Troubleshooting Guide for Cisco Unified CallManager, Release 4.2(3)
Cisco Unified CallManager System Issues
Downloads: This chapterpdf (PDF - 507.0KB) The complete bookPDF (PDF - 2.28MB) | Feedback

Cisco Unified CallManager System Issues

Table Of Contents

Cisco Unified CallManager System Issues

Cisco Unified CallManager System Not Responding

Cisco Unified CallManager System Stops Responding

Unexpected Event

Lack of Resources

Setting up Performance Monitor Counter Logs

Cisco Unified CallManager Administration Does Not Display

Errors Occur When Attempting to Access Cisco Unified CallManager Administration from the Browser

You Are Not Authorized to View

Errors Occur When Attempting to Access the Cisco Unified CallManager Administration from a Browser on a Remote Server

Problems Displaying or Adding Users with Cisco Unified CallManager

Automation Server Message Displays

SQLSvc User Cannot Log In

Name to Address Resolution Failing

Unable to Change the Server Name for Cisco Unified CallManager

Default Web Site Under IIS Has Improper Setting

Port 80 Is Blocked in One or More Routers Between Your Local Browser and the Cisco Unified CallManager Server

You Attempt to Access a Machine Where Access Is Explicitly Denied

Improper Network Setting Exists in the Remote Machine Where You Are Browsing

Replication Fails Between the Publisher and the Subscriber

Cannot Update Data Because the Publisher Is Not Available

Subscriber Stops Replicating Data From the Publisher

Slow Server Response

Mismatched Duplex Port Settings

JTAPI Subsystem Startup Problems

JTAPI Subsystem is OUT_OF_SERVICE

MIVR-SS_TEL-4-ModuleRunTimeFailure

MIVR-SS_TEL-1-ModuleRunTimeFailure

JTAPI Subsystem is in PARTIAL_SERVICE

Security

Changing IIS Parameters for Security

Event Viewer Error Messages

Near-Term Security Solutions

Long-Term Security Solutions

Related Information

Virus Protection


Cisco Unified CallManager System Issues


This section covers solutions for the following most common issues related to a Cisco Unified CallManager system.

Cisco Unified CallManager System Not Responding

Replication Fails Between the Publisher and the Subscriber

Slow Server Response

JTAPI Subsystem Startup Problems

Security

Virus Protection

Cisco Unified CallManager System Not Responding

This section covers the following issues for a Cisco Unified CallManager system not responding:

Cisco Unified CallManager System Stops Responding

Cisco Unified CallManager Administration Does Not Display

Errors Occur When Attempting to Access Cisco Unified CallManager Administration from the Browser

You Are Not Authorized to View

Errors Occur When Attempting to Access the Cisco Unified CallManager Administration from a Browser on a Remote Server

Problems Displaying or Adding Users with Cisco Unified CallManager

Automation Server Message Displays

SQLSvc User Cannot Log In

Name to Address Resolution Failing

Unable to Change the Server Name for Cisco Unified CallManager

Default Web Site Under IIS Has Improper Setting

Port 80 Is Blocked in One or More Routers Between Your Local Browser and the Cisco Unified CallManager Server

You Attempt to Access a Machine Where Access Is Explicitly Denied

Improper Network Setting Exists in the Remote Machine Where You Are Browsing

Cisco Unified CallManager System Stops Responding

Symptom   

The Cisco Unified CallManager system does not respond.

Possible Cause   

When the Cisco CallManager service (ccm.exe) crashes, the following message displays in the System Event log:


The Cisco CallManager service terminated unexpectedly. 
It has done this 1 time. The following corrective action 
will be taken in 60000 ms. Restart the service.

Other messages you may see in the event of a crash follows:


Timeout 3000 milliseconds waiting for 
Cisco CallManager service to connect.

The Cisco CallManager service failed to start due to the following error:


The service did not respond to the start or control request in a 
timely fashion.

At this time, when devices such as the Cisco Unified IP Phones and gateways unregister from the Cisco Unified CallManager, users receive delayed dial tone, and/or the Cisco Unified CallManager server freezes due to high CPU usage. For event log messages that are not included here, view the Cisco CallManager Event Logs.

The Cisco CallManager service can crash due to one of the following reasons:

An unexpected event occurs in the Cisco CallManager service. This crash adds an entry to the existing Dr.Watson log and a user.dmp is generated in the C:\Documents and Settings\All Users\Documents\DrWatson folder. Refer to the "Unexpected Event" section.

The Cisco CallManager service does not have enough resources such as CPU or memory to function. Generally, the CPU utilization in the server is 100 percent at that time. Refer to the "Lack of Resources" section.

Depending on what type of crash you experience, you will need to gather different data that will help determine the root cause of the crash.

Related Topics

"Setting up Performance Monitor Counter Logs" section

"Setting up Performance Monitor Counter Logs" section

Unexpected Event

Use the following procedure as a guide for what information to gather and provide to TAC in the event of Cisco Unified CallManager crash.

Procedure


Step 1 Collect Cisco CallManager traces 15 minutes before and after the crash. The traces are located at C:\Program Files\cisco\trace\ccm.

Step 2 Collect SDL traces 15 minutes before and after the crash. Traces are located at C:\Program Files\cisco\trace\sdl\ccm.

Step 3 Locate the System and Application Event log files in the Event Viewer by selecting Start > Programs > Administrative Tools > Event Viewer, clicking on System Log, and selecting Action > Save Log as and save the log. Also do this for the Application Log.

Step 4 Ensure that the SdlMaxUnhandledExceptions parameter is set to 0 (zero) for each Cisco Unified CallManager.

Step 5 Locate the Dr. Watson log file located at
C:\Documents and Settings\All Users\Documents\DrWatson.

The file is named Drwtsn32.log.

Step 6 Locate the user.dmp file at C:\Documents and Settings\All Users\Documents\DrWatson.


