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

Table Of Contents

Error Messages

About Error Messages

Startup Error Messages

Cisco Unity Fails to Start

Remote Access Connection Manager Service Errors

Cisco Unity Administrator Browser Error Messages

Windows Event Log Warnings and Errors

E-Mail and Voice Error Messages


Error Messages


About Error Messages

Error message problems fall into these categories:

Startup error messages

These are error messages that may appear when Cisco Unity or the Cisco Unity server is started. See the "Startup Error Messages" section.

Browser error messages

Browser error messages may appear when subscribers attempt to log on to the Cisco Unity Administrator or the Cisco Personal Communications Assistant (PCA).

See the applicable section:

Cisco Unity Administrator Browser Error Messages.

Cisco Personal Communications Assistant Error Messages, page 17-3.

Windows event log warnings and errors

These are warning and error messages that can appear in the Windows event log for a variety of reasons. See the "Windows Event Log Warnings and Errors" section.

E-mail and voice error messages

Cisco Unity may send e-mail and voice mail error messages. See the "E-Mail and Voice Error Messages" section.

Media Master error messages

These are error messages that may appear when subscribers use the Media Master control bar in the Cisco Unity Administrator or the Cisco Unity Assistant.

See the "Media Master Control Bar" chapter.


Startup Error Messages

Use the information in this section to troubleshoot errors that occur when starting either the Cisco Unity software or server.

Cisco Unity Fails to Start

Error Message    At least one service or driver failed during system startup.

Explanation    This message is displayed when one or more of the Cisco Unity services or the services required by Cisco Unity do not start.

Recommended Action    To troubleshoot this problem:

Check the startup settings for the services as described in the following "To Check the Service Startup Settings" procedure.

Check for errors listed in the Application and System Event logs as described in the "To Look for Errors in the Application and System Event Logs" procedure on page 12-3.

To Check the Service Startup Settings


Step 1 Do Step 2 through Step 5 for each of the following services:

Cisco Unity services: AvCsGateway and AvCsMgr

Dialogic

IIS Admin Service

World Wide Web Publishing Service

Step 2 In the Control Panel Services dialog box, double-click the service.

Step 3 On the General tab, verify that a Startup type of Manual is selected for AvCsMgr, AvUMRSyncSvr, AvRepDirSvrSvc, and Remote Access Connection Manager.

Step 4 Verify that the domain name, user name, and password in the account assigned to the service are correct, and that the account has the correct rights and permissions, as shown in the following table:

Windows domain permissions

Member of the Domain Admins group

Member of the Local Administrators group

Windows user rights

Log on locally

Act as a part of the operating system

Log on as a service


Step 5 If the Remote Access Connection Manager service is started, stop the service, then restart the Cisco Unity server.


To Look for Errors in the Application and System Event Logs

Because startup events occur in rapid succession, when you look in the Application or System Event log for information about these events, you will be looking for the first event in a series of events that probably occurred just seconds apart. Locate the first error in the startup attempt. Subsequent errors may have been caused by the first error. When you have determined the cause of the first error, and have fixed it, shut down and restart the Cisco Unity server. All subsequent errors may be resolved by fixing the first.


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Event Viewer.

Step 2 In the Application Event log, look at the Date and Time columns to find the first event in the current startup attempt.

Step 3 When you find the first event in the startup attempt, look for the first error that occurred after it. If no errors appear in the startup attempt, skip to Step 5.

Step 4 Look at the value in the Source column for the first error and then for any subsequent errors in the startup attempt.

If the name in the source begins with "CiscoUnity" or with the letters "Av," double-click the error to display a dialog box containing additional information that may help you solve the problem.

If the Source column for an error contains any other value, or if you cannot determine the cause of the problem, contact the Cisco Technical Assistance Center (TAC).

Step 5 In the System Event log, look at the Date and Time columns to find the first event in the current startup attempt.

Step 6 When you find the first event in this startup attempt, look for the first error that occurred after it.

If no errors appear in the System Event log, contact Cisco TAC.

Step 7 Look at the value in the Source column for the first error and for any subsequent errors in the startup attempt.

If the value is Dlgc_log or DlgcDcm, the problem is with the installation or configuration of the Dialogic voice or fax cards. Double-click the event error to display additional information that may help you solve the problem. When a Dialogic service fails to start, you may need to check the IRQ settings, switches, jumpers, and rotary dials on each card, as applicable. When the Cisco Unity server contains more than one Dialogic voice card, you may also need to check the cable that connects the cards. See the "Installing Voice Cards" section in the "Setting Up the Hardware" chapter of the Cisco Unity installation guide for additional information. (The Cisco Unity installation guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.)

