Upgrade Guide for Cisco Unified Communications Manager, Release 10.0(1)
Troubleshooting
Downloads: This chapterpdf (PDF - 1.32MB) The complete bookPDF (PDF - 2.63MB) | The complete bookePub (ePub - 261.0KB) | Feedback

Contents

Troubleshooting

This section contains the following information:

Troubleshooting Unified Communications Manager upgrades

This section provides information about troubleshooting Unified Communications Manager upgrades.

Upgrade failure

Problem    The upgrade of a subscriber node fails after you upgrade the Unified Communications Manager publisher node and switch it to the new version, or the upgrade of one of the subscriber nodes in your cluster failed during the upgrade cycle.

Solution    Do one of the following:

  • Correct the errors that caused the upgrade failure on the subscriber node. You may want to check the network connectivity of the nodes in your cluster, reboot the subscriber node, and ensure that the server memory and CPU usage on the subscriber node is not too high. Upgrade the subscriber node again.
  • Make sure that the active partition of the Unified Communications Manager publisher node runs the newest version of software installed on the server. Perform a fresh installation on the subscriber node using the same software version as that running on the active partition of the publisher node. If you are reinstalling the subscriber node, you should delete the server from Cisco Unified CM Administration and add the server again as described in the Cisco Unified Communications Manager Administration Guide.

Upgrade fails with insufficient disk space

Problem    The upgrade of Unified Communications Manager fails with an error stating that the common partition is full.

Solution    Typically, you need at least 25G of common partition space; however, your deployment may require more space if you have a lot of TFTP data (device firmware loads), music-on-hold (MOH) files, or if you have many locale files installed. Perform one or more of the following actions to create additional disk space:

  • Use the Cisco Log Partition Monitoring Tool to adjust the low and high watermarks to reduce the traces and remove unnecessary log files. Cisco recommends that you adjust the low watermark value to 30, and the high watermark value to 40. After the upgrade, you must restore the high and low watermarks to their original values in order to avoid premature purging of traces. The default value for the high watermark is 85. The default value for the low watermark is 80. For more information about using the Cisco Log Partition Monitoring Tool, see the Cisco Unified Real-Time Monitoring Tool Administration Guide.
  • Use the Disk Expansion COP file (ciscocm.vmware-disk-size-reallocation-<latest_version>.cop.sgn) to expand the vDisk size if your virtual environment has additional available disk space. Ensure that you review the Readme file that supports this COP file before you proceed.
  • Use the Free Common Space COP file (ciscocm.free_common_space_v<latest_version>.cop.sgn). This COP file removes the inactive side in the common partition to increase available disk space without requiring a system rebuild. Ensure that you review the Readme file that supports this COP file before you proceed.
  • Manually remove outdated or unused firmware files from the TFTP directory. You can remove these files using the TFTP File Management page in the OS Administration interface, or you can use the file list tftp and file delete tftp commands from the command line interface.

You can download COP files and their Readme files from Cisco.com. Navigate to Support > Downloads > Cisco Unified Communications Manager Version 10.0 > Unified Communications Manager/CallManager/Cisco Unity Connection Utilities.

Reduced permissions for Access Control Groups

Problem    When you add a new access control group to existing users, the level of privileges for some pre-existing access control groups is unexpectedly reduced.

Solution    Users can belong to multiple access control groups. When you add a new access control group to existing users, the current level of privileges for some pre-existing access control groups may be reduced if the new access control group has the "Effective Access Privileges for Overlapping User Groups and Roles" Enterprise parameter set to minimum.

Access privilege reduction can occur inadvertently, for example, during an upgrade of Cisco Unified CM Administration. If the upgrade version supports the Standard RealTimeAndTrace Collection user group, which has the "Effective Access Privileges for Overlapping User Groups and Roles" Enterprise parameter set to minimum, all users are automatically added to that user group during the upgrade. To resolve the permissions issue in this example, you can remove users from the Standard RealTimeAndTrace Collection user group.

Loss of phone settings

For a short period of time after you install Cisco Unified Communications Manager or switch over after upgrading to a different product version, settings that were configured by phone users may be reset. Examples of settings configured by phone users include call forwarding and message waiting indication settings. This situation can occur when Cisco Unified Communications Manager synchronizes the database after an installation or upgrade, which can overwrite setting changes made by phone users.

Post-upgrade failure of Unified Communications Manager publisher node

Problem    The upgrade is successful and the cluster is running the new release, but the Unified Communications Manager publisher node subsequently fails.

