Cisco Unity

Cisco Unity VMO Errors and Solutions

Document ID: 18955

Updated: Oct 25, 2011



The information in this document is based on Cisco Unity for Microsoft Exchange, all versions.



There are no specific requirements for this document.

Components Used

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


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


When you attempt to open a voicemail message in ViewMail for Outlook (VMO), the user gets The custom form could not be opened. Outlook uses the default form instead. error message. The user is still able to listen to this same voicemail message with the use of the Media Player in Microsoft Windows.


This error can usually be resolved by one of two ways:

  • Make sure there are sufficient registry privileges and apply them.

  • Reinstall the VMO Client.

Make Sure There are Sufficient Registry Privileges

If there are insufficient registry privileges for the local non-administrative users of a subscriber computer, the custom form available with VMO does not open for these users. This occurs even if the VMO installation was completed successfully and without errors. When a subscriber who is a non-administrative user attempts to open the VMO form, this error is displayed:

The custom form could not be opened. Outlook 
will use an Outlook form instead. An error occurred 
registering the form in the OLE registry.

Outlook custom forms require access to the registry key, HKEY_CURRENT_USER\Software\Classes. If the proper permissions are not set for this key, non-administrative users are not able to open custom Outlook forms, which includes the VMO form.

This document addresses the steps required to resolve insufficient registry privileges, but there can be other reasons why a subscriber is not able to open the VMO form. You should first review the Problem section in order to verify that insufficient registry privileges are the cause of your VMO form errors before you proceed to the Solutions section.

There can be several explanations for why a subscriber cannot open a VMO form. Complete these steps in order to verify that you experience insufficient registry privileges:

  1. Log on to the computer as the subscriber who cannot open the VMO form, and start Outlook.

  2. Click New in order to open a blank e-mail message.

  3. In the Untitled Message form, choose Tools > Forms > Design This Form. This opens the form in design mode.

  4. Choose Tools > Forms > Publish Form As.

  5. In the Publish Form As dialog box, confirm that Personal Forms Library is selected in the Look In menu.

  6. In the Form Name field, enter test.

  7. Click Publish. When prompted, click No in order to indicate that you do not intend to send the form to others.

  8. Close the form. You do not need to save your changes.

  9. Complete these steps in order to open your test form:

    1. Choose File > New > Choose Form.

    2. In the Choose Form dialog box, click Personal Forms Library from the Look In menu.

    3. Click your test form, and click Open.

  10. If this error message is displayed, you have successfully verified that the failure of the VMO form to open is caused by insufficient registry privileges:

    The custom form could not be 
    opened. Outlook will use an Outlook form instead.
    An error occurred registering the form in the OLE

    Proceed to the How to Apply Proper Registry Privileges section in order to correct the problem. If you did not receive the previous error, see the How to Reinstall the VMO Client section of this document.

How to Apply Proper Registry Privileges

Complete these steps in order to resolve insufficient registry privileges. SubscriberA represents any subscriber who does not have local administrative rights on his or her computer, and who is unable to open the VMO form due to insufficient registry privileges.

  1. Grant local administrative rights to SubscriberA, and then log on to the computer of SubscriberA as SubscriberA.

  2. Start Regedt.32.exe. You cannot use Regedit.exe in order to perform this procedure.

    caution Caution: If you change the wrong registry key or enter an incorrect value, this can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. A typical backup of the Cisco Unity server does not back up the registry. For additional information, refer to the Restoring the Registry Help topic in Regedit.exe or the Restoring a Registry Key Help topic in Regedt32.exe. If you have any questions about changing this registry key setting, contact the Cisco Technical Support.

  3. If you do not have a current backup of the registry, choose Registry > Export Registry File, and save the registry settings to a file.

  4. Expand the HKEY_CURRENT_USER\Software\Classes key.

  5. While this key is highlighted, choose Security > Permissions.

  6. Complete these steps in the Permission For Classes dialog box:

    1. Click SubscriberA in the Name box.

    2. Click the Read and Full Control boxes.

    3. Click OK.

  7. Close Regedt32.

  8. Log off the subscriber computer, and then log back on with an account that has local administrative rights.

  9. Remove SubscriberA from the local server administrative group.

  10. Log off the computer, and then log back on as SubscriberA.

  11. Start Outlook, and open the VMO form. You should be able to do so without error.

    You can also change the registry privileges for a subscriber without the need to grant the subscriber local administrative rights. In order to do so, first determine which key under HK_USERS belongs to SubscriberA, and then change the permissions under the Software\Classes key as appropriate.

How to Reinstall the VMO Client

If you have set the proper registry privileges and still see the error message, you should consider the reinstallation of the VMO client. Uninstall VMO on the client workstation with this procedure and then reinstall the VMO Client.

