7962 Phones Randomly Unregistering

jasonizzyj13 · ‎04-07-2014

We recently added 200+ 7962 phones at our site. Ever since they were installed groups of these phones will randomly unregister with

Call Manager. When the phones go down they get stuck on the "Configuring IP" screen and show as "Unregistered" in CM.

Simply disconnecting and reconnecting the LAN chord brings the phone right back up and the phones have no problem registering.

One thing I noticed about this new batch of 7962 phones we received is that they have stickers stating "S/W: Must use 9.3(1)SR1 or above". When

the phones are registering with CM they briefly display a "Load Rejected HC" but still manage to come up. I checked the profiles of all the phones in

question and they list 9.3(1)SR1 as the load. Our CM has cmterm-7941_7961-sccp.8-3-3.cop, and cmterm-7942_7962-sccp.9-3-1SR2-1.cop

on the tftp server.

All of our older 7962 phones that we haven't had any problems with show firmware version SCCP42.9-2-1S in their profiles.

Could the firmware be the issue? These reboots seem to occur every few weeks, but it is just random group of these new phones which do it.

Chris Deren · ‎04-07-2014

The reason these phones require this newer IOS is that cisco replaced hardware components on these and requires newer firmware, you should install this or newer firmware for these phone and/or all other 79X2 phones. As to registration issues, I would start looking through the phone console logs and look for clues.

Chris

jasonizzyj13 · ‎04-07-2014

I have no idea if this will be helpful or not, but here is a chunk of the last few lines from the latest console logs on the most recent phone which unregistered.

3459: ERR 08:08:36.666490 JVM: SystemManager n/a module "Directories"/directories(20) is LOADING

3460: ERR 08:08:37.053131 JVM: SystemManager n/a module "Directories"/directories(20) is LOADED

3461: ERR 08:08:37.054706 JVM: SystemManager n/a module "Messages"/messages(21) is LOADING

3462: ERR 08:08:37.137767 JVM: SystemManager n/a module "Messages"/messages(21) is LOADED

3463: ERR 08:08:37.139355 JVM: SystemManager n/a module "Go4"/go4(22) is LOADING

3464: ERR 08:08:37.164550 JVM: SystemManager n/a module "Go4"/go4(22) is LOADED

3465: ERR 08:08:37.166079 JVM: SystemManager n/a module "Help"/help(23) is LOADING

3466: ERR 08:08:37.235698 JVM: SystemManager n/a module "Help"/help(23) is LOADED

3467: ERR 08:08:37.237260 JVM: SystemManager n/a module "AppStatus"/appstatus(24) is LOADING

3468: ERR 08:08:37.316068 JVM: SystemManager n/a module "AppStatus"/appstatus(24) is LOADED

3469: ERR 08:08:37.317632 JVM: SystemManager n/a module "Vieo"/vieo(25) is LOADING

3470: ERR 08:08:37.382806 JVM: SystemManager n/a module "Vieo"/vieo(25) is LOADED

3471: ERR 08:08:37.384364 JVM: SystemManager n/a module "Sidecar"/sidecar(26) is LOADING

3472: ERR 08:08:37.413118 JVM: SystemManager n/a module "Sidecar"/sidecar(26) is LOADED

3473: ERR 08:08:37.414756 JVM: SystemManager n/a module "Starts Automation Feature"/automation(27) is LOADING

3474: ERR 08:08:37.424399 JVM: SystemManager n/a module "Starts Automation Feature"/automation(27) is LOADED

3475: ERR 08:08:37.426025 JVM: SystemManager n/a module "SubscriptionManager"/subscriptionman(28) is LOADING

3476: ERR 08:08:37.446088 JVM: SystemManager n/a module "SubscriptionManager"/subscriptionman(28) is LOADED

3477: ERR 08:08:37.447686 JVM: SystemManager n/a module "NotificationModule"/notification(29) is LOADING

3478: ERR 08:08:37.449605 JVM: SystemManager n/a module "NotificationModule"/notification(29) is LOADED

3479: ERR 08:08:37.451245 JVM: SystemManager n/a module "InstallerModule"/installer(30) is LOADING

3480: NOT 08:08:37.593841 JVM: Startup Module Loader|cip.midp.pushregistry.e:? - Starting MIDP PushRegistry ...
3481: NOT 08:08:37.595311 JVM: Startup Module Loader|cip.midp.pushregistry.e:? - setAcceptConnections - DISABLED

3482: NOT 08:08:37.596756 JVM: Startup Module Loader|cip.midp.pushregistry.e:? - MIDP PushRegistry started successfully.

