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Unity System Administrator (SA) Web Troubleshooting Guide

Cisco - Unity System Administrator (SA) Web Troubleshooting Guide

Document ID: 42945

Updated: Feb 24, 2011

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Contents

Introduction

The Cisco Unity Administrator is a website that is used to perform administrative tasks, which include tasks to determine system schedules, specify settings for individual subscribers (or for a group of subscribers with a subscriber template), and implement a call management plan. Specific issues exist that can affect the System Administrator (SA) web interface. The purpose of this document is to provide possible solutions to those issues.

For more information, refer to these documents:

For more information, refer to the SA Guide for your Cisco Unity version.

The rest of this document describes SA problems by scenario.

Note: This document focuses on the Exchange mail store, so all information on mail stores assumes that the Exchange mail store is used.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco Unity

  • Microsoft products

  • Registry Editor

Components Used

The information in this document is based on Cisco Unity Versions 3.x and 4.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 information on document conventions.

Scenario 1: SA Does Not Start and No Error Message is Given

This scenario provides troubleshooting information required when the SA does not start and there is no error message on the SA screen, or the error message on the screen is not usable.

Check the Application Event Log

Complete the procedure described in Check the Application Event Log, and look for Cisco Unity errors. Cisco Unity errors in the event log include one of our components as a source. Cisco Unity components usually start with AV.

Use these links in order to search for and view descriptions for those error messages:

Check the System Event Log

Cisco recommends that you check the system event log.

Complete these steps in order to check the system event log:

  1. Complete the procedure described in Check the System Event Log.

  2. Look for Domain Name System (DNS) errors.

  3. Look for Internet Information Server (IIS) errors.

If you find DNS or IIS errors, you can check the event log messages that are not related to Unity at EventID leavingcisco.com and at Microsoft TechNet leavingcisco.com. You can also refer to Basic DNS Troubleshooting for Cisco Unity Servers.

Check the IIS Configuration

These values should be correct by default. However, administrators might change some settings in order to make their IIS more secure. For Cisco Unity Server recommended security guidelines, refer to White Paper: Security Best Practices for Cisco Unity 3.0.

Make sure that these settings are correct:

Turn On All UDT Micro Traces for AvSaDbConn

Complete the procedure described in Turn On UDT Micro Traces for AvSaDbConn, and search the logs for error.

Note: This procedure does not apply to earlier version of Cisco Unity because they did not log AvSaDbConn.

Force the SA into ASP Debugger

The Force SA into ASP Debugger procedure described in the Troubleshoot General SA Issues section of this document provides more information about where the SA fails when it attempts to load. After you force the SA into ASP debugger, go into the SA. When the debugger displays, click step over until the error occurs.

Browser Returns Microsoft Error Page "ASP 500.100" or "500-12"

This issue has been reported as a problem with virus checkers and occurs when the McAfee NetShield service runs with default settings. The solution is to exclude the Cisco Unity directories from the Antivirus checker.

In order to get real information from the server, be sure to disable the Show friendly HTTP errors option as described in Turn Off Client Browser "Show Friendly HTTP errors. Once the errors are disabled, you will receive the real message, which is similar to server restarting. Refer to Cisco bug ID CSCdv46639 (registered customers only) for more information.

Here is the the workaround for this defect:

  • For Cisco Unity 3.0(x.x) and later releases, complete these steps:

    1. Right-click the McAfee NetShield system tray icon.

    2. Under the Exclusions tab, click Add.

    3. Enter C:\CommServer\Web\.

      Note: If Cisco Unity is not installed in the default location, enter the directories that correspond to your installation.

    4. Uncheck the Inbound check box.

    5. In the Add Exclusion Item dialog box, click OK.

    6. In the NetShield Properties dialog box, click OK.

  • For Cisco Unity 2.4(6.x), complete these steps:

    1. Right-click the McAfee NetShield system tray icon.

    2. Under the Exclusions tab, click Add.

    3. Enter C:\InetPub\WWWRoot\SAWeb, C:\InetPub\WWWRoot\SAHelp, and C:\InetPub\WWWRoot\Status.

      Note: If Cisco Unity is not installed in the default location, enter the directories that correspond to your installation.

    4. Uncheck the Inbound check box.

    5. In the Add Exclusion Item dialog box, click OK.

    6. In the NetShield Properties dialog box, click OK.

Other "500-?” Error Messages

These error messages can be caused by an NT LAN Manager (NTLM) authentication issue. In order to narrow down the problem, rename \CommServer\Web\Global.asa to Global.asa.bak, then attempt to access SAWeb. If the error has not changed, this situation might be a Microsoft IIS issue.

In addition, create a test file named testing.htm that contains a trivial HTML page, and call it out specifically in the browser. Change it to an .asp file and see if anything changes.

Also, set IIS Application Protection to Low (IIS Process) if it is not already. If it is an IIS problem, check the IWAM_<system-name> configuration as described in Change IWAM_systemname Permissions.

Error Message Does Not Appear When the SA Does Not Come Up

Three scenarios exist when the error message does not relate to the real problem and is not related to Cisco Unity:

Scenario 1 - "... did not fire"

The Cisco Unity system includes an underscore "_" or exclamation mark (!) in its name, and a particular Microsoft Internet Explorer (IE) hotfix (either IE 5.5 or 6.0 with the q313675 patch) begins to enforce RFC compliant cookies (that is, dashes are permitted; underscores are not permitted).

You receive this error message:

Access Denied. Your browser must have cookies enabled to access the Unity web pages.

Complete the procedure described in Check the System Name in order to check the system name.

Refer to Cisco bug ID CSCdx35975 (registered customers only) for more information.

Unfortunately, the workaround for this defect is to rebuild the system with non-DNS characters in the server name. You can also use an Internet Explorer browser that does not include the q313675 patch.

This workaround should be a short term solution because all service packs for IE will eventually include this fix. Also, you can use the IP address to browse the system if the server name has non-DNS characters. Note that you may run into Cisco bug ID CSCdx55925 (registered customers only) if you use the IP address.

Note: In all versions of Cisco Unity, error messages might appear when you use the host name to open the Cisco Unity System Administrator (SA) pages. However, the error messages do not appear if you use the IP address in the URL. Therefore, Cisco recommends that you use the IP address in order to successfully access the SA pages. For example, //<IP Address of the Unity Server>/SAWeb/Default.htm

Scenario 2 - "... did not fire"

Your Cisco Unity system might have been renamed. If this is the case, a key in the registry might point to a different name than the one it currently runs. Complete the procedure described in Check System Name in order to check the system name.

Scenario 3 - "... did not fire"

Check that the IIS settings do not have an extraneous system IP in the Default Website IP Address fields (possibly a system rename issue). Complete the procedure described in Check the IIS Settings for IP in order to check the IIS settings.

Remote Browser Cannot Get to the Cisco Unity Server

This issue occurs when you cannot connect remotely to the SA because of network problems.

