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ACS, CISCO Extension Mobility Troubleshoot

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  • BUSINESS PROCESSES | COLConfidential Propr

    ACS, CISCO IP Phone Extension

    Mobility

    LLABORATIVE PLATFORMS | ENTERPRISE INrietary Information. Do not copy or distribute without permission

    ACS, CISCO IP Phone Extension

    Mobility Troubleshooting

    www.fcsltd.com

    INTERFACES

    ACS, CISCO IP Phone Extension

  • BUSINESS PROCESSES | COLConfidential Propr

    Contents

    Common Problems ................................................................When a user reverts back to default profile, services are no longer available.Extension Mobility logs out user after a few minutes, before the configured timeAfter login, the user does not have any services available.'Host not found' Error in IP Phone ................................After a login or logout is performed, the phone resets instead of restarting.Services return HTTP [8] error................................."Login Unsuccessful:[101]" error returned on login.Services do not appear when "services" is pressed.After a user logs in, the phone does not have any services.After the username and password are entered, the phone returns to the login screen.Users are unable to log in to Extension Mobility and receive the login unsuccessful error 6."Login unsuccessful [9]" error message is generated Login unsuccessful Error [12] ................................Error [18]- Another User logged in ................................Extension Mobility service returns error [100] login unsuccessful when the service to login to Extention Moblity is chosen.Login unsuccessful error: [11]................................Unable to apply the Extension Mobility feature to an IP phone and receive the error "Already logged in to another phone""Warning 7" Appears During Login to Extension Mobility IP PhoneExtension Mobility Access is Slow ................................IP Phones Stuck in "Registering" or "Configuring IP" Status After Log OutExtension Mobility Users Automatically Logged Out in Short IntervalsNo Results when Searching the DN Assigned to the Device ProfileUnable to Logout an Entire Group of Users from Extension MobilityError: "Device does not exist" ................................Error: "Update failed" ................................................................201 Authentication Error ................................................................[6]-Database Error ................................................................Once logged in, there is no option to log out from the EM ServiceUnable to log in to 7945 phone using 7965 profileError: Fatal error encountered while validating report XML with schemaError: No Services Configured ................................Error: Host Not Found ................................................................Cisco IP Phone Extension Mobility Host Error ................................Error: Login is unavailable (205) ................................Error: Login is unavailable (208) Login is UnsuccessfulNo Display of Caller Name and Caller NumberError: login is unavailable (210) ................................

    LLABORATIVE PLATFORMS | ENTERPRISE INrietary Information. Do not copy or distribute without permission

    ................................................................................................................................

    When a user reverts back to default profile, services are no longer available. ................................................................Extension Mobility logs out user after a few minutes, before the configured time. ................................................................

    ter login, the user does not have any services available. ................................................................................................................................................................................................................................

    After a login or logout is performed, the phone resets instead of restarting. ................................................................................................................................................................................................

    ogin Unsuccessful:[101]" error returned on login. ................................................................................................Services do not appear when "services" is pressed.................................................................................................After a user logs in, the phone does not have any services. ................................................................................................After the username and password are entered, the phone returns to the login screen. ................................................................

    to log in to Extension Mobility and receive the login unsuccessful error 6. ................................"Login unsuccessful [9]" error message is generated on the phone. ................................................................

    ................................................................................................................................

    ................................................................................................................................

    Extension Mobility service returns error [100] login unsuccessful when the service to login to Extention Moblity is chosen.................................................................................................................................

    o apply the Extension Mobility feature to an IP phone and receive the error "Already logged in to another phone"ars During Login to Extension Mobility IP Phone ................................................................

    ................................................................................................................................

    IP Phones Stuck in "Registering" or "Configuring IP" Status After Log Out ................................................................Extension Mobility Users Automatically Logged Out in Short Intervals ................................................................

    ching the DN Assigned to the Device Profile ................................................................Unable to Logout an Entire Group of Users from Extension Mobility ................................................................

    ................................................................................................................................

    ................................................................................................................................

    ................................................................................................

    ................................................................................................................................

    Once logged in, there is no option to log out from the EM Service ................................................................Unable to log in to 7945 phone using 7965 profile ................................................................................................Error: Fatal error encountered while validating report XML with schema ................................................................

    ................................................................................................................................

    ................................................................................................................................

    ................................................................................................

    ................................................................................................................................

    Error: Login is unavailable (208) Login is Unsuccessful ................................................................................................No Display of Caller Name and Caller Number ................................................................................................

    ................................................................................................................................

    INTERFACES

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    ...................................................... 5 Extension Mobility service returns error [100] login unsuccessful when the service to login to Extention Moblity is chosen. .......... 6

    .............................................................. 6 o apply the Extension Mobility feature to an IP phone and receive the error "Already logged in to another phone" ............ 6

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  • BUSINESS PROCESSES | COLConfidential Propr

    Common Problems When a user reverts back to default profile, services are no

    Problem: After the services are added to the phone, the Default Profile is out of sync with the phone.

    Solution: Reselect the phone, add the services on the phone and update the phone

    Extension Mobility logs out user after a few minutes, before the configured time

    Problem: When the user is logged in using Extension Mobility, the user is logged out after a few minutes, even though the Default maximum time for the login

    Solution: If you do not need to specify the maximum time the user is allowed to be logged into Extension Mobility, always keep the Enforce Maximum Login Time* parameter to False. In order to do this, complete these steps:

    1. Go to the Cisco Call Manager Administration page

    2. Choose Service > Service Parameters

    3. Make sure that the Enforce Maximum Login Time* parameter is set to

    4. Click Update.

    After login, the user does not have any servi

    Problem: The User Profile did not have any services associated with it when loaded on the phone.

    Solution:

    1. Change the User Profile to include the

    2. Change the phone the user is logged in on to include the

    Once updated, the user gets the

    'Host not found' Error in IP Phone

    Problem: The IP phone displays the "Host not found" error when the

    Solution: Choose System > Enterprise ParametersManager Server name, replace the Call Manager

    Example: http://10.10.10.1/CCMCIP/address. Stop/start the TFTP, Internet Information Server (IIS), and Computer Telephony Integration (CTI) services and reboot the phones for the change to take

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    When a user reverts back to default profile, services are no longer available.

