This is an example error message:

When you click the error, you'll see a more detailed message, typically including a suggested fix.

For a general connection issue, will check network status to provide action as either Reconnect or Health Checker.

Find out what calling service you have if you are not sure which option to expand.

The following table lists the sign-in errors you could see when accessing phone services through Webex App. When you see an error like this, try one of:

  • In SSO environments, start a new session in the Phone Service settings.

  • In non-SSO environments, open Phone Service settings and sign in again.

If the error persists when you sign in, share the error code and this article with your calling administrator or IT help desk.

Error Code

Message

Fix

Unknown = 1Unknown Error: 1000:1

For SSO environments, start a new session in the Phone Service settings.

For non-SSO environments, open Phone Service settings and sign in again.

UnknownStartFeatureSetFailure = 2Sign into your account to use your phone services. Error: 1000:2
FeatureSetNotProvisioned = 3Sign into your account to use your phone services. Error: 1000:3
UnknownAuthenticator = 4Sign into your account to use your phone services. Error: 1000:4
ErrorReadingConfig = 6Sign into your account to use your phone services. Error: 1000:6
InvalidStartupHandlerState = 7Sign into your account to use your phone services. Error: 1000:7
InvalidLifeCycleState = 8Phone service registration failed. Error:1000:8
ConfigChangeSignout = 99Sign into your account to use your phone services. Error: 1000:99
ConfigChangeReset = 100Sign into your account to use your phone services. Error:1000:100
InvalidCertRejected = 101Your connection to the server has been rejected due to an invalid certificate. Error: 1000:101
SSOPageLoadError = 400Can't load SSO browser page. Try again later. Error: 1000:400
SSOStartSessionError = 500Failed to start a new SSO session. Try again. Error: 1000:500
SSOUnknownError = 600Can't load SSO browser page. Try again. Error: 1000:600
SSOCancelled = 601Sign into your account to use your phone services. Error: 1000:601
SSOWebexCloudError = 602Failed to start a new SSO session. Try again. Error: 1000:602
SSOCertificateError = 603Cannot start a new session due to a certificate problem. Contact your administrator. Error: 1000:603
SSOInvalidUserSwitch = 604Sign into your account to use your phone services. Error: 1000:604
SSOWhoAmIFailure = 605Failed to start a new session. Try signing into your phone service again. Error: 1000:605
SSOSessionExpired = 606Your session has expired. Try signing into your phone service again. Error: 1000:606
SSOEdgeConfigNeeded = 607Sign into your account to use your phone services. Error: 1000:607
InvalidBrowserResponse = 608Your session has expired. Try signing into your phone service again. Error: 1000:608
CredentialsRequired = 611Sign into your account to use your phone services. Error: 1000:611
CommonIdentityProvisioningUser = 701Phone service registration failed. Error:1000:701
ServiceDiscoveryFailure = 1001Can't find your phone service. Check your phone service preferences. Error: 1000:1001
ServiceDiscoveryAuthenticationFailure = 1002Incorrect username or password. Error: 1000:1002
ServiceDiscoveryCannotConnectToCucmServer = 1003Can't communicate with Unified CM server. Check your phone service preferences. Error: 1000:1003
ServiceDiscoveryNoCucmConfiguration = 1004Can't find your phone service. Check your phone service preferences. Error: 1000:1004
ServiceDiscoveryNoSRVRecordsFound = 1005Can't find your SRV record. Check your phone service preferences. Error: 1000:1005
ServiceDiscoveryCannotConnectToEdge = 1006Cannot communicate with the server. Check your phone service preferences. Error: 1000:1006
ServiceDiscoveryNoNetworkConnectivity = 1007You're not connected to the internet. Check your network settings. Error: 1000:1007
ServiceDiscoveryUntrustedCertificate = 1008No service discovered due to an untrusted certificate from server. Error: 1000:1008
ServiceDiscoveryPrimaryAuthChanged = 1009Your administrator has changed your setup. If you lose your connection, you may need to sign into your phone services again. Error: 1000:1009
ServiceDiscoveryNoUserLookup = 1010Your account configuration is invalid. Contact your administrator. 1000:1010
ConnectionFailedByMRAPolicy = 1100Phone service failed due to MRA policy setting. Error: 1000:1100
ServiceDiscoveryAuthorizationModeChanged = 1012Your phone service has been disconnected due to a change in the authorization mode. Try restarting Webex App. Error: 1000:1012
ServiceDiscoveryHomeClusterChanged = 1013Your phone service has been disconnected because your home Unified CM cluster has changed. Try restarting Webex App. Error: 1000:1013
Table 1. Sign-in error codes

