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Webex for Cisco BroadWorks Troubleshooting Specific Problems

Partner Hub Issues

Administrator Cannot see Customer Organizations

Equally an administrator for your Partner organization in Webex, y'all should have the Full Administrator role. That function is used for managing your partner organization, including assigning administrative privileges to yourself and others. To manage customer organizations, you demand to grant yourself (or other people) the Sales Total Administrator office or Sales Administrator role. See https://help.webex.com/fs78p5.

User Provisioning Bug

Integrated IM&P Errors for Specific Enterprises / Customers

If you have a mix of enterprises using different cloud collaboration services, e.grand. UC-1 SaaS and Webex for Cisco BroadWorks, yous may take opted to modify the provisioning adapter on a per-enterprise basis.

To bank check what is configured for Integrated IM&P (default for enterprises, unless a more specific setting exists), run AS_CLI/Interface/Messaging> become. For a specific enterprise'south provisioning parameters, open up the enterprise and go to Services > Integrated IM&P.

Check that the Integrated IM&P configuration for that enterprise matches exactly what is shown in the Client Template in Partner Hub. The following settings must lucifer, or provisioning fails for all users in the enterprise:


BroadWorks Enterprise Integrated IM&P setting	Partner Hub Customer Template setting
Messaging Server URL	Provisioning URL
Messaging Server Username	Provisioning Business relationship Name
Messaging Server Password	Provisioning Account Countersign, Confirm Countersign

Integrated IM&P Errors for Specific Users

This applies if you are using flowthrough provisioning, and assumes that provisioning is working for some/most users (so you can rule out a configuration issue).

If you are seeing Integrated IM&P errors in BroadWorks, for example, "[Error 18215] Provisioning error with Messaging server" and "[Error 18211] Communication fault with Messaging server", y'all should investigate the following potential causes:

The user's e-mail accost could already exist CI. Search for the user in Help Desk to cheque if their email address is already there. This is not necessarily conclusive, because the user may exist in an organization whose data you are not permitted to see in Assistance Desk.
The user independently signed upward to Webex, prior to being assigned the Integrated IM&P service. In this case, 1 option is to take the user delete their free account so that they can become a part of the Client Organisation you are provisioning. Instructions are at https://help.webex.com/5m4i4y.
The user does not have a primary phone number assigned to their profile (all Webex for Cisco BroadWorks subscribers must have a primary DID). Come across the topic on analyzing PSLog from AS.

User Provisioning Failures in Response from Provisioning Bridge

If users are non actualization in Control Hub, within a few minutes of assigning Integrated IM&P, have a look at the response codes from the provisioning bridge service. Run a PSLog to await at the HTTP response codes.

200 OK

A 200 OK response does not mean that the user is successfully provisioned. It ways that the provisioning service received the asking and successfully submitted the corresponding user cosmos asking to upstream services.

The provisioning transaction is asynchronous past design. The service responds 200 OK because the user cosmos procedure can take several minutes and, for performance reasons, we do not desire to receive multiple requests to create the same user.

However, if the user does not eventually appear in the Customer Organization after a 200 OK response, it could indicate that the user creation failed in the Webex services upstream of the provisioning service.

Yous need to escalate a provisioning failure that has a 200 OK response.

400 Bad Request

Check the HTTP response which should have more detail on potential issues that could cause this response from the provisioning service. Some examples of the <message> node:

"Can not trust BroadWorks email with legacy provisioning API."

The email accost associated with the declining user provisioning request is not valid, or is mistyped, just you accept asserted in the template that the electronic mail addresses can be trusted. Bank check the users' profiles in BroadWorks, specifically the email id.
"Client org is non found in database and as well new org creation flag is non enabled."

This failed provisioning request should be creating a new Customer Organization in Webex, simply your template is configured to prevent new Client Organizations to exist created. If y'all want to allow new organizations, for email domains that practise non match existing customers in Webex, then you tin can reconfigure your template in Partner Hub and retest the provisioning asking. Withal, if you are not expecting a new organization to exist created for this user, maybe the email address is mistyped (specifically the domain part). Check the user's email id in BroadWorks.

403 Forbidden

The provisioning request has no take chances of succeeding. You lot will need to investigate the asking and response in this case. For instance, if you see an IP address every bit the target of the provisioning asking – instead of the advisable provisioning bridge URL for your arrangement (encounter the firewall configuration topics in Solution Guide) – it could betoken that your Awarding Server is missing a required patch (ap373197).

Cheque that all required patches are applied to the Application Server, and that you completed the related configuration for successful flowthrough provisioning.

409 Conflict

The provisioning request cannot proceed because there is an existing user in Webex that matches the email address in the request.