Note These files can be very large. Zip them before sending them to the TAC. It is important to note that these files hold the information the TAC engineer and developers need to determine the cause of the crash.


Step 7 Open the Dr. Watson log file in Notepad and view the most recent entry to see if an entry for the ccm.exe has been added. Begin at the bottom of the file, and search for Application exception occurred, which takes you to the latest crash.

The following is an example of the header of a crash entry in the Drwtsn32.log file.

Application exception occurred:
        App:  (pid=680)
        When: 3/8/2003 @ 14:01:06.978
        Exception number: e06d7363 

Along with the date of the crash, there is a PID. If that PID corresponds to the PID for ccm.exe in the task list, then you know that Cisco Unified CallManager crashed.


Note In the following example, the PID = 680. From the list, you see that this also corresponds to ccm.exe.


The task list in the Drwtsn32.log looks similar to the following:

Example

PID  PROCESS
   8 System.exe
 212 SMSS.exe
 240 CSRSS.exe
 264 WINLOGON.exe
 292 SERVICES.exe
 304 LSASS.exe
 424 termsrv.exe
 520 svchost.exe
 560 msdtc.exe
 696 DLLHOST.exe
 736 Ipvmsapp.exe
 752 DLLHOST.exe
 824 AudioTranslator.exe
 848 RisDC.exe
 860 LogoutService.E.exe
 884 DCX500.exe
 936 svchost.exe
 980 LLSSRV.exe
1028 sqlservr.exe
1112 ntpd.exe
1140 rcmdsvc.exe
1172 regsvc.exe
1176 mstask.exe
1204 SNMP.exe
1244 WinMgmt.exe
1260 cpqnimgt.exe
1284 cqmgserv.exe
1296 cqmgstor.exe
1308 sysdown.exe
1372 cqmghost.exe
1524 aupair.exe
1552 sqlagent.exe
 276 svchost.exe
2400 inetinfo.exe
2412 explorer.exe
2752 sqlmangr.exe
2700 taskmgr.exe
2704 mmc.exe
 680 ccm.exe
 868 DRWTSN32.exe

If there is no list of the PIDs, look at the timestamp of the last entry of the Drwtsn32.log and the timestamp of the error in the Event Log (refer to the Cisco CallManager Service Crash Description section). If they are the exact same time, it is likely that you experienced an Unexpected Event Cisco Unified CallManager crash.

What makes a crash unique is the stack trace. This is why you will see the requested complete Drwtsn32.log file in the Unexpected Event section.

If the PID for the day of the crash is not ccm.exe or the timestamp did not correspond, then you are most likely experiencing a lack-of- resource crash or a crash of another process.


Lack of Resources

Use the following procedure if a lack of resources crash occurs.

Procedure


Step 1 Collect Cisco CallManager traces 15 minutes before and after the crash. The traces are located at C:\Program Files\cisco\trace\ccm.

Step 2 Collect SDL traces 15 minutes before and after the crash. Traces are located at C:\Program Files\cisco\trace\sdl\ccm.

Step 3 Collect perfmon traces if available.

Step 4 If the traces are not available, start collecting the perfmon traces and track memory and CPU usage for each process running that is on the server. To set up perfmon traces go to the Setting up Performance Monitor Counter Logs section. These will help in the event of another lack of resources crash.


Setting up Performance Monitor Counter Logs

In order to verify the processes running, and the amount of CPU and memory that are being consumed, use the following procedure to gather counters for the crash.

Procedure


Step 1 Choose Start > Programs > Administrative Tools > Performance.

Step 2 Choose Performance Logs > Alerts > Counter Logs from the Performance Monitor.

Step 3 Choose Action > New log settings and enter a name for the counter log.

Step 4 Click Add in the counters page.

Use the local computer counters and make sure that you are configuring this directly on the Cisco Unified CallManager that is experiencing the crash.

Step 5 Choose Process in the Performance Object.

Step 6 Choose List > Select Instances in the Select Counters and click the following counters and associated instances:

% Processor Time / All Instances

ID Process / All Instance

Virtual Bytes / All Instances

Private Bytes / All Instances

Step 7 Set the interval to 2 and the units as seconds in the Sample Data Every.

From the Log Files tab, make sure that the log file type is Text File - CSV. Also note where these are located. The default is C:\PerfLogs. Select a log file limit of 20,000 Kb.

Step 8 Click the Schedule tab.

Step 9 Choose Start Log Manually to start the log.

Step 10 Choose When the 20,000 Kb Log File is Full to stop the log.

Step 11 Choose Start a new log file and then click OK when the log closes.

Step 12 Start logging by selecting the created counter log.

Step 13 Choose Action > Start.


Note Over time, enabling these performance monitor logs generates a large number of files and utilizes a large amount of disk space. Therefore, you need to monitor this activity and, if it is generating large files, zip up the older logs and/or move them from the local drive.


Step 14 The event log data may or may not be necessary. However, you should proactively dump both the System and Application events and filter out only the events from the last 30 minutes before the crash. Investigate these events before sending them to the TAC. You might see something that warrants more attention.


Note Within a highly utilized system, using Event Viewer (a built-in Microsoft utility) to dump these events to a text file can easily starve all other processes from the CPU, including the Cisco CallManager KeepAlive process used to maintain phone registrations. Save the event log file in the .csv file format.


Step 15 In the following order, zip all files before e-mailing and copying them using WinZip version 8. In general, files are copied to a local machine for faster evaluation. Zipped files use less space and can be moved around faster than raw file formats.

a. Zip the USER.DMP and DRWTSN32.LOG together. Send and copy this Zip file immediately with a descriptive symptom definition and include the exact Cisco Unified CallManager version, appropriate device loads, and Cisco IOS versions. If any special patches are in use, ensure this fact is made clear.

b. Zip and send the Cisco CallManager and SDL trace files together.

c. Zip and send the Performance Monitor logs together.

d. Zip and send the event log entries together.


