Installation and Administration Guide for Cisco Unified Mobility Advantage, Release 7.0
Troubleshooting Cisco Unified Mobility Advantage
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Troubleshooting Cisco Unified Mobility Advantage

Table Of Contents

Troubleshooting Cisco Unified Mobility Advantage

Where To Start Troubleshooting

How to Solve Connection Problems

No Connectivity On Initial Tests

Some Clients Cannot Connect on Initial Tests

Frequent Disconnects

How to Solve Problems with Activation, Download, and Provisioning

User Activation

Cannot Find User to Activate

Searching Active Directory from User Activation/Deactivation Page Results in Errors

All Users Unable to Download Client Software

Some Users Unable to Download Client Software

Cannot Provision Clients

Client Disconnects Unexpectedly

BlackBerry Provisioning and Alert Messages Not Received

How to Solve Problems Logging In to Client or User Portal

User Cannot Sign In

Users Receive Security Warning When Accessing the User Portal

Phone Battery Depletes Quickly

How to Solve Call Log Problems

No Call Logs for Any Users

No Call Logs for One User

Native Call Logs Show Dial Via Office Calls As Incoming

Calls Missing from Call Logs

Release 7.0(2): Call Logs Do Not Identify Internal Callers

How to Solve Problems With the Dial Via Office Feature

Dial Via Office Feature is Not Working For All Users

Dial Via Office Feature is Not Working For One or More Users

How to Solve Voicemail Problems

Unable to Access Voicemail

Unable to Access Voicemail Using DTMF

BlackBerry Users Cannot Access Voicemail After Upgrade from Release 3.x

Error On Accessing Voicemail

Missing Voice Messages

Some Users Do Not Receive Voice Messages

Users Cannot Receive Secure Voice Messages

How to Solve Problems with Availability Status (Presence)

Presence Is Incorrect

User Cannot Change Status from Idle to Available

Viewing the Sign-in Status of a Cisco Unified Mobile Communicator User on Cisco Unified Presence

Conference Alerts Not Arriving Correctly

BlackBerry Users Do Not Receive Alerts

Lost or Stolen Mobile Device

How to View Error and Warning Logs

Specifying Log Information

Viewing Log Files

How To Recover From Server Failure

Obtaining a Disaster Recovery Disk

Checking and Correcting Disk File System Issues

Reinstalling the Operating System and Cisco Unified Mobility Advantage

Restoring Cisco Unified Mobility Advantage Data From Your Backup

For Upgrades from Release 7.0(1): Reverting to a Previous Version of Cisco Unified Mobility Advantage

Enabling Remote Account Access for Cisco TAC Personnel


Troubleshooting Cisco Unified Mobility Advantage


Revised Date: June 30, 2009

Most problems arise from configuration errors or omissions, or problems with your network or mobile service providers.

Where To Start Troubleshooting

How to Solve Connection Problems

How to Solve Problems with Activation, Download, and Provisioning

How to Solve Problems Logging In to Client or User Portal

Phone Battery Depletes Quickly

How to Solve Call Log Problems

How to Solve Problems With the Dial Via Office Feature

How to Solve Voicemail Problems

How to Solve Problems with Availability Status (Presence)

Conference Alerts Not Arriving Correctly

BlackBerry Users Do Not Receive Alerts

Lost or Stolen Mobile Device

How to View Error and Warning Logs

How To Recover From Server Failure

Enabling Remote Account Access for Cisco TAC Personnel

Where To Start Troubleshooting

Problem   All problems.

Solution   Try the following, which are applicable when troubleshooting many problems:

Make sure that the client device is functioning and connecting to the network properly. See the troubleshooting section in the client documentation for users for the relevant device at http://www.cisco.com/en/US/products/ps7271/products_user_guide_list.html for a list of simple things to verify for all problems before doing anything else, if any.

Try, or have the user try, any troubleshooting tactics for the particular problem in the troubleshooting section or sections of the client documentation for the relevant device.

For Release 7.0(2): Select the Test Config button on each page for the relevant adapter in the Cisco Unified Mobility Advantage Admin Portal to check for configuration errors.

For Release 7.0(1): Check your configurations in the Cisco Unified Mobility Advantage Admin Portal for errors.

If you are using a secure connection between Cisco Unified Mobility Advantage and the relevant enterprise server, try temporarily changing the Connection Type to TCP, Plain, or nonsecure in the Enterprise Adapter for that server, and on the relevant enterprise server for connections to Cisco Unified Mobility Advantage. Then stop and restart Cisco Unified Mobility Advantage. Do not forget to switch all settings on all servers back to secure connections after you have resolved the problem, if required.

Change the Trust Policy to All Certificates in the Security Context associated with the enterprise server that provides the inoperative functionality, or upload a certificate from each affected server to the trust store in Cisco Unified Mobility Advantage. Then stop and restart the server (under Server Controls).

Check the security policy of the relevant enterprise server with which Cisco Unified Mobility Advantage connects, to be sure you have deployed the required certificate from Cisco Unified Mobility Advantage.

