Troubleshooting Guide for Cisco Unity Release 8.x (With Microsoft Exchange)
Diagnostic Trace Utilities and Logs in Cisco Unity 8.x
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Diagnostic Trace Utilities and Logs in Cisco Unity 8.x

Table Of Contents

Diagnostic Trace Utilities and Logs in Cisco Unity 8.x

Using Diagnostic Utilities for Cisco Unity 8.x

Event Log

Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)

Available Macro Traces

Enabling Macro Traces

Micro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)

Available Micro Traces

Enabling Micro Traces

Viewing Individual Micro Trace Logs

How to Interpret Micro Trace Information in the Cisco Unity Diagnostic Tool (UDT)

Gathering Micro Trace Logs into Files

Dr. Watson Logs

Cisco Unity Voice Connector Logs

Performance Logging

Changing the Voice Connector Logging Properties

Retaining Outbound VPIM, Bridge, and SMTP Messages Temporarily

Trace Settings for Troubleshooting Cisco Unity 8.x Components

Active Directory Monitor Diagnostic Traces

AMIS Diagnostic Traces

Basic Incoming and Outgoing AMIS Message Trace

General Incoming AMIS Message Traces

Extensive Incoming AMIS Message Traces

General Outgoing AMIS Message Traces

Extensive Outgoing AMIS Message Traces


Diagnostic Trace Utilities and Logs in Cisco Unity 8.x


In this chapter, you will find information about the diagnostic utilities that enable you to troubleshoot problems and to maintain Cisco Unity. The information in this chapter will help you select, use, and set the applicable diagnostic utilities.

This chapter contains the following sections:

Using Diagnostic Utilities for Cisco Unity 8.x

Trace Settings for Troubleshooting Cisco Unity 8.x Components

Using Diagnostic Utilities for Cisco Unity 8.x

The diagnostic utilities for Cisco Unity are described in Table 2-1.

Table 2-1 Diagnostic Utilities for Cisco Unity 

Utility
Uses

Event log

The Event log should be the first resource you search for information when troubleshooting a problem. The Event log is used by Windows applications to report information events, warnings, and errors. Reviewing the Event log for Cisco Unity events provides a good overview of how the system is functioning.

For details, see the "Event Log" section.

Macro trace logs in the UDT

In the Cisco Unity Diagnostic tool (UDT), you can enable a preselected group of individual micro trace levels to obtain diagnostic trace output on several Cisco Unity components at once.

For details, see the "Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section.

Micro trace logs in the UDT

The Cisco Unity Diagnostic tool (UDT) can enable most Cisco Unity components to write diagnostic traces to a log. The diagnostic trace output is essential to troubleshooting problems that involve individual components.

For details, see the "Micro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section.

Dr. Watson logs

This utility is invoked by Windows when a serious problem occurs that is not handled by Cisco Unity. When invoked, the Dr. Watson utility displays a dialog box that contains an error message (for example, "Dr. Watson encountering an error in the AvCsMgr.exe process"). Dr. Watson errors may occur in other processes as well.

For details, see the "Dr. Watson Logs" section.

Voice Connector trace logs

The Voice Connector logs provide information on messages sent and received by the Voice Connector. These logs are stored by default on the Exchange server.

For details, see the "Cisco Unity Voice Connector Logs" section.


Event Log

The Event log is the first resource you should search for information when troubleshooting a problem. Cisco Unity components report information events, warnings, and errors in the Event log. Reviewing the Event log for Cisco Unity events provides a good overview of how the system is functioning.


Note The raw data within the files in the Event log is stamped with time stamps recorded in GMT (Greenwich mean time) rather than in the local time of the Cisco Unity server. The time stamps for the Event log files themselves, however, are in the local time of the Cisco Unity server. Using GMT for the time stamps of the raw data provides for an accurate comparison of events when Cisco Unity servers are not all in the same time zone. The Cisco Unity reports convert the GMT time stamps to local time.


To Obtain an Event Log Trace


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

Step 2 In the left pane of the Event Viewer, click Application.

