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Unity Connection 7.x/8.x: Troubleshoot Backup Issue

Cisco - Unity Connection 7.x/8.x: Troubleshoot Backup Issue

Document ID: 112102

Updated: Mar 14, 2011

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Introduction

This document discusses how to troubleshoot some of the backup issues that occur in Cisco Unity Connection 7.x/8.x.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on Cisco Unity Connection 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.

Conventions

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

Error: Status: Local Agent is not responding

Problem

It is not possible to add a new Cisco Unity Connection 7.x backup device. The Add New button is disabled. Also, when you try to schedule a Disaster Recovery Service (DRS) backup through the DRS administration page, the server reports this error:

Status:  Local Agent is not responding. 
This may be due to Master or Local Agent being down.

backupdevice-01.gif

This issue is documented by Cisco Bug ID CSCtj43571 (registered customers only) .

Solution

Complete these steps in order to resolve the issue:

  1. CiscoUnity Connection does not have Network Services under the Control Center menu. There is only Control Center - Feature Services. So from Cisco Unified CM Administration page, select the Cisco Unified Serviceability option from the Navigation drop-down menu, and click Go.

    backupdevice-02.gif

  2. Choose Tools > Control Center—Network Services.

  3. From the Server drop-down list, select the server.

  4. Click the Cisco DRF Master radio button, and click the Restart button. A message indicates the restart may take a while. Click OK.

  5. Repeat step 4 for Cisco DRF Local also.

    backupdevice-03.gif

    Note: If you want to restart the service from the Command Line Interface, use these commands

    • admin:utils service restart Cisco DRF Master

    • admin:utils service restart Cisco DRF Local

  6. After you restart the services, check the status on the DRS web page and try to do a manual back up.

  7. Look into the backup history to see the status of the backup.

    If it does not work, it can potentially be a bug.

    If the issue still persists, take the Disaster Recovery Framework (DRF) traces from the CLI. Use these commands in order to take the logs:

    • file get activelog platform/drf/trace/drf*

    • file get activelog syslog/*

    This is the result of the DRF log file:

    DEBUG [main] - drfNetServerClient:Reconnect, Unable
    to connect to host: [ipcapetsp021], message:
    sun.security.validator.ValidatorException: PKIX path building failed:
    java.security.cert.CertPathBuilderException: TrustAnchor found put
    certificate validation failed

    From the error log, it is clear that the issue is with the IPSec certificates. This issue is mentioned in Cisco bug ID CSCsz44417 (registered customers only) , which is a DRF specific bug. The solution is to regenerate the ipsec.pem file, and upload it with the ipsec-trust caption.

Regenerate ipsec.pem

Complete these steps in order to resolve the issue:

  1. Log into Cisco Unified Communications Manager OS Administration page.

  2. Choose Security > Certificate Management. The Certificate List window displays.

  3. You can use the Find controls in order to filter the certificate list.

  4. Click the ipsec.pem file, and then click Regenerate.

  5. After the successful regeneration of the ipsec.pem file, download the same.

  6. Go back to the Certificate Management page.

  7. Find the existing corrupted ipsec-trust file entry. Click the file name of the certificate or CTL, and then click Delete. Refer to Delete a Certificate for more information.

  8. Upload the downloaded ipsec.pem file with the caption ipsec-trust.

  9. Restart the Master Agent (MA)/Local Agent (LA).

Error: Cannot open backup device

Problem

Cisco Unity Connection backup fails with this error message

(error) in cmbBackup routine:[Microsoft][ODBC SQL Server Driver][SQL
Server]Cannot open backup device 'G:\Dirt.sql\UnityDirDBBackUp.sql'. Device error or
device off-line. See the SQL Server error log for more details

Solution

If Cisco Security Agent (CSA) is running, turn it off and try the backup again.

Cisco Unity Connection DRS Backups Fails with Large Mail Stores

Problem

Cisco Unity Connection DRS backups fail with large mail store database. Both manual and scheduled backups fail using various SFTP servers on the local network. Also, this error message appears:

Unknown message error, backup completed. . . . 
Percentage completed 88%

This issue is documented by Cisco Bug ID CSCtf40892 (registered customers only) .

Solution

Use COBRAS to backup the users messages when DRS fails to backup successfully.

DRS Backup Hangs

Problem

When trying to perform a DRS Backup for the Cisco Unity Connection, the backup hangs.

Solution

In order to resolve the issue, go to Unity Serviceability > Tools > Contact feature, and restart the DRF Master Agent (MA)/DRF Local Agent (LA) services.

Error: TAR file not created

Problem

Cisco Unity Connection 7.x backup fails to complete successfully and the backup history shows this error message:

TAR file not created

Solution

This issue can occur due to the issue documented by Cisco Bug ID CSCsm21349 (registered customers only) . Perform the workaround mentioned in the bug in order to resolve this issue.

Error: Cannot write: Broken pipe

Problem

Cisco Unity Connection 8.x BARS fails with this error message:

tar: -: Cannot write: Broken pipe
tar: Error is not recoverable: exiting now
Failed with a return code of 1
Backup failed.

Solution

This issue can occur due to the issue documented by Cisco Bug ID CSCsv34475 (registered customers only) . Perform the workaround mentioned in the bug in order to resolve this issue.

Related Information

Updated: Mar 14, 2011
Document ID: 112102