Open a command prompt, and issue the ping command in order to ensure that TCP/IP can communicate with the server:

d:\anunezpi>ping unityserver.cisco.com

Pinging unityserver.cisco.com [10.101.40.40] with 32 bytes of data:

Reply from 10.101.40.40: bytes=32 time<10ms TTL=128
Reply from 10.101.40.40: bytes=32 time<10ms TTL=128
Reply from 10.101.40.40: bytes=32 time<10ms TTL=128
Reply from 10.101.40.40: bytes=32 time<10ms TTL=128

Ping statistics for 10.101.40.40:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum =  0ms, Average =  0ms

d:\anunezpi>

In addition, you can use the tracert command.

If the output of either of these commands indicates a problem, then the problem is not in Cisco Unity. For more information, see DNS/Cross MS "domain" Problem.

In order to make your system work properly, you might need to explicitly add an entry to your DNS domain for the Cisco Unity server. Refer to Cisco bug ID CSCdw59188 (registered customers only) for more information.

SA Does Not Return the Login Screen when Expected and the Log On is Straight In

This situation might occur if IIS is set for Integrated authentication. You should change this IIS setting to anonymous. (This situation is true for the Web and AvXml virtual directory settings.)

Complete the procedure described in Change the SA Authentication Method.

The same situation happens if Cisco Unity returns the login screen when the authentication should be straight in. You should complete the same procedure in order to change from anonymous to Integrated authentication in the same virtual directories.

Cisco Unity SA Does Not Start and There Are No Errors Logged in the Unity Diagnostic Tools Logs

Complete the procedure described in Magic Text Log.

Unable to Open Cisco Unity SA in SSL Mode

If you are unable to launch the Cisco Unity SA page in SSL mode, perform these steps:

  1. Open Cisco Unity Tools Depot, and open Advanced Settings Tool under Administration Tools.

  2. Change the value for Administration - Change Tray Icon to Work with SSL from 0 to 1.

    Note: If the option Administration - Change Tray Icon to Work with SSL appears in the Advanced Settings Tool, this issue is documented by Cisco Bug ID CSCsr97953 (registered customers only) .

Scenario 2: SA Does Not Start and Returns an Error Message

This scenario describes error messages that are returned when the SA does not start and the steps required to troubleshoot these error messages.

Not Associated with a Cisco Unity Subscriber

Complete these steps in order to troubleshoot this situation:

  1. Complete the procedure described in Change SA Authentication Method.

  2. Log on to a different account or use the GrantUnityAccess tool.

    This is the only SA error that is related to this tool. The Grant Unity Access procedure is located in the Troubleshoot General SA Issues section of this document.

    If the account you currently use allows you to log on, you should restart IIS as described in Restart IIS.

    This situation could be a DNS issue. When IIS resolves the login name provided with a DNS server and the service identifier (SID) for the user is not properly passed to Cisco Unity, then Cisco Unity is not able to look up the user in the Credentials/SIDHistory table in order to associate it with a subscriber.

  3. If you have not accessed the SA with this account in the past, check the mappings of the user SIDs to Cisco Unity accounts on the local box.

  4. If you select view all, you should see all mappings for the Administrator account. More than one mapping might exist for this account. If they do not appear, then this is a DNS problem. If they do appear and they are mapped to an installer account or another subscriber, such as example admin, this might be an issue with IIS or DNS name resolution.

"Unknown error 0x...." Error Message

This error message might indicate that a Cisco Unity subsystem failed. In order to troubleshoot this error message, complete the procedure described in Turn On UDT Micro Traces for AvSaDbConn Procedure.

Tip: Errors 0x...770 up to approximately 790: indicate that something is wrong with the authentication engine.

0x8007007e

This error message might indicate that an unregistered DLL exists or that the AvSaDbConn.dll is registered, but includes a bad path. In order to resolve this issue, complete the procedure described in Look Up Registered DLLs.

0x800700c1

This error message might indicate that a bad DLL exists. In a few cases, the Cisco Unity system attempted to start Cisco Unity 4.0 SA with a Cisco Unity 3.1 AvSaDbConn.dll registered and with a garbage file in place of a system DLL.

Complete the procedure described in Run the Microsoft "depends" Tool.

Too Many Sessions

If your system works properly, this error message indicates that you attempted to exceed the number of concurrent logins allowed. The default value is 5. You can change this default value in Cisco Unity 3.x and later under this registry key:

HKLM > Software > Active Voice > System Parameters > 1.0 > SaSessions

The value must be a REG_DWORD. In order to change this value, complete the procedure described in Change Cisco Unity SA Registry Values.

caution Caution: If you change the wrong registry key or enter an incorrect value, the server can malfunction. Before you edit the registry, confirm that you know how to restore the server if a problem occurs. A typical backup of the Cisco Unity server does not back up the registry. For more information, refer to the "Restoring the Registry" help topic in Regedit.exe or the "Restoring a Registry Key" help topic in Regedt32.exe.

SA sessions are configured in IIS to timeout on their own. The default value is 20 minutes. Complete the procedure described in Change IIS Session Timeout in order to change this value.

In certain situations, this error might not be valid. The real problem might be that the user that is logged in does not have sufficient privileges to access the system registry. In order to check privileges for a user, complete the procedure described in Check User Privileges.

"Cannot find server or DNS" Error or "404" Error

This error message is returned by Internet Explorer if Cisco Unity SA is unable to find the server or if the SA is able to find the server, but does not answer the HTTP request. The reason for this message is possibly bad DNS/WINS resolution, even if not "remote." In order to troubleshoot this issue, complete the procedure described in Remote Browser Cannot Get to the Cisco Unity Server.

Another possible reason is a misconfiguration in the IIS at the Cisco Unity server. Complete the procedure described in Check IIS Virtual Directories in order to determine if IIS is running on the Cisco Unity server. If IIS is running, complete the procedure described in Restart IIS.

If Cisco Unity works in a proxy server environment, complete the procedure described in Configure a Proxy Environment.

/web/global.asa did not fire Error

When you log into Cisco Unity server through the SA web, you receive this error:

Missing live session flag.
For some reason, /web/global.asa did not fire
Check that this file is present.
This problem could also be related to DNS issues.
Cannot continue.

This issue typically happens when you have a Domain Name System (DNS) or network issue. If the system cannot resolve the name, it fails. When you use the IP address, as long as the destination is up and reachable, it works.

In order to resolve this issue, perform these tasks:

  1. Make sure that the HOSTS and LMHOSTS files are properly updated in the cluster, or you can have a DNS server configured with the hostname and IP address of the server so that the server name is resolved properly. Refer to Basic DNS Troubleshooting for Cisco Unity Servers for more information.

  2. Check that cookies are enabled per session in the Intranet security options.

  3. Make sure that you do not try to launch the SA web page from your favorites; enter the web address directly or delete your cookies and test again.

  4. Check if you have the correct configuration for your browser as mentioned in the Browser Configuration section of this document.