Error code

Error

Description / action

1000:1014

ServiceDiscoveryPolicyNotAllowed

Webex is not allowed to run on this device because of a policy configured for your organization in Control Hub.

1000:1015

ServiceDiscoveryLocationUdsConnectionFailure

Webex failed to connect to CUCM, possibly because of the network.

1000:1016

ServiceDiscoveryLocationUdsRequestFailure

Webex request to CUCM failed. There may be an HTTP error assocaiated, for example 404.

1000:1017

ServiceDiscoveryServersUdsRequestFailure

Webex failed to fetch UDS Servers from CUCM.

1000:1018

ServiceDiscoverySSOQueryFailure

Webex failed to query SSO status from CUCM during on-premises connection.

1000:1020

ServiceDiscoveryEdgeGetOAuthCbRequestFailed

Webex failed to query SSO status from Expressway during MRA connection.

1000:1021

ServiceDiscoveryEdgeGetEdgeSSORequestFailed

Webex failed to fetch SSO authenticate URL from Expressway during MRA connection.

1000:1022

ServiceDiscoveryProxyAuthenticationFailed

Failed to authenticate proxy.

1000:1023

ServiceDiscoveryGetEdgeConfigServiceNameUnavaliable

Webex failed to get edge configuration from Expressway during MRA connection.

1000:1024

ServiceDiscoveryGetEdgeConfigInvalidEdgeConfiguration

Webex cannot parse the edge configuration received during MRA connection.

1000:1025

ServiceDiscoveryGetEdgeConfigSSLConnectionError

Webex failed to connect to Expressway using MRA, possibly because of an underlying network issue.

1000:1026

ServiceDiscoveryManualUCMFlowLocatorAlreadyExists

The user's home cluster is already manually configured.

1000:1027

ServiceDiscoveryUDSServersQueryUnauthorised

The UDS query is unauthorised by CUCM. There may be an associated HTTP error, for example 401, from CUCM.

1000:1028

ServiceDiscoveryUDSServersConnectionFailed

Webex failed to connect to the UDS server.

1000:1029

ServiceDiscoveryUDSServersInvalidURI

The URI for the UDS Server is invalid.

1000:1030

ServiceDiscoveryUDSServersQueryRequestFailed

The request to the UDS Server query failed.

1000:1031

ServiceDiscoveryLocatorUDSUserIdentifierNotSet

No User identifier.

1000:1032

ServiceDiscoveryLocatorUDSNoHomeUDSFound

No Home cluster found.

1000:1033

ServiceDiscoveryCreateDeviceUserLookupFailed

Failed to lookup CUCM Server

1000:1034

ServiceDiscoveryNoServiceRecord

No DNS SRV Record.

1000:1035

ServiceDiscoveryTFTPFileURLSNotSet

Cisco TFTP Service is not enabled in CUCM Server.

1000:1036

ServiceDiscoveryTFTPIllegalState

TFTP request failed due to state error.

1000:1037

ServiceDiscoveryTFTPNoFilesToUpdate

TFTP request failed due to no file.

1000:1038

ServiceDiscoveryVersionQueryNoServersConfigured

No CUCM UDS Servers found.

1000:1039

ServiceDiscoveryTFTPParsedValueIsEmpty

Failed to parse tftp response body

1000:1040

ServiceDiscoveryNoLocatorUDS

Failed to query home cluster for the email or username.

