CUCIMOC and CUCILync Do Not List Any Desk Phone Devices

Introduction

This document describes how to fix a problem encountered where Cisco Unified Communication Integration with Microsoft Office Communicator (CUCIMOC) and Cisco Unified Communication Integration with Microsoft Lync 2010 (CUCILync) do not list any Desk Phone devices to select.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• CUCIMOC/CUCILync Releases 7.x and 8.x
• Cisco Unified Communications Manager (CUCM)

Components Used

The information in this document is based on CUCIMOC/CUCILync Releases 7.x and 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

Problem

CUCIMOC/CUCILync does not list any devices on the Devices page.

Usually this occurs when the password is incorrect or the devices are not correctly associated with the user in CUCM.

Solution

Determine If the Username/Password is the Cause

1. Reproduce the issue.
2. Immediately search the Cisco Unified Client Services Framework (CUCSF) log file for CCMCIPFailureCoreException: Bad user name or password at these locations.
   
   • XP Log Location: C:\Documents and Settings\<username>\Local Settings\Application Data\Cisco\Unified Communications\Client Services Framework\Logs\Core.log
   • Vista Log Location: C:\Users\<username>\AppData\Local\Cisco\Unified Communications\Client Services Framework\Logs\Core.log

Determine If the Password is Correct

1. Open the CUCM Users Home Page: https://<CUCM Address>:8443/ccmuser
2. Enter the user's username/password in order to verify that the user can log in. If the user is unable to log in, the user's password usually needs to be reset.

   Note: If the CUCM is synced with Lightweight Directory Acess Protocol (LDAP), which means the user's details are replicated from LDAP, the password must be reset in LDAP. If the password has been reset in LDAP and it still does not work, it might be advisable to perform a manual sync between LDAP and CUCM. If the CUCM is not synced with LDAP, the CUCM administrator should be able to reset the user's password.

Determine If the User's Devices are Associated with the User in CUCM

In order to quickly verify if this is the issue, have the user log in to his/her home page and view the devices.

If no devices are present in the user's home page, the CUCM Administrator needs to associate them with the user.

1. Open CUCM Administration page and navigate to User Management > End User.
2. Select the user.
3. On the End User Configuration page, verify that the user's devices are listed in the Device Associations section. If no devices are listed in the Device Associations section, you can associate the device with the user in one of two ways.
   Method 1
   
   1. Click the Device Association button.
   2. Find the device that belongs to the user and select the device.
   3. On the Phone Configuration page in the Device Information section, use the Owner User ID field in order to set the End User ID.
   4. Click Save.
   Method 2
   
   1. Click the Directory Number of the device in the Association Information section in order to open the Directory Number Configuration page.
   2. Scroll to the bottom of the page and ensure that the End User is listed in the Users Associated with Line section.
   3. If the user is not listed, click the Associate End Users button in order to associate the End User to this Directory Number.

Troubleshoot

If the previous section does not resolve the issue, complete these steps.

The Cisco Unified Communications Manager IP Phone (CCMCIP) service can be configured to use certificates in order to retrieve the device list, which is detailed in the CcmcipServerValidation section of the Installation Guide for Cisco Unified Communications Integration for Microsoft Office Communicator Release 7.1.

1. Create or modify this registry key:
   
   • HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\Client Services Framework\AdminData\CcmcipServerValidation
   • Type: String / REG_SZ
   • Value: 0 , 1 or 2 (See the next step for value explanations)
2. Enter the type of certificate validation for the Client Services Framework (CSF) that is used with HTTPS in order to sign in to CUCM to retrieve the device list. Enter one of these values:
   • 0: CSF accepts all certificates.
   • 1: CSF accepts certificates that are defined in the keystore and self-signed certificates.

     Note: A keystore is a file that stores authentication and encryption keys, and is located in <location_of_jre>/lib/security. The default location of the Java Runtime Environment (JRE) is C:\Program Files\Common Files\Cisco Systems\Client Services Framework.

   • 2: CSF only accepts certificates that are defined in the keystore.
     

     Note: CSF uses this certificate in order to verify the CUCM server.

     
     
     • When the certificate is accepted, CSF must use the credentials of the user in order to sign in to CUCM.

Related Information

• Adding Users to User Groups and Associating Controlled Devices
• Technical Support & Documentation - Cisco Systems

Revision History