Contents

Introduction

Prerequisites

Requirements

Components Used

Background Information

Phone Services Not Connected Error

Broadworks Token CannotDownload

Failed Config-wxt.xml Download Sequence

Config-wxt.xml Cannot be Read or Parsed

Service Discovery Issues After Successful Config-wxt.xml Retrieval

Client Fails to Establish a SIP Connection Towards any Discovered SBCs

Related Information

Introduction

This document describes some scenarios and troubleshooting steps when Webex for Broadworks client fails to connect to partner phone services.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- Webex Error Codes

- Session Initiation Protocol (SIP)

- Session Border Controller (SBC)

- Fully Qualified Domain Name (FQDN)

Components Used

This document is not restricted to specific software and hardware versions.

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, ensure that you understand the potential impact of any command.

Background Information

Even with successful sign-ins, phone service registration can fail. Client logs usually hint at the cause. This guide covers common errors and solutions when connecting to the BWKS phone services fails.

This guide addresses only a selection of the more frequently encountered errors. It suggests ways to investigate Broadworks phone service connection issues for Webex. This guide also highlights the importance of consulting specific logs or documentation for a comprehensive understanding of all potential errors.

Note: The desktop client establishes a SIP session when you log in, while the mobile device sets up a SIP session on demand (during a call). Apart from these differences in session initiation, the desktop and mobile clients are otherwise the same and troubleshooting procedures apply equally to both.

Phone Services Not Connected Error

Phone services can be disconnected under certain conditions such as:

1. BroadWorks scope is not configured.

2. BroadWorks token cannot be downloaded.

3. Failed config-wxt.xml download sequence.

4. The config-wxt.xml cannot be read or parsed.

5. Service discovery issues after successful config-wxt.xml retrieval.

6. Client fails to establish a SIP connection towards any discovered SBC.

Broadworks Token Cannot Download

Errors seen in logs:

Error: errorCode=1502

Error 1000:1502

Http error when trying to get BWC Token from Broad Cloud, httpStatusCode:

HTTP request failed

This indicates that there there is an issue with obtaining the BroadWorks token.

This can happen for a number of reasons. Here are some points to begin investigations:

- The issue could be due to incorrect content received from the HTTP request or because the HTTP request itself was unsuccessful.

- If there is an issue with AuthService configuration.

- WAN/LAN issues

- Authentication issues

Here are example log extracts when Broadworks AuthService does not issue the token due to misconfiguration.

--- Try to retrieve the BWC token using the teams token

2024-02-02 12:02:22.498 9619 9771 D WBX_TEAMS-ucf: tid[0x261f] BroadWorksTokenManager.cpp::130 operator():BWC:SCF: Get a BWC token using the teams token endpoint

--- The /bwtoken/fetch has been sent

2024-02-02 12:02:22.501 9619 9771 D WBX_TEAMS-ucf: tid[0x261f] BroadWorksTokenManager.cpp::158 operator():BWC:SCF: Created BWC token request with ID: [Redacted]. Tracking ID=[Redacted]

...

...

2024-02-02 12:02:22.503 9619 9771 D WBX_TEAMS-ucf: tid[0x2622] HttpRequestManagerEx.cpp::1112 makeHttpRequestWithProxy:newnet: httpRestRequest: https://[Redacted]/, with TID: [Redacted]

...

...

2024-02-02 12:02:22.503 9619 9771 I WBX_TEAMS-ucf: tid[0x2622] HttpRequestManagerEx.cpp::1914 logRequest:{"id":"newnet: Making HTTP request","uri":"https://[Redacted]/","method":"GET","action":"/[Redacted]/api/v1/idp/bwtoken/fetch","defaultUrl":"https://[Redacted]/","currentUrl":"https://[Redacted]/","retryable":false,"trackingId":"[Redacted]","cancellationId":"[Redacted]"}

--- This request fails with 401

2024-02-02 12:02:24.183 9619 9771 D WBX_TEAMS-ucf: tid[0x26de] HttpRequestManagerEx.cpp::186 operator():newnet: httpRestRequest: Got HTTP Error, trackingID=[Redacted]

