Troubleshooting Guide for Cisco Unity Release 5.x (With IBM Lotus Domino)
Cisco Personal Communications Assistant
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Cisco Personal Communications Assistant

Table Of Contents

Cisco Personal Communications Assistant

Cisco Personal Communications Assistant Installation, Repair, and Removal

Cisco Personal Communications Assistant Logging with Cisco Unity

Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components

Cisco Personal Communications Assistant Error Messages

Error Message: "Access Denied."

Error Message: "Access Denied - Your Account Is Currently Locked. Contact Your Cisco Unity Administrator for Assistance."

Error Message: "Apache Tomcat/<Version> - HTTP Status 500 - Internal Server Error"

Error Message: "HTTP Status 401 - You Are Not Authorized to View this Page."

Error Message: "HTTP Status 500."

Error Message: "Site Is Unavailable."

Error Message: "There Is No Mailbox for this Account. Try Logging On With a Different Account. If You Still Cannot Log On, Contact Your Cisco Unity Administrator."

Error Message: "Unknown Authentication Provider. Try Logging On Again in a Few Minutes. If the Problem Persists, Contact Your Cisco Unity Administrator."

Error Message: "Unable to Contact Server. Try Logging On Again in a Few Minutes. If the Problem Persists, Contact Your Cisco Unity Administrator."

Restoring the Cisco Personal Communications Assistant

Verifying That the Tomcat Service Is Installed and Started

Verifying That the World Wide Web Publishing Service Is Started

Verifying That IIS and the Cisco Personal Communications Assistant Components Are Configured Correctly

Verifying That the IIS and Tomcat Integration Is Configured Correctly

Removing the Cisco Personal Communications Assistant


Cisco Personal Communications Assistant


Cisco Personal Communications Assistant Installation, Repair, and Removal

The installation of the Cisco Personal Communications Assistant (PCA) is an integral part of the Cisco Unity installation process, and therefore "hidden" from the installer. For new Cisco Unity installations, the Cisco PCA installation uses Windows Script Host technology with support scripts (javascript). During upgrades, Cisco PCA uses Windows Software Installer technology to uninstall existing Cisco PCA-related files and applications before installing new ones.

If you have the Cisco Unity installation disks, you can restore corrupt or missing Cisco PCA files and applications by running an installation script at a command prompt. When you restore the Cisco PCA, the installation script removes any existing Cisco PCA-related files and applications, including the Tomcat service and its integration to the IIS server.

If you no longer want the Cisco PCA on your Cisco Unity server, another script allows you to safely remove all Cisco PCA files.


Note When an installer uses a different installation account to upgrade Cisco Unity than the one that was used to install the previous version of Cisco Unity, several Cisco PCA-related registry keys remain on the upgraded system. The "orphaned" registry keys are not used with Cisco Unity version 4.0(5), do not harm your system, and do not need to be removed when troubleshooting.



Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications.

See the following sections:

Cisco Personal Communications Assistant Logging with Cisco Unity

Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components

Cisco Personal Communications Assistant Error Messages

Restoring the Cisco Personal Communications Assistant

Removing the Cisco Personal Communications Assistant

Cisco Personal Communications Assistant Logging with Cisco Unity

There are two types of Cisco PCA logging, as described in Table 17-1. Errors, warnings, and exception traces captured in log files can often indicate the source of a problem. In addition, when you report a problem to Cisco TAC, you may be asked to send log files.

Table 17-1 Types of Cisco PCA Log Files 

Logging Type
Description

Setup Process Logging

When the Cisco PCA is initially installed, the cscoserv_script.log is created. The log file contains information about the installation and configuration of the Cisco PCA. When you restore the Cisco PCA by using the setup.js script, the cscoserv_script.log is updated. When you remove the Cisco PCA by using the uninstall.js script, and then reinstall it, the cscoserv_script.log is created again. The respective log file contains information about the restored or removed installation.

The cscoserv_script.log is stored in the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp).

Note In previous versions of Cisco PCA, Windows Installer provided logging. When an older Cisco PCA installation is removed during an upgrade to Cisco Unity, Windows Installer logs data to the cscoserv_msi_remove.log. After the upgrade, the Cisco PCA uses the cscoserv_script.log described above to log changes to the Cisco PCA installation.

Application Logging

The Cisco PCA logs events in the following files in the CommServer\Cscoserv\Tomcat\Logs directory:

The ciscopca_log.<date>.txt file contains a daily archive of system level logs.

