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Cisco Unity

Unity 7.x Event Log Errors

Document ID: 112073

Updated: Jan 09, 2012

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Introduction

This document provides information related to some of the common Event Viewer messages generated on a Cisco Unity server 7.x.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on Cisco Unity 7.0.2 with Exchange mixed mode 2010/2007.

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

This document discusses these common issues and also provides their respective event log errors:

Cisco Unity Phrase Server Error Messages

Several errors like Permissions failed for read and list and Unknown recipient are being reported and these error message appears in the Cisco Unity Event Log:

Event Type:    Error
Event Source:  CiscoUnity_PhraseServer
Event Category: None
Event ID:      10002
Date:          6/16/2010
Time:          10:49:16 AM
User:          N/A
Computer:      OCIVM1
Description:
(MyJsExt.cpp) Script: submsgplay_ENU.ps (JavaScript) --
$FILE:D:\CommServer\Localize\Scripts\ENU\submsgplay_ENU.ps $LINE:1819 --
TypeError: RecipientsInfo has no properties

Solution

Perform these steps in order to resolve the issue:

  1. Check if there are any third-party anti-virus or firewall products installed on the Unity/Exchange server. If there are, perform these steps:

    1. Log on to the Cisco Unity server and open Tools Depot.

    2. Go to Admin Tools > Advanced Settings Tools.

    3. In the left-hand pane, choose Conversation - Exclude return receipts from voice mail stack (Exchange only).

    4. In the right-hand pane, choose New Value = 1, and click Set.

  2. Exclude all receipts from voice mail stack (Exchange only).

  3. Restart the server in order for this change to take effect.

Unity 7.0(2) MWI Issues

An error is received when a user listens to voicemail and then tries to delete the message. Also, MWIs are not turning on and off correctly. Manually refreshing the MWI indicators through the web interface also fails. The Application Event Log shows this error message:

Event Type:	Error
Event Source:	CiscoUnity_MALEx
Event Category:	Error
Event ID:	30020
Date:		2010/07/12
Time:		08:27:54
User:		N/A
Computer:	RSUIUNITY1
Description:
An attempt to create a search-result folder for account 
cn=xxxxx,cn=xxxxx,ou=xxxxx,o=xxxxx has failed. The MAPI subsystem returned 
the following error: 80040115.This is typically an indication of configuration
issues with Unity, Exchange, or the MAPI subsystem.

Solution 1

The issue happens when Cisco Unity runs in mixed mode with Exchange 2007. This is a known issue and is already mentioned in the Cisco bug ID CSCso71696 (registered customers only) .

The solution is to apply the latest ES for the version of Cisco Unity in use. Perform these steps in order to apply the latest ES on the Cisco Unity server:

  1. Click Cisco Unity System Software, and perform the on-screen prompts in order to download the latest ES.

  2. Click the Readme for <version>ESxx link and save a copy of the file. This is to download the engineering specials for the applicable versions.

  3. If you downloaded Cisco Unity 7.0(2) ES 35, run the ES in order to extract the contents of the self-extracting executable file to a hard disk on the Cisco Unity server. If you downloaded a different ES, copy the ES to a hard disk on the Cisco Unity server.

  4. If you have a failover environment, apply steps 1 to 3 on both primary and secondary Cisco Unity servers.

  5. Reboot the primary and secondary servers.

  6. Run the MSCW and permission wizard on the primary server.

  7. Restart AvDSAD and AvGlobalCatalog service.

  8. Restart the CuMDBmonitor service.

  9. Run the Message store configuration wizard.

  10. Run the Permission wizard with domain admin rights.

  11. Log in with the Cisco Unity message store account into the Cisco Unity server.

  12. Delete thecMAPI profile :HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles.

  13. Reboot the server and log in with the Cisco Unity Install account.

  14. Use the DC/GC reconnect tool in order to force a reconnect on DC and GC.

  15. Restart the CuMDBmonitor, Avcsnotifier, and AvcsUMRsync services on both servers.

    Note: In multiple customer deployments that the application of certain Cisco Unity Engineering Special patches may not properly update CommServer\Web\MediaMasENU.cab and cause the Media Master bar to fail to install when accessing Web/SA or PCA. In that situation, the Media Master bar is replaced with a red "X".