Step 3 In the right pane, search for Cisco Unity events.


Note For further instructions on Event Viewer functions, see the Event Viewer Help.



Macro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)

The Cisco Unity Diagnostic tool (UDT) lets you create and view diagnostic trace logs for troubleshooting problems. Diagnostic trace logs of a problem occurring can be critical to determining the cause of the problem.

Macro traces in the UDT let you enable preselected groups of micro traces. For details on viewing, interpreting and gathering the micro traces that the macro traces use, see the "Micro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)" section.


Caution Diagnostic traces that are set before a Cisco Unity software upgrade are not preserved and must be reset after the upgrade.


Note Cisco Unity truncates all diagnostic trace logs by half their current size at 10:00 P.M. each day, beginning with the oldest data. If you want to save the diagnostic trace logs for future review, you must gather the diagnostic trace logs into files. For details, see the "Gathering Micro Trace Logs into Files" section.


See the following sections:

Available Macro Traces

Enabling Macro Traces

Available Macro Traces

Table 2-2 lists the macro traces that are available and what each macro trace analyzes.

Table 2-2 Macro Traces 

Macro Trace Name
What the Trace Analyzes

AMIS Problems

Incoming and outgoing AMIS messages, to confirm that Cisco Unity can send and receive AMIS messages; extensive traces for incoming AMIS messages

AMIS Message Traces

Message delivery; general traces for incoming and outgoing AMIS messages; extensive traces for outgoing AMIS messages

Delays in Answering Calls

Ring-no-answer calls; delays in answering calls; failover that is caused by a ring-no-answer call

Call Flow Diagnostics

The flow of a call through Cisco Unity

Conversation State Traces

The conversation that the caller hears

Bridge Directory Synchronization Traces

Cisco Unity Bridge directory synchronization for subscriber information

VPIM Directory Synchronization Traces

VPIM directory synchronization

Directory Monitor Traces

Replication with Cisco Unity and the directory

Call Control (Miu) Traces

Call control functions

Traces for MWI Problems

Turning message waiting indicators (MWIs) on and off

Traces for Other Notification Problems

Notification and outdial functions

Phone View, Message Monitor, Remote Message Monitor Traces

The functions of the Phone View, Message Monitor, and Remote Message Monitor features

Skinny TSP Traces

The Skinny networking layer; useful only when Cisco Unity has an SCCP integration with Cisco Unified Communications Manager

Unity Startup

Cisco Unity startup functions

Media (Wave) Traces 1 - High-Level

Media and WAV file usage

Media (Wave) Traces 2 - Medium-Level

Media and WAV file usage; logs more information than high-level traces

Media (Wave) Traces 3 - Low-Level

Media and WAV file usage; logs detailed information and should be used only when there is significant free hard drive space

Secure Messaging Traces

Secure messaging functions

Text to Speech (TTS) Traces

The Text to Speech (TTS) feature; also can log traces on other Cisco Unity components that interact with TTS


Enabling Macro Traces

Enable the macro trace diagnostics when you are troubleshooting problems with Cisco Unity features. For example, if there are MWI problems, enable the Traces for MWI Problems macro trace. However, keep in mind that running diagnostics can affect system performance and hard drive space.

To Enable Macro Trace Diagnostics


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool.

Step 2 In the right pane of the Cisco Unity Diagnostic Viewer, click the Configure Macro Traces icon.

Step 3 In the Configure Macro Traces wizard, on the Welcome page, click Next.

Step 4 On the Configure Macro Traces page, check the check boxes for the applicable traces.

Step 5 Click Next.

Step 6 On the Completing page, click Finish.

Step 7 In the right pane of the Cisco Unity Diagnostic Viewer, click the Start New Log Files icon.

Step 8 Reproduce the problem.


Note After obtaining the diagnostic trace logs that you want, disable the traces that you enabled.



Micro Trace Logs in the Cisco Unity Diagnostic Tool (UDT)

The Cisco Unity Diagnostic tool (UDT) lets you create and view diagnostic trace logs for troubleshooting problems. Diagnostic trace logs of a problem that is occurring can be critical to determining the cause of the problem.

