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Troubleshoot the Error "Unable to connect to the voice server" in a Unity Server

Document ID: 111530

Updated: Jan 25, 2010

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Introduction

This document describes the recommended workaround for the error message Unable to connect to the voice server while trying to log into the Cisco Personal Communications Assistant page.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unity version 7.0 (with Microsoft Exchange).

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.

Problem

When you log into the Ciscopca page, this popup window appears:

unity-server-error-01.gif

When you press the OK button, all of the features in the Ciscopca page work except for those involving the plugin that allows for the playback/recording of messages.

These are possible causes for this error:

  • In the subscriber workstation, the browser may not have been configured to automatically check for newer versions of temporary Internet files.

  • The Media Master control bar may not be able to locate the Cisco Unity server because the "unityurl" setting in CommServer\Cscoserv\Ciscopca\WEB-INF\Web.xml contains either the 127.0.0.1 IP address or the "localhost" host name.

  • The AvMMProxySvr service may be down.

  • Network configuration may be interfering with DCOM operations.

  • If user named Anonymous Logon with Remote Activation is not allowed for Com Security.

Solution

This error can usually be resolved by performing the steps associated with the possible cause:

  • Make sure that the browser is configured to automatically check for newer versions of temporary Internet files. In order to do this, perform these steps:

    1. Open your browser. Go to Tools, and select Internet Options.

    2. In the General tab, press the Settings button under Browsing history.

      unity-server-error-04.gif

    3. Under Check for newer versions of stored pages, select the radio button Automatically. Click OK. unity-server-error-05.gif

  • This issue can also occur when the Media Master control bar is not able to locate the Cisco Unity server because the "unityurl" setting in CommServer\Cscoserv\Ciscopca\WEB-INF\Web.xml contains either the 127.0.0.1 IP address or the "localhost" host name, rather than a network IP address or a valid DNS name. In order to resolve this, perform the steps below:

    1. On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Ciscopca\WEB-INF.

    2. Use a text editor to open the web.xml file.

    3. Find unityurl and verify that the value enclosed by "<param-value id="unityurl">" and "</param-value>" is the IP Address (not the hostname) for the Cisco Unity server which is hosting the AvXml web service/portal.

    4. Close the web.xml file.

    5. Restart the Cisco Tomcat service

    6. Make sure that you can ping the Unity Server using IP Address and the hostname.

  • Another reason for this issue is that theAvMMProxySvr service may be down. So, restart the AvMMProxySvr service.

  • The Media Master control bar relies on Distributed Component Object Model (DCOM) communication to communicate with the Cisco Unity server. As a result, you need to verify that DCOM communication is enabled on the subscriber workstation and on the Cisco Unity server. Perform these steps to verify:

    1. From the Start menu, go to Programs > Administrative Tools > Component Services.

    2. In the left-hand pane, expand Component Services > Computers > My Computer.

    3. Right-click on My Computer and select Properties.

    4. Go to the Default Properties tab and ensure that the checkbox for Enable Distributed COM on this computer is checked.

      unity-server-error-03.gif

    5. Under Default Distributed COM communication properties, select Connect for Default Authentication Level and Identify for Default Impersonation Level.

    6. Click OK and reboot the Cisco Unity server.

  • This issue can happen if the user named Anonymous Logon with Remote Activation is not allowed for Com Security. To resolve this, perform these steps:

    1. From the Start menu, go to Programs > Administrative Tools > Component Services.

    2. In the left pane, expand Component Services > Computers > My Computer.

    3. Right-click on My Computer and select Properties.

    4. Go to the COM Security tab, and click the Edit Default button under the Launch and Activation Permissions option.

      unity-server-error-06.gif

    5. In the Launch Permission window, add the account Network Service and Allow Local Activation. Also, add the accounts Anonymous Logon and Allow Remote Activation. Click OK.

      unity-server-error-07.gif

    6. In the COM Security tab, click the Edit Limits button under the Launch and Activation Permissions option.

    7. In the Launch Permission window, add the accounts Anonymous Logon and Allow Remote Activation. Click OK.

    8. In the COM Security tab, and click on Edit Default button under Access Permissions option.

    9. In the Access Permissions window, add the accounts Anonymous Logon and Allow Remote Activation. Click OK.

  • Verify that the firewall is configured correclty, so that it does not block the DCOM communications. Remember to check for software on subscriber workstations that offer a personal firewall. As applicable, disable or remove security software from the subscriber workstation if necessary. Some security software, including anti-virus and VPN client software, block DCOM communications. On the client PC, make sure TCP port 135 is open between Unity and the PC. Also, try disabling the Windows inbuilt Firewall.

  • Run the the Permissions Wizard from the Cisco Unity Tools Depot. In order to access, perform these steps:

    1. Double-click the Tools Depot icon on the desktop of the Cisco Unity server.

    2. Download the latest one from Cisco Unity Tools.

  • On the Cisco Unity server, navigate to the Advanced tab of the Unity Telephony Integration (UTIM) tool and ensure that the TRAP Connection checkbox is checked for all of the voicemail ports.

Related Information

Updated: Jan 25, 2010
Document ID: 111530