User Already in CI

Get the subscriber electronic mail out of the HTTP Mail service request and search for it in Assist Desk.

You may not see the user if y'all are not permitted, only you may also see that the user is in a 'costless' arrangement e.g. "Consumer".

You tin can ask this user to delete their complimentary account, or you can use a dissimilar e-mail address to provision them. See https://aid.webex.com/ndta402.

Users Sign in Issues

User Activation Portal Does Non Load

The normal Webex for Cisco BroadWorks sign in flow includes a User Activation Portal where users enter their passwords. Sometimes this portal does non load after the user has supplied their email address in the Webex app sign in screen.

This issue can be caused on customer side or on the service side. On the client side, it is typically caused by the client'southward native browser being incompatible in some style with the service.

Single Sign On failed

In BroadWorks, check that the user has been assigned the device types for the Webex app (see Device Profiles section in Set Your Environs section of the Solution Guide).
Check that the user is using the right password. If the template that you used to provision the user's Client Organisation (in Partner Hub) is configured for BroadWorks hallmark, the user should exist entering their BroadWorks "Spider web Access" password. The user may likewise need to enter their BroadWorks User ID if their email address is non configured every bit an Alternate User ID.

Make sure the user has entered upper case and lower case characters correctly.

Calling Configuration and Registration Issues

Afterwards a user has been provisioned in Webex and they successfully sign in to the Webex app, then the app registers to BroadWorks. The following are the expected registration sequence and the resulting signs of a healthy registration (every bit seen from the Webex app):

Expected Registration Sequence

Customer calls XSI to get a device management token and the URL to the DMS
Client requests its device profile from DMS by presenting the token from step 1
Customer reads the device profile and retrieves the SIP credentials, addresses, and ports
Client sends a SIP Register to SBC using the information from stride 3
SBC sends the SIP REGISTER to the AS (SBC may perform a look-up in the NS to locate an Equally if SBC does not already know the SIP user.)

Expected Signs of Successful Client Registration

Calling Options icon appears in the Webex interface.

In the Webex app phone services tab (eastward.g. on Windows, on Mac), the message "SSO Session: Yous're signed in" ways the app registered successfully (to BroadWorks in this case).

Client has no Calling Icon

Most of the time this means the user does not have the correct license / entitlements.

Customer Shows Phone Services Tab just no SSO Session

This is an unsuccessful registration. There are multiple reasons why a Webex app client would fail registration with BroadWorks:

Multiple Calling Services Being Tested with Same Clients

This known effect tin be caused by the client changing between dissimilar calling back ends. It is about probable to occur during trials of different calling services offered via (the same) Webex app clients. You lot can reset the customer database (link) to remedy this issue.

Misconfiguration of Hallmark Service

Check the XSP(s) hosting the authentication service confronting the Solution Guide (meet Configure Services on your Webex for Cisco BroadWorks XSPs). Specifically:

The RSA keys (that y'all generate on one XSP) are copied onto all the XSPs
The authentication service URL has been provided to the web container on all XSPs, and entered correctly in the cluster in Partner Hub

External authentication by certificates is configured:

                    XSP_CLI/Organization/CommunicationUtility/DefaultSettings/ExternalAuthentication/CertificateAuthentication>get                  allowUserApp = false         allowClientApp = true

When using MTLS, y'all must upload the Webex client certificate to the XSPs (you tin can getthe certificate from Partner Hub, on the BroadWorks Settings folio)

Misconfiguration of BroadWorks tags

Check that you accept configured the required BroadWorks tags for the Webex app (see BroadWorks Tags Required for Webex section in Solution Guide) and that there are no conflicts or wrong values.

Specifically, the %SBC_ADDRESS_WXT% tag should be the SBC towards your SIP registrar for Webex app clients.

Desktop Client Disconnects Phone Services Later Successful SSO Connection

This issue tin can be caused by the aforementioned user signing in to multiple clients on the aforementioned platform blazon. For example, if a user signs in successfully to the Webex app on Windows, so signs in to the webex app on a unlike Windows machine, there is merely an active SSO session on one of the machines. This is past design.

If yous absolutely demand to work around this issue, you tin configure BroadWorks to have multiple instances of the same device blazon, only they must have unique SIP addresses. This configuration is outside the telescopic of Webex for Cisco BroadWorks.

Desktop Device non Provisioned for User

This signature is seen in the client (\bwc\) log:

                  <Error> [0x70000476b000] BroadWorksConfigDownloader.cpp:106 onAccessDeviceListSucceeded:BWC:SCF: ConfigDownload - the device profile 'Business Communicator - PC' is not found.