2024-02-02 12:02:24.183 9619 9950 I WBX_TEAMS: [[Redacted]] OkHttpEventListener.kt::215 logMetrics:{"callId":"[Redacted]f","timings":{"DNS":0,"Connect":0,"TX":0,"RX":1,"Total":385},"size":{"TX":0,"RX":127},"phaseStart":{"DNS Start":0,"Connect Start":0,"TX Start":1,"RX Start":384},"protocol":"HTTP\/2","localPort":[Redacted]}

2024-02-02 12:02:24.184 9619 9771 D WBX_TEAMS-ucf: tid[0x26de] HttpRequestManagerEx.cpp::260 operator():newnet: httpRestRequest: Processing Response, trackingID=[Redacted]

2024-02-02 12:02:24.184 9619 9771 D WBX_TEAMS-ucf: tid[0x26de] HttpRequestManagerEx.cpp::304 operator():newnet: httpRestRequest: HTTP request failed, trackingID=[Redacted]

2024-02-02 12:02:24.184 9619 9771 W WBX_TEAMS-ucf: tid[0x26de] HttpRequestManagerEx.cpp::1512 convertNotSuccessResponse:newnet: Reporting telemetry for error: 401

...

...

2024-02-02 12:02:24.184 9619 9771 D WBX_TEAMS-ucf: tid[0x26de] BroadWorksTokenManager.cpp::176 handleGetBwcTokenCallbackResponse:BWC:SCF: Response from BWC auth server: 401

2024-02-02 12:02:24.184 9619 9771 E WBX_TEAMS-ucf: tid[0x26de] BroadWorksTokenManager.cpp::206 handleGetBwcTokenCallbackResponse:BWC:SCF: Http error when trying to get BWC Token from Broad Cloud, httpStatusCode: 401

2024-02-02 12:02:24.184 9619 9771 E WBX_TEAMS-ucf: tid[0x26de] BroadWorksTokenManager.cpp::58 operator():BWC:SCF: Failed to get a new broadcloud token

In this example, AuthService returned 401 response. Other HTTP errors cause the same problem.

Failed Config-wxt.xml Download Sequence

Errors seen in logs:

errorCode=1505

error code: 1511

errorCode=1504

ConfigDownload - failed with error code:

ConfigDownload - the device profile 'Business Communicator - PC' is not found.

This indicates the confit-wxt.xml file is not retrievable by the client.

This can be caused by multiple issues. Here are some points to begin investigations:

- Confirm that the correct Identity/Profile Type exists and is applied for the user under User > Call Control > Shared Call Appearance:

- For Desktop: Business Communicator - PC.

- For Мobile: Connect - Mobile.

- For Tablet: Connect - Tablet.

- Ensure you use the relevant Device Type Archive File (DTAF) with each new Webex release.

- Confirm the user has primary profile flag enabled.

You can also check the primary line port:

1. Navigate to Group > Resources > Identify/Device Profile > Search.

2. Select an Identify/Device profile Name.

3. Select User tab.

4. Select Search.

5. Check Primary Line/Port.

Here are example log extracts:

2024-01-17T08:03:53.711Z <Error> [0xd678] BroadWorksConfigDownloader.cpp:169 BroadWorksConfigDownloader::onAccessDeviceListSucceeded:BWC:SCF: ConfigDownload - the device profile 'Business Communicator - PC' is not found.

Config-wxt.xml Cannot be Read or Parsed

Errors seen in logs:

errorCode=1507

failed to parse the configuration

failed to register client.

This indicates the client successfully downloaded the config-wxt.xml but could not read it. This is usually due to encoding issues. To investigate, you can review defaultDeviceEncoding for the relevant client profile.

Here are example log extracts:

2024-01-30T07:01:25.213Z <Info> [0x390] parser.rl:232 TP::Xml::Parser::parse:BWC:INTERNAL: Incomplete

2024-01-30T07:01:25.213Z <Info> [0x390] BroadWorksCallControl.cpp:493 BroadWorksCallControl::createConfig:BWC:SCF: failed to parse the configuration

...

...

2024-01-30T07:19:10.077Z <Error> [0x45c] BroadWorksManager.cpp:781 BroadWorksManager::registerClient::<lambda_367b7b02ffeb826e6e6a25aafb052a78>::()::<lambda_f7b7c2330cd9b6c4719bd5256940e122>::operator ():BWC:SCF: BroadWorks Calling - failed to register client. errorCode=1507

2024-01-30T07:19:10.078Z <Error> [0x45c] BroadWorksLoginAdapter.cpp:452 BroadWorksLoginAdapter::handleLoginError:BWC:SCF: Login error occurred: errorCode=1507

Service Discovery Issues After Successful Config-wxt.xml Retrieval

Errors seen in logs:

onServiceDiscoveryCompleted:BWC:INTERNAL: ConnectManager: Filtered addresses (0)

This indicates no SBC was discovered during service discovery.

