Question

Cisco IP phones randomly reset?

Asked by: murphyins

We have about 20-30 Cisco 7940 series IP phones and 2-4 Cisco 7960 series IP phones in use at this time. At random the phones will reset, sometimes mid call and other times not. All of the phones are powered through the ethernet cables and the workstations connect through the back of each phone's 10/100 switch. We have two servers, our primary CCM and secondary CCM. For some reason all of our phones are picking up our secondary server as the active CCM, and our primary server as the standby CCM. When a phone resets randomly, the application log on the secondary server shows:

Error: DeviceUnregistered - Device unregistered.
  Device name.: SEP000DBD7F69BA
  Device IP address.: ###.##.#.##
  Device type. [Optional]: 7
  Device description [Optional].: MI_Reception.Phone_7960_3000
  Reason Code [Optional].: 8
  App ID: Cisco CallManager
  Cluster ID: StandAloneCluster
  Node ID: ###.##.#.##
Explanation: A device that has previously registered with Cisco CallManager has unregistered. This event may be issued as part of normal unregistration event or due to some other reason such as loss of keepalives.
Recommended Action: No action is required if unregistration of this device was expected..

And on the primary server application log shows:

Error: DeviceTransientConnection - Transient connection attempt.
  Connecting Port: 2000
  Device name [Optional].:
  Device IP address.: ###.##.#.##
  Device type. [Optional]: 255
  Reason Code [Optional].: 6
  App ID: Cisco CallManager
  Cluster ID: StandAloneCluster
  Node ID: ###.##.#.##
Explanation: A connection was established and immediately dropped before completing registration. Incomplete registration may indicate a device is rehoming in the middle of registration. The alarm could also indicate a device misconfiguration, database error, or an illegal/unknown device trying to attempt a connection.
Recommended Action: No action is required if this event was issued as a result of a normal device rehome..

It appears the phones after reset are attempting to connect to the primary but fail to do so, then go back to the secondary.

Thanks in advance,
Scott

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Asked On
2008-02-27 at 09:59:49ID23197803
Tags

Cisco

,

Call Manager

,

Cisco IP Phone

,

7940, 7960

Topics

Voice Over IP

,

IP Telephony

,

Computer Servers

Participating Experts
3
Points
500
Comments
8

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Answers

 

by: xuserx2000Posted on 2008-02-27 at 10:41:47ID: 20996964

Sounds like a routing/switching issue...but it could also be a combination of other minor issues.

If the phone's keep alive's aren't answered without timeout...the phones will attempt to re-register to the cm.

Verify connectivity to the phone vlan from CM 1.  In the Callmanager web administration, select a phone device record...  Now click the IP address..and you should get a web page for the phone.

try doing a continuous ping to the phone's ip from the cm 1 and check for any timeouts.
ping %ipaddy% -t

also, wheny you say "reset".... are they losing power ?...or just attempting to re-register ?
If the light's go off on the phone, it's power loss, then that's likely a POE issue on the switch.

A transient connection attempt is an attempt by a device to register, but the CM database does not have a record in sql for the device...the device would need to be added in cm...whether it be a phone or gateway or whatever.

Also,....are the phones that are resetting on the same network segment as the CM or is this a remote site ?

 

by: murphyinsPosted on 2008-02-27 at 11:13:45ID: 20997279

I pinged several of the phones that are notorious for random resets and over 1-2minutes of pings there were no timeouts. The websites for each phone are working through both CCM servers. The phones and the servers are all on the same network segment. The phone's will completely restart, and go through registering, creating the cm list etc... so prehaps it is a power problem.

 I noticed you said "A transient connection attempt is an attempt by a device to register, but the CM database does not have a record in sql for the device...the device would need to be added in cm...whether it be a phone or gateway or whatever." All of the phones that are plugged in show up in both CCM Severs-> Devices -> Phones. All phones are associated with an employee that are listed in the user gobal directory. I also notice within the phone records above IP address it says "Registration: Registered with Cisco CallManager ###.##.#.##" <- secondary CCM server IP.

Scott

 

by: murphyinsPosted on 2008-02-27 at 11:27:41ID: 20997408

To add to that last part, even if it was a POE issue with the switch, why would all of the phones register to the secondary and never register to the primary? at some point all or atleast some of the phones should be using the primary server, not always on the secondary.

The dhcp is the primary server, if that makes any difference.

Scott

 

by: bfasonPosted on 2008-02-27 at 12:45:21ID: 20998194

You might want to look at your call manager group settings. You may have the phones dhcp settings set to try the primary first but the device pool that they belong to may be assigned to a call manager group that has the subscriber as the highest priority.

This doesn't answer why they go thru a complete power cycle but I would start by looking at the switch and see if there is anything abnormal in the logs on it. Make sure it hasn't rebooted or that it's not over subscribed on power.

Next I would check the phone loads to make sure there aren't any known bugs on it and if needed update the phone load for that model(s).

Hope this helps
B

 

by: murphyinsPosted on 2008-02-29 at 09:50:42ID: 31434765

I was able to determine through the device pool why the secondary was picked up first over the primary call manager server. The problem with the phone's is either a port configuration or a POE issue like bfason said, we are going to get more testing done in this area. Thanks agian!

 

by: tolninjaPosted on 2008-04-18 at 13:14:23ID: 21389239

I had a similar problem... I had just updated the latest CCM service pack...  It turned out that the phone firmware needed to be updated to match CCM.

 

by: murphyinsPosted on 2008-05-12 at 13:04:13ID: 21550095

i have been trying to update my CCM, but i cannot seem to find it on the cisco.com website. any tips?

Thanks!

 

by: tolninjaPosted on 2008-05-12 at 13:25:03ID: 21550227

It's only available to those that purchase Technet.  It would be best to call cisco... they'll email you a link and all of that other good stuff.

20120131-EE-VQP-002

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