排除Wx4Bwks故障錯誤消息"；電話服務未連線"

已更新: 2024 年 2 月 16 日

文件 ID:221703

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關於此翻譯

思科已使用電腦和人工技術翻譯本文件，讓全世界的使用者能夠以自己的語言理解支援內容。請注意，即使是最佳機器翻譯，也不如專業譯者翻譯的內容準確。Cisco Systems, Inc. 對這些翻譯的準確度概不負責，並建議一律查看原始英文文件（提供連結）。

簡介

本文檔介紹當Webex for Broadworks客戶端無法連線到合作夥伴電話服務時的一些場景和故障排除步驟。

必要條件

需求

思科建議您瞭解以下主題：

Webex錯誤代碼
作業階段啟始通訊協定(SIP)
作業階段邊界控制器(SBC)
完全限定的域名(FQDN)

採用元件

本文件所述內容不限於特定軟體和硬體版本。

本文中的資訊是根據特定實驗室環境內的裝置所建立。文中使用到的所有裝置皆從已清除（預設）的組態來啟動。如果您的網路運作中，請確保您瞭解任何指令可能造成的影響。

背景資訊

即使登入成功，電話服務註冊也可能失敗。客戶端日誌通常提示原因。本指南介紹連線到BWKS電話服務失敗時的常見錯誤和解決方案。

本指南僅介紹一些經常遇到的錯誤。它建議如何調查Webex的Broadworks電話服務連線問題。本指南還強調了查閱特定日誌或文檔以全面瞭解所有潛在錯誤的重要性。

注意：當您登入時，案頭客戶端會建立SIP會話，而流動裝置會按需建立SIP會話（在呼叫期間）。除了會話啟動方面的這些差異外，案頭客戶端和移動客戶端在其他方面是相同的，故障排除過程對兩者都適用。

電話服務未連線錯誤

在某些情況下可以斷開電話服務，例如：

未配置BroadWorks作用域。
無法下載BroadWorks令牌。
config-wxt.xml下載序列失敗。
無法讀取或分析config-wxt.xml。
在成功檢索config-wxt.xml後出現服務發現問題。
客戶端無法建立到任何發現的SBC的SIP連線。

Broadworks令牌無法下載

日誌中顯示的錯誤：

Error: errorCode=1502 
Error 1000:1502 
Http error when trying to get BWC Token from Broad Cloud, httpStatusCode:
HTTP request failed

這表示取得BroadWorks權杖有問題。

出現這種情況的原因有很多。以下是開始調查的一些要點：

出現此問題的原因可能是從HTTP請求收到的內容不正確或HTTP請求本身不成功。

如果AuthService配置有問題。
WAN/LAN問題
身份驗證問題

以下是當Broadworks AuthService由於配置錯誤而不發出令牌時的日誌提取示例。

--- 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

在此範例中，AuthService傳回401回應。其他HTTP錯誤也會導致相同的問題。

Config-wxt.xml下載序列失敗

日誌中顯示的錯誤：

errorCode=1505
error code: 1511
errorCode=1504
ConfigDownload - failed with error code: 
ConfigDownload - the device profile 'Business Communicator - PC' is not found.

這表示客戶端無法檢索confit-wxt.xml檔案。

這可能由多個問題造成。以下是開始調查的一些要點：

確認在User > Call Control > Shared Call Appearance下，存在正確的身份/配置檔案型別，並已應用於該使用者：
- 案頭版：Business Communicator - PC。
- 移動м：連線 — 移動。
- 平板電腦版：連線 — 平板電腦。
確保每個新Webex版本都使用相關的裝置型別歸檔檔案(DTAF)。
確認使用者已啟用主配置檔案標誌。

您還可以檢查主線路連線埠：

1.定位至組>資源>標識/裝置配置檔案>搜尋。
2.選擇標識/裝置配置檔名稱。
3.選擇使用者標籤。
4.選擇搜尋。
5.檢查主線路/埠。

以下是日誌提取示例：

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.

無法讀取或分析Config-wxt.xml

日誌中顯示的錯誤：

errorCode=1507
failed to parse the configuration
failed to register client.

這表示使用者端成功下載了config-wxt.xml，但無法讀取。這通常是由於編碼問題。要進行調查，您可以檢視相關客戶端配置檔案的defaultDeviceEncoding。

以下是日誌提取示例：

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

Config-wxt.xml檢索成功後的服務發現問題

日誌中顯示的錯誤：

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

這表示在服務發現期間未發現SBC。

以下是開始調查的一些要點：

仔細檢視日誌，檢視服務發現是否返回任何相關內容。
查詢服務發現過程中出現的錯誤。
檢查對暫存器的響應。

以下是日誌提取示例。

良好服務發現：

--- 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

服務發現錯誤：

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

客戶端無法建立到任何發現的SBC的SIP連線

日誌中顯示的錯誤：

SIP disconnected due to timeout or socket error
No more SBC addresses to try. Going offline
ConnectManager: SIP connect failed

這表示客戶端無法與SBC建立連線。

這可能是因為連線請求超時或遭到拒絕。

以下是開始調查的一些要點。

仔細檢視日誌，檢視嘗試連線到SCC時是否返回任何有意義的錯誤。
查詢連線時出現的任何錯誤。
檢查對註冊請求的響應。

以下是日誌提取示例。

此示例顯示嘗試按順序連線到兩個SBC的超時：

--- 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.

排除Wx4Bwks故障錯誤消息"；電話服務未連線"

無偏見用語

關於此翻譯

目錄

簡介

必要條件

需求

採用元件

背景資訊

電話服務未連線錯誤

Broadworks令牌無法下載

Config-wxt.xml下載序列失敗

無法讀取或分析Config-wxt.xml

Config-wxt.xml檢索成功後的服務發現問題

客戶端無法建立到任何發現的SBC的SIP連線

相關資訊

修訂記錄

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