Disable and then re-enable the problem feature in the Admin Portal: Select Enterprise Configuration > Manage Adapter Services, then select the tab for the enterprise server that provides the feature. Disable the feature, then select Submit. See the bottom of the portal page to see whether you must stop and start the server before your change takes effect. Then enable the feature and select Submit. Again, stop and then restart the server if necessary.

Check the Cisco Unified Mobility Advantage log files for errors. To find relevant information in the logs, search for "exception" until you find one with a keyword that may be related to the problem you are experiencing. For example, for problems with presence, look for an exception with CUP (Cisco Unified Presence).

Make sure that the date and time are synchronized on all servers and mobile devices. If you did not specify a Network Time Protocol server during Cisco Unified Mobility Advantage installation, do so now. In the Unified Communications Operating System Administration pages, select Settings > NTP servers. See the online Help in the Unified Communications Operating System Administration pages for more information.

Revisit configurations in both the relevant enterprise server and in Cisco Unified Mobility Advantage and re-enter the configuration settings. Then stop and restart Cisco Unified Mobility Advantage. A typing error or entry mismatch will cause features to fail. Configuration requirements for each feature are listed in the "Enabling and Managing Features" chapter.

Related Topics

Chapter 9, "Managing Server Security in Cisco Unified Mobility Advantage"

Viewing Log Files

Accessing the Cisco Unified Operating System Administration Portal, page 11-2

Chapter 12, "Enabling Features and Options in Cisco Unified Mobility Advantage"

How to Solve Connection Problems

No Connectivity On Initial Tests

Some Clients Cannot Connect on Initial Tests

Frequent Disconnects

No Connectivity On Initial Tests

Problem   You are testing your initial configuration, but connections are not successful.

Solution   Check the following:

In the Cisco Unified Mobility Advantage Admin Portal, verify:

Enforce Device ID Check is False or

(For each user of a Release 7.x client) Allow Any Device is True or you have entered an IMEI/ESN number.

(For each user of a Release 3.x client) Allow Any Device is True.

Reprovision the device after making any change.

Make sure that the client device is functioning and connecting properly to the wireless network. See the relevant troubleshooting section in the client documentation for the particular device for a list of simple things to verify for all problems before doing anything else.

If you used the Configuration Wizard, make sure that you completed all procedures described in the chapter, particularly those required after you finish the wizard itself.

From the Cisco Adaptive Security Appliance, ping an IP address on the internet.

From the Cisco Adaptive Security Appliance, ping the private IP Address of the Cisco Unified Mobility Advantage server.

Check your configurations against the instructions in the chapter on the Cisco Adaptive Security Appliance. Cisco Adaptive Security Appliance configuration errors are a likely source of connection problems.

Related Topics

Enabling Device ID Checking, page 12-1

Restricting Access By Device, page 14-2

Performing Additional Required Procedures, page 7-25

Fixing Unsuccessful Pings, page 2-18

Troubleshooting the Cisco Adaptive Security Appliance, page 2-16

Some Clients Cannot Connect on Initial Tests

Some Clients Cannot Connect on Initial Tests

Problem   Some clients are unable to connect.

Solution   

In the Cisco Unified Mobility Advantage Admin Portal, check the following:

Enforce Device ID Check is False or

(For each user of a Release 7.x client) Allow Any Device is True or you have entered an IMEI/ESN number.

(For each user of a Release 3.x client) Allow Any Device is True.

Reprovision the device after making any change.

Check the following on the Cisco Adaptive Security Appliance:

To
Use This Command on the Cisco Adaptive Security Appliance

Check the Maximum tls-proxy sessions set

sh tls-proxy

Set a new maximum number of connections

tls-proxy maximum-sessions <number>


Frequent Disconnects

Problem   Clients are unable to maintain connection to the server.

Solution   

If you will provision other users, check Cisco.com to see if there is a new .oar file. As Cisco collects data about optimal keep-alive values for the various countries, service providers, and device types, it may revise the initial keep-alive setting in the .oar file from which the client begins the adjustment.

Extend the maximum time before the server ends the connection when there is no activity from the mobile device:


Step 1 Select the [+] beside System Management.

Step 2 Select System Properties.

Step 3 Specify the Max Idle Time to Disconnect, in seconds.

For example, set the value to 15-20 minutes (900-1200 seconds).

Step 4 Restart Cisco Unified Mobility Advantage.

Step 5 Repeat this procedure if needed, extending the time before disconnection.


How to Solve Problems with Activation, Download, and Provisioning

User Activation

Cannot Find User to Activate

Searching Active Directory from User Activation/Deactivation Page Results in Errors

All Users Unable to Download Client Software

Some Users Unable to Download Client Software

Cannot Provision Clients

Client Disconnects Unexpectedly

BlackBerry Provisioning and Alert Messages Not Received

User Activation

Problem   User activation and deactivation are not working.

Solution   

Check the cuma.log file for problems connecting to LDAP (Active Directory) as Admin.

Make sure that your Admin user DN and Password are correct.

Check other settings, for example the Key field, in the Enterprise Adapter for Active Directory.

For Release 7.0(2): When you check the Active Directory adapter configurations in the Cisco Unified Mobility Advantage Admin Portal, be sure to select the Test Config button on each page.

