Cisco Unified Communications Manager 5.x/6.x/7.x : Extension Mobility Error Message

Document ID: 109704

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Error: "Device does not exist"
      Solution 1
      Solution 2
Error: "Update failed"
      Solution
201 Authentication Error
      Solution
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Related Information

Introduction

This document provides information to help you troubleshoot the Extension Mobility error messages, a feature of Cisco Unified Communications Manager that allows Cisco Unified Communications Manager users to login to an IP phone and get their personal profile applied, regardless of the device and physical location that they are using.

The Cisco Extension Mobility feature of Cisco Unified Communications Manager allows users to temporarily access their IP Phone configuration, such as line appearances, services, Message Waiting Indicator (MWI) information and speed dials present on the phone from other IP Phones, that reside on some other location.

Prerequisites

Requirements

Cisco recommends that you have knowledge of Cisco Unified Communications Manager 5.x/6.x/7.x.

Components Used

The information in this document is based on the Cisco Unified Communications Manager 5.x/6.x/7.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.

Conventions

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

Error: "Device does not exist"

When the user tries to login to the Cisco IP phone in order to get the configured user profile information from Cisco Unified Communications Manager, this error message is received:

LoginService: Dev: SEP<IP Phone MAC Address>- Error# 11-Policy Violation: 
Device does not exist: Device, 'SEP<IP Phone MAC Address>' does not exist

Or:

Extension Mobility Error [11] "Device does not exist"

Solution 1

This issue can occur due to these reasons:

Incorrect Extension Mobility Services URL
The IP phone is not subscribed for the Extension Mobility Services

Complete these steps in order to resolve this issue:

Choose Device > Device Settings > Phone Services from Cisco Unified Communications Manager Administration.

The Find and List IP Phone Services window appears.
Select the IP Phone service that you are using for Extension Mobility.

The IP Phone Services Configuration window appears.
Ensure that the Service URL* field entry matches this format of URL:
```
http://<IP Address of Extension Mobility server>:8080/emapp/
EMAppServlet?device=#DEVICENAME#
```
Correct the URL and save the service if it is not correct.

Solution 2

Complete this procedure in order to ensure that the IP phone is enabled with Extension Mobility service and is subscribed to the Extension Mobility service:

Choose Device > Phone from Cisco Unified Communications Manager Administration.

The Find and List Phones window appears.
Select the phone that you want to verify if it is subscribed to the Extension Mobility service.

The Phone Configuration window appears.
Go to the Extension Information section of this Configuration window. Make sure the Enable Extension Mobility check box is selected. If not selected, select the check box to enable Extension Mobility for this phone.
On the top right of the Phone Configuration Page, choose Subscribe/Unsubscribe Services from the Related Links drop down menu.

This opens the Subscribed Cisco IP Phone Services window. Here you can ensure that the phone is subscribed to the Extension Mobililty service.

Error: "Update failed"

While configuring Extension Mobility, this error message is received:

Update failed. One of the required fields on the page has
the same value as an entry that already exists in the database. Please check the
corresponding Find List page to verify your entry does not exist.

Solution

Complete these steps in order to resolve this issue:

Delete the impacted phone from the database using CLI with this command:
```
run sql delete from device where name = 'SEPXXXXXXXXXXXX'
```
Note: SEPXXXXXXXXXXXX will be the Name of the phone.
Add it again in Cisco CallManager using the administrator web page.
Configure Extension mobility again.

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