Here are some points to begin investigations:

- Review logs closely to see if service discovery is returning anything relevant.

- Look for errors that are seen in service discovery process.

- Check the response to the register.

Here are example log extracts.

Good service discovery:

--- 2 SBC's were discovered, SBC details logged immediately after

2024-02-01T01:53:33.975Z <Info> [0x5840][]connect_manager_impl.cpp:1462 bwc::ConnectManagerImpl::onServiceDiscoveryCompleted:BWC:INTERNAL: ConnectManager: Service discovery completed, discovered addresses (2):

2024-02-01T01:53:33.975Z <Info> [0x5840][]connect_manager_impl.cpp:1466 bwc::ConnectManagerImpl::onServiceDiscoveryCompleted:BWC:INTERNAL: { naptr: "", service: "SIP+D2U", srvptr: "[Redacted]", hostName: "[Redacted]", verifyName: "[Redacted]", address: "[Redacted]", port: 5060, priority: 1, weight: 50, order: 65535, preference: 0, ttl: 390 }, survivability: 0

2024-02-01T01:53:33.975Z <Info> [0x5840][]connect_manager_impl.cpp:1466 bwc::ConnectManagerImpl::onServiceDiscoveryCompleted:BWC:INTERNAL: { naptr: "", service: "SIP+D2U", srvptr: "[Redacted]", hostName: "[Redacted]", verifyName: "[Redacted]", address: "[Redacted]", port: 5060, priority: 2, weight: 50, order: 65535, preference: 0, ttl: 1162 }, survivability: 0

Bad Service discovery:

--- 0 SBC's were discovered

2024-02-01T01:57:38.387Z <Info> [0x5840][]connect_manager_impl.cpp:1462 bwc::ConnectManagerImpl::onServiceDiscoveryCompleted:BWC:INTERNAL: ConnectManager: Service discovery completed, discovered addresses (0):

Client Fails to Establish a SIP Connection Towards any Discovered SBCs

Errors seen in logs:

SIP disconnected due to timeout or socket error

No more SBC addresses to try. Going offline

ConnectManager: SIP connect failed

This indicates the client was unable to establish a connection with the SBC.

This can be due to timeouts or refusal of the connection requests.

Here are some points to begin investigations.

- Review logs closely to see if there are any meaningful errors returned from attempts to connect to the SCC.

- Look for any errors that are seen in when connecting.

- Check the response to the register request.

Here are example log extracts.

This example shows timeouts trying to connect to both of the SBCs in sequence:

--- 2 SBC's were discovered

2024-02-01T01:53:33.975Z <Info> [0x5840][]connect_manager_impl.cpp:1462 bwc::ConnectManagerImpl::onServiceDiscoveryCompleted:BWC:INTERNAL: ConnectManager: Service discovery completed, discovered addresses (2):

2024-02-01T01:53:33.975Z <Info> [0x5840][]connect_manager_impl.cpp:1466 bwc::ConnectManagerImpl::onServiceDiscoveryCompleted:BWC:INTERNAL: { naptr: "", service: "SIP+D2U", srvptr: "[Redacted]", hostName: "[Redacted]", verifyName: "[Redacted]", address: "[Redacted]", port: 5060, priority: 1, weight: 50, order: 65535, preference: 0, ttl: 390 }, survivability: 0

2024-02-01T01:53:33.975Z <Info> [0x5840][]connect_manager_impl.cpp:1466 bwc::ConnectManagerImpl::onServiceDiscoveryCompleted:BWC:INTERNAL: { naptr: "", service: "SIP+D2U", srvptr: "[Redacted]", hostName: "[Redacted]", verifyName: "[Redacted]", address: "[Redacted]", port: 5060, priority: 2, weight: 50, order: 65535, preference: 0, ttl: 1162 }, survivability: 0

