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Cisco ICS 7700 Series Integrated Communication Systems

Field Notice: Cisco Unity Unified Messaging Release 3.x Stops Processing Calls Due to Microsoft SQL Server Lock Up


Updated March 7, 2002

February 5, 2002


Products Affected

  • Cisco Unity Version 3.x

Problem Description

Cisco Unity Version 3.x stops processing calls due to a Microsoft SQL Server lock.

Background

This problem was fixed by the Microsoft SQL Server patch. The Cisco DDTS tracking number is CSCdw13964.

Problem Symptoms

Several of the following behaviors will be exhibited when the Cisco Unity Server experiences a Microsoft SQL Server lock up.

  • The AvCsMgr process is still running.

  • Cisco Unity System Administration pages are not accessible.

  • Subscribers may receive silence after entering their passwords while logging on to their mailboxes by using the telephone user interface (TUI).

  • Callers may experience Ring-No-Answer when calling Cisco Unity.

The following errors will be displayed in the Cisco Unity server's application event log:

fn17702_gqrt9x.gif

fn17702_gqrtbp.gif

fn17702_gqrte3.gif

fn17702_gqrti3.gif

The following errors may be displayed if Cisco Unity has been in this state for an extended period of time:

fn17702_gqrtmi.gif

fn17702_gqrto4.gif

fn17702_gqrtpe.gif

Workaround/Solution

Requirements

Cisco Unity systems exhibiting one of the behaviors described in the Problem Description section must meet the following requirements before applying the hot fix:

  1. Cisco Unity systems running versions 3.0(2) or below must update to 3.0(3) or higher before applying the hot fix.

  2. Microsoft SQL Server 2000 Service Pack 1 is required to upgrade to Cisco Unity Version 3.0(3) or above.

Note:?Qualification for Microsoft SQL Server Service Pack 2 has been completed and may be required in future versions of Cisco Unity. Instructions for downloading a hot fix for Service Pack 2 are being provided in this document. If you reapply Service Pack 1 or Service Pack 2, you will also need to reapply the appropriate hot fix for each Service Pack.

Applying The Workaround (Overview)

Downloading and Installing the Hot Fix for SQL Server 2000 and MSDE 2000

Cisco Unity version 3.0(4) requires that you install the SQL Server 2000 hot fix that is described in Microsoft Knowledge Base article Q315395 on the Microsoft Product Support Services website. The hot fix is required for systems using SQL Server 2000 and for systems using MSDE 2000 for the data store. The hot fix applies to localized versions of SQL Server 2000 and MSDE 2000.

To download and Install the SQL Server 2000 Hot Fix

Perform these steps:

  1. If you do not know which SQL Server 2000 service pack is installed, see the To determine the service pack version currently installed on the Cisco Unity server section.

  2. Download the applicable hot fix file, depending on the service pack installed on the Cisco Unity server.

    ftp://hotfix.microsoft.com/sql/SQL_Server_2000/sp1/q315395/q315395_ENU_i386_MID66881_zip.exe NOTE: Hotfix no longer available follow hotfix link for further Microsoft Support. leavingcisco.com

    For SQL Server 2000 Service Pack 1

    ftp://ftp.microsoft.com/bussys/sql/transfer/sql80/sqlservr/s80558i.exe leavingcisco.com

    For SQL Server 2000 Service Pack 2

     

    Note:?These hot fixes will be available until SQL Server 2000 Service Pack 3 is released and qualified for use with Cisco Unity.

  3. If you did not download the file to the Cisco Unity server, copy it to the Cisco Unity server.

  4. In Windows Explorer, double-click the file you downloaded in Step 2, and follow the on-screen prompts to extract the files.

  5. When you are prompted, use the applicable password, depending on the service pack installed on the Cisco Unity server.

    ty6a[^-LOH

    For SQL Server 2000 Service Pack 1

    8.00.558

    For SQL Server 2000 Service Pack 2

     
  6. On the Windows Start menu, click Programs > Administrative Tools > Services.

  7. In the right pane, right-click MSSQLServer, and click Stop.

  8. Close the Services MMC.

  9. Right-click the MSSQLServer tray icon in the status area of the toolbar, and click Exit.

  10. Back up Sqlservr.exe by moving it to another directory. If SQL Server 2000 or MSDE 2000 was installed in the default location, this file is in the Program Files\Microsoft SQL Server\MSSQL\Binn directory.

  11. Copy Sqlservr.exe from the directory that contains the hot fix to the directory where you found the file in Step 10.

  12. If the Cisco Unity system is using MSDE 2000, skip to Step 14.

    If the Cisco Unity system is using SQL Server 2000, back up the file Sqlservr.pdb by moving it to another directory. If SQL Server 2000 was installed in the default location, this file is in the Program Files\Microsoft SQL Server\MSSQL\Binn\Exe directory.

  13. If the Cisco Unity system is using SQL Server 2000 and Service Pack 1, copy Sqlservr.pdb from \Exe to the directory where you found the file in Step 12.

    If the Cisco Unity system is using SQL Server 2000 and Service Pack 2, copy Sqlservr.pdb from the directory that contains the hot fix to the directory where you found the file in Step 12.

  14. Restart the Cisco Unity server.

To Determine the Service Pack Version Currently Installed on the Unity Server

Peform these steps:

  1. On the Windows Start menu, click Programs > Microsoft SQL Server > Enterprise Manager.

    If Enterprise Manager was mistakenly not installed during the Cisco Unity installation, install it now. Refer to the Installing SQL Server 2000 or MSDE 2000" section in the Installing a Cisco Unity System chapter of the Cisco Unity Installation Guide.

  2. In the left pane, expand the tree, right-click the name of the Cisco Unity server, and click Properties.

  3. The version is displayed in the Product Version field. The following values in the version indicate the SQL Server 2000 service pack installed:

    8.00.194 (RTM)

    No service pack

    8.00.384 (SP1)

    Service Pack 1

    8.00.534 (SP2)

    Service Pack 2

     
  4. Close the SQL Server Properties dialog box, and close SQL Server Enterprise Manager.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

DDTS

Description

CSCdv04296

All access to SQL failing under load (Calls through ADO failing)

CSCdw13964

Unity crashes with no errors due to SQL problems

 

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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