Troubleshooting Guide for Cisco Unity Release 5.x (With IBM Lotus Domino)
Hardware
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Hardware

Table Of Contents

Hardware

About Problems with Hardware

Network Interface Card Problems

Cisco Unity Plays System Prompts but Does Not Transmit Voice

Message Waiting Indicators Are Randomly Turned On

CreateUser Errors Occur During a False Network Disconnect

Configuring a Dual NIC

Voice Cards Incorrectly Reported As New Hardware or Missing Drivers

Cisco Unity Server Does Not Operate Correctly When Connected to a PCI Expansion Chassis

PIMG Units Produce Unexpected Results


Hardware


About Problems with Hardware

Problems with the Cisco Unity server, or with required or optional third-party hardware can include:

Network Interface Card problems

See the "Network Interface Card Problems" section.

Voice card problems

See the "Voice Cards Incorrectly Reported As New Hardware or Missing Drivers" section.

Cisco Unity server problems when connected to an expansion chassis

See the "Cisco Unity Server Does Not Operate Correctly When Connected to a PCI Expansion Chassis" section.

PIMG unit problems

See the "PIMG Units Produce Unexpected Results" section.


Network Interface Card Problems

There are several possible reasons that problems can arise when using a Network Interface Card (NIC) on a Cisco Unity server. See the following topics to troubleshoot problems related to NIC configuration:

Cisco Unity Plays System Prompts but Does Not Transmit Voice

Message Waiting Indicators Are Randomly Turned On

CreateUser Errors Occur During a False Network Disconnect

Cisco Unity Plays System Prompts but Does Not Transmit Voice

If callers can hear Cisco Unity prompts, but Cisco Unity does not transmit any audio when a caller speaks, Cisco Unity may have a dual NIC misconfiguration.

When dual NICs in a Cisco Unity system are configured with separate interface IP addresses, this may prevent correct receipt of RTP packets for voice transmissions. You can find this problem recorded in the log and trace files as silence detection filtering because Cisco Unity is not receiving any audio, and the wave driver is reporting silence detection on all recordings. This problem may also occur when a second NIC is installed in the Cisco Unity server but is not configured or connected to the network.

When dual NICs are installed on a Cisco Unity server, both NICs must be configured to share the same IP address.

To confirm or change NIC configuration settings, do the procedure in the "Configuring a Dual NIC" section.

Message Waiting Indicators Are Randomly Turned On

When the Cisco Unity server has a Broadcom NIC installed with the TCP Checksum Offload feature enabled, message waiting indicators may be randomly turned on for subscribers who do not have new messages.

To resolve this problem, disable the TCP Checksum Offload feature. For details, see the NIC manufacturer documentation.

CreateUser Errors Occur During a False Network Disconnect

When doing a bulk addition of a large number of Cisco Unity subscriber accounts, random CreateUser errors may be generated for a small percentage of the accounts that were successfully added.

The random CreateUser error messages indicate that the network connection was lost. However, it can be verified that the network connections are not actually disconnected. Instead, the cause of the problem can be traced to dual NICs on the Cisco Unity server, where the server was randomly trying to access one or the other card, and subsequently reported a network disconnect.

To resolve this problem, dual NICs on a Cisco Unity server must be configured as specified in the "Configuring a Dual NIC" section.

Configuring a Dual NIC

When a dual NIC is installed on a Cisco Unity server, it must be properly configured or a variety of problems can occur.

If the Cisco Unity server is using a dual NIC, we recommend that it be configured in adapter fault tolerant mode (AFT) or network fault tolerant mode (NFT). One NIC is designated as the primary and the other NIC as the secondary for active-passive fault tolerance. In this configuration, the primary (active) NIC handles 100 percent of the traffic. Only in the event that the primary NIC becomes unavailable does the secondary NIC then become active and handle 100 percent of the traffic.