  1. Remove the \Program Files\Viewmail\ directory and all of its components.

  2. Remove all of these files (if they exist) from C:\Winnt\System32:

    • AvResLoaderSvrSL.dll

    • AvTrapConnectionHolderSvr.exe

    • AvTsmSL.dll

    • Avvox.acm

    • AvWavSl.dll

    • AvResSvr.dll

  3. Unpublish the VMO form with this procedure:

    1. From the menu in Microsoft Outlook, choose Tools > Options.

    2. Choose Other.

    3. Click Advanced Options.

    4. Click Custom Forms.

    5. Click Manage Forms.

    6. Make sure the Form Manager window is set to Personal Forms. Choose ViewMail for Outlook, then click Delete.

    7. Click Yes in order to delete the form.

    8. Click Close.

    9. Click OK to all the windows.

  4. Locate the file FRMcache.dat on the client workstation and rename the file to FRMcache.old.

  5. Reinstall the VMO client software. Instructions can be found in the Unity System Administration Guide.

Note: You can find all the keys that VMO adds to the registry during the installation in the registry locations localMachine > Software > Cisco Systems and localUser > Software > Cisco Systems.

VMO Error in Windows XP

ActiveX one-off form error

During the attempt to listen to a voicemail with the ViewMail for Outlook in Windows XP, the To help prevent malicious code from running, one or more objects in this form were not loaded. For more information please contact your administrator. error occurs.

Make sure there are no add-ons for Outlook that can block ActiveX controls.

Check for blocked ActiveX Controls in Outlook 2002 SP3 and Outlook 2003 that add restrictions on which ActiveX controls run on one-off forms. In Outlook 2003, only the basic form controls, for example, text box, combo box, and so forth, message body control, recipient control, and Outlook View Control load on a one-off form. In Outlook 2002 SP3, the ActiveX controls that are not marked safe for scripting do not load.

The ideal solution for this issue is to avoid one-off forms completely. If you must use a one-off and you use Outlook 2003, you can use a registry entry or policy in order to control the behavior.

Note: This option is not available in Outlook 2002 SP3.

In order to use a registry entry, add a DWORD value named AllowActiveXOneOffForms to the HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Outlook\Security value and set it to one of these values:

  • Set it to 0 in order to load only the frm20.dll controls, the Outlook View Control, Outlook Recipient Control, and the docsite (message body) control.

  • Set it to 1 in order to allow only controls marked as safe for initialization to load.

  • Set it to 2 in order to allow all ActiveX controls to load.

VMO error: Unknown problems are preventing the completion of the call

With VMO 3.x and 4.x that runs on Windows XP SP2, and the use of the phone as the playback/recording device in order to play/record a voice mail with ViewMail for Outlook, the phone rings, and when the phone is answered there is silence or the Unknown problems are preventing the completion of the call. error message is displayed.

This is due to the Windows XP SP2 built-in firewall that blocks incoming traffic to TCP port 135. With VMO telephone playback, Cisco Unity makes a DCOM callback to Outlook in order to fetch the audio stream and since DCOM needs TCP port 135 to establish a connection, the callback fails. Other third party security software such as anti-virus software and VPN software can also cause incoming DCOM calls to fail.

There are two options as the workaround:

  1. Upgrade to VMO 4.0(4) and Cisco Unity 4.0 (4). The telephone record and playback feature in VMO 4.0(4) and Cisco Unity 4.0 (4) are redesigned such that there are no DCOM calls from Cisco Unity to the Outlook. Therefore Cisco Unity is immune to client issues, such as RPC hang, DCOM traffic blocked by third party security software, and so forth. Upgrade both Cisco Unity and VMO to version 4.0(4).

  2. Set up the Windows XP SP2 Personal Firewall (add exceptions) in order to allow traffic to port 135 and also to allow the process C:\Windows\system32\AvTrapConnectionHolderSvr.exe process.

    Refer to the Microsoft Knowledge Base article 842242 Some programs seem to stop working after you install Windows XP Service Pack 2 for more information.

The Unknown problems are preventing the completion of the call error can also occur when there is an IP address misconfiguration or a DNS problem. For example, you configured the IP address of the Cisco CallManager instead of the Cisco Unity server, or, if you use a hostname, DNS resolution is not successfully performed. You must configure the hostname or the IP address of the Cisco Unity server, not the Cisco CallManager server, in order to configure Cisco Unity View Mail for Outlook (VMO) Media Master to play back and record with the Cisco IP phone.

Complete these steps in order to resolve the issue:

  1. Choose Options.

  2. On the Phone Record and Playback Settings window, enter your extension and the IP address or the hostname of the Cisco Unity server. If you include a hostname, make sure that you can resolve the name to the IP address of the Cisco Unity server.

    If the previous steps did not resolve the issue, run Permissions Wizard and make sure that the Grant Dcomm rights and Enable the Media Master Control options are checked.

Prompt to enter credentials during an attempt to play a voicemail with ViewMail for Microsoft Outlook

When you click the media bar play button on VMO in order to play a message, a prompt for credentials is created. When you attempt to enter the correct credentials, login fails. If you choose the the cancel button, this error messsage appears.

Access was denied when connecting to the voice server. To use the telephone you
  must be logged into windows using the account associated with your subscriber

Cisco Unity event logs show this error:

AvCsGateway: FindCsComponents failed, no access for 
global\tom.krenn with subscriber type=Unknown (err=0x80070005).
A subscriber must be associated with global\tom.krenn.