The ciscopca_event_log.txt file and its archived versions contain application error logs. When the ciscopca_event_log.txt file reaches its size limit, the file is archived. Archived files have a number appended to the original filename (for example, ciscopca_event_log.txt.1). A maximum of 50 archived files are stored; when 50 archived files exist, Cisco PCA begins overwriting them, beginning with the first archived file.

The ciscopca_diags_log.txt file and its archived versions contain application logs. When the ciscopca_diags_log.txt reaches its size limit, the file is archived. Archived files have a number appended to the original filename (for example, ciscopca_diags_log.txt.1). A maximum of 50 archived files are stored; when 50 archived files exist, Cisco PCA begins overwriting them, beginning with the first archived file.


Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components

When the Cisco PCA fails to operate properly, do the following tasks in the order presented. If you cannot resolve the problem and plan to report the problem to Cisco TAC, you will be asked to provide information about your system and about the problem. See the "Reporting Problems to Cisco TAC" section on page 1-3 for details.

1. If there is an error message associated with the problem, review the "Cisco Personal Communications Assistant Error Messages" section, and then return to this section as needed.

2. Review the "Subscribers Cannot Access Cisco Personal Communications Assistant Pages" section on page 14-6 to consider the most common reasons why subscribers cannot access the Cisco PCA pages, including use of an incorrect URL, incorrect browser settings, and presence of unsupported software installed on the workstation.

3. If subscribers cannot browse to the Cisco PCA website at all, experience incomplete or blank Cisco PCA pages, or have trouble accessing the Cisco PCA applications, see the "Subscriber and Administrator Access" chapter for the applicable troubleshooting procedures.

4. If the problem is that Media Master control bar does not show up correctly or at all, see the "Media Master Control Bar" chapter.

5. Confirm that the CommServer\Cscoserv directory exists on the Cisco Unity server, and that it contains Java2SDK, Tomcat, Bin, and Ciscopca directories. If any directories are missing, follow the procedures in the "Restoring the Cisco Personal Communications Assistant" section to fix the problem.

6. Confirm that the Tomcat service is installed and that the service has started. See the "Verifying That the Tomcat Service Is Installed and Started" section.

7. Confirm that the World Wide Web Publishing service is installed and that the service has started. See the "Verifying That the World Wide Web Publishing Service Is Started" section.

8. Confirm that IIS and the Cisco PCA components are configured correctly. See the "Verifying That IIS and the Cisco Personal Communications Assistant Components Are Configured Correctly" section.

9. Confirm that the IIS and Tomcat integration is configured correctly. See the "Verifying That the IIS and Tomcat Integration Is Configured Correctly" section.

Finally, to restore or remove the Cisco PCA files and applications, see the procedures in the "Restoring the Cisco Personal Communications Assistant" section or the "Removing the Cisco Personal Communications Assistant" section, as applicable.

Cisco Personal Communications Assistant Error Messages

In addition to browser error messages (such as "File not found" or "Unauthorized access"), subscribers may see Cisco PCA-specific error messages and Tomcat error messages when logging on to the Cisco PCA or when using the Cisco Unity Assistant. The three types of error messages that subscribers may encounter are described in the following table:

Browser error messages

Browser error messages may indicate that the Cisco PCA failed to install, the subscriber does not have network access to the Cisco Unity server, the browser is not configured correctly, or the subscriber does not have the required security certificate installed (if the Cisco PCA uses SSL connections).

Cisco PCA-specific error messages

Cisco PCA-specific error messages are displayed on the Log On page or another Cisco PCA page, and typically indicate problems with user credentials or actions within the Cisco PCA.

Tomcat error messages

Tomcat errors occur when there is a system error, such as a file corruption or insufficient memory on the Cisco Unity server. A Tomcat error message usually lists the sequence of application errors, starting from the least likely exception to the root exception. Each exception is followed by a description of what the Tomcat service was attempting to do when the error occurred, and for some exceptions, a message explaining the error is also offered. The "Exception" and "Root Cause" sections offer further insight into the problem.


All three types of error messages are presented in this section. Messages are presented in alphabetical order according to the text of the message.

Error Message: "Access Denied."

When subscribers encounter the error message "Access Denied," use the following task list to troubleshoot the problem. If the problem persists, proceed to the next task in the "Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components" section.

Task List for Troubleshooting the Error Message: "Access Denied"

1. Verify that the subscriber password has not expired. Check the ciscopca_event_log.txt file in the CommServer\Cscoserv\Tomcat\Logs directory on the Cisco Unity server to investigate why the subscriber credentials were rejected.

