Cisco Unity is an application that runs on Windows 2000 servers. It
interacts with and relies on Exchange 2000, SQL 2000, Internet Information
Server (IIS) 5.0, and so forth (especially on Active Directory).
This document is based on Cisco Unity configurations that use Active
Directory for their Windows 2000 domains. Active Directory is based on the
Internet technology, which is comprised of Domain Name System (DNS),
Lightweight Directory Access Protocol (LDAP) and X.500. DNS is used to resolve
the names of any computer in a customer's network and to resolve the names of
the servers that have a specific function in these networks such as the Mail
server, the Domain Controller, and so forth.
There may be issues as serious as:
Cisco Unity no longer responds.
Cisco Unity is unable to access the System Administrator (SA) web
Cisco Unity is unable to create or import subscribers when some Cisco
Unity services cannot resolve the names into IP addresses of the specific
servers that have a special function in customer's networks. For example, the
Domain Controller or the Exchange server.
This document is focused on basic DNS troubleshooting and problems that
Cisco Technical Support has seen in the field.
SA or Status Monitor links cannot be resolved.
Cannot import subscribers. Errors indicating that the Exchange server
list or the Domain Controller cannot be found.
Messages are not being delivered.
Cisco Unity stops responding and does not start, and so
Readers of this document should have knowledge of these topics:
The information in this document is based on these software and
Cisco Unity 3.x and later
Windows 2000 Domain
Exchange 5.5, Exchange 2000, and
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.
For more information on document conventions, refer to the
Cisco Technical Tips
A common problem that can be seen in POV configurations is when DNS is
installed locally on the Cisco Unity server and there is another DNS server for
the rest of the network. DNS is usually installed locally in the POV Cisco
Unity server when it runs DCPromo to install the Active Directory that Cisco
Unity uses as its directory. The person who runs DCPromo is prompted to enter a
DNS server IP address. At this point, there are two options:
The DNS server that is entered during this process is very important
because it is where the Cisco Unity Domain Controller is registered. The same
occurs for the rest of the components in this network, such as Domain
Controller, Mail server (Exchange or Domino), Global Catalog Domain Controller,
and so forth.
The DNS server entered in the DCPromo, or the DNS server that has the
same database as the DNS entered in the DCPromo process should be used to
configure the DNS client. In this case, for Cisco Unity as this DNS is the one
that contains the records for the Domain Controller (DC), Global Catalog Domain
Controller (GCDC), and the Mail server. Cisco Unity uses this DNS server to
query for these servers.
If you change these TCP/IP properties to point to a different DNS (a
common reason would be to be able to resolve names in the Internet), you may
receive an error message such as this one in the Event Viewer:
Event Type: Error
Event Source: MSExchangeDSAccess
Event Category: Topology
Event ID: 2102
Time: 11:21:17 PM
Process MAD.EXE (PID=1500). All Domain Controller Servers in use
are not responding: <Unity_Server_Name>.<Unity_Domain>.com
Note: PID= <Number> where this number is a random number.
Verify whether you have DNS (server service) installed locally in your
Cisco Unity server. If so, configure the DNS client for Cisco Unity to point to
the local DNS server. In this case follow the
procedure that guides you through how to change this setting where the
preferred DNS server is the local IP address of your Cisco Unity server.
A possible solution or option for Cisco Unity to work with the local
DNS and still be able to access the Internet is to send or forward the queries
that the local DNS server receives upstream to another Corporate DNS server.
Therefore, if the Cisco Unity server's DNS is not able to resolve a DNS name,
it forwards the request to another DNS server that is connected to the
Internet. In this case, enable forwarders to the local DNS zone for DNS queries
that the local DNS cannot resolve by following this procedure:
Select Start > Programs >
Administrative Tools > DNS server.
Select the Cisco Unity DNS server (LATTE in the
example in step 1), and right-click on it.
Go to Properties and select the
Check Enable forwarders, and then enter the IP
address for the External DNS servers in that window.
Other possibilities can be implemented, as long as the Cisco Unity
DNS client points to the DNS server that contains all the records for the
servers that have a specific function in the Cisco Unity domain. For example,
DC, GCDC, Mail server, and so forth.
