Troubleshooting Guide for Cisco Unity Release 8.x (With Microsoft Exchange)
Troubleshooting Subscriber and Administrator Access in Cisco Unity 8.x
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Troubleshooting Subscriber and Administrator Access in Cisco Unity 8.x

Table Of Contents

Troubleshooting Subscriber and Administrator Access in Cisco Unity 8.x

About Access Problems in Cisco Unity 8.x

Subscribers Logging On to Cisco Unity 8.x Hear the Opening Greeting Instead of the Subscriber Conversation

Subscribers Logging On to Cisco Unity 8.x Hear "Your Messages Are Not Available Now"

Subscribers Cannot Use Cisco Unity ViewMail for Microsoft Outlook in Cisco Unity 8.x

Cisco Personal Communications Assistant Pages Are Incomplete or Blank in Cisco Unity 8.x

Cisco Personal Communications Assistant Pages Cannot Be Opened or Have Been Defaced in Cisco Unity 8.x

Subscribers Cannot Access Cisco Personal Communications Assistant Pages in Cisco Unity 8.x

Subscribers Cannot Access the Cisco Unity Assistant or the Cisco Unity Inbox from the Cisco PCA in Cisco Unity 8.x

Subscribers Cannot Save Changes on Pages in the Cisco Unity Assistant or the Cisco Unity Inbox in Cisco Unity 8.x

No Sounds Play on the Multimedia System After Installing the Cisco Unified Communications Manager Software

Subscribers Cannot Be Located in a New or Updated Directory Handler in Cisco Unity 8.x

Cisco Unity 8.x Tray Icon Is Missing from the Status Bar

Cisco Unity Administrator or Status Monitor Pages Cannot Be Opened or Have Been Defaced in Cisco Unity 8.x

Cisco Unity Administrator Page Cannot Be Accessed After an Upgrade

Viruses and Hacker Attacks


Troubleshooting Subscriber and Administrator Access in Cisco Unity 8.x


About Access Problems in Cisco Unity 8.x

Subscriber access problems are usually related to a problem with the phone system integration. Subscriber access problems may include:

Problems that prevent subscribers from using Cisco Unity

See the following sections, as applicable:

Subscribers Logging On to Cisco Unity 8.x Hear the Opening Greeting Instead of the Subscriber Conversation.

Subscribers Logging On to Cisco Unity 8.x Hear "Your Messages Are Not Available Now"

Problems that prevent subscribers from fully using the features of Cisco Unity and the phone system

See the following sections, as applicable:

Subscribers Cannot Use Cisco Unity ViewMail for Microsoft Outlook in Cisco Unity 8.x.

Cisco Personal Communications Assistant Pages Are Incomplete or Blank in Cisco Unity 8.x.

Cisco Personal Communications Assistant Pages Cannot Be Opened or Have Been Defaced in Cisco Unity 8.x.

Subscribers Cannot Access Cisco Personal Communications Assistant Pages in Cisco Unity 8.x.

Subscribers Cannot Access the Cisco Unity Assistant or the Cisco Unity Inbox from the Cisco PCA in Cisco Unity 8.x.

Subscribers Cannot Save Changes on Pages in the Cisco Unity Assistant or the Cisco Unity Inbox in Cisco Unity 8.x.

No Sounds Play on the Multimedia System After Installing the Cisco Unified Communications Manager Software.

Subscribers Cannot Be Located in a New or Updated Directory Handler in Cisco Unity 8.x.


Administrator access problems can include a missing tray icon, or missing or defaced web pages. See the "Cisco Unity 8.x Tray Icon Is Missing from the Status Bar" section, and the "Cisco Unity Administrator or Status Monitor Pages Cannot Be Opened or Have Been Defaced in Cisco Unity 8.x" section.

If you encounter a subscriber or administrator access problem that is not described in these sections, contact the Cisco Technical Assistance Center (TAC).

Subscribers Logging On to Cisco Unity 8.x Hear the Opening Greeting Instead of the Subscriber Conversation

Confirm that the integration is enabled and that the phone system settings are correct.