  5. Log on with a different account, such as the Unity Install account, or use the GrantUnityAccess tool to access the SAWeb.

Error: Page Cannot be Displayed

This error message can indicate that the Default Web Site is stopped, so ensure that you have enabled the Default Web Site under the Internet Services Manager.

Logon Failure: Unknown User Name or Bad Password

Subscribers are unable to login to the Cisco Unity SAWeb Page, and the event log shows this error:

Event Type: Error
Event Source: DCOM
Event Category: None
Event ID: 10004
User:  N/A
Computer:OMD
Description:
DCOM got error "Logon failure: unknown user name or bad password. " and was unable to
logon OMD\UnityMsgStoreSvc in order to run the server:

In order to resolve this issue, perform these steps:

  1. On the Cisco Unity server, go to Start > Programs > Administrative Tools > Component Services.

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

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

  4. In the Identity tab, check the account that is used; enter the correct password for the account, and click OK.

  5. Right-click the Cisco Unity again; choose Shut Down,, and then choose Start in order to restart the Cisco Unity service.

Unrecognized Error hr=0x80080005

Unity 4.2(1.0) SA web page does not open, and this error appears:

Unrecognized error hr=0x80080005 (Server execution failed\x0D\x0A) From:
global.asa -- Initialize()

In order to resolve this issue, perform these steps:

  1. Increase the maximum number of simultaneous System Administration sessions allowed; change the value from HKLM > Software > Active Voice > System Parameters > 1.0 > SaSessions > REG_DWORD.

  2. Change the IIS Session Timeout:

    1. On the Cisco Unity server, choose Start > Programs > Administrative Tools > Internet Services Manager.

    2. Click <systemname> in the left panel.

    3. Double-click Default Website in the right panel.

    4. Right-click Web in the right panel, and choose Properties.

    5. Click Configuration.

    6. Click the App Options tab, and change the value in the Session Timeout field.

    7. Click OK and Finish.

Unrecognized error hr=0x80004005 (E_FAIL)

SA web page does not open, and this error appears:

Unrecognized error hr=0x80004005 (E_FAIL)

From: global.asa--Initialize()

Please see your Cisco Unity system administrator for more details.

The cause of this problem might be a DCOM error on the CuDohMgr.exe as CuDohMgr service provides access to the DOH for clients such as Cisco Personal Communications Assistant and Cisco Unity Administrator.

In order to resolve the issue, go to Start > Run, type services.msc, locate the CuDohMgr service, and restart it.

Scenario 3: SA Returns Error Messages When User Navigates Between Pages

This scenario describes problems that might appear once a subscriber is logged on to the SA and navigates between pages.

Screen Shows JavaScript Error ("Do you want to debug?")

If you experience this issue, complete these steps:

  1. When the JavaScript error dialog box appears, write down the line number, and click No.

    You are redirected back to the SA screen. However, the screen might not be populated.

  2. Complete the procedure described in View the Source of a Web Page in order to view the source for the web page.

  3. Choose File > Save As in your browser, and email this file, along with the error line number, to Cisco TAC for further assistance.

Screen Shows Microsoft Error, but the Pane is too Small to See the Error

If you experience this issue, complete these steps:

  1. Complete the procedure described in View the Source of a Web Page in order to view the source for the web page.

  2. In a Notepad window, scroll to the end. Within about a dozen lines from the end of the page, you will find text that includes the line number and source file.

  3. Choose File > Save As, and email this file, along with the error line number, to Cisco TAC for further assistance.

Main Pane is Blank/White

If you experience this issue, complete the procedure described in View the Source of a Web Page. The cause of your problem is most likely located within the last line or two of the source.

Unable to Reach Other Cisco Unity Server After Finding the Subscriber and Hitting the Link

Cisco Unity expects all servers to be in the same domain at this time. Complete the procedure described in View the Source of a Web Page or refer to Cisco bug ID CSCdv63239 (registered customers only) .

Error Type:(0x80004005)Unspecified error /Web/SA/BodyAsp/SubsPrfBody.asp, line 1203

Complete these steps in order to resolve this issue:

  1. Choose Start > Programs > Administrative Tools > Component Services.

  2. Expand Component Services > Computers > My Computer > COM+ Applications.

  3. Right-click Cisco Unity from COM+ Applications and choose Properties.

  4. Click the Identity tab from the Cisco Unity Properties window.

  5. Verify the account that is used for this, and set the password for the account.

  6. Enter the password for the account used and click OK.

  7. Right-click Cisco Unity and click Shut Down.

  8. Right-click Cisco Unity and click Start.

Add Subscriber Page Hangs Upon Entry

This problem occurred in large multiple system configurations and has been fixed in Cisco bug ID CSCdv77631 (registered customers only) . The SA Subscriber page times out in a large system during a wildcard find. This problem was fixed in Cisco Unity 4.0.2.

Also related is Cisco bug ID CSCdv63261 (registered customers only) where the SA page times out when you attempt to add subscribers. This problem occurs on systems with a very large number of Exchange users. When you press the plus (+) button in the Cisco Unity System Admin console in order to add a new subscriber, the SA attempts to load the Add Subscriber page, but returns this message after several time outs:

This page cannot be displayed.

Note: You can use the Cisco Unity Import tool in order to import large quantities of Exchange users.

In order to use the SA to add new subscribers, complete these steps in order to change the ASP script time out value in Windows:

  1. Choose Start > Program Files > Administrative Tools.

  2. Launch the Internet Services Manager.

  3. In the IIS window, expand the <servername> folder.

  4. Expand the Default Web Site folder.

  5. Right-click Web, and choose Properties.

  6. In the Virtual Directory tab, click Configuration.

  7. In the Application Options tab, change the ASP script time out value from 90 seconds to 600 seconds.

  8. Click OK twice.

  9. Right-click the Default Web Site folder, and choose Stop.

  10. Right-click the Default Web Site folder, and choose Start.

  11. If a Unity SA session is currently open, close and restart the browser.

Add Subscriber Page Returns an Error Message About No Mailstores

This is a multiple system configuration that is fixed in several different forms. For more information, refer to these Cisco bug IDs:

Add Subscriber Page Returns "The page cannot be displayed" or 8004010f Error Message

When the user attempts to add new subscribers from Exchange accounts that exist, the subscribers page of the Cisco Unity System Administrator web interface returns a blank frame in the browser. This message appears on the top frame, and the rest of the page might not load:

The Page cannot be displayed error.

Attempts to browse in the System Administration might result in an Internet Explorer (IE) pop-up error. A service restart or reboot of the system does not change the symptom.

In order to resolve this issue, complete these steps on the Cisco Unity server.:

  1. Open regedit.

  2. Select the HKLM/software/active voice/commserver setup/1.0/private registry key.

  3. Choose File > Export.

  4. Choose a destination directory and file name (for example, Load_after_MSCW.rgs).

  5. Verify that the Export Range is specified by the Selected Branch radio button, and click the Save button.

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

  7. Run the Message Store Config Wizard through ...\CommServer\ConfigurationSetup\Setup.exe. Do not change any values displayed in the wizard. The password for the Unity Installation and Directory Services accounts is required in order to complete this step.