Subscribers can change their Cisco PCA passwords only in Lotus Notes.

2. It is possible that AvXml directory security is not set correctly in IIS; Anonymous access may be disabled, or secure connections may be enabled. To confirm that this is the problem, open the ciscopca_log.txt, ciscopca_event_log.txt, or ciscopca_diags_log.txt files located in the CommServer\Cscoserv\Tomcat\Logs directory and search for an "IOException" message that mentions HTTP returning a code 401 or 403. If such a message exists, directory security is not set correctly in IIS.

To correct directory security settings, see the "Verifying That IIS and the Cisco Personal Communications Assistant Components Are Configured Correctly" section. Both the Anonymous Access and Integrated Windows Authentication check boxes should be checked.

Error Message: "Access Denied - Your Account Is Currently Locked. Contact Your Cisco Unity Administrator for Assistance."

When subscribers encounter the error message "Access Denied - Your Account is currently locked. Contact your Cisco Unity Administrator for assistance," it is possible that the subscriber exceeded the number of failed logon attempts that is allowed. (The limit is set on the System > Authentication page in the Cisco Unity Administrator.) The subscriber may have forgotten his or her credentials, or an unauthorized user has attempted to gain access.

Use the following task list to determine the source of the problem and correct it.

Task List for Troubleshooting the Error Message: "Access Denied - Your Account Is Currently Locked. Contact Your Cisco Unity Administrator for Assistance."

1. To verify that the account is in fact locked, check the ciscopca_event_log.txt file in the CommServer\Cscoserv\Tomcat\Logs directory on the Cisco Unity server to investigate why the subscriber credentials were rejected. In addition, do the applicable security audit to determine whether an unauthorized user was attempting to access the Cisco PCA.

2. To unlock the subscriber account, in the Cisco Unity Administrator, go to the Subscribers > Subscribers > Account Page for the individual subscriber. In the event that the subscriber has forgotten his or her password, note that you cannot change Cisco PCA passwords in the Cisco Unity Administrator. Instead, subscribers can change their Cisco PCA passwords only in Lotus Notes.

Error Message: "Apache Tomcat/<Version> - HTTP Status 500 - Internal Server Error"

File corruption at the time of installation or a Tomcat memory corruption can cause subscribers to encounter the error message, "Apache Tomcat/<version> - HTTP Status 500 - Internal Server Error." To confirm that this is the cause of the problem, check the Tomcat error page for the indicated root cause for the exception. If an exception message similar to the one below exists, there is a file or memory corruption:

java.lang.ClassFormatError: <classpath>/<classname> (Illegal constant pool index)

See the "Restoring the Cisco Personal Communications Assistant" section to correct the problem. If the problem persists, proceed to the next task in the "Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components" section.

Error Message: "HTTP Status 401 - You Are Not Authorized to View this Page."

When subscribers encounter the error message "HTTP Status 401 - You are not authorized to view this page," it is possible that Jakarta directory security is not set correctly in IIS; the Anonymous Access or Integrated Windows Authentication check boxes may not be checked.

To correct directory security settings, see the "Verifying That IIS and the Cisco Personal Communications Assistant Components Are Configured Correctly" section. Both the Anonymous Access and Integrated Windows Authentication check boxes should be checked. If the problem persists, proceed to the next task in the "Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components" section.

Error Message: "HTTP Status 500."

Low system resources can prevent on-demand JSP page compilation of modified and first-time visited Cisco PCA pages, causing subscribers to encounter the error message, "HTTP Status 500." To confirm that low system resources is the cause for the error, check the CommServer\Cscoserv\Tomcat\Work\Standalone\Localhost\Ciscopca directory for .class or .java files that have a size of 0 KB. You can also check the Tomcat error page for the indicated root cause for the exception. If an exception message similar to the one below exists, there is a problem with low system resources on the Cisco Unity server:

java.lang.ClassFormatError: <classpath>/<classname> (Truncated class file)

Finally, check the system resources on the Cisco Unity server: On the Cisco Unity server, start Task Manager (press Ctrl-Alt-Delete and then click Task Manager). On the Performance tab, check the Mem Usage index at the bottom of the window. When the difference between <in-use>/<system-max> is less than 32 MB, system memory resources are too low for the server to run the Cisco PCA properly.

