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Cisco Unity

Unity PCA Errors

Document ID: 100430

Updated: Feb 23, 2011

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Introduction

This document describes solutions to Cisco Unity PCA errors.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on Cisco Unity 4.0(5) (with Microsoft Exchange) and later

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.

Related Products

This document can also be used with these versions of Cisco Unity:

  • Cisco Unity 4.0(3) (with Microsoft Exchange and IBM Lotus Domino)

  • Cisco Unity 4.0(4) (with Microsoft Exchange and IBM Lotus Domino)

  • Cisco Unity 4.0(5) (with IBM Lotus Domino)

  • Cisco Unity 5.x (with Microsoft Exchange and IBM Lotus Domino)

Conventions

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

Error: Page Cannot be Found

Problem

When you install Cisco Unity for the first time or when you install a newer version of Cisco Unity, the Cisco Personal Communications Assistant (PCA) page might not load. The Cisco Unity PCA page (http://<Cisco_Unity_Server>/ciscopca) returns this error:

Page Cannot be Found

This error might occur when you perform a new Cisco Unity installation or an upgrade from an older to a newer version. It could also be that Cisco PCA has never worked although the Cisco Unity installation process went smoothly.

During the Cisco Unity intallation or upgrade, the software installer is responsible for properly installing the files and applications that correspond to the PCA. However, the files and applications might be corrupt or missing. This issue is a major cause for the problem described in this document.

Solutions

For the problem described in this document, it is not always necessary to restore the PCA. Sometimes you can restart the Cisco Tomcat, IIS, and WWW services in order to solve the problem. In addition, you must verify that the user who accesses the PCA is a member of the administrator's domain and has permission to access it. Sometimes the user account is missing from certain services that permit or deny the access to the PCA because the user does not have administrative privileges. After you add the user to the administrator's domain, you might need to reset its password as well.

The procedures that follow present several aproaches that can be taken in order to solve the PCA page issue. All solutions provided solve the problem.However, you might not need to perform all of these procedures. For example, after you complete the first solution, the PCA page might appear properly, and you would not need to perform other procedures. These procedures must be completed in the order that they appear. Do not attempt to complete the solutions in a random order.

Restart Tomcat, IIS, and WWW Services

This solution describe the procedure to restart the Cisco Tomcat, IIS, and WWW services in the Cisco Unity server.

  • Cisco Tomcat Services

    1. On the Cisco Unity server, choose Programs > Administrative Tools > Services from the Windows Start menu.

    2. From the right pane, right-click Cisco Tomcat, and click Start. The Startup Type should be Automatic.

    Note: If the Cisco Tomcat service is not listed in the services manager, the Cisco PCA or the Cisco Tomcat service failed to install, or the Cisco Tomcat service registration failed. In order to correct the problem, you must restore the Cisco PCA files and applications. See the Restore Cisco PCA section of this document for more information.

  • WWW Services

    1. On the Cisco Unity server, choose Programs > Administrative Tools > Services from the Windows Start menu.

    2. From the right pane, right-click World Wide Web Publishing Service, and click start. The Startup Type should be Automatic.

    Note: If the World Wide Web Publishing service is not listed in the service manager, it is possible that IIS was not installed correctly. In order to correct the problem, you must repair the IIS installation, and then restore the Cisco PCA files and applications. See the Restore Cisco PCA section of this document for more information.

  • IIS Services

    1. On the Cisco Unity server, choose Programs > Administrative Tools > Services from the Windows Start menu.

    2. Right-click Cisco Tomcat, and click Stop.

    3. Go to Programs > Administrative Tools > Internet Service Manager from the Windows Start menu in order to launch the IIS Manager.

    4. Right click the <system-name>, and click Restart IIS.

    5. Confirm that IIS is set to restart, and click OK.

    6. Verify that the ISAPI filter is loaded. Refer to Verifying That IIS and the Cisco PCA Components Are Configured Correctly for this.

    7. If the filter is loaded, restart the Cisco Tomcat service.

Verify SSL Certificates Publication

The PCA issue is often related to a failed SSL certificates publication.

Complete these steps in order to verify the SSL certificates publication:

  1. Go to Programs > Administrative Tools > Internet Service Manager from the Windows Start menu in order to launch the IIS Manager.

  2. Navigate to the default website located under <system-name>.

  3. Right-click the default website, and click Properties.

  4. In the Properties dialog box, choose Directory Security Tab > View Certificate Button.

This procedure opens a window that contains the current site certificate information. A key icon should be visible in the lower part of the text area next to this text: You have a private key that corresponds to this certificate. If the key icon does not appear, the certificate publication failed.