    Note: This step stops the Cisco Unity services and makes the voicemail system unavailable for 5-10 minutes.

  8. After the Wizard finishes, open Windows Explorer to the directory of the registry file that you saved in step 5.

  9. Double-click the .rgs file.

  10. Verify that System Administrator access to the Subscribers page now functions properly.

  11. Reboot the server, and verify that the access to the Subscribers page functions properly.

Page Returns "500" Error

This issue might be caused by your virus checker. Complete the procedure described in Pages Do Not Display - ASP Error .

Page Returns JavaScript Error

There are some dependencies between frames built into SA screens. For more information, see Screen Shows JavaScript Error ("Do you want to debug?") .

"The Page Cannot be Displayed" Error When You Navigate Through the "Subscribers, Subscriber Templates, or Callhandlers" Page

After you change the account passwords on the Cisco Unity server, the System Administration page opens fine, but, when you open the Subscribers, Subscriber Templates, Callhandlers, etc., you get this error message: "The Page Cannot be Displayed."

In order to resolve this issue, perform these steps:

  1. In the Cisco Unity server, go to Start > Programs > Administrative Tools > Component Services.

  2. In the left-hand pane, open Computers > My Computer > COM+ Applications > Cisco Unity.

  3. Right-click Cisco Unity; choose Properties, and go to the Identify tab.

  4. Reset the password for UnityMsgStoreSvc in this window, and click OK.

SA Web Page is Blank When Adding New Subscriber

When you launch the System Administrator Web Page and click any link in the Navigation panel, the title and the body frames appear blank. In addition, Page Cannot Be found error might display in the title frame.

This issue occurs in the following situations:

  • If you use failover secondary Unity server and you have shut down the secondary server

  • If you ran the ipconfig /flushdns command on the primary Unity server

In order to resolve this issue, you must manually add a DNS entry for the secondary Unity server on the primary Unity server.

This issue is documented in the Cisco Bug ID CSCse95430 (registered customers only) .

Scenario 4: Change and Save Data in SA

Changed Value Does Not Save (Generic)

Open a command line, and attempt to make the same change with DOHPropTest (DPT) and see if it exhibits the same misbehavior. If so, this is not an SA-specific problem.

Changed Value Does Not Save (AMIS/Bridge)

Certain Audio Messaging Interchange Specification (AMIS) and Bridge-specific fields might silently fail to save if your Windows schema has not been updated. The easiest thing to do to solve this case is to run the Cisco Unity schema update utility and configure things as they should be for your installation. Once this is done, you should check the utility and log in order to determine if it did perform an update or if it determined it was not necessary and quit. The utility is in the Cisco Unity install directory (typically C:\CommServer) named ConfigMgr.exe.

Changed Value Does Not Save (avdsad and avdsglobalcatalog Service)

If the avdsad and avdsglobalcatalog services are not running, then the SA takes the change, but does not process it. You should check to make sure these services are running.

Scenario 5: Web-Based Status Monitor Does Not Start

Problem 1

When you experience issues with the web-based status monitor, the first step is to get the SA running. Then, check that the Directory Security values for the AvXml virtual directory match those for the Web Virtual Directories.

Complete the procedure described in Check IIS Virtual Directories.

Refer to Cisco bug ID CSCdz11456 (registered customers only) for more information.

Problem 2

The HTML Status Monitor fails to open and is redirected to a page which gives the XML Fetch Failed error message that asks to verify the permissions on the AvXml.dll.

Solution

This may happen if the authentication settings are not configured correctly in IIS. Make sure the authentication is configured correctly, and, in IIS, the authentication settings for Web, SAWeb, Status and StatusXml should all be the same. For example, if one is set to Anonymous access, they should all be set to Anonymous access. Further, if one is set to Integrated Windows, they should all be set to Integrated Windows authentication.

This issue is also documented by Cisco Bug ID CSCed44345 (registered customers only) .

Scenario 6: Cannot Access PCA

The Cisco Unity Personal Communications Assistant (PCA) web interface is an entirely separate product from the Cisco Unity SA web interface. The only thing they share is the IIS interface on the Cisco Unity server.

Complete these steps in order to troubleshoot the PCA:

  1. Verify that IIS redirection is configured as described in Check IIS Virtual Directories.

  2. Choose Start > Programs > Administrative Tools > Services in order to verify that the TomCat web server is configured.

  3. Locate TomCat, and verify that it is started and set to Automatic and LocalSystem.

  4. Complete the procedure described in Check IIS Virtual Directories. If you make changes to TomCat, you may need to restart IIS as described in Restart IIS.

HTTP Status: 404

Problem 1

When a subscriber tries to access the Cisco Personal Communications Assistant (PCA), the HTTP Status: 404 error displays.

Subscribers use the Cisco PCA to access the Cisco Unity Assistant. The Cisco Unity Assistant is a website that gives subscribers the ability to customize personal settings—including recorded greetings and message delivery options—on their workstations.

Any Cisco Unity subscriber can access the Cisco PCA at http://<Cisco Unity server>/ciscopca. (Note that the URL is case-sensitive.) However, subscribers do require proper COS rights to the Cisco Unity Assistant

  1. Open the Unity SA web page and choose Subscribers > Class of Service.

  2. In the default Subscriber COS click on Licensed Features and then check Cisco Unity PCA. Also verify if the Cisco Unity inbox is checked.

  3. Reinstall the PCA application and make sure that Tomcat Service is listed in the Windows services.

Problem 2

While accessing the SA web page, the HTTP Status: 404 error appears.

In order to resolve this issue, make sure that Active Server Pages option is enabled in 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.

Unable to Contact Server

Use the procedures described in this section if you attempt to access the PCA and receive this error message:

Unable to Contact Server. Try Logging On Again in a Few Minutes. If the Problem Persists, Contact Your Cisco Unity Administrator

In order to resolve this issue, first make sure that the Cisco Unity server has Cisco Unity Inbox subscribers under the licensing Wizard, which is the required license feature necessary for use of the Cisco PCA feature. Also ensure that Cisco Unity Inbox (Visual Messaging Interface) is checked under Class of Service > Features for those subscribers that require it.

After the appropriate licenses on the Cisco Unity server are ensured, other possible reasons are these:

  • The Cisco Unity server may be down, or a network connection has failed.

    Verify that the Cisco Unity server is running and that all network connections are functioning properly. Restart the Cisco Unity server, as necessary.

    In order to verify that the problem is caused by a Cisco Unity server or a network failure, you can switch to an available failover Cisco Unity server to see whether the same error message occurs on the failover server. Alternatively, you can change the unityurl configuration setting to point to a Cisco Unity server that is running, and then restart the Tomcat service. The unityurl configuration setting can be changed in the file: <param-value id="unityurl"> and </param-value> which is located in CommServer\Cscoserv\Ciscopca\WEB-INF.