If low system resources are the source of the problem, do the following procedure to regain the required system resources on the Cisco Unity server and to remove any resulting fragmented files.

To Gain the Required System Resources and Delete Fragmented Files


Step 1 Close any services and running applications on the Cisco Unity server that you can. If you are unsure which services and applications you can safely close or if you cannot close enough to gain the required system resources, contact your network administrator or Cisco TAC for further assistance.

Step 2 When enough system memory resources are freed, delete the .class or .java files that have a size of 0 KB in the CommServer\Cscoserv\Tomcat\Work\Standalone\Localhost\Ciscopca directory. If you are unsure which files to delete, or if deleting files does not solve the problem, contact your network administrator or Cisco TAC for further assistance.


Caution Do not remove the CommServer\Cscoserv\Tomcat\Work\Standalone\Localhost\Ciscopca directory or any of its subdirectories. Removing the directories will result in disrupted Tomcat services and require that you restart the Tomcat service. Instead, delete the .class and .java files individually.

If low system resources does not appear to be the cause of the problem, proceed to the next task in the "Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components" section.

Error Message: "Site Is Unavailable."

There are several possible reasons why subscribers encounter the error message "Site is unavailable." Use the following task list to determine and correct the source of the problem.

Task List for Troubleshooting the Error Message: "Site Is Unavailable."

1. If the error occurs when a subscriber browses to http://<Cisco Unity server>/Ciscopca—and when Internet connection issues, a firewall, or SSL restrictions are not factors—it is possible that an ISAPI redirection filter failed to load. Do Step 1 through Step 5 in the "To Verify That IIS Is Configured Correctly on Windows 2000 Server" procedure. If the problem is still not resolved, restore the Cisco PCA by doing the procedure in the "Restoring the Cisco PCA" section on page 18-9.

2. Verify that the Tomcat service is started. See the "Verifying That the Tomcat Service Is Installed and Started" section.

3. If IIS and Tomcat integration are not configured correctly, see the "Verifying That the IIS and Tomcat Integration Is Configured Correctly" section.

4. If the World Wide Web Publishing service is stopped, see the "Verifying That the World Wide Web Publishing Service Is Started" section.

Error Message: "There Is No Mailbox for this Account. Try Logging On With a Different Account. If You Still Cannot Log On, Contact Your Cisco Unity Administrator."

If the user entered credentials for a Cisco Unity installation or service account does not have a mailbox, the subscriber will encounter the error message "There is no mailbox for this account. Try logging on with a different account. If you still cannot log on, contact your Cisco Unity Administrator."

To correct the problem, create a subscriber account for the user. As a best practice, we recommend that Cisco Unity Administrators not use the same subscriber account to log on to the Cisco Unity Administrator that they use to log on to the Cisco PCA to manage their own Cisco Unity accounts.

Error Message: "Unknown Authentication Provider. Try Logging On Again in a Few Minutes. If the Problem Persists, Contact Your Cisco Unity Administrator."

There are several possible reasons why subscribers encounter the error message "Unknown authentication provider. Try logging on again in a few minutes. If the problem persists, contact your Cisco Unity Administrator." Use the following task list to determine and correct the source of the problem. If the problem persists, proceed to the next task in the "Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components" section.

Task List for Troubleshooting the Error Message: "Unknown Authentication Provider. Try Logging On Again in a Few Minutes. If the Problem Persists, Contact Your Cisco Unity Administrator."

1. It is possible that AvXML directory security is not set correctly in IIS; the Anonymous Access or Integrated Windows Authentication check boxes may not be checked. Open the ciscopca_log.txt, ciscopca_event_log.txt, or ciscopca_diags_log.txt files located in the CommServer\Cscoserv\Tomcat\Logs directory and search for an "IOException" message that mentions HTTP returning a code 401 or 403. If such a message exists, directory security is not set correctly in IIS.

To correct directory security settings, see the "Verifying That IIS and the Cisco Personal Communications Assistant Components Are Configured Correctly" section. Both the Anonymous Access and Integrated Windows Authentication check boxes should be checked.

2. Verify that HTTP proxy or web browser caches are not interfering with presentation of the Cisco PCA Log On page, which can cause a cached Log On page to be displayed instead of one from the Cisco PCA server. To confirm that this is the problem, open the ciscopca_event_log.txt or ciscopca_diags_log.txt files located in the CommServer\Cscoserv\Tomcat\Logs directory and search for messages that mention "Provider Sessions" like the ones below. If such messages exist, HTTP Proxy or web browser caches are interfering.

