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One of the following scenarios may occur when trying to connect to a phone with the UPLINX Remote Phone Control Tool.
Case 1: The remote phone does not load and a troubleshooter screen appears.
Solution
•Follow the suggestion provided by the troubleshooter screen.
•See Phone Authentication Errors if the message "Error Code: 0" or "Error Code: 4" is seen.
•Reboot or factory default the phones, especially if the error is only occurring on specific phones.
Case 2: The remote phone does not load and an error message box appears.
Typically, the error message may contain (but not limited to) the following:
•CTI Request timed out.
•The JTAPI provider did not enter in-service state after 10 seconds.
•The terminal <phone name> is not found in the provider's domain.
These usually indicate a JTAPI connection error which can be caused a number of misconfigurations in the CUCM, or corrupt settings on the Cisco phones.
Solution:
•Make sure that the CTI Manager service is up and running and the CTI Manager address is properly configured in Application User settings .
•Make sure any firewalls does not block the TCP port (2748 for non-secured and 2749 for secured) JTAPI connections on the servers running CTI Manager service.
•Restart the CTI Manager service on the CUCM servers.
•Reboot or factory default the phones, especially if the error is only occurring on specific phones.
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