Alternatively, if you do not want to configure AFT or NFT, or do not have a second LAN port available, the following configurations are supported, though not recommended:

Disable TCP/IP for the second NIC, which allows you to re-enable the second NIC remotely if the first NIC fails. (Use the Network and Dial-up Connections Control Panel to disable TCP/IP for the second NIC.)

Disable the second NIC in the BIOS. (On some Cisco Unity servers, the second NIC is disabled in the BIOS by default.)


Caution Note that not plugging a network cable into the second NIC is not sufficient. You must either disable TCP/IP for the second NIC or disable the second NIC in the BIOS, or Cisco Unity may not work properly.

To confirm or change NIC configuration settings, do the following procedure.

To Confirm or Change Dual NIC Configuration on a Cisco Unity Server


Step 1 Start the NIC Configuration utility:

a. On the Windows Start menu, click Settings > Control Panel.

b. Select the applicable option, depending on the server model and NIC brand:

Hewlett-Packard or Cisco MCS server with model number ending in "H"

Click HP Network.

IBM or Cisco MCS servers with model number ending in "I"

For a Broadcom dual NIC, click Broadcom Control Suite 2.

For an Intel dual NIC, click Intel(R) PROSet Wired.


Step 2 Configure the dual NIC—or verify the configuration—so that the following conditions are met:

Both NICs are connected to the same network segment.

Both share the same IP address.

Both are set up for AFT or for NFT. See the NIC-configuration utility Help for additional information.

Step 3 Restart the Cisco Unity server for any changes to take effect.


Voice Cards Incorrectly Reported As New Hardware or Missing Drivers

In the following cases, the Found New Hardware wizard may appear each time the server is restarted and report that the cards are new hardware, even though the cards are properly installed and configured:

The operating system was installed by using the Platform Configuration discs.

The operating system was installed by using the manufacturer's guided system-setup utility before the cards were installed.

New cards were added to an existing server.

Do the following procedure to prevent the Found New Hardware wizard from reporting the cards as new hardware. The procedure will not prevent the Found New Hardware wizard from finding and reporting other new hardware.

We recommend disabling virus-scanning services, if applicable, for the duration of the procedure, because running the services slows the Found New Hardware wizard. Re-enable the services when you are finished.

To Disable the Found New Hardware Wizard for the Voice Cards


Step 1 On the Found New Hardware wizard Welcome page, click Next. (After the server is restarted, the Found New Hardware wizard Welcome page is displayed along with the PCI Device Installing dialog.)

Step 2 On the Install Hardware Device Drivers page, click Search for a Suitable Driver for My Device (Recommended), and click Next.

Step 3 On the Locate Driver Files page, check the Floppy Disk Drives and CD-ROM Drives check boxes, and click Next.

Step 4 On the Driver Files Search Result page, click Disable the Device, and click Finish. Do not choose to skip driver installation of this device, or the Found New Hardware wizard will continue to appear each time the server is restarted.

Step 5 Repeat Step 2 through Step 4 for each instance of the Found New Hardware wizard (for each card, as applicable).

Note that doing this procedure does not prevent a card from being displayed as an unknown PCI device when viewed in the Windows 2000 Device Manager. The warning that the device drivers are not installed also will continue to be displayed. This is expected behavior, and does not indicate a problem with the card or with the server.


Cisco Unity Server Does Not Operate Correctly When Connected to a PCI Expansion Chassis

Do the following procedure to determine whether the problem is caused by a faulty or mis-configured PCI expansion chassis.