"Perform - Attribute "PROVIDER" unknown/unset value: <value>"

"Perform - Session attribute "PROVIDER" unknown/unset value: <value>"

"Perform - Authentication provider mismatch - Session Attribute: <dynamic-value>, Form property: <value>"

"LogonUser - Unknown authentication provider - Returning error"

To correct the problem, verify that HTTP proxy servers are configured so that they do not cache any .jsp and .do pages that are requested from the Cisco Unity server. Ask your network administrator for guidance. Also, make sure that the browsers on subscriber workstations are set to automatically check for newer versions of temporary Internet files.

Error Message: "Unable to Contact Server. Try Logging On Again in a Few Minutes. If the Problem Persists, Contact Your Cisco Unity Administrator."

There are several possible reasons why subscribers encounter the error message "Unable to contact server. Try logging on again in a few minutes. If the problem persists, contact your Cisco Unity Administrator." Use the following task list to determine and correct the source of the problem. If the problem persists, proceed to the next task in the "Task List for Troubleshooting the Cisco Personal Communications Assistant and Its Components" section.

Task List for Troubleshooting the Error Message: "Unable to Contact Server. Try Logging On Again in a Few Minutes. If the Problem Persists, Contact Your Cisco Unity Administrator."

1. The Cisco Unity server may be down, or a network connection has failed. Verify that the Cisco Unity server is running, and that all network connections are functioning properly. Restart the Cisco Unity server, as necessary.

To verify that the problem is caused by a Cisco Unity server or a network failure, you can try switching to an available failover Cisco Unity server to see whether the same error message occurs on the failover server. Alternatively, you can change the "unityurl" configuration setting to point to a Cisco Unity server that is running, and then restart the Tomcat service.

2. It is possible that AvXml directory security is not set correctly in IIS; Anonymous access may be disabled or secure connections may be enabled. To confirm that this is the problem, open the ciscopca_log.txt, ciscopca_event_log.txt, or ciscopca_diags_log.txt files located in the CommServer\Cscoserv\Tomcat\Logs directory and search for an "IOException" message that mentions HTTP returning a code 401 or 403. If such a message exists, directory security is not set correctly in IIS.

To correct directory security settings, see the "Verifying That IIS and the Cisco Personal Communications Assistant Components Are Configured Correctly" section. Anonymous access should be enabled and secure connections should be disabled.

Restoring the Cisco Personal Communications Assistant

Do the following procedure to restore corrupt or missing Cisco PCA files and applications.


Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications.

To Restore the Cisco PCA Files and Applications


Step 1 On the Cisco Unity server, close all applications and file folders. (If any Cisco PCA files are in use or if the \CommServer\Cscoserv directory is open, the restore can fail.)

Step 2 Insert the Cisco Unity disc that contains the cscoserv directory.

Step 3 Open a command prompt, and change to your DVD or CD-ROM drive.

Step 4 Enter cd cscoserv and press Enter.

Step 5 Enter cscript setup.js source="<DVD or CD drive>:\cscoserv\setup.msi" target="<Cisco Unity drive>:\commserver" and press Enter.

For example, if your DVD or CD-ROM drive is drive D and Cisco Unity is installed on drive C, enter:

cscript setup.js source="d:\cscoserv\setup.msi" target="c:\commserver"

Step 6 Wait a few minutes while the script runs. When the script stops running, "Done" appears in the command window.

The cscoserv_script.log file is saved to the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). You can observe the progress of the script by opening the log file in a browser and refreshing the browser periodically.

Step 7 When the script has finished running, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 8 Confirm that Tomcat and the World Wide Web Publishing Service are started. If not, restart them. (You do not need to restart the Cisco Unity server to implement your changes.)

If Tomcat is not displayed in the Services Control Panel or if the Cisco PCA still does not work, contact Cisco TAC for further assistance.


Verifying That the Tomcat Service Is Installed and Started

Do the following procedure to verify that the Tomcat service is installed and started.

To Verify That the Tomcat Service Is Installed and Started


Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, locate Tomcat and verify that its status is Started and that its Startup Type is Automatic.

If the Tomcat service is not listed in the services manager, it is likely that either the Cisco PCA or the Tomcat service failed to install, or that the Tomcat service registration failed. To correct the problem, you will need to restore the Cisco PCA files and applications. See the "Restoring the Cisco Personal Communications Assistant" section.