  • AvXml directory security might be set incorrectly in IIS; Anonymous access might be disabled or secure connections might be enabled.

    In order to confirm that this is the problem, open the ciscopca_log.txt, ciscopca_event_log.txt, or ciscopca_diags_log.txt file located in the CommServer\Cscoserv\Tomcat\Logs directory, and search for an IOException message that states HTTP returned a code 401 or 403. If the message exists, directory security is not set correctly in IIS.

    In order to correct directory security settings, refer to Verifying That IIS and the Cisco PCA Components Are Configured Correctly. Anonymous access should be enabled, and secure connections should be disabled.

    Note: If you make any changes in the Active Directory, login into the PCA, which can fail until the PCA gets in sync with the Active Directory. You can force an Active Directory synchronization with the DOHProptest tool in read-only mode.

  • WEN-INF file has an Incorrect IP address.

    One of the causes can be an incorrect IP address in the WEN-INF file. On the Cisco Unity server, verify that the "unityurl" setting in CommServer\Cscoserv\Ciscopca\WEB-INF\Web.xml has the correct IP address. Restart the Tomcat service after changing the IP address.

Scenario 7: Intermittent Problems

Pages Do Not Display - ASP Error

If you are able to get into Cisco Unity, but some pages do not display, complete the procedure described in Check the IIS Settings for Authentication.

Unable to Reach SA - ASP Error

Typically, you receive a "500-12" error at random, or if you have disabled friendly HTTP errors, you receive a message about "restarting the server." This cause of this problem is most likely McAfee Virus checker.

Complete the procedure described in Browser Returns Microsoft Error Page "ASP 500.100" or "500-12".

Unable to View Links on the Unity Administration Page

This problem is caused when the user does not have the proper permissions. They can access the Unity Administration page, but are unable to view the links. Verify that the user belongs to a class of service that has the proper permissions.

Browser Configuration

Microsoft Internet Explorer include a series of options and configuration settings that might affect Cisco Unity. The Internet Explorer 6.0 Browser Settings section describes the relevant settings. Note that all pertinent settings might not be documented.

Note:  If you attempt to make these changes on the Cisco Unity server while Cisco Unity is running, Internet Explorer hangs. See Changes to Internet Explorer Settings Causes Internet Explorer to Hang in order to resolve this issue.

Internet Explorer 6.0 Browser Settings

Disable Client Browser "Show Friendly HTTP errors"

Be sure to disable Show friendly HTTP errors in order to view real information from the server. This option makes the browser supply its own non-specific error message.

In order to disable the Show friendly HTTP errors option, complete these steps:

  1. Open the Internet Explorer 6.0 browser, click Tools, and choose Internet Options.

  2. Click the Advanced tab.

  3. Locate and uncheck the Show friendly HTTP error messages check box.

    unity-sa-trblshoot-guide-1.gif

Disable Client Browser "Disable script debugging"

When the Disable script debugging option is checked, you cannot enter the script debugger.

In order to disable this option, complete these steps:

  1. Open the Internet Explorer 6.0 browser, click Tools, and choose Internet Options.

  2. Click the Advanced tab.

  3. Uncheck the Disable script debugging check box.

Enable Client Browser "Display a notification about every script error"

When the Display a notification about every script error option is disabled, you do not receive error messages even when the JavaScript engine creates a fatal error.

In order to enable this option, complete these steps:

  1. Open the Internet Explorer 6.0 browser, click Tools, and choose Internet Options.

  2. Click the Advanced tab.

  3. Check the Display a notification about every script error check box.

Add the Cisco Unity Server to the Trusted Site Security Zone

Complete these steps in order to add the Cisco Unity server to the Trusted site zone:

  1. Within IE, choose Tools > Internet Options.

  2. Click the Security tab.

  3. Click the Trusted sites icon, and then click Sites.

  4. In the Add this Web site to the zone field, enter the name of the Cisco Unity server. Enter the server name only, not the domain or the http://.

    Note: The server name should appear exactly as it does in the URL when you are in the SA. For example, UnitySvr: http://UnitySvr/Web/SA/..

  5. If necessary, uncheck Require https:.

  6. Click OK.

Enable Client Browser "Scripting: Active Scripting"

You must enable the Active scripting option in order to use the Cisco Unity System Administrator.

unity-sa-trblshoot-guide-2.gif

In order to enable the Active scripting option, complete these steps:

  1. Complete the procedure described in Add the Cisco Unity Server to the Trusted Site Security Zone.

  2. Click Custom Level.

  3. Enable the Active scripting option located under the Scripting heading.

  4. With this setting set to Prompt, you are asked to click OK (several times for every SA page).

    unity-sa-trblshoot-guide-3.gif

Enable Client Browser ActiveX Controls

Complete these steps in order to enable Active X in the client browser:

  1. Complete the procedure described in Add the Cisco Unity Server to the Trusted Site Security Zone.

  2. Click Custom Level.

  3. Enable Download signed ActiveX controls.

  4. Enable Run ActiveX controls and plug-ins.

  5. Enable Script ActiveX controls marked safe for scripting.

    With this option disabled, you receive the An ActiveX control on this page is not safe popup error when you enter any page that contains the MM control. Notice the pink highlighted area in this image. The MM area is blank at this stage, not even a border or broken image icon.

    unity-sa-trblshoot-guide-4.gif

Clear the MM Object

Complete these steps in order to clear the MM object:

  1. Choose Tools > Internet Options.

  2. On the General tab, click Settings.

  3. Click View Objects .

  4. Right-click the AvMediaMasterCtrl Class entry, and choose Remove in order to delete the entry.

    Note: You can also select AvMediaMasterCtrl Class and then press the Delete key in order to remove the entry.

  5. Click Yes.

    If an "object in use" message appears, close all browsers, choose Start > Settings > Control Panel, and then double-click Internet Options. You should be prompted to download the next time.

Configure a Proxy Environment

Complete these steps in order to configure a proxy environment:

  1. Choose Tools > Internet Options.

  2. Click the Connections tab.

  3. Click LAN Settings.

  4. Check the Use a proxy server for your LAN check box, and then check the Bypass proxy server for local addresses check box.

    This option handles URLs with only the server name. For example, http://systemname/Web/...

  5. Click Advanced.

  6. Ensure that the proxy is correctly listed in the HTTP boxes.

    The others do not matter to Cisco Unity, except "Secure" if they use SSL.

  7. Enter *.theirdomain.com in the Do not use proxy for addresses beginning with text box, and click OK.

    This option handles URLs with the local domain and server. For example, http://systemname.cisco.com/Web/...

Changes to Internet Explorer Settings Causes Internet Explorer to Hang

Internet Explorer (up to version 6 with Service Pack 1) has a problem when you attempt to change the settings. For example, if you change a setting on the Advanced page and then clicking OK or Apply, Internet Explorer hangs.

