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Cisco Unity

Unable to Access Cisco Unity SA or AA Web Pages

Document ID: 41104

Updated: May 24, 2011

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Introduction

This document addresses problems of users that are unable to access Cisco Unity System Administrator (SA) or Account Administrator (AA) web pages and provides solutions to fix the issues.

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 3.1 and later with Microsoft Exchange 5.5 or Exchange 2000

  • Cisco Unity version 7.x

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.

Cannot Access Cisco Unity Server Using Web Interface

The Cisco Unity server cannot be accessed through a web interface even from the server, but it can be accessed using the remote desktop application. This can be because the Internet Information Service (IIS) does not function properly.

Solution 1

As a solution you can reset the IIS. In order to reset the IIS on the Cisco Unity Server, open the command prompt on the Cisco Unity server and issue the iisreset command. This makes the IIS stop for a period of time. When the IIS re-starts, you are able to access Cisco Unity from the web interface.

Solution 2

If you cannot access the Cisco Unity SA web page using Internet Explorer (IE), it could be due to the IE Enhanced security features. Perform these steps in order to uninstall the Internet Enhanced Security settings and resolve the issue:

  1. In the Cisco Unity server, go to Start > Settings > Control Panel.

  2. Click the Add or Remove Programs icon.

  3. In the Add or Remove Programs window, click Add/Remove Windows Components.

  4. In the Windows Components Wizard window, under the Component list, scroll to uncheck the Enhanced Security for IE check box.

  5. Click the Next button.

  6. When the Windows Components Wizard finishes uninstalling the Enhanced Security for IE, click the Finish button.

  7. Click the Close button to close the Add/Remove Programs window.

Note: When you access Cisco Unity web pages from a Windows 2003 server, the Cisco Unity server must be added to the Trusted Site List. This is required due to the enhanced security features in Windows 2003. This is located under Tools > Internet Options > Security > Trusted Sites > Sites. Then click Add in order to add the website to the zone.

Solution 3

This issue could also occur if WinHTTP Web Proxy Auto-Discovery Service is running. In order to resolve this issue, disable the WinHTTP Web Proxy Auto-Discovery Service from the Services console.

Perform these steps:

  1. Click Start > Run.

  2. Enter services.msc.

  3. Locate WinHTTP Web Proxy Auto-Discovery Service service, and open its properties.

  4. Set it to Disable so this service does not run on the next restart. You can click Stop in order to stop this service if it is running.

  5. Click OK in order for your changes to take effect.

Unable to Access the Unity SA Due to Too Many Active Sessions

Access to the Unity System Administrator fails and this error message displays:

There are too many active sessions. Please try again later.
Please see your system administrator for more details.

As a workaround you can set the registry key value of HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\SystemParameters\1.0\SaSessions to a higher number. The default registry key value is set to 5. This key controls how many active sessions the Unity SA can have simultaneously. All the active sessions are used up because the SA fails to log off the session correctly. Keep in mind that this also allows remote users to open more SA sessions. This potentially causes performance issues with the Cisco Unity server. In order to edit the registry values, choose Start > Run and type Regedit. Restart the WWW service in order to make the changes take effect.

Note: You must use Regedit with extreme caution when you use it to change registry values. Missing or incorrect values in the registry can make the Windows installation unusable.

Web/SA Page Is Blank after Server Reboot

In Unity 4.0(5), web/SA page is blank even after rebooting the system. This occurs when you run the Message Store Configuration Wizard, and choose the account that will administer Unity; then, once Unity install has finished and you log into the Unity server with this unityadmin account, the SA and the SA screen are blank when opened.

Solution

This issue is found in Unity version 4.2.0.105 installed on Windows 2003 server with all default settings. To resolve this issue, perform either of these workarounds:

  • Use grantunityaccess to associate the unityinstall account (or other AD account) with the EAdmin subscriber to access the SA and administer Unity.