    : After the services are added to the phone, the Update button is not pressed and the Auto Generated is out of sync with the phone.

    : Reselect the phone, add the services on the phone and update the phone configuration.

    Extension Mobility logs out user after a few minutes, before the configured time

    When the user is logged in using Extension Mobility, the user is logged out after a few minutes, even Default maximum time for the login is set to 8 hours.

    : If you do not need to specify the maximum time the user is allowed to be logged into Extension keep the Enforce Maximum Login Time* parameter to False. In order to do this, complete these

    Cisco Call Manager Administration page

    Service > Service Parameters and select Cisco Extension Mobility

    3. Make sure that the Enforce Maximum Login Time* parameter is set to False.

    After login, the user does not have any services available.

    The User Profile did not have any services associated with it when loaded on the phone.

    1. Change the User Profile to include the login/logout services.

    2. Change the phone the user is logged in on to include the login/logout services.

    Once updated, the user gets the logout service.

    'Host not found' Error in IP Phone

    The IP phone displays the "Host not found" error when the Services button is pressed.

    System > Enterprise Parameters. Check the URL services, and if it is set to the Call Manager Server name with the IP address as shown in this example.

    http://10.10.10.1/CCMCIP/getservicesmenu.asp, where 10.10.10.1 is the Cisco Stop/start the TFTP, Internet Information Server (IIS), and Computer Telephony Integration (CTI)

    phones for the change to take effect.

    INTERFACES

    longer available.

    button is not pressed and the Auto Generated

    configuration.

    Extension Mobility logs out user after a few minutes, before the configured time.

    When the user is logged in using Extension Mobility, the user is logged out after a few minutes, even

    : If you do not need to specify the maximum time the user is allowed to be logged into Extension keep the Enforce Maximum Login Time* parameter to False. In order to do this, complete these

    .

    The User Profile did not have any services associated with it when loaded on the phone.

    services.

    button is pressed.

    , and if it is set to the Call Server name with the IP address as shown in this example.

    where 10.10.10.1 is the Cisco Call Manager IP Stop/start the TFTP, Internet Information Server (IIS), and Computer Telephony Integration (CTI)

  • BUSINESS PROCESSES | COLConfidential Propr

    After a login or logout is performed, the phone resets instead of restarting.

    Problem: The phone uses DNS to resolve the Cisco

    Solution: Change System > Server nameagain.

    Services return HTTP [8] error.

    Problem: The phone is attacked by the Code Red Virus and the HTTP services no longer function.

    Solution: Apply the latest phone loads from the Cisco Web site to correct this problem.

    "Login Unsuccessful:[101]" error returned on login.

    When you launch the Extension Mobility (EM) service on the IP phone, this error message appears: Login Unsuccessful Error:[101].

    Note: This error can be related to one of these problems.

    Problem: The username entered is not found in the DC Directory which can be also due to DC Direplication Issues.

    Solution: Add the user through the Cisco Call Manager global directory. Also verify that DC Directory replicates between Servers. For more information on how to resolve DC Directory replication problems between DC Directory server services that run on Cisco Call Mato Fixing Problems with DC Directory.

    Services do not appear when "services" is pressed.

    Problem: The phone device used does not have the services selected.

    Solution: Reselect the services on the phone and update the phone page.

    After a user logs in, the phone does not have any services.

    Problem: The user that has logged in does not have any services associated with their User Device Profile.

    Solution: Either through the Cisco Call Manager User page or the User Device configuration page, add the desired services to the User Device table.

    After the username and password are entered, the phone returns to the login screen.

    Problem: The form.jsp that is sent to the phologin. As a result, the login request is never seen by the application.

    Solution: Download form.jsp. Replace the existing C:with the downloaded file. This new form hard sets the service port number to 8080.

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    After a login or logout is performed, the phone resets instead of restarting.

    The phone uses DNS to resolve the Cisco Call Manager name.

    System > Server name to an IP address. Reset the phone and try the login/logout procedure

    The phone is attacked by the Code Red Virus and the HTTP services no longer function.

    Apply the latest phone loads from the Cisco Web site to correct this problem.

    "Login Unsuccessful:[101]" error returned on login.

    ion Mobility (EM) service on the IP phone, this error message appears: Login

    This error can be related to one of these problems.

    The username entered is not found in the DC Directory which can be also due to DC Di

    Add the user through the Cisco Call Manager global directory. Also verify that DC Directory replicates between Servers. For more information on how to resolve DC Directory replication problems between DC Directory server services that run on Cisco Call Manager servers involved in a Cisco Call Manager cluster, refer to Fixing Problems with DC Directory.

    Services do not appear when "services" is pressed.

    The phone device used does not have the services selected.

    Reselect the services on the phone and update the phone page.

    After a user logs in, the phone does not have any services.

    The user that has logged in does not have any services associated with their User Device Profile.

    gh the Cisco Call Manager User page or the User Device configuration page, add the desired services to the User Device table.

    After the username and password are entered, the phone returns to the login screen.

    The form.jsp that is sent to the phone for the login is not able to resolve the port to be used for the a result, the login request is never seen by the application.

    Download form.jsp. Replace the existing C:\Program files\wfaavvid\tomcat\webappsownloaded file. This new form hard sets the service port number to 8080.

    INTERFACES

    After a login or logout is performed, the phone resets instead of restarting.

    to an IP address. Reset the phone and try the login/logout procedure

    The phone is attacked by the Code Red Virus and the HTTP services no longer function.

    ion Mobility (EM) service on the IP phone, this error message appears: Login

    The username entered is not found in the DC Directory which can be also due to DC Directory

    Add the user through the Cisco Call Manager global directory. Also verify that DC Directory replicates between Servers. For more information on how to resolve DC Directory replication problems between DC

    nager servers involved in a Cisco Call Manager cluster, refer

    The user that has logged in does not have any services associated with their User Device Profile.

    gh the Cisco Call Manager User page or the User Device configuration page, add the

    After the username and password are entered, the phone returns to the login screen.

    ne for the login is not able to resolve the port to be used for the

    webapps\ROOT\form.jsp

  • BUSINESS PROCESSES | COLConfidential Propr

    When logging in on a Cisco 7940 phone, the phone displays the error "Device profile

    does not exist"

    Problem: Extension Mobility requests a fixed name for the device template that must be used on a Cisco 7940 phone when logging in. The name of the device template for the 7940 must exist and have the exact name of the template when the server is installed.

