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CallManager Event Logs

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   Document ID: 17900

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Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Cisco CallManager-Specific Application Event Logs
DC Directory-Specific Application Events Logs
      An LDAP Client Issues a Request that Specifies a Control which is not Supported
      A Message for a Shadowing Agreement Which Does Not Exist is Received
Application Event Log Shows DHCP Error
Other Application Event Logs
      SQL Server Scheduled Job Failed
      The Collect Procedure for the ASP service in DLL "C:\WINNT\system32\aspperf.dll" Generated an Exception or Returns an Invalid Status
      The Cisco Tomcat Service Failed to Start
      The Description for Event ID (1) in Source (Cisco AVVID Alarm Service) Cannot be Found
The process 'C:\WINNT\System32\inetsrv\inetinfo.exe'(as user NTAUTHORITY\SYSTEM)tried to receive the data '/CCMCIP/xmldirectorylist.asp?l=caseell&f=and&n=and%00' and was denied.
      Solution
Missing key in referenced table for referential constraint (informix.tk_batfileinfo_tkbatfunction)
      Solution
System Log Event Logs
      Cisco CallManager Service Unexpectedly Terminates
      A Level 0 Archive of Root Database Space Needs to be Done
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Introduction

This document provides information related to common Event Viewer messages generated on a Cisco CallManager system.

The purpose of this document is to give additional insight for some common Event Viewer messages generated on a Cisco CallManager system.

Note: Additional messages can appear if any unused services are enabled on the Cisco CallManager server. When you disable the specific unused service, it gets rid of the error message in this situation.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

  • Cisco CallManager tracing

  • Windows Event Logs

Components Used

The information in this document is based on Cisco CallManager 3.x and 4.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.

Cisco CallManager-Specific Application Event Logs

These event logs relate specifically to Cisco CallManager.

DC Directory-Specific Application Events Logs

These event logs relate specifically to the DC Directory.

An LDAP Client Issues a Request that Specifies a Control which is not Supported

This software error can appear when a Lightweight Directory Access Protocol (LDAP) client issues a request that specifies a control which is not supported.

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This event usually occurs after you log onto Cisco CallManager User pages of the Cisco CallManager, or after you log into the ICD Agent desktop. This event can be ignored as it is cosmetic and does not indicate a problem in the system. This problem is documented as Cisco bug ID CSCdw33821 (registered customers only) —DCD logs event ID 7419.

A Message for a Shadowing Agreement Which Does Not Exist is Received

This error can appear if you rebuild a subscriber in your cluster and do not remove the agreements from the publisher LDAP directory server You might see this error message because it remains on the publisher.

Note: The same issue can also generate this error: We have received an error from our partner DSA which suggests a configuration problem with our shadowing agreement.

17900_4.gif

If you receive this message, check if the user database (LDAP) replication works properly in your cluster. You can create a user on the publisher Cisco CallManager Admin pages and wait a few minutes, then go to each subscriber Cisco CallManager Admin page to see if you can see the users. If the replication works, you can ignore these error messages. However, you can fix this cosmetic problem when you reinitialize all agreements. In order to do this, complete the procedures described in Fixing Problems with DC Directory. If you experience user database replication problems, you can also follow the procedures to reinitialize all replication in your cluster. Existing user information is not lost if you follow this procedure.

Application Event Log Shows DHCP Error

Cisco CallManager 4.x servers receive the Dynamic Host Configuration Protocol (DHCP) server error message even though the DHCP server service is disabled on the servers, as this output shows:

Event Type: Error
Event Source: Perflib
Event Category: None
Event ID: 1008
Description:
The Open Procedure for service "DHCPServer" in DLL "C:\WINNT\system32\perfctrs.dll"failed.  
Performance data for this service will not be available. 
Status code  returned is data DWORD 0. 
Data:
0000: 05 00 00 00

The solution for this issue is documented in Microsoft KB article 247226 leavingcisco.com

Note: Make a backup of the registry before you modify it. Re-boot the Cisco CallManager server after you modify the registry for the change to take effect.

Other Application Event Logs

These event logs do not relate to a specific software or hardware component.