The easiest way to resolve this issue is to stop (or kill) all Cisco Unity processes, apply your Internet Explorer changes, and then restart the Cisco Unity processes.

If you cannot stop the Cisco Unity process, compete these steps in order to resolve this issue:

  1. Choose Start > Run.

  2. enter regedit, and press Enter.

  3. Expand My Computer > HKEY_CURRENT_USER > Software > Microsoft > Internet Explorer > Main.

  4. If not already present, add the entry you need. Typically, Friendly http errors as a string with the value no.

    unity-sa-trblshoot-guide-5.gif

  5. If you are unsure about other values, view the settings on a machine where IE does not hang when you apply changes.

    Start the regedit application on that system, make the desired change, and observe what happens in regedit.

  6. Use regedit in order to make the changes on the Cisco Unity server.

  7. Go into the browser settings page and check to ensure your change worked. It displays the values correctly. If your change did not appear, there may be an error in the name.

Enable Java for Browser Security Settings

Make sure that the browser security has Java enabled.

  1. Choose Tools > Internet Options.

  2. Go to the Security tab.

  3. Click Custom Level and make sure that Java Permissions is enabled.

Troubleshoot General SA Issues

Check the Application Event Log

Complete these steps in order to check the application event log:

  1. Choose Start > Programs > Administrative Tools > Event Viewer.

    The Event Viewer appears.

    unity-sa-trblshoot-guide-6.gif

  2. In the left panel, click Application Log.

Check the System Event Log

In order to check the system event log, choose Start > Programs > Administrative Tools > Event Viewer, and then select System Log from the left panel.

Turn Off Client Browser "show Friendly HTTP errors"

See Browser Configuration.

Turn Off Client Browser "Disable script debugging"

See Browser Configuration.

Turn On Client Browser "Script error notification"

See Browser Configuration.

Set Cisco Unity Server as a Trusted Site

See Browser Configuration.

View the Source of a Web Page

Complete these steps in order to view the source of a web page:

  1. In the browser, right-click the affected pane.

  2. Choose View Source.

    Note: This step opens the web page source in a text editor. This procedures uses Notepad in order to demonstrate the steps required to view web page source. The final web page source is not the same as the .asp files that generate it. This step is necessary.

  3. Once in Notepad, press Ctrl-G, and enter the error line number in order to go directly to that line.

    Note: The ability to go directly to the line number is a new feature in Notepad for Windows 2000; it is not available in Windows NT4.

    Note:  Notepad cannot correctly calculate the line number if Word Wrap is enable. View the Format menu in order to verify that Word Wrap is disabled.

    unity-sa-trblshoot-guide-7.gif

Send Cisco TAC a Web Page

Complete these steps in order to send a web page to Cisco TAC:

  1. Complete the procedure described in View the Source of a Web Page.

  2. In the Notepad window, choose Save As from the File menu.

  3. Save the file to your computer in the desired location. For example, C:\TEMP.

  4. Attach this file to your Cisco TAC case.

Find the Microsoft Error in a Mangled/Buried Web Page

Complete these steps in order to find the Microsoft error in a mangled/buried web page.

  1. Complete the procedure described in View the Source of a Web Page.

  2. Scroll to the end of the document.

    The text, as well as the line number and source file, is located a few lines from the bottom of the page.

Turn On UDT Micro Traces for AvSaDbConn

Complete these steps in order to turn on UDT micro traces for AvSaDbConn:

  1. Choose Start > Unity > Unity Diagnostic Tool.

  2. Click the Configure Micro Traces icon.

  3. Expand AvSaDbConn. This option expands with all items selected.

  4. Click Next, Finish, and so forth.

  5. Click the Start New Log files icon. You will receive no feedback.

  6. Go back to SA and reproduce the failure.

  7. Click Start New Log files again.

  8. At the UDT, gather logs.

  9. Choose logs.

  10. Deselect all, and then select AvCsMgr (this is where SA diags go).

  11. When AvCsMgr expands, deselect all, then select only the second-to-last and search the log for error.

Install Script Debugging

Complete these steps in order to install script debugging:

  1. On the Unity server, choose Start > Settings > Control Panel > Add/Remove Programs.

  2. In the left panel, click Add/Remove Windows Components.

  3. Scroll down to and enable Script Debugger.

  4. Click Next.

    Note: This procedure might require a Windows 2000 installation disk. However, it does not require you to reboot the computer.

Turn On ASP Debugging in IIS for SA

Complete these steps in order to turn on ASP debugging in IIS for SA:

  1. On the Unity server, choose Start > Programs > Administrative Tools > Internet Services Manager.

  2. Click <systemname> in the left panel.

  3. Double-click Default Website.

  4. From the right panel, right-click Web, and choose Properties.

  5. Enable Script source access.

  6. Click Configuration.

  7. Click the App debugging tab, and then click server and client debugging.

  8. Click OK, Finish, and so forth.

Force SA into ASP Debugger

Complete these steps in order to force SA into ASP debugger:

  1. Complete the procedure described in Turn On ASP Debugging in IIS for SA .

  2. Copy \CommServer\Web\global.asa to a backup file.

  3. Edit this file in Notepad and locate the line Session_OnStart.

  4. Immediately after this line, add a new line, enter stop, and save the file.

  5. Go into SA. The debugger should pop up immediately.

Check the System Name

Complete these steps in order to check the system name:

  1. Right-click the My Computer icon on the desktop.

  2. Click the Network Identification tab.

  3. From a command line, enter:

    echo %COMPUTERNAME%
    
  4. Also at command line enter:

    ipconfig -all
    

Magic Text Log

The SA might run under the Anonymous user; however, the Anonymous user does not have sufficient privileges to write to the Cisco error log. In order to resolve this problem, logging is done by proxy in the CsGateway process.

If a problem exists with SA initialization before the SA has connected to the Gateway process, the information is not logged through the Micro Traces mechanism. For this reason, a crude text-based log mechanism is used.

Create a file named sa.method in the root directory of the disk where Unity is installed (typically C: ). For example, go to a command line and enter:

echo "hi there">C:\sa.method 

Note: The sa.method file can be zero length.

Reproduce the error, and look for a file named sa.log in the same directory as the sa.method file.

Note: You must delete these files when you are done because this log file quickly becomes very large.

Check the IIS Settings for IP

Complete these steps in order to check the IIS settings for IP:

  1. Choose Start > Programs > Administrative Tools > Internet Services Manager.

  2. Click <systemname> in the left panel.

  3. Right-click Default Website in the right panel.

  4. From the Web site tab, click the Advanced button in order to make sure everything is All unassigned.

  5. Click Advanced.

Check the IIS Settings for Authentication

Complete these steps in order to check the IIS settings for authentication:

  1. Choose Start > Programs > Administrative Tools > Internet Services Manager.

  2. Click <systemname> in the left panel.

  3. Double-click Default Website in the right panel.

  4. Right-click the Web virtual directory in the right pane, and choose Properties.

  5. Click the Directory Security tab.

  6. Click Edit in the Anonymous access and Authentication section. Only one check box can be checked for the Unity SA to function properly.