    Solution: Make sure the device template for the Cisco 7940 is 7940 1used and the capitalization is correct.

    Users are unable to log in to Extension Mobility and receive the login unsuccessful

    error 6.

    Problem: User receives the login unsuccessful error: [6] error when pressing Select for the Extension Mobilityservice on the phone.

    Solution: Error 6 indicates an error when communicating with the database. This can be caused by many different things depending on whether DC Directory or Active Directory is used. In the case of Active Directory, this issue can be resolved when you run the Active Directory plugDirectory installation, refer to Active Directory 2000 Plug

    This issue can also occur if there is no device profile associated with the user that attempts to log in. Check if the users have device profiles associated with them under the User Configuration > Extension Mobilitupdate users with device profiles for Extension Mobility login.

    "Login unsuccessful [9]" error message is generated on the phone.

    Problem: The user is unable to login to a phone, and receives a Login unsuccessful [9] error message when trying to login using Extension Mobility.

    Solution: This is normally a directory integration error. This could be LDAP, Active Directory, or DC Directory for example. Based on what method of directory integration is used, troubleshooting can vary.Check that the Active Directory server is running. If there is an issue here, run the Directory plugAdminutility from Cisco Call Manager.

    This issue can also occur if there is no device profile associated with the user that attempts to login. Check if the users have device profiles associated with them under the not, update users with device profiles for Extension Mobility login.

    Login unsuccessful Error [12]

    Problem: When logging into an IP phone enabled with Extension Mobility, the login fails and the phone displaysError[12].

    Solution:This error occurs when the User Device Profile is improperly configured. Either the Device Profile does not exist, is mis-configured, or is not associated with the user profile. Check all the User Device Profile settings, and ensure that there is a properly specified device profile, and a correct association with the user profile.

    Error [18]- Another User logged in

    Problem: When you try to log in to the IP phone using Extension Mobility, the error message error [18] user logged in is received even though no user is logged in. The userid of the Extension Mobility user logged in isshown as None. When you try to deleProfile cannot be deleted if it is in use.

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    When logging in on a Cisco 7940 phone, the phone displays the error "Device profile

    Extension Mobility requests a fixed name for the device template that must be used on a Cisco 7940 when logging in. The name of the device template for the 7940 must exist and have the exact name of the

    the server is installed.

    Make sure the device template for the Cisco 7940 is 7940 1-Line or 7940 2-Line. Ensure that a dash is and the capitalization is correct.

    Users are unable to log in to Extension Mobility and receive the login unsuccessful

    User receives the login unsuccessful error: [6] error when pressing Select for the Extension Mobility

    : Error 6 indicates an error when communicating with the database. This can be caused by many n whether DC Directory or Active Directory is used. In the case of Active Directory,

    when you run the Active Directory plug-in again. For more information on the Active Directory 2000 Plug-in Installation for Cisco Call Manager.

    This issue can also occur if there is no device profile associated with the user that attempts to log in. Check if the have device profiles associated with them under the User Configuration > Extension Mobilit

    with device profiles for Extension Mobility login.

    "Login unsuccessful [9]" error message is generated on the phone.

    The user is unable to login to a phone, and receives a Login unsuccessful [9] error message when to login using Extension Mobility.

    This is normally a directory integration error. This could be LDAP, Active Directory, or DC Directory for example. Based on what method of directory integration is used, troubleshooting can vary.

    the Active Directory server is running. If there is an issue here, run the Directory plugCisco Call Manager.

    This issue can also occur if there is no device profile associated with the user that attempts to login. Check if the have device profiles associated with them under the User Configuration > Extension Mobility

    with device profiles for Extension Mobility login.

    When logging into an IP phone enabled with Extension Mobility, the login fails and the phone displays

    This error occurs when the User Device Profile is improperly configured. Either the Device Profile does configured, or is not associated with the user profile. Check all the User Device Profile settings, there is a properly specified device profile, and a correct association with the user profile.

    Another User logged in

    When you try to log in to the IP phone using Extension Mobility, the error message error [18] user logged in is received even though no user is logged in. The userid of the Extension Mobility user logged in isshown as None. When you try to delete the phone, it fails with the error Delete Failed [438] User definedProfile cannot be deleted if it is in use.

    INTERFACES

    When logging in on a Cisco 7940 phone, the phone displays the error "Device profile

    Extension Mobility requests a fixed name for the device template that must be used on a Cisco 7940 when logging in. The name of the device template for the 7940 must exist and have the exact name of the

    Line. Ensure that a dash is

    Users are unable to log in to Extension Mobility and receive the login unsuccessful

    User receives the login unsuccessful error: [6] error when pressing Select for the Extension Mobility

    : Error 6 indicates an error when communicating with the database. This can be caused by many n whether DC Directory or Active Directory is used. In the case of Active Directory,

    in again. For more information on the Active in Installation for Cisco Call Manager.

    This issue can also occur if there is no device profile associated with the user that attempts to log in. Check if the have device profiles associated with them under the User Configuration > Extension Mobility page. If not,

    The user is unable to login to a phone, and receives a Login unsuccessful [9] error message when

    This is normally a directory integration error. This could be LDAP, Active Directory, or DC Directory for example. Based on what method of directory integration is used, troubleshooting can vary.

    the Active Directory server is running. If there is an issue here, run the Directory plug-in, and

    This issue can also occur if there is no device profile associated with the user that attempts to login. Check if the User Configuration > Extension Mobility page. If

    When logging into an IP phone enabled with Extension Mobility, the login fails and the phone displays

    This error occurs when the User Device Profile is improperly configured. Either the Device Profile does configured, or is not associated with the user profile. Check all the User Device Profile settings, there is a properly specified device profile, and a correct association with the user profile.

