Solved: CUPC Desk Phone control not working

josh.l.anderson · ‎12-22-2011

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.

Christos Georgiadis · ‎12-22-2011

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

View solution in original post

Tommer Catlin · ‎12-22-2011

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…

View solution in original post

Tommer Catlin · ‎12-22-2011

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 · ‎12-22-2011

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 Description	Outcome	Problem	Solution
Verify the size of the database for the node presence
Verify users are not at or exceeding the currently set Contact List Size limit (per user)
Verify users are not at or exceeding the currently set Watcher limit (per user)
Verify nodes in cluster are synchronised to the same NTP server
Verify licenses are loaded and valid
Verify Cisco UP Replication Watcher service is running on all nodes

Sync Agent Troubleshooter
Test Description	Outcome	Problem	Solution
Verify AXL settings entry exists
Verify valid AXL user-id
Verify reachability of publisher address, login and execute basic query
Verify Cisco Unified Communications Manager publisher version
Verify Sync Agent has sync'ed over relevant data (e.g. devices, users, licensing information)
Verify all users on CUCM have unique mailids.
Verify Sync Agent service is running
Verify hardware compatibility with the installed software

Presence Engine Troubleshooter
Test Description	Outcome	Problem	Solution
Verify Cisco Unified Communications Manager Presence Gateway entries exist
Verify Presence Engine service is running
Verify Presence Engine OAM Agent service is running
Verify Presence Engine Database service is running
Verify valid Presence Gateways (check reachability)
Verify SIP Publish Model

SIP Proxy Troubleshooter
Test Description	Outcome	Problem	Solution
Verify Cisco UP SIP Proxy service Proxy Domain service parameter value is valid
Verify method/event routes exist
Verify Proxy In Service Static Routes		No 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.COM	Follow the link if you wish to verify the Static Routes with unresolvable next hop addresses (fix)
Verify Proxy Incoming ACL is configured
Verify Proxy Outgoing ACL is configured
Verify Cisco UP SIP Proxy service is running
Verify Config Agent service is running

IP Phone Messenger Troubleshooter
Test Description	Outcome	Problem	Solution
Verify IPPM service is active
Verify IPPM settings entry exists
Verify valid IPPM application username
Verify valid IPPM application password
Verify IPPM application username/password matches configured Cisco Unified Communications Manager application username/password
Verify IPPM service is running

Desk Phone Control Troubleshooter
Test Description	Outcome	Problem	Solution
Verify Desk Phone Control application is active
Verify Desk Phone Control application Address settings entry exists
Verify Desk Phone Control is running (the Desk Phone Control application is a module that resides within the Cisco UP SIP Proxy service)
Verify valid Desk Phone Control server address (check reachability)
Verify valid Desk Phone Control failover server address (check reachability)
Verify Desk Phone Control application username/password matches configured Cisco Unified Communications Manager application username/password
Verify if any users are currently assigned desk phone control

Meeting Notification/Calendaring Troubleshooter
Test Description	Outcome	Problem	Solution
Verify Exchange Presence Gateways exist
1.1.1.1 (Exchange Presence Gateway) is reachable (pingable)
1.1.1.1 (Exchange Presence Gateway) is properly configured		The 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)
2.2.2.2 (Exchange Presence Gateway) is properly configured		The 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 Description	Outcome	Problem	Solution
Verify any inter-cluster Peer entries exist		No inter-cluster Peer entries currently provisioned	No inter-cluster Peer entries currently provisioned

Topology Troubleshooter
Test Description	Outcome	Problem	Solution
Verify there are no unassigned users
Verify all available nodes are assigned
Verify there are no empty subclusters
Verify all assigned nodes have users assigned to them
Verify all nodes have been added to the Cisco Unified Communications Manager (CUCM) Application Server list
Verify all two node subclusters have high availability enabled

Cisco Unified Personal Communicator Troubleshooter
Test Description	Outcome	Problem	Solution
Verify whether any Cisco Unified Personal Communicator (CUPC) users are currently licensed
Verify whether Cisco Unified Personal Communicator (CUPC) users have been assigned (to a subcluster)
Verify whether Cisco Unified Personal Communicator (CUPC) application profiles have any assigned users		There 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 Description	Outcome	Problem	Solution
Verify external database server entries exist
Verify external database server reachability (pingable)
Verify external database server connectivity (database connection check)

Third-Party Compliance Server Troubleshooter
Test Description	Outcome	Problem	Solution
Verify third-party compliance server entries exist		Verify third-party compliance server entries exist	No third-party compliance server entries currently provisioned

Third Party LDAP Connection Troubleshooter
Test Description	Outcome	Problem	Solution
Verify Third Party Client LDAP Connection Information		The XCP Directory Service is not running	Verify The XCP Directory Service is running. (fix)

XCP Troubleshooter
Test Description	Outcome	Problem	Solution
Verify Cisco UP XCP Router service is running
Verify Cisco UP XCP Connection Manager's service status
Verify Cisco UP XCP Authentication's service status

Tommer Catlin · ‎12-22-2011

On the CUPC client you have this log:

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

no?

josh.l.anderson · ‎12-22-2011

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 · ‎12-22-2011

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 · ‎12-22-2011

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.

Christos Georgiadis · ‎12-22-2011

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 · ‎12-22-2011

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]"

Tommer Catlin · ‎12-22-2011

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 · ‎12-22-2011

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!

Tommer Catlin · ‎12-22-2011

Christmas is saved! Glad it worked

Tommer Catlin · ‎12-22-2011

What version CUPS are you using?

Christos Georgiadis · ‎12-22-2011

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 · ‎12-22-2011

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.