Well known CallManager (CUCM) ExtensionMobility (EM) error codes

Extension Mobility (Hoteling) is a feature that allows you to log in to a phone and have the phone configuration available to you. Line appearances, speed dials, services, and message waiting indicator (MWI) information are present on the phone upon log in, as if the phone is assigned to the user. Extension Mobility also supports the configuration of Cisco 7914/7915/7916/8800 key expansion modules, if present on the phone device you are logged into.

Below is an overview of the well know error codes or issues for ExtensionMobility within Cisco Unified Communications Manager (CUCM) or CallManager.

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Phone Services Unavailable After Logout
Problem: After a user logs out and the phone reverts to the default device profile, the phone services are no longer available.
Solution: Verify that the Synchronization Between Auto Device Profile and Phone Configuration enterprise parameter is set to True.
Subscribe the phone to the Cisco Extension Mobility service.

Phone Services Unavailable After Login
Problem: After logging in, the user finds that the phone services are not available.
Possible Cause: This problem occurs because the user profile had no services associated with it when it was loaded on the phone.
Solution: Ensure that the user profile includes the Cisco Extension Mobility service.

Change the configuration of the phone where the user is logged in to include Cisco Extension Mobility. After the phone is updated, the user can access the phone services.

Phone Resets
Problem: After users log in or log out, their phones reset instead of restarting.
Possible Cause: Locale change is the probable cause of the reset.
Solution: No action is required. If the user locale that is associated with the logged-in user or profile is not the same as the locale or device, after a successful login the phone will restart and then reset. This pattern occurs because the phone configuration file is rebuilt.

Host Not Found
Problem: The “Host Not Found” error message appears on the phone.
Solution: Check that the Cisco Tomcat service is running by selecting Tools > Control Center—Network Services in CIsco Unified Serviceability.

Extension Mobility Performance During Upgrade
Problem: Extension Mobility (EM) login performance during Publisher switch version after the upgrade.
Solution: If Extension Mobility (EM) users are logged in during the switch version upgrade of Unified Communications Manager Publisher, and if the Publisher is inactive, EM login data is lost during the switch version and EM profiles are logged out.

EM Service Connection Error
Problem: “Error 207 EM Service Connection Error” appears on the phone.
Solution: Verify that the Cisco Extension Mobility service is running by selecting Tools > Control Center—Feature in Cisco Unified Serviceability

Dev Logon Disabled
Problem: “Error 22 Dev Logon Disabled” appears on the phone.
Solution: Verify that you checked the Enable Extension Mobility check box in the Phone Configuration window (Device > Phone).

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

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Error: “Host not found” in IP Phone.
Problem: The IP phone displays the “Host not found” error when the Services button is pressed.
Solution: Choose System > Enterprise Parameters. Check the URL services, and if it is set to the CallManager Server name, replace the CallManager Server name with the IP address as shown in this example.
Example: http://10.10.10.1/CCMCIP/getservicesmenu.asp , where 10.10.10.1 is the Cisco CallManager IP address. Stop/start the TFTP, Internet Information Server (IIS), and Computer Telephony Integration (CTI) services and reboot the phones for the change to take affect.

After a login or logout is performed, the phone resets instead of restarting.
Problem: The phone uses DNS to resolve the Cisco CallManager name.
Solution: Change System > Server name to an IP address. Reset the phone and try the login/logout procedure again.

Error: “Login is unavailable (1) / Logout is unavailable (1)” returned on login/logout.
When you launch the Extension Mobility (EM) service on the IP phone, this error message appears:: Login is unavailable(1) / Logout is unavailable(1)
Problem: Occurs when EM Service could not parse the XML request from EMApp/EMservice Or Because of mismatch in versions between home and visiting CUCM versions.
Solution: fix EMCC version mismatch issues. Make sure the ExtensionMobility Tomcat services is running a valid certificate, this error may be caused by an invalid or old certificate.

Users are unable to log in to Extension Mobility and receive the Error: “login unsuccessful error: (3)” or Error: “(10)” or Error: “(2)” after installing the Active Directory plug-in.
Problem: The Extension Mobility phone login is unsuccessful with the Active Directory because the Password field for all of the application users in the registry is empty.
Solution: Complete these steps to resolve this issue:
1. Select Start > Run, type regedit, and click OK.
2. Check the registry entry for Cisco CallManager Extension Mobility located at
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems Inc.\Directory Configuration\AppUsers\CCMSysUser.
3. Make sure that an entry exists for the Password field, and that the userID is CCMSysUser. If this entry is not there or the entry is wrong, a problem exists with the installation. You can now reset or add a password for this user. Complete these steps to change the CCMSysUser password.
a. Go to C:\dcdsrvr\bin and execute the CCMPWDChanger.exe application.
b. Specify your Active Directory password. At this point you can choose to change the userID (in this case, CCMSysUser) and set a password for this user.
c. Restart the IIS Admin service and the Cisco Tomcat service from Start > Programs > Administrative Tools > Services.
If this procedure does not resolve the issue, you might need to uninstall and reinstall the Active Directory plugin. Refer to
the Active Directory 2000 Plugin Installation for Cisco CallManager for more information on how to install the Active
Directory plugin.
Note: If the issue started to occur after a Cisco CallManager upgrade, refer to Cisco bug ID CSCdz60740 (registered
customers only).

