Cisco Webinar - Troubleshooting JABER Phone Services

Troubleshooting Cisco Jabber
Phone services
Mahesh Babu A M
Manjunath D S
Technical Assistance Centre (TAC)
23-01-2018
• Jabber softphone Registration
• Troubleshooting Softphone
Agenda • Jabber Desk phone Configuration

• Jabber Desk phone Registration
• Troubleshooting Desk phone
• Q&A
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Public
Softphone Registration Flow
CUCM Server
SIP registration
Discovery
Retrieve User Download App/Dir

Configuration Rules
Parse Device
Authentication config
Retrieve User Download Device

Devices Config
Retrieve User Configuration and Authentication
2018-01-19 12:22:26,226 DEBUG [0x00000dbc] [ces\impl\ucm-config\UdsProvider.cpp(819)] [csf.config] [csf::ucm90::UdsProvider::doHomeUdsQuery] -

Trying to connect to Home UDS URI: https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/MASKED_USERNAME
2018-01-19 12:22:26,483 DEBUG [0x00000dbc] [l\ucm-config\uds\HomeUds100Query.cpp(91)] [csf.config] [csf::ucm90::HomeUds100Query::run] - XML

file response: <?xml version="1.0" encoding="UTF-8" standalone="yes"?><user uri="https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu"
version="10.5.2"><id>f0d4a5f2-dea4-c325-c619-
417e4de5097a</id><userName>ambabu</userName><firstName>ambabu</firstName><lastName>mohta</lastName><middleName></middleName><nickName></nick
Name><phoneNumber></phoneNumber><homeNumber></homeNumber><mobileNumber></mobileNumber><mobileConnect>false</mobileConnect><remoteDestinatio
nLimit>4</remoteDestinationLimit><userLocale uri="https://ccmpub10.ciscoclass.com:8443/cucm-uds/options/installedLocales" value=""
appliesToAllDevices="true">English, United
States</userLocale><email></email><directoryUri></directoryUri><msUri></msUri><department></department><manager></manager><title></title><pager></pager><s
elfServiceId>2004</selfServiceId><accountType>local</accountType><homeCluster enableImAndPresence="true"
enableCalendarPresence="false">true</homeCluster><imAndPresence><server>imppub10.ciscoclass.com</server><server>impsub10.ciscoclass.com</server></imAn
dPresence><callForwardAllDestination
appliesToAllExtensions="true"><sendToVoiceMailPilotNumber>false</sendToVoiceMailPilotNumber><destination></destination></callForwardAllDestination><enableDoN
otDisturb appliesToAllDevices="true">false</enableDoNotDisturb><serviceProfile><uri>http://ccmpub10.ciscoclass.com:6970/SPf7221ee0-c137-08c3-5f87-
48bddaf216be.cnf.xml</uri></serviceProfile><devices uri="https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu/devices"/><credentials
uri="https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu/credentials"/><extensions uri="https://ccmpub10.ciscoclass.com:8443/cucm-
uds/user/ambabu/extensions"/><subscribedServices uri="https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu/subscribedServices"/><speedDials
uri="https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu/speedDials"/></user>
2018-01-19 12:22:44,127 DEBUG [0x00003450] [c\src\callcontrol\Authenticator.cpp(297)] [csf.ecc] [csf::ecc::Authenticator::authenticate] - authenticate() succeeded with real
user=ambabu', server=ccmpub10.ciscoclass.com', usernameFormat: eFullUri
Retrieve User Device Configuration
2018-01-19 12:22:43,772 DEBUG [0x00003450] [s\telephonyservice\ECCHttpHelper.cpp(47)] [jcf.tel.ecc.http] [CSFUnified::ECCHttpHelper::doGet] -

doGet() request [ https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/[username_not_logged]/devices?max=100]
2018-01-19 12:22:43,972 DEBUG [0x00003450] [fig\AbstractDeviceListRetriever.cpp(285)] [csf.ecc] [csf::ecc::AbstractDeviceListRetriever::getXmlDoc] -