If the Source column for an error has any other value, contact Cisco TAC.


Remote Access Connection Manager Service Errors

The Remote Access Connection Manager service (RAS) may appear in an error message, in the following two circumstances:

When the UTIM utility is unable to restart RAS. When this occurs, UTIM will prompt you to restart Cisco Unity after updating settings.

When RAS fails to stop. In this case, you will see the error message "Could not stop the Remote Access Connection Manager service. The service did not return an error."

This problem has been observed when McAfee VirusScan 7.0 Enterprise is installed on the Cisco Unity server. To correct the problem, restart the Cisco Unity server. (Note that restarting Cisco Unity by using the tray icon will not resolve the problem. Instead, follow the instructions in the "Exiting and Starting the Cisco Unity Software and Server" Appendix of the Cisco Unity installation guide to restart the server. The Cisco Unity installation guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.)

If you do not plan to use RAS, set it to a startup type of Disabled.

Cisco Unity Administrator Browser Error Messages

Cisco Unity administrators or subscribers may see the following error messages when they attempt to use the Cisco Unity Administrator or Administrative tools:

Error Message    Access denied. Your class of service prohibits you from accessing the 
System Administration web pages.

Explanation    When this message appears during a logon attempt to the Cisco Unity Administrator, one of the following has occurred:

The class of service for the logon account has been changed. Log on by using a different account.

The Cisco Unity class of service has been changed to subscriber for everyone who previously had administrator privileges. There is no longer a Cisco Unity account for the administrator class of service.

Error Message    Access denied. You cannot access the System Administration web pages. 
Cisco Unity is not running.

Explanation    When this message appears, Cisco Unity is not running. Cisco Unity must be running before anyone can log on to the Cisco Unity Administrator.

Recommended Action    Start Cisco Unity.

Error Message    Access denied. You cannot access the System Administration web pages. 
There are too many active sessions.

Explanation    When this message appears, the maximum limit of concurrent system administration sessions (five sessions) has been reached.

Recommended Action    Wait for an active session to be closed and then try again later.

Error Message    Access denied. Your Windows Domain Account [Domain\login] is not 
associated with a Cisco Unity subscriber.

Explanation    When this message appears during a logon attempt to the Cisco Unity Administrator, an invalid user name or password is being used.

Recommended Action    Confirm the user name and password.

Error Message    Additional users cannot be assigned to the class of service associated 
with the selected subscriber template. You have reached the license limit for one 
or more of the features enabled by the class of service.

Explanation    Class of service can be used to restrict which licensed features are available to subscribers. If all available licenses for a feature are in use by a class of service, no new subscribers can be added to that class of service.

Recommended Action    Go to the Subscribers > Class of Service > Features page for the class of service associated with the subscriber template. Determine whether any of the licensed features used by that class of service are out of licenses, and if so, obtain sufficient additional licenses to meet subscriber needs. As a temporary measure until additional licenses are available, you can change the class of service associated with the selected subscriber template. For more information on class of service settings, see the "Class of Service Settings" chapter of the Interface Reference Guide for the Cisco Unity Administrator. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.

Error Message    Failed to perform fetch against AvXml.dll. Check AvXml virtual 
directory settings in IIS for proper permissions and execute access. See the 
Troubleshooting Guide for details.

Explanation    This error may appear when accessing the Status Monitor page.

Recommended Action    Do the "To Set Up Access to the Status Monitor After an Upgrade" procedure.

Error Message    This page cannot be displayed. HTTP 403.1 Forbidden execute access 
forbidden.

Explanation    This error may appear when Status Monitor access is attempted for the first time after an upgrade.

Recommended Action    Do the "To Set Up Access to the Status Monitor After an Upgrade" procedure.

To Set Up Access to the Status Monitor After an Upgrade


Step 1 On the Windows Start menu, click Programs > Administrative Tools > Internet Services Manager.

Step 2 Click the Default Web Site directory, then locate the Status directory.

Step 3 Right-click the Status directory and browse to Properties.

Step 4 Click the Virtual Directory tab.

Step 5 Set Execute Permissions to Scripts Only.

Step 6 Click OK.


Windows Event Log Warnings and Errors

Added September 7, 2008

The warnings and errors that Cisco Unity writes to the Windows application event log are generally self explanatory. The following warnings, which Windows writes to the system event log, are harder to diagnose.

Error Message    Warnings in the Windows system event log:

Event ID 243, "A desktop heap allocation failed"

Event ID 244, "Failed to create a desktop due to desktop heap exhaustion"

Explanation    These warnings may appear when users remotely access the Cisco Unity server by using Windows Terminal Services (WTS) or Remote Desktop and, at the end of a session, close the window without logging out of Windows.

