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Unable to Access Productivity Services from Services on Cisco IP Phone

Cisco - Unable to Access Productivity Services from Services on Cisco IP Phone

Document ID: 18023

Updated: Feb 02, 2006

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Contents


Introduction

The Cisco IP Phone productivity service provides four services: CalenderView, MailView, Contact Synchronization, and Personal Assistant Rules Activator on the Cisco IP phone. This document describes possible issues if you click the Services button, select Productivity Services, and you cannot launch the productivity service.

Problem: Unable to Access "Productivity Services." Display shows "Authentication Required"

If you are unable to access the Productivity Services because you must have authentication, try one of the following solutions.

Solutions

Verify the Cisco PPS Virtual Directory is Set Up Correctly

  1. Open Internet Information Service (IIS) by going to Start > Programs > Administrative Tools > Internet Services Manager.
  2. Select the Cisco PPS under Default Web Services.
  3. Right-click to open the Properties window.
  4. Select the Directory Security tab.
  5. Click Edit on Anonymous access and authentication control.
  6. Click Edit on Anonymous access.
  7. Open the Anonymous User Account window.
  8. Check if the Userid is set to domainName\administrator (or service account userid in the case of Microsoft Exchange 5.5) with the correct password.
  9. The domain name should be without a domain suffix, for example: unity and not unity.cisco.com.

Verify if the NETBIOS Name was Given During Installation in Place of the Microsoft Exchange Domain Name

  1. Open IIS by going to Start > Programs > Administrative Tools > Internet Services Manager.
  2. Select the Cisco PPS under Default Web Services.
  3. Right-click to open the Properties window.
  4. Select the Directory Security tab.
  5. Click Edit on Anonymous access and authentication control.
  6. Click Edit on Anonymous access.
  7. Open the Anonymous User Account window.
  8. Set the domain name to the Microsoft Exchange server in domainName\Administrator.
  9. Stop the Cisco Meeting Reminder service from the services user interface (UI).
  10. Click Properties.
  11. Select the Logon tab.
  12. Set the domain name to the Microsoft Exchange server domain name. (Service is run as domainName\userid and password).
  13. Start the Cisco Meeting Reminder service.
  14. Restart the IIS web server on PPS server.

Problem: Unable to Access "Productivity Services." Display Shows "Service Subscription Validation Failed" Error

If you are unable to access the Productivity Services and you are receiving a validation error, try the following solution.

Solution

Verify that the PPS DLLs were registered during installation

  1. Stop the IIS web server and the Cisco Telecaster UMClient service on the PPS server.
  2. Go to <PPSInstallDir>\bin directory.
  3. Run the register.bat file.
  4. Restart the IIS web server and the Cisco Telecaster UMClient service.
  5. If this does not fix the problem, reinstall PPS.

Problem: Unable to Access "Productivity Services." Display Freezes/Shows Screen with Update and Exit Softkeys

If you are unable to access Productivity Services because the display screen freezes or shows the screen with update and exit softkeys, try one of the following solutions.

Solutions

Verify Cisco PPS Virtual Directory is Installed

  1. Open IIS by going to Start > Programs > Administrative Tools > Internet Services Manager.
  2. Select the Cisco PPS under Default Web services.
  3. Right-click to open the Properties window.
  4. Under Application Settings, check if the Application Name appears as Cisco PPS.
  5. If not, click the Create button. The "Application Name" should now appear as Cisco PPS.
  6. Restart IIS and reset the phone.

Verify Cisco PPS Virtual Directory is Configured Correctly

  1. Open IIS by going to Start > Programs > Administrative Tools > Internet Services Manager.
  2. Select the Cisco PPS under Default Web services.
  3. Right-click to open the Properties window.
  4. Under Application Settings, change the Application Protection to Low[IIS process].
  5. Restart IIS and reset the phone.
  6. Check if http://localhost URL comes up with the Microsoft page. If not, IIS is not properly set up for handling asp files.
  7. Uninstall and reinstall IIS.

Related Information

Updated: Feb 02, 2006
Document ID: 18023