7912 Not Responding To ExecuteItem

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    This document was generated from CDN thread

    Created by: Shaun McDonnell on 14-04-2010 03:17:59 AM
    I have 4 phones that I am testing for a custom xml application that I wrote.  It is just a screen that contains a simple soft button.  It works fine with my 7945, 7960 and 7970; however, when pushing the ExecuteItem command to the 7912 nothing happens.
     
    From my research I see that the 7912s do support custom xml applications.
     
    Any idea what might be happening here?  Thanks for your time.
     
    -Shaun
     
    Presidio Networked Solutions

    Subject: RE: 7912 Not Responding To ExecuteItem
    Replied by: David Staudt on 14-04-2010 06:32:25 AM
    The best way to troubleshoot this type of issue is to use a tool like Wireshark.  With wireshark running on a PC connected to the phone's extra PC switch port (on models that have this), you can monitor all of the network packets to/from the phone to determine what is/isn't happening.  If the phone doesn't have an extra PC network port, you may need to configure the SPAN feature on the router/switch connected to the phone:
     
    http://www.cisco.com/en/US/products/hw/switches/ps708/products_tech_note09186a008015c612.shtml
     
    If you are unable to spot the issue, feel free to attach the network packet capture file here.
     

    Subject: RE: 7912 Not Responding To ExecuteItem
    Replied by: Shaun McDonnell on 14-04-2010 01:50:19 PM
    Thank you for the response.
     
    I will give this a shot and get back to you with the details.  
     
    -Shaun
     
    Coleman Technologies
    Presidio Networked Solutions

    Subject: RE: 7912 Not Responding To ExecuteItem
    Replied by: Shaun McDonnell on 14-04-2010 03:13:13 PM
    I ran the capture as you suggested.  The phone is returning the <CiscoIPPhoneError Number="4" /> (authentication failed).  However, I already knew this to be the case.  
     
    When I send the command to any of the other phones on the same network, it works just fine.  This seems to be related to the 7912 specifically.
     
    I have attached the pcap file to see if you can spot anything else.  Thanks again for your help.
     
    -Shaun

    Subject: RE: 7912 Not Responding To ExecuteItem
    Replied by: Shaun McDonnell on 14-04-2010 04:00:01 PM
    After some additional research on my problem I am learning some new things.
     
    First, we have a custom Authentication URL on our CUCM that I wrote 2 years ago.  It looks like this:
     
    http://10.28.8.77:9999/WaltSentMe.ctix
     
    I turned on the tracing on this service that allows me to see incoming authentication requests and the responses sent back to the requesting IP phones.
     
    I ran the test again using my 7970G.  As expected the test worked and I was able to see authentication request to the above URL in the trace logs.
     
    I ran the test again using my 7912.  The test failed with the <CiscoIPPhoneError Number="4" />.  What's interesting here is that I never saw the authentication request come across the above URL.  
     
    I double checked to make sure the 7912 was configured with the correct Authentication URL and it is (see attached image).
     
    So, again it seems that the 7912 is not behaving the same as the other phones.  From what I have gathered it seems that it isn't even making a call to its configured authentication URL.
     
    Any ideas?
     
    -Shaun
     
    P.S.  Yes, I find it quite necessary to make my attached images larger than life.  

    Subject: RE: 7912 Not Responding To ExecuteItem
    Replied by: David Staudt on 14-04-2010 06:18:32 PM
    Looking at the pcap, it appears that the phone receives the CiscoIPPhoneExecute, but is unable even to try to reach the authentication URL.  This could happen if the authentication URL for the phone was missing or invalid, but that doesn't seem to be the case.
     
    Can you grab a pcap that includes the phone start up sequence through the test scenario?  We can look at the actual phone configuration file retrieved via TFTP to validate the settings.
     
    If that turns out ok, then about all I can think of would be the :9999 port on the auth URL, which is a little unusual.  AFAIK the phone should have no problem with that, but perhaps there is some kind of defect in the way it gets handled.  You might try setting up a temporary auth URL on another web server on port 80 just to see if that works on the 7912.

    Subject: RE: 7912 Not Responding To ExecuteItem
    Replied by: Shaun McDonnell on 14-04-2010 06:39:52 PM
    Thanks for the advice.  I'll give a few of those a shot and let you know what happens.  Thanks.
     
    -Shaun