XML: "<?xml version="1.0" encoding="UTF-8" standalone="yes"?><devices uri="https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu/devices"
version="10.5.2"><device uri="https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu/device/21ba4308-0715-cee1-88ca-f780d5163ac7"><id>21ba4308-
0715-cee1-88ca-f780d5163ac7</id><name>CSFMOHTA2</name><type>Phone</type><model>Cisco Unified Client Services Framework</model><description
editable="true" source="admin">mohta second csf</description><protocol>SIP</protocol></device><device uri="https://ccmpub10.ciscoclass.com:8443/cucm-
uds/user/ambabu/device/6d9c5f13-78bf-1100-7b62-cc703572001e"><id>6d9c5f13-78bf-1100-7b62-
cc703572001e</id><name>SEPD0C282D07393</name><type>Phone</type><model>Cisco 9971</model><description editable="true"
source="admin">ambabu</description><protocol>SIP</protocol></device><device uri="https://ccmpub10.ciscoclass.com:8443/cucm-
uds/user/ambabu/device/d7229fba-b704-d4c5-13f3-a726295aafee"><id>d7229fba-b704-d4c5-13f3-
a726295aafee</id><name>CSFMOHTA</name><type>Phone</type><model>Cisco Unified Client Services Framework</model><description editable="true"
source="admin">mohta</description><protocol>SIP</protocol></device></devices>“
2018-01-19 12:22:44,127 DEBUG [0x00003450] [c\src\callcontrol\PhoneInfoImpl.cpp(718)] [csf.ecc] [csf::ecc::PhoneInfoImpl::setUdsUri] - setUdsUri() -

name : CSFMOHTA, udsUri : https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu/device/d7229fba-b704-d4c5-13f3-a726295aafee
2018-01-19 12:22:44,128 DEBUG [0x00003450] [c\src\callcontrol\PhoneInfoImpl.cpp(718)] [csf.ecc] [csf::ecc::PhoneInfoImpl::setUdsUri] - setUdsUri() -

name : SEPD0C282D07393, udsUri : https://ccmpub10.ciscoclass.com:8443/cucm-uds/user/ambabu/device/6d9c5f13-78bf-1100-7b62-
cc703572001e
Download and Parse Device config
Download
2018-01-19 12:22:44,177 DEBUG [0x000074fc] [s\telephonyservice\ECCHttpHelper.cpp(47)] [jcf.tel.ecc.http] [CSFUnified::ECCHttpHelper::doGet] -

doGet() request [ http://ccmpub10.ciscoclass.com:6970/CSFMOHTA.cnf.xml.sgn
Parse
2018-01-19 12:22:44,203 DEBUG [0x000074fc] [src\callcontrol\ServicesManager.cpp(769)] [csf.ecc] [csf::ecc::ServicesManager::fetchDeviceConfig] -

fetchDeviceConfig() retrieved config for CSFMOHTA
2018-01-19 12:22:44,203 DEBUG [0x000074fc] [src\callcontrol\ServicesManager.cpp(772)] [csf.ecc] [csf::ecc::ServicesManager::fetchDeviceConfig] -
Device Config: <device xsi:type="axl:XIPPhone" ctiid="27" uuid="{d7229fba-b704-d4c5-13f3-a726295aafee}">
<fullConfig>true</fullConfig>
<callManager>
<name>ccmpub10.ciscoclass.com</name>
<description>ccmpub10</description>
…
</mgcpPorts>
</ports>
<processNodeName>ccmpub10.ciscoclass.com</processNodeName>
</callManager>
Set Directory Number
2018-01-19 12:22:44,204 DEBUG [0x000074fc] [c\src\callcontrol\PhoneInfoImpl.cpp(598)] [csf.ecc] [csf::ecc::PhoneInfoImpl::setLineDNs] -

setLineDNs - name : CSFMOHTA, lineDNs : 2004
Retrieve the Application and Directory lookup rules
2018-01-19 12:22:44,205 DEBUG [0x000074fc] [s\telephonyservice\ECCHttpHelper.cpp(47)] [jcf.tel.ecc.http]

[CSFUnified::ECCHttpHelper::doGet] - doGet() request [ http://ccmpub10.ciscoclass.com:6970/CUPC/AppDialRules.xml
2018-01-19 12:22:44,416 DEBUG [0x000074fc] [s\telephonyservice\ECCHttpHelper.cpp(47)] [jcf.tel.ecc.http]

