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:
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.
Technical Tips Conventions for more information on document
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:
Disable the EM feature on the IP phone.
Choose the user ID.
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.
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:
In CUCM Administration, choose Device >
Device Settings > Phone Services.
In the Secure-Service URL, change the port to
8443, and reset the phone for the changes to take
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
(registered customers only)
When trying to access the EM service from the IP phone, the
The connection is unavailable error message is
Make sure that the EM service is activated for the IP phone in
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.
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
(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
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.
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
As a workaround, rename the device profile so it appears in the
available window (thus, there is no need to use the Find button).
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