See if you can access LDAP with your credentials using a freeware LDAP browser:


Step 1 Get the browser from http://www-unix.mcs.anl.gov/~gawor/ldap/.

Step 2 Enter information into the LDAP browser:

Tab
Parameter
Value

Name

Name

Any value.

Connection

Host

IP address or domain name of your Active Directory server, as entered into the Active Directory configuration in the Cisco Unified Mobility Advantage Admin Portal.

Anonymous Bind

Uncheck this option.

Append Base DN

Check this option.

User DN

Admin User DN that you entered in the Active Directory configuration in the Cisco Unified Mobility Advantage Admin Portal.

Password

Password for the Admin User.


.

Step 3 Select Fetch DNs.

Step 4 Select Save.

If you cannot connect and view the Active Directory structure, there is a problem with your access credentials.


Cannot Find User to Activate

Problem   I am trying to activate users but some users are missing from the list of search results.

Solution   

Make sure that you have entered the correct Filter Criteria and Search Base into the Advanced Settings of the Active Directory configuration.

Users whose configurations in Active Directory are missing required information do not appear in Cisco Unified Mobility Advantage. Add the first and last name, user ID, email address, and DN (or their equivalents as specified in the AD adapter configuration in Cisco Unified Mobility Advantage) into Active Directory.

Only 1000 user IDs can be fetched from Active Directory.

Searching Active Directory from User Activation/Deactivation Page Results in Errors

Problem   Searching AD from the User Activation/Deactivation page spins forever, and the logs show socket timeout exceptions.

Solution   Do a dnslookup on the top level domain, and make sure that all resulting servers on the list are listening on port 389. Telnetting to this top level domain on port 389 will also fail. Remove the offending server from the DNS list and stop and restart Cisco Unified Mobility Advantage.

All Users Unable to Download Client Software

Problem   All users cannot download the client software to their mobile devices.

Solution   

Verify the server address and port in the Admin Portal in System Management > Network Properties. These must match the IP addresses and ports configured in the Cisco Adaptive Security Appliance.

See if this is a firewall issue: Verify that you can telnet to the host and port listed in the provisioning message. Use Telnet, not a PC-based web browser.

Some Users Unable to Download Client Software

Problem   Some users cannot download the client software to their mobile devices.

Solution   

Have the user try the troubleshooting tips for installation issues in the documentation for users.

Check settings for that user in the Admin Portal in End Users > Search Maintenance. Also select the Info button on that page to Make sure that the phone information is correct.

Cannot Provision Clients

Problem   Connection errors while provisioning the client. Download was successful.

Solution   

(For each user of a Release 7.x client) Make sure that the IMEI number is entered correctly in the Device Identity Maintenance tab for the user, or set Allow Any Device to True, then attempt to reprovision.

(For each user of a Release 3.x client) Set Allow Any Device to True, then attempt to reprovision.

This problem can occur with mobile device service providers that have a signing requirement in addition to "Mobile2Market" for Windows Mobile Standard Edition devices. These providers include, but are not limited to, Orange and South Korea Telecom. Set Allow Any Device to True in the Device Identity Maintenance tab for the user.

Have the user try the solutions in the Troubleshooting section of the user documentation for the relevant device, if any.

Client Disconnects Unexpectedly

Problem   Cisco Unified Mobile Communicator disconnects unexpectedly.

Solution   This may occur occasionally when the mobile device is initially provisioned, as Cisco Unified Mobile Communicator automatically adjusts the keep-alive interval to prevent such disconnects. The optimal interval can vary significantly between countries, service providers, and device types.

Modify the Max Idle Time to Disconnect parameter on the System Management > System Properties page. For example, set the value to 15-20 minutes (900-1200 seconds). Continue to modify as needed.

If you will provision other users, check Cisco.com to see if there is a new .oar file. As Cisco collects data about optimal keep-alive values for the various countries, service providers, and device types, it may revise the initial keep-alive setting in the .oar file from which the client begins the adjustment.

Related Topics

Obtaining Client Software and Upgrades, page 13-1

BlackBerry Provisioning and Alert Messages Not Received

Problem   BlackBerry users do not receive provisioning or alert messages.

Solution   These messages are sent by email. Users must configure Microsoft Outlook to ensure that Cisco Unified Mobility Advantage alerts are sent to their BlackBerry device instead of to the "Junk E-mail" folder in Outlook.

Give users the following information:

The Admin email address in System Management > SMTP Server Configuration.

The following procedure.

Procedure


Step 1 Launch Microsoft Outlook on your computer.

Step 2 Select Tools > Options.

Step 3 Select Preferences.

Step 4 Select Junk e-mail

Step 5 Select Safe Senders.

Step 6 Select Add.

Step 7 Enter the Admin email address.

Step 8 Select OK.

Step 9 Select OK again.

Step 10 Continue to check your Junk mailbox; if necessary, disable junk-mail blocking during provisioning.


How to Solve Problems Logging In to Client or User Portal

User Cannot Sign In

Users Receive Security Warning When Accessing the User Portal

User Cannot Sign In

Problem   User credentials are not valid.