    When you try to log in to the IP phone using Extension Mobility, the error message error [18] - Another user logged in is received even though no user is logged in. The userid of the Extension Mobility user logged in is

    te the phone, it fails with the error Delete Failed [438] User defined Device

  • BUSINESS PROCESSES | COLConfidential Propr

    Solution: This issue can occur if any application user has control of the phone and the Application User ID is shown as none. Go to User Management, select Application User, and delete the phone.

    Extension Mobility service returns error [100] login unsuccessful when the service to

    login to Extention Moblity is chosen.

    Problem: When a user presses the Services button, the phone displays Error [100].Solution:This error occurs if the URL for the Cisco Extension Mobility service does not include the last parameter (shown in bold):

    http:///emapp/EMAppServlet?device=#DEVICENAME#

    specifies the IP address of the Cisco Call Manager server where Cisco Call Manager Extension Mobility is installed. Make sure that the URL is correct and complete.

    For example, http://10.45.67.89/emapp/EMAppServlet?device=#DEVICEmake sure that you enter the name exactly as described.

    Login unsuccessful error: [11]

    Problem: When a user tries to login to Extention Mobility, the IP phone displays: Login Unsuccessful Error:[11].

    Solution:This error occurs if the URL for the Cisco Extension Mobility service is phone service parameter.

    On CCMAdmin, go to Feature > IP Phone services. Then do a search for your Extension Mobility service. Make sure that the URL matches this one: http:///emapp/EMAppServlet ?device=#DEVICENAME#

    Unable to apply the Extension Mobility feature to an IP phone and receive the error

    "Already logged in to another phone"

    Problem: When you try to apply the Extension Moberror thatsays you are already logged in to another IP phone. This situation arises when you are already logged in to an IP phone and want to log in to a new IP phone before you log out from the p

    Solution: The best way to log out from the previous phone and log in to the new one is to change several serviceparameters in the Cisco CallManager Administration page as shown:

    1. In the Cisco CallManager Administration window, go to 2. Choose the Extension Mobility service, and, in

    Logout. Click Update.

    Auto Logout: After a user logs in to a second device, the Cisco CallManager automatically logs the user out of the first device.

    "Warning 7" Appears During Login to Extension Mobility IP Phone

    Problem: When you log into Extension Mobility IP phone, the Warning 7 message appears.

    Solution: Complete these steps in order to resolve this issue:

    1. You can see all the the applications served by Tomcat at http:///manager/list. Determinewhether Extension Mobility is listed here and running.

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    This issue can occur if any application user has control of the phone and the Application User ID is er Management, select Application User, and unassociated

    Extension Mobility service returns error [100] login unsuccessful when the service to

    Extention Moblity is chosen.

    e Services button, the phone displays Error [100]. This error occurs if the URL for the Cisco Extension Mobility service does not include the last

    http:///emapp/EMAppServlet?device=#DEVICENAME#

    specifies the IP address of the Cisco Call Manager server where Cisco Call Manager Mobility is installed. Make sure that the URL is correct and complete.

    , http://10.45.67.89/emapp/EMAppServlet?device=#DEVICENAME#: the URL is casethat you enter the name exactly as described.

    When a user tries to login to Extention Mobility, the IP phone displays: Login Unsuccessful Error:[11].

    error occurs if the URL for the Cisco Extension Mobility service is not entered correctly in the IP

    On CCMAdmin, go to Feature > IP Phone services. Then do a search for your Extension Mobility service. Make

    http:///emapp/EMAppServlet ?device=#DEVICENAME#

    Unable to apply the Extension Mobility feature to an IP phone and receive the error

    "Already logged in to another phone"

    When you try to apply the Extension Mobility feature to an IP phone, the request is denied with an error thatsays you are already logged in to another IP phone. This situation arises when you are already logged

    and want to log in to a new IP phone before you log out from the previous phone.

    The best way to log out from the previous phone and log in to the new one is to change several serviceparameters in the Cisco CallManager Administration page as shown:

    In the Cisco CallManager Administration window, go to Service > Service ParametersChoose the Extension Mobility service, and, in the Multiple Login Behavior box

    After a user logs in to a second device, the Cisco CallManager automatically logs the

    "Warning 7" Appears During Login to Extension Mobility IP Phone

    When you log into Extension Mobility IP phone, the Warning 7 message appears.

    Complete these steps in order to resolve this issue:

    1. You can see all the the applications served by Tomcat at http:///manager/list. Determinewhether Extension Mobility is listed here and running.

    INTERFACES

    This issue can occur if any application user has control of the phone and the Application User ID is it. You are now able to

    Extension Mobility service returns error [100] login unsuccessful when the service to

    This error occurs if the URL for the Cisco Extension Mobility service does not include the last

    specifies the IP address of the Cisco Call Manager server where Cisco Call Manager

    NAME#: the URL is case-sensitive;

    When a user tries to login to Extention Mobility, the IP phone displays: Login Unsuccessful Error:[11].

    not entered correctly in the IP

    On CCMAdmin, go to Feature > IP Phone services. Then do a search for your Extension Mobility service. Make

    Unable to apply the Extension Mobility feature to an IP phone and receive the error

    ility feature to an IP phone, the request is denied with an error thatsays you are already logged in to another IP phone. This situation arises when you are already logged

    revious phone.

    The best way to log out from the previous phone and log in to the new one is to change several service

    Service > Service Parameters. the Multiple Login Behavior box, change it to Auto

    After a user logs in to a second device, the Cisco CallManager automatically logs the

    When you log into Extension Mobility IP phone, the Warning 7 message appears.

    1. You can see all the the applications served by Tomcat at http:///manager/list. Determine

  • BUSINESS PROCESSES | COLConfidential Propr

    2. Restart the Extension Mobility and Tomcat services during the off

    Extension Mobility Access is Slow

    Problem: Extension Mobility Access is slow in Callmanager.

    Solution: Low memory resource on the Callmanager could cause this issue. server meets the minimum hardware requirements when you upgra

    IP Phones Stuck in "Registering" or "Configuring IP" Status After Log OutIf the IP phone stays in Registering or Configuring IP status after the user logs out of Extension Mobility, check to see if the Logout Profile is assigned to t

    Note: If you use Cisco CallManager 6.x, you can restart the Cisco Tomcat service from the CLI with this command: admin: utils service restart Cisco Tomca

    Extension Mobility Users Automatically Logged Out

    Extension Mobility users are kicked out of the system every 5 minutes and the event log shows the Error:

    DeviceTransientConnection - Transient connection attempt error message. This issue can occur if the time onthe Cisco CallManager Publisher and Subscriber are out of sync. In order to resolve this issue, you need synchronize the clock on all servers or configure ntp in the cluster for time synchronization. Also, change the Extension Mobility Service ParameterExtension Mobility Service.