1000:1041

ServiceDiscoveryCreateDeviceFailedServerURIError

No valid server url to create device.

1000:1042

ServiceDiscoveryCreateDeviceFailedServerError

Failed to create device and CUCM replied with HTTP 500 error.

1000:1043

ServiceDiscoveryCreateDeviceFailedTemplateNotFound

Failed to create device because no device template found in CUCM. CUCM replied with HTTP 600 error.

1000:1044

ServiceDiscoveryCreateDeviceFailedExtensionNotAssociated

Failed to create device because no extension DN is associated with the userId in CUCM. CUCM replied with HTTP 601 error.

1000:1045

ServiceDiscoveryCreateDeviceFailedToFetch

Failed to fetch device configuration.

1000:1046

ServiceDiscoveryCreateDeviceFailedToCreate

Failed to create device and CUCM replied with HTTP 602 error.

1000:1100

ConnectionFailedByMRAPolicy

The Edge server refused to provide an access token returning HTTP 403.

Check the user configuration on the Edge service and the CUCM.

Error Code

Message

WaitingForConfigFileWaiting for configuration file.
NotStartedFeature set not started.
No NetworkFailed to connect.
FailoverConnection failover.
FallbackConnection fallback.
RegAllFailedDevice registration failed.
ShutdownConnection shut down.
LogoutResetConnection reset due to you signing out.
InvalidCredentialsIncorrect username or password.
NoCredentialsConfiguredIncorrect username or password. Try using your Jabber credentials.
CTIShutdownCan't connect to the Computer Telephony Integration server.
CTLResetThe certificate trust list isn't synchronized with the TFTP server. Contact your administrator.
LineRegistrationFailureCan't register your phone line.
RegisteredElsewhereYour phone service account is already in use by Jabber or another device. Click to sign into phone service in Webex Teams.
NoRemoteDestinationAvailableYou must add a remote destination number to proceed.
CouldNotActivateRemoteDestinationThat remote destination number is already in use. Add a different number.
NoCtiServersConfiguredThe CTI server isn't configured. Contact your administrator.
NoTftpServersConfiguredNo TFTP server configured. Contact your administrator.
TftpCouldNotConnectCan't reach your phone service. Check your network connection and phone service preferences. See the Health Checker in the app for more information.
NoDeviceConfiguredYour administrator hasn't set up your phone service yet.
InvalidConfigCan't find your server. Check your phone service preferences.
CouldNotConnectCan't reach your phone service. Check your network connection and phone service preferences. See the Health Checker in the app for more information.
DeviceNotInServiceCan't connect to a device. Select another device to make calls.
DeviceRegTimedOutDevice registration timed out.
DeviceRegDeviceAlreadyRegisteredYou're already registered to this device.
DeviceRegCouldNotConnectCan't connect to your phone service.
DeviceRegNoDevicesFoundCan't connect to your phone service.
DeviceRegAuthenticationFailureDevice authentication failed.
DeviceRegSelectedDeviceNotFoundCan't connect to your phone service.
DeviceRegSelectedLineNotFoundSelected line not found.
DeviceRegCouldNotOpenDeviceCan't connect to your phone service.
DeviceRegCouldNotOpenLineCan't connect to your phone service.
DeviceNotAuthorisedYou're not authorized to use this device.
DirectoryLoginNotAllowedCan't connect to your phone service due to a configuration error. Contact your administrator.
TLSFailureTLS connection failure
IpModeMismatchThe local IP and Unified CM IP mode don't match.
HostResolutionFailureCan't resolve server hostname.
ServerErrorServer isn't currently available.
RequireStorageHelperN/A
DeviceConfigurationRetrievalTimedOutRetrieving phone service configuration file timed out.
EdgeIpModeNotSupportedEdge can't support current IP mode.
DisabledByMRAPolicyYour phone service connection has been disallowed by the MRA policy.