--- Tries to register SIP with 1st SBC

2024-02-01T01:53:33.976Z <Info> [0x5840][]connect_manager_impl.cpp:1055 bwc::ConnectManagerImpl::connectSip::<lambda_1>::operator ():BWC:INTERNAL: ConnectManager: Network is available. Try to connect SIP, address={ naptr: "", service: "SIP+D2U", srvptr: "[Redacted]", hostName: "[Redacted]", verifyName: "[Redacted]", address: "[Redacted]", port: 5060, priority: 1, weight: 50, order: 65535, preference: 0, ttl: 390 }, survivability: 0

--- SIP registration fails

2024-02-01T01:53:34.159Z <Debug> [0x5840][]sip_session.cpp:889 bwc::SipSession::disconnected:BWC:INTERNAL: SipSession: disconnected

2024-02-01T01:53:34.159Z <Debug> [0x5840][]sip_registrations.cpp:30 TP::Sip::Utils::RegistrationPtr::~RegistrationPtr:BWC:INTERNAL: RegistrationPtr destroyed

2024-02-01T01:53:34.159Z <Info> [0x5840][]connect_manager_impl.cpp:1827 bwc::ConnectManagerImpl::onSipDisconnected:BWC:INTERNAL: ConnectManager: SIP is disconnected, exiting=false

2024-02-01T01:53:34.159Z <Info> [0x5840][]connect_manager_impl.cpp:1856 bwc::ConnectManagerImpl::onSipDisconnected:BWC:INTERNAL: ConnectManager: SIP connection is needed, we need to reconnect

2024-02-01T01:53:34.159Z <Info> [0x5840][]connect_manager_impl.cpp:1875 bwc::ConnectManagerImpl::onSipDisconnected:BWC:INTERNAL: ConnectManager: SIP disconnected due to timeout or socket error

--- Fail over to 2nd SBC (

2024-02-01T01:53:35.421Z <Info> [0x5840][]connect_manager_impl.cpp:1055 bwc::ConnectManagerImpl::connectSip::<lambda_1>::operator ():BWC:INTERNAL: ConnectManager: Network is available. Try to connect SIP, address={ naptr: "", service: "SIP+D2U", srvptr: "[Redacted]", hostName: "[Redacted]", verifyName: "[Redacted]", address: "[Redacted]", port: 5060, priority: 2, weight: 50, order: 65535, preference: 0, ttl: 1162 }, survivability: 0

--- 2nd SIP registration fails

2024-02-01T01:53:35.635Z <Debug> [0x5840][]sip_session.cpp:889 bwc::SipSession::disconnected:BWC:INTERNAL: SipSession: disconnected

2024-02-01T01:53:35.635Z <Debug> [0x5840][]sip_registrations.cpp:30 TP::Sip::Utils::RegistrationPtr::~RegistrationPtr:BWC:INTERNAL: RegistrationPtr destroyed

2024-02-01T01:53:35.635Z <Info> [0x5840][]connect_manager_impl.cpp:1827 bwc::ConnectManagerImpl::onSipDisconnected:BWC:INTERNAL: ConnectManager: SIP is disconnected, exiting=false

2024-02-01T01:53:35.635Z <Info> [0x5840][]connect_manager_impl.cpp:1856 bwc::ConnectManagerImpl::onSipDisconnected:BWC:INTERNAL: ConnectManager: SIP connection is needed, we need to reconnect

2024-02-01T01:53:35.635Z <Info> [0x5840][]connect_manager_impl.cpp:1875 bwc::ConnectManagerImpl::onSipDisconnected:BWC:INTERNAL: ConnectManager: SIP disconnected due to timeout or socket error

2024-02-01T01:53:35.635Z <Info> [0x5840][]BroadWorksCallControl.cpp:4624 BroadWorksCallControl::onOffline:BWC:SCF: onOffline

--- No more SBC's to try, SIP connect failed, client shows Phone services disconnected error

2024-02-01T01:53:36.672Z <Info> [0x5840][]connect_manager_impl.cpp:1148 bwc::ConnectManagerImpl::failOver:BWC:INTERNAL: ConnectManager: No more SBC addresses to try. Going offline.

2024-02-01T01:53:36.672Z <Info> [0x5840][]connect_manager_impl.cpp:2003 bwc::ConnectManagerImpl::onConnectFailed:BWC:INTERNAL: ConnectManager: SIP connect failed.

Related Information

- Cisco Technical Support & Downloads