    No Results when Searching the DN Assigned to the Device Profile

    When an Extension Mobility user logs into a phone, searching the directory number (DN) assigned profile yields no results.

    1. Go to Device > Phone. The Find and List Phones window appears.

    2. Choose Actively Logged In Device ReportThe Find and List Actively Logged In Device window appears.

    3. Choose the directlry number, and click

    Unable to Logout an Entire Group of Users from Extension MobilityComplete these steps in order to log out an entire group of users from Extension Mobility:

    1. Disable the Extension Mobility service under

    2. Reset the device pool that contains all the phones that needs to be logged out. This will log out all the users that currently use Extension Mobility.

    Error: "Device does not exist"

    Problem: When the user tries to login to the Cisco IP from Cisco Unified Communications Manager, this error message is received:

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    2. Restart the Extension Mobility and Tomcat services during the off-peak hours.

    sion Mobility Access is Slow

    Extension Mobility Access is slow in Callmanager.

    : Low memory resource on the Callmanager could cause this issue. Make sure that your CallManager meets the minimum hardware requirements when you upgrade to higher version.

    IP Phones Stuck in "Registering" or "Configuring IP" Status After Log OutIf the IP phone stays in Registering or Configuring IP status after the user logs out of Extension Mobility, check to

    the Logout Profile is assigned to the device. Also, restart the Cisco Tomcat service.

    If you use Cisco CallManager 6.x, you can restart the Cisco Tomcat service from the CLI with this admin: utils service restart Cisco Tomcat

    Extension Mobility Users Automatically Logged Out in Short Intervals

    Extension Mobility users are kicked out of the system every 5 minutes and the event log shows the Error:

    Transient connection attempt error message. This issue can occur if the time onPublisher and Subscriber are out of sync. In order to resolve this issue, you need

    on all servers or configure ntp in the cluster for time synchronization. Also, change the Extension Mobility Service Parameter Multiple Login Behavior to Multiple Login's Not Allowed

    No Results when Searching the DN Assigned to the Device Profile

    When an Extension Mobility user logs into a phone, searching the directory number (DN) assigned

    The Find and List Phones window appears.

    Choose Actively Logged In Device Report from the drop-down list, and click Go. The Find and List Actively Logged In Device window appears.

    number, and click Find.

    Unable to Logout an Entire Group of Users from Extension Mobility Complete these steps in order to log out an entire group of users from Extension Mobility:

    Disable the Extension Mobility service under Serviceability > Tools > Control Center.

    Reset the device pool that contains all the phones that needs to be logged out. This will log out all the users that

    : When the user tries to login to the Cisco IP phone in order to get the configured user profile information from Cisco Unified Communications Manager, this error message is received:

    INTERFACES

    Make sure that your CallManager

    IP Phones Stuck in "Registering" or "Configuring IP" Status After Log Out If the IP phone stays in Registering or Configuring IP status after the user logs out of Extension Mobility, check to

    he device. Also, restart the Cisco Tomcat service.

    If you use Cisco CallManager 6.x, you can restart the Cisco Tomcat service from the CLI with this

    in Short Intervals

    Extension Mobility users are kicked out of the system every 5 minutes and the event log shows the Error:

    Transient connection attempt error message. This issue can occur if the time on Publisher and Subscriber are out of sync. In order to resolve this issue, you need

    on all servers or configure ntp in the cluster for time synchronization. Also, change the to Multiple Login's Not Allowed and restart the

    When an Extension Mobility user logs into a phone, searching the directory number (DN) assigned to the device

    Reset the device pool that contains all the phones that needs to be logged out. This will log out all the users that

    phone in order to get the configured user profile information

  • BUSINESS PROCESSES | COLConfidential Propr

    LoginService: Dev: SEPDevice does not exist: Device, 'SEP Device Settings > Phone ServicesAdministration.

    The Find and List IP Phone Services window appears.

    2. Select the IP Phone service that you are using for Extension Mobility.

    The IP Phone Services Configuration window appears.

    3. Ensure that the Service URL* field entry matches this format of URL:

    http://:8080/emapp/EMAppServlet?device=#DEVICENAME#

    Correct the URL and save the service if it is not correct.

    Solution 2

    Perform these steps in order to ensure that the IP phone is enabled with Extension Mobility service and is subscribed to the Extension Mobility service:

    1. Choose Device > Phone from Cisco Unified Communications Manager Administration.

    The Find and List Phones window appears.

    2. Select the phone that you want to verify if it is subscribed to the Extension Mobility service.

    The Phone Configuration window appears.

    3. Go to the Extension Information section of this Configuration window. Make sure theMobility check box is selected. If not selected, select the check box to enable Extension Mobility for this phone.

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    LoginService: Dev: SEP- Error# 11-Policy Violation: Device does not exist: Device, 'SEP' does not exist

    Login Unsuccessful [11] "Device does not exist"

    This issue can occur due to these reasons:

    Incorrect Extension Mobility Services URL. Refer to Solution 1 in order to make sure that the correct Extension Mobility Services URL is used.

    The IP phone is not subscribed for the Extension Mobility Services. Refer to Solution 2sure that the IP phone is enabled with Extension Mobility service and is subscribed to the Extension

    hese steps in order to make sure that the correct Extension Mobility Services URL is used:

    Device > Device Settings > Phone Services from Cisco Unified Communications Manager

    The Find and List IP Phone Services window appears.

    the IP Phone service that you are using for Extension Mobility.

    The IP Phone Services Configuration window appears.

    field entry matches this format of URL:

    http://:8080/emapp/ let?device=#DEVICENAME#

    Correct the URL and save the service if it is not correct.

    Perform these steps in order to ensure that the IP phone is enabled with Extension Mobility service and is subscribed to

    from Cisco Unified Communications Manager Administration.