Error: “XML Error Parse Error (4)” is returned when selecting the login service.
Problem: The form.jsp downloaded includes HTTP header information.
Solution: Check that the URL that is configured for Cisco Extension Mobility is correct and there should be no space in between.

Error: “Database error (6)”.
Solution: Check whether a large number of requests exists. If large number of requests exists, the Requests In Progress counter in the Extension Mobility object counter specifies a high value. If the requests are rejected due to large number of concurrent requests, the Requests Throttled counter also specifies a high value.

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 Mobility
service 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 plugin again. For more information on the Active Directory installation, refer to Active
Directory 2000 Plugin Installation for Cisco CallManager.
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 Mobility page. If not, update users with device profiles for Extension Mobility login.

Error: “Login unsuccessful (6)”.
Problem—When the Extension Mobility (EM) service was launched on the IP phone, the IP phone displays: Login unsuccessful Error:[6]. The issue is only in the Publisher.
Solution—Error 6 indicates an error when communicating with the database. Complete these steps in order to resolve the issue.
1. Make sure the C:\dcdsrvr\DirectoryConfiguration.ini file is populated and that this file is identical on all the Cisco CallManager servers in the cluster. If this file is absent or not populated in any of the servers in the cluster, the login fails.
2. Change the UserSSL setting in the C:\dcdsrvr\DirectoryConfiguration.ini file from True to False.

Error: “Services return HTTP (8)”.
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.

Error: “Login unsuccessful (9)” 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 plugin, and Admin utility from Cisco CallManager. If the problem exists with LDAP, check that the DirUser.jar file is present.
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 User Configuration > Extension Mobility page. If not, update users with device profiles for Extension Mobility login.

Error: “Login unsuccessful (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 not entered correctly in the IP 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#

Error: “Login unsuccessful (12)”.
Problem: When logging into an IP phone enabled with Extension Mobility, the login fails and the phone displays Error[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: “Another User logged in (18)”.
Problem: 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 shown as None. When you try to delete the phone, it fails with the error Delete Failed [438] User defined Device Profile cannot be deleted if it is in use.
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 unassociate it. You are now able to delete the phone

Error: “Dev.logon disabled (22)”.
Solution: Make sure that you have chosen “Enable Extension Mobility” check box on the Phone Configuration window.

Error: “Login is unavailable (23) / Logout is unavailable (23)” returned on login/logout.
When you launch the Extension Mobility (EM) service on the IP phone, this error message appears:: Login is unavailable(23) / Logout is unavailable(23)
Problem: Occurs when entered User ID (UID) / Self-Service User ID (SP) or Primary Extension (DN) is not found in database.

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Error: “User logged in elsewhere (25)”.
Solution: Check whether the user is logged in to another phone. If multiple logins needs to be allowed, ensure the Multiple Login Behavior service parameter is set to Multiple Logins Allowed.
ALMPRO requires the service parameter to be set to Auto Logout.

Error: “Busy, please try again (26)”.
Solution: Check whether the number of concurrent login/logout requests is greater than the Maximum Concurrent requests service parameter. If so, lower the number of concurrent requests. To verify the number of concurrent login/logout requests, use Cisco Unified Communications Manager Cisco Unified Real-Time Monitoring Tool to view the Requests In Progress counter in the Extension Mobility object.

Error: “Login Unsuccessful (101)” 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 Directory replication
issues.
Solution: Add the user through the Cisco CallManager 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 CallManager servers involved in a Cisco CallManager cluster, refer to Fixing Problems with DC Directory.
Problem: The IP address for the Cisco CallManager Publisher changed.
Solution:
1. Select cisco.com > CCN > systemProfiles in DC Directory Administration.
2. Select Hoteling Profile.
3. Verify the IP address in the URL field. This should be the IP address of the Cisco CallManager publisher.

Note: Refer to Changing the IP Address for Cisco CallManager for more information on how to change the IP
address.