[CSFUnified::ECCHttpHelper::doGet] - doGet() request [ http://ccmpub10.ciscoclass.com:6970/CUPC/DirLookupDialRules.xml
SIP Signaling
2018-01-19 12:22:45,887 DEBUG [0x00006258] [p\sipcc\core\sipstack\ccsip_debug.c(326)] [csf.sip-call-control] [platform_print_sip_msg]
- sipio-sent---> REGISTER
sip:ccmpub10.ciscoclass.com SIP/2.0
Via: SIP/2.0/TCP 10.106.105.164:26545;branch=z9hG4bK00000c9b
From: <sip:2004@ccmpub10.ciscoclass.com>;tag=005056ad176502df00004fa2-00004912
To: <sip:2004@ccmpub10.ciscoclass.com>
Call-ID: 005056ad-17650027-00004471-00007aea@10.106.105.164
Max-Forwards: 70
Date: Fri, 19 Jan 2018 06:52:45 GMT
CSeq: 785 REGISTER
User-Agent: Cisco-CSF
Content-Length: 0
Expires: 3600

- sipio-recv<--- SIP/2.0 100 Trying
Via: SIP/2.0/TCP 10.106.105.164:26545;branch=z9hG4bK00000c9b
To: <sip:2004@ccmpub10.ciscoclass.com>
Date: Fri, 19 Jan 2018 06:52:45 GMT
Call-ID: 005056ad-17650027-00004471-00007aea@10.106.105.164
CSeq: 785 REGISTER
Content-Length: 0

- sipio-recv<--- SIP/2.0 200 OK
To: <sip:2004@ccmpub10.ciscoclass.com>;tag=2011456973
Date: Fri, 19 Jan 2018 06:52:45 GMT
Call-ID: 005056ad-17650027-00004471-00007aea@10.106.105.164
Server: Cisco-CUCM10.5
CSeq: 785 REGISTER
Expires: 120
Content-Length: 0
Troubleshooting
Softphone
q Jabber Problem Report
• Sign out and exit the Jabber application
• Delete all the existing logs located at,
C:\Users\username\AppData\Local\Cisco\Unified
•
Communications\Jabber\
C:\Users\username\AppData\Roaming\Cisco\Unified
•
Logs to collect
• Restart Jabber
• collect the Problem report
• (From Jabber Help menu, select "Report a problem"

option to launch problem reporting tool and follow
instructions. )
q ‘Call Manager’ Service traces from CUCM in

“DETAILED” level
Keywords to check in PRT
csf::ecc::Authenticator::authenticate To check the Authentication process with CUCM
CSFUnified::ECCHttpHelper::doGet To list HTTP request going to CUCM for retrieving

user devices list , device config , Appdial/Dirlookup
rules
csf::ecc::AbstractDeviceListRetriever::getXmlDoc To view the User device list
csf::ecc::ServicesManager::fetchDeviceConfig To view Download of Device Config
parseConfigAndApplySettings To Verify if the Device config Parsing was

successful
Sipio To view SIP signaling
serverType [CucmSoftphone] To check the status of Phones services
Common Issues
Symptoms Solution
Softphone mode fails to start up. The following error can be CUCM hostname/FQDN (This information is found from
seen in the logs: System-àServer in CUCM) is not resolvable from client PC.
Timed out waiting for SIPCC Service to start
This happens when there has been a recent change in Call

Jabber fails to register as Softphone after enabling security on Manager certificates. In order to fix this we need to run the
CUCM cluster in mixed mode following command in CLI
2014-01-16 12:55:12,071 ERROR [0x00000dd0] utils ctl update CTLFile

[control\CallControlManagerImpl.cpp(2332)] [csf.ecc.api]
[ecc::CallControlManagerImpl::connect] - connect() failed - doConnect() returned
error : eCTLResetRequired Note: We need to restart Cisco Call Manager and TFTP
services on all nodes post this step
Connection Issues • Check if ports 8443 ,5060,6970/6972 are open

• Verify that CUCM Servers are reachable and resolvable
from the client PC
Tip : Run Wireshark on the client PC to detect Connection

problems
The “End User” must belong to the following Permissions
Groups:
•Standard CCM End Users
•Standard CTI Enabled
(In CUCM admin, User Management → End User →