    The Find and List Phones window appears.

    Select the phone that you want to verify if it is subscribed to the Extension Mobility service.

    The Phone Configuration window appears.

    section of this Configuration window. Make sure the Enable Extension check box is selected. If not selected, select the check box to enable Extension Mobility for this phone.

    INTERFACES

    Policy Violation: MAC Address>' does not exist

    in order to make sure that the correct

    Solution 2 in order to make sure that the IP phone is enabled with Extension Mobility service and is subscribed to the Extension

    hese steps in order to make sure that the correct Extension Mobility Services URL is used:

    from Cisco Unified Communications Manager

    Perform these steps in order to ensure that the IP phone is enabled with Extension Mobility service and is subscribed to

    Select the phone that you want to verify if it is subscribed to the Extension Mobility service.

    Enable Extension check box is selected. If not selected, select the check box to enable Extension Mobility for this phone.

  • BUSINESS PROCESSES | COLConfidential Propr

    4. On the top right of the Phone Configuration Links drop down menu.

    This opens the Subscribed Cisco IP Phone Servicessubscribed to the Extension Mobililty service.

    Error: "Update failed"

    Problem: While configuring Extension Mobility, this error message is received:

    Update failed. One of the required fields on the page has the same value as an entry that already exists in the database. Please check the corresponding Find List page to verify yourentry does not exist.

    Solution

    Perform these steps in order to resolve this issue:

    1. Delete the impacted phone from the database using CLI with this command:

    run sql delete from device where name = 'SEPXXXXXXXXXXXX'

    Note: SEPXXXXXXXXXXXX will be the Name of

    2. Add it again in Cisco CallManager using the administrator webpage.3. Configure Extension mobility again.

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    On the top right of the Phone Configuration Page, choose Subscribe/Unsubscribe Services

    Subscribed Cisco IP Phone Services window. Here you can ensure that the phone is subscribed to the Extension Mobililty service.

    : While configuring Extension Mobility, this error message is received:

    Update failed. One of the required fields on the page has the same value as an entry that already exists in the database. Please check the corresponding Find List page to verify your

    Perform these steps in order to resolve this issue:

    Delete the impacted phone from the database using CLI with this command:

    run sql delete from device where name = 'SEPXXXXXXXXXXXX'

    SEPXXXXXXXXXXXX will be the Name of the phone.

    Add it again in Cisco CallManager using the administrator webpage. Configure Extension mobility again.

    INTERFACES

    Subscribe/Unsubscribe Services from the Related

    window. Here you can ensure that the phone is

    Update failed. One of the required fields on the page has the same value as an entry that already exists in the database. Please check the corresponding Find List page to verify your

  • BUSINESS PROCESSES | COLConfidential Propr

    201 Authentication Error

    Problem: When the credential policy for a user is set to "User Must Change at Next Login," the user is prompted to change their PIN with the messageAuthenticaiton Error message displays and the user is not able to log in.

    Solution 1

    Reset the user password/PIN in order to resolve the issue. Go to tCredentials button located near the password. Also, make sure theunchecked.

    This isssue can also occur if the end users are using the alphanumeric characters to log in to extension mobilsince it is configured to use only numeric characters during log in. Go to the Extension Mobility service parameter Alphanumeric User ID and check if it is set toonly numeric characters during log in.

    Solution 2

    When the user tries to log in to Extension Mobility, the userid and PIN are validated through the Identity Management System (IMS). If the IMS returns aMobility displays an error message on the phone to change the PIN. Users must change their PIN though the ccmuser pages and then attempt to log in. It is not possible to change the PIN from the phone.

    [6]-Database Error Problem: When you try to log in to Extension Mobility, this errousername/password is entered and submit is clicked:

    [6]-Database Error

    The logs indicate this error:

    DB Request Error: Couldn't submit login request to DBL: 380

    Solution 1

    This issue can occur when the Tracemonitor thread dies, which causes the ADP synchronization issue. Restart the DBLmonitor service and the Tracemonitor thread in order to reslove the issue.

    Solution 2

    Issue this command:

    run sql update device set ikdevice_defaultprofile= NULL where name = 'SEPXXXXXXXX'

    Where SEPXXXXXXXX is the proper device name.

    Solution 3

    On the phone configuration page for the device, remove the check from the extension mobility check box and save the configuration, and then check again the extension mobility check

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    When the credential policy for a user is set to "User Must Change at Next Login," the user is prompted change their PIN with the message [209]-Change PIN. However, when the user enters the new PIN, the

    message displays and the user is not able to log in.

    Reset the user password/PIN in order to resolve the issue. Go to the user page and click thebutton located near the password. Also, make sure the locked by the administrator

    This isssue can also occur if the end users are using the alphanumeric characters to log in to extension mobilsince it is configured to use only numeric characters during log in. Go to the Extension Mobility service

    and check if it is set to False. If it is, make sure that the end users are using g in.

    When the user tries to log in to Extension Mobility, the userid and PIN are validated through the Identity Management System (IMS). If the IMS returns a Change PIN error, the current implementation of Extension

    essage on the phone to change the PIN. Users must change their PIN though and then attempt to log in. It is not possible to change the PIN from the phone.

    When you try to log in to Extension Mobility, this error message is received after the username/password is entered and submit is clicked:

    DB Request Error: Couldn't submit login request to DBL: 380

    Tracemonitor thread dies, which causes the ADP synchronization issue. Restart the DBLmonitor service and the Tracemonitor thread in order to reslove the issue.

    run sql update device set ikdevice_defaultprofile SEPXXXXXXXX'

    is the proper device name.

    On the phone configuration page for the device, remove the check from the extension mobility check box and save the configuration, and then check again the extension mobility check box.