    Or

  • Add the Unity server to the Trusted Zone and then change the Trusted Zone settings:

    1. Perform these steps in order to add the Unity server to the Trusted Zone:

      1. Go to the Unity server using the tray icon (don't worry if you get a blank white screen).

      2. Double-click on the zone in the browser status bar (probably says "Local Intranet zone").

      3. Click the green Trusted Sites icon.

      4. Click the Sites button.

      5. In the Add this web site textbox, enter the name of the Unity server.

      6. Uncheck the Require secure verification checkbox.

      7. Click Close.

    2. Perform these steps in order to change the Trusted Zone settings:

      1. Click Custom Level.

      2. In the Reset Custom Settings area, click Reset To, and choose low.

      3. Click Reset, and choose Yes.

    Note: This issue is already documented by Cisco bug ID CSCsd40823 (registered customers only) .

Cannot Open/Access Unity SA Web after Windows 2003 Server, Service Pack 1 is Applied

Access to the Unity System Administrator fails and this error message displays:

Server.CreateObject(AvSaLocalization.AvSaLocalization.1) failed.
This is most likely an error with a DLL, probably AvSaLocalizationSvr.dll 
or perhaps AvSaLocaleInfoSvr.dll. Check that these files are present, and 
registered with REGSVR32.Also be sure that the appropriate MsgStoreRes.dll 
file is present.Cannot continue. (From: Global.asa: hr=0x80070005)

Complete these steps in order to solve this problem:

  1. Search the Cisco Unity server for these files:

    • AvSaLocalizationSvr.dll

    • AvSaLocaleInfoSvr.dll

  2. Choose Start > Run, and type cmd. Press Enter.

  3. CD to the directory where the AvSaLocalizationSvr.dll file is located. At the prompt, type regsvr32 AvSaLocalizationSvr.dll. Press Enter.

  4. CD to the directory where the AvSaLocaleInfoSvr.dll file is located. At the prompt, type regsvr32 AvSaLocaleInfoSvr.dll. Press Enter.

    Note: For each register attempt, a pop-up message indicates that the .dll registered successfully.

  5. Now, update three DCOM configuration entries in Component Services. Choose Start > Programs > Administrative Tools > Component Services.

  6. Expand Component Services > Computers > My Computer > DCOM Config.

  7. On the right side pane, right click on AvLic (or whatever your CLSID represents) and choose Properties.

  8. Go to the Security tab.

  9. Under Launch Permissions, choose Customize and go to the Edit tab.

  10. Add Everyone and click to enable Local Activation and Local Launch.

  11. Click Apply.

  12. Click OK to exit.

  13. Perform these steps for the AvCsGateway and AvDsGlobalCatalog services as well. It might be necessary to restart the IIS service after you perform these changes.

Refer to the Programs that use DCOM do not work correctly after you install Microsoft Windows Server 2003 Service Pack 1 Microsoft Support leavingcisco.com document for more information.

Access to Cisco Unity Administration via Web/SA Fails

Error: Your class of service prohibits you from accessing the Cisco Unity System Administration

This error message appears when trying to login to the SA admin page of the Unity server:

Access denied Your class of service prohibits you from
accessing the Cisco Unity System Administration. 
Please see your system administrator for more details.

Solution

In order to resolve this issue, you have to collect and verify the traces for AvXML and AvSaDbConn and logs. Perform these steps:

  1. Collect the GUSI file from the Unity server.

    1. Double-click Cisco Unity Tools Depot.

    2. Expand Reporting Tools.

    3. Double-click Gather Unity System Info.

    4. After the application opens, click the write to file button.

      unity-sa-web-01.gif

      This generates a file called C:\CommServer\SystemInfo\unityinfo.cab. Open it to verify if any error occurred.

  2. Go to C:\commserver\grantunityaccess.exe in the command prompt and enter GrantUnityAccess -u NT4DOMAIN\Administrator -s EAdmin.

    This command associates the NT4 user NT4DOMAIN\Administrator with the Unity subscriber EAdmin.

  3. Get the class of service for the user by filtering the COS table against the COSObjectID column, similarly COSobjectID for EAdmin in the Subscriber table.

    Note: At this point, one subscriber is given SA web rights through GrantUnityaccess. Now, the error message is changed to:

    Your windows account is associated with multiple 
    subscribers please select to sign in
  4. Uncheck Anonymous access for SAweb in IIS and set to Windows Authentication. Then, reset the IIS.