    Perform these steps in order to resolve this issue:

    Copy MediaMasENU.cab from <Drive>:\CommServer\cscoserv\ciscopca\controls to CommServer\Web. This replaces the version of that file already present in that destination directory.

    By doing this, the latest ES patch is applied and the Media master bar begins to work.

Solution 2

If users intermittently face the issue of getting the message "Your messages are not available", refer the workaround in Cisco bug ID CSCti70702 (registered customers only) .

Unity 7 Is Not Integrating with Exchange 2010

When you attempt to log in with MFCMAPI, it fails and you receive the MAPI_E_NOT FOUND error message. The event log shows this error message:

Event Type:	Error
Event Source:	CiscoUnity_MALEx
Event Category:	Error 
Event ID:	30003
Date:		7/12/2010
Time:		4:21:08 PM
User:		N/A
Computer:	ITS-UNITY
Description:
An attempt to access the Primary Exchange Mailbox Store by CsBMsgConnector via
MAPI has failed. The MAPI subsystem return the following error: The Microsoft
Exchange Server computer is not available.  Either there are network problems
or the Microsoft Exchange Server computer is down for maintenance.

Solution

Perform these steps in order to resolve the issue:

  1. Check all the permissions and configuration.

  2. Create a new throttling policy and restart the Microsoft Exchange RPC Client Access service.

  3. Delete the MAPI profile and reboot the server.

  4. Run the message store configuration wizard after you delete the MAPI profile.

  5. Move all the messages from the MTA folder to any other secured location.

  6. If you receive many AVWM errors, try to stop any background processes that are running on the Exchange server.

ReportDb Startup Errors

The d:\Program Files\Microsoft SQL Server\MSSQL\LOG: SQL error log file displays multiple lines of this error message:

2010-11-24 04:05:22.40 spid57    Starting up database 'ReportDb'.
2010-11-24 04:05:28.90 spid57    Starting up database 'ReportDb'.
2010-11-24 04:05:55.26 spid53    Starting up database 'ReportDb'.
2010-11-24 04:06:02.45 spid57    Starting up database 'ReportDb'.
2010-11-24 04:06:06.64 spid57    Starting up database 'ReportDb'.
2010-11-24 04:06:37.86 spid53    Starting up database 'ReportDb'.
2010-11-24 04:06:38.38 spid53    Starting up database 'ReportDb'.
2010-11-24 04:06:39.51 spid53    Starting up database 'ReportDb'.

Solution

Complete these steps in order to resolve this issue:

  1. Go to the Cisco Unity server and choose Start > Programs > Microsoft SQL Server > Enterprise Manager.

  2. Click Microsoft SQL Servers > SQL Server Group > <UnityserverName> > Databases.

  3. Right-click on ReportDb and choose Properties.

  4. Go to the Options tab and uncheck the Auto close.

    unity-event-log-error.gif

SQL Replication Errors

Unity 7.0 server is receiving this error message in the event log:

Source: CiscoUnity_NodeMgr
Event ID: 1088
User: N/A
Descriptions: Some SQL Server Agent Replication Job(s) failed to run. Check that
SQL replication is configured and working properly. 

Solution

Perform these steps in order to resolve this issue:

  1. Open the SQL Enterprise Manager.

  2. In the left pane of Enterprise Manager, expand Microsoft SQL Servers > SQL Server Group > (local) (Windows NT) > Management > SQL Server Agent, and choose Jobs.

  3. In the right pane, right-click the name of the job that failed and choose Stop.

  4. Click Start to restart the job.

CiscoUnity_NodeMgr Errors

With Cisco Unity 7.0(2) failover configuration, this error message is received:

Event Type:	Warning
Event Source:	CiscoUnity_NodeMgr
Event Category:	Run 
Event ID:	1059
Date:		8/11/2011
Time:		2:41:50 PM
User:		N/A
Computer:	PHLPRDUNITY01
Description:
GetFileAttributes for \\IPRPRDUNITY01\Snapshot\PDS1.txt failed with error 
    0x80070005. 