Solution   Make sure to update Cisco Unified Mobility Advantage with any changes to the Organizational Unit.

Related Topics

Changing the Active Directory Organizational Unit for Users, page 14-5

Users Receive Security Warning When Accessing the User Portal

Problem   When users access the User Portal, they see a security alert that there is a problem with the security certificate. They can enter the portal, however.

Solution   Obtain and deploy a signed certificate for the Cisco Unified Mobility Advantage server.

Related Topics

About Required and Recommended SSL Certificates, page 9-2

Phone Battery Depletes Quickly

Problem   The phone battery seems to discharge more quickly when Cisco Unified Mobile Communicator is running.

Solution   When the phone is initially provisioned, Cisco Unified Mobile Communicator automatically detects and adjusts the keep-alive interval to avoid unintended disconnects from the server. This problem should resolve itself soon.

Related Topics

Client Disconnects Unexpectedly

How to Solve Call Log Problems

No Call Logs for Any Users

No Call Logs for One User

Native Call Logs Show Dial Via Office Calls As Incoming

Calls Missing from Call Logs

Release 7.0(2): Call Logs Do Not Identify Internal Callers

No Call Logs for Any Users

Problem   Call log monitoring is not working at all.

Solution   Check all configurations required for call log monitoring, as described in the Related Topic. For Release 7.0(2): When you check the Cisco Unified Communications Manager adapter configurations in the Cisco Unified Mobility Advantage Admin Portal, be sure to select the Test Config button.


Note After making any configuration changes in either Cisco Unified Communications Manager or Cisco Unified Mobility Advantage, and before testing each change on a mobile device, do the following:

Restart Cisco Unified Mobility Advantage.

Have the user sign out of Cisco Unified Mobile Communicator and then log back in.


Related Topics

How to Configure Call Log Monitoring, page 3-1

No Call Logs for One User

Problem   No call logs appear for one or a few users.

Solution   Make sure that you have added the desk phone to the Controlled Devices list for one of the "super users" for which you enabled CTI in Cisco Unified Communications Manager.

Related Topics

Adding Each Primary Phone to the Controlled Devices List for a CTI-Enabled "Super User", page 3-19

Native Call Logs Show Dial Via Office Calls As Incoming

Problem   Dial via Office calls appear as incoming calls in the native call log on the mobile device.

Solution   This is inherent in the way the feature works. Cisco Unified Communications Manager calls the mobile device as well as the number dialed, then connects the two calls.

Calls Missing from Call Logs

Problem   Calls are missing from the call logs in Cisco Unified Mobile Communicator.

Solution   Check the following:


Note After making any configuration changes in either Cisco Unified Communications Manager or Cisco Unified Mobility Advantage, and before testing each change, do the following:

Restart Cisco Unified Mobility Advantage.

Have the user sign out of Cisco Unified Mobile Communicator and then log back in.


Have the user check the troubleshooting section of the user documentation for Cisco Unified Mobile Communicator for their device.

Carefully revisit all information and procedures in each Related Topic for this section. Step through the configurations again and check for errors. Be sure not to overlook any Before You Begin or What To Do Next sections in the procedures.

If you are using Cisco Unified Communications Manager Release 4.x, make sure that you have identified the correct Active Directory attribute for Work Phone in the Advanced Settings tab of the Active Directory adapter configuration. This value must be unique for each person configured in Active Directory.

Verify that the adapter configuration for Cisco Unified Communications Manager is correct.

For Release 7.0(2): Select the Test Config button at bottom of the page.

Make sure Enable Corporate PBX integration is set to Yes in Manage Adapter Services for Cisco Unified Communications Manager. Also see whether the expiry time affects the missing messages.

Related Topics

How to Configure Call Log Monitoring, page 3-1

About Cisco Unified Communications Manager Enterprise Adapter Settings, page A-6

Enabling Call Log Monitoring and Configuring Options, page 12-2

Requirements for Configuring Devices in Cisco Unified Communications Manager (For All Cisco Unified Communications Manager Features), page 3-19

Release 7.0(2): Call Logs Do Not Identify Internal Callers

Problem   Calls in the call logs are not identified by name; only the phone number appears.

Solution   Make sure that the phone number format that Cisco Unified Mobility Advantage is searching for matches the phone number format of the directory. Verify this format in the Phone Number Format field on the Basic Settings page of the Active Directory adapter. See the description for the Phone Number Format field for details.

Related Topics

Basic Settings, page A-2

How to Solve Problems With the Dial Via Office Feature

Dial Via Office Feature is Not Working For All Users

Dial Via Office Feature is Not Working For One or More Users

Dial Via Office Feature is Not Working For All Users

Problem   The Dial Via Office feature is not working for all users.

Solution   Cisco Unified Communications Manager provides this feature this using the Reverse Callback type of Dial-via-Office.

How the feature works: When the user makes a call from Cisco Unified Mobile Communicator using the Dial-via-Office feature, Cisco Unified Communications Manager calls the user back at the number the user specifies, then calls the number that the user dialed, and then connects the call.