Warning This unit is intended for installation in restricted access areas. A restricted access area can be accessed only through the use of a special tool, lock and key, or other means of security. Statement 1017



Warning Read the installation instructions before connecting the system to the power source. Statement 1004



Warning Before working on a system that has an on/off switch, turn OFF the power and unplug the power cord. Statement 1



Warning This equipment must be grounded. Never defeat the ground conductor or operate the equipment in the absence of a suitably installed ground conductor. Contact the appropriate electrical inspection authority or an electrician if you are uncertain that suitable grounding is available. Statement 1024



Warning There is the danger of explosion if the battery is replaced incorrectly. Replace the battery only with the same or equivalent type recommended by the manufacturer. Dispose of used batteries according to the manufacturer's instructions. Statement 1015



Warning To prevent bodily injury when mounting or servicing this unit in a rack, you must take special precautions to ensure that the system remains stable. The following guidelines are provided to ensure your safety:
· This unit should be mounted at the bottom of the rack if it is the only unit in the rack.
· When mounting this unit in a partially filled rack, load the rack from the bottom to the top with the heaviest component at the bottom of the rack.
· If the rack is provided with stabilizing devices, install the stabilizers before mounting or servicing the unit in the rack. Statement 1006



Warning Before opening the chassis, disconnect the telephone-network cables to avoid contact with telephone-network voltages. Statement 2



Warning Do not work on the system or connect or disconnect cables during periods of lightning activity. Statement 1001



Warning To reduce the risk of fire, use only No. 26 AWG or larger telecommunication line cord. Statement 1023



Warning Only trained and qualified personnel should be allowed to install, replace, or service this equipment. Statement 1030



Warning This equipment is to be installed and maintained by service personnel only as defined by AS/NZS 3260 Clause 1.2.14.3 Service Personnel. Statement 88



Warning The safety cover is an integral part of the product. Do not operate the unit without the safety cover installed. Operating the unit without the cover in place will invalidate the safety approvals and pose a risk of fire and electrical hazards. Statement 117



Warning Blank faceplates and cover panels serve three important functions: they prevent exposure to hazardous voltages and currents inside the chassis; they contain electromagnetic interference (EMI) that might disrupt other equipment; and they direct the flow of cooling air through the chassis. Do not operate the system unless all cards, faceplates, front covers, and rear covers are in place. Statement 1029


To Troubleshoot PCI Expansion Chassis Problems


Step 1 Confirm that the PCI expansion chassis host card has been installed in a PCI slot that can be used for the host card. For information on which servers support using an expansion chassis and on which slots in those servers can be used for expansion chassis host cards, see the Cisco Unity Supported Platforms List at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_data_sheets_list.html.

Note the following:

If the slot location of a customer-provided server management card (such as Hewlett-Packard Remote Insight Lights-Out Edition) conflicts with a required host card slot, the host card takes precedence.

Using an unapproved slot for the host card can cause a conflict with the RAID controller card.

Step 2 Test to see whether the problem has been resolved. If you verified in Step 1 that the host card is installed correctly, and the problem is still not resolved, continue with Step 3.

Step 3 If the Cisco Unity server is running, shut it down.

Step 4 Unplug the power cord.

Step 5 Attach an antistatic wrist strap, and ground yourself to the computer.


Warning During this procedure, wear grounding wrist straps to avoid ESD damage to the card. Do not directly touch the backplane with your hand or any metal tool, or you could shock yourself. Statement 94

Step 6 For each voice card in the expansion chassis, disconnect and reconnect the H100 cables, confirming that the connectors are firmly seated. Test to see whether the problem has been resolved. If the problem is still not resolved, continue with Step 7.

Step 7 Remove one voice card at a time. Test to see whether the problem has been resolved. If the problem is resolved after removal of a particular voice card, you have identified the defective card. If the problem continues, move the expansion chassis host card to another applicable slot. Verify that the cable is firmly reconnected at each end.

Step 8 If the steps taken so far fail to resolve the problem, you may need to replace components. The most likely suspect is the interconnecting cable, which can be compromised internally without visible evidence externally. Contact your Cisco account representative for information on replacement of defective component(s).


PIMG Units Produce Unexpected Results

When Cisco Unity is integrated via PIMG units to a circuit-switched phone system and the PIMG units are not producing calls or call information as Cisco Unity requires, do the applicable diagnostic tasks for the PIMG units that the manufacturer suggests. Detailed instructions are in "Diagnostics" chapter of the Intel Netstructure PBX-IP Media Gateway User's Guide, which is available at the Intel website.