Micro traces in the UDT let you enable specific Cisco Unity components and trace levels, which makes the trace logs as precise as possible. This is particularly critical when the problem occurs seldom, such as only once a day, as it can be difficult to find the actual occurrence of the problem in a diagnostic trace log.


Caution Diagnostic traces that are set before a Cisco Unity software upgrade are not preserved and must be reset after the upgrade.


Note Cisco Unity truncates all diagnostic trace logs by half their current size at 10:00 P.M. each day, beginning with the oldest data. If you want to save the diagnostic trace logs for future review, you must gather the diagnostic trace logs into files. For details, see the "Gathering Micro Trace Logs into Files" section.


See the following sections:

Available Micro Traces

Enabling Micro Traces

Viewing Individual Micro Trace Logs

How to Interpret Micro Trace Information in the Cisco Unity Diagnostic Tool (UDT)

Gathering Micro Trace Logs into Files

Available Micro Traces

Table 2-3 lists the micro traces that are available and describes what each micro trace analyzes.

Table 2-3 Micro Traces 

Micro Trace Name
What the Trace Analyzes

AlCommon

This is a shared diagnostic trace; use it when diagnosing Doh, MAL, DAL, SAL, and AvRdbSvr

Arbiter

Conversations, ports, and call routing rules that are used for calls

AuthenticationMgr

Cisco Unity authentication activities

AuthorizationMgr

Access that is granted or denied

AvBAPExtSvr
(For Exchange only)

Cisco Unity Mobile Message Access for Blackberry

AvCsGateway

Starting and stopping Cisco Unity; access to AvCsMgr; access to Cisco Unity components

AvCsMgr

Main Cisco Unity process; starting and stopping Cisco Unity

AvLic

The use of Cisco Unity license files

AvLogMgr

Writing diagnostic traces and Event log

AvMMProxy

Media Master

AvRdbSvr

Access to SQL from within the Doh

AvSaDbConn

Cisco Unity Administrator screens and their connection to Cisco Unity components and other products used by Cisco Unity; the events are collected in the diag_w3wp log

AvWm
(For Exchange only)

The actions of monitoring the Exchange servers that home subscribers on the local Cisco Unity server

AvXML

AvXML component and the Cisco Personal Communications Assistant (PCA) connection to Cisco Unity

CDE

Conversation engine and conversation events; the logs are written to a file

Conversation

Conversations, phone handlers, call handler, AMIS activity

Conversation Utilities

Live reply, pause, and other support functions

CsBMsgConnector

Incoming system broadcast messages

CSBridgeConnector

Cisco Unity Bridge directory synchronization for subscriber information

CsVPIMConnector
(For Exchange only)

UVPIM mailbox and information processed by the Voice Connector when VPIM messages are received

CuDirReader

Synchronization of directory information for a Cisco UCI network

CuMessageAgingSvr

Message aging for secure messages

CuSessionKeyJni

Handing the key for secure messages

CuSessionKeySvr

Encryption and decryption of secure messages

DALDb

Access to directory information such as subscribers, distribution lists, interview handlers, and call handlers

DALEx

(Not used)

DeliveryDialout

The function that enters after-dial digits for notification to pagers and for message delivery

Directory Change Queue

Replication between the directory and the Cisco Unity SQL database

Directory Change Writer

Replication between the directory and the Cisco Unity SQL database

Doh

Directory access and messaging access

DSAD
(For Exchange only)

Creations, modifications, deletions, and changes in Active Directory in the domain naming context

DSEx55
(For Exchange only)

(Not used)

DSGlobalCatalog
(For Exchange only)

Changes to the Active Directory Global Catalog

ExchangeMonitor
(For Exchange only)

Monitoring the Exchange message store for changed message status

FailoverConfig

Failover configuration wizard

FailureConv

Failsafe mode

FaxSend Conversation

Sending faxes to a fax machine or faxing email messages to a fax machine

MaestroTestComponent

(Not used)

MALEx
(For Exchange only)