Solution

In order to resolve the issue, make sure that the logon account for Cisco Unity NodeMgr is UnityInstall on both the Primary and Secondary servers. Assign the UnityInstall account with the permissions to add or delete files in the folder D:commserver\snapshot on the secondary server.

Unity 7 - CDO Install Fails due to lingering Exchange System Tools Keys

When you convert to Exchange 2010, the Exchange System Tools needs to be removed. When this happens, not all references to the System Tools get purged. As a result, ExchangeMapiCdo.exe is not allowed to install, and this error is received:

"Messaging API and Collaboration Data Objects 1.2.1 cannot be Installed with
this version of Microsoft Exchange." then another popup after that stating:
"Installation of Messaging API and Collaboration Data Objects 1.2.1 on this
computer has not been completed". 

Solution

In order to resolve this issue, the System Tools may need to be manually cleaned up.

Complete these steps:

  1. Use Registry Editor in order to remove the Exchange registry keys.

    Note: This section, method, or task contains steps that tell you how to modify the registry. However, serious problems might occur if you modify the registry incorrectly. Therefore, make sure that you perform these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs. For more information on how to back up and restore the registry, refer to the article How to back up and restore the registry in Windows leavingcisco.com in the Microsoft Knowledge Base.

    Complete these steps:

    1. Click Start > Run, type regedit, and click OK.

    2. Locate and then click this registry key:HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Exchange.

    3. Right-click Exchange, and then click Delete. Click Yes in the Confirm Key Delete dialog box.

    4. Repeat steps b and c for each of the following registry keys:

      Collapse this tableExpand this table
      Registry Key	Definition
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\DAVEX WebDAV
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\EXIFS Microsoft 
      Exchange Installable File System
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\ExIPC Epoxy
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\EXOLEDB Exchange OLE DB
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\IMAP4Svc Microsoft 
      Exchange IMAP4
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\
      MSExchangeActiveSynchNotify Microsoft Exchange ActiveSynch Notifications
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeADDXA 
      Microsoft Exchange Active Directory Connection Agreements
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeAL Microsoft 
      Exchange Address Lists
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeDSAccess 
      Microsoft Exchange access to Active Directory
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeES Microsoft 
      Exchange Event
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeFBPublish	
      Microsoft Exchange Publish Free/Busy
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeIS Microsoft 
      Exchange Information Store
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeMGMT Microsoft 
      Exchange Management
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeMTA Microsoft 
      Exchange Message Transfer Agent Stacks
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeMU Microsoft 
      Exchange Directory Service to Metabase
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeOMA Microsoft 
      Exchange Outlook Mobile Access
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeSA Microsoft 
      Exchange System Attendant
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeSRS Microsoft 
      Exchange Site Replication Service
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeTransport 
      Microsoft Exchange Message Routing
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeWEB Microsoft 
      Exchange Outlook Web Access
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\POP3Svc Microsoft 
      Exchange POP3
      HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\RESvc Microsoft 
      Exchange Routing Engine
      

      Note: If there is a Notes connector or a GroupWise connector installed on the server that is running Exchange Server 2003, remove the related registry entries in:

      HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services:
      
          * Anything that starts with LME-
          * Anything that starts with SERVERNAME-LME
      
      

      Note: If Microsoft Office 2003, Office XP, or Microsoft Windows SharePoint Service is not installed, remove the related registry entries in:

      HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services:
      
          * MSSEARCH
  2. You must also rename the Drive:\Program Files\Microsoft Integration\Microsoft Exchange 2003 folder. For example, rename Drive:\Program Files\Microsoft Integration\Microsoft Exchange to Drive:\Program Files\Microsoft Integration\Microsoft Exchange Old.

This is documented in Cisco Bug ID CSCtg69060 (registered customers only) .

Related Information

Updated: Jan 09, 2012
Document ID: 112073