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Community Member

IP Phone 7821 + Extension Mobility don´t work

Hi Guys, 


My Customer have a solution with CUCM 9.1(2)SU2. He is configuring Extension Mobility for any models IP Phone, but, only 7821 model didn´t worked. The firmware version is sip78xx.10-1-1SR1-4. I found the bug CSCuj90768, but, not is clear for me if this is the root cause. 

The message error is that appear when the user try login is: session start without sucess


Any have idea about this?


Thanks a lot,



Hi @wilsonsant,A few

Hi @wilsonsant,

A few questions:

  • Is EM functioning in other IP Phones inside the CUCM environment?
  • Under Settings > Phone Info > Active Load ... Is the phone loading the correct firmware version (sip78xx.10-1-1SR1-4)?
  • Is there a "Default Device Profile" for that phone model?
  • Is there a "Device Profile"? Is that Device Profile suscribed to the EM service?

Hope to see your answers.


Martin, IT Specialist

Community Member

Hi Martin thanks a lot for

Hi Martin thanks a lot for your contact, 


Answering your questions:

- Is EM functioning in other IP Phones inside the CUCM environment?

Yes, another models work fine


Another questions I believe that is correct, but, I will verify with my Customer and answer for You later




Community Member

Hello guysIs there any

Hello guys

Is there any solution for this issue?





Community Member

Hi Martin, I am sorry by

Hi Martin, 

I am sorry by delay, I checked the all parameters and is Ok. I requested my Customer put the last version firmware, but, didn´t worked. 

You have another idea?


Thanks a lot,



Community Member

hello Martin Moran There is

hello Martin Moran


There is some drawback with this problem, I also have many 7821 and when not I have EM, I loss registered in the phone

Thank you

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