To Verify the Phone System Settings in the Cisco Unity Administrator


Step 1 On the Windows Start menu on the Cisco Unity server, click Programs > Cisco Unity > Manage Integrations. The Cisco Unity Telephony Integration Manager (UTIM) appears.

Step 2 Confirm that the settings match those indicated in the integration guide for your phone system.


Note Cisco Unity integration guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html.


Step 3 Correct any incorrect values for the phone system.

Step 4 If you changed values in Step 3, click Save.

Step 5 If prompted, restart the Cisco Unity server.

Step 6 If you have confirmed that the integration is enabled and that the phone system settings are correct, and subscribers still hear the opening greeting instead of the subscriber conversation, contact Cisco TAC.


Subscribers Logging On to Cisco Unity 8.x Hear "Your Messages Are Not Available Now"

If the Microsoft Messaging API (MAPI) installed on a Cisco Unity 8.x server is accessing a Windows Server 2008 global catalog server (GC), subscribers who use the phone interface to access voice messages may hear the message "Your messages are not available now." (Subscribers may also hear this message for other reasons, including permissions problems for the message store services account.)

In addition, the following errors may be logged in the Windows application event log on the Cisco Unity server each time a subscriber tries to log on to Cisco Unity by phone:

Event Type: Error 
Event Source: CiscoUnity_MALEx 
Event Category: Error  
Event ID: 30003 
Description: An attempt to access the Primary Exchange Mailbox Store by AvCsMgr via MAPI 
has failed. The MAPI subsystem return the following error: The information store could not 
be opened.

Event Type: Error 
Event Source: CiscoUnity_MALEx 
Event Category: Error  
Event ID: 30012 
Description: An occurred which prevents successful Exchange access by AvCsMgr via MAPI. 
This is typically an indication of configuration issues with Unity, Exchange, or the MAPI 
subsystem.
Verify that the Unity services accounts are granted the correct permissions and that there 
are no issues with installation. The SysCheck utility may assist in diagnosing the 
problem. 

Event Type: Error 
Event Source: CiscoUnity_ConvSub 
Event Category: Network  
Event ID: 1000 
Description: An unexpected error has occurred while a subscriber is on the phone with 
Unity. This can potentially result in the subscriber hearing the failsafe conversation. 
Technical details are - IAvDohMailUser::get_Inbox returned [0x8004052e] on line 1312 of 
file <path>\un_Conv1\Scripted\ConvSub\MsgCount.cpp. 

Event Type: Error 
Event Source: CiscoUnity_ConvSub 
Event Category: Network 
Event ID: 1394 
Description: The description for Event ID ( 1394 ) in Source ( CiscoUnity_ConvSub ) cannot 
be found. The local computer may not have the necessary registry information or message 
DLL files to display messages from a remote computer. You may be able to use the 
/AUXSOURCE= flag to retrieve this description; see Help and Support for details. The 
following information is part of the event: msg.GetMessageCount(spMailUser.get(), spNP, 
pSM) returned: 0x8004052E, 534, <path>\un_Conv1\Scripted\ConvSub\MsgCount.cpp.

Do the following procedure to determine whether MAPI is using a Windows Server 2008 GC, to determine whether the Win2008 GC is having the NSPI problem, and, if so, to change a registry setting on all Windows Server 2008 GCs to resolve the problem.


Note While doing the procedure, you will need to refer to Microsoft Knowledge Base article 949469, "NSPI connections from Microsoft Outlook to a Windows Server 2008-based domain controller may fail with an error code: `MAPI_E_LOGON_FAILED.'"


To Determine Whether Cisco Unity Is Affected by the NSPI Problem and to Change a Registry Setting on the GC


Step 1 Determine whether MAPI on the Cisco Unity server is accessing a Windows Server 2008 GC:

a. Log on to the Cisco Unity server by using the Active Directory account that Cisco Unity message store services log on as.

b. Start RegEdit.

c. Expand the following key:

HKEY_CURRENT_USER\Software\Microsoft\Windows NT\CurrentVersion\Windows Messaging Subsystem\Profiles\Unity System Profile

d. Click the key that begins with dca.

e. In the right pane, if the value is the name of a Windows Server 2008 GC, continue with Step 2.

If the value is not the name of a Windows Server 2008 GC, your symptoms have another cause.

