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CX700 Login and Update Challenges RRS feed

  • Question

  • Here's the setup...

    OCS 2007 R2 Pool: ocspool.intDomain.com

    SIP domain: extDomain.com

    DNS Records:

    A Record - ocspool.intDomain.com

    A Record - ucupdates-r2.intDomain.com (points to pool IP)

    DNS Zone (on intDomain DNS): _ntp._udp.extDomain.com

    SRV Record: _ntp._udp.extDomain.com / port 123 / pointing to A Record of time server

    Root CA published

    When I plug in the CX700; I put in my credentials, it acquires and address, downloads the certificate, and says "Authentication completed.  Retrieving user settings..." and hangs for a while before rebooting and doing it all again.

    I have changed the default setting in the Client Version Filter to allow OCPhone edition to login with any version.  I have also uploaded 2 update versions to the Device Update Service.  (3.5.6907.82 & 1.0.522.101) 

    3.5.6907.82 is Approved and 1.0.522.101 is Pending.  I have listed the CX700 in Test Devices using the MAC address.

    I have verified the DeviceUpdateFiles_Ext and DeviceUpdateFiles_Int URLs are in place.  However, I do get an error "HTTP Error 403.14 - Forbidden" when I browse them..

    When I browse to the UpdateFiles directory, I see the updates.  In the Logs\Server\Audit\imageUpdates directory the logfile shows the connection from the phone to the Int url requesting the 1.0.522.101/CPE/CPE.nbt file.

    The CX700 shows the version as 1.0.522.34 (1.23) with a Last Update Status of 0x0/200.

    Any ideas?

     


    Unified Communications Consultant
    Thursday, March 25, 2010 1:34 AM

Answers

  • It was the load balancer.  After grabbing a capture of the traffic from the phone I noticed it was trying to connect to ocspool.intDomain.com and was being reset.  I changed the DNS A record to point to one of the front-end servers and tried again and it updated successfully.

    Interesting to note that there is no documentation, that I am aware of, that defines a requirement for a port 80 VIP for the pool in a load balanced environment.

    Thanks Chris.  I do appreciate the response.

    Sean Murphy


    Unified Communications Consultant
    Friday, March 26, 2010 10:16 PM

All replies

  • The phone will need upgrading before it will connect.

    There is an excellent article on getting the phones updated here:

    http://blogs.technet.com/ucspotting/archive/2009/03/11/troubleshooting-ocs-2007-r2-device-update-service-for-communicator-phone-edition.aspx


    Chris Clark - | MCTS:OCS | MCSE | MCSA | CCNA
    Thursday, March 25, 2010 7:53 PM
  • Thanks Chris,

    I've read that article and followed those steps prior to posting this issue.  I thought I had everything in place which is why I provided all the detail, but obviously something is missing.  Just hoping someone with experience can point me in the right direction.


    Unified Communications Consultant
    Thursday, March 25, 2010 10:14 PM
  • Further troubleshooting reveals that I am unable to connect to: http://ocspool.intDomain.com/DeviceUpdateFiles_int/UCPhone/Polycom/CX700/A/ENU/3.5.6907.82/CPE/CPE.nbt

    However, I am able to connect to: http://ocsFEserver.intDomain.com/DeviceUpdateFiles_int/UCPhone/Polycom/CX700/A/ENU/3.5.6907.82/CPE/CPE.nbt

    Is it because my load balancer is not configured with a port 80 VIP?

    Thanks...


    Unified Communications Consultant
    Thursday, March 25, 2010 10:45 PM
  • More info...

    Following an unsuccessful login/update, if I cancel the sign in I get see the update status 0x0/200.  However, if I do a hard reset and don't login, I get a 0x2efd status.. This indicates the attempt to connect to the server failed, but what server?


    Unified Communications Consultant
    Friday, March 26, 2010 1:05 AM
  • I've not tried updating through a load balancer but you should not need to add port 80.

    What do the IIS logs show is happening these are usually the most useful logs.

    Also it can take a couple of minutes to update have you left them long enough and if it is doing multiple updates you may need to reboot between updates.

    I've never had to do it but it is also suggested that you may need to do a hard reset of the device before updating to clear all the old settings.


    Chris Clark - | MCTS:OCS | MCSE | MCSA | CCNA
    Friday, March 26, 2010 10:35 AM
  • It was the load balancer.  After grabbing a capture of the traffic from the phone I noticed it was trying to connect to ocspool.intDomain.com and was being reset.  I changed the DNS A record to point to one of the front-end servers and tried again and it updated successfully.

    Interesting to note that there is no documentation, that I am aware of, that defines a requirement for a port 80 VIP for the pool in a load balanced environment.

    Thanks Chris.  I do appreciate the response.

    Sean Murphy


    Unified Communications Consultant
    Friday, March 26, 2010 10:16 PM
  • It is interesting, as you say I haven't seen any requirement for port 80. However it should work with the pool vip as the the update are made available at the pool level not the server level. The only thing I can think of is for some reason it is not using https on that build, although anything from 1.0.380.x should use https. The only logs I have are from a 1.0.199.x and that uses http. You could check the internalupdatesdownloadurl is set to https. You can check this using wbemtest details are on http://blogs.technet.com/ucspotting/archive/2009/05/23/3244869.aspx for the external urls but you can check the internals using the same process. What would be interesting is to see when the next update come out that it uses https and not http.

    Having said that unless you have a large number of phones to update there is no need for load balancing.


    Chris Clark - | MCTS:OCS | MCSE | MCSA | CCNA
    Saturday, March 27, 2010 10:32 AM
  • Now that I've updated the CX700, I've moved on to new Roundtable (CX5000) devices.  As I was doing some research, I stumbled upon this article which discusses this topic specifically.

    http://blogs.technet.com/greganth/archive/2009/05/18/ocs-2007-r2-device-update-unable-to-update-communicator-phone-edition.aspx

    Thanks to Greg Anthony for posting this.  I only wish I had found it sooner.


    Unified Communications Consultant
    Tuesday, March 30, 2010 7:57 PM
  • It is basically saying what I said on the Mar 27 which is to check the internal updates URLs using wbemtest. It is useful to have the exact details though with the screen dumps.

    Good luck with the roundtable.


    Chris Clark - | MCTS:OCS | MCSE | MCSA | CCNA
    Wednesday, March 31, 2010 9:55 AM