Call Settings Webview Issues

Cocky Intendance Button/Link Not Showing in Webex app

A different symptom of this issue is when the button/link is shown, but clicking it opens an external browser.

Verify the required client configuration template is deployed and CSW tags are properly set. (Meet the Call Settings Webview department in the Webex for Cisco BroadWorks Solution Guide).
Verify the Webex app is registered for calling in BroadWorks.
Check that the Webex app is a contempo version that supports CSWV.

Blank Page or Error After Clicking Self Care Push/Link

Generally, this behavior in the Webex app indicates a configuration or deployment issue with the CSWV application on BroadWorks XSP.

Collect details for further investigation, including CSWV logs, access logs, config-wxt.xml repository, and template file, and then enhance a case.

Domain Claim Issues

User registration errors tin can occur as a result of errors that are made in claiming domains. Before you claim any domains, make sure that you understand the following:

Service Providers should not claim the domains of client organizations that they manage. They should merits merely the domains of those users that are in the Service Provider'due south internal organization. Claiming the domain of users in a separate arrangement (even ane that the Service Provider manages) can upshot in registration errors for the users in the client system as user authentication requests get routed through the Service Provider rather than the customer organization.
If two customer organizations (Visitor A and Company B) share the same domain and Visitor A has claimed the domain, registration for Company B users may fail due to the fact that user hallmark requests are routed through the system that has the domain claimed (Company A).

If you lot merits any domains in error and need to remove a claim, refer to the Manage Your Domains Webex article.

End User Fault Codes

The following table outlines terminate user fault codes that may exist seen in the customer user activation portal.

Notation

This is not an exhaustive list of error codes. The table lists merely existing error codes for which the Webex app does not currently provide articulate direction to the user.

Table one. Finish User Fault Codes
Error Code	Mistake Message	Suggested Action
100006	Login failed: User ID/Password is incorrect	Check that the user is using the correct countersign. If the template that you used to provision the user'due south Customer Organization (in Partner Hub) is configured for BroadWorks authentication, the user should be entering their BroadWorks "Web Admission" password. The user may also demand to enter their BroadWorks User ID if their email address is not configured as an Alternate User ID. Make sure the user has entered upper case and lower case characters correctly.
200010	Failed validating credentials as BroadWorks user unauthorized	User should try a different username and countersign combination. Otherwise, admin must reset password in BroadWorks.
200013	Sorry you tin can't join <name of SP offering> with Webex right now. Please try once again in a few minutes. If the problem continues, delight contact your <customer organization ambassador>.	Failed to update the user data in Common Identity. Please update the user once again using the user API.
200014	Please contact your <Service Provider> administrator.	Cheque to make sure that your configuration is accurate and that the provisioning ID is correct in the request.
200016	Failed validating credentials as session not plant	User should refresh browser and retry the username/password.
200018	Failed validating credentials equally user is locked out	User should wait 10 minutes and and so effort again.
200019	Failed validating credentials as add user failed for cocky activation	Admin should check self-activation settings in Control Hub
200022	Failed to send e-mail as user is unauthenticated	User should retry onboarding and entering credentials.
200025	Sorry, you lot can't join Self Activation correct now. Please try again in a few minutes. If the problem persists, contact your System Administrator.	Have the user try again after a few minutes. If that doesn't work, check with Cisco Back up.
200026	Failed validating electronic mail due to pre-cheque failure or pending user incorrect land for PartnerOrgUUID : {partnerOrgUUID} , BroadoworksUUID : {broadworksUUID} , ConfigSetUUID : {configSetUUID}	Admin should inform the user that they entered the incorrect email accost as the email address is associated to a dissimilar organization.
200039	Failed validating electronic mail as emailId already in use in a different Org	User should try onboarding once more to the same verification link, but using a different BroadWorks User ID. Otherwise, the customer organization administrator from the different org should delete the existing user account.
200040	Failed validating email as configSet is not matching with configSet in customerConfig	Admin should compare the verification link that the user used against the link that's configured in Control Hub. The two links and configSets must lucifer.
200041	Failed validating email as user is already entitled for another conflicting service, conflicting entitlements	User should try onboarding again to the aforementioned verification link using a different BroadWorks User ID. Otherwise, the client org ambassador who manages the conflicting service should delete the conflicting service or entitlements.
200042	Failed validating email every bit electronic mail is already associated with some other BroadWorks UserId	User should attempt again with different e-mail accost. Otherwise, admin must delete the other user that uses this email address.
200043	Failed validating electronic mail as user client config mapping is incorrect	User should endeavor again with different email accost. Otherwise, admin must delete the other user that uses this email accost.
200044	Failed validating email as userId is already in use on this BroadWorks cluster	User should try once again with different email address. Otherwise, the customer organization administrator who manages the existing user account that uses this email address must delete that user account.
200045	Failed adding user through self activation as user is already part of a different org	User should retry onboarding, but with a dissimilar email accost. Otherwise, the client arrangement administrator who administers the different org should delete the existing account.
200046	Failed adding user through self activation equally multiple awaiting users exists with same broadworksUserId under same BroadWorks cluster	Admin should delete the awaiting users from Control Hub
200047	Failed adding user through cocky activation as userId is already in use on this BroadWorks cluster	User should endeavour again with dissimilar email accost. Otherwise, the customer arrangement administrator who manages the existing user account should delete that existing user account or remove other entitlements.
200048	Failed adding user through self activation equally email address was already provisioned with a different BroadWorks userId	User should try once again with different email address.
200049	Failed adding user through self activation as userId is already in employ on this BroadWorks cluster	User should try once again with different email address. Otherwise, the customer system ambassador who manages the existing user business relationship should delete that existing user account or remove other entitlements..
200050	Failed adding user through self activation as provisioningID doesn't match expected provisioningID of subscriber's enterprise	The admin should compare the verification link that the user used confronting the link that's configured in Control Hub. The two links and configSets must match.
200051	Failed adding user through self activation as spEnterpriseId specified in this request conflicts with a Service Provider or Enterprise already provisioned from this BroadWorks Cluster	The admin should bank check existing orgs in Control Hub and make certain that they are not creating an org with a name that already exists.
200054	Failed validating electronic mail every bit the region of the customer org and partner org mismatch	The admin should check the partner org and customer org settings in Command Hub and make sure that the regions match.
300005	Precheck failure as the user is already in the queue and in the process of getting provisioned.	User provisioning is yet in progress. Please wait for a few minutes and cheque again.

