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Cisco Unity

Problems Adding Subscribers to Newly Installed Cisco Unity 3.x and 4.x Systems

Document ID: 13914

Updated: May 27, 2010

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Introduction

When Cisco Unity subscribers are added to a newly-installed system, additional users cannot be assigned to the Class of Service (CoS) associated with the selected subscriber template. This can be due to the license limit threshold. This document describes how to troubleshoot this issue.

This document also helps to troubleshoot the Subscriber created, but was not added to distribution list due to error message when a subscriber is imported to the Cisco Unity server.

Note: The information in this document is based on Cisco Unity for Exchange.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

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

  • Cisco Unity 3.x on a Cisco-approved server

  • Cisco Unity 4.x on a Cisco-approved server

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.

Error: Additional users cannot be assigned to the class of service associated with the selected Subscriber Template.

When a subscriber is added to Cisco Unity, this error displays:

Additional users cannot be assigned to the class of service associated with the selected Subscriber Template. You have reached the license limit for one or more of the features enabled by the class of service.

Solution

The solution to this problem is explained in detail in this section.

In order to assign additional users to the CoS associated with the selected subscriber template, perform these steps:

  1. Check the CoS being used by the subscriber template. The CoS is used in order to restrict all license counts, not just the total number of users.

    1. Select Subscriber?> Class of Service?> Licensed Features.

    2. Verify that the system is licensed for all CoS settings selected.

      A common problem during a new install is that the ViewMail for Outlook (VMO), Text-to-Speech (TTS), or Visual Messaging Interface (VMI) radio button is selected, when these are not features for which the system is licensed. In order to resolve this issue, uncheck the radio button next to the setting, save, and attempt to add a user.

  2. Verify the number of user licenses available.

    Cisco Unity 3.x

    1. Go to Start > Programs > Unity > Keydump. The number of licenses for each CoS is displayed, as shown in this example. In order to purchase additional licenses, contact a Cisco sales representative.

      13914_Fg1.gif

    2. If all of the available licenses show they are being used, but that many subscribers have not been added, you could have to clear out the Temporary Internet files or the History Folder. In order to do this, perform these steps:

      1. From the Internet Explorer toolbar, select Tools > Internet Options.

      2. In the Internet Options window, click the General tab. Go to the Temporary Internet Files section and select Delete Files.

      3. Go to the History section and select Clear History.

      4. Log out of the System Administrator (SA), then log in again and try to add another subscriber.

    3. If there are enough licenses available, verify that the dongle information has been ported to the SA.

      In order to do this, go to SA > System > Licensing > Licensing Counts and compare the numbers on this page with the results of Keydump. If the information is different, run the License Synchronizer in order to update it. In order to run the License Synchronizer, perform these steps:

      1. Stop Unity Services.

      2. Go to Start > Programs > Unity > License Synchronizer > Update.

      3. When complete, restart the server.

    Cisco Unity 4.x

    In Unity 4.0, the licensing has changed and no longer works with a USB or parallel key. Refer to Cisco Unity Licensing FAQ for more information on Cisco Unity 4.0 and licensing.

    In order to check the available licenses, go to Start > Programs > Unity > Licensing.

    unity4-0licensing.gif

    Note: Go to SA > Licensing > License Counts and Licensed features in order to verify that what is being shown on this page reflects Cisco Unity.

Error: Subscriber created, but was not added to distribution list due to error.

When a subscriber is imported, Cisco Unity displays the Subscriber created, but was not added to distribution list due to error message.

Solution

With Cisco Unity in an Exchange 2000 environment, when an existing Unity subscriber (who is a member of the AllSubscriber Public Distribution List (PDL) by default) is deleted and then imported again, an error message box is displayed. The error displayed reads Subscriber created, but was not added to distribution list due to error. This error occurs because when such a subscriber is deleted from Cisco Unity, the subscriber remains a member of the PDL. Even though the subscriber has been deleted, if any message is addressed to the PDL, the subscriber still receives this message — only through email, not by voicemail.

When the subscriber is imported again, Cisco Unity automatically tries to add the subscriber to the AllSubscriber PDL. As the subscriber is already a member, Cisco Unity displays the error message mentioned.