Message submission and retrieval

MiuCall

The process between the Miu and conversations

MiuGeneral

Tracking calls through the telephone user interface (TUI); call control functions; turning message waiting indicators (MWIs) on and off; notification and outdial functions; basic Media or WAV file usage

MiuIntegration

Integrations with circuit-switched phone systems; call information in integrations with circuit-switched phone systems; turning message waiting indicators (MWIs) on and off in integrations with circuit-switched phone systems

MiuIO

Media or WAV file usage with TAPI (circuit-switched or Cisco Unified Communications Manager) integrations

MiuMethods

Handling of incoming calls; call control; turning message waiting indicators (MWIs) on and off; notification and outdial functions; media or WAV file usage

MiuSa

The interaction between the Miu and the Cisco Unity Administrator

MiuSCBus

Fax engine and fax tone detection

NodeMgr
(Only when Cisco Unity is configured for failover)

Status monitoring, file replication, and failover between the primary and secondary servers

Notifier

Notification of messages and selected events; turning message waiting indicators on and off

NotifyQ

Notifier queue

PerfMonitor

Performance of system objects that Cisco Unity uses

PhraseServer

The prompts that play and the user DTMF input; the logs are written to a file

PhraseServer to Monitor

The prompts that play and the user DTMF input; the logs are written to the monitor

ReportCrunch

Processing of the reports database tables and the reports localization

ReportExtractor

Copying data from data files to the reports database

ReportPostprocess

Cleanup after reports are generated

ReportPreprocess

Creation of reports database tables required for reports generation

ReportPump

Writing of data to log files

ReportRunrep

Formatting of reports database tables and report generation

Resource Loader

Using the selected language in the GUI; filling strings with product or message information

Resource Manager

Monitoring and providing available resources to the Arbiter as needed

RulerDomain

Routing rules

RulerSvr

Routing rules

SalNt
(For Exchange only)

Searches of Active Directory accounts and groups

Scheduler

Currently active Cisco Unity schedule (whether during normal business hours or during nonbusiness hours) or holiday

SkinnyTSP

(Circuit-switched or Cisco Unified Communications Manager integrations) Media or WAV file usage

(Cisco Unified Communications Manager integrations only) Skinny networking layer

Sql Change Writer

Requests to synchronize the Cisco Unity SQL database with the directory

SystemConfig

Configuration Manager that runs during the installation of Cisco Unity

Tds Proxy

Cisco Unity database connections made via ADO, ODBC, JDBC, and other standard APIs that use the Microsoft TDS (Tabular Data Stream) protocol

Text to Speech

Text to Speech feature

TrapConnector

Telephone Record and Playback (TRAP), which lets clients use the phone as a recording and playback device

TUI Security

Password-protected logon conversation

UMR

Unity Messaging Repository (UMR), which holds messages when the message store is not available

VirtualQueue

Call queuing

VMWS

Voicemail Web Service


Enabling Micro Traces

Enable the micro trace diagnostics when you are troubleshooting problems with specific Cisco Unity components. For example, if there are AvWav errors in the Event log, enable the AvWav diagnostics. However, keep in mind that running diagnostics can affect system performance and hard drive space.

To Enable Micro Trace Diagnostics


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool.

Step 2 In the right pane of the Cisco Unity Diagnostic Viewer, click the Configure Micro Traces icon.

Step 3 In the Configure Micro Traces wizard, on the Welcome page, click Next.

Step 4 On the Configure Micro Traces page, check the check boxes to select the component traces and the trace levels that you want to enable.

Step 5 Click Next.

Step 6 On the Completing page, click Finish.

Step 7 In the right pane of the Cisco Unity Diagnostic Viewer, click the Start New Log Files icon.

Step 8 Reproduce the problem.


Note After obtaining the diagnostic trace logs that you want, disable the traces that you enabled.



Viewing Individual Micro Trace Logs

Do the following procedure to use the UDT to view individual micro trace logs. For information on interpreting the micro trace information in the UDT, see the "How to Interpret Micro Trace Information in the Cisco Unity Diagnostic Tool (UDT)" section. For instructions on saving trace logs, see the "To Gather Micro Trace Logs into Files" procedure.

