Cisco Unity

Document ID: 109455

PDF Downloads Cisco Unity Event Log Errors

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Introduction

This document provides information related to some of the common Event Viewer messages generated on a Cisco Unity server.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unity 4.0(5).

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.

Error: Cisco Unity's Phrase Server Manager experienced a serious error.

When you try to access your Cisco Unity mailbox, the language ENU is loaded even though it is not installed. As a result, this error message appears in the Cisco Unity Event Viewer:

Event Type:	Error
Event Source:	CiscoUnity_PhraseServer
Event Category:	Error 
Event ID:	10025
Date:		7/17/2008
Time:		8:40:25 AM
User:		N/A
Computer:	GBRIPTUVM01
Description:
Cisco Unity's Phrase Server Manager experienced a serious error.

EXPLANATION:
The specified language is not loaded. Verify that the specified language is
installed and that you are licensed for multiple languages.

In this scenario, Cisco Unity SA cannot display the language setting correctly. Launch Cisco Unity SA in order to open the Default Subscriber Template or Default Administrator Template. Choose Conversation, and the language displayed is possibly wrong. Because the language stored in the database is ENU in this case and it is not one of the TUI languages loade , Cisco Unity SA cannot display the language that is not one of the TUI languages loaded. The language displayed by SA is the default TUI language, which is wrong because the Phrase Server Manager tried to first load ENU and when it failed, the default TUI language was loaded.

Solution

In order to fix this problem, the administrator has to modify the language settings manually for theDefault Subscriber Template, Default Administrator Template, and any subscriber that require fix up. These are the steps to manually modify the language settings:

1. Go to Cisco Unity System Administrator and choose Default Subscriber Template.

2. Go to Conversation and change the Language setting to the language you want. If the language displayed is the one you want already, change any other field and then restore it back to the original setting so that the Save button is enabled even though actually nothing is changed. For example, change Time Format from System default to 12 hour clock and then change it to System default.

3. Click Save in order to save the data. Whichever language shown on the conversation screen is written to the database at this time and therefore, it fixes the issue.

4. For the EAdmin account and Default Administrator Template, which includes all the ones derived from it, choose Messages > Language that Callers Hear and change the language setting to the language you want. If the language displayed is the one you want already, change any other field and then restore it back to the original setting so that the Save button is enabled even though actually nothing is changed.

   Click Save in order to save the data.

For subscribers, the administrator can also use Cisco Unity BulkEdit utility in order to change the language settings. Complete these steps:

1. From the Cisco Unity Tool Depot, choose Administration Tools, and launch the BulkEdit utility.

2. Choose Subscribers and click Next.

3. Choose the subscribers for which you want to change the language setting. Then click Add Subscribers to Grid and click Next.

4. Choose the Profile tab. Set Change default language subscriber hears to to the default TUI language or any TUI language loaded. This configures the Conversation > Language.

   For Administrator accounts and EAdmin account only, also set the Change default language callers hear to to the default TUI language or any TUI language loaded. This configures Messages > Language that callers hear.

5. Click Next.

6. Click Update Subscribers.

   Click OK for the message that is displayed.

7. Click Cancel in order to skip the log and then click Exit.

Error: AvPhrase::Make Make Failed 0x80070057

With Cisco Unity 4.0, when the AutoAttendant number calls on Cisco Unity and enters some Caller input, the call gets disconnected after the failsafe cannot complete your call as dialed error message is heard. Also these error messages appear in the Cisco Unity Event Viewer:

Event Type:        Error
Event Source:      CiscoUnity_PhraseServer
Event Category:    Error
Event ID:          10002
Date:              2009/02/25
Time:              11:38:30
User:              N/A
Computer:          UNITY1
Description:       
AvPhrase::Make Make Failed 0x80070057

Event Type:	Error
Event Source:	CiscoUnity_PHGreeting
Event Category:	(7)
Event ID:	437
Date:		2/26/2009
Time:		1:08:11 PM
User:		N/A
Computer:	UNITY1
Description:
The description for Event ID ( 437 ) in Source ( CiscoUnity_PHGreeting )
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: () greeting for call handler id[] with alias[openinggreetingch].,
0x80070057, 1169,
H:\Views\CUESB2_view\un_Conv1\Scripted\ConvSub\PHGreeting.cpp,

This issue is documented by Cisco Bug ID CSCed75076 (registered customers only) .

The problem occurs when the FullMailbox feature is enabled on Cisco Unity. The registry key is HK_LocalMachine\SOFTWARE\Active Voice\Conversations\1.0\Greetings\.

The key name is FullSubMBoxChkForOutsideCaller and if the key is set to 1, then this feature is enabled. This feature is disabled by default, and the key is missing by default.

Solution

The issue is fixed in Cisco Unity 4.0(4). The workaround is to check and modify this registry in the Cisco Unity server: \\HKLM\Software\Active Voice\Conversations\1.0\Greetings\FullSubMBoxChkForOutsideCaller. Set this key value to 0 in order to give a workaround to the problem, but you need to upgrade to the latest Cisco Unity release in order to fix the problem.

Possible infinite loop detected in method AvCDEConvBase

This error message appears on the Event Log in the Cisco Unity server.

Event Type:        Error
Event Source:      CiscoUnity_ConvMsg
Event Category:    Error
Event ID:          10025
Date:              2010/03/17
Time:              22:10:11
User:              N/A
Computer:          XYZ
Description:       
Possible infinite loop detected in method AvCDEConvBase::Run of conversation
[PHGreeting]; Object =  03:{F08A5B3E-447D-41F3-86DA-B9742E8CFD76}.  Using
Failsafe conversation.

