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.

Error Code

Message

Fix

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

Error Code

Message

WaitingForConfigFile Waiting for configuration file.
NotStarted Feature set not started.
No Network Failed to connect.
Failover Connection failover.
Fallback Connection fallback.
RegAllFailed Device registration failed.
Shutdown Connection shut down.
LogoutReset Connection reset due to you signing out.
InvalidCredentials Incorrect username or password.
NoCredentialsConfigured Incorrect username or password. Try using your Jabber credentials.
CTIShutdown Can't connect to the Computer Telephony Integration server.
CTLReset The certificate trust list isn't synchronized with the TFTP server. Contact your administrator.
LineRegistrationFailure Can't register your phone line.
RegisteredElsewhere Your phone service account is already in use by Jabber or another device. Click to sign into phone service in Webex Teams.
NoRemoteDestinationAvailable You must add a remote destination number to proceed.
CouldNotActivateRemoteDestination That remote destination number is already in use. Add a different number.
NoCtiServersConfigured The CTI server isn't configured. Contact your administrator.
NoTftpServersConfigured No TFTP server configured. Contact your administrator.
TftpCouldNotConnect Can't reach your phone service. Check your network connection and phone service preferences. See the Health Checker in the app for more information.
NoDeviceConfigured Your administrator hasn't set up your phone service yet.
InvalidConfig Can't find your server. Check your phone service preferences.
CouldNotConnect Can't reach your phone service. Check your network connection and phone service preferences. See the Health Checker in the app for more information.
DeviceNotInService Can't connect to a device. Select another device to make calls.
DeviceRegTimedOut Device registration timed out.
DeviceRegDeviceAlreadyRegistered You're already registered to this device.
DeviceRegCouldNotConnect Can't connect to your phone service.
DeviceRegNoDevicesFound Can't connect to your phone service.
DeviceRegAuthenticationFailure Device authentication failed.
DeviceRegSelectedDeviceNotFound Can't connect to your phone service.
DeviceRegSelectedLineNotFound Selected line not found.
DeviceRegCouldNotOpenDevice Can't connect to your phone service.
DeviceRegCouldNotOpenLine Can't connect to your phone service.
DeviceNotAuthorised You're not authorized to use this device.
DirectoryLoginNotAllowed Can't connect to your phone service due to a configuration error. Contact your administrator.
TLSFailure TLS connection failure
IpModeMismatch The local IP and Unified CM IP mode don't match.
HostResolutionFailure Can't resolve server hostname.
ServerError Server isn't currently available.
RequireStorageHelper N/A
DeviceConfigurationRetrievalTimedOut Retrieving phone service configuration file timed out.
EdgeIpModeNotSupported Edge can't support current IP mode.
DisabledByMRAPolicy Your phone service connection has been disallowed by the MRA policy.

Error Code

Message

InValidConfig Can't find your server. Check your phone service preferences.
InValidCredentials Incorrect username or password. Try signing into your phone service again.
InvalidToken Invalid token. Try signing into your phone service again.
ServerCertificateRejected Service certificate rejected. Can't connect to your phone service.
ClientCertificateError Client certificate error. Can't connect to your phone service.
NoCredentialsConfigured Incorrect username or password. Try using your Jabber credentials.
CouldNotConnect Can't reach your phone service. Check your network connection and phone service preferences. See the Health Checker in the app for more information.
Unknown Can't reach your phone service. Contact your administrator.
SSLConnectError SSL Connection Error.
ucHybridIncompatability You can't use your phone service when it's been enabled for Hybrid Call Service. Contact your administrator.

Error Code

Message

Connecting Telephony device registration in progress…
ConnectionTerminated Your phone service account is already in use by Jabber or another device. Click to sign into phone service in Webex Teams to reconnect.
EdgeNoDeskphone Your desk phone service is not enabled in your environment. You must connect to softphone mode in Webex.
UcHybridIncompatability You 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.


This is not an exhaustive list of error codes. The table lists only existing error codes for which the Webex app does not currently provide clear direction to the user.
Table 1.

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.


This is not an exhaustive list of error codes. The table lists only existing error codes for which the Webex app does not currently provide clear direction to the user.
Table 2.

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