To View Individual Micro Trace Logs


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool.

Step 2 In the left pane of the Cisco Unity Diagnostic Viewer, expand the Cisco Unity Diagnostic Tool node, then expand the Processes node.

Step 3 In the left pane, expand the process (or component) that you enabled traces for, and click the log file that you want to view. The log file is formatted and appears in the right pane.


How to Interpret Micro Trace Information in the Cisco Unity Diagnostic Tool (UDT)

When you open a trace log in the UDT, the information is formatted and displayed in columns in the right pane. Table 2-4 lists the information contained in each column of trace logs.

Table 2-4 Information in Trace Logs 

Column Name
Information Contained in the Column

#

The line number in the trace log. This number is provided by the UDT and is not contained in the trace log.

Timestamp

The date and time of the trace log.

Source

The source of the trace log text.

Trace No.

The number of the message string that was used from the source identified in the Source column.

Component

The micro trace component that was selected in the Configure Micro Traces wizard.

Level

The trace level that was selected in the Configure Micro Traces wizard.

Thread

The thread of the process from which the micro trace information was taken.

Port

The number of the voice messaging port that was used by the process. If no voice messaging port was used, the value is -1.

Call ID

The call identification number of the call that was handled by the process.

Trace

The raw data, delimited by commas, from the micro trace.


Gathering Micro Trace Logs into Files

When you are requested to send micro trace logs for examination, you must gather the logs into files. Do the following procedure.

To Gather Micro Trace Logs into Files


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool.

Step 2 In the right pane of the Cisco Unity Diagnostic Viewer, click the Gather Log Files icon.

Step 3 In the Gather Logs wizard, on the Welcome page, click Select Logs.

Step 4 If you want to change the directory where the files are saved, do the following sub-steps. Otherwise, skip to Step 5.

a. Click Browse to select a destination for the files. The Browse for Folder dialog box appears.

b. Click the destination directory where you want the files to be saved, and click OK.

Step 5 On the Welcome page, click Next.

Step 6 On the Select Logs to Gather page, expand the micro trace processes that you enabled and check the check box for the most recent log for each micro trace.

Step 7 Click Next. Cisco Unity displays a progress bar as it gathers and formats the logs.

Step 8 On the Completing page, click View Directory to open the directory where the files were saved.

Step 9 On the Completing page, click Finish to exit the wizard.

Step 10 Close the Cisco Unity Diagnostic Viewer window.


Dr. Watson Logs

Dr. Watson is a program invoked by Windows when a serious problem occurs that is not handled by Cisco Unity. When Dr. Watson is invoked, a dialog box that contains an error message appears (for example, "Dr. Watson encountered an error in the AvCsMgr.exe process").

To Obtain a Dr. Watson Log


Step 1 When a Dr. Watson error occurs, make a copy of the file Windows\Drwtsn32.log.

Step 2 Before you attempt to reproduce the problem, from a command prompt, enter drwtsn32 and press Enter.

Step 3 In the Number of Instructions field, enter 50.

Step 4 In the Number of Errors to Save field, enter the number of errors that you want to record. The default is 10.

Step 5 Under Options, confirm that the Dump All Thread Contexts, Append to Existing Log File, Visual Notification, and Create Crash Dump File check boxes are checked.

Step 6 Click OK to close the dialog box.

Step 7 Reproduce the problem.

Step 8 Make a copy of the file Windows\Drwtsn32.log.


Cisco Unity Voice Connector Logs

With the Voice Connector version 10.0(1) and later, logging is enabled by default at the Warning level. Also by default, the log files are kept for 14 days before being deleted. The default location for the log files is on the Exchange server on which the Voice Connector is installed, in the directory <Exchange Server Path>\VoiceGateway\LogFiles.

