This document describes how to troubleshoot issues related to Cisco
Unity/Unity Connection ViewMail for Outlook (VMO) 8.x.
There are no specific requirements for this document.
This document applies to all versions of Cisco Unity/Unity Connection
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.
Technical Tips Conventions for more information on document
In Cisco ViewMail for Outlook (VMO) 8.6(4) and earlier releases, when a
user tries to connect with Cisco Unity Connection, they need to enter the login
Cisco VMO 8.6(5) and later, when integrated with single sign-on, allows
end users to gain access to use VMO without entering login credentials. If the
user is authenticated to Active Directory, they are automatically connected to
Cisco Unity Connection as well. Perform these steps in order to accomplish the
In order to enable the single sign-on feature, make sure you have VMO
release 8.6(5) or later .
Note that VMO release 8.6(5) and later with single sign-on is only
applicable for Single Inbox (SIB) users.
In order to disable the single sign-on feature in the registry
editor, configure the System Registry value of type DWORD as:
[HKEY_CURRENT_USER\Software\Cisco Systems\ViewMail for
Note: The default value of the System Registry key
"VoiceMailRequiresUserNameAndPassword" = "0". If the registry value is set to
1, then the single sign-on feature with VMO will be disabled.
When users access Cisco Unity ViewMail for Outlook (VMO), some users
receive a popup that requests username/password/domain. This happens every time
the users try to access voice mail through VMO. In this scenario, the
workstation in which the issue is observed is in the same domain as the Unity
The popup appears as this example shows:
VMO uses Distributed Component Object Model (DCOM) to communicate with
the Cisco Unity server. You need to use DCOM to authenticate to the Unity
server in order to play the voice mails.
This problem might arise if some software is installed on the affected
workstations which, in turn, might have disabled DCOM. It has been found that
many Antivirus updates disable DCOM.
Perform these steps in order to fix this problem:
Run DCOMCNFG from a command
Click NO for all of the DCOM configuration
Once the Distributed COM Configuration Properties dialog box
appears, click the Default Properties tab.
Note: You can also complete these steps in order to navigate to
Under Component Services, click Computer,
right-click My Computer, and select
Click the Default Properties
Place a check mark next to Enable Distributed COM on this
Under Default Distributed COM Communication properties, select
CONNECT for Default Authentication Level and
IDENTIFY for Default Impersonation Level.
Reboot the machine.
Perform these steps:
Launch IIS Manager from Start >
Programs > Administrative Tools >
Internet Services Manager.
Navigate to the default website located under
Right-click the default website, and choose
In the Properties dialog box, click the Directory
Click Edit Anonymous access and authentication
control > Anonymous Access, and uncheck
Integrated Windows Authentication.
Reset the WWW service, and reboot the machine.
Unable to use Fully Qualified Domain Name (FQDN) for voicemail server
in ViewMail configuration form and can only use the IP address of the
primary/publisher Unity Connection 8.5 server. When using the FQDN for the
Voicemail Server Name field, this error message is received:
Voicemail server returns error. Contact your system administrator.
Check if HTTP port 8443 is blocked, which will filter the FQDN and will
allow you to use the IP address.
Unable to play back voice mail in ViewMail:
Cannot save the attachment.
Cannot create file: VoiceMessage.wav.
Right-click the folder you want to create the file in,
and then click Properties on the shortcut menu to check
your permissions for the folder
Complete these steps in order to resolve the issue:
Click My Computer, and double-click drive
On the File menu, click New >
Folder. Name the folder
Click Start > Run, type
regedit, and click OK.
Locate and click this registry key:
In the right pane, double-click
In the Value Data field, type
C:\temp0\, and click OK.
Exit the Registry Editor and restart the
When all users forward voice messages from VMO, they receive this
Delivery has failed to these recipients or groups:
Your message wasn't delivered due to a permission or security issue. It may
have been rejected by a moderator, the address may only accept e-mail from
certain senders, or another restriction may be preventing delivery.
This issue is caused when the Receive Connector on Exchange 2010 for
Unity Connection does not have the checkbox enabled for Externally Secured (for
example, with IPSec).
In order to permit a non-Exchange server to relay mail, you need to
create a new Receive Connector on the Hub Transport server.
Complete these steps:
Launch the Exchange Management Console and go to
Server Management > Hub
Choose the Hub Transport server on which you wish to create the new
From the Actions pane of the console, choose New Receive
Connector. A wizard will open.
Click Next with the appropriate IP Address in order
to create the Receive Connector.
Navigate back to Exchange Management
Right-click the newly created Receive Connector and choose
Select the Authentication tab, and select the
Externally Secured (for example, with IPSec) check
This error message is received when trying to install ViewMail 8.6.4 on
Windows 7 x64 with SP1 operating system and Microsoft Office 2010 Standard x64
of ViewMail 8.6.4:
Outlook cannot be installed automatically; it must be install manually.
Outlook 2010 64-bit is not yet supported with Unity Connection 8.x and
ViewMail. Refer to
Matrix: Cisco Unity Connection and the Software on User Workstations for
more information about the compatibility matrix for that combination.
Note: ViewMail for Outlook 8.6(5), 8.6(4), and 8.5 support Outlook 2010
32-bit only. Outlook 2010 64-bit is not supported.
Unity Connection is configured for Single Inbox, the user has Outlook
loaded, and also has the VMO add-in loaded. The message is delivered and syncs
to the user's inbox. The message can be viewed by the user in Outlook. The user
then attempts to forward the message using VMO (presses send) and the message
is moved to the Voicemail Outbox, but the message never makes it to the
CuMTA trace shows:
class=CsUnityMtaDelivery;Sender not found in the message, putting message in
badmail. File Path=/var/opt/cisco/connection/spool/UmssMtaQueue/
From the trace file you can find that a timing issue between MbxSync
and MTA is the cause, and it should be fixed in the messaging component. The
workaround for this issue is to Attempt to forward message using the
This is documented in Cisco bug ID
(registered customers only)
Reply with text only using VMO 8.6(4) does not work with secure
messages, and the this message has no recording
error message is received.
The reply with text only for voice messages was not supported in Cisco
ViewMail for Outlook 8.5(7) and earlier releases. However, this feature is
supported in Cisco ViewMail for Outlook 8.6(4) release onwards. VMO considers
the reply with text only as a normal email and sends it to the respective
In order to enable text-only reply for VMO, complete these
Configure the System Registry value of type DWORD as:
[HKEY_CURRENT_USER\Software\Cisco Systems\ViewMail for Outlook\
"VoiceMailReplywithText" = "1"
Configure the Exchange environment routing rules so that all mails
sent to the Connection SMTP domain are routed to the proper Connection
Configure Connection to relay emails to the user's corporate email
Configure the SMTP proxy address for non-SIB
Note: For more information on Steps 3 and 4, refer to
Moves, Adds, and Changes Guide for Cisco Unity Connection Release
When you try set a reminder on a message received in Outlook by
opening the message in a new window, Outlook displays this error
The operation cannot be performed because the message has been
This error does not occur when VMO is not
When you set a reminder, Outlook displays this error because VMO also
updates the category and icon at the same time on the mail item update
notification. Perform one of these actions in order to resolve this
Note: This is documented in Cisco bug ID
(registered customers only)