  5. Choose Start > Programs > Microsoft SQL Server > Query Analyzer.

  6. Make sure the SQL server is local and that Windows Authentication is selected.

  7. In the top drop-down menu, choose UnityDb.

  8. Run the commands.

    select * from CoS
    select * from subscriber where alias = 'EAdmin'
  9. Confirm that the EAdmin account exists in AD and it has a mailbox associated with it.

  10. Delete the DirectoryID for EADmin from SQL.

  11. Run the Message Store Configuration Wizard (MSCW), which is part of Cisco Unity Setup to re-sync the user with Active Directory.

Error: Your Windows Domain Account is not associated with a Cisco Unity Subscriber

This error message appears when you try to log in to the System Administration (SA) admin page of the Unity server:

Access denied
Your Windows Domain Account [UNITY\UnityAdmin] is not associated with a Cisco Unity
Subscriber.
You cannot access the Cisco Unity System Administration.
Please see your system administrator for more details.

Solution

Perform these steps:

  1. Log into Cisco Unity with an account that has access to the Cisco Unity SA page.

  2. Once the SA page is up, browse to the Class of Service Section.

  3. Create a new Class of Service.

  4. Under System Access, check the Cisco Unity Administrator Application access box.

  5. Save the options.

  6. Go to the subscriber to whom you want to apply these rights.

  7. Select the class of service option for this subscriber and assign the new Class of Service you have created.

  8. Now, you need to give the rights to a user to access the Unity Administration Application using the Grant Unity Access tool. Perform these steps in order to do so:

    1. Go to Cisco Unity Tools Depot > Diagnostic tools > Grant Unity Access.

    2. In the command line prompt, enter: GrantUnityAccess -u ServerDomain\user1 -s EAdmin

      Note:  ServerDomain is your server domain name and user1 is the alias of the user for which you are allowing access.

    3. To confirm that you have granted access to the user, issue this command at the command line prompt: GrantUnityAccess -L

Error: The call to Directory::FindByDomainAndName failed with [0x800706BA]

This problem is first noticed when you try to open a web page for SA or AA and you receive this error:

Access denied 
Your Windows Domain Account [HMUNITY\Administrator] is not associated with 
a Unity Subscriber. 

You cannot access the Unity System Administration web pages.

In addition, you also see these two errors on Windows 2000 application event logs:

Additional errors on Application Event logs: 

Event Type:      Error 
Event Source:    AvCsServices_MC 
Event Category:  Error 
Event ID:        1102 
Date:            12/2/2002 
Time:            2:55:50 PM 
User:            N/A 
Computer:        UNITYDC 
Description: 
Gateway: The call to Directory::FindByDomainAndName failed with [0x800706BA] 
for the NT account: [HMUNITY\Administrator] 

Event Type:      Error 
Event Source:    AvCsServices_MC 
Event Category:  Error 
Event ID:        1100 
Date:            12/2/2002 
Time:            2:55:50 PM 
User:            N/A 
Computer:        UNITYDC 
Description: 
Gateway: Error [0x800706BA] retrieving mailboxes associated with NT account: 
[HMUNITY\Administrator]

The cause of this problem is associated with Cisco Unity losing connection to the Domain Controller (DC) or Global Catalog (GC) that it is connected to in an Active Directory (AD) environment. Even after the network connection to the DC or GC is restored, users are still unable to open SA.

Solution

Perform these steps to fix this problem:

  1. Stop Cisco Unity from the tray icon.

  2. Stop the AvCsGateway service. In order to do this, choose Start > Programs > Administrative Tools, and then restart the service.

  3. Restart Cisco Unity from the system tray icon.

Error: The page cannot be found

After disaster recovery, the Cisco Unity SA webpage is not displayed and the error message The page cannot be found is received.

Solution

  1. Verify that the ASP.net is not disabled. If disabled, enable the same to resolve the issue.

  2. Restart the IIS service from the Windows services.

Error: The server process could not be started because the configured identity is incorrect

This error message is received while loading the Cisco unity SA webpage:

Error Type: (0x8000401A)
The server process could not be started because the configured identity is incorrect.
Check the username and password.

