Cisco Unity

Document ID: 41104

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
Cannot Access Cisco Unity Server Using Web Interface
Unable to Access the Unity SA Due to Too Many Active Sessions
Cannot Open/Access Unity SA Web after Windows 2003 Server, Service Pack 1 is Applied
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Related Information

Introduction

This document addresses the problem of users that are unable to access Cisco Unity System Administrator (SA) or Account Administrator (AA) web pages and the solution used to fix this problem.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on these software and hardware versions:

• Cisco Unity 3.1 and later with Microsoft Exchange 5.5 or Exchange 2000

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

This problem is first noticed when you try to open a web page for SA or AA and you receive this error:

Access denied 
Your Windows Domain Account [HMUNITY\Administrator] is not associated with 
a Unity Subscriber. 

You cannot access the Unity System Administration web pages.

In addition, you also see these two errors on Windows 2000 application event logs:

Additional errors on Application Event logs: 

Event Type:      Error 
Event Source:    AvCsServices_MC 
Event Category:  Error 
Event ID:        1102 
Date:            12/2/2002 
Time:            2:55:50 PM 
User:            N/A 
Computer:        UNITYDC 
Description: 
Gateway: The call to Directory::FindByDomainAndName failed with [0x800706BA] 
for the NT account: [HMUNITY\Administrator] 

Event Type:      Error 
Event Source:    AvCsServices_MC 
Event Category:  Error 
Event ID:        1100 
Date:            12/2/2002 
Time:            2:55:50 PM 
User:            N/A 
Computer:        UNITYDC 
Description: 
Gateway: Error [0x800706BA] retrieving mailboxes associated with NT account: 
[HMUNITY\Administrator]

The cause of this problem is associated with Cisco Unity losing connection to the Domain Controller (DC) or Global Catalog (GC) that it is connected to in an Active Directory (AD) environment. Even after the network connection to the DC or GC is restored, users are still unable to open SA.

Solution

Complete these steps to fix this problem.

1. Stop Cisco Unity from the tray icon.

2. Stop the AvCsGateway service. In order to do this select Start > Programs > Administrative Tools and then restart the service.

3. Restart Cisco Unity from the system tray icon.

Cannot Access Cisco Unity Server Using Web Interface

The Cisco Unity server cannot be accessed through a web interface even from the server, but it can be accessed using the remote desktop application. This can be because the Internet Information Service (IIS) does not function properly.

As a solution you can reset the IIS. In order to reset the IIS on the Cisco Unity Server, open the command prompt on the Cisco Unity server and issue the iisreset command. This makes the IIS stop for a period of time. When the IIS re-starts, you are able to access Cisco Unity from the web interface.

Note: If you are unable to access the Cisco Unity SA Web Page using Internet Explorer (IE), it could be due to the IE Enhanced security features. While you access Cisco Unity web pages from a Windows 2003 server, the Cisco Unity server must be added to the Trusted Site List. This is required due to the enhanced security features in Windows 2003. This is located under Tools > Internet Options > Security > Trusted Sites > Sites. Then click Add in order to add the web site to the zone.

Unable to Access the Unity SA Due to Too Many Active Sessions

Access to the Unity System Administrator fails and this error message displays:

There are too many active sessions. Please try again later.
Please see your system administrator for more details.

As a workaround you can set the registry key value of HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\SystemParameters\1.0\SaSessions to a higher number. The default registry key value is set to 5. This key controls how many active sessions the Unity SA can have simultaneously. All the active sessions are used up because the SA fails to log off the session correctly. Keep in mind that this also allows remote users to open more SA sessions. This potentially causes performance issues with the Cisco Unity server. In order to edit the registry values, choose Start > Run and type Regedit. Restart the WWW service in order to make the changes take effect.

Note: You must use Regedit with extreme caution when you use it to change registry values. Missing or incorrect values in the registry can make the Windows installation unusable.

Cannot Open/Access Unity SA Web after Windows 2003 Server, Service Pack 1 is Applied

Access to the Unity System Administrator fails and this error message displays:

Server.CreateObject(AvSaLocalization.AvSaLocalization.1) failed.
This is most likely an error with a DLL, probably AvSaLocalizationSvr.dll 
or perhaps AvSaLocaleInfoSvr.dll. Check that these files are present, and 
registered with REGSVR32.Also be sure that the appropriate MsgStoreRes.dll 
file is present.Cannot continue. (From: Global.asa: hr=0x80070005)

Complete these steps in order to solve this problem:

1. Search the Cisco Unity server for these files:

   • AvSaLocalizationSvr.dll

   • AvSaLocaleInfoSvr.dll

2. Choose Start > Run, and type cmd. Press Enter.

3. CD to the directory where the AvSaLocalizationSvr.dll file is located. At the prompt, type regsvr32 AvSaLocalizationSvr.dll. Press Enter.

4. CD to the directory where the AvSaLocaleInfoSvr.dll file is located. At the prompt, type regsvr32 AvSaLocaleInfoSvr.dll. Press Enter.

   Note: For each register attempt, a pop-up message indicates that the .dll registered successfully.

5. Now, update three DCOM configuration entries in Component Services. Choose Start > Programs > Administrative Tools > Component Services.

6. Expand Component Services > Computers > My Computer > DCOM Config.

7. On the right side pane, right click on AvLic (or whatever your CLSID represents) and choose Properties.

8. Go to the Security tab.

9. Under Launch Permissions, choose Customize and go to the Edit tab.

10. Add Everyone and click to enable Local Activation and Local Launch.

11. Click Apply.

12. Click OK to exit.

13. Perform these steps for the AvCsGateway and AvDsGlobalCatalog services as well. It might be necessary to restart the IIS service after you perform these changes.

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