Field Notice: FN74057 - Cisco Unified Contact Center Express Database Service May Fail Due to Increasing Database Connections - Software Upgrade Recommended

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Updated:October 27, 2023

Document ID:FN74057

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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

Affected Software Product	Affected Release	Affected Release Number
Unified Contact Center Express Latest Updates	11	11.0(1)SU1, 11.0(1)SU1ES02, 11.0(1)SU1ES03, 11.5(1)ES01, 11.5(1)SU1, 11.5(1)SU1ES01, 11.5(1)SU1ES02, 11.5(1)SU1ES03, 11.6(1)ES01, 11.6(1)ES02, 11.6(2)ES01, 11.6(2)ES02, 11.6(2)ES03, 11.6(2)ES04, 11.6(2)ES05, 11.6(2)ES06, 11.6(2)ES07, 11.6(2)ES08
Unified Contact Center Express Latest Updates	12	12.5(1)ES01, 12.5(1)ES02, 12.5(1)ES03, 12.5(1)_SU01_ES01, 12.5(1)_SU01_ES02, 12.5(1)_SU01_ES03, 12.5(1)_SU02_ES01, 12.5(1)_SU02_ES02, 12.5(1)_SU02_ES03, 12.5(1)_SU02_ES04, 12.5(1)_SU03_ES01
Unified Contact Center Express Software	11	11.0(1)SU1, 11.5(1)SU1, 11.6(1), 11.6(2)
Unified Contact Center Express Software	12	12.5(1), 12.5(1)SU1, 12.5(1)SU2

Defect Information

Defect ID	Headline
CSCwa14374	CCX increasing DB connections cause the server to crash

Problem Description

Cisco Unified Contact Center Express (CCX) database services crash periodically due to a memory leak associated with defect ID CSCwa14374.

Background

When customers access historical reports, it may cause the Cisco Unified CCX database shared memory value to increase. Once the Cisco Unified CCX database shared memory threshold parameter of 512 MB is reached, the database service may fail.

Problem Symptom

Customers who are running a Cisco Unified CCX release earlier than Release 12.5(1) SU3 ES02 may experience repeated failure of the Cisco Unified CCX database service or inconsistent results in call flows, reporting, database replication, or administrative tasks.

Note: For customers who are using high-availability deployments, the standby subscriber node and database handling historical reporting queries would be affected by this issue first.

Workaround/Solution

Cisco recommends that all customers upgrade to Cisco Unified CCX Release 12.5(1) SU3 ES02 or later to resolve this issue.

How to Identify Affected Products

In addition to the items specified in the Problem Symptom section of this Field Notice, the Cisco Unified CCX database logs display the following error messages:

[TimeStamp] Cannot allocate pool for grprCR_1 thread
[TimeStamp] CDR RQM memory allocation failed (rqmMakeRoomNotSpooler() failed.).
[TimeStamp] CDR RQM: rqmPutBuffer (1/2069/0x322314c/0) failed on trg_send

Revision History

Version	Description	Section	Date
1.0	Initial Release	—	2023-OCT-27

For More Information

For further assistance or for more information about this field notice, contact the Cisco Technical Assistance Center (TAC) using one of the following methods:

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