Cisco Unity Express VoiceMail and Auto Attendant CLI Administrator Guide for 3.0 and Later Versions
Troubleshooting
Downloads: This chapterpdf (PDF - 264.0KB) The complete bookPDF (PDF - 11.9MB) | Feedback

Troubleshooting

Table Of Contents

Troubleshooting

Troubleshooting Guidelines

System Reports

Log Files

Users and Groups

Hardware and Software

Rebooting the System

Setting Daylight Savings Time

Communicating Between Components

Online Insertion and Removal (OIR)

Saving and Viewing Log Files

Saving Configuration Changes

Voice Mail

Message Waiting Indicators (MWIs) (Cisco Unified CME Only)

Auto-Attendant Prompts

Checking Log and Trace Files

Troubleshooting Commands


Troubleshooting


This chapter provides information on troubleshooting and contains the following sections:

Troubleshooting Guidelines

Troubleshooting Commands

Also check Cisco Unity Express Installation and Upgrade Guide in case system limitations are involved in the problem under consideration.


Tip Bookmark the Cisco Unity Express documentation home page for easy access to all the documents. Print out and have available the documentation for these Ongoing and As-Needed tasks.


Troubleshooting Guidelines

The following sections provide information and suggestions for troubleshooting the Cisco Unity Express configuration and applications:

System Reports

Log Files

Users and Groups

Hardware and Software

Voice Mail

Message Waiting Indicators (MWIs) (Cisco Unified CME Only)

Auto-Attendant Prompts


Tip The Cisco Technical Support & Documentation website contains thousands of pages of searchable technical content, including links to products, technologies, solutions, technical tips, and tools. Registered Cisco.com users can log in from this page to access even more content.


System Reports

Cisco Unity Express provides the following system reports in both the graphical user interface (GUI) and the command-line interface (CLI):

Mailbox and message statistics

Mailbox size monitoring

Backup and restore history

System hardware parameters

Memory and CPU usage (CLI only)

Call history

Log Files

Symptom: I cannot display log files in the GUI.

Explanation    Log files are kept for error reporting and troubleshooting. The GUI does not have access to system error messages.

Recommended Action   

Use the CLI to display log files.

Users and Groups

Symptom: I cannot get in to the GUI.

Explanation    You forgot to enter a system administrator during the initialization wizard.

Recommended Action    Use the administrator login ID created during the post-installation procedure or create an administrator login ID using the following CLI commands, starting in Cisco Unity Express EXEC mode, where user-id is the user ID and password is the subscriber's password:

a. cue-10-0-0-0# username user-id create

b. cue-10-0-0-0# username user-id password password

c. cue-10-0-0-0# config t

d. cue-10-0-0-0(config)# groupname Administrators member user-id

Symptom: I need to recover a user's password or personal identification number (PIN).

Explanation    The subscriber has forgotten the password or PIN.

Recommended Action    For security reasons, passwords and PINs are not displayed on the screen or printed out. You must create a new password or PIN and give that new code to the subscriber. See "Adding and Modifying a Group" for the commands to create a new password or PIN.

Hardware and Software

Rebooting the System

Symptom: Is it necessary to reboot the router when rebooting the Cisco Unity Express module?

Explanation    A reboot of the Cisco Unity Express module does not require a reboot of the router. The Cisco Unity Express module and the router can be rebooted independently of each other. However, if you reboot the router, no calls will reach the module until IP connectivity is reestablished between the router and the module.


Caution Always do a shutdown of the module before power-cycling the router to avoid data loss or file corruption. To perform a graceful shutdown of the Cisco Unity Express module, enter the service-module service-engine slot/port shutdown command.To perform a graceful shutdown of the enhanced Cisco Unity Express module, enter the service-module integrated service-engine slot/unit shutdown command.

Setting Daylight Savings Time

Symptom: I need to set daylight savings time.

Explanation    Cisco Unity Express sets daylight savings time automatically on the basis of the time zone, which is selected during the installation procedure or with the Administration > Network Time & Time Zone Settings GUI screen.

Communicating Between Components

Symptom: I cannot open a session in to the Cisco Unity Express module.

Explanation    The TTY line associated with the module is occupied.

Recommended Action    Use the service-module service-engine slot/port session clear command to clear the TTY line.

Symptom: I cannot change or remove the IP address or IP default-gateway configurations with the Cisco Unity Express CLI.