Solution    Do one of the following:

  • restore the Unified Communications Manager publisher node use a DRS backup file
  • if you do not have a DRS backup file, you must reinstall the entire cluster, including any IM and Presence Service nodes

Post-upgrade failure of Unified Communications Manager subscriber nodes

Problem    The upgrade is successful and the cluster is running the new release, but a Unified Communications Manager subscriber node subsequently fails.

Solution    Do one of the following:

  • Restore the Unified Communications Manager subscriber node use a DRS backup file.
  • If you do not have a DRS backup file, you must perform the upgrade on the subscriber node again. You do not need to remove the subscriber node from the Unified Communications Manager publisher node's server page before you reinstall it.

Troubleshooting IM and Presence upgrades

This section provides information about troubleshooting IM and Presence Service upgrades.

Upgrade failure of IM and Presence database publisher node

Problem    You are upgrading a multinode cluster that includes both Unified Communications Manager and IM and Presence nodes, and the upgrade of the IM and Presence database publisher node fails.

Solution    The action that you take depends on the point at which the failure occurred:

  • if the upgrade on the IM and Presence database publisher node fails before the refresh upgrade causes the node to reboot (that is, if the node failed before switching to the new partition), perform the upgrade again on the IM and Presence database publisher node
  • If the failure occurred after the IM and Presence database publisher node switched to the new software version, you must switch back all the nodes and perform the upgrade again. Complete the following tasks in the order listed:
    • switch back the Unified Communications Manager publisher node
    • switch back the Unified Communications Manager subscriber nodes
    • switch back the IM and Presence database publisher node
    • upgrade the Unified Communications Manager publisher node again
    • switch the Unified Communications Manager publisher node forward to the new software version
    • upgrade the Unified Communications Manager subscriber nodes again
    • switch the Unified Communications Manager subscriber nodes forward to the new software version
    • upgrade the IM and Presence database publisher node again

Upgrade failure of IM and Presence subscriber node

Problem    You are upgrading a multinode cluster that includes both Unified Communications Manager and IM and Presence nodes, and the upgrade of the IM and Presence subscriber node fails.

Solution    The action that you take depends on the point at which the failure occurred:

  • if the upgrade on the IM and Presence subscriber node before the refresh upgrade causes the node to reboot (that is, if the node failed before switching to the new partition), perform the upgrade again on the IM and Presence subscriber node
  • if the upgrade on the IM and Presence subscriber node fails after the node switched to the new version, you must complete the following tasks in the order listed:
    • switch the Unified Communications Manager publisher node back to the earlier software version
    • switch the Unified Communications Manager subscriber node back to the earlier software version
    • switch the IM and Presence database publisher node back to the earlier software version
    • switch the IM and Presence subscriber nodes back to the earlier software version
    • switch the Unified Communications Manager publisher node pub forward to the new software version
    • switch the IM and Presence database publisher node forward to the new software version
    • perform the upgrade again on the IM and Presence subscriber node

IM and Presence user phone presence problems

Problem    After an IM and Presence server upgrade, when all activated feature services and network services are started, IM and Presence phone presence from users is delayed or slow to update.
Solution    You must restart the Cisco SIP Proxy service. In Cisco Unified IM and Presence Serviceability, select Tools > Control Center - Features Services.

Presence User Experiences Issues Obtaining Availability

Problem    After an IM and Presence Service server upgrade, when all activated feature services and network services are started, a user experiences inconsistent presence availability. The user can log in to IM and Presence Service but experiences issues obtaining availability information mainly from SIP-based clients.
Solution    This issue is caused when users are provisioned while IM and Presence Service is being upgraded. You must unassign and then reassign the user.

Real-Time Monitoring Tool alert for Cisco SIP proxy service

Problem    After an IM and Presence server upgrade, when all activated feature services and network services are started, a Real-Time Monitoring Tool CoreDumpFileFound alert was generated for the Cisco SIP Proxy service.
Solution    You must restart the Cisco SIP Proxy service. In Cisco Unified IM and Presence Serviceability, select Tools > Control Center - Features Services.

Cannot find upgrade file on remote server

Problem    You cannot find the upgrade file on the remote server.
Solution    If the upgrade file is located on a Linux or Unix server, you must enter a forward slash at the beginning of the directory path that you want to specify. For example, if the upgrade file is in the patches directory, you must enter /patches. If the upgrade file is located on a Windows server, check with your system administrator for the correct directory path.

Upgrade file checksum values do not match

Problem    The checksum value of the upgrade file does not match the checksum indicated on Cisco.com.
Solution    The two checksum values must match to ensure the authenticity and integrity of the upgrade file. If the checksum values do not match, download a fresh version of the file from Cisco.com and try the upgrade again.

