Upgrade Guide for Cisco Unified Communications Manager, Release 9.0(1)
Troubleshooting
Downloads: This chapterpdf (PDF - 1.27MB) The complete bookPDF (PDF - 2.85MB) | Feedback

Troubleshooting

Troubleshooting

The following chapter contains troubleshooting information about the IM and Presence Service.

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.

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.

Upgrade From Pre Release 8.6(4) Fails

Problem    You are upgrading from a release earlier than Cisco Unified Presence 8.6(4) and the upgrade fails on both the publisher and subscriber nodes.

The Cisco Unified Communications Manager hostname is case-sensitive. You must ensure that the entry for the Cisco Unified Communications Manager publisher node on the Cisco Unified Presence Administration interface matches exactly the Cisco Unified Communications Manager hostname. Complete the following procedure:
  1. Log into Cisco Unified Presence Administration interface and choose System > CUCM Publisher.

  2. If the CUCM Publisher Hostname value does not match the hostname, modify it and click Save.

  3. Restart the Cluster Manager service with the following CLI command: utils service restart Cluster Manager

  4. Open the platformConfig.xml file at the following location: /usr/local/platform/conf/

  5. Verify that the values for IPSecMasterHost and NTPServerHost match exactly the Cisco Unified Communications Manager hostname.

  6. If necessary, modify the value for IPSecMasterHost and NTPServerHost , save the platformConfig.xml file and restart the Cluster Manager service again.

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.