The Voice Connector provides several logging levels that allow you to control the level of detail that is logged to the files. The logging levels are:

Function (level 5)

Information (level 4)

Warning (level 3)

Error (level 2)

Core (level 1)

No Logging (level 0)

The higher levels provide more detail, and each level includes all levels below it. For example, the Information level includes Warning, Error, and Core. When logging is enabled at any level, performance data is logged to a separate file. (See the "Performance Logging" section for more information.) Changing the logging level does not change the data written to the performance log.

The Voice Connector allows you to set the logging level, the number of days to keep log files, and the location of the log files.

The logging properties for the Voice Connector can be modified in Exchange System Manager. See the "To Change the Voice Connector Logging Settings" procedure.

Note that the Voice Connector service must be restarted for logging changes to take effect.

Two log files per day are created:

Voice Connector log files are named GwIvc_YyMmDd.log, where Yy is the year, Mm is the month and Dd is the day.

Voice Connector performance log files are named GwIvc_perf_ YyMmDd.log, where Yy is the year, Mm is the month and Dd is the day.

Performance Logging

By examining the performance log (or writing a tool to extract the data), the following information can be obtained:

The total number of inbound messages accepted.

The total number of outbound messages sent.

The rate at which inbound messages are being received (messages/second).

The rate at which outbound messages are being sent (messages/second).

The total number of bytes sent.

The total number of bytes received.

The rate that bytes are being received (bytes/second).

The rate that bytes are being sent (bytes/second).

The number of NDRs generated.

The time that it takes for messages to be sent by the Voice Connector.

The format for the performance log is:

Date Time ThreadId Address Type=<Type> Message Status=<Status> Size=<size KB> Time In Queue=(time sec)

Table 2-5 defines the fields.

Table 2-5 Performance Log Files 

Field
Description

Type

Indicates the message address type:

AMIS

VOICE

VPIM

Bridge

Status

Indicates the status of the message, as follows:

Incoming

Outgoing

NDR for Incoming

NDR for Outgoing

Time in Queue

The Time in Queue—measured in seconds—has a different meaning depending on the message status:

Outgoing Message—equals the difference between the current time and the time the message was submitted by the telephone user interface (TUI), ViewMail, or the Cisco Unity Inbox. This includes the time taken by the Exchange MTA to process the message and deliver it to the Voice Connector queue.

Incoming Message—equals the difference between the current time and the time the message was received by Exchange.

NDR Messages—equals the difference between the current time and the time the original message was processed (and the NDR was generated). Typically, this will be 0 or close to 0.


Changing the Voice Connector Logging Properties

To Change the Voice Connector Logging Settings


Step 1 Log on to the Exchange server on which the Voice Connector is installed.

Step 2 On the Windows Start menu, click Programs > Microsoft Exchange > Exchange System Manager.

Step 3 Expand the Connectors container in the left-hand pane.

Step 4 Right-click Exchange 2000 Voice Connector (<Server Name>), and select Properties.

Note that the properties pages for administering the Voice Connector are always displayed in English.

Step 5 Click the Advanced tab.

Step 6 Adjust the logging level and the other settings as needed. If you change the directory where the log files are created, be sure to end the path with a backslash ("\").

Note that if you increase the logging level (the default is Warning), the log file size increases. This could become an issue if hard-disk space is a concern.

Step 7 Click OK and exit Exchange System Manager.

Step 8 Open the Windows Services Applet.

Step 9 Right-click Exchange 2000 Voice Connector and select Restart.

Step 10 Exit the Windows Services Applet.


Retaining Outbound VPIM, Bridge, and SMTP Messages Temporarily

If needed for troubleshooting message delivery problems, you can change a registry setting so that outbound VPIM, Bridge, and SMTP messages processed by the Voice Connector are copied as text files to a specified directory. This setting does not apply to outbound AMIS messages.

To Retain Outbound VPIM, Bridge, and SMTP Messages Processed by the Voice Connector


Step 1 Log on to the Exchange server on which the Voice Connector is installed, and start Regedit.


Caution Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. (See the "Restoring" topics in Registry Editor Help.) Note that for Cisco Unity failover, registry changes on one Cisco Unity server must be made manually on the other Cisco Unity server, because registry changes are not replicated. If you have any questions about changing registry key settings, contact Cisco TAC.