Solution 1: Use DCOMCNFG

As a solution to this problem, run DCOMCNFG on both the Cisco Unity Server and user machine. Choose Start > Run, type DCOMCNFG and press Enter.


Complete these steps:

  1. Choose Default Properties and check Enable Distributed COM on this computer.

  2. Choose Connect for the Default Authentication level and Identify for the Default Impersonation Level.

  3. Run the Permission Wizard in the Cisco Unity server.

  4. Restart the Cisco Unity server.

In Windows XP Service Pack 2 and later, you must grant Anonymous Logon permissions on each client machine in order to enable anonymous callbacks.Complete these steps in order to configure the Anonymous Logon permissions:

  1. Choose Start > Programs > Administrative Tools > Component Services in order to launch the Component Services dialog box.

  2. In the Component Services dialog box, choose Component Services > Computers and then click Configure My Computer in the toolbar.

  3. In the My Computer dialog box, choose the COM Security tab and then click Edit Limits in Access Permissions.

  4. In the Access Permission dialog box, choose ANONYMOUS LOGON in the Group or user names panel, and then choose the Allow box for the Remote Access permission.

Solution 2: Run GrantUnityAccess utility

Run the GrantUnityAccess utility, which is located at C:\commserver\grantunityaccess.exe in order to associate the Cisco Unity subscriber with the user in the authentication domain.

Users Experience Issues When the Voicemail Through PC Speakers Using VMO Toolbar Plays

Some VMO users are unable to hear the voicemail messages, when PC speakers are selected as the playback devices. There are no errors or warnings displayed in event viewer on the client PC and the Cisco Unity server. If VMO users select their phone as playback device, it works just fine and it is possible to hear the voicemail messages.


Check if the users who are not able to play messages shows the ViewMail add-on disabled in their Outlook and if file that is disabled is tfxext32.dll. If so, choose Help > About Microsoft Office Outlook in the Outlook client and click Disabled Items. Now, choose tfxext32.dll file and click Enable.

Error When the Voicemail Attachments are Opened

This error message is received when you open attachments, such as PDF faxes, in Microsoft Outlook:

Can't create file: FAX.TIF. Right-Click the
folder you want to create the file in, and then click Properties on the
shortcut menu to check your permissions on the folder


Outlook uses a temporary folder in order to save and open the attachments. By default, this folder is C:\Documents and Settings\%USER_NAME%\Local Settings\Temporary Internet Files\OLK#\ (where # is a random number). Due to some security updates, it prevent folders to be created in that folder. The solution is to use the regular Temp folder. Complete these steps:

  1. Use REGEDIT.EXE in order to locate this key: HKEY_CURRENT_USER\Software\Microsoft\Office\11.0\Outlook\Security

    Note: It is possible that you have to modify the path after the Office key due to your version. You may have folders 8.0, 9.0, 10.0, 11.0, and so go the highest number, which is probably the version that you use.

  2. Replace Temporary Internet Files with Temp in order to ,odify the Key OutlookSecureTempFolder.

    For example, OLD VALU—C:\Documents and Settings\tim\Local Settings\Temporary Internet Files\OLK177\

    NEW VALUE—C:\Documents and Settings\tim\Local Settings\Temp\OLK177\

    Note: There may be a different number than 177.

  3. Restart Microsoft Outlook.

Issues When Voicemail Messages are Played Back Through the IP Phone

Some VMO users are unable to hear the voicemail messages, when the messages are played back through the IP Phone. Error messages such as Unknown problems are preventing the completion of the call are received.


Complete these steps:

  1. Choose Start > Settings > Control Panel > Administrative Tools > Component Services.

  2. Choose Component Services > Computers > My Computer > DCOM Config.

  3. Right-click on the AvCsGateway and choose Properties.

  4. Go to the Security tab and complete these steps:

    1. In the Security Tab, click on Customize under the Launch and Activation Permissions.

    2. Click on Edit, add the group Everyone and assign this group the permission for Remote Activation.

    3. Click OK, and close the Component Services window.

  5. If the previous steps did not resolve the issue, complete the procedure till step 4 and then continue with this procedure:

    1. In the Security Tab, click on Customize under the Launch and Activation Permissions.

    2. Click on Edit, add the IUSR_<Servername> account. Assign this group the permission for Local Launch and Remote Launch.

    3. Click OK in order to go back to the Security Tab.

    4. In the Security Tab, click on Customize under the Access Permissions.

    5. Click on Edit, add the IUSR_<Servername> account. Assign this group the permission for Local Access and Remote Access.

    6. Click OK, and close the Component Services window.

Error: Viewmail functionally is not available for the following Outlook email accounts(s)

In Viewmail 8.5.7 with Outlook 2010, this error message appears when you try to open Outlook:

Cisco ViewMail encountered one of more errors. Viewmail
	 functionally is not available for the following Outlook email accounts(s).


This error comes when the Cisco Unity version does not support the version of Windows. Refer to Cisco Unity Connection and the Software on User Workstations for more information on the Compatibility Matrix for Cisco Unity and Windows support.

Related Information

Updated: Oct 25, 2011
Document ID: 18955