Complete these steps in order to resolve the failed certificate publication:

  1. Disable SSL for the Jakarta virtual folder.

  2. Remove the certificate from the Default website.

  3. Delete the certificate request file and any pending request in the Certificate Manager service.

  4. Restart the w3svc service.

  5. Create a new certificate.

After you install the new certificate, you can reapply the SSL requirements on the Jakarta virtual folder and restart the w3svc service.

Check the AvXML Directory Security

Complete these steps if the AvXML directory security is not set correctly in IIS (anonymous access is disabled or secure connections are enabled):

  1. In order to correct the directory security settings, complete the steps described in Cisco Personal Communications Assistant in order to verify that IIS is configured correctly.

  2. Once you have verified that IIS is configured correctly, complete these steps:

    1. Enable anonymous access.

    2. Disable secure connections.

Verify Permissions on CommServer Directory

Please check these items, and then try to log in to the Cisco PCA.

  1. Choose Start > Programs > Administrative Tools > Services from the Windows Start menu, and locate for AvCsGateway. Check the account that the service uses as the Log On As value. If you use the account that Cisco suggests, the value might be UnityMsgStoreSvc.

  2. Choose Start > Programs > Administrative Tools > Local Security Policy from the Windows Start menu. On the left side, choose Security Settings > Local Policies > User Rights Assignment, and then on the right side, double-click Act as part of of the operating system. The list should display the UnityMsgStoreSvc account or <name-given> account. Add the appropriate account if it is not displayed.

  3. Choose Start > Programs > Administrative Tools > Domain Security Policy from the Windows Start menu. On the left side, choose Security Settings > Local Policies > User Rights Assignment, and then on the right side, double-click Act as part of of the operating system. The list should display the UnityMsgStoreSvc account or <name-given> account. Add the appropriate account if it is not displayed.

  4. Choose Start > Programs > Administrative Tools > Domain Controller Security Policy from the Windows Start menu. On the left side, choose Security Settings > Local Policies > User Rights Assignment, and then on the right side, double-click Act as part of of the operating system. The list should display the UnityMsgStoreSvc account or <name-given> account. Add the appropriate account if it is not displayed.

Note: If the user account is not part of the Domain Admin group, you must add it and reset the password in Active Directory (AD).

Lastly, check the permissions on the CommServer directory. For users in the AD Domain, give read and write access to that folder and subfolders. Make sure that the subfolders under the CommServer directory also share these permissions.

Restore Cisco PCA

Complete these steps in order to restore corrupt or missing Cisco PCA files and applications:

  1. On the Cisco Unity server, close all applications and file folders.

    Note: If any Cisco PCA files are in use or if the \CommServer\Cscoserv directory is open, the restore can fail.

  2. Insert the Cisco Unity disc that contains the cscoserv directory.

    For example, for the Cisco Unity 4.0(5) release, the cscoserv directory is on Cisco Unity DVD 1 and on Cisco Unity CD 1.

  3. Open a command prompt, and change to your DVD or CD-ROM drive.

  4. Enter cd cscoserv, and press Enter.

  5. Enter cscript setup.js source="<DVD or CD drive>:\cscoserv\setup.msi" target="<Cisco Unity drive>:\commserver", and press Enter.

    For example, if your DVD or CD-ROM drive is drive D and Cisco Unity is installed on drive C, enter this text: cscript setup.js source="d:\cscoserv\setup.msi" target="c:\commserver"

  6. Wait a few minutes while the script runs. When the script stops running, Done appears in the command window.

    The cscoserv_script.log file is saved to the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). In order to observe the progress of the script, open the log file in a browser, and refresh the browser periodically.

  7. When the script finishes, choose Programs > Administrative Tools > Services from the Windows Start menu.

  8. You should be able to see the Cisco Tomcat listed in the services window. Confirm that Cisco Tomcat and the World Wide Web Publishing Service are started. If they are not started, restart them.

    Note: You do not need to restart the Cisco Unity server in order to implement your changes.

Error: Unable to contact server

Problem

With Cisco Unity 7.x/8.0, the following error message is received when you try to access Cisco PCA:

Unable to contact server.
Try logging on again in a few minutes. If the problem persists,
contact your Cisco Unity administrator

Solution

In order to resolve the issue, add the local launch and local activation rights to the following:

  • IUSR_MCI-UCLABUNITY0

  • NETWORK SERVICE

Also, check the AvXML Directory Security settings as mentioned in the Check the AvXML Directory Security section of this document.

Related Information

Updated: Feb 23, 2011
Document ID: 100430