Cisco Unity

Document ID: 111648

PDF Downloads Unity 7.x System Administrator Web Issues

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Introduction

This document describes how to troubleshoot Cisco Unity 7.x System Administrator (SA) web issues.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on Cisco Unity 7.x.

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.

Unable to Access Cisco Unity Web/Sa

When a user attempts to browse to http://local host/Web/SA/ from the subscriber workstation, the page does not launch. However, a user can successfully launch the page from the Unity server.

Solution

The issue occurs in Cisco Unity 7.0(2). This version of Unity is not able to access the web admin page from subscriber workstation. Complete these steps in order to resolve the issue:

1. Open IIS Manager on the Unity server.

2. Right-click Properties on the Default Web Site.

3. Go to the Home Directory tab.

4. Click Configuration under the Application Settings section.

5. Go to the Option tab.

6. Check Enable parent paths.

   

7. Click OK two times and then restart the default Web Site.

Error: Microsoft IIS error 0x80004005 (E_FAIL) occured when attempting to use requested language [no].

When accessing the Cisco Unity Admin web page, this error occurs:

Microsoft IIS error 0x80004005 (AFL) occurred 
when attempting to use requested language [no].

This may indicate that the Cisco Unity server 
does not have the requested language loaded.

Please see your Cisco Unity system administrator for more details.

This issue can be caused when the host PC's browser requests a language that is not installed in the Cisco Unity server.

Solution

In order to resolve this issue, perform these steps:

1. Log in to the Cisco Unity server and open the browser (for example, Internet Explorer).

2. Navigate to View > Encoding.

3. Select the requested language.

4. This action will prompt you to install the language. In order to install the language, you will need to insert the Windows OS installation CD for Unity.

Note: You can also try accessing the SA web page on a different PC using the same account. You can do this in order to check if this is a permissions issue or a local PC issue.

Note: If the issue could not be resolved by performing these steps, set the language for the client PC to the language used in the Cisco Unity server. In order to do this, perform the procedure in the Set language for the Client's PC section.

Set language for the Client's PC

Perform these steps in order to set the language for the Client PC to the one used in Cisco Unity server.

1. Open the browser (for example, Internet Explorer).

2. Click the Tools button, and then click Internet Options.

3. Go to the General tab and then click Languages.

4. In the Language Preference dialog box, click Add.

5. In the Add Language dialog box, select a language that is set for the Cisco Unity server from the list, and then click OK.

6. Click Ok twice.

A Blank Page Appears after you Press the Messages Button or Alternate Extensions

After a user logs into Cisco Unity and presses the Messages link in the navigation pane, a blank page appears.

Or

After a change has been made to the password on the account that Cisco Unity Message Store Services log on as (typically UnityMsgStoreSvc), Cisco Unity may display a DCOM error and fail to display the Alternate Extensions page for subscribers when administrators attempt to browse to this page in the Cisco Unity Administrator. When you access the alternate extension or messages page, this error is generated in the system event log:

Event Type:Error
 Event Source:DCOM
 Event Category:None
 Event ID:10004
 User:N/A
 Computer:UNITY50PRI
 Description:
 DCOM got error "Logon failure: unknown user name or bad password. " and was 
unable to logon DOMAIN\UnityMsgStoreSvc in order to run the server:
 {70722675-CFCA-42F9-98E6-74F6E7AD042A}

This issue is documented by Cisco bug ID CSCsl17919 (registered customers only) .

Solution

Perform these steps in order to resolve the issue:

1. On the Cisco Unity server, go to Start > Programs > Administrative Tools > Component Services.

2. In the left pane, navigate to Component Services > Computers > My Computer > COM+ Applications > Cisco Unity.

3. Right-click Cisco Unity, and choose Properties.

4. In the Identity tab, make sure that you have the UnityMsgStoreSvc option in use, and enter the correct password for the account. Click OK.

5. Right-click Cisco Unity again, choose Shut Down, and then choose Start in order to restart the Cisco Unity service.

6. Open a command prompt and type in iisreset and press Enter. This command resets the Windows IIS service.

If the problem persists, perform these steps:

1. On the Cisco Unity server, go to Start > Programs > Administrative Tools > Component Services.

2. In the left pane, navigate to Component Services > Computers > My Computer > COM+ Applications > Com + Utilities and expand components.

3. Make sure the AvMiuAdm.AvMuiAdmScript.1 object is present.

4. If it is present, open a command prompt and type cmd regsvr32 x:\CommServer\Components\AvMiuAdmSvr.dll. A prompt displays that indicates it registered successfully.

   Note: The commserver folder is located on the x drive.

If the issue still exists, then right-click on the AvMiuAdm.AvMiuAdmScript.1 object. Disable the AvMiuAdm.AvMiuAdmScript.1 object and enable it again.

Unable to Add New Subscribers to Cisco Unity

This error appears when a user tries to add new subscribers to Cisco Unity:

Lookup of default Mailbox Home Server failed.

This may indicate that the default mailstore value in 
Unity is not configured correctly.
If changes were made to the Exchange server, the Unity 
Message Store Configuration Wizard
may need to be re-run.

Please see your Cisco Unity system administrator for more details.

Solution

This error appears if you have a newer Engineering Special installed that patches some of the files.

In order to resolve this issue go to the Control Panel and run the Message Store Configuration Wizard on the primary server. Then set the Exchange server as partner again.

Error: New Session Failed

When trying to log in to the Cisco Unity Web SA, this error message is received:

HTTP/1.1 New Session Failed

Solution

This issue can occur if you are using an Antivirus software which is not supported as per the document Supported Hardware and Software, and Support Policies for Cisco Unity Release 5.x.

Error: Page cannot be displayed

When a user tries to use Microsoft Office Outlook Web Access or view a webpage that is hosted on the server, the user receives this error message:

The page cannot be displayed. The page you are looking for is currently 
unavailable. The Web site might be experiencing technical difficulties, or you 
may need to adjust your browser settings. Cannot find server or DNS Error.

OR

When you view the Httperr.log file, you see multiple occurrences of entries that resemble Number_Connections_refused.

Solution

This issue occurs if less than 20 megabytes (MB) of nonpaged pool memory is available on the server. When less than 20 MB of nonpaged pool memory is available, the Http.sys kernel mode driver stops accepting new connections. In order to resolve this issue, add the EnableAggressiveMemoryUsage registry entry to the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\HTTP\Parameters registry subkey. Then, set the EnableAggressiveMemoryUsage registry entry to 1.

Complete these steps:

1. Go to Start > Run, enter regedit, and click OK.

2. Choose the HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\HTTP\Parameters registry subkey.

3. Go to Edit > New, and click the DWORD Value.

4. Enter EnableAggressiveMemoryUsage, and press ENTER.

5. Go to Edit > Modify.

6. Enter 1 in the Value data box, and click OK.

7. Go to File > Exit in order to exit the Registry Editor.

8. In order to restart the HTTP service, complete these steps:

   1. Go to Start > Run, enter cmd, and click OK.

   2. At the command prompt, enter net stop http /y, and press ENTER.

   3. At the command prompt, enter iisreset /restart, and press ENTER.

You can also refer to Microsoft KB934878 for more details.

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