SQL Server Scheduled Job Failed

The Cisco CallManager database is continuously replicated from the publisher to the subscriber. The SQL server on subscriber CallManagers periodically pull the changes to keep their copy up to date. This error message can appear for these reasons:

  • Network connectivity problems between the subscriber and publisher

  • Publisher server is down

  • SQL server or SQL Server Agent services are down on the publisher

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Complete these steps to determine if this error event is critical.

  1. Go to the Cisco CallManager Admin pages: http://<cm_ip_address>/ccmadmin.

  2. Click Details.

    This window appears.

    17900_6.gif

  3. View the active Cisco CallManager database in the Database Information.

    For this example, the Cisco CallManager database is CCM0304. If the database version is greater than the version in the error log, this event is negligible as the error indicates a problem with an old and unused version of the database.

    If the version is the same as the version in the error log, reestablish the replication. Complete the procedures in Reestablishing a Broken Cisco CallManager Cluster SQL Subscription to reestablish the replication.

The Collect Procedure for the ASP service in DLL "C:\WINNT\system32\aspperf.dll" Generated an Exception or Returns an Invalid Status

This error message is received in the Cisco CallManager Event Viewer.

Event ID: 1010
Detail Text: The Collect Procedure for the (service name) service in DLL (DLL name)
generated an exception or returned an invalid status. Performance data returned by counter
DLL will not be returned in Perf Data Block. Exception or status code returned is DWORD 0.

Explanation—Perflib calls the performance extension functions in a structured exception handler__try block. This is posted if an exception occurs or RaiseException is called in the Collect function. The data field has the exception code. For example, C0000005 means there was an Access Violation.

Recommended Action—Perform these steps in order to resolve the issue:

  • Make sure the DLL file exists, and exists at the proper location. Once you have confirmed the location of the DLL, type REGSVR32 /U to unregister the DLL and type REGSVR32 again to re-register the DLL in its current location. When you unregister the DLL, use the path from the Event Viewer. When you register it, use the path of the file in its current location.

  • If the first step does not solve the issue, then go to HKEY_LOCAL_MACHINE\System\ControlSet001\Services and find the mentioned service(s). There should be a sub-key called Performance. Under Performance there should be the offending DLL under Library. Clear out this key in order to stop the error messages.

  • The last workaround is to reboot the CallManager cluster (Subscriber first and then Publisher).

The Cisco Tomcat Service Failed to Start

After you perform a Java reinstall on the Cisco CallManager Publisher server, the Cisco Tomcat and TCD services do not start. These error messages are received in the CallManager Event Viewer:

Event Type:	Error
Event Source:	CiscoTomcat
Event Category:	None
Event ID:	4096
Date:		10/12/2007
Time:		7:26:48 AM
User:		N/A
Computer:	CCM-PUB
Description:
Could not load the Java Virtual Machine. 


Event Type:	Error
Event Source:	CiscoTomcat
Event Category:	None
Event ID:	4097
Date:		10/12/2007
Time:		7:26:48 AM
User:		N/A
Computer:	CCM-PUB
Description:
The LoadLibrary function failed for the following reason: The specified module could not
be found.

Event Type:	Error
Event Source:	CiscoTomcat
Event Category:	None
Event ID:	4098
Date:		10/12/2007
Time:		7:26:48 AM
User:		N/A
Computer:	CCM-PUB
Description:
The CiscoTomcat service failed to start.

Explanation—Check if all the files are listed under C:\Program Files\Cisco\Java; if not, the reason can be that the JRE is not properly installed.

Recommended Action— If the subscriber works fine, you can copy and past the JRE files from the subscriber to the publisher, and then the services will start.

The Description for Event ID (1) in Source (Cisco AVVID Alarm Service) Cannot be Found

After you install the Cisco CallManager and Cisco CRS on the same server, this alarm gets constantly logged in the Event Viewer:

Event Type:	Warning
Event Source:	Cisco AVVID Alarm Service
Event Category:	None
Event ID:	1
Date:		9/5/2007
Time:		12:06:07 PM
User:		N/A
Computer:	CCM
Description:
The description for Event ID ( 1 ) in Source ( Cisco AVVID Alarm Service )
cannot be found. The local computer may not have the necessary registry
information or message DLL files to display messages from a remote computer.
The following information is part of the event: <LOCAL7|SEVERITY> 14: Sep 05
08:06:07.344 CEST: %MCVD-GENERIC-5-ModuleStart: Module has successfully
started; Module Name=Cisco Desktop License and Resource Manager Service.