Permissions Information → Add to User Group)
You must NOT add the following Permission Group:

•Standard CTI Secure Connection
Desk phone To CTI-control an RT phone, the user must also join the
Configuration Permissions Group:

•Standard CTI Allow Control of Phones supporting
Connected Xfer and conf
The device must have the following Option selected:
•Allow Control of Device from CTI
(In CUCM admin, Device → Phone → “Allow Control of Device

from CTI” checkbox)
© 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Public
Deskphone Registration Flow
5
6
7
Troubleshooting
Deskphone
q Jabber Problem Report
• Sign out and exit the Jabber application
• Delete all the existing logs located at,
C:\Users\username\AppData\Local\Cisco\Unified
•
C:\Users\username\AppData\Roaming\Cisco\Unified
•
Logs to collect
• Restart Jabber
• collect the Problem report
• (From Jabber Help menu, select "Report a problem"

option to launch problem reporting tool and follow
instructions. )
q ‘CTI Manager’ Service traces from CUCM in

“DETAILED” level
Keywords to check in PRT
Succeed., To List CTI Message request sent to CUCM
Received, To List CTI Message response received from CUCM
DeskPhoneConnectionContext:: To List Jabber actions on the CTI response received
SERVICE_START_RESULT: To see the result of Registration process
deskphoneprovider\DP To list all log lines related to Deskphone
CtiConnection: To see the CTI connection process to CUCM
serverType [CucmDeskphone] To check the status of Phones services
CTI Messages in PRT
SEQ LOGS
1 2018-01-22 16:17:24,632 DEBUG [0x00006508] [c\deskphoneprovider\DPProvider.cpp(1063)] [csf.ecc] [CDPProvider::SendRequest] - [id=170] SendRequest Succeed.,
pdunames[msg.msgID]=PROVIDER_INIT_REQUEST, msg.sequenceNumber=1
2018-01-22 16:17:24,634 DEBUG [0x00006508] [c\deskphoneprovider\DPProvider.cpp(1342)] [csf.ecc] [CDPProvider::DispatchTheMessage] - [id=170] Received ,
pdunames[nPduNum]=PROVIDER_INIT_RESPONSE, seqNum=1
2* 2018-01-22 16:17:24,642 DEBUG [0x00006508] [c\deskphoneprovider\DPProvider.cpp(1063)] [csf.ecc] [CDPProvider::SendRequest] - [id=170] SendRequest Succeed.,
pdunames[msg.msgID]=PROVIDER_OPEN_REQUEST, msg.sequenceNumber=2
pdunames[nPduNum]=PROVIDER_OPEN_RESPONSE, seqNum=2
pdunames[msg.msgID]=PROVIDER_GET_ALL_DEVICES_AND_LINES_REQUEST, msg.sequenceNumber=3
pdunames[nPduNum]=PROVIDER_GET_ALL_DEVICES_AND_LINES_RESPONSE, seqNum=3
pdunames[msg.msgID]=DEVICE_OPEN_REQUEST, msg.sequenceNumber=4
pdunames[nPduNum]=DEVICE_OPEN_RESPONSE, seqNum=4
pdunames[msg.msgID]=LINE_OPEN_REQUEST, msg.sequenceNumber=5
pdunames[nPduNum]=LINE_OPEN_RESPONSE, seqNum=5
pdunames[msg.msgID]=LINE_GET_INFO_REQUEST, msg.sequenceNumber=6
pdunames[nPduNum]=LINE_GET_INFO_RESPONSE, seqNum=6
7 2018-01-22 16:17:27,114 DEBUG [0x00006508] [c\deskphoneprovider\DPProvider.cpp(1342)] [csf.ecc] [CDPProvider::DispatchTheMessage] - [id=170] Received ,

