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Troubleshoot ViewMail for Outlook Issues

Document ID: 97062

Updated: Dec 19, 2011

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Introduction

This document describes how to troubleshoot issues related to Cisco Unity/Unity Connection ViewMail for Outlook (VMO) 8.x.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

This document applies to all versions of Cisco Unity/Unity Connection VMO 8.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.

ViewMail 8.6.5 silent install

Support for Single Sign-On in ViewMail for Outlook

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 credentials.

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 task:

  1. In order to enable the single sign-on feature, make sure you have VMO release 8.6(5) or later .

  2. Note that VMO release 8.6(5) and later with single sign-on is only applicable for Single Inbox (SIB) users.

  3. 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
      Outlook\Profiles\User
      Name\Server\VoiceMailRequiresUserNameAndPassword]

    "VoiceMailRequiresUserNameAndPassword" = "1"

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.

Problem: Users prompted for username, password, and domain every time they access Voice Mail

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 server.

The popup appears as this example shows:

vmo-promots-everytime-1.gif

Solution 1

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:

  1. Run DCOMCNFG from a command prompt.

  2. Click NO for all of the DCOM configuration warnings.

  3. 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 Default Properties:

    1. Under Component Services, click Computer, right-click My Computer, and select Properties.

    2. Click the Default Properties tab.

  4. Place a check mark next to Enable Distributed COM on this computer.

  5. Under Default Distributed COM Communication properties, select CONNECT for Default Authentication Level and IDENTIFY for Default Impersonation Level.

  6. Click OK.

  7. Reboot the machine.

Solution 2

Perform these steps:

  1. Launch IIS Manager from Start > Programs > Administrative Tools > Internet Services Manager.

  2. Navigate to the default website located under <system-name>.

  3. Right-click the default website, and choose Properties.

  4. In the Properties dialog box, click the Directory Security tab.

  5. Click Edit Anonymous access and authentication control > Anonymous Access, and uncheck Integrated Windows Authentication.

  6. Reset the WWW service, and reboot the machine.

Unable to use FQDN for voicemail server in ViewMail configuration form

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.

Solution

Check if HTTP port 8443 is blocked, which will filter the FQDN and will allow you to use the IP address.

Error: Cannot save the attachment

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

Solution

Complete these steps in order to resolve the issue:

  1. Click My Computer, and double-click drive C:.

  2. On the File menu, click New > Folder. Name the folder temp0.

  3. Click Start > Run, type regedit, and click OK.

  4. Locate and click this registry key:

    HKEY_CURRENT_USER\Software\Microsoft\Office\14.0\Outlook\Security\
  5. In the right pane, double-click OutlookSecureTempFolder.

  6. In the Value Data field, type C:\temp0\, and click OK.

  7. Exit the Registry Editor and restart the computer.

Voice Mail Forward from Unity Connection

When all users forward voice messages from VMO, they receive this NDR:

Delivery has failed to these recipients or groups:

<email address>
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.

Solution

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:

  1. Launch the Exchange Management Console and go to Server Management > Hub Transport.

  2. Choose the Hub Transport server on which you wish to create the new Receive Connector.

  3. From the Actions pane of the console, choose New Receive Connector. A wizard will open.

  4. Click Next with the appropriate IP Address in order to create the Receive Connector.

  5. Navigate back to Exchange Management Console.

  6. Right-click the newly created Receive Connector and choose properties.

  7. Select the Authentication tab, and select the Externally Secured (for example, with IPSec) check box.

Error during ViewMail 8.6.4 Install

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.

Solution

Outlook 2010 64-bit is not yet supported with Unity Connection 8.x and ViewMail. Refer to Compatibility 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.

Forward Message with VMO for Single Inbox Message Fails

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 destination.

CuMTA trace shows:

09:13:10.924 |18180,,,MTA,12,Thread=MtaMailDelivery-8; 
class=CsUnityMtaDelivery;Sender not found in the message, putting message in 
badmail. File Path=/var/opt/cisco/connection/spool/UmssMtaQueue/
    drop7457e736-b00a-4a86-a114-54726a7ee933.eml.mta

Solution

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 phone.

This is documented in Cisco bug ID CSCto60672 (registered customers only) .

ViewMail Reply with text 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.

Solution

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 recipient.

In order to enable text-only reply for VMO, complete these steps:

  1. Configure the System Registry value of type DWORD as:

    [HKEY_CURRENT_USER\Software\Cisco Systems\ViewMail for Outlook\ 
       VoiceMailReplywithText]
    
    "VoiceMailReplywithText" = "1"
    
  2. Configure the Exchange environment routing rules so that all mails sent to the Connection SMTP domain are routed to the proper Connection server.

  3. Configure Connection to relay emails to the user's corporate email within Exchange.

  4. Configure the SMTP proxy address for non-SIB user.

Note: For more information on Steps 3 and 4, refer to User Moves, Adds, and Changes Guide for Cisco Unity Connection Release 8.x.

Unity Connection Single Inbox User Issue

When you try set a reminder on a message received in Outlook by opening the message in a new window, Outlook displays this error message:

The operation cannot be performed because the message has been
  changed.

This error does not occur when VMO is not installed.

vmo-promots-everytime-2.gif

Solution

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 issue:

  • Set the reminder after you read the message.

  • Set a reminder without opening the message.

Note: This is documented in Cisco bug ID CSCTY14250 (registered customers only) .

Related Information

Updated: Dec 19, 2011
Document ID: 97062