Step 2 If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file.

Step 3 Expand the key HKEY_LOCAL_MACHINE\Software\ActiveVoice\AvIVC.

Step 4 Click Edit > New > String Value.

Step 5 Enter StoreFiles as the name.

Step 6 Double-click StoreFiles to display the Edit String dialog box.

Step 7 Enter the full directory path where the log files are to be created. Be sure to end the path with a backslash ("\").

Step 8 Click OK and close Regedit.

Step 9 Open the Windows Services Applet.

Step 10 Right-click Exchange 2000 Voice Connector and select Restart.

Step 11 Close the Windows Services Applet.


Note When finished troubleshooting, be sure to delete the StoreFiles key that you created in the registry, and restart the Voice Connector service.



Trace Settings for Troubleshooting Cisco Unity 8.x Components

This section describes the trace settings that you can use for troubleshooting specific Cisco Unity components, as follows:

Active Directory Monitor Diagnostic Traces

AMIS Diagnostic Traces

For information on trace settings that you can use to troubleshoot message waiting indicators (MWIs), see the "Troubleshooting Message Waiting Indicators (MWIs) in Cisco Unity 8.x" chapter.

Active Directory Monitor Diagnostic Traces

You use the UDT to set micro traces for the Active Directory monitors. The diagnostics for the DC monitor are in the DSAD group. The diagnostics for the GC monitor are in the DSGlobalCatalog group. The levels that can be enabled are the same for both monitors.

Diagnostic Trace Levels to Enable

If the creation, modification, or deletion of subscriber accounts, distribution lists, or location objects in the Cisco Unity Administrator fails, enable levels 00 and 10. If the diagnostics show an error when accessing Active Directory, also enable level 12 to get more details.

If changes made in Active Directory are not reflected in Cisco Unity, enable levels 10, 11, and 17. If the error is related to inconsistency in distribution list membership, also enable level 16.

If the directory monitor service logs an error to the Windows Event log saying that it has thrown an exception, enable levels 00, 01, and 10.

See Table 2-6 for descriptions of the diagnostic levels.

Table 2-6 Diagnostic Trace Levels for the Active Directory Monitors 

Diagnostic Trace Level
Description

00—High Level, Method Entry and Exit, and Parameter Values

Traces Cisco Unity Administrator calls to create, modify, delete, and find subscribers, distribution lists, and locations. Also traces calls to get and set system configuration parameters.

01—Low Level, Method Entry and Exit, and Parameter Values

Traces internal methods calls.

Note that enabling this level will produce very large diagnostic files.

02—Memory

Traces memory allocation and deallocation. There is seldom a need to enable this level.

10—General

Traces main events and all errors associated with them. This level should always be enabled when a diagnostic file is needed.

11—Changes Queued

Traces the change or deletion of every object that has been detected and sent to Cisco Unity.

12—ADSI Operations

The monitor uses ADSI (Active Directory Services Interface) to access Active Directory. When this level is enabled, all ADSI operations are traced.

Note that enabling this level will produce very large diagnostic files.

13—Initialization

Traces all initialization activity for the directory monitor service.

14—Shutdown

Traces all shutdown activity for the directory monitor service.

15—Configuration

Traces all configuration activity: reading and writing from the registry, default settings at initialization time, and access to internal configuration at run time.

16—Database Access

For performance reasons, the monitor keeps some information in a SQL database: the names of all distribution lists and their members, and a list of all Cisco Unity objects and the domain that they are in. Enable this level when investigating errors in these areas.

17—Synchronization Start and End

Records the time when a synchronization cycle starts and ends, and also the start and end time for the synchronization of each single domain (if enabled in the DSAD group).

18—Import Directory Connector
(DSGlobalCatalog only)

The import directory connector (IDC) is used by the Cisco Unity Administrator and the Cisco Unity Import utility to get lists of directory user objects that have not been imported into Cisco Unity. For example, when you choose to import a subscriber from the Cisco Unity Administrator, the list of directory objects it generates comes from the IDC.