Try the following:


Note After making any configuration changes in either Cisco Unified Communications Manager or Cisco Unified Mobility Advantage, and before testing each change, do the following:

Restart Cisco Unified Mobility Advantage.

Have the user sign out of Cisco Unified Mobile Communicator and then log back in.


Verify that the MobileConnect feature is working correctly independently of Cisco Unified Mobility Advantage. This ensures that Cisco Unified Communications Manager can reach the device, based on the configured mobility identity number and the rerouting calling search space on the device configuration page.

Verify that the call log monitoring feature functions properly. If not, check the configurations for that feature first.

If you change a CTI user ID and password in Cisco Unified Communications Manager, then you must change the corresponding CTI user ID and password in the Enterprise Adapter for Cisco Unified Communications Manager in Cisco Unified Mobility Advantage. Stop Cisco Unified Mobility Advantage before making this change, or your change will not be saved.

For Release 7.0(2): When you check the Cisco Unified Communications Manager adapter configurations in the Cisco Unified Mobility Advantage Admin Portal, be sure to select the Test Config button at the bottom of the page to be sure you have entered the changes correctly.

For Release 7.0(1): If you change the CTI user ID and password in the Enterprise Adapter for Cisco Unified Communications Manager, this also overwrites the username in the "SOAP Information" section) of the adapter configuration. You must change this to the username of the Application User to which you assigned the AXL API access in Cisco Unified Communications Manager. Stop Cisco Unified Mobility Advantage before making this change, or your change will not be saved.

Verify that you have entered the ports correctly in the Cisco Unified Communications Manager adapter.

Try disabling secure connections between Cisco Unified Communications Manager and Cisco Unified Mobility Advantage by temporarily setting the transport type to a nonsecure type on each server. If the problem is resolved, revisit your server security configurations.

Carefully revisit all information and procedures required for this feature. Step through the configurations again and check for errors. Be sure not to overlook any Before You Begin or What To Do Next sections in the procedures. For Release 7.0(2): When you check the Cisco Unified Communications Manager adapter configurations in the Cisco Unified Mobility Advantage Admin Portal, be sure to select the Test Config button.

If you change the cluster security mode in Cisco Unified Communications Manager to mixed mode, you must restart Cisco Unified Communications Manager to re-enable the dial-via-office feature.

Related Topics

How to Configure Dial Via Office, page 3-9

How to Configure Server Security for Connections with Cisco Unified Communications Manager, page 3-13

Dial Via Office Feature is Not Working For One or More Users

Problem   Dial Via Office is not working for all users, or for users at particular locations or having particular mobile phone service providers.

Solution   

There may be a networking issue with the local GSM mobile data connection leading to timeouts.

Carefully revisit all information and procedures in each Related Topic for this section. Step through the configurations again and check for errors. Be sure not to overlook any Before You Begin or What To Do Next sections in the procedures.

Have the user check the Cisco Unified Mobile Communicator settings on the phone.

Have the user sign out of Cisco Unified Mobile Communicator and then sign in again.

If nothing else works, reset Cisco Unified Mobile Communicator in the Cisco Unified Communications Manager User Options web page: Select User Options > Device, then select your mobile device for Device Name. Select Reset. (This will not erase any data in Cisco Unified Mobile Communicator.)

Related Topics

Adding Each Primary Phone to the Controlled Devices List for a CTI-Enabled "Super User", page 3-19

Configuring User Accounts in Cisco Unified Communications Manager, page 3-20

Configuring Cisco Unified Mobile Communicator Devices in Cisco Unified Communications Manager, page 3-21

Configuring Cisco Unified Mobile Communicator Devices in Cisco Unified Communications Manager, page 3-21

How to Solve Voicemail Problems

Unable to Access Voicemail

Unable to Access Voicemail Using DTMF

BlackBerry Users Cannot Access Voicemail After Upgrade from Release 3.x

Error On Accessing Voicemail

Missing Voice Messages

Some Users Do Not Receive Voice Messages

Users Cannot Receive Secure Voice Messages

Unable to Access Voicemail

Problem   Voicemail is not working.

Solution   

Verify that IMAP is enabled for the user in Microsoft Exchange (for Cisco Unity) or in Cisco Unity Connection.

Check your configurations in the following Related Topics sections.

For Release 7.0(2): When you check the voicemail adapter configurations in the Cisco Unified Mobility Advantage Admin Portal, be sure to select the Test Config button at the bottom of the Basic Settings page.

Have users sign out and sign in to Cisco Unified Mobile Communicator again after you make any changes.

Related Topics

Enabling and Configuring Voicemail, page 12-4

About Cisco Unity or Cisco Unity Connection Enterprise Adapter Settings, page A-14

Unable to Access Voicemail Using DTMF

Problem   Entering the DTMF code to access voicemail does not route the call properly.

Solution   Make sure that all DTMF access codes are unique in Cisco Unified Communications Manager.

Related Topics

Important Information About DTMF Access Codes, page 3-12

BlackBerry Users Cannot Access Voicemail After Upgrade from Release 3.x

Problem   BlackBerry users cannot access voicemail after upgrade from Cisco Unified Mobility Advantage Release 3.x.

