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Cisco Unified Communications Manager (CallManager)

Troubleshooting CallManager Problems with Windows NT and Internet Information Server (IIS)

Cisco - Troubleshooting CallManager Problems with Windows NT and Internet Information Server (IIS)

Document ID: 13973

Updated: Feb 09, 2007

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Introduction

This document addresses common problems, symptoms and resolutions related to AVVID, and Windows NT and Internet Information Server (IIS).

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

This document is not restricted to specific software and hardware versions.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

CallManager Administration Web Site Not Accessible

Problem

Cannot browse the CallManager Administration website.

Symptom/Error

Microsoft Internet Explorer 5.0 times out and returns this message:

Internet Explorer could not find any web address matches for your query.

Solution

Complete these steps in order to manually start the WWW service using the IIS Service Manager Console:

  1. Open the Windows Control Panel.

  2. Double-click Services.

  3. Select World Wide Web Publishing Service.

  4. Start and Stop WWW service.

"OLE DB ERROR" When Browsing The Call Manager Administration Web Site

Problem

Cannot browse the CallManager Administration website. The OLE DB error occurs.

Symptom/Error

The initial page loads up. This error message is received after you click Configuration:

Microsoft OLE DB Provider for ODBC Drivers error '80004005'
 
[Microsoft][ODBC Driver Manager]
 
Data source name not found and no default driver specified
 
/Selsius/SystemSummary.asp, line 101

Solution

Complete these steps in order to check if the System DSN is missing:

  1. Go to Control Panel > ODBC Data Source.

  2. Click the System DSN tab.

    SelsiusData or CiscoData should be listed.

  3. Complete these steps if the SelsiusData or CiscoData is not listed:

    1. Click Add.

    2. Select "Microsoft Access Driver", then click Finish.

    3. Select CCM Database, then point it to the Selsiusdata.mdb file, which is generally located in: C:\>program file\selsius\data\selsiusdata.mdb.

Slow CPU Performance

Problem

CPU hog. Slow performance.

Symptom/Error

The system runs out memory resources.

Solution

Complete these steps:

  1. Run Windows NT Task manager.

  2. Identify the process that causes the CPU to slow down, and end it if it is not being used.

IIS: Event Viewer Logs, Multiple Instances of the Events

Problem

In the Event Viewer logs, multiple instances of these events occur:

The description for Event ID (1003) in Source (IISInfoCtrs) cannot be found. It contains this insertion string(s): (Data is 0x000006b5)

  • Unable to query the W3SVC (HTTP) service performance data. The error code returned by the service is data DWORD 0. (Data is 0x00000426)

  • Unable to collect the FTP performance statistics. The error code returned by the service is data DWORD 0. (Data is 0x00000426)

  • In addition to these events, the IIS Admin service might not be able to be stopped, or the Event Viewer might become temporarily locked.

Cause

These errors are caused when Performance Monitor is used to analyze a CallManager Server and the IIS Admin Service is stopped or restarted, or when the IIS counters are added when the IIS Admin Service is not running.

Solution

Whenever you use Performance Monitor to analyze a CallManager server, it is necessary to stop Performance Monitor before you stop or start the IIS Admin service.

More Information

The IIS counter collection DLL uses the IIS MetaBase to enumerate server roots and IPC. Whenever you view the counters, the IIS Admin service, which hosts the IIS MetaBase, should not be shut down. It can appear to become locked, even though both the WWW and FTP Publishing services are shut down. In the event, the IIS Admin service is stopped while Performance Monitor runs, and either the IIS Admin service or Event Viewer appears to become locked. Exit Performance Monitor and stop the IIS Admin service.

Note: The event ID 2003 warning message is also logged when the Performance Counters are loaded.

The IIS functions in the library will not be treated as trusted.

Problem

After you install Windows 2000 on a drive that was formatted with the FAT or FAT32 file system and install IIS in the same server, this leads to event ID 2003 warning messages in the Application event log when you start System Monitor and add counters. This issue does not occur with NTFS drives that do not have a service pack.

The event ID 2003 warning message has this text:

  • The configuration information of the performance library C:\WINNT\system32\w3ctrs.dll for the W3SVC service does not match the trusted performance library information stored in the registry. The functions in this library will not be treated as trusted.

  • The configuration information of the performance library C:\WINNT\system32\infoctrs.dll for the InetInfo service does not match the trusted performance library information stored in the registry. The functions in this library will not be treated as trusted.

  • The configuration information of the performance library C:\WINNT\system32\aspperf.dll for the ASP service does not match the trusted performance library information stored in the registry. The functions in this library will not be treated as trusted.

Resolution

In order to resolve this problem, run these commands at a command prompt in the C:\WINNT\System32 folder in order to unload and reload the IIS performance dynamic-link libraries (DLLs). After you run these commands, the warning messages are not logged in the event viewer.

  • unlodctr w3svc

  • unlodctr msftpsvc

  • unlodctr asp

  • unlodctr inetinfo

  • lodctr w3ctrs.ini

  • lodctr ftpctrs.ini

  • lodctr axperf.ini

  • lodctr infoctrs.ini

After you run these commands, you must restart the server for the changes to take effect.

Related Information

Updated: Feb 09, 2007
Document ID: 13973