Cisco Unified CallManager Administration Does Not Display

Symptom   

Administration does not display.

Possible Cause   

The Cisco CallManager service stopped.

Recommended Action   

Use the following procedure to verify that the Cisco CallManager service is active on a server that is local or remote.

1. From Cisco Unified CallManager Administration, choose Application > Cisco Unified CallManager Serviceability.

The Cisco Unified CallManager Serviceability window displays.

2. Choose Tools > Service Activation.

3. From the Servers column, choose a server.

The server that you chose displays next to the Current Server title, and a box with configured services displays.

Activation Status column displays either Activated or Deactivated in the Cisco Unified CallManager line.

If Activated, the Cisco Unified CallManager is active on the chosen server and you need to contact TAC for further assistance.

If Deactivated, continue with the following steps.

4. Check the Cisco CallManager check box.

5. Click the Update button.

The Activation Status column displays Activated in the Cisco Unified CallManager line.

Cisco Unified CallManager is now active for the chosen server.


Perform the following procedure if the Cisco Unified CallManager has been in service and you want to check if it is currently active.

1. From Cisco Unified CallManager Administration, choose Application > Cisco Unified CallManager Serviceability.

The Cisco Unified CallManager Serviceability window displays.

2. Choose Tools > Control Center.

3. From the Servers column, choose the server.

The server that you chose displays next to the Current Server title, and a box with configured services displays.

The Activation Status column displays Activated in the Cisco CallManager line.

Cisco CallManager is active for the chosen server. Contact TAC for further assistance.

If Deactivated, continue with the following steps.

4. Check the Cisco CallManager check box.

5. Click the Update button.

The Activation Status column displays Activated in the Cisco CallManager line.

Cisco CallManager is now active for the chosen server.

Repeat the preceding procedure to verify that the Cisco CallManager service is activated.


Errors Occur When Attempting to Access Cisco Unified CallManager Administration from the Browser

Symptom   

One of the following messages displays when you are trying to access administration from the same server where the Cisco Unified CallManager resides.

Internet Explorer—The page cannot be displayed.

Netscape—Warning box displays: There was no response. The server could be down or is not responding.

Possible Cause   

The IIS Admin service or the WWW publishing service does not start automatically as expected. One of these services stopping represents the most frequent reason for administration not displaying locally.

Recommended Action   

Use the following procedure to start the IIS.


Note If the IIS is stopped, the WWW publishing services may also be stopped. Start the WWW publishing services, which automatically starts the IIS.


1. From the Start menu, choose Start > Programs > Administration Tools > Services.

A window displays listing IIS Administration.

2. Right-click IIS Admin Service.

3. Choose Start.

4. Click Yes.

The IIS starts.


Start the other services using the following procedure.

1. From the Start menu, choose Start > Programs > Administration Tools > Services.

2. Right-click the service.

3. Choose Start.

4. Click Yes.

The service starts.


Verification

Use the following procedure to verify that IIS is started.

1. From the Start menu, choose Start > Programs > Administration Tools > Services.

2. Right-click the service.

3. Verify the status, which should display Started.

4. If any service is stopped, perform the following procedures to start the service(s).


Use the following procedure to start the IIS.


Note If the IIS is stopped, WWW publishing services may also be stopped. Start the WWW publishing services, which automatically starts the IIS.


1. From the Start menu, choose Start > Programs > Administration Tools > Services.

A window displays listing IIS Admin Service.

2. Right-click IIS Admin Service.

3. Choose Start.

4. Click Yes.

5. The IIS starts.


Start the other services using the following procedure.

1. From the Start menu, choose Start > Programs > Administration Tools > Services.

2. Right-click the service.

3. Choose Start.

4. Click Yes.

5. The service starts.

Viruses can also cause the IIS service to stop and display strange messages when attempting to access the administration page. See the Virus Protection section for more information.


You Are Not Authorized to View

Symptom   

When accessing Cisco Unified CallManager administration, the following message displays.

Error Message    You Are Not Authorized to View This Page

and other, similar messages that may occur include the following ones:

You do not have permission to view this directory or page using the credentials you supplied.

HTTP 401.3 Access denied by ACL on resource Internet Information Services.

Server Application Error. The server has encountered an error while loading an application during the processing of your request. Please refer to the event log for more detailed information. Please contact the server administrator for assistance.

Error: Access is Denied.

Possible Cause   

The NTFS permissions have been modified on your C drive off the root directory to propagate into child directories on the Cisco Unified CallManager server.

NTFS permissions have been changed from the default settings on the server and are no longer sufficient for IIS to run properly.

Recommended Action   

Visit the Microsoft site for details on the issue: Q271071 "Minimum NTFS Permissions Required for IIS 5.0 to Work" at the following URL:

http://support.microsoft.com/default.aspx?ln=EN-GB&pr=kbinfo&

Verification

Use the following procedure to verify that IIS is started.

1. From the Start menu, choose Start > Programs > Administration Tools > Services.

2. Right-click the service.

3. Verify the status, which should display Started.

4. If any service is stopped, perform the following procedures to start the service(s).


Use the following procedure to start the IIS.


Note If the IIS is stopped, the WWW publishing services may also be stopped. Start the WWW publishing services, which starts the IIS automatically.


1. From the Start menu, choose Start > Programs > Administration Tools > Services.

A window displays listing IIS Admin Service.

2. Right-click IIS Admin Service.

3. Choose Start.

4. Click Yes.

The IIS starts.


Start the other services using the following procedure.

1. From the Start menu, choose Start > Programs > Administration Tools > Services.

2. Right-click the service.

3. Choose Start.

4. Click Yes.

The service starts.


Errors Occur When Attempting to Access the Cisco Unified CallManager Administration from a Browser on a Remote Server

If you can access the Cisco Unified CallManager Administration locally on the Cisco Unified CallManager server, but not when you browse from a remote machine, verify whether one of the following situations applies to you. They appear in order, from the most frequent reason to the least frequent reason.