Solution   If the voicemail sign-in credentials differ from the sign-in credentials for Cisco Unified Mobile Communicator, upgraded BlackBerry users must set their voicemail usernames and passwords in the User Portal before they can access voicemail from their BlackBerry devices.

They can always access their voicemail using other standard methods regardless, such as by using their desk phone.

Error On Accessing Voicemail

Problem   Error: "Unauthorized" when accessing voicemail.

Solution   Check Cisco Unity or Cisco Unity Connection and see if the account has been locked as a result of too many incorrect sign-in attempts.

Missing Voice Messages

Problem   User sees some voice messages in Outlook that do not appear on Cisco Unified Mobile Communicator.

Solution   The messages may be older than the expiry period configured in Cisco Unified Mobility Advantage in the Manage Adapter Services for the voicemail adapter.

Related Topics

Viewing and Changing Enterprise Adapter Settings, page 10-4

About Cisco Unity or Cisco Unity Connection Enterprise Adapter Settings, page A-14

Some Users Do Not Receive Voice Messages

Problem   Some users receive voice messages but others do not.

Solution   

Make sure that the users are signed in to Cisco Unified Mobile Communicator.

If the company has more than one voicemail or Exchange server, you must create an enterprise adapter for each.

For Release 7.0(2): You can check the configuration by selecting the Test Config button at the bottom of the adapter page.

If client credentials differ from voicemail credentials, make sure that users have entered the voicemail credentials in the settings on the client or in the User Portal.

Related Topics

Adding a New Enterprise Adapter, page 10-3

Users Cannot Receive Secure Voice Messages

Problem   Users cannot receive secure messages.

Solution   This feature is supported only with Cisco Unity Release 7.0 and Cisco Unity Connection Release 7.0. For Cisco Unity, check the adapter configuration and Make sure that the SOAP information and user ID and password are entered correctly.

For Release 7.0(2): You can check the configuration by selecting the Test Config button at the bottom of the Basic Settings page.

Related Topics

About Cisco Unity or Cisco Unity Connection Enterprise Adapter Settings, page A-14

How to Solve Problems with Availability Status (Presence)

Presence Is Incorrect

User Cannot Change Status from Idle to Available

Viewing the Sign-in Status of a Cisco Unified Mobile Communicator User on Cisco Unified Presence

Presence Is Incorrect

Problem   Availability status is not showing correctly.

Solution   

Have the user verify the troubleshooting steps in the user documentation for the relevant device, if any.

Make sure that presence is showing correctly on other devices, such as Cisco Unified Personal Communicator. The problem may not be specific to Cisco Unified Mobility Advantage.

If a user reports that his availability status appears different on different clients, for example Cisco Unified Personal Communicator: Have the user sign out and in again to force the synchronization. You can also force the sign out in the Search Maintenance page for the user. (Roll your mouse over the icons to see which icon to select.)

See the documentation for Cisco Unified Presence, including but not limited to the section on integration with Cisco Unified Mobility Advantage and any troubleshooting information. See http://cisco.com/en/US/products/ps6837/tsd_products_support_series_home.html.

Check that the configurations are correct in the following Related Topics.

For Release 7.0(2): When you check the Cisco Unified Presence adapter configurations in the Cisco Unified Mobility Advantage Admin Portal, be sure to select the Test Config button on each page.

Related Topics

Chapter 4, "Configuring Cisco Unified Presence for Use With Cisco Unified Mobility Advantage"

Configuring a Presence Account for Each User in Cisco Unified Communications Manager, page 3-24

About Cisco Unified Presence Enterprise Adapter Settings, page A-10

Enabling Exchange of Presence, page 12-5

Obtaining Calendar Information for Meeting Notifications and Presence Integration, page 12-6

Viewing the Sign-in Status of a Cisco Unified Mobile Communicator User on Cisco Unified Presence

User Cannot Change Status from Idle to Available

Problem   User cannot change availability status from Idle to Available.

Solution   This is intended. Idle status results only when Cisco Unified Personal Communicator is running but the user is not using the computer. Since users cannot send instant messages between Cisco Unified Personal Communicator and Cisco Unified Mobile Communicator, this limitation ensures that other Cisco Unified Personal Communicator users do not mistakenly believe the user is available to receive instant messages in Cisco Unified Personal Communicator.

Viewing the Sign-in Status of a Cisco Unified Mobile Communicator User on Cisco Unified Presence

Problem   I need to see whether a mobility user appears as signed in on the Cisco Unified Presence server.

Solution   When you have completed the integration between Cisco Unified Presence and Cisco Unified Mobility Advantage, you can obtain this information using this procedure:


Step 1 Sign in to Cisco Unified Presence Administration.

Step 2 Select Diagnostics > Presence Viewer.

Step 3 Enter a valid user ID.


Tip Select Search to find the ID for a user.


Step 4 Select Submit.

Step 5 Look at the Mobility Integration section for the status.


Conference Alerts Not Arriving Correctly

Problem   Conference alerts are not arriving, or are not arriving on time.

Solution   

Check your configurations in each of the following Related Topics.