If the Tomcat service is listed in the services manager, but is not started, right-click it, and click Start.


Verifying That the World Wide Web Publishing Service Is Started

Do the following procedure to verify that the World Wide Web Publishing service is installed and started.

To Verify That the World Wide Web Publishing Service Is Installed and Started


Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, locate World Wide Web Publishing and verify that its status is Started and that its Startup Type is Automatic.

If the World Wide Web Publishing service is not listed in the services manager, it is possible that IIS was not installed correctly. To correct the problem, you will first need to repair the IIS installation. Then restore the Cisco PCA files and applications (see the "Restoring the Cisco Personal Communications Assistant" section).

If the World Wide Web Publishing service is listed in the services manager but is not started, right-click it, and click Start.


Verifying That IIS and the Cisco Personal Communications Assistant Components Are Configured Correctly

Revised October 30, 2008

The Cisco PCA depends on the Tomcat service being correctly configured to load the Cisco PCA application upon startup. It also depends on IIS and the Tomcat service being able to communicate. The Tomcat service installation requires Tomcat and Java2SDK. The jk_nt_service application handles the Windows service interface for Tomcat, and it requires that the Tomcat service be configured so that the startup and shutdown control port matches its own. The jk_nt_service.exe and its configuration file (wrapper.properties) are located in the CommServer\Cscoserv\Windows\Service directory.

In this section, you do two procedures. First, do the applicable procedure to verify that IIS is configured correctly:

To Verify That IIS Is Configured Correctly on Windows Server 2003

To Verify That IIS Is Configured Correctly on Windows 2000 Server

Then, do the "To Verify That the Tomcat Service Is Configured Correctly" procedure.

For both procedures, enter any missing values and correct settings that do not match what is indicated here. Restart IIS and the Tomcat service if you make any corrections, and then check to see whether the Cisco PCA operates properly afterward.

To Verify That IIS Is Configured Correctly on Windows Server 2003


Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Internet Information Services (IIS) Manager.

Step 2 In the left pane, click <System Name>.

Step 3 In the right pane, right-click Web Sites, and then click Properties.

Step 4 Click the ISAPI Filters tab, and click cpcaflt from the list of filter names.

Step 5 In the Details section, verify that the executable is isapi_redirect.dll and that its status is Loaded. Note that it is not loaded properly if either of the following are true:

Either no arrow, or a red arrow, is displayed on the left.

The Priority is listed as "Unknown."

Step 6 If you determined in Step 5 that the isapi_redirect.dll executable is not loaded properly, reload it by doing the following sub-steps:

a. Verify that no other filter is loading the same .dll file or a similar file in another location. This can happen when a legacy setting has already used a Tomcat redirector before the current Cisco Unity software was installed.

b. Delete the offending duplicate entry (keep the cpcaflt entry), and click Apply.

c. Click OK to close the dialog box and return to the Internet Information Services Manager window.

d. In the Services Control Panel, stop the Tomcat service. (On the Windows Start menu, click Programs > Administrative Tools > Services. In the right pane, right-click Tomcat and click Stop.)

e. Right-click the <System-name>, click All Tasks, and then click Restart IIS.

f. Confirm that IIS is set to restart, and click OK.

g. Verify that the ISAPI filter is loaded by repeating Step 1 through Step 5.

h. If the filter is loaded, restart the Tomcat service in the Services Control Panel.

Step 7 As needed, click OK to close any remaining dialog boxes and return to the Internet Information Services Manager window.

Step 8 Expand <System-name>, expand Web Sites, and expand Default Web Site.

Step 9 Under Default Web Site, click Jakarta, and then verify that isapi_redirect.dll is listed in the right pane.

Step 10 Right-click Jakarta, and click Properties.

Step 11 In the Jakarta Properties dialog box, do the following sub-steps:

a. On the Virtual Directory tab, verify that the Local Path is set to the CommServer\Cscoserv\Windows\iis\Bin directory.

b. Click the Directory Security tab.

c. Under Authentication and Access Control, click Edit.

d. In the Authentication Methods dialog box, verify that the Enable Anonymous Access check box is checked and that the Integrated Windows Authentication check box is checked.

e. Click OK to close the Authentication Methods dialog box.

f. Click OK to close the Jakarta Properties dialog box.

Step 12 Under Default Web Site, right-click AvXml, and click Properties.