DNS/Cross Microsoft Domain Problem

You may have to explicitly add an entry to your DNS domain for the Cisco Unity server. It is almost certain that this is entirely external to the Cisco Unity server.

  1. On the Cisco Unity server, open a command line, enter ipconfig -all, and look for DNS Servers . ..

  2. Go to that machine. This server is the DNS name server for your network.

    If you are in Windows 2000, choose Start > Programs > Administrative Tools > DNS.

    If you are in UNIX, enter man named.

    In each domain that expects to get to the Cisco Unity server, add a HOST ("A") record with the Cisco Unity server name that points to the explicit IP address of the Cisco Unity server. This implies routing must be configured across those networks already.

Change the SA Authentication Method

Complete these steps in order to change the SA authentication method:

  1. Choose Start > Programs > Administrative Tools > Internet Services Manager.

  2. Click <systemname> in the left panel.

  3. Double-click the Default Website in the right panel.

  4. Right-click Web in the right panel, and choose Properties.

  5. Click the Directory Security tab.

  6. Click the upper Edit button.

  7. Choose either Integrated or Anonymous, and click OK, Finish, and so forth.

Grant Unity Access (only available in Cisco Unity 3.1.x and later)

Complete these steps in order to grant Cisco Unity access:

  1. Open a command line, and enter cd in order to get to the Cisco Unity directory (typically C:\CommServer).

  2. Enter grantunityaccess.

    It will show a brief "usage" message. More details on this tool can be found in Accessing and Using the Cisco Unity Administrator.

SQL Profiler

Complete these steps in order to use the SQL profiler:

  1. Choose Start > Programs > Microsoft SQL Server > Profiler.

  2. Choose File > New > Trace.

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

  4. Click Run.

  5. Click the eraser icon (Clear Trace Window).

  6. Immediately go to SA and recreate the problem.

SQL Query Analyzer

Complete these steps in order to use the SQL Query Analyzer:

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

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

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

DOHPropTest ("DPT")

Complete these steps for the DOHPropTest (DPT).

  1. Open a command line, and change (cd) to the Cisco Unity installation (typically C:\CommServer).

  2. Enter techtools\dohproptest.

  3. You are prompted for a password. Leave it blank, and clickOK.

  4. Click ignore.

    You are now in read-only mode. For troubleshooting purposes, you can use the DPT utility in read-only mode. If further troubleshooting is necessary with this utility, create a case with Cisco TAC.

ADSIEdit

Open a command line, and change (cd) to to the Cisco Unity installation (typically C:\CommServer). Enter regsvr32 techtools\adsiedit (only has to be done once) and enter adsiedit.msc.

RegSvr32 of SA DLLs

Open a command line, and change (cd) to the Cisco Unity installation (typically C:\CommServer). Then change (cd) to OrderedComs or Components.

For example, enter regsvr32 avsadbconn.dll. SA DLLs are AvSaDbConn.dll and AvSaLocaleInfoSvr.dll in OrderedComs, AvSaLocalizationSvr.dll in Components.

Change Cisco Unity SA Registry Values

Complete these steps in order to change Cisco Unity SA registry values:

  1. Open a command line, and start regedit.

  2. Double-click HKEY_LOCAL_MACHINE.

  3. Double-click Software.

  4. Double-click Active Voice.

  5. Double-click System Parameters.

    A typical setting is SASsessions.

  6. Double-click the name to change its value. You can also select the name and press the Delete key.

Change IIS Session Timeout

Complete these steps in order to change the IIS session timeout:

  1. On the Cisco Unity server, choose Start > Programs > Administrative Tools > Internet Services Manager.

  2. Click <systemname> in the left panel.

  3. Double-click Default Website in the right panel.

  4. Right-click Web in the right panel, and choose Properties.

  5. Click Configuration.

  6. Click the App Options tab, and change the value in the Session Timeout field.

  7. Click OK, Finish, and so forth.

    Note: In Cisco Unity 4.0, this value is also exposed in the SA on the Authentication page. On a Domino machine, it can be configured separately for Cisco Unity and Domino.

Check User Privileges

Complete these steps in order to check user privileges:

  1. On the Unity server, choose Start > Programs > Administrative Tools > Local Security Policy.

  2. Find the user.

  3. Find the affected user in the list.

  4. Verify that they show up as checked (allowed) in "Effective."

    If not, you need to make changes in this User Interface, as well as in Start > Programs > Administrative Tools > Domain Security Policy.

    Also, if this is a standalone Cisco Unity (specifically if the Unity server is also the domain controller), you might need to make changes in Start > Programs > Administrative Tools > Domain Controller Security Policy.

  5. Double-click Security Settings.

  6. Double-click Local Policies.

  7. Double-click User Rights Assessment.

  8. Find and double-click on Log on locally.

    Note: Clear the temporary Internet files and delete the cookies from Internet Explorer.

Look Up Registered DLLs

Complete these steps in order to look up registered DLLs:

  1. Open a command line, and start regedit.

  2. Double-click HKEY_CLASSES_ROOT.

  3. Scroll down, and open AvSaDbSession.AvSaDbSession.

    In future versions of Cisco Unity 4.x, you will find a pointer to the real one, probably "AvSaDbSession.AvSaDbSession.1." Find this entry in the left pane, and open it.

  4. Find the GUID in CLSID, and double-click the name of the item "(Default)" to display the value in a new window. From this window you can copy and paste the value.

  5. Copy the GUID value.

  6. In the left pane, scroll to the top, and click HKEY_CLASSES_ROOT.

    Note: This is important. The search starts at the selected item.

  7. Right-click this item, and click Find.

  8. Paste the GUID into the find window, choose Whole string only, and deselect keys and data (leave only values).

  9. Click Find Next and wait.

    InProcServer32 will have a "(default)" value that is the file path to where the DLL you use lives in the filesystem.

Restart IIS

Complete these steps in order to restart IIS:

  1. Open a command line, and change (cd) to the Cisco Unity installation (typically C:\CommServer).

  2. Enter net stop w3svc.

  3. If this completes successfully, enter net start w3svc.

    When this completes, you are done.

    If the 'net stop' completed with an error message, enter \kill inetinfo, and wait about 30 seconds for the service manager to notice and restart it. You can also choose Start > Programs > Administrative Tools > Services and find World Wide Web Publishing Service.

    Use the Play (right triangle) button in the tool bar in order to start and the Stop (black square) button in order to stop.

Check IIS Virtual Directories

Complete these steps in order to check the IIS virtual directories:

  1. Choose Start > Programs > Administrative Tools > Internet Services Manager, and click <systemname> in the left panel.

  2. Double-click Default Website in the right panel.

  3. Check that this service is running; the play button should be grayed out and the stop button next to it enabled (black).