pdunames[nPduNum]=PROVIDER_PICKUP_NOTIFICATION_REGISTER_RESPONSE, seqNum=7
2018-01-22 16:17:27,112 DEBUG [0x00006508] [c\deskphoneprovider\DPProvider.cpp(1063)] [csf.ecc] [CDPProvider::SendRequest] - [id=170] SendRequest Succeed.,
pdunames[msg.msgID]=PROVIDER_PICKUP_NOTIFICATION_REGISTER_REQUEST, msg.sequenceNumber=7
CTI Manager logs
SEQ LOGS
1 02840523.002 |16:15:36.095 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI ProviderInitRequest ( seq#=1 ProviderName = UCProvider
QbeClientVersion = 1.0 PluginName = Cisco JTAPI ApplicationName = Shibui
02840524.003 |16:15:36.095 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderInitResponse (seq#=1) mCMVersion = 10.5.2.14901-1.i386
mPluginVersion = Unknown mPluginLocation = Unknown mProviderId = 16777229 mNonce = 4c54645d-f036-48ac-9ac7-8fdb1be2f74c mCCMCertificateLength = 975
2 02840526.002 |16:15:36.100 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI ProviderOpenRequest ( seq#=2 provider=UCProvider

login=ambabu heartbeat=60 timer=10 priority=0 lightWeightProviderOpen=0 AuthType=0 RequestOldFetch=0 EncryptedSSODataSize=0)
02840527.004 |16:15:36.100 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderOpenResponse (seq#=2) provider id=16777229 FIPSMode = 0
02840553.007 |16:15:36.313 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderOpenCompletedEvent (seq#=2) provider id=16777229
dscpForCTI2Apps =96 EnableIpv6 =0 autoCallPickupEnabled =0 LoginUserID = NoOfDaysPwdToExp =4294967295 TotalControllableDevices =1 ClusterId =Cluster1
3 02840559.002 |16:15:36.321 |AppInfo

02840560.003 |16:15:36.321 |AppInfo
|[CTI-APP] [CTIHandler::processIncomingMessage] CTI ProviderGetAllDevicesAndLinesRequest ( seq#=3 )
|[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderGetAllDevicesAndLinesResponse ( seq#=3 result=0 )
02840566.005 |16:15:36.361 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderDeviceLineInfoEvent ( DName=SEPD0C282D07393 CtrlBits=1)
02840567.003 |16:15:36.361 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderGetAllDevicesAndLinesCompletedEvent ( seq#=3 result=0)
4 02840569.002 |16:15:36.365 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI DeviceOpenRequest ( seq#=4 device name=SEPD0C282D07393
softkeys AppID=1234)
02840572.003 |16:15:36.371 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI DeviceOpenResponse ( seq#=4 result=0 DH=1|10
deviceName=SEPD0C282D07393 deviceType=493 deviceId=10 registrationAllowed=0 deviceLocale=1 protocol=2 deviceRestricted=0 altScript= Rollover=0 BIB=0
DNDOption=0 IpAddrMode=0 supportsFeat=1 Visiting=0)
5 02840580.002 |16:15:36.373 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI LineOpenRequest ( seq#=5 AutoAccept=0 Partition=)
02840583.003 |16:15:36.403 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI LineOpenResponse ( seq#=5 result=0 LH=1|10 AutoAccept=0)
02840594.003 |16:15:36.445 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI LineInServiceEvent ( LH=1|10 DBintercomSpeeddialDN= SDDN=
SDName= SDUnicodeName= CurrentintercomSpeeddialDN= SDDN= SDName= SDUnicodeName= overrideIntercomSpeeddialFlag=0)
02840596.003 |16:15:36.457 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI DeviceInServiceEvent ( DH=1|10 ) Encoding Type=3 Device locale=1
Alt Script= DNDStatus=0 DNDOption=0)
6 02840598.002 |16:15:36.457 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI LineGetInfoRequest ( seq#=6 LH=1|10)

02840606.003 |16:15:36.512 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI LineGetInfoResponse ( seq#=6 result=0 LH=1|10 canBlindTransfer=1
canCompleteCall=0 canConference=1 canForward=1 canHold=1 canPark=1 canTransfer=1 numActiveCalls=0 maxActiveCalls=1 numCallsOnHold=0 maxCallsOnHold=4
numHoldPending=0 maxHoldPending=3 msgWaitingLampMode=1 devName= lineDir=2004 numCalls=0 numFwdInfo=3 numParkedCalls=0 linePartition=)
7 02840610.003 |16:15:38.861 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI ProviderPickupNotificationRegisterRequest ( seq#=7 )