Step 13 In the AvXml Properties dialog box, do the following sub-steps:

a. On the Virtual Directory tab, verify that the Local Path is set to the \InetPub\Wwwroot\AvXml directory.

b. Click the Directory Security tab.

c. Under Authentication and Access Control, click Edit.

d. In the Authentication Methods dialog box, verify that the Enable Anonymous Access check box is checked.

e. Click OK to close the Authentication Methods dialog box.

f. Under Secure Communication, click Edit. (If the button is greyed out, skip to Step 14.)

g. In the Secure Communications dialog box, verify that the Require Secure Channel (SSL) check box is unchecked.

h. In the Client Certificates section, verify that Ignore Client Certificates is selected and that the Enable Client Certificate Mapping check box is unchecked.

i. Click OK to close the Secure Communications dialog box.

j. In the AvXml Properties dialog box, click Apply.

k. Click OK to close the AvXml Properties dialog box.

Step 14 Close the Internet Information Services Manager window.

Step 15 Continue with the "To Verify That the Tomcat Service Is Configured Correctly" procedure.


To Verify That IIS Is Configured Correctly on Windows 2000 Server


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

Step 2 Right-click <System-name>, and then click Properties.

Step 3 On the Internet Information Services tab, confirm that WWW Service is selected in the Master Properties list, and then click Edit.

Step 4 Click the ISAPI Filters tab, and click cpcaflt from the list of filter names.

Step 5 In the Details section, verify that the executable is isapi_redirect.dll and that its status is Loaded. Note that it is not loaded properly if either of the following are true:

Either no arrow, or a red arrow, is displayed on the left.

The Priority is listed as "Unknown."

Step 6 If you determined in Step 5 that the isapi_redirect.dll executable is not loaded properly, reload it by doing the following sub-steps:

a. Verify that no other filter is loading the same .dll file or a similar file in another location. This can happen when a legacy setting has already used a Tomcat redirector before the current Cisco Unity software was installed.

b. Delete the offending duplicate entry (keep the cpcaflt entry), and click Apply.

c. Click OK to close the dialog box and return to the Internet Information Services window.

d. In the Services Control Panel, stop the Tomcat service. (On the Windows Start menu, click Programs > Administrative Tools > Services. In the right pane, right-click Tomcat and click Stop.)

e. Right-click the <System-name>, and click Restart IIS.

f. Confirm that IIS is set to restart, and click OK.

g. Verify that the ISAPI filter is loaded by repeating Step 1 through Step 5.

h. If the filter is loaded, restart the Tomcat service in the Services Control Panel.

Step 7 As needed, click OK to close any remaining dialog boxes and return to the Internet Information Services window.

Step 8 Expand <System-name>, and expand Default Web Site.

Step 9 Under Default Web Site, click Jakarta, and then verify that isapi_redirect.dll is listed in the right pane.

Step 10 Right-click Jakarta, and click Properties.

Step 11 In the Jakarta Properties dialog box, do the following sub-steps:

a. On the Virtual Directory tab, verify that the Local Path is set to the CommServer\Cscoserv\Windows\iis\Bin directory.

b. Click the Directory Security tab.

c. Under Anonymous Access and Authentication Control, click Edit.

d. In the Authentication Methods dialog box, verify that the Anonymous Access check box is checked and that the Integrated Windows Authentication check box is checked.

e. Click OK to close the Authentication Methods dialog box.

f. Click OK to close the Jakarta Properties dialog box.

Step 12 Under Default Web Site, right-click AvXml, and click Properties.

Step 13 In the AvXml Properties dialog box, do the following sub-steps:

a. On the Virtual Directory tab, verify that the Local Path is set to the \InetPub\Wwwroot\AvXml directory.

b. Click the Directory Security tab.

c. Under Anonymous Access and Authentication Control, click Edit.

d. In the Authentication Methods dialog box, verify that the Anonymous Access check box is checked.

e. Click OK to close the Authentication Methods dialog box.

f. Under Secure Communication, click Edit. (If the button is greyed out, skip to Step 14.)

g. In the Secure Communications dialog box, verify that the Require Secure Channel (SSL) check box is unchecked.

h. In the Client Certificates section, verify that Ignore Client Certificates is selected and that the Enable Client Certificate Mapping check box is unchecked.

i. Click OK to close the Secure Communications dialog box.

j. In the AvXml Properties dialog box, click Apply.

k. Click OK to close the AvXml Properties dialog box.

Step 14 Close the Internet Information Services window.

Step 15 Continue with the "To Verify That the Tomcat Service Is Configured Correctly" procedure.


