I recently bought 350 Cisco 7962s for UCM 7.X of those 350 about 100 of them I cannot access our corporate directory. I get an error saying to contact the administrator.
I have tried to do the factory reset; there are no Config differences between the phones that work and the phones that do not work, Same Firmware, Same Subnet, and same UCM Config, I know this for sure as I used the same bulk template for them all.
Just wanted to see if anyone else has seen this, our next step is to update the firmware but I did not want to do firmware updates during our busy season in case that causing any other issuers.
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Only after pressing the Corporate Directory. At first I was thinking LDAP issue, but I have nearly 1000 other phones that do not have an issue and a little under 200 7962s that are okay.
The only thing I can suggest is make sure the "Span to PC port" is on for the phone. Load Wireshark onto the PC plugged into the back of the phone and capture the network traffic between the Phone and CUCM.
Whatever URL the phone is accessing you should be able to put into IE and see the XML results back from CUCM
Can you look at the phone settings ---> Device config ---> HTTP Config
What does the Directies URL show ?
it is the same on all phones, working and non working
the IP is the IP of our PUB.
I can get to this address from the PC that the phone is connected to and from any other PC...
this is what I get... so that appears to be working.
Well at least that proves it does NOT look like a DNS problem.
Are all the phones that dont work in the same vlan/subnet, I know you said that you
can reach the URL from a PC in the back of
the phone but that will probably be on your DATA subnet/vlan not the VOIP vlan.
On the subnet, there is a mix of phones that work and do not work, the strage thing here is I can pull the 7962 out and put in a 7960 or 7940 and it works. I am only seeing this on a handful of Cisco 7962s.
Could you try to factory reset ONE 7962 phone
Step 1 Unplug the power cable from the phone and then plug it back in.
The phone begins its power up cycle.
Step 2 While the phone is powering up, and before the Speaker button flashes on and off,
press and hold #.
Continue to hold # until each line button flashes on and off in sequence in amber.
Step 3 Release # and press 123456789*0#.
You can press a key twice in a row, but if you press the keys out of sequence, the factory reset will not take place.
After you press these keys, the line buttons on the phone flash red and the phone goes through the factory reset process.
Do not power down the phone until it completes the factory reset process and the main screen appears.
Good thought, but ... still the same.
its very strange, I am hoping a firmware update will do it but I have my doubts.
Alex thank you so much this looks like it is the issue. I have the firmware, I will get this updated.
Graham thanks for your help too!
Upgraded to the latest Firware Version 9.2(3)
Still NO Corporate Directory... really strange
That bug really looked similar so I guess I just jumpped the gun or just wishful thinking.
I am going to open a TAC on this one and I will update this string when it is fixed.
some new info...
Before the Firmware upgrade, after pressing Corporate Directory, we got a message saying to conatct Administrator.
After the upgrade, its just a blank screen that says unknown host.
I did the wireshark and I am looking at that now... I do not see where I can upload them.
Do a normal reply and just above the HTML tag in the top right is "Use advanced editor"
Click that and at the bottom is an Attach Files box
just a thought, but under the phone config in cucm admin, set the directories services to external.
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The phone is not making any attempt to access CUCM for the directory XML.
Please try the following.
Login to Call Manager and select "Cisco Unified Serviceability"
Select Tools/Control Center - Feature Services, select the publisher IP address.
Under CM services restart the Cisco Tftp service. After it has restarted wait two minuets, reset one of your problem 7942 phones and see what happens.
If it still fails do a Fcatory Reset on the phone and try again.
If it still fails I want you to download the phone cnf file and post it to the forum.
On any PC open a cmd window, do a cd to a sutable directory, then enter
tftp 10.10.66.34 get SEPE80462127D04.cnf.xml.sgn
and post the resulting SEPE80462127D04.cnf.xml.sgn file
Wanted to provide an update... This is still not working but I believe I found what may be the issue, just not sure why. Perhaps a new bug. ... But hopefully this may save someone a lot of frustration
To narrow things down a bit, I created a test Device Pool, test Region, and test MRGL, Etc.. and moved a few test phones into it. I edited one thing at a time editing; the MRGL, Region, Date and Time made no difference still no corporate directory on the 7962s, but the 7940s and 7960s still worked.
When I disabled the SRST Reference in the test device pool, the corporate directory started working on the 7962s and it still works on the 7940s and 7960s. however when I re-enable it only the 7940s and 7960s corporate directory works… the 7962s does not and says “Host Not Found”. I am still digging through all the logs myself but this totally makes no since which is why I think it is a new bug.
I have summed this up for TAC with a TON of logs from the phone to back this up. Hopefully we will be able to move forward with this soon.
Any other thoughts let me know but I will post the resolution once I have it… hopefully this week.
Finally we have this fixed, Apparently the 7962s use DNS for some of the backend functions where the 7940s and 7960s do not. Per TAC, this may still be a bug, as there was no clear explanation to why, we have about 1000 phones and have not needed to do this before the 7962s.
The Fix was simply adding DNS to the DHCP router so the phones would get the DNS setting.
Just glad it is fixed.
Thanks for confirming the issue.
I saw your case within TAC DB.
Since the 7960 Phones are working with the DNS enabled, could you send us those sniffers(working)?
It will help me to raise a bug with the development team and help other customer's too. Really intresting to know why these model phones need DNS!
Looking forward for a reply.