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Unity 5.x Error "unable to contact mail store"

Cisco - Unity 5.x Error "Unable to Contact Mail Store"

Document ID: 109481

Updated: Jan 27, 2009

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Introduction

Unity 5.x shows the unable to contact mail store error when a user attempts to sign in. This document describes how to troubleshoot and resolve this issue.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Microsoft Exchange Server 2007

  • Microsoft Exchange 5.5 and later

Components Used

This document is not restricted to specific software and hardware versions.

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

Unity 5.x shows the unable to contact mail store error when a user attempts to sign in. This issue occurs when Unity server is not able to communicate with Mailstore (Exchange/domino).

Solution

This issue occurs when the Unity server is not able to communicate with Mailstore (Exchange/domino) due to various reasons. Sometimes the permissions applied to the mailbox store can cause this issue. In order to resolve this issue, run the Permission wizard and set the permissions again on the mailbox store. Refer to Granting Permissions with the Cisco Unity Permissions Wizard for more information on permissions set by the wizard.

If the subscribers still cannot access the Mailstore after the Permission wizard is run, perform the following procedure to resolve this issue.

Note: You need to go to Start > Settings > Control Panel > Add/Remove programs and remove the Cisco Unity Message Store Configuration Wizard from the Cisco Unity server before you proceed with these steps:

  1. Run C:\commserver\configurationsetup\setup.exe /sync to reconnect Cisco Unity to its current Exchange.

  2. Reboot both the Exchange and Cisco Unity servers.

  3. Run C:\commserver\utilities\dbwalker\dbwalker.exe when Cisco Unity comes up.

If the Cisco Unity parent MailStore is not working, re-run the permissions wizard with the proper container added. Also, restart the CuMDBmonitor and AvUMRsync service.

Related Information

Updated: Jan 27, 2009
Document ID: 109481