To Verify That the Tomcat Service Is Configured Correctly


Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Windows\Service.

Step 2 Use a text editor to open the wrapper.properties file.

Step 3 Verify that the value for wrapper.tomcat_home is set to CommServer\Cscoserv\Tomcat, which is the Tomcat installation directory.

The value must be an absolute path (for example, C:\CommServer\Cscoserv\Tomcat).

Step 4 Verify that the wrapper.java_home value is set to CommServer\Cscoserv\Java2SDK, which is the java sdk root.

The value must be an absolute path (for example, C:\CommServer\Cscoserv\Java2SDK).

Step 5 Close the wrapper.properties file.


Verifying That the IIS and Tomcat Integration Is Configured Correctly

Revised October 30, 2008

The IIS and Tomcat integration depends on the proper installation and configuration of the isapi_redirect.dll file in IIS. The redirector file is located in CommServer\Cscoserv\Windows\iis\Bin directory, and it uses two support files (uriworkermap.properties and workers.properties), which are located in the CommServer\Cscoserv\Windows\iis directory.

This section contains several procedures. Do the procedures in order to verify that the IIS and Tomcat integration is configured correctly. Enter any missing values and correct settings that do not match what is indicated here. Restart IIS and the Tomcat service if you make any corrections, and then check to see whether the Cisco PCA operates properly afterward.

To Verify the IIS and Tomcat Integration Is Configured Correctly


Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Windows\iis.

Step 2 Use a text editor to open the workers.properties file.

Step 3 Verify that the value for workers.tomcat_home is set to the Tomcat installation directory (for example, C:\CommServer\Cscoserv\Tomcat).

The value must be the absolute path to the root of the Tomcat installation directory.

Step 4 Verify that the workers.java_home value is set to a proper java sdk root (for example, C:\CommServer\Cscoserv\Java2SDK).

The value must be the absolute path to the root of a Java 2 SDK version 1.3 or later.

Step 5 Close the workers.properties file.

Step 6 Use the text editor to open uriworkermap.properties.

Step 7 Verify that the file contains the following:

/ciscopca=$(default.worker)

/ciscopca/*=$(default.worker)

default.worker=ajp13

Step 8 Close the uriworkermap.properties file.


To Verify That the Tomcat Server Is Configured Correctly


Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Tomcat\Webapps.

Step 2 Verify that the directory contains the ciscopca.xml file. If it does, use a text editor to open it.

Step 3 Verify that the file contains <Context path="/ciscopca">. This defines the Cisco PCA application profile.

Step 4 Verify that the value for the path attribute is "/ciscopca" and that the docBase attribute is the absolute path to the ciscopca directory (for example, C:\CommServer\Cscoserv\Ciscopca).

Step 5 Verify that the value for the reloadable attribute is "False". The value controls whether Tomcat forces the Cisco PCA to reload when files change.

Step 6 Verify that the value for the debug attribute is "0". The values sets minimal logging.

Step 7 Verify that the value for the privileged attribute is "True".

Step 8 Verify that the file contains the "<Logger></Logger>" object declaration within the ciscopca "<Context ></Context>" declaration. The value indicates where engine events are logged for the Cisco PCA.

Step 9 Close the ciscopca.xml file.


To Verify That the Cisco PCA Web Application Is Configured Correctly


Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Ciscopca\WEB-INF.

Step 2 Use a text editor to open the web.xml file.

Step 3 Find unityurl and verify that the value enclosed by "<param-value id="unityurl">" and "</param-value>" is a valid IP address or DNS name for the Cisco Unity server that is hosting the AvXml web service/portal.

The value cannot be either of the following:

127.0.0.1

"localhost"

Step 4 Close the web.xml file.


Removing the Cisco Personal Communications Assistant

Do the following procedure if you no longer want the Cisco PCA files and applications on your Cisco Unity server.


Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications.

To Remove the Cisco PCA Files and Applications


Step 1 On the Cisco Unity server, close all applications and file folders. (If any Cisco PCA files are in use or if the \CommServer\Cscoserv directory is open, the removal can fail.)

Step 2 Open a command prompt.

Step 3 Enter cscript <Cisco Unity drive>:\commserver\cscoserv\uninstall.js and press Enter.

Step 4 Wait a few minutes while the script runs.

The cscoserv_script.log file is saved to the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). You can observe the progress of the script by opening the log file in a browser and refreshing the browser periodically.

You do not need to restart the Cisco Unity server to implement your changes.