Solution

This is a cosmetic issue only.

Complete these steps in order to resolve the issue:

1. Choose CommServer > Utilities > DatabaseExplorer and open UnityDBViewer.exe, which is the Cisco Unity Data Link Explorer, in order to locate the object that caught the loop.

2. In Cisco Unity Data Link Explorer, choose View > Query Builder.

3. Run this query and replace the @GUID in the example with the one in the event log message:

   SELECT Alias, DTMFAccessId
   FROM vw_CallHandler
   WHERE CallHandlerObjectId = '{2FDE35F3-4046-4FAF-BE08-5382D069F39A}'

Message server goes offline

When you open DCGC Reconnect Settings tool on Tools Depot on Unity 4.0, the Configuration database not found on local system - please contact TAC for assistance. error message appears.

When you press the message button, it shows message server is offline and the messages go to MTA folder.

A force reconnect for global catalog server was done. This message appears on the Event Log in the Cisco Unity server.

Event Type:    Information
Event Source:          CiscoUnity_DSGC
Event Category:        Info 
Event ID:              1042
Date:                  8/01/2011
Time:                  5:42:47 p.m.
User:                  N/A
Computer:              PSUNITY01
Description:
The Cisco Unity service that monitors the global catalog (AvDSGlobalCatalog)
will use the global catalog server PSVMDC03.ps.ad.parliament.govt.nz for synchronizing
with the global catalog. The service is switching to the new global catalog server because
it failed connecting to PSVMDC04.ps.ad.parliament.govt.nz 0 consecutive times. The
AvDSGlobalCatalog will begin a full a synchronization with this server in 0 hour(s), 15
minute(s).

Solution

Complese these steps in order to resolve this issue:

1. Enable the Disable Server Status Check. Navigate to the registry key HKLM > Software > Active Voice > Avwm > Disable Server Status Check and set the value to 1.

2. Restart theCisco Unity services.

   After you complete these steps, the MTA folder is cleared out and you are able to listen to the new messages.

User unable to create reports

Reports fail when you try create a Cisco Unity report and this message appears in the report diagonstic file.

14:50:38:772 **NOT FORMATTED**,AvDiagnostics_MC,20004,3940,-1,,-1,-1,1,RUNREP,0x80004005

14:50:38:773 (CiscoUnity_RepMgr,20004,-1,-1) [Thread 3940] Error in Report Manager while running report with ReportID:1, during RUNREP, error code 0x80004005

Solution

This issue occurs due to Cisco bug ID CSCeb82281 (registered customers only) .

If the directory in which Cisco Unity is installed contains a space, there is a workaround which can prevent reports from failing. If the directory in which Cisco Unity is installed does not contain a space, then an upgrade to Cisco Unity 4.2(1) or later is recommended. An updated version of Crystal Reports was incorporated into Cisco Unity 4.2(1), and a number of reports defects were fixed.

If the directory in which Cisco Unity is installed contains a space:

1. Issue the dir /X command in order to obtain the full short name path for the directory in which Cisco Unity is installed. See the next steps for details on how to obtain the full short name path.

2. Open regedit.

3. Go to HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\AvRepMgr\1.0.

4. Double-click the Output Path value. The Edit String dialog box is displayed.

5. In the Value Data field, enter the full short name path to the Reports directory and click OK. For example, change D:\Program Files\Cisco Unity\Reports\ to D:\PROGRA~1\CISCOU~1\Reports\.

6. Double-click the RPT Path value. The Edit String dialog box is displayed.

7. In the Value Data field, enter the full short name path to the CrystalReports directory and click OK. For example, change D:\Program Files\Cisco Unity\CrystalReports\ to D:\PROGRA~1\CISCOU~1\CrystalReports\.

8. Close regedit.

To Obtain the Full Short Name Path:

The easiest way to explain is by example. If Cisco Unity is installed in D:\Program Files\Cisco Unity, then the full short name might be D:\PROGRA~1\CISCOU~1.

1. Open a command prompt window and enter d: in order to change to the D drive.

2. Enter dir /X in order to obtain the short name of the Program Files directory.

3. Enter cd "Program Files" in order to change to the Program Files directory.

4. Enter dir /X in order to obtain the short name of the Cisco Unity directory.

   Note that the full short name path for your installation can be different from this example.

Error:Repdir Fatal Error File

After the Cisco Unity report is cancelled, the Status Monitor does not display any report. The Application Log displays with this error:

Event Type:	Error
Event Source:	CiscoUnity_RepDir
Event Category:	(62000)
Event ID:	10001
Date:		3/31/2005
Time:		9:44:05 AM
User:		N/A
Computer:	abcd
Description:
REPDIR FATAL ERROR FILE
e:\views\cs_ue4.0.3.159\un_Reports\ReportDirector\AvRepDirSvrSvc\AvRepDir.cp
p LINE 1715 VALUE 0x80004005

Solution

This issue is documented in Cisco Bug ID CSCsa81987 (registered customers only) . Use this workaround in order to resolve the issue.

If possible, do not cancel any reports. But, if it does not complete after an inordinate amount of time, cancel it and use these steps:

1. Ignore any unexpected behavior when a report has been cancelled.

2. Restart the AvRepDirSvrSvc in order to clear up any resources that may still be dedicated to the cancelled report.

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