The problem is solved if the Default Subscriber template is used in order to import the subscriber, and the AllSubscriber PDL is removed from the Default Subscriber template. Another solution is to re-import the subscriber with a different template, such that the subscriber is not part of the AllSubscriber PDL.

Error: Recipient does not have valid email address.

The recipient does not have valid email address error message is received when there is an attempt to add a PDL to Cisco Unity with Exchange 2000 and the Active Directory (AD) service. However, the existing PDL works.

Solution

This is not a problem with Cisco Unity, but rather with the permissions in the AD service used by Exchange 2000. In order to resolve this issue, create the PDL in the Exchange server with the proper Organization Unit (OU) for the AD service. After the changes are made, the Recipient Update Service (RUS) helps to stamp the e-mail address for the PDL.

Error: unrecognized error 0x80070005 has occurred.

The import of a specific Exchange user to Cisco Unity fails, and the unrecognized error 0x80070005 has occurred. The new subscriber was not successfully added or Access Denied error message is displayed.

Solution

In order to resolve this issue, perform this procedure:

  1. Check whether the the user account in the AD has inherited permissions from the OU. To do so, perform these steps:

    1. From the desktop of the Cisco Unity server, click on Tools Depot. From the Tools Depot, run the Permissions Wizard on the OU from which users are to be imported

    2. Go to Active Directory Users and Computers

    3. Select View > Advanced Features in order to see the Security tab in the account properties.

    4. Go to the OU and double-click on the user account in order to bring up the Properties page.

    5. Click the Security tab.

    6. Make sure that the Allow inheritable permissions from parent to propagate to this object checkbox is checked.

      inherit.gif

  2. Click on the Properties tab of the affected user in the AD. Then, click on the Security tab and make sure that the Allow inheritable permissions from parent to propagate to this object checkbox is checked for the user also.

  3. Go to the Start > Settings > Control Panel > Administrative Tools > Services, and find out to which accounts the Av* Services have LogOnAs.

    The AvDSAD and AvDSGlobalCatalog services must be running as accounts that are in the Domain Admin group, as well as have the other permissions shown in this document. The AvMsgStoreSvc service must not be in the Domain Admin group, and must be an Exchange Full Administrator.

  4. Restart the AvDSAD and AvDSGlobalCatalog service.

    Note: If the issue is not resolved after you complete these steps, run setup.exe from C:\commserver\configurationsetup\setup.exe /sync in the Cisco Unity server. Then, restart the Cisco Unity server.

Error: ERROR fetching MailStoreList

When an attempt is made to add a Cisco Unity subscriber using the Unity SA page, this error message is received:

ERROR fetching MailStoreList (for server servername)
hr=0x8004010F (0x9004010F)
Check that the AVDSGlobalCatalog is registered

Solution 1

Complete these steps in order to resolve the issue:

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

  2. Drill down to Microsoft SQL Servers > SQL Server Group > Your Unity server_name > Databases > UnityDb and click on Tables.

  3. In the right pane, scroll down to locate and then right-click on the MailboxStore table. Then choose Open Table > Return all rows.

  4. Make sure that the correct Exchange Server name is entered in the HomeServer field.

  5. Reload the Cisco Unity server.

Solution 2

Perform these steps in order to try and reconnect the DC/GC:

  1. From the Cisco Unity server, click Tools Depot and choose Administration Tools > DC/GC Reconnect Settings.

  2. Click the Force Reconnect button under the Domain Controller and Global Catalog tabs.

Solution 3

In order to resolve this issue, perform the workaround detailed in Cisco bug ID CSCse03163 (registered customers only) .

Error: The Cisco Unity service that monitors Active Directory (AvDSAD) failed to create object.

When I try to add a Cisco Unity subscriber to the distribution list, this error message displays:

Event Type:	Error
Event Source:	CiscoUnity_DSAD
Event Category:	Error 
Event ID:	1048
Date:		2/29/2008
Time:		3:26:22 PM
User:		N/A
Computer:	UNITY1
Description:
The Cisco Unity service that monitors Active Directory (AvDSAD) failed to create object.