Problems Displaying or Adding Users with Cisco Unified CallManager

Symptom   

You cannot add a user or conduct a search on Cisco Unified CallManager Administration.

Possible Cause   

You may encounter the following problems if you are working with Cisco Unified CallManager that is installed on a server that has a special character (such as an underscore) or MS Internet Explorer 5.5 with SP2 and a Q313675 patch or above.

When you conduct a basic search and hit submit, the same page redisplays.

When you try to insert a new user, the following message displays.


The following error occurred while trying to execute the 
command.
Sorry, your session object has timed out.
Click here to Begin a New Search

Recommended Action   

You may not be able to add a user or do a search on Cisco Unified CallManager Administration, if your Cisco Unified CallManager hostname contains any special characters such as underscore or period (for example, Call_Manager). Domain Name System (DNS)-supported characters include all letters (A-Z, a-z), numbers (0-9), and hyphen (-); any special characters are not allowed. If the Q313675 patch is installed on your browser, make sure that the URL does not contain any non-DNS supported characters.

For more information about the Q313675 patch, refer to MS01-058: File Vulnerability Patch for Internet Explorer 5.5 and Internet Explorer 6.

To resolve this problem, you have the following options:

Access Cisco Unified CallManager Administration by using the IP address of the server.

Do not use non-DNS characters in the Server Name.

Use the localhost or IP address in the URL.

Automation Server Message Displays

Symptom   

When you attempt to access Cisco Unified CallManager Administration, the message "Automation server cannot create object" displays.

Possible Cause   

After an upgrade, Cisco Unified CallManager disallows certain functions.

Recommended Action   

Perform the following procedure:

1. On the Cisco Unified CallManager server, open a command window by choosing Start > Run and typing cmd.

2. Type cd c:\Program Files\Cisco\bin.

3. Type regsvr32 dblx.dll.

SQLSvc User Cannot Log In

Symptom   

The SQLSvc user cannot log in, and dependent services do not start.

Possible Cause   

The SQLSvc user must log in to the local system before the Cisco Unified CallManager, SQLServerAgent, MSSQLServer, and COM+ Event System services can start and execute their specific functions. If the SQLSvc password is not configured correctly, both locally and within the cluster, the SQLSvc user cannot log in and these dependent services do not start. Cisco Unified CallManager and its basic functionality can be affected.


Note The SQLSvc password should be the same across the entire cluster.


This problem affects the following:

Cisco Unified CallManager

Microsoft SQL server for Cisco Unified CallManager

Cisco Music on Hold (MOH) Audio Translator

Cisco Trivial File Transfer Protocol (TFTP)

Recommended Action   

Use the following procedure to recover an SQLSvc account password.

1. Choose Start > Programs > Administrative Tools > Computer Management.

2. Click + (the plus sign) beside Local Users and Groups in the left column.

3. Click Users.

4. Right-click SQLSvc in the right column and choose Set Password.

5. Enter the new password and confirm the password.

6. Click OK to confirm and close the Change Password dialog box.

7. Click + (the plus sign) beside Services and Applications in the left column.

8. Click Services.

9. In the right column click to highlight MSSQLServer 2000.

10. Right-click MSSQLServer 2000 and choose Properties.

11. Click the Log On tab.

12. Change the password and confirm that the password matches the SQLSvc user password set in step 5.

13. Click OK to return to the Services List.

14. Click to highlight SQLServerAgent.

15. Right-click SQLServerAgent and choose Properties.

16. Click the Log On tab.

17. Change the password to match the SQLSvc user password set in step 5.

18. Click OK to return to the Services List.

19. Close the Computer Management window.

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

21. Click + (the plus sign) beside Component Services.

22. Click + (the plus sign) beside Computers.

23. Click + (the plus sign) beside My Computer.

24. Click + (the plus sign) beside COM+ Applications.

25. Right-click DBL and choose Properties.

26. Click the Identity tab.

27. Change the password and confirm that the password matches the SQLSvc user password set in step 5.

28. Click OK to go back to the Component Manager.

29. Right-click DBL and click Shut Down.

30. Right-click DBL and click Start.

31. Close the Component Manager window.


Name to Address Resolution Failing

Symptom   

One of the following messages displays when you try to access the following URL:

http://your-cm-server-name/ccmadmin

Internet Explorer: This page cannot be displayed

Netscape: Not Found. The requested URL /ccmadmin was not found on this server.

If you try to access the same URL by using the Cisco Unified CallManager IP address (http://10.48.23.2/ccmadmin) instead of the name, the window displays.

Possible Cause   

The name that you entered as "your-cm-server-name" maps to the wrong IP address in DNS or hosts file.

Recommended Action   

1. If you have configured the use of DNS, check in the DNS to see whether the entry for the your-cm-server-name has the correct IP address of the Cisco Unified CallManager server. If it is not correct, change it.

2. If you are not using DNS, your local machine will check in the "hosts" file to see whether an entry exists for the your-cm-server-name and an IP address that is associated to it. Open the file and add the Cisco Unified CallManager server name and the IP address.

You can find the "hosts" file at C:\WINNT\system32\drivers\etc\hosts on your Windows station.


Unable to Change the Server Name for Cisco Unified CallManager

Symptom   

You attempt to change the name of the Cisco Unified CallManager server and the service fails. Other services, such as CTI Manager, Extended Functions, and Voice Media Streaming, also fail.

Possible Cause   

Cisco does not support changing the name of a Cisco Unified CallManager server.

Recommended Action   

Use the following procedure to change the IP address instead of changing the name of a Cisco Unified CallManager server.


Note You must change the IP address in all applications.