Error Codes for Directory Sync

The following error codes apply to Directory Sync.


Fault Code	Error Message
600000	Broadworks External Directory User Sync unexpected error.
600001	Broadworks External Directory User Sync failed.
600002	Broadworks External Directory User Sync had to be terminated before completion.
600003	Broadworks External Directory User Sync only partially succeeded. Some Customer Organizations failed to sync.
600004	Broadworks External Directory User Sync is not enabled for the ConfigSet.
600005	Broadworks External Directory User Sync is in-progress for the ConfigSet.
600006	Broadworks External Directory User Sync threads are decorated or shutting downwards, hence will non have more than sync request, try again later.
600007	The Identity Org of the CustomerConfig is not constitute.
600008	The CustomerConfig is not found in the partner org.
600009	Broadworks External Directory User Sync cannot be run as the broadworks cluster associated to the CustomerConfig is busy
600010	Broadworks External Directory User Sync cannot be run as at that place is no broadworks cluster associated to the CustomerConfig.
600011	Broadworks External Directory User Sync is non enabled for the CustomerConfig.
600012	Broadworks External Directory User Sync cannot be run as the Hybrid Directory sync is already enabled for the CustomerConfig.
600013	Broadworks External Directory User Sync failed to add users and automobile accounts to identity store.
600014	Broadworks External Directory User Sync failed while trying to connect to Broadworks cluster. Error from Broadworks - %southward.
600015	Broadworks External Directory User Sync didn't find any matching user in identity shop.
600017	BroadWorks Telephone List Sync failed to sync all user and enterprise/organisation contacts.
600018	BroadWorks Phone List Sync failed for users in the enterprise/system.
600019	BroadWorks Telephone Listing Sync failed to sync enterprise/organization contacts.
600020	BroadWorks External Directory User Sync cannot be disabled as the CustomerConfig sync is in progress.
600022	BroadWorks External Directory Single User Sync is not possible since the enterprise has no provisioned user.
600023	BroadWorks External Directory Single User Sync is non possible because the user already exists in this organization.
600024	BroadWorks External Directory Single User Sync is not possible considering no matching user was found in BroadWorks.
600025	BroadWorks External Directory User Sync failed to update the user account in CI.
600026	BroadWorks External Directory User Sync failed to update the car account in CI.
600027	BroadWorks External Directory Unmarried User Sync is not possible because multiple users were found in BroadWorks.
600028	BroadWorks External Directory Single User Sync is non possible because at least one enterprise directory sync should have been completed.
600029	BroadWorks External Directory User Sync failed since the enterprise has no provisioned user.

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Source: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cloudCollaboration/wx4bwks/Troubleshooting_Guide/wbxbw_b_troubleshooting-guide/wbxbw_b_Troubleshooting-Guide_chapter_011.html