Cisco Unity Connection

Unable to Delete User from Cisco Unity Connection


This document describes resolution steps when the user is unable to delete users from Cisco Unity Connection.



There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unity Connection 2.x/7.x/8.x.

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.


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

Error: Operation cannot be completed because the object is in use

The Cisco Unity Connection administrator receives one of these error messages when it tries to delete the user from Cisco Unity Connection:

  • Operation cannot be completed because the object is in use


  • Error: java.lang.NullPointerException


The user was designated as the destination for a Call Handler "Call Input Action" and then the Call Handler is deleted. This causes the Call Action record representing the Call Input Action to become orphaned. The orphaned Call Action record references the user, which prevents the user from being deleted.

Perform these steps in order to find the orphan Call Action record(s) and remove them so the user can be removed:

From the Unity Connection CLI, run these queries:

  1. For each user that cannot be deleted, issue this query from the CLI replacing the user's alias with "UserAlias": run cuc dbquery unitydirdb select objectid from tbl_callaction where targethandlerobjectid IN (select callhandlerobjectid from vw_subscriber where alias='UserAlias').

  2. For each Call Action objectid returned by step 1, issue this query from the CLI replacing the objectid with the objectid of the Call Action returned: run cuc dbquery unitydirdb delete from tbl_callaction where objectid='267db053-fff2-488c-af1d-98b3c70e5ea5'.

  3. Delete the user in the Cisco Unity Connection Administration.

Also, refer to Resetting Administrator and Security Passwords.

Error: Failed to synchronize users

With Cisco Unity Connection 7.1/8.x, you are unable to delete a user. Further, when you try to synchronize a user, the Failed to synchronize users: username error message is received. In some cases, the delete button is unavailable.


From the Unity Connection CLI, issue these queries:

  1. Issue this command in order to obtain the object ID of the user:

    run cuc dbquery unitydirdb SELECT ObjectId from vw_User WHERE Alias = 'alias'
  2. Now, issue this command in order to delete the user:

    run cuc dbquery unitydirdb EXECUTE PROCEDURE csp_UserDelete 
    (pObjectId = 'Object id from the above command')

Error: Not Authorized

While trying to delete a user in Cisco Unity Connection 8.5, the Not authorized error message is received.


This error occurs because the account to which you are logged in has only the User Administrator role privilege. In order to delete the user, assign the System Administrator role to the account. For more information, refer to Cisco Bug ID CSCtn59526 (registered customers only) .

Unable to Import Deleted Users

On a standalone Cisco Unity Connection system integrated with a Cisco Unified Communications Manager via AXL, it is possible to delete imported users with the Bulk Administration Tool (BAT). When this is done, the deleted users are no longer available for re-import.

This occurs in standalone Unity Cconnection version 2.x and higher, but is fixed in 7.1(2). It does not occur on co-resident systems since you cannot use BAT to delete users. This happens because when users were deleted with BAT, their entry in the database table that mapped them to a Cisco Unified Communications Manager user was not updated. There is a new CLI command that goes through and purges these records, making it possible to re-import the users.

This issue is documented by Cisco Bug ID CSCsy32273 (registered customers only) .


To avoid this problem, delete users through the administration web page. If there are users who can no longer be imported, issue this CLI command (available in 7.1(2) and higher):

utils cuc users bulk_clean_orphans mapentries

Unable to Delete Users in Unity Connection

Unable to delete users from the Unity Connection database.


This could be because of references to the user whom you would like to delete. Complete these steps:

  1. Run this query in order to find the references to the user:

    run cuc dbquery unitydirdb select * from vw_subscriberreference where
    objectid IN (select objectid from vw_subscriber where fn_tolower(alias) =
  2. Once you know all references to the user; you can remove the references using the GUI and delete the user.

Also, refer to Cisco bug ID CSCts28305 (registered customers only) .

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