1. From Customer Response Applications Administration, choose System > Engine to access the Engine web page.


Note These steps are required if the Customer has installed Extended Services (required in version 3.2 and below for Extension Mobility and required in all versions for IP-Auto Attendant or TAPS, which are free applications) or a co-resident installation of CRS on the machine whose IP address is being changed.


Figure 3-1 Engine Window—Engine Status Area

The Engine Status area displays information about the CRS system and its subsystems.

2. Click the Stop Engine button to stop the CRS Engine.


Note You can also control the CRS Engine from the Windows Service window, which you display by choosing Start > Programs > Administrative Tools > Services.


3. Click the Engine Configuration hyperlink on the navigation bar of the Engine web page to access the Engine Configuration area, which displays information you specified during user profile creation.

Figure 3-2 Engine Window—Engine Configuration Area

4. In the Application Engine Hostname field, enter the new IP address of the server.

5. From the Customer Response Applications Administration, choose Subsystems > JTAPI.

The JTAPI Configuration web page displays.

Figure 3-3 JTAPI Configuration Window

6. In the JTAPI Provider(s) field, enter the new IP address of the Cisco Media Convergence server (Cisco MCS) running Cisco Unified CallManager CTI Manager.

7. From Customer Response Applications Administration, choose System > Configuration and Repository.

The Directory Setup Window displays.

Figure 3-4 Directory Setup Window—Configuration Setup Area

8. In the Directory Host Name field, enter the new IP address.

9. Click the Repository hyperlink on the navigation bar of the Directory Setup window.

The Repository Setup area displays.

Figure 3-5 Directory Setup Window—Repository Setup Area

10. In the Directory Host Name field, enter the new IP address.

11. Stop the DC Directory Service on the server by choosing Control Panel > Administrative Tools > Services.

12. Select Start > Programs > DC Directory Administrator Directory Manager.

13. Enter the directory manager password that you entered during the installation.

14. Choose Directory > cisco.com > CCN > systemProfile.

15. Double-click Hoteling Profile.

16. Click Modify and enter the new IP address.

17. In the Cisco Unified CallManager Administration, choose System > Server and enter the new IP address.

18. In the Cisco Unified CallManager Administration, choose System > Enterprise Parameters and enter the new IP addresses for the URL Directories. There are multiple URL entries that may need to be changed. Help, Authentication, Directories, Information, and Services all have URLs under Enterprise Parameters.

19. In the Cisco Unified CallManager Administration, choose Features > Phone Services and enter the new IP address in all URLs. This applies to any URLs that point to the server that is being changed. Services can (and in many cases should) point to other servers/www sites.

20. Change the Server IP address to the new IP address in Network Properties.

21. Change LMHOST and HOSTS files on all servers in a cluster to the new IP address.

22. Change the DHCP Option 150 to the new IP address.

23. Open the SQL Enterprise Manager and change the IP addresses in the URLs in the PlugIn table by choosing Start > Programs Microsoft SQL Server 2000 > Enterprise Manager.

24. Choose the tree server name > Databases > latest CCM03xx database.

25. Choose Tables > PlugIn.

26. Right-click PlugIn to open the table and choose Return All Rows.


Note Modifications occur immediately. You cannot cancel changes.


27. Open the stiBackup configuration by choosing Start > Programs Administrative Tools > Services Console > stiBack for Cisco Unified Communications Applications and enter the new IP address in all the appropriate tabs.

28. In C:\TAPS\TAPSCCM.txt, enter the new IP address


Default Web Site Under IIS Has Improper Setting

Symptom   

One of the following error messages displays when you try to access the following URL:

http://your-cm-server-name/ccmadmin

Internet Explorer: This page cannot be displayed

Netscape: Not Found. The requested URL /ccmadmin was not found on this server.

If you try to access the same page using the Cisco Unified CallManager IP address (http://10.48.23.2/ccmadmin) instead of the name, the page displays.

Possible Cause   

An incorrect setting in the Default Web Site tab for the IIS has been set on the server.

Recommended Action   

1. Verify in the Internet Service Manager on the Cisco Unified CallManager machine the Default Web Site. In the Web Site tab, choose All Unassigned and not the IP address of the machine.

You can verify that setting by choosing
Start > Programs > Administrative tools/Internet Service Manager.
Expand the icon that shows your server name.

2. Right-click Default Web Site. You have option properties that you must choose. Look for the Web Site tab and verify the All Unassigned setting.


Note If you need to keep the specific IP address setting for any reason, you cannot use the name instead of IP address from a remote web browser.



Port 80 Is Blocked in One or More Routers Between Your Local Browser and the Cisco Unified CallManager Server

Symptom   

One of the following messages displays when a firewall blocks the port that is used by the web server or the http traffic:

Internet Explorer: This page cannot be displayed

Netscape: There was no response. The server could be down or is not responding

Possible Cause   

For security reasons, the system blocked the http access from your local network to the server network.

Recommended Action   

1. Verify whether other types of traffic to the Cisco Unified CallManager server, such as ping or Telnet, are allowed. If any are successful, it will show that http access to the Cisco Unified CallManager web server has been blocked from your remote network.

2. Check the security policies with your network administrator.

3. Try again from the same network where the server is located.


You Attempt to Access a Machine Where Access Is Explicitly Denied

Symptom   

One of the following messages displays:

Internet Explorer: This page cannot be displayed

Netscape: Not Found. The requested URL / ccmadmin was not found on this server.

From both browsers without the show friendly http error messages advance setting configured: Access to this server is forbidden.

Possible Cause   

This represents a security policy that the network administrator applies.

Recommended Action   

1. Check the security policies with your network administrator. Try again from a different machine.

2. If you are the network administrator, check the Directory Security tab of the Default Web Site in the Internet Service Manager on the Cisco Unified CallManager server.

3. You can verify the setting by choosing
Start > Programs > Administrative tools/Internet Service Manager.

4. Expand the icon that shows your server name.

5. Right-click Default Web Site. You have the option properties from which you must choose.

6. Look for the Directory Security tab and verify the setting.

Improper Network Setting Exists in the Remote Machine Where You Are Browsing

Symptom   

No connectivity exists, or no connectivity exists to other devices in the same network as the Cisco Unified CallManager.

