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Cisco ICS 7700 Series Integrated Communication Systems

Field Notice: *Expired* FN - 18929 - Unity Stops Responding Because of RPC Hang


Revised November 6, 2006

April 4, 2002

NOTICE:

THIS FIELD NOTICE HAS BEEN ARCHIVED AND IS NO LONGER MAINTAINED OR UPDATED BY CISCO.

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE, WARRANTY OR SUPPORT. USE OF THE INFORMATION ON THIS FIELD NOTICE OR MATERIALS LINKED FROM THIS FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.


Products Affected

  • Cisco Unity 2.4.6

  • Cisco Unity 3.x

Problem Description

Cisco Unity stops answering calls, but appears to be running. The System Administrator, Status Monitor, and other Cisco Unity tools do not work.

The symptoms are similar to CSCdv04296 (registered customers only) (SQL Server Deadlock), but without events in the application event log. Before applying the work around, ensure that you are not seeing that defect. See Field Notice: Cisco Unity 3.x Stops Processing Calls Due to MS SQL Server Lockup for more details on this issue.

Background

It is believed that this defect can happen on any version of Cisco Unity that uses Telephony Record and Playback (TRaP). This bug is known to occur on Cisco Unity versions 2.4.6 and 3.x.

The defect is related to a bug in Microsoft Windows 9x's RPC layer. This affects Cisco Unity because Unity communicates with the Windows 9x clients during TRaP calls. TRaP is used by View Mail and Media Master.

Microsoft Windows Me will also be affected because it is part of the Windows 9x operating system line.

Problem Symptoms

  1. Unity will stop answering calls. If calling each port directly, the call will be answered by Unity but it will be dead air. After it has done this for each port it will not answer any more calls.

  2. The SA, StatusMonitor, StatusMonitor.exe, and many other Unity tools will not open. After restarting the server, Unity will operate normally.

Note: At some sites, this happens daily, at others it seems to have less often.

Workaround/Solution

The fix from Microsoft is discussed in the Microsoft Knowledge Base article Q315575. The fix can be downloaded from Microsoft, using this link: http://download.microsoft.com/download/WIN98/PATCH/23085/W98/EN-US/315575USA8.EXE leavingcisco.com.

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

CSCdw22615 (registered customers only)

Unity stops responding because of RPC hang

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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