The IDC returns properties on the non-imported users, which is how the Cisco Unity Administrator and the Cisco Unity Import utility fill in things like first name, last name, phone number, and so on. If you enable level 18, you get traces that show the names and values of the retrieved attributes.

Enable this level for troubleshooting import problems. For example, if the Cisco Unity Administrator does not display the first name of a person in the import list, enable this level to see if the import directory component is correctly returning the value to the calling application.

18—Input Property Lists
(DSAD only)

Low-level diagnostic trace. Do not enable unless requested to do so by Cisco TAC.

19—Output Property Lists
(DSAD only)

Low-level diagnostic trace. Do not enable unless requested to do so by Cisco TAC.


AMIS Diagnostic Traces

The UDT provides macro and micro traces to help you troubleshoot AMIS message delivery problems. See the "AMIS Messages Are Not Delivered at All" section on page 6-2 for information on using the Unity Diagnostic tool to troubleshoot AMIS message delivery problems. See the following sections for more information about the applicable AMIS macro traces to set for your situation:

Basic Incoming and Outgoing AMIS Message Trace—These traces help you verify that Cisco Unity can send and receive AMIS messages. You can send test messages with these traces enabled to verify that the AMIS configuration is set up properly.

General Incoming AMIS Message Traces—These traces help you narrow down the problem to a specific Cisco Unity component. When troubleshooting incoming message problems, set these traces first.

Extensive Incoming AMIS Message Traces—These traces include more Cisco Unity components than the general traces, and therefore enable extensive logging. If you cannot determine the problem from the set of general traces, enable the traces specified in this section.

General Outgoing AMIS Message Traces—These traces help you narrow down the problem to a specific Cisco Unity component. When troubleshooting outgoing message problems, set these traces first.

Extensive Outgoing AMIS Message Traces—These traces include additional Cisco Unity components, and therefore enable extensive logging. If you cannot determine the problem from the set of general traces, enable the traces specified in this section.

Basic Incoming and Outgoing AMIS Message Trace

The Basic Incoming and Outgoing AMIS Message macro trace sets the following micro traces, which help you verify that Cisco Unity can send and receive AMIS messages:

Conversation—19

Notifier—28

General Incoming AMIS Message Traces

The General Incoming AMIS Message macro trace sets the following micro traces, which help you narrow down the problem to a specific Cisco Unity component:

CDE—10, 14, 18

AlCommon—10

DalDb—10

DalEx—10

Doh—10

MALEx—10

MALLn—10

Conversation—19

Extensive Incoming AMIS Message Traces

The Extensive Incoming AMIS Message macro trace sets the following micro traces, which include additional Cisco Unity components, and therefore enable extensive logging:

CDE—10, 11, 12, 13, 14, 18, 19

AlCommon—10

DalDb—10

DalEx—10

Doh—10

MALEx—10

MALLn—10

FailureConv—11

PhraseServer—12

Conversation—19

Miu General—13, 14

General Outgoing AMIS Message Traces

The General Outgoing AMIS Message macro trace sets the following micro traces, which help you narrow down the problem to a specific Cisco Unity component:

CDE—10, 14, 18

AlCommon—10

DalDb—10

DalEx—10

Doh—10

MALEx—10

MALLn—10

Conversation—19

Notifier—13, 19, 24, 26, 28

ExchangeMonitor—13 (Note that if no information is logged from the Exchange Monitor 13 trace, it indicates that there is a problem.)

Extensive Outgoing AMIS Message Traces

The Extensive Outgoing AMIS Message macro trace sets the following micro traces, which include additional Cisco Unity components, and therefore enable extensive logging:

CDE—10, 11, 12, 13, 14, 18, 19

AlCommon—10

DalDb—10

DalEx—10

Doh—10

MALEx—10

MALLn—10

Conversation—19

FailureConv—11

PhraseServer—12

Notifier—13, 19, 20, 21, 24, 26, 28

ExchangeMonitor—13 (Note that if no information is logged from the Exchange Monitor 13 trace, it indicates that there is a problem.)