Explanation    The IP address and IP default-gateway configurations are controlled from the Cisco IOS software.

Recommended Action    Make the required changes from the service-engine interface.

Symptom: Service-module commands do not seem to take effect.

Explanation    The service-module status might not be steady state. RBCP configuration messages go through only when the service-module is in steady state.

Recommended Action    Use the service-module service-engine slot/port reload command to reload the Cisco Unity Express module.

Symptom: I cannot ping the internal address when using the IP unnumbered scheme.

Explanation    The IP route table is not correct.

Recommended Action    When using IP unnumbered, add a static route that points to the service-engine interface.

Symptom: I cannot set the speed of the terminal line from the router side or the Cisco Unity Express side.

Explanation    Cisco Unity Express does not have a CLI command to set the speed. The speed is set to 9600, 8-N-1 on both the Cisco Unified Communications Manager and Cisco Unity Express sides. Although Cisco IOS software allows you to change the speed settings, the changes do not take effect.

Online Insertion and Removal (OIR)

Symptom: I did an OIR of the Cisco Unity Express network module on my router but it does not seem to be working.

Explanation    Only the Cisco 3745 and 3845 routers support OIR. OIR is not available on the AIM.

Symptom: I did an OIR on the Cisco 3745. Now the Cisco Unity Express network module is not working.

Explanation    The Cisco Unity Express network module must be shutdown before OIR.

Recommended Action    OIR requires the following steps:

a. Shut down the service-engine interface.

b. Issue the service-module service-engine slot/port shutdown command.

c. Wait for confirmation that the network module has been shut down.

d. Proceed with the OIR.

Saving and Viewing Log Files

Symptom: I need to be able to store log files to a remote location.

Recommended Action    Log files are stored on the disk, which is the default location. You can configure Cisco Unity Express to store the log files to a separate server. Also, you can copy log files on the disk to a separate server if they need to be kept for history purposes, for example:

copy log filename.log url ftp://ftp-user-id:ftp-user-passwd@ftp-ip-address/directory
 
   
se-10-0-0-0# copy log messages.log url ftp://admin:voice@172.168.0.5/log_history
 
   

Symptom: I cannot display the contents of log files on the GUI.

Explanation    The GUI cannot display log files. Troubleshooting commands and files are available only through the CLI.

Recommended Action    Copy the log files from Cisco Unity Express to an external server and use a text editor, such as vi, to display the content.

Saving Configuration Changes

Symptom: I lost some configuration data when the GUI timer expired.

Explanation    You did not save the data while you were entering it.

Recommended Action    While making some configuration changes in the GUI, use the Apply icon to save your changes to the running configuration before the timer logs you out of the system. If the timer logs you out and you did not use the Apply icon, your changes are not saved.


Note The timer affects only the GUI, not the CLI.


Symptom: I lost configuration data when I rebooted the system.

Explanation    You did not save the data before the reboot.

Recommended Action    Perform a Save Configuration operation in the GUI or enter a copy running-config startup-config command in the CLI to copy your changes from the running configuration to the startup configuration. When Cisco Unity Express reboots, it reloads the startup configuration.


Note Voice-mail messages, which are considered application data and are saved directly to the disk, are preserved automatically in the startup configuration. (They should be backed up to preserve them on another server in case of a power outage or a new installation.) All other configuration changes require an explicit "save configuration" operation to preserve them in the startup configuration.


Voice Mail

Symptom: A subscriber received a message with an envelope that says "unknown caller."

Explanation    Cisco Unity Express has a Lightweight Directory Access Protocol (LDAP) directory with the names and extensions of the subscribers who have voice mailboxes. When a message comes in, Cisco Unity Express tries to match the caller's ID (name or extension) to an entry in the LDAP directory. If a match is found, the subscriber's name or extension is included in the message envelope.

If a subscriber is configured on the Cisco Unified CME or Cisco Unified Communications Manager platform but not in Cisco Unity Express, for example, Cisco Unity Express has no record of that subscriber in its directory and announces that caller as "unknown caller."

Recommended Action    You may want to synchronize the platform and Cisco Unity Express databases if some platform subscribers are not defined in the directory.

Message Waiting Indicators (MWIs) (Cisco Unified CME Only)

Symptom: After upgrading to a new version of Cisco Unity Express, the MWIs do not light up even when messages are left in the mailboxes.