    INTERFACES

    When the credential policy for a user is set to "User Must Change at Next Login," the user is prompted . However, when the user enters the new PIN, the [201]-

    he user page and click the Edit locked by the administrator field is

    This isssue can also occur if the end users are using the alphanumeric characters to log in to extension mobility since it is configured to use only numeric characters during log in. Go to the Extension Mobility service

    . If it is, make sure that the end users are using

    When the user tries to log in to Extension Mobility, the userid and PIN are validated through the Identity error, the current implementation of Extension

    essage on the phone to change the PIN. Users must change their PIN though and then attempt to log in. It is not possible to change the PIN from the phone.

    r message is received after the

    Tracemonitor thread dies, which causes the ADP synchronization issue. Restart

    On the phone configuration page for the device, remove the check from the extension mobility check box and

  • BUSINESS PROCESSES | COLConfidential Propr

    Once logged in, there is no option to log out from the EM Service

    Problem

    The Extension Mobility service is configured and, after successfully logging in to the service, it appears that there is no option to log out of the service.

    Solution

    In order to resolve this problem, make sure that both the device and the device profile are subscribed to the Extension Mobility service.

    Unable to log in to 7945 phone using 7965 profile

    Problem

    After the Cisco Unified CM upgrade from version 6.1(4) to 6.1(5), whdevice-profile on a 7945 phone, the Extension Mobility login is successful, but the phone resets afterwards and gets stuck in a "restarting" and then "Registering" loop.customer was running 6.1.4.1190-3.

    Note: The phones are all on a SIP load. Initially, there were two extension mobility profiles for 7965 and 7945. The 7965 profile has 1 Directory Number and 5 Speed Dial buttons configured and was working fine.

    Solution

    This issue occurs only with SIP profile phones. The workaround is to reduce the number of Speed Dials on the 7965 profile to two or less, thereby enabling the user to log into the 7945 device using that profile. Perform these steps in order to reduce the number of Sp

    1. Log in to http:///ccmuser/web server is installed.

    2. Enter the user ID and password of the user whom's speed dial you want to remove.

    3. Navigate to User Options >

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    Once logged in, there is no option to log out from the EM Service

    The Extension Mobility service is configured and, after successfully logging in to the service, it appears that there

    to resolve this problem, make sure that both the device and the device profile are subscribed to the

    Unable to log in to 7945 phone using 7965 profile

    After the Cisco Unified CM upgrade from version 6.1(4) to 6.1(5), when the user tries to log in using a 7965 profile on a 7945 phone, the Extension Mobility login is successful, but the phone resets afterwards and

    "restarting" and then "Registering" loop. This was possible before, when the

    The phones are all on a SIP load. Initially, there were two extension mobility profiles for 7965 and 7945. The 7965 profile has 1 Directory Number and 5 Speed Dial buttons configured and was working fine.

    occurs only with SIP profile phones. The workaround is to reduce the number of Speed Dials on the 7965 profile to two or less, thereby enabling the user to log into the 7945 device using that profile. Perform these steps in order to reduce the number of Speed Dials:

    http:///ccmuser/, where server_name is the host on which the

    Enter the user ID and password of the user whom's speed dial you want to remove.

    Device.

    INTERFACES

    The Extension Mobility service is configured and, after successfully logging in to the service, it appears that there

    to resolve this problem, make sure that both the device and the device profile are subscribed to the

    en the user tries to log in using a 7965 profile on a 7945 phone, the Extension Mobility login is successful, but the phone resets afterwards and

    This was possible before, when the

    The phones are all on a SIP load. Initially, there were two extension mobility profiles for 7965 and 7945. The 7965 profile has 1 Directory Number and 5 Speed Dial buttons configured and was working fine.

    occurs only with SIP profile phones. The workaround is to reduce the number of Speed Dials on the 7965 profile to two or less, thereby enabling the user to log into the 7945 device using that profile. Perform these

    is the host on which the

    Enter the user ID and password of the user whom's speed dial you want to remove.

  • BUSINESS PROCESSES | COLConfidential Propr

    4. Choose Speed Dials.

    5. Reduce the number of Speed Dials to two numbers by removing the other speed dial numbers.

    6. Click the Save icon in order to save your changes.

    7. Click Apply Config in the Speed Dial and Abbreviated Dial Configurationchanges to your phone.

    8. An Apply Configuration dialog box displays, confirming the device you are configuring. Clickorder to confirm the changes.

    This issue is documented in Cisco bug ID

    Error: Fatal error encountered while validating report XML with schema

    Problem

    When you try to generate the extension mobility report on Cisco Unified Reporting, this error message is received:

    Fatal error encountered while validating report XML with schema: The reference to entity must end with the ';' delimiter.

    Solution

    This issue can happen if there is some special character in the name field. Remove the special character in order to resolve the issue.

    Error: No Services Configured

    Problem

    After you upgrade CUCM from version 7.1.1 to version 7.1.5 , you receive this error when you try to acceservices: No Services Configured

    Solution

    Check the services for the phone or user profile selected. Also, ensure that voice VLAN is configured correctly. Restart the Cisco Extension Mobility and Tomcat service.

    Error: Host Not Found

    Problem

    When you select extension mobility on the Cisco IP Phone, the

    Solution

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    Reduce the number of Speed Dials to two numbers by removing the other speed dial numbers.

    icon in order to save your changes.

    Speed Dial and Abbreviated Dial Configuration toolbar in order to apply

    dialog box displays, confirming the device you are configuring. Clickorder to confirm the changes.

    This issue is documented in Cisco bug ID CSCth32906 (registered customers only) .

    Error: Fatal error encountered while validating report XML with schema

    to generate the extension mobility report on Cisco Unified Reporting, this error message is

    Fatal error encountered while validating report XML with schema: The reference to entity must end with the ';' delimiter.

    if there is some special character in the name field. Remove the special character in order

    After you upgrade CUCM from version 7.1.1 to version 7.1.5 , you receive this error when you try to acceNo Services Configured

    Check the services for the phone or user profile selected. Also, ensure that voice VLAN is configured correctly. Restart the Cisco Extension Mobility and Tomcat service.

    lect extension mobility on the Cisco IP Phone, the host not found error message is received.

    INTERFACES

    Reduce the number of Speed Dials to two numbers by removing the other speed dial numbers.

    toolbar in order to apply the

    dialog box displays, confirming the device you are configuring. Click OK in

    Error: Fatal error encountered while validating report XML with schema

    to generate the extension mobility report on Cisco Unified Reporting, this error message is

    if there is some special character in the name field. Remove the special character in order

    After you upgrade CUCM from version 7.1.1 to version 7.1.5 , you receive this error when you try to access

    Check the services for the phone or user profile selected. Also, ensure that voice VLAN is configured correctly.

    error message is received.

