Troubleshooting Guide for Cisco Unity Release 8.x (With Microsoft Exchange)
Troubleshooting Hardware in Cisco Unity 8.x
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Troubleshooting Hardware in Cisco Unity 8.x

Table Of Contents

Troubleshooting Hardware in Cisco Unity 8.x

About Problems with Hardware in Cisco Unity 8.x

Network Interface Card Problems in Cisco Unity 8.x

Cisco Unity Plays System Prompts but Does Not Transmit Voice

Exchange Fails to Deliver Messages

Message Waiting Indicators Are Randomly Turned On

CreateUser Errors Occur During a False Network Disconnect

Configuring a Dual NIC

PIMG/TIMG Units Produce Unexpected Results in Cisco Unity 8.x


Troubleshooting Hardware in Cisco Unity 8.x


About Problems with Hardware in Cisco Unity 8.x

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


Network Interface Card Problems in Cisco Unity 8.x

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

Cisco Unity Plays System Prompts but Does Not Transmit Voice

Exchange Fails to Deliver Messages

Message Waiting Indicators Are Randomly Turned On

CreateUser Errors Occur During a False Network Disconnect

Cisco Unity Plays System Prompts but Does Not Transmit Voice

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

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

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

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

Exchange Fails to Deliver Messages

When Cisco Unity is recording messages properly, but Exchange fails to deliver the messages, the Cisco Unity server may have dual NICs with each NIC configured for a different network.

When dual NICs are installed on a Cisco Unity server, both NICs must be connected to the same network segment in order for Exchange to deliver messages.

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

Message Waiting Indicators Are Randomly Turned On

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

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

CreateUser Errors Occur During a False Network Disconnect

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

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

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

Configuring a Dual NIC

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

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

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

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

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


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

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

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


Step 1 Start the NIC Configuration utility:

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

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

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

Click HP Network.

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

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

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


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

Both NICs are connected to the same network segment.

Both share the same IP address.

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

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


PIMG/TIMG Units Produce Unexpected Results in Cisco Unity 8.x

When Cisco Unity is integrated through PIMG/TIMG units to a circuit-switched phone system and the PIMG/TIMG units are not producing calls or call information as Cisco Unity requires, do the diagnostic tasks for the PIMG/TIMG units that the manufacturer suggests. Detailed instructions are in the "Diagnostics" chapter of the Dialogic 1000 and 2000 Media Gateway Series User's Guide, which is available at the Intel website.