Cisco Unity 7.0 Error: "8004010f /web/common/include/saconstinc.asp,- 122"

Document ID: 111503

Updated: Dec 23, 2011

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Problem

Introduction

When you navigate to Cisco Unity System Administrator (SA) and click the Subscribers link, this error message appears.

Error: 8004010f/web/common/include/saconstinc.asp,- 122

This document provides information on how to troubleshoot this issue.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unity 7.0(2) integrated with IBM Lotus Domino.

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

After a new installation of Cisco Unity with IBM Lotus Domino, a page is displayed that contains an error message when you open the Cisco Unity System Administrator (SA) and click the Subscribers link:

Error: 8004010f /web/common/include/saconstinc.asp,-122

You can also see this error in the Application Log in Event Viewer:

Event Type: Error
Event Source: CiscoUnity_UMR
Event Category: UMR Thread Error
Event ID: 137
Description:
Attempts to deliver Unity Message Repository messages 
have failed due to Unity configuration or connectivity 
issues with the Partner Mail Server.
AvUMRSyncSvr will suspend message delivery for 300 s

At this point, Cisco Unity is not able to deliver messages because a mail file for the default user Unity Messaging was not created during Message Store Configuration Wizard (MSCW), which is one of the wizards launched from the Cisco Unity Installation and Configuration Assistant (CUICA). In fact, MSCW failed to create mail files for all three default users viz., Example Administrator, Unity Messaging, and UnityBroadcast [UnityServerName]. If you look in the Domino Administrator, you see these users listed in the Domino Directory, but when you open their Person documents, the Mail Server and Mail File fields are empty, and their mail files are not on the Domino server. The default users must have mail files in order for Cisco Unity to function properly.

This problem has been observed on these configurations:

Cisco Unity 5.0(1) partnered with a Domino 8.0.1 server running on Novell SUSE Linux Enterprise Server (SLES) 10
Cisco Unity 7.0(2) partnered with a Domino 8.5 server running Windows, and there are no earlier versions of Domino in the Domino domain

However, the problem could exist in other versions of Cisco Unity, Domino, and Domino Unified Communications (DUC).

In Cisco Unity 7.0(2) and later, if there are any errors during the creation of the default users, MSCW is supposed to display an error message and fail. CUICA will not allow you to continue with the setup until MSCW runs successfully. However, MSCW may not detect all error conditions that cause the creation of the mail files for the default accounts to fail, and MSCW 7.0(2) may complete without displaying an error message.

Solution

The issue is documented by Cisco Bug ID CSCsr92707 (registered customers only) . Refer to this Bug for a possible workaround and fix.

Before you proceed to the steps in order to resolve the issue, verify this information:

Ensure that the Notes client was successfully installed and configured on the Cisco Unity server
Verify that the Domino server have the UnityServers group listed

If the Notes client was successfully installed and configured on the Cisco Unity server prior to launching CUICA, there are several known reasons why MSCW can fail to create mail files for the default users:

The UnityServers group does not have permission to create databases and templates in Domino. This issue is documented by Cisco Bug ID CSCsj57016 (registered customers only) .
The mail file template that MSCW uses to create the mail files for the default users does not exist on the Domino server with which Cisco Unity is partnered. This can happen in a Domino 8.5 configuration where the only mail template on the partner server is mail85.ntf.
The network connection with Domino is very slow, and MSCW hits a timeout period while attempting to create the default users.

After you verify the previous steps, complete these steps in order to resolve the issue:

Delete these accounts from Domino:
- Example Administrator
- Unity Messaging
- UnityBroadcast [UnityServerName]
The mail file template that Message Store Configuration Wizard (MSCW) uses to create the mail files for the default users does not exist on the Domino server with which Cisco Unity is partnered. So, you need to add a mail file template Registry Key to the Cisco Unity Server.

Complete these steps in order to create a mail file template.
1. On the Cisco Unity server, choose Start > Run and type regedit.
2. Expand this key: HKEY_LOCAL_MACHINE > SOFTWARE > Active Voice > Directory Connectors > DirSynchDomino > 1.00 .
3. Add a new String value called MailFileTmplt.
4. Double-click MailFileTmplt. In the value data field, enter the name of a mail template that is available on the Domino partner server.
  
  For Domino 8.5 configuration, the only mail template on the partner server is mail85.ntf, so enter that value.
5. Click OK, and close regedit.
Now run the Message Store Configuration Wizard (MSCW) again.
Navigate to the subscriber table in UnityDb, and find the subscriber type for the EAdmin user.
Verifiy that EAdmin had SubscriberType = 3.

Note: By default, the SubscriberType would be set for an ID of 1 for Exchange users, and should be 3 for Domino. If SubscriberType = 1, change the ID to 3 in the subscribers table.

Note: After these steps, you are able to log into Unity SA page and able to open the subscribers section without any issues.