  4. Check that these Virtual directories exist, and point to the proper place:

    Web
    C:\CommServer\Web\
    ActiveAssistant (pre 4.0)
    C:\CommServer\Web
    ActiveAssistant (4.0 onwards) SAWeb Status AvXml
    * Redirected to http://<systemname>/ciscopca *
    C:\CommServer\Web\SA\
    C:\CommServer\Web\SM\
    C:\inetpub\wwwroot\AvXml\

    Note: This procedures assumes C:\CommServer.

    Note: Names and paths are not case-sensitive on Microsoft platforms.

Run the Microsoft "depends" Tool

The Microsoft SDK provides an application named depends that lists all the dependencies of a given DLL. This tool is useful when you want to determine problems with SA startup. Note that it is not shipped with Cisco Unity. Run it and browse to the suspicious DLL (typically c:\CommServer\OrderedComms\AvSaDbConn.dll). The application indicates a problem with a popup window, as well as in the "log" pane.

Verify that the IIS Service is Started

Complete these steps in order to check that the IIS service is started:

  1. Choose Start > Programs > Administrative Tools > Services.

  2. Scroll down to the bottom of the list, and look for World Wide Web Publishing.

  3. Look for Started in the Status column.

  4. Double-click the selection. The World Wide Web Publishing Properties window appears.

  5. Click the General tab.

  6. From the Startup type drop-down list, choose Automatic.

  7. Click the Log On tab.

  8. Click the Local System account radio button. Do not allow the service to interact with the desktop.

Use Telnet to Test IIS

Complete these steps in order to test IIS with Telnet:

  1. Open a command line.

    telnet <unity-systemname> http
  2. Enter this line:

    GET http://<unity-servername>/Web/SA/ HTTP/1.0

    Note: You cannot view the text that you enter, and you cannot use the backspace key.

You should receive a page with this header:

HTTP/1.1 401 Access Denied
WWW-Authenticate: Negotiate
WWW-Authenticate: NTLM

Change the IIS Port

When IIS does not start, it might be useful to test for someone else using port 80.

  1. Run fport in order to see who shows up on port 80.

  2. Reconfigure IIS to use port 85 and restart.

    The port is changed on the same page as Check IIS Settings for IP.

  3. Run fport again and see who shows up on port 80.

  4. Once you have determined that this does or does not make a difference, put it back to port 80.

Check the Web "Execute Permissions"

Complete these steps in order to check web 'Execute Permissions':

  1. On the Unity server, choose Start > Programs > Administrative Tools > Internet Services Manager.

  2. Click <systemname> in the left panel.

  3. Double-click Default Website in the right panel.

  4. Right-click Web in right panel, and choose Properties.

  5. Ensure that "Execute permissions" is set to Scripts only.

    "Scripts and executables" is ok, but unnecessary and "none" does not work.

Change Application Protection (Isolation Method)

This process helps you to isolate a problem between Cisco Unity and one of the Microsoft products that is installed in the Cisco Unity server.

  1. On the Unity server, choose Start > Programs > Administrative Tools > Internet Services Manager.

  2. Click <systemname> in the left panel.

  3. Double-click Default Website in the right panel.

  4. Right-click Web in the right panel, and select Properties.

    Application protection should be set to Low (IIS Process). Any of the settings should work, but Low is the only one that this document guarantees.

Change IWAM systemname Permissions

This process can help you to isolate a problem between Cisco Unity and one of the Microsoft products that is installed in the Cisco Unity server.

  1. On the Unity server, choose Start > Programs > Administrative Tools > Active Directory Users and Computers.

  2. Right-click IWAM_<systemname>, and choose Properties.

  3. Verify that it is a member of "Domain Users" (normal config).

  4. Get filemon and regmon from the Sysinternals leavingcisco.com site. (These utilities help you find where the permissions problem is located.)

  5. Make it a member of Administrators.

  6. Attempt to access the SA.

    If this step works, the problem is a permissions issue.

  7. Undo Administrators. Refer to Microsoft Knowledge Base Article - 269367 - Synciwam Utility Does Not Function and Generates Error 80110414 leavingcisco.com for more information.

Cisco Unity Error Lookup Site

The new Cisco Unity error lookup site includes every event log message that Cisco Unity 4.0(1) and later writes to the application event log, as well as more information about definitions for these messages and how to troubleshoot problems they may indicate.

In addition, the site includes a link to the DOH error lookup that you can use to look up DOH return codes that show up in many of the event log messages. If you are looking for a non-Unity related event log message, visit the EventID.net leavingcisco.com site.

Unable to Record Greeting from Unity SAWeb

This issue can be caused if the service or port is blocked by either the firewall or Antivirus.

The solution is to disable the Antivirus or firewall from the Unity and then try to record again. If it works, exclude the Unity access from the respective Antivirus/firewall that runs on the Unity Server.

Unity SAWeb Help Page Does Not Load

When you click the Online Documentation and Field Help links in the Unity SAWeb, it results in a pop-up window that contains a This page cannot be found error.

This issue can occur if these files are not present; copy these files to the server to resolve the issue:

d:\CommServer\Web\SAHelp\LocalizationFiles\ENU\SAFieldHelp\~main_frame.asp
d:\CommServer\Web\SAHelp\LocalizationFiles\ENU\SAPageHelp\~main_frame.asp
d:\CommServer\Web\SAHelp\LocalizationFiles\ENU\SAPageHelp\~StartHelp.htm

Error: 8000401A

When you click the Integration link, you receive this error:

Error '8000401A'.

/Web/SA/BodyAsp/IntegAnalogBody.asp, line xx

unity-sa-trblshoot-guide-8.gif

Complete these steps in order to resolve this issue:

  1. From the Windows Start menu program list, choose Administrative Tools > Component Services.

  2. In the Component Services dialog box, expand Component Services > Computers > My Computer.

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

  4. Under Authorization, click the Security tab, and uncheck the Enforce access checks for this application check box

  5. Click the Identity tab.

  6. Enter a new password for the UnityMsgstoreSvc account.

HTTP Error 403.4

The Cisco Web SA page opens from the user's workstation, but fails to open from the Unity server itself and displays this error message:

The page must be viewed over a secure channel
The page you are trying to access is secured with Secure Sockets Layer(SSL).
HTTP Error 403.4 - Forbidden: SSL is required to view this resource.

Solution

In order to resolve this issue, perform these steps:

  1. On the Cisco Unity server, open a browser window (for example, Internet Explorer).

  2. Go to Tools > Internet Options.

  3. Choose the Advanced tab, and under Security, check these options:

    • Use SSL 2.0

    • Use SSL 3.0

    • Use TLS 1.0

    unity-sa-trblshoot-guide-9.gif
  4. Click Apply and then OK.

Related Information

Updated: Feb 24, 2011
Document ID: 42945