Shoretel TMS event ID 246

10 11 2011

We’ve been consistently getting an informational event in our Director’s logs from TMS over the past few weeks and until now, I wasn’t sure where it was coming from.  Finally got to the bottom of it the other day though, with a bit of help from a colleague.  It seems that a mis-configured SIP device was probably the issue.

There are actually two events, both ID 246, but subtly different:

The Telephony Management Server has logged an informational debug message. The debug message contents are:
.\NccMsgZin.cpp(1470) : Assertion failed: !”SIPReg: Error sending SIP Register”

The Telephony Management Server has logged an informational debug message. The debug message contents are:
.\NccMsgZin.cpp(1460) : Assertion failed: !”SIPReg: Error sending SIP Register”

I managed to repoduce this in two ways. We have Shoretel 12 CR3 (build 17.10.1730.0) here and a Shoretel Mobility Router running 4.5.  What was causing these messages to appear every two minutes was a user configured on the SMR that didn’t exist in the Director user database.  So the SMR must have been trying to register on the user’s behalf, but there was no such account.  This was happening every two minutes.  Disable the user, and the error messages stop appearing.

I also noticed this when configuring a Pancode SIP doorphone onto the system.  I hadn’t set the user’s SIP password in Director correctly – as a result, I was getting about 10 of these messages every minute as the doorphone tried to register with the SIP proxy.  Once I got the password set correctly, all the errors stopped occurring.

It does seem a shame that this is not being reported in more plain english – I may well log it as an improvement request on the Shoretel suggestions site!

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3 responses

16 04 2012
itcoop

Thanks for posting this.
I had to check the IPCS log files to zero in on the device that was failing to register. c:\Shoreline Data\Logs\IPCS*.log – this log is a tad more human readable:
**************************************************************
4/16/2012 00:01:01.078 Processing SIP-Phone registration for Login:
4/16/2012 00:01:01.078 ERROR: CIPPhone::GetCDNByLogin() – login cannot resolve to a user.
4/16/2012 00:01:01.078 ERROR: CSIPPhone::ProcessSIPRequest() – Failed to process SIP Request: hr=80004005 : .
4/16/2012 00:01:01.078 Worker Thread Sending Event Process Completion…..812
4/16/2012 00:01:01.078 Released the Semaphore
4/16/2012 00:01:01.078 Worker Thread Waiting on Event 808
4/16/2012 00:01:01.078 CNotifyIPCS::SIPPhoneRegister Recieved Response – Error, reason=2
4/16/2012 00:01:01.078 CNotifyIPCS::SIPPhoneRegister Thread Waiting for Sempahore 1872
4/16/2012 00:01:01.078 Receiving SIPPhoneRegister: 2, sip:xxxx@10.y.y.y:5060, , sip:xxxx@10.x.x.x, 10.y.y.y, MxSipApp/5.0.27.222, , ShoreTel:2667216304, 0, sip:10.x.x.x, e771b780548c2c13f17094226e48fb67
4/16/2012 00:01:01.078 CNotifyIPCS::SIPPhoneRegister Setting Event Worker Thread…. 2844
4/16/2012 00:01:01.078 CNotifyIPCS::SIPPhoneRegister Entering wait for Process completion event
4/16/2012 00:01:01.078 **************************************************************

12 06 2012
Peter Buswell

Same error code but different reason. In this case “user not known” should not be an issue as this is a TIE line between two systems. Digest Authentication credentials are correct, yet no registration?

NotifyIPCS::SIPPhoneRegister Entering wait for Process completion event
6/12/2012 00:00:42.253 Processing SIP-Phone registration for Login: 10001
6/12/2012 00:00:42.253 ERROR: CIPPhone::GetCDNByLogin() – login 10001 cannot resolve to a user.
6/12/2012 00:00:42.253 ERROR: CSIPPhone::ProcessSIPRequest() – Failed to process SIP Request: hr=80004005 : .
6/12/2012 00:00:42.253 Worker Thread Sending Event Process Completion…..880
6/12/2012 00:00:42.253 Released the Semaphore
6/12/2012 00:00:42.253 Worker Thread Waiting on Event 876
6/12/2012 00:00:42.253 CNotifyIPCS::SIPPhoneRegister Recieved Response – Error, reason=2
6/12/2012 00:05:42.653 CNotifyIPCS::SIPPhoneRegister Thread Waiting for Sempahore 6956
6/12/2012 00:05:42.653 Receiving SIPPhoneRegister: 2, sip:10001@172.16.1.116:5060, , sip:10001@172.16.1.114, 172.16.1.116:5060, 3CXPhoneSystem 10.0.23053.0, 10001, ShoreTel:1918622224, 0, sip:172.16.1.114:5060, f4aaf468a5c6aee8452b70c8e6addf7e
6/12/2012 00:05:42.653 CNotifyIPCS::SIPPhoneRegister Setting Event Worker Thread…. 3524
6/12/2012 00:05:42.653 **************************************************************
6/12/2012 00:05:42.653 CNotifyIPCS::SIPPhoneRegister Entering wait for Process completion event
6/12/2012 00:05:42.653 Processing SIP-Phone registration for Login: 10001
6/12/2012 00:05:42.653 ERROR: CIPPhone::GetCDNByLogin() – login 10001 cannot resolve to a user.
6/12/2012 00:05:42.653 ERROR: CSIPPhone::ProcessSIPRequest() – Failed to process SIP Request: hr=80004005 : .
6/12/2012 00:05:42.653 Worker Thread Sending Event Process Completion…..880
6/12/2012 00:05:42.653 Released the Semaphore
6/12/2012 00:05:42.653 Worker Thread Waiting on Event 876
6/12/2012 00:05:42.653 CNotifyIPCS::SIPPhoneRegister Recieved Response – Error, reason=2
6/12/2012 00:10:43.053 CNotifyIPCS::SIPPhoneRegister Thread Waiting for Sempahore 7648
6/12/2012 00:10:43.053 Receiving SIPPhoneRegister: 2, sip:10001@172.16.1.116:5060, , sip:10001@172.16.1.114, 172.16.1.116:5060, 3CXPhoneSystem 10.0.23053.0, 10001, ShoreTel:2219020224, 0, sip:172.16.1.114:5060, d57caad670bfae163d2dbdc0bbcd79a2
6/12/2012 00:10:43.053 CNotifyIPCS::SIPPhoneRegister Setting Event Worker Thread…. 3524
6/12/2012 00:10:43.053 **************************************************************

8 01 2015
Rich Jones

Reviving an old thread I know, but can I ask what if any SIP profile you used with the Pantel SIP phone. My device registers and works ok with 90% functionality but I do see unusual behaviour with auto attendants and workgroups. I’d appreciate it if you could point me in the right direction. Thanks!

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