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Extension Mobility login fails and the IP phone displays the "Directory Service Error" message

Core Issue

The Lightweight Directory Access Protocol (LDAP) Directory service has an unspecified problem. The problem may be caused by the DirUser.jar file on the server machine, but there are also other reasons for seeing this error.


To resolve this issue, perform these steps:

  1. Try stopping and starting the Microsoft Internet Information Server (IIS) or the application engine.
  2. Where needed, check to see if you are using your Cisco CallManager IP address instead of the server's name.

    If you are not, make sure that you use the Cisco CallManager's IP address and not the hostname on every possible parameter in CallManager. This applies to both the publisher and subscriber systems.

  3. Check to see if you are using the embedded Data Connection (DC) Directory or Active Directory (AD).

    If you are using the DC Directory that comes with Cisco CallManager, try to log into the DC Directory Admin  by selecting Start > Program Files > DCD Admin and log in as Default Profile with the password you are using for DC Directory. The default password is ciscocisco.

    Check to see if all your users show up. If you can successfully log in, then your DC Directory should be fine. Check the directory configuration in Cisco Customer Response Solutions (CRS) to make sure it is correct.

  4. Make sure the user account that you are testing with shows up in the Global Directory page on Cisco CallManager and you can log on to the CallManager User pages (http:///ccmuser/).

    If the log on fails, reset the password and try again.

  5. Verify that DC Directory is replicating between the servers in your cluster. You can check this by adding a user on a subscriber and seeing if that user can be seen on other subscribers.
  6. Another test to verify that the login service is functioning properly is to access http:///LoginService/Tools/sampleloginapp.asp and insert the appropriate values.

    The profile ID is the Extension Mobility device profile to log in. The sample login test eliminates any dependencies on the Cisco Customer Response Applications (CRA) server and ensures that the directory services are working.

  7. From AppAdmin, if you go to Generic Application, select the login application. Check which user is assigned to this application. Select Cisco CallManager Admin > User > Global Directory and check if this user is still listed.

    Make sure Enable Authentication Proxy Rights is enabled for this user. Verify the same for the logout application.

  8. Select User > Global directory and choose a user for which Extension Mobility is failing.

    Make sure this user has a device profile assigned. To do this, select Extension Mobility on the left.

  9. Select Device > List device and choose the IP phone from which the login is failing. Make sure that for this IP phone, the Enable Extension Mobility Feature is checked. Also, ensure that you have selected use current device settings for the logout profile.
  10. If everything is set up correctly, perform this test:

    • From the browser, paste this URL: http://IP_ADDRESS_APPLICATION>:8080/login?devicename=SEPMAC_IP_PHONE>&userid=USERID>&seq=PIN>. Next, replace the IP address with your Applications IP address and replace the user ID and sequence with the user from step 7 and Personal Identification Number (PIN). Also, replace the MAC address with the IP phone's MAC address from step 9.
    • Make sure you have disabled show friendly HTTP error messages in the Advanced tab in Tools > Internet Options for your Internet Explorer.

For more information, refer to these documents:

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Last update:
‎06-18-2009 04:03 PM
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