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Regular Contributor I
Posts: 177
Registered: ‎10-05-2011

Cisco Wifi IP Phone stuck when roaming from one controller to another

[ Edited ]

We have a hospital site that has multiple buildings close to each other.  Nurses roam from one building to the other via IP Mobility.  99% of the time everything works fine, but we have been having intermittent issues with some phones.

 

We are using the Cisco 7925 phone.  Sometimes when a users roams from one building to the other, the phone will get stuck and will not roam properly.  The phone will say "Configuring CM List" and will just continue to loop in that matter.  Below are some of the things we have found when this issue happens:

 

* In the originating controller, the phone is listed as Away.

* In the current controller, the phone is listed as Visitior.

* Phone cannot be pinged from either controller.

* If phone is taken back to the originating building, it will come up fine and register.

* If phone, while back at original location, a call is placed and roam back to the problem location while on the call and ended at the location, phone will stay at the Visitor location fine.

 

I have not been able to replicate the issue and it only happens to some phones at the most once a day. Has anyone encounter this issue?  Anyone have any idea what could be causing the issue?

Guru Elite
Posts: 20,807
Registered: ‎03-29-2007

Re: Cisco Wifi IP Phone stuck when roaming from one controller to another

Please examine "IP Mobility" section of the Optimizing Aruba WLANs for Roaming Devices v3.3 document  here http://www.arubanetworks.com/technology/reference-design-guides/ to make sure you have all the parameters for mobility setup correctly.

 

Please also open a case with TAC in parallel, because intermittent issues are the most difficult to troubleshoot and require special monitoring.



Colin Joseph
Aruba Customer Engineering

Looking for an Answer? Search the Community Knowledge Base Here: Community Knowledge Base

Regular Contributor I
Posts: 177
Registered: ‎10-05-2011

Re: Cisco Wifi IP Phone stuck when roaming from one controller to another

Today while visiting the site I had the problem happen to me.  I was walking from one area to another that seems to have bad coverage outside.  At that location  started hearing the conversation becoming choppy until I could not hear anything any more.  I later found that the other person could still hear me though.  Eventually the call dropped.  I associated with another AP in the new location but the phone was stuck in the loop mentioned in the first post. 

 

If the phone lost Wifi connection, shouldn't it have registered at the visitor controller instead of keeping the same tunnel back to the home controller again?  Is there a setting that controls this?

Guru Elite
Posts: 20,807
Registered: ‎03-29-2007

Re: Cisco Wifi IP Phone stuck when roaming from one controller to another


salvi wrote:

Today while visiting the site I had the problem happen to me.  I was walking from one area to another that seems to have bad coverage outside.  At that location  started hearing the conversation becoming choppy until I could not hear anything any more.  I later found that the other person could still hear me though.  Eventually the call dropped.  I associated with another AP in the new location but the phone was stuck in the loop mentioned in the first post. 

 

If the phone lost Wifi connection, shouldn't it have registered at the visitor controller instead of keeping the same tunnel back to the home controller again?  Is there a setting that controls this?


By default, it remains a visitor.  Optionally, you can enable the "Re-Homing for Voice Capable Client" option under Configuration> Advanced> ip Mobility> Global paramaters, which will " Allow on-hook phones to be assigned a new home agent. "

 




Colin Joseph
Aruba Customer Engineering

Looking for an Answer? Search the Community Knowledge Base Here: Community Knowledge Base

Regular Contributor I
Posts: 177
Registered: ‎10-05-2011

Re: Cisco Wifi IP Phone stuck when roaming from one controller to another

With this option enabled, would that mean that any phone device that roams between the campuses re-IP/register to the new controller subnet?

Guru Elite
Posts: 20,807
Registered: ‎03-29-2007

Re: Cisco Wifi IP Phone stuck when roaming from one controller to another

When the call is finished, yes


Colin Joseph
Aruba Customer Engineering

Looking for an Answer? Search the Community Knowledge Base Here: Community Knowledge Base

Regular Contributor I
Posts: 177
Registered: ‎10-05-2011

Re: Cisco Wifi IP Phone stuck when roaming from one controller to another

We are still having this issue, we have thought that the issue was with the phone's firmware, but the latest has been loaded and the issue is still present.

Guru Elite
Posts: 20,807
Registered: ‎03-29-2007

Re: Cisco Wifi IP Phone stuck when roaming from one controller to another

Please open a support case so they can get to the bottom of this.

 



Colin Joseph
Aruba Customer Engineering

Looking for an Answer? Search the Community Knowledge Base Here: Community Knowledge Base

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