排除Wx4Bwks故障”错误消息"；电话服务未连接"；

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已更新: 2024 年 2 月 16 日

文档 ID:221703

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简介

本文档介绍当Webex for Broadworks客户端无法连接到合作伙伴电话服务时的一些场景和故障排除步骤。

先决条件

要求

Cisco 建议您了解以下主题：

Webex错误代码
会话初始协议 (SIP)
会话边界控制器(SBC)
完全限定域名(FQDN)

使用的组件

本文档不限于特定的软件和硬件版本。

本文档中的信息都是基于特定实验室环境中的设备编写的。本文档中使用的所有设备最初均采用原始（默认）配置。如果您的网络处于活动状态，请确保您了解所有命令的潜在影响。

背景信息

即使登录成功，电话服务注册也可能失败。客户端日志通常提示原因。本指南介绍连接到BWKS电话服务失败时的常见错误和解决方案。

本指南仅介绍部分较常见的错误。它提供了调查Webex的Broadworks电话服务连接问题的方法。本指南还强调了查阅特定日志或文档以全面了解所有潜在错误的重要性。

注意：当您登录时，桌面客户端会建立SIP会话，而移动设备会按需建立SIP会话（在呼叫期间）。除了这些会话启动方面的差异外，桌面客户端和移动客户端在其他方面是相同的，故障排除过程对两者都适用。

电话服务未连接错误

电话服务在某些情况下可以断开连接，例如：

未配置BroadWorks作用域。
无法下载BroadWorks令牌。
Config-wxt.xml下载序列失败。
无法读取或分析config-wxt.xml。
在成功检索config-wxt.xml后出现服务发现问题。
客户端无法建立到任何已发现SBC的SIP连接。

Broadworks令牌无法下载

在日志中看到的错误：

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

这表示获取BroadWorks令牌时出现问题。

发生这种情况的原因有很多。以下是开始调查的一些要点：

这可能是由于从HTTP请求收到的内容不正确或HTTP请求本身不成功造成的。

如果AuthService配置有问题。
广域网/局域网问题
身份验证问题

下面是Broadworks AuthService由于配置错误未发出令牌时的日志提取示例。

--- 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

在本示例中，AuthService返回401响应。其它HTTP错误也会导致相同的问题。

Config-wxt.xml下载序列失败

在日志中看到的错误：

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

这表示客户端无法检索confit-wxt.xml文件。

这可能是由多个问题导致的。以下是开始调查的一些要点：

确认在User > Call Control > Shared Call Appearance下存在并且为用户应用了正确的身份/配置文件类型：
- 桌面版：Business Communicator - PC。
- 移动性：м连接-移动。
- 对于平板电脑：连接-平板电脑。
确保每个新的Webex版本都使用相关的设备类型存档文件(DTAF)。
确认用户已启用主配置文件标志。

您还可以检查主线路端口：

1. 导航至组>资源>身份/设备配置文件>搜索。
2. 选择身份/设备配置文件名称。
3. 选择用户选项卡。
4. 选择搜索。
5. 选中Primary Line/Port。

以下是日志提取示例：

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.

无法读取或分析Config-wxt.xml

在日志中看到的错误：

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

这表示客户端已成功下载config-wxt.xml，但无法读取它。这通常是由于编码问题造成的。要进行调查，您可以查看相关客户端配置文件的defaultDeviceEncoding。

以下是日志提取示例：

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检索成功后的服务发现问题

在日志中看到的错误：

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

这表示在服务发现期间未发现SBC。

以下是开始调查的一些要点：

仔细查看日志，查看服务发现是否返回任何相关信息。
查找服务发现过程中看到的错误。
检查对寄存器的响应。

以下是日志提取示例。

良好的服务发现：

--- 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

错误服务发现：

--- 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):

客户端无法与任何发现的SBC建立SIP连接

在日志中看到的错误：

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

这表示客户端无法与SBC建立连接。

这可能是由于连接请求超时或拒绝所致。

以下是开始调查的一些要点。

仔细查看日志，查看尝试连接SCC时是否返回任何有意义的错误。
查找在连接时看到的任何错误。
检查对注册请求的响应。

以下是日志提取示例。

此示例显示尝试依次连接到两个SBC的超时：

--- 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”错误消息"；电话服务未连接"；

下载选项

非歧视性语言

关于此翻译

目录

简介

先决条件

要求

使用的组件

背景信息

电话服务未连接错误

Broadworks令牌无法下载

Config-wxt.xml下载序列失败

无法读取或分析Config-wxt.xml

Config-wxt.xml检索成功后的服务发现问题

客户端无法与任何发现的SBC建立SIP连接

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