Related Topics

About Microsoft Exchange Enterprise Adapter Settings, page A-11

Enabling Conference Notifications, page 12-5

Obtaining Calendar Information for Meeting Notifications and Presence Integration, page 12-6

BlackBerry Users Do Not Receive Alerts

Problem   Alerts are sent to the Junk folder in Microsoft Outlook instead of to the BlackBerry device.

Solution   You must provide users with:

The procedure for preventing Outlook from treating these messages as junk mail.

The Admin email address. The Admin email address can be viewed under System Management > SMTP Server Configuration.

Related Topics

Preventing Outlook From Treating BlackBerry Provisioning Email Messages As Junk Mail, page 16-8

Lost or Stolen Mobile Device

Problem   A mobile device is lost or stolen.

Solution   You can remove all corporate information from Cisco Unified Mobile Communicator and disable the application.

Related Topics

Removing Cisco Unified Mobile Communicator Data from a Phone, page 14-8

How to View Error and Warning Logs

Specifying Log Information

Viewing Log Files

Specifying Log Information

You can specify how log files and messages are collected and stored.

Procedure


Step 1 Select the [+] beside System Management.

Step 2 Select Log Configuration.

Step 3 Enter information:

Item
Description

Log Level

Determines the level of information captured for the log file.

Default is Info.

Debug—Records the largest amount of information in the logs.

Info—Records informational logs, warnings, errors, and fatal logs

Warning—Records logs that are generated if the server encounters problems that impact a single user, more than one user, or impacts the system

Error—Records logs that are generated if the server encounters problems that impact more than one user or impacts the system. If you select Error, only actual errors are displayed in the log.

Fatal—Records logs that are generated if the server encounters problems that impact the Cisco Unified Mobility Advantage system

Log File Size (MB)

Determines the size of each log file that is generated by the Admin Server and Managed Server.

Value of this field should be between 1 and 999.

Default is 20.

Number of Log Files

Determines the maximum number of log files that are preserved by the Admin Server and the Managed Server.

Value of this field should be between 1 and 9999.

Default is 100.


Step 4 Select Submit.


Viewing Log Files

Procedure


Step 1 Use a tool such as PuTTY to remotely access the server using SSH.

Step 2 Sign in as the platform administrator using the sign-in information that you entered during installation.

Step 3 Determine which type of log file to view:

For These Problems
View This Type of Log

Problems with initial setup and configuration

admin_init.log

Problems with the Admin portal

admin.log

Problems after the system is up and running

cuma.log

Most other problems

cuma.log

For Release 7.0(1) only:

Utility functions such as starting the Cisco Unified Mobility Advantage server

(These logs are rarely used.)

node_manager.log

node_manager_init.log

For Release 7.0(1) only:

Utility functions such as starting the Cisco Unified Mobility Advantage server

(These logs are rarely used.)

node_manager_init.log

node_manager_init.log


There may be more than one instance of each log type. After a log file reaches the maximum size you specify in the Administration portal, the older information is separated into a separate file stamped with the date and time of the separation, for example admin.log<date and timestamp>.

Step 4 Use the command line interface (CLI) to find the logs to view:

To
For This Service
Use This Command

List the files available for viewing

admin service

This service runs the Admin portal

file list admin *

For Release 7.0(1) only:

node manager

file list node_manager *

managed server

file list cuma *


Step 5 View a log file:

To
For This Service
Use This Command

Download a log file

(You must use SFTP)

admin service

file get admin admin.log

where admin.log is one of the files in the list you viewed.

For Release 7.0(1) only:

node manager

file get node_manager node_manager.log

where node_manager.log is one of the files in the list you viewed.

managed server

file get cuma cuma.log

where cuma.log is one of the files in the list you viewed.

Tail a log file

(View the last few lines of a log file in real time)

admin service

file tail admin admin.log

where admin.log is one of the files in the list you viewed.

For Release 7.0(1) only:

node manager

file tail node_manager node_manager.log

where node_manager.log is one of the files in the list you viewed.

managed server

file tail cuma cuma.log

where cuma.log is one of the files in the list you viewed.

End the tail

(Stop viewing the tail)

All

Press Control-C.


Step 6 Search in the log file for exception until you find an exception associated with a keyword that indicates the source of the problem.

For example, if the problem is related to Presence, look for an exception with the Cisco Unified Presence server.


How To Recover From Server Failure

Obtaining a Disaster Recovery Disk

Checking and Correcting Disk File System Issues

Reinstalling the Operating System and Cisco Unified Mobility Advantage

Restoring Cisco Unified Mobility Advantage Data From Your Backup

For Upgrades from Release 7.0(1): Reverting to a Previous Version of Cisco Unified Mobility Advantage

Obtaining a Disaster Recovery Disk

Obtain a recovery disk from the Software Downloads area on Cisco.com: http://tools.cisco.com/support/downloads/pub/Redirect.x?mdfid=281001413.

Checking and Correcting Disk File System Issues

Problem   The server has failed.

Solution   Use the Disaster Recovery Disk to check for and automatically correct disk file system issues.


Step 1 Insert the Disaster Recovery disk and restart the computer, so it boots from the CD.

