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Cisco Unified Communications Manager (CallManager)

Field Notice: FN - 62850 - MCS 7825-H2 Running Cisco Unified Communications Manager 5.1 and 6.0, Cisco Emergency Responder, MeetingPlace Express, Cisco Unified Mobility Manager or Cisco Unified Presence 6.0 - Sporadic Server Hang


Revised December 4, 2007

July 19, 2007

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.


Revision History

Revision

Date

Comment

1.5

04-DEC-2007

Added MeetingPlace Express to title, added MPE - 2.0 to Products Affected.

1.4

12-NOV-2007

Added Cisco Emergency Responder to the title, added CER - 2.0(1) and CER - 2.0(2) to the Products Affected section.

1.3

09-OCT-2007

Added Mobility Manger to the affected products.

1.2

22-AUG-2007

Added Update 08/21/2007 to Workaround/Solution section with links to 5.1 and 6.0 software.

1.1

14-AUG-2007

Added information regarding the fixed 5.1(2b) version to the Problem Description and Workaround/Solution sections. Removed paragraph regarding upcoming fix from the Problem Description section.

1.0

19-JUL-2007

Initial Public Release

Products Affected

Product

Comments

7820 - MCS-7825-H2-IPC1

MCS7825-H2, first generation - only affected when running Cisco Unified Communications Manager 5.1 or Cisco Unified Presence 6.0

7820 - MCS-7825-H2-IPC2

MCS7825-H2, second generation - only affected when running Cisco Unified Communications Manager 5.1 or Cisco Unified Presence 6.0

7820 - MCS7825H2-K9-CMA2

Cisco Unified Communications Manager 5.1 running on MCS7825-H2

CALLMGR - CM5.1-K9-DL320G4

Software Only for Cisco Unified Communications Manager 5.1 running on HP DL320G4

CALLMGR - CM6.0-K9-DL320G4

Software Only for Cisco Unified Communications Manager 6.0 running on HP DL320G4

CER - 2.0(1)

CER - 2.0(2)

CUPS - SW-CUP6.0-K9=

Software Only for Cisco Unified Presence 6.0 - only affected when running on MCS7825-H2 or HP DL320G4

CUPS - SW-CUP6.0-K9P

Software Only Promotion for Cisco Unified Presence 6.0 - only affected when running on MCS7825-H2 or HP DL320G4

MOBILITYMANAGER - MM1.2-K9=

Software for Cisco Unified MobilityManager, version 1.2(5)

MPE - 2.0

MPE versions 2.0 and earlier are affected.

Problem Description

The MCS7825-H2 and the HP equivalent HP DL320-G4 are currently experiencing unexpected behavior on Cisco Unified Communications Manager 5.1(x), Cisco Unified Communications Manager 6.0(x) and/or Cisco Unified Presence 6.0(x) whereby the server becomes unresponsive for a duration of time. If that time exceeds ten minutes, a system failsafe timer will cause the server to reboot and then the system will return to normal operation. This error can recur on the same server more than once.

This error has not been seen on any other MCS server models or other Cisco Unified Communications Manager or Cisco Unified Presence versions. It has also not been seen on any other Unified Communications applications. At this time, it is limited to only those product versions and servers combinations listed in the Products Affected section above.

Update 8/14/2007:

Cisco and HP have arrived at a resolution to the problem. Please refer to the Workaround/Solution section below for instructions on how to obtain and install the fix.

Background

Starting with Cisco Unified Communications Manager 5.0, Cisco began offering appliance versions for various Cisco Unified Communications applications. Cisco OEMs the MCS 7800 series portfolio from two vendors. Each vendor provides Cisco the necessary hardware and drivers to allow Unified Communincations applications to run on the hardware. Although similar, the two platforms are not identical and therefore, the behavior of the appliance and the overall application can vary from vendor to vendor, from model to model, and release to release. In this case, the MCS7825-H2 model and the equivalent HP DL320G4 are exhibiting kernel hangs. This has not been seen in any other appliance models or application versions running on appliances other than those listed in the Products Affected section above.

The error occurring is the result of code being executed in the HP Advanced Server Management (ASM) component versions 7.6.0 - 7.7.0. The HP ASM software is a set of common software components that is supported on multiple operating systems and enable monitoring and control hardware features in ProLiant servers. These features help monitor CPU utilization, detect and manage critical server software and hardware exceptions, thermal events, memory errors, loss of power, as well as critical disk, NIC, and network errors.