Step 2 Determine whether the Windows Server 2008 GC is having the NSPI problem and, if so, to fix it:

a. Log onto the GC that you identified in Step 1.

b. Enable event logging as described in the "More Information" section of Microsoft Knowledge Base article 949469.

c. If the event log confirms that you are encountering the problem documented in Microsoft KB article 949469, do the procedure "How to modify the registry to allow for additional NSPI connections," which causes the GC to function similarly to a Windows Server 2003 GC. Set the value to 0x00002710.

d. Restart the Cisco Unity server.

e. Repeat Step b. and Step c. on every Windows Server 2008 GC that MAPI on the Cisco Unity server may use. This will ensure that if the GC that MAPI is currently using fails, the next GC that MAPI uses will already be configured to allow Cisco Unity to function properly.

Cisco Unity is not currently communicating with the other GCs, so restarting the Cisco Unity server after you do this step is not necessary.


Note If the registry key does not list a Windows Server 2008 GC but you have Windows Server 2008 GCs in the forest, you may still want to do Step 2c. on every Windows Server 2008 GC that MAPI on the Cisco Unity server may use.



Subscribers Cannot Use Cisco Unity ViewMail for Microsoft Outlook in Cisco Unity 8.x

Use the following procedure to repair or restore ViewMail if a problem occurs.

To Repair or Restore ViewMail


Step 1 On the Windows Start menu, click Settings > Control Panel > Add/Remove Programs.

Step 2 From the list, click ViewMail.

Step 3 If you are using Windows 2000 or Windows XP, click Change.

If you are using Windows 98, ME, or NT, click Add/Remove.

Step 4 Follow the on-screen instructions to complete the repair or restore process.


Cisco Personal Communications Assistant Pages Are Incomplete or Blank in Cisco Unity 8.x

An incomplete Cisco PCA page may be empty or partially empty because of an error in processing the dynamic elements contained in the page. To correct the problem, you can try restoring the Cisco PCA files and applications. (See the "Cisco Personal Communications Assistant Pages Cannot Be Opened or Have Been Defaced in Cisco Unity 8.x" section for details and a procedure.)

Before you attempt to restore the Cisco PCA, gather the data that you may need to provide to Cisco TAC in the event that restoring the Cisco PCA does not resolve the problem. First, save a copy of the ciscopca_log.<date>.txt file in the CommServer\Cscoserv\Tomcat\Logs directory to another directory that will not be affected by the restore (for example, save a copy to your desktop or My Documents, either on the Cisco Unity server or another computer). In addition, Cisco TAC may request that you send a screen capture or a text file containing the source code for the incomplete or blank page (however, note that if the Cisco PCA uses an SSL connection, you may not be able to save the source code).

If the problem is that the Media Master does not show up correctly or at all, see the "Troubleshooting the Media Master in Cisco Unity 8.x" chapter.

Cisco Personal Communications Assistant Pages Cannot Be Opened or Have Been Defaced in Cisco Unity 8.x

If the Cisco Personal Communications Assistant (PCA) installation fails, or if someone inadvertently deletes some or all of the Cisco PCA files from the Cisco Unity server after installation, the Cisco PCA web pages may be defaced or become unusable. Virus incidents and attacks from hackers can cause the same problems.


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

If the Cisco PCA pages cannot be opened or have been defaced, do the following "To Restore the Cisco PCA Files and Applications" procedure to restore them. Additional troubleshooting information and procedures are available in the "Troubleshooting the Cisco Personal Communications Assistant in Cisco Unity 8.x" chapter.

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.


Subscribers Cannot Access Cisco Personal Communications Assistant Pages in Cisco Unity 8.x

Subscribers use the Cisco PCA website to access the Cisco Unity Assistant and the Cisco Unity Inbox.

When a subscriber cannot access the Cisco Personal Communications Assistant (PCA) pages, consider the following possible causes. Additional troubleshooting information and procedures are available in the "Troubleshooting the Cisco Personal Communications Assistant in Cisco Unity 8.x" chapter.

URL Is Case-Sensitive

Subscribers can access the Cisco PCA at the following URL: http://<Cisco Unity server>/ciscopca. Note, however, that the URL is case-sensitive.

