Cisco Unified Communications Manager (CallManager)

CUCM 8.x: Extension Mobility Error Message

Document ID: 110733

Updated: Jan 30, 2012



This document describes how to troubleshoot the mobile connect issue with extension mobility feature in Cisco Unified Communications Manager (CUCM) 8.x. In order to troubleshoot Extension Mobility (EM) issues related to earlier versions of CUCM, refer these documents:



Cisco recommends that you have knowledge of these topics:

  • CUCM Administration

  • CUCM Features

Components Used

The information in this document is based on the CUCM 8.x.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.


Refer to Cisco Technical Tips Conventions for more information on document conventions.

Error: You are not an authorized mobile connect user

When you attempt to associate the user ID with the IP phone MAC address, the device is already logged in error message appears. Also, when you press the EM softkey on the IP phone during an attempt to enable the mobile connect feature, the You are not an authorized mobile connect user error message appears.


This issue occurs when the mobile connect user ID is missing and you try to get the mobile connect feature for the extension mobility user.

Complete these steps in order to resolve this issue:

  1. Disable the EM feature on the IP phone.

  2. Choose the user ID.

  3. Re-enable EM on IP phone. This should gray out the user ID field but since there is a valid user ID, login into Mobile connect. It should not error out and there are still EM capabilities.

Error: Host Not Found

With CUCM 8.x, when trying to access the EM service, the host not found error message is received.


In order to resolve this issue, complete these steps:

  1. In CUCM Administration, choose Device > Device Settings > Phone Services.

  2. In the Secure-Service URL, change the port to 8443, and reset the phone for the changes to take effect.

Note: This issue can also occur because the Phone button service URLs (SURL) do not work when pressed for certain URLs. The workaround is to access the service from the services button on the phone. For a possible fix, refer Cisco Bug ID CSCtq18230 (registered customers only) .

Error: The connection is unavailable

When trying to access the EM service from the IP phone, the The connection is unavailable error message is received.


Make sure that the EM service is activated for the IP phone in CUCM.

505 Error

When trying to access the EM service from the IP phone, the 505 error message is received.


This issue can occur when the URL used to access the EM service from the IP Phone is invalid. Make sure to use a valid URL ( with no spaces in the URL) to access the EM service.

Error "Language resource not available" While Trying to Log In/Out from Extension Mobility

With CUCM 8.0, EM stops to work properly and end users are unable to log in or log out of EM phones. While trying to log in/log out, this error message appears on the phone display:

Language resource not available:java.util.propertyResourceBundle

This issue is documented by Cisco Bug ID CSCtc90834 (registered customers only) .


This issue occurs when the CUCM cluster is upgraded and the new version has new strings introduced in its locale files for EM. The workaround is to install the locale corresponding to the upgraded CUCM version.


With CUCM 8.0, EM end users are unable to log in to the EM phones and the 205 Integer DEV_PROF_ERROR error message is received.


This error message occurs when there is no device profile associated with the end user. In order to resolve the issue, you need to associate a device profile with the end user.

Device Profile Disappears from the CTI Controlled Device

With CUCM 8.0, the device profile disappears from the CTI controlled device if the device is added using the Find button on the available device.


As a workaround, rename the device profile so it appears in the available window (thus, there is no need to use the Find button).

Error 25

When trying to log in as a new user, Extension Mobility shows the error 25 error message.


Add the service profile to the end user in order to resolve the issue.

Related Information

Updated: Jan 30, 2012
Document ID: 110733