Webex App | Error messages for Calling

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.

Unified CM Errors

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 = 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 App. Error: 1000:1012
ServiceDiscoveryHomeClusterChanged = 1013	Your 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
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 App to reconnect.
EdgeNoDeskphone	Your desk phone service is not enabled in your environment. You must connect to softphone mode in Webex App.
UcHybridIncompatability	You can't use your phone service when it's been enabled for Hybrid Call Service. Contact your administrator.

Webex Calling and Calling hosted by a Service Provider Errors

Sign-In
Connection

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