Problem: An error during the setup of the Extension Mobility Service Virtual Directory.
Solution: The Virtual Directory can be recreated with these steps.
1. Complete these steps to delete the existing Virtual Directory.
a. Select Start > Programs > Administrative Tools > Internet Information Services (IIS).
b. Expand PC > DefaultWebsite in the left pane.
c. Right click Login Service, and select Delete.
2. Complete these steps to clean up the directory.
a. Rename the directory C:\CiscoWebs\LoginService\ to C:\CiscoWebs\OldLoginService\.
b. Create the directory C:\CiscoWebs\LoginService\.
c. Copy these files from the C:\CiscoWebs\OldLoginService\ to the C:\CiscoWebs\LoginService\ directory.
a. Tools\ (directory and its contents)
b. login.asp
c. query.asp
d. loginSecure.asp
e. querySecure.asp
f. *.dtd
3. Complete these steps to re-create the Virtual Directory.
a. In the Internet Services Manager (opened in step 1), right-click Default Web Site, and select Virtual Directory.
b. Follow the wizard.
a. Alias: LoginService
b. Directory: Browse to C:\CiscoWebs\LoginService
c. Select Read, Run, and Execute
4. Complete these steps to configure the Virtual Directory.
a. Right-click Login Service, and select Properties.
b. Select the Virtual Directory tab.
a. Verify that Read and Log Visits are checked, no others.
b. Verify that Execute Permissions is set to Scripts and Executables.
c. Verify that Application Protection is set to Low (IIS Process).
d. Select the Documents tab, and verify that the only enabled default document is Default.asp.
e. Select the Directory Security tab and click Edit under Anonymous Access and Authentication Control.
a. Verify that Anonymous Access is the only option that is checked.
b. Click Edit under Anonymous Access.
c. Set the username to CCMEML.
d. Set the password to CCMEML.
e. Click OK.
e. Click OK.
5. Restart the IIS services.

Error: “Authentication error (201)”.
Solution: The user should check that the correct UserID and PIN were entered; the user should check with the system administrator that the UserID and PIN are correct.

Error: “Blank userid or pin (202)”.
Solution: Enter a valid userid and PIN.

Error: “User Profile Absent (205)”.
Solution: Make sure that you have associated a Device Profile to the user.

Error: “EMService Conn. error (208)”.
Solution: Verify that the Cisco Extension Mobility service is running by choosing Cisco Unified Serviceability > Tools > Control Center—Feature Services

Error: ” Login is unavailable (213)”.
Extension Mobility is configured between two clusters. However, when logging in with a remote cluster UserID, you receive this error message: Login is unavailable(213).
Note: New configuration of Extension Mobility Cross Cluster (EMCC). This error comes when the device or phone load does not support EMCC (eg. non-supported phone models,supported phone models with older phone load).It could also be the incorrect service URL and/or secure Service URL.
Solution: The Login is unavailable(213) error message can occur if the device does not support EMCC. This error is displayed when the device or phone load does not support EMCC (for example, non-supported phone models and supported phone models with an older phone load)

Error: ” HTTP error (503)”.
Solution: If you get this error when Services button is pressed, check that the Cisco Communications Manager Cisco IP Phone Services service. If you get this error when you select Extension Mobility service, check that the Cisco Extension Mobility Application service is running by choosing Cisco Unified Serviceability > Tools > Control Center—Network Services.

8945 phone does not show EM service.
Solution: Set service provisioning to default or internal. Refer Bug CSCtx70127.

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 CallManager User page or the User Device configuration page, add the desired services to the User Device table.

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 1-Line or 7940 2-Line. Ensure that a dash is used and the capitalization is correct.

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 CallManager server where Cisco CallManager Extension Mobility is installed. Make sure that the URL is correct and complete. For example, http://10.45.67.89/emapp/EMAppServlet?device=#DEVICENAME#: the URL is case-sensitive; make sure that you enter the name exactly as described.

Unable to apply the Extension Mobility feature to an IP phone and receive the error “Already logged into another phone”.
Problem: When you try to apply the Extension Mobility feature to an IP phone, the request is denied with an error that says 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 previous phone.
Solution: The best way to log out from the previous phone and log in to the new one is to change several service parameters in the Cisco CallManager Administration page as shown:
1. In the Cisco CallManager Administration window, go to Service > Service Parameters.
2. Choose the Extension Mobility service, and, in the Multiple Login Behavior box, change it to Auto 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.
Note: In order to find which IP phone the user is logged in to, go to Microsoft SQL Server > Enterprise Manager > Databases > Tables; open the table Device ,and check for the field called loginUserID. This shows the IP phone to which the user is logged into and, once you find the phone, you can also log off the user from the phone
itself.

Extension Mobility Access is Slow.
Problem: Extension Mobility Access is slow in Callmanager.
Solution: Low memory resource on the Callmanager could cause this issue. Make sure that your CallManager server meets the minimum hardware requirements when you upgrade to higher version.

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

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