Solved

CM Down , Feature Disable

Posted on 2013-12-11
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801 Views
Last Modified: 2014-01-13
Users are complaining that while in call with either external , internal or con-call , the Cisco IP Phone disconnects with message on the phone screen "CM Down Feature Disabled"

We have one publisher and two subscriber. After having two many users complain we moved all the users to second subscriber

Cisco TAC is confirming of locating the following error codes in the trace logs provided to them but still we are not able to pin point the real problem

Reason Code 6:

ConnectivityError:

Network communication between the device
and Unified CM has been interrupted. Possible causes include device power
outage, network power outage, network configuration error, network delay,
packet drops, and packet corruption. It is also possible to get this error
if the Unified CM node is experiencing high CPU usage. Verify that the
device is powered up and operating, verify that network connectivity exists
between the device and Unified CM, and verify that the CPU utilization is in
the safe range (you can monitor this via the CPU Pegging Alert in RTMT).

Reason Code 13:

KeepAliveTimeout:

A KeepAlive message was not received.
Possible causes include device power outage, network power outage, network
configuration error, network delay, packet drops, and packet corruption. It
is also possible to get this error if the Unified CM node is experiencing
high CPU usage. Verify that the device is powered up and operating, verify
that network connectivity exists between the device and Unified CM, and
verify that the CPU utilization is in the safe range (you can monitor this
via the CPU Pegging Alert in RTMT). No action is necessary; the device will
re-register automatically.


Anyone ever had this problem before ?

The ports connecting to the switches on floor looks like this

description *Network Admin use only*
 switchport access vlan 111
 switchport trunk native vlan 999
 switchport mode access
 switchport voice vlan 888
 auto qos voip cisco-phone
 qos trust device cisco-phone
 service-policy input AutoQos-VoIP-Input-Cos-Policy
 service-policy output AutoQos-VoIP-Output-Policy
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Question by:lomaree
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Expert Comment

by:naderz
Comment Utility
Some questions:

1. Have you tried removing the QoS settings and testing?
2. What is the bandwidth of phone connections?
3. How are the publisher and subscribers connected? What is the round-trip time between the pub and subs?
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by:lomaree
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No I have not removed the QoS and tries but will do that too.
The pub is is DR site while this subs in HO but TTL is good as it's a 100meg pipe in between.

Another wired thing I noticed , as you can see from the interface config that we have voice and data vlan configured .

But if I disabled the CDP on the interface the phone in 70 sec approx receive IP address from data vlan dhcp scope

Bascially we have multiple scopes on that dhcp servers running windows but as what I know the phone should not be getting the data subnet IP at all and most importantly what happens is that it keeps working too, it simply registers back to the same subs with new IP.
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by:lomaree
Comment Utility
what do you mean by bandwidth of phone connection ? they are all connected on the LAN to switches and those switches are connected to core switch...

are you looking for some other information,
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Expert Comment

by:naderz
Comment Utility
OK. 100Mbps is good but RTT needs to be verified. You need less than 80ms for proper operation. Just to check everything.

CDP is necessary for proper operation of the Voice vlan, providing poe, etc. So, do keep cdp enabled. It is necessary.

If all LAN connections are 100M or 1G, then you are good on the LAN side. Just need to check everything.

I suspect QoS. I have found that within an all Cisco network with links being 100M or 1G you can try without QoS and then add necessary QoS; if needed.
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Author Comment

by:lomaree
Comment Utility
The RTT is well below 80ms

The question is users on second subscriber are not having the same problem but only if they are on first subscriber. Like I said the second subscriber is in DR site not even within LAN segment .

Even if it's QoS then why it works on second and not first

Thoughts and suggestion ?
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Expert Comment

by:naderz
Comment Utility
Well, the error messages and the symptoms indicate connectivity issues with the CM. That can happen form many reasons: overall network issues, CM actually being unable to respond (due to a process seizing all CPU cycles), QoS (causing issues rather than helping), cabling issues..

Are there any issues between the pub and sub? Are these running on individual servers? VMs?

Just throwing thoughts out there for narrowing things down.
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Author Comment

by:lomaree
Comment Utility
I hear you .

Sub's are VM running on UCS servers

When you said QoS to be removed does it mean , I remove it from interface or remove everything about QoS from configuration on the switch.

Also how come the other subs is working fine ?
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lomaree earned 0 total points
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It turned out to be a network related issues with misconfigured port-channel on the swtich side.
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Expert Comment

by:naderz
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Glad you found it. Sorry I was not able to reply by now. Too many fires to put out.
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Author Closing Comment

by:lomaree
Comment Utility
It turned out to be a network related issues with misconfigured port-channel on the swtich side.
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