Step 2 Enter option [F]|[f] and wait while the process completes.

Step 3 Enter option [M][m] and wait while the process completes.

Step 4 Enter option [V]|[v] and wait while the process completes.

Step 5 Enter [Q]|[q] to quit this recovery disk program.


What To Do Next

If this does not resolve the problem, see Reinstalling the Operating System and Cisco Unified Mobility Advantage.

Reinstalling the Operating System and Cisco Unified Mobility Advantage

Problem   The Cisco Unified Mobility Advantage server is completely unrecoverable. No other solution has solved the problem, including using the Disaster Recovery Disk to check for and automatically correct disk file system issues.

Solution   Prepare the hard drive for a clean installation by wiping out the master boot record and reverting the BIOS settings to factory defaults.


Caution This procedure reformats your hard drive. You will lose all the data that is currently on your hard drive.


Step 1 Insert the Disaster Recovery disk and restart the computer, so it boots from the CD.

Step 2 Enter W for Windows preinstallation setup.

Step 3 Enter Yes to continue.

Step 4 Wait for reformatting to complete.


What To Do Next

Reinstall the operating system and Cisco Unified Mobility Advantage. See Chapter 6, "Installing Cisco Unified Mobility Advantage"

After reinstalling, restore from your backup file. See Restoring Cisco Unified Mobility Advantage Data From Your Backup

Restoring Cisco Unified Mobility Advantage Data From Your Backup

Problem   The Cisco Unified Mobility Advantage server has failed.

Solution   Restore from a recent backup:

Before You Begin

An existing backup is required. See Backing Up Your Cisco Unified Mobility Advantage Server, page 11-3.

You must restore onto a working server that meets the hardware requirements of your original Cisco Unified Mobility Advantage server.

This server must be on the network and accessible using SFTP. The SFTP path must exist prior to the backup.


Step 1 Install on the new server the identical operating system and Cisco Unified Mobility Advantage version as your main Cisco Unified Mobility Advantage server. You must assign this server the same IP address as your original Cisco Unified Mobility Advantage server.

Step 2 Skip the Configuration Wizard and access the Admin Portal instead.

Step 3 Select Disaster Recovery System from the list box at the top right of the page.

Step 4 Select Go.

Step 5 Sign in with the platform credentials you entered while installing Cisco Unified Mobility Advantage.

Step 6 Select Restore > Restore Wizard.

Step 7 Select the Backup Device you named when setting up your backups.

Step 8 Select Next.

Step 9 Select the date and time of the backup file from which you want to restore.

Step 10 Select Next.

Step 11 Select CUMA for Select Features.

Step 12 Select Next.

Step 13 Select the original server name as the server to restore.

Step 14 Select Restore.

Step 15 Wait until the restore status shows Success.

Step 16 Select Cisco Unified OS Administration from the list box at the top right of the window.

Step 17 Sign in to the Cisco Unified OS Administration portal.

Step 18 Choose Settings > Version.

Step 19 Select Restart.


For Upgrades from Release 7.0(1): Reverting to a Previous Version of Cisco Unified Mobility Advantage

If an upgrade from Cisco Unified Mobility Advantage Release 7.x is unsuccessful, you can use the Disaster Recovery Disk to revert to the previously-installed release.

If you revert to a previous version of Cisco Unified Mobility Advantage, you will lose any configuration changes that you made using the upgraded software.

Before You Begin

See Obtaining a Disaster Recovery Disk.


Caution This procedure reformats your hard drive. You will lose all the data that is currently on your hard drive.


Step 1 Insert the Disaster Recovery disk and restart the system, so it boots from the CD.

Step 2 Enter W for Windows preinstallation setup.

Step 3 Enter Yes to continue.

The Disaster Recovery disk formats your hard drive, so you can reinstall Cisco Unified Mobility Advantage.

Step 4 Install Cisco Unified Mobility Advantage according to the instructions elsewhere in this guide.

Step 5 Use the Backup and Restore Utility to restore the previously backed-up data to the servers.


Enabling Remote Account Access for Cisco TAC Personnel

Problem   Any problem that requires contacting Cisco TAC for support.

Solution   If you contact Cisco TAC for support, the technician may ask you to enable remote account access for him or her. Only TAC personnel can use this access, and only if there is an open case. You specify the duration of this access when you enable it.

Before You Begin

You will need the platform administrator sign-in credentials you entered during installation. These are distinct from the Admin Portal sign-in credentials.

You should also have the information summarized in Viewing Version and Configuration Information, page 11-2.

Procedure


Step 1 Use SSH to access the Cisco Unified Mobility Advantage server and sign in as the platform administrator.

Step 2 Run the CLI command utils remote_account enable.

Step 3 Run the CLI command utils remote_account create [account name] [life] where account name is any value and life is the duration of this access in days (1 to 30).

Example: utils remote_account rootroot 30.

This command creates a remote account with name rootroot for a life of 30 days and generates the passphrase for it.

Step 4 Give the TAC technician the Account name and Passphrase that appear.

The technician will use this information to access the server remotely. Only TAC personnel can decrypt the passphrase and access the server.