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Cisco Unified Contact Center Enterprise

Field Notice: FN - 63215 - ICM/UCCE Potential Loss of Server Network Connection

Field Notice: FN - 63215 - ICM/UCCE Potential Loss of Server Network Connection

Revised June 4, 2012

March 20, 2009


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
1.1
04-JUN-2012
Updated Products Affected and Workaround/Solution sections.
1.0
20-MAR-2009
Initial Public Release

Products Affected

Products Affected
ICM/UCCE - 7.0(SR4), 7.1(X), 7.2(X), 7.5(X), 8.0(X), 8.5(X)

Problem Description

The network connection of a ICM/UCCE server machine can be lost over the NIC interface(s) when the conditions described in the Background Section are met.

This problem can be caused by an incompatibility between the Microsoft Scalable Network Pack (SNP) release, specifically the TCP/IP Offload feature, and certain NIC cards that support this feature but with possibly an earlier driver version.

Background

As part of Microsoft Windows Service Pack 2, the SNP release is automatically installed and enabled. This release is described in this KB Article from Microsoft.

However, numerous support cases caused Microsoft to issue a subsequent patch to effectively disable the SNP feature. This issue is described in this KB Article.

Problem Symptoms

The ICM/UCCE server machine can lose network connectivity in certain combinations of NIC cards and Windows Server 2003 SP2.

Scenarios have been observed where network connectivity over a NIC connection can be lost when these conditions are met:

  • The NIC hardware supports TCP/IP Offloading. You can check if a NIC interface supports TCP/IP Offloading with these steps:
    1. From the Network Connections Control Panel, right-click on the NIC interface, and choose Properties.
    2. In the General tab, click the Configure button.
    3. Click the Advanced tab
    4. There is a list of properties that are associated with this device. If you see an entry that states IPv4 Checksum Offload, then the device supports TCP/IP Offloading.
  • The NIC driver software can be an earlier version.
  • Windows 2003 Server plus Service Pack 2 is installed (SNP is installed and enabled).
One scenario where this problem has been exposed is when the IPSEC policy for Support Tools on the ICM/UCCE Server in question is changed from the Assigned to Unassigned through the Windows IP Security Policy Management MMC console plug-in.

Workaround/Solution

Refer to this docwiki article:
http://docwiki.cisco.com/wiki/Contact_Center_Networking:_Offload,_Receive_Side_Scaling_and_Chimney

  1. Consult with the NIC card manufacturer and as appropriate, update the NIC driver software for the NIC interface. This should fix the problem. If not, proceed to the next step.
  2. Install this patch from Microsoft: KB948496.
    Refer to the Microsoft installation instructions, policy and procedures provided online with the patch.

Testing Information

Product Version Tested *(Y/I) Components Tested (All or Specific)
ICM/UCCE 7.1(5) and 7.5(1) Y NIC Connectivity


* Testing Disposition
I—In Progress (that indicates that testing is in progress and will be updated when complete)
Y—Yes (tested)
NA—Not Applicable (none of the security updates are being tested because of a Not Applicable or Deferred assessment)

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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