When you attempt the same action from other remote machines, Cisco Unified CallManager Administration displays.

Possible Cause   

Improper network configuration settings on a station or on the default gateway can cause a web page not to display because partial or no connectivity to that network exists.

Recommended Action   

1. Try pinging the IP address of the Cisco Unified CallManager server and other devices to confirm that you cannot connect.

2. If the connectivity to any other device out of your local network is failing, check the network setting on your station, as well as the cable and connector integrity. Refer to the appropriate hardware documentation for detailed information.

If you are using TCP-IP over a LAN to connect, continue with the following steps to verify the network settings on the remote station.

3. Choose Start > Setting > Network and Dial-up connections.

4. Choose Local Area Connection, then Properties.

The list of communication protocols displays as checked.

5. Choose Internet Protocol (TCP-IP) and click Properties again.

6. Depending on your network, choose either Obtain an ip address automatically or set manually your address, mask and default Gateway.

The possibility exists that a browser-specific setting could be improperly configured.

7. Choose the Internet Explorer browser Tools > Internet Options.

8. Choose the Connections tab and then verify the LAN settings or the dial-up settings.

By default, the LAN settings and the dial-up settings do not get configured. The generic network setting from Windows gets used.

9. If the connectivity is failing only to the Cisco Unified CallManager network, a routing issue probably exists in the network. Contact the network administrator to verify the routing that is configured in your default gateway.


Note If you cannot browse from the remote server after following this procedure, contact TAC to have the issue investigated in more detail.



Refer to the following URL for more information on configuration settings:

http://www.cisco.com/warp/public/63/initial_config.shtml

Replication Fails Between the Publisher and the Subscriber

Replicating the SQL database is a core function of Cisco Unified CallManager clusters. The server with the master copy of the database is called the publisher, while the servers replicating the database are called subscribers.

Cannot Update Data Because the Publisher Is Not Available

Symptom   

The following message displays:

Error Message    Cannot update data because the publisher is not 
available. Please try again later. (58)

Possible Cause   

The subscriber build failed.

Recommended Action   

1. Ensure that the NetBIOS name resolution is working between all servers.

2. Ensure (by editing) that the hosts and LMHOSTS are filled in on the publisher and subscriber servers, so each one can resolve the other's host name and NetBIOS name.

Hosts is used for DNS resolution. LMHOSTS uses NetBIOS for name resolution. Also, SQL uses NetBIOS for name resolution.

If the Cisco Unified CallManager fails to update, the database layer on the subscriber cannot find the publisher.

3. Check the SQL "distribution agent" on the publisher for history and errors.

4. Choose Start > Programs > Administrative Tools > Local Security Policy.

5. Choose Audit Policy.

6. Enable Failure auditing for all events.

For SQL, enable Authentication.


Note Users get replicated in the DC Directory, not in SQL.


7. From the web, upgrade the Cisco Unified CallManager for the software version on your publisher.

The software will download the SQL database to the subscriber(s).


Subscriber Stops Replicating Data From the Publisher

Symptom   

Changes made on the publisher are not reflected on phones that are registered with the subscriber.

Possible Cause   

Replication fails between the publisher and subscriber.

Recommended Action   

Complete the following steps to reestablish the relationship between the two systems. First, the subscriber subscription will need to be recreated on the publisher. Then, delete the subscription and re-create it on the subscriber system.

Recreating the Subscription on the Publisher

1. Choose Programs > Microsoft SQL Server 2000 > Enterprise Manager from the publisher to start the SQL Enterprise Manager.

2. The subscription can be re-created from the publisher. Under Microsoft SQL Server, select New SQL Server Registration...

The Register SQL Server Wizard displays. Make sure the From now on I want to perform the task without using a wizard check box is not checked.

3. Click Next.

The other SQL servers that reside on the Cisco Unified CallManagers should display in the Additional Servers box.

4. Choose all servers and Add them to the Added servers box.

5. Click Next.

6. Click The Windows account information I use to log on to my computer [Windows Authentication].


Note Make sure that the current Windows account that you used to log in exists in the Windows Administrators group on all the servers.


7. Click Next.

8. In the Select SQL Server Group window, choose the option Add the SQL server(s) to the existing SQL Server group.

9. Click Finish.

After selecting finish, the wizard will display status of the addition of the added server(s).

The display should read "Registered successfully."

10. Click Close.

The listing of the two servers in the display means they are recognized by the publisher, so data can be shared with them.


Deleting the Subscription on the Publisher

Use the following procedure to delete the subscription on the publisher.

1. Choose Microsoft SQL Servers > SQL Server Group > Machine_name > Databases > CCM0301 > Publications from the Enterprise Manager to locate the Publication for the CCM0301 database.

2. Choose the Cisco Unified CallManager subscription that is failing and delete the entry.


Note Select the area on the right. Do not delete the book icon on the left.


A warning displays indicating the subscription has been removed at the publisher, but not the subscriber and if you want to connect to the subscriber and delete the subscription.

3. Click Yes.

The next message indicates that the subscription has been deleted but the data has not.

4. Click OK.


Re-creating the Subscription on the Subscriber

Next, the subscription must be added back into the subscriber SQL server. Use the following procedure to re-create the subscription on the subscriber.

1. Select the SQL server name of the subscriber that you just deleted from the publisher.

2. Right-click to get the menu.

3. Choose New > Pull Subscription from the menu.


Note Always choose the latest version of the database, not the earlier version


The Pull Subscription Wizard displays.

4. Click Next.

5. On the Choose Publication screen expand the publisher (which should be listed) and select the database.

6. Click Next.

7. On the Specify Synchronization Agent Login screen, Choose Using SQL Server Authentication of this account.

The login name will be sa and the password will be the same password for the publisher sa account.