Solution

Perform these steps to resolve the issue:

  1. Restart the IIS and W3srv services from the Windows services.

  2. Go to Start > Programs > Administrative Tools > Component Services.

  3. In the left pane, navigate to Component Services > Computers > My Computer > COM+ Applications > Cisco Unity.

  4. Right-click Cisco Unity, and choose Properties.

  5. In the Identity tab, make sure that you have the UnityMsgStoreSvc option in use, and enter the correct password for the account. Click OK.

Error: The page cannot be displayed

Accessing the Cisco unity SA webpage returns a blank page and this error message is received on the top frame. Also, the rest of the page might not load.

The page cannot be displayed

There is a problem with the page you are trying to reach and it cannot be displayed. 

---------------------------------------------------------------------------​​-----​​

Please try the following:

Click the Refresh button, or try again later.

Open the ciscovm1 home page, and then look for links to the information you want. 

HTTP 500.100 - Internal Server Error - ASP error

Internet Information Services

---------------------------------------------------------------------------​​-----​​

Technical Information (for support personnel)

Error Type:

(0x80004005)
Unspecified error 
/Web/SA/VNav.asp, line 128

Attempts at browsing in the SA can result in an IE pop-up error. A service restart and/or reboot of the system does not change the symptom.

This issue is documented by Cisco bug ID CSCce79009 (registered customers only) . The issue is fixed in Cisco Unity 4.0(4) SR1, and Cisco Unity 4.0(5) and later.

Also, refer to Cisco bug ID CSCse95430 (registered customers only) for additional information.

Solution

As a workaround, perform these steps:

  1. Open regedit and select the HKLM/software/active voice/commserver setup/1.0/private registry branch.

  2. Select the Registry menu and choose Export Registry File...

  3. Choose a destination directory and filename (such as "Load_after_MSCW.rgs").

  4. Ensure the Export Range is specified by the Selected Branch radio button and click the Save button.

  5. Right-click on the HKLM/software/active voice/commserver setup/1.0/private registry key and choose Delete.

  6. Run the Message Store Config Wizard via the ...\CommServer\ConfigurationSetup\Setup.exe. Do not change any of the values displayed in the wizard. The password for the Unity Installation and Directory Services accounts will be required in the process of running this wizard.

    Note: Running the Message Store Configuration Wizard will result in Unity services stopping and unavailability of the voicemail system for approximately 5-10 minutes.

  7. After the wizard has completed, open Windows Explorer to the directory of the registry file saved in step 5.

  8. Double-click on the .rgs file saved from step 4.

  9. Verify SA access to the Subscribers page now functions as expected.

Error 404: Page Not Found

Access to the Cisco Unity SA webpage fails with this error message: Error 404: Page Not Found.

Solution

In order to resolve this issue, make sure the Active Server Pages option is enabled in the IIS Manager. Complete these steps in order to enable the Active Server Pages option (if it is prohibited):

  1. Open IIS Manager.

  2. Expand the master server node (that is, the server name node).

  3. Select the Web service extensions node.

  4. In the right pane, enable Active Server Pages.

Also, restart the IIS Admin Service and World Wide Web Publishing Service.

Remote Access to Cisco Unity SA Webpage Fails

Accessing the Cisco Unity SA webpage remotely fails. A prompt for the user name and password is received, but the credentials are not recognized. An error is received which states the user name that the user tried to login with is not authorized to access the SA webpage.

Solution

Perform these steps to resolve the issue:

  1. On the remote computer, open a browser window, such as Internet Explorer.

  2. Go to Tools > Internet Options. Select the Security tab and click Custom Level.

  3. Under User Authentication > Logon, choose Prompt for user name and password. Click OK, then OK again.

    unity-sa-web-02.gif

Subscribers Profile Page is Blank in Unity SA

From the Unity SA webpage, when you access the subscriber profile or alternate extensions, a blank screen is received.

Solution

Perform these steps to resolve this issue:

  1. Go to Start and click run.

  2. Type regedit and click OK.

  3. Go to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\SessionManager\Subsystems.

  4. On the right side pane, find Windows.

  5. Change the value of the SharedSection from 1024,2048,512 to 1024,2048,256. A reboot after the change is necessary.

    This issue is documented by Cisco bug ID CSCtl21846 (registered customers only) .

Related Information

Updated: May 24, 2011
Document ID: 41104