Version 7.8.0 of the HP Advanced Server Management component is expected to correct this particular system freeze and this newer component is included in the proposed patch in the Workaround/Solution section below.

Problem Symptoms

A Cisco Unified Communications Manager 5.1(x) and/or 6.0(1) and/or Cisco Unified Presence 6.0 system running on an MCS7825-H2 or HP DL320G4 with this issue will appear to become non-responsive for a period of time. If that period of time exceeds ten minutes, the system will reboot and return to normal operation. During the time of non-responsiveness, the system clock will stop updating and will continue to display the same time for the duration of the hang. The frequency of this system hang may vary from only once in many months to multiple times a week.

Workaround/Solution

Update 8/21/2007:

Cisco Unified Communications Manager versions 5.1(2b) and 6.0(1a) were recently released to Cisco.com and both contain the fix for this problem for Cisco Unified Communications Manager versions 5.1 and 6.0, respectively. Either one can be used instead of the patch file referenced below. To be clear, it is not necessary to both upgrade to either version 5.1(2b) or 6.0(1a) AND apply the patch referenced below; applying one of the appropriate version upgrades OR the patch is sufficient to resolve this issue.

To access version 5.1(2b), please look for cisco-ipt-k9-patch5.1.2.3000-2.tar.gz.sgn at the Cisco Unified Communications Manager 5.1 (registered customers only) download page.

To access version 6.0(1a), please look for UCSInstall_UCOS_6.0.1.2000-4 (parts 1 and 2) at the Cisco Unified Communications Manager 6.0 (registered customers only) download page.

A diagnostic and a patch file relating to this problem are available. The files are available at Cisco Unified Communications Manager Utilities Software Downloads page (registered customers only) and are named:

1) ciscocm.hpasm-7.8-verify.cop.sgn - diagnostic file

2) ciscocm.hpasm-7.8-install.cop.sgn - patch file

The first file is a benign diagnostic file that does not affect any server resources; it simply indicates whether the server qualifies for the second file by verifying that the server is a MCS-7825-H2 and that version 7.6 or 7.7 of the HP Advanced Server Management software is installed. This diagnostic file will not install the fix.

The second file is the actual patch and removes the older version of the HP Advanced Server Management software and replaces it with the newer 7.8 HP Advanced Server Management software, which addresses the sporadic system halts and reboots. Even if this event has not already occurred on a given server, Cisco recommends installing the second patch file on affected servers.

**Note: Once installed, the patch cannot be uninstalled.

Installation procedure for the Diagnostic and Patch files:

1) Navigate to the Cisco Unified Communications Manager Utilities Software Downloads page (registered customers only) and click the right mouse button on the file of interest, select "Save As ...", navigate to an appropriate directory for saving the file, and click OK; make note of the directory in which the file is saved.

2) Log into the Cisco Unified Communcations Manager OS Administration GUI on each MCS-7825-H2 server in the cluster and select Software Upgrades -> Install / Upgrade. Note that it will be necessary to either burn the file to a CD or DVD, or to transfer it to a server that is accessible from the MCS-7825-H2 server, depending on which installation/upgrade option is chosen.

The progress and status of the file installation will appear in the Software Installation/Upgrade screen. This screen has two areas, a header area titled "Installation Status" and a text box titled "Installation Log" that shows the progress of the installation. A successful installation will be indicated with a "Success" message in the Installation Status - Status field. If the file installation fails, please contact your Cisco TAC representative.

**Note: There is one exception when systems may show a status of "Error encountered" in the Installation Status - status field after the patch file is installed. If this occurs, please review the text in the Installation Log textbox to see if it indicates success. As long as the Installation Log indicates success, the error message can be ignored as it represents a bug in the Install/Upgrade software itself. See CSCsj05998 (registered customers only) for further information.

For the diagnostic file, success can be determined by viewing the text in the log describing whether the system is affected or not. You will see either "AGENT UPGRADE REQUIRED" or "NO CORRECTIVE ACTIONS ARE NEEDED". For the patch file, success can be determined if "COMPLETED SUCCESSFULLY" is shown.

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

CSCsi75567 (registered customers only)

MCS-7825H2-IPC1: Server randomly rebooting for no apparent reason

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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