPC 8.x so based on the release notes of 8.0 and 8.5 the callmanager version is not really supported with 8.x

http://www.cisco.com/en/US/docs/voice_ip_comm/cupc/8_0/english/release/notes/cupc80.html#wp39642

http://www.cisco.com/en/US/docs/voice_ip_comm/cupc/8_5/english/release/notes/cupc85.html#wp180477

In any case it is interesting to see if he hits the scenario I described.

HTH,

Christos

Tommer Catlin Thu, 12/22/2011 - 13:50

Yeah, that is what I getting at eventually. I wanted to validate the CUPS server version, with CUPC version and CUCM to see if there was an issue.

josh.l.anderson Thu, 12/22/2011 - 13:56

CUPS 8.5(3), which, according to Cisco, it is supported:

Table 6     Supported Cisco Unified Presence Integrations from Release 8.x 

Cisco Unified Presence Software Releases

8.0(1)

8.0(2)

8.0(3)

8.0(4)

8.5(1)

8.5(2) and 8.5(3)

8.6(1)

Cisco Unified Communications Manager

4.x

No

No

No

No

No

No

No

5.0

No

No

No

No

No

No

No

5.1

No

No

No

No

No

No

No

6.0

Yes

Yes

Yes

Yes

Yes

Yes

Yes

6.1

Yes

Yes

Yes

Yes

Yes

Yes

Yes

7.0

Yes

Yes

Yes

Yes

Yes

Yes

Yes

7.1

Yes

Yes

Yes

Yes

Yes

Yes

Yes

8.0

Yes

Yes

Yes

Yes

Yes

Yes

Yes

8.5

No

No

No

Yes

Yes

Yes

Yes

8.6

No

No

No

No

No

8.5(3)

Yes

Christos Georgiadis Thu, 12/22/2011 - 14:09

Interesting scenario

A short explanation

When you login to your CUPC you get the list of all the devices that this user is supposed to control by logging in to CCMCIP service. You login with the same credentials you provided  when you logged in to your CUPC. In 6.1.2 the CCMCIP service is case sensitive although callmanager is not and hence you can partially login

Meaning you can see the 'on the phone' status while you are on the phone, but you cannot control the deskphone since you cannot login to CCMCIP.

In order to get a fix you need to upgrade to 6.1.4.1000-10

That's another reason to upgrade. Btw where did you get the above compatibility matrix? The release notes of 8.5 are pretty clear that the only 6.1(3) and above is supported.

Anyway glad we could solve this one

Regards,

Christos

Christos Georgiadis Thu, 12/22/2011 - 14:21

Ah ok. This matrix refers to the CUP server not to the CUPC client

Anyway, glad we could help on this one!

Christos

Actions

Login or Register to take actions

This Discussion

Posted December 22, 2011 at 6:53 AM
Stats:
Replies:19 Avg. Rating:5
Views:3598 Votes:0
Shares:0
Tags: cupc8
+

Related Content

Discussions Leaderboard