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CIsco 6942 'Hangs' and becomes unresponsive

Answered Question
Mar 29th, 2012
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Hello,


We have a customer which is using about 100 Cisco phones (6941). These phones do not use anything else then hunt and pickup groups. The sales department (and a couple of other phone users) are reporting that their phone gets stuck. This means that the 'line'-button light keeps flashing red. The phone does not respond to anything you do. The screen shows the normal idle screen. The PC behind the phone keeps working. The only way to get the phone working again is to replug the network cable.


These people have been working with the phones for about 2 years without problems. We have not changed anything in the configuration (as far as I know..) and now suddenly the problems start occuring. It involves about 15 people / phones who are reporting problems.


Any thoughts?


Regards,

Bryan

Correct Answer by ronpatel about 5 years 4 months ago

HI,


I think your apache tomcat service is utilising lots of memory. And that may be cause of it.


Restart the server will be good option. Is it production environement, if yes raise tac case before doing it.


Regards

Ronak patel


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ronpatel Thu, 03/29/2012 - 00:43
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Hi Bryan,


What CUCM version you are using and what firmware you are using on phone.


Regards

Ronak Patel


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Bryan Lemeer Thu, 03/29/2012 - 03:33
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Hi Ronak,


We are running CUCM 8.0.3 with the default 6941 firmware (not sure which phone firmware). I tried logging into CUCM to retrieve the phone firmware version but I get the welcome screen and then it doesn't continue loading after I click on "continue to this website...".


I tried logging in via CLI but get the following:


===


login as: administrator


Last login: Mon Mar 26 08:47:10 2012 from 172.16.52.142


Command Line Interface is starting up, please wait ...


java.io.FileNotFoundException: /var/log/active/platform/log/cli.bin (Read-only file system)


        at java.io.RandomAccessFile.open(Native Method)


        at java.io.RandomAccessFile.(RandomAccessFile.java:212)


        at com.cisco.iptplatform.fappend.ciscoRollingFileAppender.restoreIndex(ciscoRollingFileAppender.java:100)


        at com.cisco.iptplatform.fappend.ciscoRollingFileAppender.setFile(ciscoRollingFileAppender.java:43)


        at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)


        at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)


        at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)


        at java.lang.reflect.Method.invoke(Method.java:597)


        at org.apache.log4j.config.PropertySetter.setProperty(PropertySetter.java:196)


        at org.apache.log4j.config.PropertySetter.setProperty(PropertySetter.java:155)


        at org.apache.log4j.xml.DOMConfigurator.setParameter(DOMConfigurator.java:530)


        at org.apache.log4j.xml.DOMConfigurator.parseAppender(DOMConfigurator.java:182)


        at org.apache.log4j.xml.DOMConfigurator.findAppenderByName(DOMConfigurator.java:140)


        at org.apache.log4j.xml.DOMConfigurator.findAppenderByReference(DOMConfigurator.java:153)


        at org.apache.log4j.xml.DOMConfigurator.parseChildrenOfLoggerElement(DOMConfigurator.java:415)


        at org.apache.log4j.xml.DOMConfigurator.parseRoot(DOMConfigurator.java:384)


        at org.apache.log4j.xml.DOMConfigurator.parse(DOMConfigurator.java:783)


        at org.apache.log4j.xml.DOMConfigurator.doConfigure(DOMConfigurator.java:666)


        at org.apache.log4j.xml.DOMConfigurator.doConfigure(DOMConfigurator.java:616)


        at org.apache.log4j.xml.DOMConfigurator.doConfigure(DOMConfigurator.java:584)


        at org.apache.log4j.xml.DOMConfigurator.configure(DOMConfigurator.java:687)


        at sdMain.main(sdMain.java:634)


java.lang.NullPointerException


        at com.cisco.iptplatform.fappend.ciscoRollingFileAppender.updateIndex(ciscoRollingFileAppender.java:117)


        at com.cisco.iptplatform.fappend.ciscoRollingFileAppender.nextFileName(ciscoRollingFileAppender.java:92)


        at com.cisco.iptplatform.fappend.ciscoRollingFileAppender.append(ciscoRollingFileAppender.java:74)


        at org.apache.log4j.AppenderSkeleton.doAppend(AppenderSkeleton.java:221)


        at org.apache.log4j.helpers.AppenderAttachableImpl.appendLoopOnAppenders(AppenderAttachableImpl.java:57)


        at org.apache.log4j.Category.callAppenders(Category.java:187)


        at org.apache.log4j.Category.forcedLog(Category.java:372)


        at org.apache.log4j.Category.info(Category.java:674)


        at sdMain.main(sdMain.java:648)


log4j:ERROR No output stream or file set for the appender named [CLI_LOG].




   Welcome to the Platform Command Line Interface


===


The users also report that the phone book is not working. I think this is all related.


Shall I give the CUCM server a reset via power shutdown?


Regards,

Bryan


ps. I left the SSH session open while typing this message. After about 10 minutes I got the command line to work so I'll give it a clean restart tonight.

Correct Answer
ronpatel Thu, 03/29/2012 - 03:40
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  • Blue, 1500 points or more

HI,


I think your apache tomcat service is utilising lots of memory. And that may be cause of it.


Restart the server will be good option. Is it production environement, if yes raise tac case before doing it.


Regards

Ronak patel


Please rate helpful posts by clicking stars below the answer.

Bryan Lemeer Thu, 03/29/2012 - 04:01
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Thanks for the replies. I will restart CUCM tonight and get back to you tomorrow.


Bryan

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