8. On the Specify Immediate-Updating Subscription(s) popup, Click Yes, make this an immediate-updating subscription(s).

9. Click Next.

10. On the Initialize Subscription screen, Click Yes, initialize the schema and data at the Subscriber.

11. Click Next.

12. On the Set Distribution Agent Schedule popup, Choose Continuously.

13. Click Next.

14. The next step will verify that both the SQL server agent and the Microsoft DTC services are running.

15. Click Next.

16. Click Finish in the Completing the Pull Subscription Wizard screen.

The Wizard will set up the subscription and display a success when completed.

A display indicating success should appear when the process is completed.

17. Now that the subscription has been created, the snapshot agent must be run to get the data out to the subscriber for synchronization.

18. Choose the publisher SQL server and choose Replication Monitor > Publishers > Machine_name >CCM0301 subscription.

19. Choose the Snapshot entry and choose Start.

The snapshot agent will run at this point. It will take about 3-5 minutes to complete the task. Once the snapshot agent completes, the pull agent will start to apply the snapshot to the subscriber. This will take another 3-5 minutes.

20. Once the pull subscription has completed, on the publisher, select the subscriber SQL server and open the pull subscriptions for the CCM0301 database.

The subscription should be in a running state and waiting for updates.


Note If the last action still reads "Waiting for snapshot agent to become available," press F5 to refresh the screen.


At this time, the subscriber is now resynchronized with the publisher and updates are getting recorded in the local subscriber SQL database.


Verification

Use the following procedure to verify that the SQL Subscription is working.

1. To test the propogation of data, create a device on the publishing server that is easily recognizable.


Note The more recognizable the device is, the easier it will be to find.


2. Click Insert.

The device does not need to be functional.

3. Click Update and Close.

4. Go into the SQL Enterprise Manager, expand the SQL subscriber in question and look in the database table to see if the new device is present.


Slow Server Response

This section addresses a problem that relates to a slow response from the server: Mismatched Duplex Port Settings.

Mismatched Duplex Port Settings

Symptom   

Slow response from the server occurs.

Possible Cause   

Slow response could result if the duplex setting of the switch does not match the duplex port setting on the Cisco Unified CallManager server.

Recommended Action   

1. For optimal performance, set both switch and server to 100/Full.

Cisco does not recommend using the Auto setting on either the switch or the server.

2. You must restart the Cisco Unified CallManager server for this change to take effect.


JTAPI Subsystem Startup Problems

The JTAPI (Java Telephony API) subsystem represents a very important component of the Cisco Customer Response Solutions (CRS) platform. JTAPI communicates with the Cisco Unified CallManager and has responsibility for telephony call control. The CRS platform hosts telephony applications, such as Cisco Unified AutoAttendant, Cisco IP ICD, and Cisco Unified IP-IVR. Although this section is not specific to any of these applications, keep in mind that the JTAPI subsystem is an underlying component that all of them use.

Before starting the troubleshooting process, ensure that the software versions that you are using are compatible. To verify compatibility, read the Cisco Unified CallManager Release Notes for the version of Cisco Unified CallManager that you are using.

To check the version of CRS, log in to the AppAdmin page by typing http://servername/appadmin, where servername is the name of the server on which CRS is installed. The current version is located in the lower-right corner of the main menu.

JTAPI Subsystem is OUT_OF_SERVICE

Symptom

The JTAPI subsystem does not start.

Possible Cause

One of the following exceptions displays in the trace file:

MIVR-SS_TEL-4-ModuleRunTimeFailure

MIVR-SS_TEL-1-ModuleRunTimeFailure

MIVR-SS_TEL-4-ModuleRunTimeFailure

Search for the MIVR-SS_TEL-1-ModuleRunTimeFailure string in the trace file. At the end of the line, an exception reason appears.

The following list gives the most common errors:

Unable to create provider—bad login or password

Unable to create provider—Connection refused

Unable to create provider—login=

Unable to create provider—hostname

Unable to create provider—Operation timed out

Unable to create provider—null

Unable to create provider—bad login or password

Possible Cause

Administrator entered an incorrect user name or password in the JTAPI configuration.

Full Text of Error Message

%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI
Subsystem,Failure Cause=7,Failure
Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- bad login or password.
%MIVR-SS_TEL-7-
EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- bad login or password.

Recommended Action

Verify that the user name and password are correct. Try logging into the Unified CMuser page (http://servername/ccmuser) on the Cisco Unified CallManager to ensure that the Cisco Unified CallManager cannot authenticate correctly.

Unable to create provider—Connection refused

Possible Cause

The Cisco Unified CallManager refused the JTAPI connection to the Cisco Unified CallManager.

Full Text of Error Message

%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl: Unable
to create provider -- Connection refused
%MIVR-SS_TEL-7-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- Connection refused

Recommended Action

Verify that the CTI Manager service is running in the Cisco Unified CallManager Control Center.

Unable to create provider—login=

Possible Cause

Nothing has been configured in the JTAPI configuration window.

Full Text of Error Message

%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- login=
%MIVR-SS_TEL-7-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- login=

Recommended Action

Configure a JTAPI provider in the JTAPI configuration window on the CRS server.

Unable to create provider—hostname

Possible Cause

The CRS engine cannot resolve the host name of the Cisco Unified CallManager.

Full Text of Error Message

%M%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- dgrant-mcs7835.cisco.com
%MIVR-SS_TEL-7-EXCEPTION:com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- dgrant-mcs7835.cisco.com

Recommended Action

Verify that DNS resolution is working correctly from the CRS engine. Try using an IP address instead of the DNS name.

Unable to create provider—Operation timed out

Possible Cause

The CRS engine does not have IP connectivity with the Cisco Unified CallManager.

