Basic Tips for CUCM Troubleshoot & Verification

This thread focuses on the basic troubleshooting of those simple problems arising from install & initial setup, system configuration, daily maintenance tasks etc.

Monitoring TFTP / SFTP / FTP / Signaling events

Whenever you upload phone firmware or upgrading package through SFTP / FTP / TFTP, to verify if the uploading is in progress, you can capture relevant packets under CUCM OS CLI. This method also benefits your monitoring of signaling event on specific ports (2000 for SCCP, 1720 for H323, 1719 for GK, 5060 for SIP etc)

admin: utils network capture src <source IP addr> dest <destination IP addr> port <port number>

admin: utils network capture host <ip/arp/all …> <host ip address> port <port num>  // capture all IP packets to & from the host ip address with source or destination port equals to port num.

CUCM CLI Packet Capture

How to download captured file to local PC

  • Capture packets under CUCM CLI using command “utils network capture file <filename>…”
  • Download capture file <*.cap> through SFTP using command “file get activelog platform/cli/*.cap”

Capturing packets and Collecting <*.cap> under CUCM CLI

Traces and Logs Location under CUCM CLI

Collecting a packet capture from a Cisco IP Phone

Configure windows 7 as NTP server when install CUCM 8.x or later:

Beginning with CUCM 8.x, a working NTP server is mandatory for a successful CUCM install. The quickest and most convenient solution is to configure Windows 7 laptop as a NTP server as per below procedures: (Make sure your firewall does not block NTP UDP port 123)

  • Go to HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\W32Time\TimeProviders\ NtpServer, and set [Enabled] = 1.
  • Modify HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\W32Time\Config\ AnnounceFlags to 5
  • Restart Win32Time service through CLI: net stop w32Time & net start w32Time.

At this stage, when you issue “utils ntp status” under CUCM OS CLI, you might find that CUCM is still unsynchronized with NTP server or synchronized to local net at stratum 11. To solve that, NTP server on Windows 7 need to be customized a little bit to be recognized and synchronized by CUCM. Windows NTP server by default has dispersion of 1000 (ms), which is unacceptable from CUCM (and other Cisco UC appliances) perspective.  You need to change that to 0 (and restart Windows Time Service)

  • C:\Users\ATM>w32tm /config /LocalClockDispersion:0
  • C:\Users\ATM>net stop w32Time  and C:\Users\ATM>net start w32Time

Error code when NTP server not working for CUCM and solution for that.

Verify and Troubleshooting NTP issues on Windows OS.

Windows Official Site – Windows Time Server Tools and Settings

Check config file of specific device to confirm changes to that device take effect

Firstly, note that the configuration file (named in the format of SEP<mac>.cnf.xml or ata<mac>.cnf.xml) is created in CUCM’s RAM on a as-requested basis. When device downloads this file successfully through TFTP, it is deleted from RAM and re-created when device requests next time. When you made some changes to the configuration of one device, you find changes do not take effect after resetting the devices. In that case, you can request the config file for that specific fault device from your laptop and check if your changes are reflected in config file. If no, chances are that Databases are not synchronized throughout CUCM Cluster and a CUCM DB Replication reset might be required.

To request config file from Laptop:

C:\>tftp <tftp server IP addr> get ata001BD4C70A6F.cnf.xml, then use notepad to review its contents.

Config File Details

If tftp is not a supported command, go to Control Planel –> Programs –> Programs and Features –> Trun Windows features on or off, tick the checkbox of TFTP Client component to install it.