Browser Configuration Is Not Correct

When a subscriber cannot access any of the Cisco PCA pages, it may be that the subscriber browser is not configured properly. Make sure that the subscriber browser is configured to:

Enable Active scripting.

Download and run ActiveX controls.

Enable Java scripting.

Accept all cookies.

Automatically check for newer versions of temporary Internet files.

Enable Medium-High privacy.

Unsupported Software Is Installed on Subscriber Workstation

Confirm that the subscriber does not have an unsupported combination of software or an unsupported third-party application installed on the workstation. See the Compatibility Matrix: Cisco Unity and the Software on Subscriber Workstations, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_device_support_tables_list.html.

Cisco Unity Uses SSL but the Certificate Has Not Been Distributed to the Trusted Root Store

When Cisco Unity is set up to use SSL, the browser displays a message to alert the subscriber that the authenticity of the Cisco PCA site cannot be verified and therefore, its content cannot be trusted. Subscribers will see this message even if they add the Cisco PCA website to their list of trusted sites for the browser.

To prevent the browser from displaying the security alert, you can:

Distribute the certificate to the trusted root store for all users in the domain by adding it to the Group Policy. See the "Using SSL to Secure Client/Server Connections in Cisco Unity 8.x" chapter in the Security Guide for Cisco Unity Release 8.x. (The guide is available at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/security/guide/8xcusecx.html.)

Tell subscribers how to add the certificate to the trusted root store on their own computers. See the "Setting Up Subscriber Workstations in Cisco Unity 8.x" chapter in the System Administration Guide for Cisco Unity Release 8.x. (The guide is available at http://www.cisco.com/en/US/docs/voice_ip_comm/unity/8x/administration/guide/8xcusagx.html.)

Discuss the two options with the network administrator for your organization to determine which is best for your site.

Subscribers Cannot Access the Cisco Unity Assistant or the Cisco Unity Inbox from the Cisco PCA in Cisco Unity 8.x

When subscribers can access the Cisco PCA, but cannot access the Cisco Unity Assistant or the Cisco Unity Inbox, consider the following possible causes:

In order to access the Cisco Unity Assistant, subscribers must be given the proper class of service rights on the Subscribers > Class of Service > Features Page in the Cisco Unity Administrator.

The Cisco Unity Inbox is a licensed feature, and can be accessed only if it is purchased. In addition, subscribers must be given the proper class of service rights on the Subscribers > Class of Service > Features Page in the Cisco Unity Administrator.

If the problem is that the Media Master does not show up correctly or at all, see the "Troubleshooting the Media Master in Cisco Unity 8.x" chapter.

Subscribers Cannot Save Changes on Pages in the Cisco Unity Assistant or the Cisco Unity Inbox in Cisco Unity 8.x

When subscriber browser settings are set to cache temporary Internet pages automatically, subscribers can create a bookmark or Favorite to access a Cisco Unity Assistant or Cisco Unity Inbox web page, but the page will be read-only. Explain to subscribers that they should bookmark the Cisco PCA home page, rather than individual pages in the Cisco Unity Assistant and the Cisco Unity Inbox. (Subscribers should not change their browser settings as a workaround; when the browser is not set to automatically check for newer versions of temporary Internet files, the Media Master control is not displayed correctly.)

No Sounds Play on the Multimedia System After Installing the Cisco Unified Communications Manager Software

When a multimedia system is installed on the Cisco Unity server, registry entries for the multimedia system wave driver may be overwritten when you install the Cisco wave driver. If this happens, the multimedia system no longer plays sounds. Contact Cisco TAC.

Subscribers Cannot Be Located in a New or Updated Directory Handler in Cisco Unity 8.x

Subscribers or outside callers may report that they are unable to locate one or more subscribers in a recently created or updated directory handler. When a directory handler is set to search by a distribution list, the membership is synchronized from Active Directory into the Cisco Unity SQL database. Changing the distribution list that the directory handler searches on requires synchronization. The synchronization takes place when the Cisco Unity directory services (AvDSAD and AvDSGlobalCatalog) poll the directory for any changes to be applied to the SQL database, which usually occurs within 15 to 20 minutes after the change is made on the Directory Handler Search Options page in the Cisco Unity Administrator.

