Troubleshooting CUPC login and availability issues

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This issue is normally for a specific CUPC user having issues with either logging in or their availability status and not the entire organization.

Design concerns

Design for CUPS call flow using 8.x code for "On the phone" message.

IP Phone/CSF <-> (skinny) <-> CUCM <-> (sip) <-> CUPS <–-> (sip/xmpp) <-> CUPC(PC).

Design for CUPS call flow using 7.x code for "On the phone" message.

IP Phone <-> (skinny/sip) <-> CUCM <-> (sip) <-> CUPS <-> (sip) <-> CUPC(PC).

Device is in Blue
Protocol is in Red

Configuration to check and confirm

Step 1: Make sure Client workstation can ping the Presence Server (hostname followed by proxydomain name).

The host file is located on the workstation under C:\windows\system32\drivers\etc\hosts.

If the client machine is on a different domain than CUPS create a hosts file entry for the CUP Server information.

In Example: localhost cup_server

So from the DOS prompt you should be able to ping both cup_server and

If this does not correct the issue

Create incoming ACL with the “All” parameter on the Presence server.
On CUPS, go to Cisco Unified Presence --> Proxy Server --> Incoming ACL and click "Add New" and configure as below.

Description:  All 
Address pattern: All  

If this does not correct the issue

On the CUCM server:

Un-license and re-license the user in Call Manager (capability assignment).

Select Cisco Unified Communications Manager Administration page --> System --> Licensing --> Capabilities Assignment.

Type in the username you that is having the issue with.

Unlicense the user from both:
Enable CUP (Cisco Unified Presence), and
Enable CUPC (Cisco Unified Personal Communication),
and click on [Save].

Now Re-license the user with the reverse process and click on [Save].

The Logs that the TAC will need to move logging or availability issues forward.

CUPS Traces & Logs.

On the CUPS box navigate to the Cisco Unified Serviceability web Administration page.

Use the pull down and go to Cisco Unified Serviceability
Click [Go] to move to the page

Under the [Trace] Tab use the pull down to go to Configuration

Select any Server Click [Go]

Service Group select CUP Services.

Set tracing up for the following services Click [Go]

Under Servies select the Logs you would like to gather.

For login and availability issue select all of the traces below.

Presence Engine (PE) Log (set to Detailed logging levels).
Cisco UP XCP Router Log (set to Detailed logging levels).
Cisco UP Client Agent Profile (set to Detailed logging levels).
Cisco UP XCP Authentication Service (set to Detailed logging levels).

Click on the [Save] button at the bottom of the page to lock in your changes.

Troubleshooting tools

You will need to use the RTMT tool to collect the needed logs.
Wireshark capture on the client machine (for CUPC 7).
Wireshark capture from CUPS box

From a cups ssh session admin prompt run the command:
“utils network capture file cups_trace size all count 10000000” <hit return>;

You will see:

Executing command with options: 
size=ALL                count=100000            interface=eth0 
src=                    dest=                   port= 

This means the trace is actively running and collecting the necessary sniffer trace information calling the file cups_trace.cap

To end the sniffer trace hit Ctrl-C' which will stop the trace on the CUPS box.

Use RTMT to download the capture file under the option called “Packet capture log” which will pull down the cups_trace.cap sniffer trace to your laptop with the additional information above. 27 May 2011

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