  • BUSINESS PROCESSES | COLConfidential Propr

    Restart the Cisco Tomcat service in order to resolve this issue.

    Cisco IP Phone Extension Mobility Host Error

    Problem

    When you press the Services button afound.

    Note: There were two servers and the issue started since the publisher relocation.

    Solution

    Complete these steps in order to resolve this issue:

    1. On the CUCM Administration p

    2. Click Find, and select Extension Mobility

    3. Point the extension mobility service to the new IP address on the Service URL.

    4. Click Update Subscriptions

    5. For Secure-Service URL, change the port to

    Error: Login is unavailable (205)

    Problem

    You receive this error message when you try to log in to Extension Mobility:

    Login is unavailable (205)

    Solution

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    Restart the Cisco Tomcat service in order to resolve this issue.

    Cisco IP Phone Extension Mobility Host Error

    When you press the Services button and select the extension mobility service, you receive this error:

    There were two servers and the issue started since the publisher relocation.

    Complete these steps in order to resolve this issue:

    On the CUCM Administration page, choose Device > Device Settings > Phone Services

    Extension Mobility service.

    Point the extension mobility service to the new IP address on the Service URL.

    Update Subscriptions.

    Service URL, change the port to 8443, and reset the phone in order to submit the changes.

    Error: Login is unavailable (205)

    You receive this error message when you try to log in to Extension Mobility:

    INTERFACES

    nd select the extension mobility service, you receive this error: Host not

    Device > Device Settings > Phone Services.

    8443, and reset the phone in order to submit the changes.

  • BUSINESS PROCESSES | COLConfidential Propr

    In order to resolve this issue, associate

    Error: Login is unavailable (208) Login is Unsuccessful

    Problem

    After the gateway IP address on Cisco Unified Communications Manager is changed and the IP phones are updated to CUCM, you receive this error when you press Login service:

    Login is unavailable (208) Login is Unsuccessful

    Solution

    This issue might occur if the Extension Mobility service is unable to reach the Tomcat certificate. In order to resolve this issue, regenerate the Tomcat certifi

    No Display of Caller Name and Caller Number

    Problem

    You do not receive caller name and caller number when logged in to Extension Mobility. However, when not using extension mobility, caller Information is di

    Solution

    The problem occurs when a configuration error is received while creating a User Device Profile for a User. Complete these steps in order to create the User Device Profile:

    1. Choose Device > Device Settings

    2. From the drop-down list, select the phone model to be configured (for example, Cisco 7960).3. Click Next.

    4. Enter a Device Profile Name (for example, "Your Name").5. From the Phone Button Template field, select

    6. Click Save.

    7. On the left-hand side of the screen, click the

    8. Choose a valid DN from your NIP, and enter that DN in the Directory Number field.

    9. Under Route Partition, select the required Partition.

    10. Under Directory Number Settings, choose a CSS of appropri

    11. Enter any Call Forward and Call Pickup Settings as necessary.

    12. In the Display (Internal Caller ID), enter the User's name (if required).13. Click Save.

    14. From the Related Links: menu, select

    15. Under Select a Service, select

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    In order to resolve this issue, associate the phone to the Extension Mobility Controlled Profile.

    Error: Login is unavailable (208) Login is Unsuccessful

    After the gateway IP address on Cisco Unified Communications Manager is changed and the IP phones are error when you press Login service:

    Login is unavailable (208) Login is Unsuccessful

    This issue might occur if the Extension Mobility service is unable to reach the Tomcat certificate. In order to resolve this issue, regenerate the Tomcat certificate and then restart the Tomcat and EM service.

    No Display of Caller Name and Caller Number

    You do not receive caller name and caller number when logged in to Extension Mobility. However, when not using extension mobility, caller Information is displayed.

    The problem occurs when a configuration error is received while creating a User Device Profile for a User. Complete these steps in order to create the User Device Profile:

    Device Settings > Device Profile, and click Add New.

    down list, select the phone model to be configured (for example, Cisco 7960).

    Enter a Device Profile Name (for example, "Your Name"). From the Phone Button Template field, select Standard 7960 SCCP.

    nd side of the screen, click the Line [1] - Add a new DN link.

    Choose a valid DN from your NIP, and enter that DN in the Directory Number field.

    Under Route Partition, select the required Partition.

    Under Directory Number Settings, choose a CSS of appropriate access.

    Enter any Call Forward and Call Pickup Settings as necessary.

    In the Display (Internal Caller ID), enter the User's name (if required).

    From the Related Links: menu, select Subscribe/Unsubscribe Services.

    select Extension Mobility, and click Next.

    INTERFACES

    the phone to the Extension Mobility Controlled Profile.

    After the gateway IP address on Cisco Unified Communications Manager is changed and the IP phones are

    This issue might occur if the Extension Mobility service is unable to reach the Tomcat certificate. In order to cate and then restart the Tomcat and EM service.

    You do not receive caller name and caller number when logged in to Extension Mobility. However, when not

    The problem occurs when a configuration error is received while creating a User Device Profile for a User.

    down list, select the phone model to be configured (for example, Cisco 7960).

    Choose a valid DN from your NIP, and enter that DN in the Directory Number field.

  • BUSINESS PROCESSES | COLConfidential Propr

    16. Click Subscribe.

    17. Click Save.

    You are now able to see the caller information.

    Error: login is unavailable (210)

    Problem

    The error login is unavailable (210)Extension Mobility App fails to initialize. Eventually this causes the database to block access.

    Solution

    In order to resolve the issue, complete these steps:

    1. Ensure that the EM URL is correct.

    2. Create a new device profile for the IP phone.

    3. Restart the EM service.

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    You are now able to see the caller information.

    Error: login is unavailable (210)

    login is unavailable (210) is received when you try to log in to Extension Mobility.Extension Mobility App fails to initialize. Eventually this causes the database to block access.

    In order to resolve the issue, complete these steps:

    Ensure that the EM URL is correct.

    Create a new device profile for the IP phone.

    INTERFACES

    is received when you try to log in to Extension Mobility. The Extension Mobility App fails to initialize. Eventually this causes the database to block access.