Contents

• Troubleshooting
• IM and Presence user phone presence problems
• Real-Time Monitoring Tool alert for Cisco SIP proxy service
• Cannot find upgrade file on remote server
• Upgrade file checksum values do not match
• Database replication did not complete
• Cisco UP Presence Engine database does not restart
• Version errors
• Failed refresh upgrade
• Cancelled or failed upgrade

Troubleshooting

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The following chapter contains troubleshooting information about the IM and Presence Service.

• IM and Presence user phone presence problems
• Real-Time Monitoring Tool alert for Cisco SIP proxy service
• Cannot find upgrade file on remote server
• Upgrade file checksum values do not match
• Database replication did not complete
• Cisco UP Presence Engine database does not restart
• Version errors
• Failed refresh upgrade
• Cancelled or failed upgrade

IM and Presence user phone presence problems

Problem    After an IM and Presence server upgrade, when all activated feature services and network services are started, IM and Presence phone presence from users is delayed or slow to update.

Solution    You must restart the Cisco SIP Proxy service. In Cisco Unified IM and Presence Serviceability, select Tools > Control Center - Features Services.

Real-Time Monitoring Tool alert for Cisco SIP proxy service

Problem    After an IM and Presence server upgrade, when all activated feature services and network services are started, a Real-Time Monitoring Tool CoreDumpFileFound alert was generated for the Cisco SIP Proxy service.

Solution    You must restart the Cisco SIP Proxy service. In Cisco Unified IM and Presence Serviceability, select Tools > Control Center - Features Services.

Cannot find upgrade file on remote server

Problem    You cannot find the upgrade file on the remote server.

Solution    If the upgrade file is located on a Linux or Unix server, you must enter a forward slash at the beginning of the directory path that you want to specify. For example, if the upgrade file is in the patches directory, you must enter /patches. If the upgrade file is located on a Windows server, check with your system administrator for the correct directory path.

Upgrade file checksum values do not match

Problem    The checksum value of the upgrade file does not match the checksum indicated on Cisco.com.

Solution    The two checksum values must match to ensure the authenticity and integrity of the upgrade file. If the checksum values do not match, download a fresh version of the file from Cisco.com and try the upgrade again.

Database replication did not complete

Problem    After an upgrade, database replication did not complete and the result of the command utils dbreplication runtimestate was not 2.

Solution    After a successful upgrade and switch version to the new software, database replication should take place automatically. During this time core services on the subscriber nodes will not start. Database replication in large deployments can take several hours to complete. If, after several hours, the utils dbreplication runtimestate command shows that database replication did not complete, you need to reset the database replication. Run the following command on the publisher node: utils dbreplication reset all

Cisco UP Presence Engine database does not restart

Problem    After you switch back to Cisco Unified Presence Release 8.6(3) or an earlier software version, the Cisco UP Presence Engine database does not restart.

Solution    Ensure that you installed the required COP file, ciscocm.cup.pe_db_install.cop, on every node in the cluster after you switched back to Cisco Unified Presence Release 8.6(3), or earlier.

Version errors

Selected upgrade is disallowed from the current version

Problem: During a refresh upgrade, the following error is reported: Error encountered: The selected upgrade is disallowed from the current version.

Solution: You did not install the required COP file on the node. Download the following COP file from Cisco.com: ciscocm.cup.refresh_upgrade_v<latest_version>.cop. Restart the server. Install the COP file on every node in the cluster before you attempt the refresh upgrade again.

Failed refresh upgrade

Problem    A refresh upgrade failed.

Solution    Restart the system, it should reboot to the software version that was running before you attempted the refresh upgrade. If you cannot access the system, you must use the Recovery CD to recover the node.

Cancelled or failed upgrade

If you cancel an upgrade at any stage, or if an upgrade fails, you must reboot the IM and Presence server before you attempt another upgrade.