Error Code

Message

InValidConfigCan't find your server. Check your phone service preferences.
InValidCredentialsIncorrect username or password. Try signing into your phone service again.
InvalidTokenInvalid token. Try signing into your phone service again.
ServerCertificateRejectedService certificate rejected. Can't connect to your phone service.
ClientCertificateErrorClient certificate error. Can't connect to your phone service.
NoCredentialsConfiguredIncorrect username or password. Try using your Jabber credentials.
CouldNotConnectCan't reach your phone service. Check your network connection and phone service preferences. See the Health Checker in the app for more information.
UnknownCan't reach your phone service. Contact your administrator.
SSLConnectErrorSSL Connection Error.
ucHybridIncompatabilityYou can't use your phone service when it's been enabled for Hybrid Call Service. Contact your administrator.

Error Code

Message

ConnectingTelephony device registration in progress…
ConnectionTerminatedYour phone service account is already in use by Jabber or another device. Click to sign into phone service in Webex App to reconnect.
EdgeNoDeskphoneYour desk phone service is not enabled in your environment. You must connect to softphone mode in Webex App.
UcHybridIncompatabilityYou can't use your phone service when it's been enabled for Hybrid Call Service. Contact your administrator.

The following table displays sign-in error codes that may display in the Webex App app.

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

Error Code

Error Message

200010

Failed validating credentials as user unauthorized

200016

Failed validating credentials as session not found

200018

Failed validating credentials as user is locked out

200019

Failed validating credentials as add user failed for self-activation

200022

Failed to send email as user in unauthenticated

200026

Failed validating email due to pre-check failure or pending user incorrect state for PartnerOrgUUID : {partnerOrgUUID} , BroadoworksUUID : {broadworksUUID} , ConfigSetUUID : {configSetUUID}

200039

Failed validating email as emailId already in use in a different Org

200040

Failed validating email as configSet is not matching with configSet in customerConfig

200041

Failed validating email as user is already entitled for another conflicting service, conflicting entitlements

200042

Failed validating email as email is already associated with another UserId

200043

Failed validating email as user customer config mapping is incorrect

200044

Failed validating email as userId is already in use on this cluster

200045

Failed adding user through self-activation as user is already part of a different org

200046

Failed adding user through self-activation as multiple pending users exists with same userId under same cluster

200047

Failed adding user through self-activation as userId is already in use on this cluster

200048

Failed adding user through self-activation as email address was already provisioned with a different userId

200049

Failed adding user through self-activation as userId is already in use on this cluster

200050

Failed adding user through self-activation as provisioningID doesn't match expected provisioningID of subscriber's enterprise

200051

Failed adding user through self-activation as spEnterpriseId specified in this request conflicts with a Service Provider or Enterprise already provisioned from this Cluster

200054

Failed validating email as the region of the customer org and partner org mismatch

The following table displays phone services connection error codes that may display in the Webex App app.

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

Error Code

Error Message

1000:1

On clicking the phone services banner, error code 1000:1 is displayed.

Generally indicates that the Device Configuration was downloaded successfully, but a setting may be missing or incorrect.

The most common example that has been observed is that Session Border Controller (SBC) TAGS are set incorrectly or are missing altogether. In this case, the client defaults to trying to register to the BroadCloud instead of to the BroadWorks server.

1000:1501

Invalid Login Credentials

1000:1502

Token Failure

1000:1503

Forced Sign Out

1000:1504

IPC Not Responding

1000:1505

BroadWorks Device Failure

This usually indicates that there is a problem downloading a Device Config for the user. Confirm that the correct Identity/Profile Type is applied to users under User > Call Control > Shared Call Appearance:

  • For Desktop apps, it should be Business Communicator — PC

  • For Mobile apps, it should be Connect — Mobile

1000:1506

Sign-In Failure

1000:1507

BroadWorks Config Download Failure

On the BroadCloud or BroadWorks server, check under Group > Resources > Identity/Device Profiles > Profile > File and confirm that there is a valid config-wbx.xml config file applied to the client.

Note that all support for UCaaS config_wxt.xaml files is now removed.

1000:1508

SSO Canceled