Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
Users might experience few discrepancies in Search results. We are working on this on our side. We apologize for the inconvenience it may have caused.
New Member

CUPC Client stuck on invisible/offline

Hi all,

We have a CUPS integration with CUCM, however none of our CUPC can change to an online state.

when a user changes state to online the state does not change.

also presence viewer also states that other users can see the user as available until they log in and cannot see the user online the presence viewer test then says that they are unavailable.

Deskphone calling is working correctly.

Logon Server, Precense Desk Phone, Voicemail and LDAP are all connected and succesful.

connection down bottom of CUPC is connected.

Has anyone experienced anything similar to this? Any help would be appreciated.

Regards,


Scott

1 ACCEPTED SOLUTION

Accepted Solutions
Red

Re: CUPC Client stuck on invisible/offline

You may try to turn off SIP Inspection on ASA.  I think it's on by default.

Michael

25 REPLIES
Super Bronze

Re: CUPC Client stuck on invisible/offline

Hi

Just to clarify, you have the 'Presence' green lighted in the server health screen? If not, this is usually down to missing 'Digest Credentials' on the end user.

What version are you running?

Regards

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: CUPC Client stuck on invisible/offline

Hi Aaron,

Presence is green lighted in the server health screen.

I have also tested with 4 different users, all with the same issue on different PC's

We are running version 7.0.4.10000-18

Regards,

Scott

Super Bronze

Re: CUPC Client stuck on invisible/offline

Hi Scott

Are you running LDAP sync to your CCM? If not, check the user ID in LDAP is matching the user ID in CCM exactly (i.e. case sensitive).

If you take a good user to a PC that is unhappy, do they work OK? And a bad user to a good PC, does the error follow the user?

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
New Member

Re: CUPC Client stuck on invisible/offline

Hi Aaron,

Yes we are using AD to sync our CCM, We are also using phone numbers to log in rather than usernames.

unfortunately all users are unhappy right now, all users with the same issue as originally described.

Scott

Super Bronze

Re: CUPC Client stuck on invisible/offline

Hi Scott

I take it you've made no admin changes?

Might be time to start looking at the server logs...

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Red

Re: CUPC Client stuck on invisible/offline

Please do the following:

1) Exit CUPC (make sure it was exited).

2) Start packet capture on the CUPC computer.

3) Launch CUPC and log in.

4) After CUPC stablized, stop packet capture.

In packet capture, filter SIP packets.  You should see the following sequence:

REGISTER (outgoing)

SUBSCRIBE (outgoing)

SUBSCRIBE (outgoing)

SUBSCRIBE (outgoing)

PUBLISH (outgoing)

NOTIFY (incoming)

Michael

http://htluo.blogspot.com

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

Thanks for the information, I am seeing all of the outgoing packets, Also the subscribed packets also differ between 2 and 3 being sent.

Aaron, that is correct, no admin changes have been made.

Scott

Red

Re: CUPC Client stuck on invisible/offline

"I am seeing all of the outgoing packets" -- that means you're NOT seeing the incoming NOTIFY?

If that's the case, it's most likely a network issue.

To further prove that, you need to do packet capture on client and server side for the same time frame.  You'll see server sent NOTIFY, but client never received it.

Command line to do packet capture on server:

utils network capture file cups count 100000 size all host all 192.168.1.100

192.168.1.100 is the IP address of CUPC client.

To stop capture, press "Ctrl-C".  To get the file use command below:

file get activelog platform/cli/cups.cap

Michael

http://htluo.blogspot.com

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

We are now receiving the NOTIFY(incoming), however we are still unable to change our status.

Scott

Red

Re: CUPC Client stuck on invisible/offline

Can you do the following?

1) Enable detailed logging from CUPC > Help.

2) Exit CUPC

3) Start packet capture

4) Launch and log into CUPC

5) Wait for 2 minutes

6) CUPC > Help > Generate Problem Report

7) Stop packet capture.

Attache problem report and packet capture here.  We can take a look.

Thanks!

Michael

http://htluo.blogspot.com

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

I have attached the problem report and captures from CUPC and CUPS Server.

Thanks,

Scott

Red

Re: CUPC Client stuck on invisible/offline

From server packet capture, you can see that the server was trying to send NOTIFY to client but failed (packet #107).

From client packet capture, client never received NOTIFY.

Those two capture files should be a good starting point for network engineer to troubleshoot.

At this point, it's not a CUPC/CUPS issue. 

Michael

http://htluo.blogspot.com

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

So it seems, works with users in CUPS VLAN.

Thanks for your assistance

Scott

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

We are now receiving the SIP NOTIFY packet when we sign onto the CUPC client and when we change our status.

We can change our status to away, DND, and invisible, however we can't change to online and cannot see other users status.

Scott

Red

Re: CUPC Client stuck on invisible/offline

Could you attached the packet capture from client and server side?

Thanks!

Michael

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

It seems that we are only receiving SIP NOTIFY packets intermittently.

Have you seen anything similar to this before? There is nothing in our infrastructure denying these packets.

Thanks,

Scott

Red

Re: CUPC Client stuck on invisible/offline

The proof is very obvious -

We have server capture and client capture.  From server capture, we can see NOTIFY bening sent.  From client capture, we don't see it.

If a packet left its source but didn't arrive on destination, what could it be?

I cannot tell you where the problem is.  But I can tell you the problem is not on CUPS/CUPC. 

Michael

http://htluo.blogspot.com

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

Are there any specific commands on the ASA55XX series which would be dropping specific SIP packets other than security policies specifying to do this.

We have SIP inspection enabled, but no ACLS or policies specifying for this to be blocked.

Thanks,

Scott

Red

Re: CUPC Client stuck on invisible/offline

You may try to turn off SIP Inspection on ASA.  I think it's on by default.

Michael

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

Please see capture files attached of CUPC changing status with notify packets being received.

status changes from away to available which switches to offline and from offline to away and so on.

Cheers,

Scott

Red

Re: CUPC Client stuck on invisible/offline

If you looked at CUPS_CLIENT.pcap, you'll see that those NOTIFY was from the client to the server.

What we are missing is the NOTIFY from the server.

It's still the same problem as before.

Michael

New Member

Re: CUPC Client stuck on invisible/offline

Hi Michael,

Disabling the SIP inspections resolved this issue.

Thanks for your help.

Very useful.

Regards,

Scott

New Member

Re: CUPC Client stuck on invisible/offline

Note: when status change takes place packet captures are showing TCP reset packets.

Scott

New Member

Re: CUPC Client stuck on invisible/offline

This is happening to us also

I have unassigned users and

then reassign them and it seems to work some of the time but why they go invisible after awhile still baffles me

Has anyone seen where a users working for a week then not

New Member

Re: CUPC Client stuck on invisible/offline

Hi,


This issue was caused by SIP inspection on FWSM dropping the packets between CUPS and CUCM

Maybe try that.

Regards,

Scott

3213
Views
0
Helpful
25
Replies
CreatePlease to create content