The MSExchangeDSAccess Error ID 2102 can
also occur if Exchange 2000 is installed on a global catalog server, and no
domain controller is available, which is explained in the
Microsoft Knowledge Base Article 318067
Usually the Cisco Unity server is configured as a member server in
Unified configurations. In this situation, Cisco Unity should not act as a DNS
server. DNS should not be installed in this Cisco Unity machine (same for
Dynamic Host Configuration Protocol (DHCP), Windows Internet Naming Service
(WINS), or any other service.).
An error message similar to this appears if DNS is installed in the
Cisco Unity server by mistake and the Cisco Unity server is a member server of
the Windows 2000 Domain.
Event Type: Error
Description: Process MAD.EXE" (PID=1392) All the remote
DS Servers in use are not responding.
Note: PID= <Number> where this number is a random number.
In this case, uninstall DNS (server service) from the Cisco Unity
server and configure the Unity DNS client
accordingly. The procedure to uninstall the DNS server service from the
Unity server is:
Select Start > Settings >
Double-click on Add-Remove
From the Add/Remove Programs window, click on Add/Remove
At the Windows Components Wizard, check Networking
Services and click Details.
Caution: Leave the check box as checked for the Windows Components that
have already been installed in the Cisco Unity server and that need to be kept
as installed in your system. Unchecking their boxes uninstalls this component.
Leaving it checked causes it not to reinstall if already installed.
At the Networking Services Window, uncheck Domain Name
Click OK on Networking Services, and then click
NEXT at the Windows Component Wizard.
If you have Terminal Services installed, this screen appears.
Please select according to your configuration.
After NEXT is clicked from step 7, a progress bar is
Restart the Server if prompted.
Complete these steps to configure the DNS client with a preferred and
alternate DNS server.
Select Start > Settings >
Double-click Network and Dial-up Connections.
Right-click Local Area Connection and click
Click Internet Protocol (TCP/IP), click
Properties, and then check Use the following DNS
In the Preferred DNS server box, specify the IP address of the DNS
server to which you want this computer to send DNS queries.
Usually this is an existing DNS server in the same site. If this
computer sends queries to the DNS server that is running on this computer,
specify the IP address of this computer. Alternatively, in the Alternate DNS
server box, specify an IP address of another DNS server to which you want this
computer to send the queries if the Preferred DNS server does not respond.
Also the Use following IP address option should
have been selected to specify the static IP address, subnet mask, and default
gateway IP address in the appropriate boxes.
Click OK to close the Advanced TCP/IP Settings
Click OK to accept the changes to your TCP/IP
Click OK to close the Local Area Connections
Please review these tools for how to use, when to use, and the switches
and options for these tools at either
Microsoft's home page
ping—Customers should be able to
ping at the command prompt from Cisco Unity to the
DC, GCDC, or Cisco Unity's Exchange partner and vice versa, by host name, and
(most important) by the Fully Qualified Domain Name. If an error appears, those
entries can be entered in the host file as a workaround until the real DNS
problem is located.
Netdiag—Use this tool to resolve network
connectivity problems. Netdiag is a utility that helps isolate networking and
connectivity problems. It performs a series of tests to determine the state of
your network client and whether it is functional. For more information about
Netdiag, see Windows 2000 Support Tools Help. For information about installing
and using the Windows 2000 Support Tools and Support Tools Help, see the file
Sreadme.doc in the \Support\Tools folder of
your Windows 2000 operating system CD. For more information, refer to the
Using Dcdiag and NetDiag in Windows 2000 to facilitate Domain Join
and DC Creation
Dnscmd.exe—The Dnscmd.exe tool performs DNS
configuration from the command prompt. You can use the command-line tool
Dnscmd.exe to perform most of the tasks that can be performed from the DNS
console. For more information about Dnscmd.exe, see Windows 2000 Support Tools
Help. For information about installing and using the Windows 2000 Support Tools
and Support Tools Help, see the Sreadme.doc in the
\Support\Tools directory on the Windows 2000 operating system
Ipconfig command can be used to view DNS client
settings, display and flush the resolver cache, and force a dynamic update
client to register its DNS records.
Event Viewer—Event Viewer is used to view DNS client
and server error messages.
Network Redirector Commands—DNS client caching can
be stopped and the cache can be flushed by using the network redirector
commands net start and net
Monitoring in the DNS Console—This option of the DNS
Console can be used to perform test queries. This can be used by using options
on the Monitoring tab in the DNS console.
—A Microsoft Windows utility that helps you
to diagnose common DNS name resolution issues.