Type: AVOBJECTTYPE_RECIPIENT
Name: da4687450ff09540a8e9cf971a187c6d
Reason: ERROR_DS_NO_SUCH_OBJECT: There is no such object on the server.
Domain Controller: hawk.PPTNET.com

Possible causes include: 1) Network connectivity to the Domain Controller. 2) Insufficient
rights for The Cisco Unity service that monitors Active Directory (AvDSAD) account.

Ensure that The Cisco Unity service that monitors Active Directory (AvDSAD) can contact
the Domain Controller and has sufficient rights to create objects. If the problem
persists, enable all the micro traces for The Cisco Unity service that monitors Active
Directory (AvDSAD) in the Unity Diagnostic Tool.

Solution

Perform this procedure in order to resolve the issue:

  1. Go to the Cisco Unity Tools Depot and run the Permissions Wizard to reset the permissions for the relevant service accounts.

  2. Restart the AvDSAD and AvDSGlobalCatalog services.

Error: Blank page opens when user clicks Add Subscriber

When a user clicks the Add Subscriber button, the user receives a blank window.

Solution

Complete these steps in order to resolve the issue:

  1. On the Cisco Unity Server, go to Microsoft SQL Server > Enterprise Manager > Databases > UnityDB > Tables. Right-click on ADDomain and choose Open Table > Return all Rows. Set the Lastusn field to 0.

  2. From the Cisco Unity server, click Tools Depot and choose Administration Tools > DC/GC Reconnect Settings.

  3. Click the Force Reconnect button under the Domain Controller and Global Catalog tabs.

After you have completed this task, exit from DC/GC Reconnect Settings and continue with these steps:

  1. Choose Cisco Unity Tools Depot > Diagnostics Tools, and double-click DohPropTest. Enter the password, and click the DOH Property Tester window.

  2. Click GC Monitor, and choose TotalResync.

Restart the AvDSAD and AvDSGlobalCatalog services.

After Moving to a New Exchange Server, Unable to Import Some Subscribers

After you perform a Cisco Unity rebuild and move it to a new Exchange server, some of the subscribers cannot be imported.

When adding new subscriber, this error message is displayed:

Error fetching MailStore list (for server OVERTIME).
hr=0x8004010F (0x8004010f)
Check that the AVDSGlobalCatalog is registered and running.
Please see your system administrator for more details. 

Solution 1

The inability to import users to Unity can be resolved if you delete the subscribers from the GlobalSubscriber table since they are associated with the old Unity server. Once deletion is complete, go to the Global Subscriber Manager tool in the Cisco Unity Tools Depot and remove the subscriber properties. When this is finished, you can import the users.

Solution 2

Perform these steps in order to resolve the issue:

  1. On the Cisco Unity server, start Regedit.

  2. Expand the HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\Doh key.

  3. The name of the current partner Exchange server appears in the key Mail Server Name.

  4. Change the MailServerName to the New Exchange name.

  5. Close Regedit and Reset the services.

Able to add only the existing AD/Exchange Subscribers

Unable to add new subscribers through the Unity SA web page; you can only add existing Active Directory/Exchange subscribers and Distribution Lists.

Or

Unable to add the Cisco Unity Subscriber since the option for adding the Internet Subscriber is greyed out.

Solution

Perform these steps to resolve the issue:

  1. Run the Permissions Wizard. Perform these steps:

    1. On the Cisco Unity Server, double-click the Cisco Unity Tools Depot icon.

    2. Expand Administration Tools and double-click the Permissions Wizard.

    3. Choose Set Permissions and click Next.

    4. Follow the prompts until you reach the Choose Which Objects Cisco Unity Administrator Can Create screen.

    5. Choose Users (Cisco Unity Subscribers).

    6. Follow the on-screen prompts and apply the permissions.

    7. Check the results and make sure that all the permissions are applied.

  2. Run the Cisco Unity Message Store Configuration Wizard (MSCW). Perform these steps:

    1. Go to Start > Settings > Control Panel, and go to Add/Remove Programs.

    2. Choose Cisco Unity Message Store Configuration Wizard and click Change/Remove.

    3. Click Next and follow the prompts in order to make sure Add new Subscribers is selected.

    4. Finish the MSCW.

    5. Go to Start > Programs > Administration Tools > Services and restart the AvDSAD and AvDSGlobalCatalog services.

Related Information

Updated: May 27, 2010
Document ID: 13914