Explanation    The upgrade procedure removed the IP address of the Session Initiation Protocol (SIP) subsystem.

Recommended Action    Reconfigure the SIP IP address to point to the Cisco Unified CME router.

Auto-Attendant Prompts

Symptom: The custom auto-attendant prompt is not working.

Recommended Action    Verify that the prompt format is CCITT G.711 u-law, 8kHz, 8-bit, Mono.

Checking Log and Trace Files

To check the log and trace files on the flash memory, use the show logs command in Cisco Unity Express EXEC mode.

show logs

Logging and tracing to flash memory is turned off by default. Executing the log trace command starts the log and trace functions immediately.

The command displays the atrace.log and messages.log files. Each file has a fixed length of 10 MB, and tracing or logging stops automatically when the file reaches this length. New files overwrite the old files.

Troubleshooting Commands

Table 24-1 lists Cisco Unity Express troubleshooting commands. Cisco technical support personnel may request that you run one or more of these commands when troubleshooting a problem. Cisco technical support personnel will provide additional information about the commands at that time.


Caution Some of these commands may impact performance of your system. We recommend that you do not use these commands unless directed to do so by Cisco Technical Support.

Table 24-1 Troubleshooting Commands 

Command
Purpose
Cisco Unity Express EXEC Mode
Cisco Unity Express Configuration Mode

log console monitor module all

Displays messages on the console.

Yes

log console {errors | info | warning}

Displays messages on the console.

Yes

log server address
{ip-address | hostname}

Configures an external server for storing log files.

Yes

show arp

Displays the Cisco Unity Express ARP table entries.

Yes

show crash buffer

Displays the most recent crash log.

Yes

show errors

Displays any errors reported in the messages log.

Yes

show exception

Displays any exceptions that are thrown out.

Yes

show interfaces

Displays all available interfaces.

Yes

show log name filename

Displays a specific log.

Yes

show logging

Displays the current active logging level.

Yes

show logs

Displays a list of log files.

Yes

show memory

Displays current Cisco Unity Express memory statistics.

Yes

show processes

Displays CPU or memory processes.

Yes

show software directory {downgrade | download}

Displays configured software information.

Yes

show software download server

Displays configured software information.

Yes

show software licenses

Displays configured software information.

Yes

show software packages

Displays configured software information.

Yes

show software versions [detail]

Displays configured software information.

Yes

show tech-support

Displays complete system information.

Yes

show trace

Do not use except by permission from Cisco Technical Support.

Yes

show version

Displays the version of all hardware components.

Yes

trace all

Do not use except by permission from Cisco Technical Support.

Yes

trace caff-sip all

Do not use except by permission from Cisco Technical Support.

Yes

trace ccn all

Do not use except by permission from Cisco Technical Support.

Yes

trace config-ccn all

Do not use except by permission from Cisco Technical Support.

Yes

trace configapi all

Do not use except by permission from Cisco Technical Support.

Yes

trace dbclient all

Do not use except by permission from Cisco Technical Support.

Yes

trace dns all

Do not use except by permission from Cisco Technical Support.

Yes

trace dns_cache all

Do not use except by permission from Cisco Technical Support.

Yes

trace entityManager all

Do not use except by permission from Cisco Technical Support.

Yes

trace imap all

Do not use except by permission from Cisco Technical Support.

Yes

trace management all

Do not use except by permission from Cisco Technical Support.

Yes

trace networking all

Do not use except by permission from Cisco Technical Support.

Yes

trace ntp all

Do not use except by permission from Cisco Technical Support.

Yes

trace smtpclient all

Do not use except by permission from Cisco Technical Support.

Yes

trace snmp all

Do not use except by permission from Cisco Technical Support.

Yes

trace superthread all

Do not use except by permission from Cisco Technical Support.

Yes

trace sysdb all

Do not use except by permission from Cisco Technical Support.

Yes

trace udppacer all

Do not use except by permission from Cisco Technical Support.

Yes

trace vmclient all

Do not use except by permission from Cisco Technical Support.

Yes

trace voicemail all

Do not use except by permission from Cisco Technical Support.

Yes

trace voiceview all

Do not use except by permission from Cisco Technical Support.

Yes

trace voiceview-ccn all

Do not use except by permission from Cisco Technical Support.

Yes

trace webInterface all

Do not use except by permission from Cisco Technical Support.

Yes