Explanation—The alarm ought to indicate an error but instead indicates the startup of one of the components for the CRS. This error message about one service that does not start comes from the fact that the Cisco CallManager services must be started prior to the CRS services. When you receive the prompt for login in, not all services are started. In order for all the services to start, it takes about 7 minutes.

Recommended Action—The event viewer logs do not show any errors. There is just a delay when you start all your server services. No action required.

The process 'C:\WINNT\System32\inetsrv\inetinfo.exe'(as user NTAUTHORITY\SYSTEM)tried to receive the data '/CCMCIP/xmldirectorylist.asp?l=caseell&f=and&n=and%00' and was denied.

This error message appears in the Application log of event viewer:

The process 'C:\WINNT\System32\inetsrv\inetinfo.exe'(as user
	 NTAUTHORITY\SYSTEM}tried to receive the data
	 '/CCMCIP/xmldirectorylist.asp?l=caseell&f=and&n=and%00' and was denied.

17900_8.gif

Solution

When a user browses any Cisco Unity subscriber information through the Cisco Unity System Administration web page or tries to import users from Microsoft Exchange, the page does not load and it shows an error that indicates Forbidden access. When this issue occurs, the CSA logs show a common scenario where the subscribers display names with the [ character. This problem does not exist when the CSA is disabled. The root cause is usually that the CSA policy does not allow some non-alphanumeric characters.

As a workaround, disable the CSA. Refer to Cisco bug ID CSCse51014 (registered customers only) for more information.

Missing key in referenced table for referential constraint (informix.tk_batfileinfo_tkbatfunction)

CUCM upgrade to 8.5(1) or 8.6(1) fails with this error:

|*ERROR* Error executing "insert into BatFileInfo
(datecreated,enduser,isfilefound,name,pkid,tkbatfunction) values
(1273240885,'ccmadministrator','T','UDP6961trainingimport1.csv','9b5e140b-3b29-427a-b968-ccf9ab46b8ff',69):
[Informix][Informix ODBC Driver][Informix]Missing key in referenced
table for referential constraint (informix.tk_batfileinfo_tkbatfunction).

Solution

This issue is documented in Cisco bug ID CSCto49273 (registered customers only) . Complete these steps before you perform (or re-perform) the CUCM upgrade:

  1. Run these commands from Publisher CLI:

    • run sql select count(*) from BatFileInfo where tkbatfunction = 69

    • run sql select count(*) from batinputdata where tkbatfunction = 69

    • run sql select count(*) from batjob where tkbatfunction = 69

  2. If the count (returned value) is greater than 0 (zero) for any of the above selects, run these commands:

    • run sql delete from batfileinfo where tkbatfunction = 69

    • run sql delete from batinputdata where tkbatfunction = 69

    • run sql delete from batjob where tkbatfunction = 69

    Note: You can also delete the jobs and files of this type from the Bulk Administrator menu of the CUCM Administration page.

  3. Perform the Upgrade.

System Log Event Logs

These event logs relate specifically to the system log.

Cisco CallManager Service Unexpectedly Terminates

This error can appear if the Cisco CallManager service terminates unexpectedly. This example shows that it has terminated unexpectedly 1 time(s), and this corrective action of restarting the service is taken in 60000 milliseconds.

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Make sure that you run the latest version of Cisco CallManager. If you do not have the latest version, view the Open Caveats and Resolved Caveats sections of the Release Notes to see if you are experiencing a known problem. If you need to upgrade the software, go to the Downloads for voice products. If you need to escalate this issue to Cisco Technical Support, you need this information:

  • Cisco CallManager trace files—Located at C:\Program Files\Cisco\Trace\CCM.

    Provide trace files from 30 minutes before the crash and 15 minutes after the crash.

  • Signal Distribution Layer (SDL) trace files—Located at C:\Program Files\Cisco\Trace\SDL\CCM.

    Provide trace files from 30 minutes before the crash and 15 minutes after the crash. Refer to Setting up Cisco CallManager Traces for the TAC for detailed information.

  • USER.DMP and DRWTSN32.LOG files—Located at C:\Documents and Settings\All Users\Documents\DrWatson.

    Ensure that the SdlMaxUnhandledExceptions service parameter is set to 0 (zero) for each Cisco CallManager.

  • