排除Wx4Bwks故障錯誤消息隊列；電話服務未連線&隊列；

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)
• 完整網域名稱(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。本指南涵蓋連線到BWKS電話服務失敗時的常見錯誤和解決方案。

本指南僅介紹一些較常見的錯誤。它建議了調查Webex的Broadworks電話服務連線問題的方法。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。

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：

1. 未配置BroadWorks作用域。
2. 無法下載BroadWorks語彙基元。
3. 無法下載config-wxt.xml序列。
4. 無法讀取或分析config-wxt.xml。
5. 成功擷取config-wxt.xml後發生服務探索問題。
6. 客戶端無法建立到任何已發現SBC的SIP連線。

無法下載Broadworks權杖

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權杖時發生問題。

發生這種情況的原因有很多。以下是開始調查的一些要點：

• 此問題可能是由於從HTTP請求收到的內容不正確或HTTP請求本身不成功所致。

• 如果AuthService配置有問題。
• 廣域網/區域網問題
• 身份驗證問題

以下是Broadworks AuthService因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

在本示例中，AuthService返回401響應。其他HTTP錯誤也會導致相同的問題。 

Config-wxt.xml下載順序失敗

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.

這表示使用者端無法擷取confit-wxt.xml檔案。

這可能是由多個問題所造成。 以下是開始調查的一些要點：

• 確認是否存在正確的身份/配置檔案型別，該型別已應用於User > Call Control > Shared Call Appearance下的使用者：
  • 桌上型電腦：Business Communicator - PC。
  • 移動性：м連線-移動。
  • 平板電腦：連線-平板電腦。
• 確保每個新的Webex版本都使用相關的裝置型別存檔檔案(DTAF)。
• 確認使用者已啟用主要設定檔旗標。

您還可以檢查主線路埠：

1. 導航到組>資源>身份/裝置配置檔案>搜尋。
2. 選取辨識/裝置設定檔名稱。
3. 選擇使用者標籤。
4. 選擇搜尋。
5. 選中Primary Line/Port。

以下是日誌擷取範例：

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.

無法讀取或剖析Config-wxt.xml

日誌中顯示的錯誤：

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

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

以下是日誌擷取範例：

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

成功檢索Config-wxt.xml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資訊。
• 查詢服務發現過程中出現的錯誤。
• 檢查對登入的回應。

以下是日誌擷取範例。

良好的服務發現：

--- 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

錯誤的服務發現：

--- 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):

客戶端無法建立到任何已發現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。

以下是日誌擷取範例。

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.

相關資訊

• 思科技術支援與下載