Full Text of Error Message

101: Mar 24 11:37:42.153 PST
%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- Operation timed out
102: Mar 24 11:37:42.168 PST %MIVR-SS_TEL-7-EXCEPTION:
com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- Operation timed out

Recommended Action

Check the IP address that is configured for the JTAPI provider on the CRS server. Check the default gateway configuration on the CRS server and the Cisco Unified CallManager. Make sure no IP routing problems exist. Test connectivity by pinging the Cisco Unified CallManager from the CRS server.

Unable to create provider—null

Possible Cause

No JTAPI provider IP address or host name get configured, or the JTAPI client is not using the correct version.

Full Text of Error Message

%MIVR-SS_TEL-4-ModuleRunTimeFailure:Real-time
failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_PROVIDER_INIT,
Exception=com.cisco.jtapi.PlatformExceptionImpl:
Unable to create provider -- null

Recommended Action

Verify that a host name or IP address is configured in the JTAPI configuration. If the JTAPI version is incorrect, download the JTAPI client from the Cisco Unified CallManager Plugins window and install it on the CRS server.

MIVR-SS_TEL-1-ModuleRunTimeFailure

Symptom   

This exception usually occurs when the JTAPI subsystem is unable to initialize any ports.

Possible Cause

The CRS server can communicate with the Cisco Unified CallManager, but is unable to initialize any CTI ports or CTI route points through JTAPI. This error occurs if the CTI ports and CTI route points are not associated with the JTAPI user.

Full Text of Error Message

255: Mar 23 10:05:35.271 PST %MIVR-SS_TEL-1-ModuleRunTimeFailure:
Real-time failure in JTAPI subsystem: Module=JTAPI Subsystem,
Failure Cause=7,Failure Module=JTAPI_SS,Exception=null

Recommended Action

Check the JTAPI user on the Cisco Unified CallManager and verify that CTI ports and CTI route points that are configured on the CRS server associate with the user.

JTAPI Subsystem is in PARTIAL_SERVICE

Symptom   

The following exception displays in the trace file:

MIVR-SS_TEL-3-UNABLE_REGISTER_CTIPORT

Possible Cause

The JTAPI subsystem cannot initialize one or more CTI ports or route points.

Full Text of Error Message

1683: Mar 24 11:27:51.716 PST
%MIVR-SS_TEL-3-UNABLE_REGISTER_CTIPORT:
Unable to register CTI Port: CTI Port=4503,
Exception=com.cisco.jtapi.InvalidArgumentExceptionImpl:
Address 4503 is not in provider's domain.
1684: Mar 24 11:27:51.716 PST %MIVR-SS_TEL-7-EXCEPTION:
com.cisco.jtapi.InvalidArgumentExceptionImpl:
Address 4503 is not in provider's domain.

Recommended Action

The message in the trace tells you which CTI port or route point cannot be initialized. Verify that this device exists in the Cisco Unified CallManager configuration and also associates with the JTAPI user on the Cisco Unified CallManager.

Security

This section covers the following security issues and provides information on where to find detailed documentation regarding the security process:

Changing IIS Parameters for Security

Event Viewer Error Messages

Near-Term Security Solutions

Long-Term Security Solutions

Related Information

Changing IIS Parameters for Security

Symptom   

You lose settings for locking down the IIS servers to protect the Cisco Unified CallManager from hackers, attacks, or threats.

Possible Cause   

Whenever you upgrade or reinstall the Cisco Unified CallManager, all the IIS settings revert to the Cisco Unified CallManager defaults.

Recommended Action   

Test all your settings on a non-production Cisco Unified CallManager before changing the settings on your production server.

Make note of the settings because they will change every time that you perform an upgrade or reinstall, and you will have to reset them.


Note Ensure that you do not change any settings within the Cisco web directory, or you run the risk of losing a Cisco CallManager service due to a missing or moved file.


Event Viewer Error Messages

Symptom   

The following message appears intermittently in the Cisco CallManager server Event Viewer: "A packet with a bad IP address was detected. Reason: Source matches Destination address."

Possible Cause   

You may have an older version of the Cisco Security Agent (CSA) installed.

Recommended Action   

Install CSA 2.0(4) or later from http://www.cisco.com/cgi-bin/tablebuild.pl/cmva-3des.

Near-Term Security Solutions

Refer to the following documents to ensure that you have quality of service (QoS) configured properly throughout your network to help ensure voice quality is affected as little as possible during the remainder of cleanup operations:

Cisco Unified Communications QoS Design Guide

Cisco Unified Communications Network Design Guide

IP Telephony Solutions Guide

The following URL provides the guides:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/index.htm

Refer to the Cisco Unified Communications Network Design Guide to establish separate Voice/Data VLANs.


Note This could provide a long-term solution depending on the size and complexity of the network involved.


Long-Term Security Solutions

Refer to documentation located at and below the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/index.htm

Related Information

The following URL provides Cisco Unified CallManager Security Patch Process:

http://www.cisco.com/warp/public/cc/pd/nemnsw/callmn/prodlit/cmspp_qa.pdf

Cisco highly recommends that you do not install any patches from Microsoft. Download the wrapped versions from CCO.

You can sign up for Microsoft security patch alerts at the following URL:

http://www.microsoft.com/technet/treeview/default.asp?url=/technet/security/
bulletin/notify.asp

The alerts include an associated rating, which gives you an estimated time of a HotFix posting to CCO.

Refer to the following URL for security considerations for an IP telephony network:

http://www.cisco.com/univercd/cc/td/doc/product/voice/ip_tele/index.htm

Virus Protection

Refer to the following URL for procedures for stopping an active security attack or preventing an imminent security risk:

http://www.cisco.com/en/US/partner/products/sw/voicesw/ps556/prod_security_advisories_list.html

To verify that the server has the latest patches, refer to the following documents:

Installing Cisco Unified CallManager

Upgrading Cisco Unified CallManager

Using Cisco Unified CallManager Upgrade Assistant Utility