02840611.003 |16:15:38.861 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderPickupNotificationRegisterResponse ( seq#=7
result=2362179764 )
UNREGISTER
02840703.002 |16:15:50.756 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI ProviderPickupNotificationUnRegisterRequest ( seq#=8 )
02840704.003 |16:15:50.756 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderPickupNotificationUnRegisterResponse ( seq#=8 result=2362179764
)
02840706.002 |16:15:50.758 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI LineCloseRequest ( seq#=9 LH=1|10)
02840709.003 |16:15:50.758 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI LineCloseResponse ( seq#=9 result=0 LH=1|10)
02840718.003 |16:15:50.759 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderClosedEvent ( reason=2)
02840725.002 |16:15:50.759 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI DeviceCloseRequest ( seq#=10 DH=1|10)
02840728.002 |16:15:50.759 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI ProviderCloseRequest ( seq#=11 )
02840750.003 |16:15:51.028 |AppInfo |[CTI-APP] [CTIHandler::OutputCtiMessage ] CTI ProviderCloseResponse ( seq#=11 result=0 )
Common Issues
SERVICE_START_RESULT: Log snippet Cause
eDeviceRegAuthenticationFailure ProviderOpen failed: reason: 0x8ccc0060, Directory Authentication of jabber user via CTI with LDAP
login failed - authentication failed has failed
eDeviceRegAuthenticationFailure ProviderOpen failed: reason: 0x8ccc005f, Directory End user not in Standard CTI Enabled Group
login failed - User not present in Standard CTI Users
group
eDeviceRegCouldNotConnect ProviderOpen failed: reason: 0x8ccc00d1, User End user is in Standard CTI Secure Connection
connected on an invalid port Group and needs to be removed
eDeviceRegCouldNotOpenDevice Provider Open Device failed: reason 0x8ccc00d2, Verify if the Deskphone is CTI enabled
CTIERR_DEVICE_RESTRICTED
eDeviceRegCouldNotConnect Open response timeout The response from CUCM for

PROVIDER_OPEN_REQUEST is timing out either
due to LDAP authentication delay or DB issue on
CUCM
eDeviceRegCouldNotConnect [SocketWorkItem::run] - CtiConnection: Connect failed! CTI Manager(CUCM) hostname/FQDN is not
resolvable from client PC
or
Firewall is blocking port 2748
Failure Response, result=0x8ccc00f0, User not User is trying to control an RT phone but is not in
eDeviceRegCouldNotOpenDevice configured to access device that supports Connected the user group Standard CTI Allow Control of
Transfer and Conference feature Phones supporting Connected Xfer and conf
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Troubleshooting Cisco Jabber

Agenda • Jabber Desk phone Configuration

Retrieve User Download App/Dir

Retrieve User Download Device

2018-01-19 12:22:26,226 DEBUG [0x00000dbc] [ces\impl\ucm-config\UdsProvider.cpp(819)] [csf.config] [csf::ucm90::UdsProvider::doHomeUdsQuery] -

2018-01-19 12:22:26,483 DEBUG [0x00000dbc] [l\ucm-config\uds\HomeUds100Query.cpp(91)] [csf.config] [csf::ucm90::HomeUds100Query::run] - XML

2018-01-19 12:22:43,772 DEBUG [0x00003450] [s\telephonyservice\ECCHttpHelper.cpp(47)] [jcf.tel.ecc.http] [CSFUnified::ECCHttpHelper::doGet] -

2018-01-19 12:22:43,972 DEBUG [0x00003450] [fig\AbstractDeviceListRetriever.cpp(285)] [csf.ecc] [csf::ecc::AbstractDeviceListRetriever::getXmlDoc] -

2018-01-19 12:22:44,127 DEBUG [0x00003450] [c\src\callcontrol\PhoneInfoImpl.cpp(718)] [csf.ecc] [csf::ecc::PhoneInfoImpl::setUdsUri] - setUdsUri() -

2018-01-19 12:22:44,128 DEBUG [0x00003450] [c\src\callcontrol\PhoneInfoImpl.cpp(718)] [csf.ecc] [csf::ecc::PhoneInfoImpl::setUdsUri] - setUdsUri() -