To initiate an immediate synchronization, do the following procedure.

To Manually Synchronize the Cisco Unity Database and Verify That Subscribers Can Be Located in the Directory Handler


Step 1 In the Cisco Unity Administrator, go to the System > Configuration > Settings page.

Step 2 In the Replicate Cisco Unity Directory Objects section, click Changed Objects.

The Settings page is refreshed and the database changes will be synchronized in the background.

Step 3 Wait a few minutes, then call in to Cisco Unity to confirm that the subscribers can be located in the directory handler.

Step 4 If the subscribers still cannot be located, confirm that they have recorded names. Subscribers cannot be accessed by using directory handlers unless they have recorded names.


Another way to update directory handlers is to change the membership of a distribution list by which one or more directory handlers are scoped. Changes made to distribution list membership by using the Cisco Unity Administrator are updated in the Cisco Unity database within a few minutes. However, in complex networked sites, the replication process may take much longer. This is a function of network complexity and varies from site to site. The network replication process time is not a function of Cisco Unity directory synchronization services, and it is not possible to reduce this time by using the previous procedure.

Cisco Unity 8.x Tray Icon Is Missing from the Status Bar

To Manually Restore the Cisco Unity Tray Icon


Step 1 Browse to the CommServer directory.

Step 2 Run AvCsTrayStatus.exe. The tray icon will be restored.


Cisco Unity Administrator or Status Monitor Pages Cannot Be Opened or Have Been Defaced in Cisco Unity 8.x

Cisco Unity Administrator Page Cannot Be Accessed After an Upgrade

The following error message may appear after a Cisco Unity upgrade, or application of a Microsoft service pack.

Error Message    Access Denied. Your browser must have cookies enabled to access the 
Unity web pages.

Explanation    This error can occur if cookies are not enabled, or if the Cisco Unity server name contains unsupported DNS characters.

Recommended Action    Do the following "To Enable Cookies on the Cisco Unity Server and Confirm the Server Name" procedure.

To Enable Cookies on the Cisco Unity Server and Confirm the Server Name


Step 1 In Internet Explorer, click Tools > Internet Options.

Step 2 On the Privacy Tab, Under the Security options for Intranet, confirm that the Settings slide bar is not set to Block All Cookies.

Step 3 In Internet Explorer, click Help > About Internet Explorer. Confirm that the version is 6.0 and that SP1 is installed.

With SP1, all ASP cookies are blocked if the server name contains non-DNS supported characters, such as an underscore.

Step 4 On the desktop, right-click My Computer, then click Properties.

Step 5 On the Network Identification tab, confirm that the computer name contains only DNS-supported characters. Note that DNS-supported characters include A through Z, a through z, and 0 through 9. The underscore is not supported. If your server name contains non-DNS-supported characters, change the server name to use only DNS-supported characters.


Viruses and Hacker Attacks

Viruses and attacks from hackers can cause the Cisco Unity Administrator or Status Monitor pages to be defaced or to become unusable. You can restore these pages by doing one of the following:

Run the Cisco Unity install again. See the applicable Installation Guide for Cisco Unity, available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/prod_installation_guides_list.html.

Manually restore the applicable files from the Cisco Unity discs by using the following "To Manually Restore the Cisco Unity Administrator or Status Monitor Pages" procedure.

To Manually Restore the Cisco Unity Administrator or Status Monitor Pages

For information on restoring defaced or unusable Cisco Personal Communications Assistant (PCA) pages, see the "Subscribers Cannot Access Cisco Personal Communications Assistant Pages in Cisco Unity 8.x" section.


Step 1 From Cisco Unity Disc 1, copy the Web directory to the CommServer directory on the Cisco Unity server. In the Confirm Folder Replace window, click Yes to All.

Step 2 For US English, from Cisco Unity Disc 1, copy the Localize\Web directory to the CommServer directory on the Cisco Unity server. In the Confirm Folder Replace window, click Yes to All.

Step 3 For each additional language, locate the Cisco Unity disc on which the language files are stored. Repeat Step 2. In the Confirm Folder Replace window, click Yes to All.