Cisco Unity Connection

Unity Connection Unknown Error Message Encountered Upon Deletion of a Single Inbox Message

Document ID: 116461

Updated: Sep 04, 2013

Contributed by Scott Hills, Cisco TAC Engineer.



This document describes a problem encountered with Cisco Unity Connection when you attempt to delete a Single Inbox message on Microsoft (MS) Exchange, and offers a solution to the problem.



There are no specific requirements for this document.

Components Used

The information in this document is based on these software and hardware versions:

  • MS Exchange 2010 SP2 Rollup 6 or MS Exchange 2010 SP3
  • Unity Connection Version 8.x
  • Unity Connection Version 9.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.

Background Information

Unity Connection has a feature known as Single Inbox/Unified Messaging. This feature allows a message that is left for a Subscriber to be syncronized with the MS Exchange Inbox of the user. There might be issues when a message is deleted in MS Outlook, and this action is not reflected in Unity Connection. Generally, this occurs because the status does not syncronize with Unity Connection.


When you attempt to delete a message that has been syncronized with MS Exchange 2010 via a Single Inbox user, that user is unable to delete the message and MS Outlook displays the Unknown Error notification.


It is often believed that this issue is related to Unity Connection because it happens with a Single Inbox message. However, the issue is caused by a known problem in MS Exchange 2010. The issue affects MS Exchange 2010 SP2 Rollup 6 and MS Exchange 2010 SP3.

Refer to the Microsoft Support report about this issue for more information.

This issue is encountered when you attempt a soft-delete, which is the typical procedure for message deletion. At this point, the user receives an Unknown Error notification.

The workaround is to perform a hard-delete. In order to perform a hard-delete, highlight the message in MS Outlook. Then, press the Shift and Delete keys simultaneously while the message is highlighted.

For a long-term solution, review the Microsoft article further. The article indicates that this problem will be fixed in the MS Exchange 2010 SP3 Rollup 1.

Updated: Sep 04, 2013
Document ID: 116461