2018-01-19 12:22:44,177 DEBUG [0x000074fc] [s\telephonyservice\ECCHttpHelper.cpp(47)] [jcf.tel.ecc.http] [CSFUnified::ECCHttpHelper::doGet] -

2018-01-19 12:22:44,203 DEBUG [0x000074fc] [src\callcontrol\ServicesManager.cpp(769)] [csf.ecc] [csf::ecc::ServicesManager::fetchDeviceConfig] -

2018-01-19 12:22:44,204 DEBUG [0x000074fc] [c\src\callcontrol\PhoneInfoImpl.cpp(598)] [csf.ecc] [csf::ecc::PhoneInfoImpl::setLineDNs] -

Retrieve the Application and Directory lookup rules

2018-01-19 12:22:44,205 DEBUG [0x000074fc] [s\telephonyservice\ECCHttpHelper.cpp(47)] [jcf.tel.ecc.http]

2018-01-19 12:22:44,416 DEBUG [0x000074fc] [s\telephonyservice\ECCHttpHelper.cpp(47)] [jcf.tel.ecc.http]

2018-01-19 12:22:45,888 DEBUG [0x00006258] [p\sipcc\core\sipstack\ccsip_debug.c(326)] [csf.sip-call-control] [platform_print_sip_msg]

2018-01-19 12:22:45,889 DEBUG [0x00006258] [p\sipcc\core\sipstack\ccsip_debug.c(326)] [csf.sip-call-control] [platform_print_sip_msg]

• Sign out and exit the Jabber application

• Delete all the existing logs located at,

• collect the Problem report

• (From Jabber Help menu, select "Report a problem"

q ‘Call Manager’ Service traces from CUCM in

csf::ecc::Authenticator::authenticate To check the Authentication process with CUCM

CSFUnified::ECCHttpHelper::doGet To list HTTP request going to CUCM for retrieving

csf::ecc::ServicesManager::fetchDeviceConfig To view Download of Device Config

parseConfigAndApplySettings To Verify if the Device config Parsing was

serverType [CucmSoftphone] To check the status of Phones services

Timed out waiting for SIPCC Service to start

This happens when there has been a recent change in Call

2014-01-16 12:55:12,071 ERROR [0x00000dd0] utils ctl update CTLFile

Connection Issues • Check if ports 8443 ,5060,6970/6972 are open

Tip : Run Wireshark on the client PC to detect Connection

(In CUCM admin, User Management → End User →

You must NOT add the following Permission Group:

Configuration Permissions Group:

The device must have the following Option selected:

•Allow Control of Device from CTI

(In CUCM admin, Device → Phone → “Allow Control of Device

• Sign out and exit the Jabber application

• Delete all the existing logs located at,

• collect the Problem report

• (From Jabber Help menu, select "Report a problem"

q ‘CTI Manager’ Service traces from CUCM in

Succeed., To List CTI Message request sent to CUCM

Received, To List CTI Message response received from CUCM

DeskPhoneConnectionContext:: To List Jabber actions on the CTI response received

SERVICE_START_RESULT: To see the result of Registration process

deskphoneprovider\DP To list all log lines related to Deskphone

CtiConnection: To see the CTI connection process to CUCM

serverType [CucmDeskphone] To check the status of Phones services

7 2018-01-22 16:17:27,114 DEBUG [0x00006508] [c\deskphoneprovider\DPProvider.cpp(1342)] [csf.ecc] [CDPProvider::DispatchTheMessage] - [id=170] Received ,

2 02840526.002 |16:15:36.100 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI ProviderOpenRequest ( seq#=2 provider=UCProvider

3 02840559.002 |16:15:36.321 |AppInfo

6 02840598.002 |16:15:36.457 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI LineGetInfoRequest ( seq#=6 LH=1|10)

7 02840610.003 |16:15:38.861 |AppInfo |[CTI-APP] [CTIHandler::processIncomingMessage] CTI ProviderPickupNotificationRegisterRequest ( seq#=7 )

eDeviceRegCouldNotConnect Open response timeout The response from CUCM for

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