Database replication did not complete

Problem    After an upgrade, database replication did not complete and the result of the command utils dbreplication runtimestate was not 2.
Solution    After a successful upgrade and switch version to the new software, database replication should take place automatically. During this time core services on the subscriber nodes will not start. Database replication in large deployments can take several hours to complete. If, after several hours, the utils dbreplication runtimestate command shows that database replication did not complete, you need to reset the database replication. Run the following command on the publisher node: utils dbreplication reset all

Cisco UP Presence Engine database does not restart

Problem    After you switch back to Cisco Unified Presence Release 8.6(3) or an earlier software version, the Cisco UP Presence Engine database does not restart.
Solution    Ensure that you installed the required COP file, ciscocm.cup.pe_db_install.cop, on every node in the cluster after you switched back to Cisco Unified Presence Release 8.6(3), or earlier.

Version errors

Selected upgrade is disallowed from the current version

Problem    During a refresh upgrade, the following error is reported: Error encountered: The selected upgrade is disallowed from the current version.

Solution    You did not install the required COP file on the node. Download the following COP file from Cisco.com: ciscocm.cup.refresh_upgrade_v<latest_version>.cop. Restart the server. Install the COP file on every node in the cluster before you attempt the refresh upgrade again.

Version does not match the active or inactive version

Problem    During an upgrade on a Cisco IM and Presence server, you cannot select the software image from the disk or remote directory. The following error is reported: The version obtained from the name does not match the active or inactive version of the publisher.

Solution    The version matching rules have not been met. The software versions must meet the following requirements:

  • The software version of the IM and Presence database publisher node (the first IM and Presence node that you upgrade) must match the first two numbers of the software version installed on the Unified Communications Manager publisher node. The software version installed on the Unified Communications Manager publisher node may be active or inactive. For example, IM and Presence Service software version 10.0.1.10000-1 is compatible with Cisco Unified Communications Manager software version 10.0.1.30000-2.
  • The software version of the IM and Presence subscriber nodes that you upgrade must match five numbers of the software version installed on the IM and Presence database publisher node.

Ensure that the first node that you upgrade is either the Unified Communications Manager publisher node or the IM and Presence database publisher node, or select a different image for the software upgrade.

Switch version on Cisco IM and Presence node fails

Problem    Switching the version on the Cisco IM and Presence node fails. The following error is reported: Version mismatch. Please switch versions on the publisher and try again.

Solution    The version matching rules have not been met. The software versions must meet the following requirements:

  • The software version of the IM and Presence database publisher node (the first IM and Presence node that you upgrade) must match the first two numbers of the software version installed on the Unified Communications Manager publisher node. For example, IM and Presence Service software version 10.0.1.10000-1 is compatible with Cisco Unified Communications Manager software version 10.0.1.30000-2.
  • The software version of the IM and Presence subscriber nodes that you upgrade must match five numbers of the software version installed on the IM and Presence database publisher node.

To correct this error, ensure that the first node that you switch is either theUnified Communications Manager publisher node or the IM and Presence database publisher node.

Failed refresh upgrade

Problem    A refresh upgrade failed.
Solution    Restart the system, it should reboot to the software version that was running before you attempted the refresh upgrade. If you cannot access the system, you must use the Recovery CD to recover the node.

Cancelled or failed upgrade

If you cancel an upgrade at any stage, or if an upgrade fails, you must reboot the IM and Presence server before you attempt another upgrade.

Directory was located and searched but no valid options or upgrades were available

Problem    During an IM and Presence Service upgrade, the IM and Presence Service server generates the following error message, even though the upgrade path and file are valid:

The directory was located and searched but no valid options or upgrades were available. Note, a machine cannot be downgraded so option and upgrade files for previous releases were ignored.

Solution    The upgrade manager checks for connectivity between IM and Presence Service and Cisco Unified Communications Manager to validate the version during the upgrade. If this fails, the IM and Presence Service server generates the error message even though the upgrade path and file are valid. Use a tool, such as the Cisco Unified CM IM and Presence Administration System Troubleshooter, to check that there is connectivity between IM and Presence Service and Cisco Unified Communications Manager before proceeding with the upgrade.

Common partition full upgrade failure

Problem    The upgrade of IM and Presence Service fails with an error stating that the common partition is full.

Solution    Download and apply the COP file ciscocm.free_common_cup_space_v<latest_version>.cop.sgn. This COP file cleans up the common partition and allows subsequent upgrades to proceed as normal.