In addition to warnings in the system event log, problems may include, but are not limited to, Cisco Unity Administrator pages failing to display, Cisco Unity failing to start when you attempt to restart by using the tray icon, and DCOM errors in the system event log. Problems are more likely if you have added the /3GB switch to the boot.ini file to configure the server for more than 96 voice-messaging ports because less desktop heap memory is available.

Recommended Action    Instruct users who are accessing the Cisco Unity server remotely to always log out of Windows on the Cisco Unity server, which will cause the WTS or Remote Desktop window to close automatically. If users just close the WTS or Remote Desktop window, the desktop heap memory that is used by WTS or Remote Desktop on the Cisco Unity server is not freed. When desktop heap memory is exhausted, system behavior becomes unpredictable.

When a user closes a WTS or Remote Desktop window without logging out of Windows, you can free the desktop heap memory by using Terminal Session Manager. On the Windows Start menu, click Settings > Control Panel > Administrative Tools > Terminal Session Manager.

You may also want to refer to Microsoft knowledge base article 184802, "User32.dll or Kernel32.dll fails to initialize."

E-Mail and Voice Error Messages

Cisco Unity administrators can use the Event Monitoring System (EMS) to send e-mail and/or voice messages to other subscribers or distribution lists when an event occurs.

Cisco Unity administrators or subscribers may see the following messages:

Error Message    A conversation error has occurred.

Explanation    A conversation error has occurred, sending a caller to the failsafe conversation.

Recommended Action    See the Windows Application Event log for more information about the error. If you are unable to determine the source of the problem from the information in the Application Event log, contact Cisco TAC.

Error Message    Account locked—logon attempt limit reached.

Explanation    An account is locked because the limit of unsuccessful phone logon attempts was reached.

Recommended Action    Go to the Subscribers > Subscribers > Account page for the subscriber, and uncheck the Cisco Unity Account Status box to unlock the account. You can also see the Windows Application Event log for more information about the error.

Error Message    All Ports Busy notification.

Explanation    The voice server detected that all ports that are set to answer calls are busy. In this circumstance, incoming calls receive a busy signal and subscribers are unable to access the Cisco Unity conversation.

Recommended Action    In the Cisco Unity Tools Depot, in the left pane under Reporting Tools, double-click Port Usage Analyzer. Run the Port Availability report. You may also find the Port Time Use report helpful. If the percentage of ports used exceeds 70 percent usage during peak periods, determine whether additional answer ports are required, or other adjustments to the port settings. For more information, see the "Voice Messaging Port Settings" section in the "Managing System-Wide Settings" chapter of the System Administration Guide for Cisco Unity. The guide is available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_maintenance_guides_list.html.

Error Message    Possible phone system integration failure.

Explanation    The Cisco Unity server received an inbound call with no phone system integration information.

Recommended Action    See the Windows Application Event log for more information. If you are unable to determine the source of the problem from the information in the Application Event log, contact Cisco TAC.

Error Message    System event notification.

Explanation    Notification of a system event was attempted, but the notification text or voice message is missing or corrupt.

Recommended Action    See the Windows Application Event log for more information. If you are unable to determine the source of the problem from the information in the Application Event log, contact Cisco TAC.

Error Message    That e-mail cannot be played at this time.

Explanation    All of the licensed Text to Speech resources are in use.

Recommended Action    Subscribers can try again later, or you may need to add more licenses.

Error Message    Voice server hard disk almost full.

Explanation    The Cisco Unity server hard disk is almost full. System logging and report data generation are terminated to conserve space.

Recommended Action    Reclaim space on the hard disk to avoid potential loss of new messages and to resume logging and report generation. The Example Administrator account, which Cisco Unity creates during installation, serves as a default message recipient for the Unaddressed Messages distribution list. If you have not assigned another subscriber to this distribution list, be sure to monitor the Example Administrator account and forward or delete the messages that are sent to this account. For subscribers on the Unaddressed Messages public distribution list, create a separate Inbox folder for returned messages. Then create a rule that automatically moves messages sent by the Unity Messaging System account from the Inbox to the returned messages folder.


Caution Do not delete the Example Administrator unless you have assigned another subscriber to the Unaddressed Messages distribution list. Following Cisco Unity installation, the only member of this distribution list by default is the Example Administrator. If this distribution list contains no members, messages sent to it will be lost.
Error Message    Voice server restart.

Explanation    The Cisco Unity server stopped responding and was restarted.

Recommended Action    See the Windows Application Event log for more information about the error. If you are unable to determine the source of the problem from the information in the Application Event log, contact Cisco TAC.