Guest

Cisco 7800 Series Media Convergence Servers

Field Notice: FN - 62518 - Media Convergence Servers with Hyperthreading Enabled May Experience Call Processing Failures


Revised September 13, 2006

September 11, 2006

NOTICE:

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


Products Affected

Products Affected

Operating System (OS) - OS 2000.x.x

Problem Description

The following applications will experience call processing errors if Hyperthreading is enabled:

Applications running on OS 2000.x.x:

- Unified CallManager 4.x(x) and 3.x(x)

- Unified Contact Center Express (CCX)

- Unified IP-IVR

- Unified QM

- Personal Assistant

- Cisco Conference Connection

- Cisco Emergency Responder

Note: MeetingPlace has its own Hyperthreading configuration requirements and is not affected by this field alert.

Hyperthreading may be enabled if:

  1. Hyperthreading has been enabled in the BIOS configuration

  2. The Operating System was installed on a server and the drives were moved to another server

  3. The server was RMA'd or replaced

  4. The motherboard was swapped

  5. The battery on the motherboard was replaced

  6. Issue with 2000.4.1 install

To resolve issues for all of the above, see the Workaround/Solution section below.

Background

In the course of monitoring server activity, it was found that a third party server monitoring process was consuming a large percentage of CPU resources for a sustained period (2 - 8+ seconds) of time. This caused delays in processing messages and transactions.

Problem Symptoms

With Hyperthreading enabled, the issues caused are not always the same. The end caller might experience various types of failures.

The main characteristic that can be observed is exceedingly high CPU utilization on the server. While this may not be due to specific Cisco related applications and processes, those applications and processes can be adversely affected by the degradation in overall server performance.

Workaround/Solution

For the following applications which run on Operating System 2000.x.x, which have Hyperthreading enabled, see the Workaround below:

- Unified CallManager 4.x(x)

- Unified Contact Center Express (CCX)

- Unified IP-IVR

- Unified QM

- Personal Assistant

- Cisco Conference Connection

- Cisco Emergency Responder

  1. Hyperthreading has been enabled in the BIOS configuration

    Workaround: Use the same procedure utilized to enable for disabling.

  2. The Operating System was installed on a server and the drives were moved to another server

    Workaround: This is not a supported way of installing the Operating System. If this is an new install the installation should be completed on each server individually.

  3. The server was RMA'd or replaced

    Workaround: The Operating System installation should be completed on each server individually.

  4. The motherboard was replaced

    Workaround: The current drives should be held in reserve. Utilize a spare set of drives to complete the installation on the server with the replacement motherboard. This will ensure the correct BIOS version, RAID configuration and the proper BIOS settings are enabled. Once the installation is completed on spare drives, the spare drives can be removed and replaced with the original drives.

  5. The battery on the motherboard was replaced

    Workaround: The current drives should be held in reserve. Utilize a spare set of drives to complete the installation on the server with the replacement motherboard. This will ensure the correct BIOS version, RAID configuration and the proper BIOS settings are enabled. Once the installation is completed on spare drives, the spare drives can be removed and replaced with the original drives.

  6. Issue with 2000.4.1 install

    Workaround: See Installing the Operating System on the Cisco IP Telephony Applications Server, Version 2000.4.1.

Revision History

Revision

Date

Comment

1.1

13-SEP-2006

Updated Problem Description section

1.0

11-SEP-2006

Initial Public Release

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:

Receive Email Notification For New Field Notices

Product Alert Tool - Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.