3483: NOT 08:08:37.598172 JVM: Startup Module Loader|cip.midp.midlet.MIDletManager:? - Initializing MIDP MemberFilter ...

3484: NOT 08:08:37.599595 JVM: Startup Module Loader|cip.midp.midlet.MIDletManager:? - MIDletManager initialized.

3485: ERR 08:08:37.864798 JVM: SystemManager n/a module "InstallerModule"/installer(30) is LOADED

3486: ERR 08:08:37.866353 JVM: SystemManager n/a module "Vpn"/vpn(31) is LOADING

3487: DBG 08:08:37.934296 VPNU: SM wakeup - chld=0 tmr=0 io=1 res=0

3488: DBG 08:08:37.937498 VPNU: No VPN database change

3489: NOT 08:08:37.959632 JVM: Startup Module Loader|cip.midp.midletsuite.InstallerModule:? - propertyChanged - device.settings.security.vpn.mode value=false

3490: ERR 08:08:37.973213 JVM: SystemManager n/a module "Vpn"/vpn(31) is LOADED

3491: ERR 08:08:37.974770 JVM: SystemManager n/a module "SCCP Call Control"/sccpccapi(32) is LOADING

3492: ERR 08:08:38.106302 JVM: SystemManager n/a module "SCCP Call Control"/sccpccapi(32) is LOADED

3493: DBG 08:08:38.185934 VPNU: State AppsUp --> AppsUp

3494: DBG 08:08:38.186548 VPNU: SM wakeup - chld=0 tmr=0 io=1 res=0

3495: DBG 08:08:38.187107 VPNU: State AppsUp --> AppsUp

3496: ERR 08:08:38.209338 JVM: Startup Module Loader|cip.http.HttpTask:? - auth url is http://10.28.128.2:8081/InformaCast/phone/auth

3497: NOT 08:08:38.210955 JVM: Startup Module Loader|cip.cfg.ConfigManager:? - --->ConfigManager PropertyChanged: device.system.systemstate

3498: WRN 08:08:38.220186 SECD: WARN:getTLInfoFromFile: ** phone has no TL file /flash0/sec/ctl//CTLFile.tlv

3499: WRN 08:08:38.221075 SECD: WARN:getTLInfoFromFile: ** phone has no TL file /flash0/sec/ctl//ITLFile.tlv

3500: WRN 08:08:38.226249 SECD: WARN:getTLInfoFromFile: ** phone has no TL file /flash0/sec/ctl//CTLFile.tlv

3501: WRN 08:08:38.227191 SECD: WARN:getTLInfoFromFile: ** phone has no TL file /flash0/sec/ctl//ITLFile.tlv

3502: WRN 08:08:38.231699 SECD: WARN:getTLInfoFromFile: ** phone has no TL file /flash0/sec/ctl//CTLFile.tlv

3503: WRN 08:08:38.232589 SECD: WARN:getTLInfoFromFile: ** phone has no TL file /flash0/sec/ctl//ITLFile.tlv

Leo Laohoo · ‎04-07-2014

Are the phones connected to a Cisco switch? If so, please specify the exact model of the switch. You may need to run a TDR to determine if you have a faulty cable run.

jasonizzyj13 · ‎04-07-2014

Yes they are connected to Cisco 3750X's. The models are CATALYST 3750X-48PF-S and CATALYST 3750X-24P-S using IOS 12.2(55)SE3.

Leo Laohoo · ‎04-07-2014

Run the following commands:

Command: test cable tdr interface <BLAH>;
Wait for 5 to 7 seconds;
Command: sh cable tdr interface <BLAH>;
Post output to #3.

Paulo Ferreira · ‎05-30-2014

Any new about this problem.

I have the same issue but with 7821 with CUCM10.

Regards

Paulo Ferreira