Field Notice: FN - 64314 - Update to Historical Reporting User Password Breaks CUIC for UCCX

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

Products Affected

Problem Description

When you go into the Cisco Unified Intelligence Center (CUIC) datasources, the Unified Contact Center Express (UCCX) db_cra has a red X next to the Primary and Secondary servers. The connection fails and you receive the uccxhruser@hostname does not exist on the server message.

You are not able to run reports from CUIC.

Background

When you go into AppAdmin and set the Historical Reporting User password (uccxhruser) for 3rd party reporting on both nodes, it gives you an error on the node that was configured second that says "Password update failed as the password could not be saved for CUIC CORES".

Once you do this, the CUIC datasource for the UCCX db_cra breaks. When you try to set the password manually again on the datasource to the one you set in AppAdmin, it tells you the uccxhruser does not exist on the server.

Problem Symptoms

After you change the Historical Reporting User from AppAdmin and get an error on the second node, you receive the message "Password update failed as the password could not be saved for CUIC CORES".

Workaround/Solution

Complete these steps:

1. Modify HR user password on node 2 > Save. 
2. Modify HR user password on node 1 > Save. 
3. Navigate to node 1 CUIC legacy UI > Synchronize Cluster.

   The UCCX Data Source shows online and Historical Reports will run.

If the steps via the GUI do not work, the other option is to reset the uccxhruser password via root. Run this command from the second node first and then from the first node:

/opt/cisco/uccx/bin/resetpasswd uccxhruser

Note: Replace with the actual password you want to give for uccxhruser.

Then, proceed with Synchronize Cluster from CUIC.

Change the password from the CUIC UCCX datasource and enter the same password that you entered with the resetpasswd command on root.

Now the UCCX Data Source is green and you can run the reports.

Apply the 11.5(1) ES1/COP1 or later ES/COP version.

If the steps via the GUI do not work, the other option is to reset the uccxhruser password via root. Contact the Technical Assistance Center (TAC) in order to execute this password reset.

CDETS

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

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:

• Open a service request on Cisco.com
• By email
• By telephone

Receive Email Notification For New Field Notices

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