This document provides information to troubleshoot the Lightweight
Directory Access Protocol (LDAP) in a Cisco Unified Contact Center Express.
Although this document contains some information about common problems with
Cisco Customer Response Solution (CRS) and Cisco CallManager, this document
makes no attempt to completely describe these components. Rather, this document
concentrates on the symptoms and methods in order to identify the source of
problems that can occur. The problems can relate to software or
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
If the Node manager did not start and you see many LDAP connectivity
exceptions in the MCVD logs, then there can be some problems in the
ccndir.ini file. The ccndir.ini contains the
bootstrap information, for example, it contains the information of the LDAP
server and its credentials where CRS stores its configuration.
When you start the CRS Serviceability tool and if there was something
wrong with the information in the ccndir.ini file, the
Failed to connect to LDAP error message is
It also shows the CRS Bootstrap dialog
dialog box in which you can correct the ccndir.ini file. You
can enter the correct values in the CRS Bootstrap dialog box, and choose
If it appears again in the next alert, then your information is still
wrong. You receive this alert until the issue with the connection to the
specified LDAP server is solved.
If the given information was right, you receive these messages. Click
OK on both the messages and the serviceability window appears.
After you complete this, restart the CRS Node
Manager service in order for the changes to take effect.
Cisco CRS Appadmin does not allow any user to login or to see any
agents in the Resources page in the Subsystems > RmCm menu.
This can be due to the wrong Cisco CallManager LDAP server information, where
Cisco CallManager stores its user information.
This can be resolved if you use the Cisco CRS Serviceability
tool. In the Cisco CRS Serviceability
tool, choose the Cisco CallManager LDAP
Information tab, type the correct values and click
Update. The User Base location, the
Cisco CallManager Base Context or the Directory
Manager credentials are possibly
If you are sure about the information, click Yes for
Click OK in order to
Restart the CRS Node Manager service in
order for the changes to take effect.
Complete these steps in order to delete all existing licenses:
In CCN Apps > clusters OU, choose your cluster
profile OU and choose ClusterSpecific > License > Flexlm
OU, which contains all the licenses
In the right pane, you can see the licenses listed. In order to
delete the license, right-click on each of them and choose
In order to upload new licenses, go to the CRS
Appadmin and use the License Information Link
in System > Control Center. Choose Add
license(s) in order to upload new licenses.
Troubleshoot Mutex Lock Errors for more information on how to
troubleshoot the mutex lock errors.
While Handling The Input Request" Error Message When Configuring CRS for
more information on how to clear the archive flags.
In situations where you want to redo the Cluster Setup, there is a flag
called setup found at CCN Apps > clusters >
<profile> > appadminsetup.
This contains the value DONE when the Cluster Setup is
completed successfully. In order to redo the Cluster Setup, change its value to
FRESH_INSTALL. After you change this, refresh the
CRS Appadmin in order to see the screens for
Cluster Setup. If you redo the cluster setup, this takes you through the
windows where you choose your administrator for
Note: Only complete these steps if necessary since it can harm the regular
functioning. This can be used in the case where the user has forgotten the
admin user ID.
In order to repeat the server setup for a node, there is a
setup flag for each node located at CCN Apps >
clusters > <profile> > Nodes >
<node_id> > appadminsetup. It
has DONE as its value if the server setup was completed for
the corresponding node. In order to redo the server setup for that node, change
its value to FRESH_INSTALL. After you change this, refresh the
CRS Appadmin in order to see the screens of
With the MADM LIB_CFG debug turned on, this logs
print information about the duplicate GUIDs, and you need to find out which one
is the correct entry. Then, you can delete the incorrect one.
5635: May 14 15:55:13.075 GMT+530 %MADM-LIB_CFG-3-CONFIG_FAIL:Fail to load ldap configuration file:
Exception=ICD LDAP: Duplicate guids in users agenty and agentx
5636: May 14 15:55:13.075 GMT+530 %MADM-LIB_CFG-3-EXCEPTION:java.lang.IllegalStateException: duplicate guid
5637: May 14 15:55:13.075 GMT+530 %MADM-LIB_CFG-3-EXCEPTION:
5638: May 14 15:55:13.075 GMT+530 %MADM-LIB_CFG-3-EXCEPTION:
5639: May 14 15:55:13.075 GMT+530 %MADM-LIB_CFG-3-EXCEPTION:
5640: May 14 15:55:13.075 GMT+530 %MADM-LIB_CFG-3-EXCEPTION:
Also in the DC Directory, make sure you delete only the duplicate user
entries in these three locations:
Under the OU Cisco.com > CCN > profiles >
Under the OU Cisco.com > CCN > profiles > user-CCN
Under the OU Cisco.com > Users, then double-click
on the duplicate username, choose the AVVID Information tab
and make sure the GUID matches the duplicate
During an upgrade from Cisco CRS 3.X to 4.0(X), the installer creates a
new 4.0 profile and it does not disturb the 3.X profile. So, if an upgrade
fails, you can delete the 4.0 profile. The 4.0 Installer can create a new OU
called clusters in CCN Apps OU where you find
the new 4.0 profile, which is previously mentioned for the 4.0
Under the configurations,
applications and the workflow OUs, in order
to differentiate with the 3.X profile that already exists, the installer
creates profile names appended with ._$$CRS40$$_. You have to
delete the profiles in these four OUs:
For example, IPCC is the profile name you gave. You then have to
CCN Apps > clusters > IPCC
CCN Apps > configurations >
CCN Apps > applications >
CCN Apps > workflows >
Note: Be careful not to delete anything that does not have a $$ as
previously mentioned, which can corrupt the 3.x system.
The CRS upgrade from 4.0(X) to 4.0(Y) fails with this error message in
the install logs:
CSCO:Wed Mar 08 19:57:52 2006:csco_eftn::DialogDisplayMessageBox() in:
hMsi=1606, sText=This server belongs to a different cluster.
You must uninstall Cisco CRS to remove this server from its current cluster
before installing it in a new cluster. Do you want to uninstall
Cisco CRS now?, sCaption=Cisco Customer Response Solutions, nType=36
In this situation, LDAP is left with junk uncleaned temporarily created
profiles in the form of profilename.xxxxxxxxxxxx. This issue
is documented in the Cisco bug ID
(registered customers only)
Remove all of the profiles with the profilename.xxxxxx in order to
resolve this issue and only leave the base profilename that does not have the
.xxxxxxx appended to it before you retry the upgrade process.
Mostly for LDAP connectivity issues, the default tracing is enough to
analyze. If there is a problem with the users retrieved from LDAP, you can turn
on the LIB_LDAP with the Appadmin, Engine, or
Editor component in which the issue occurs. Refer to
Quick Tracing Guide for Version 3.x and 4.0.x for more information on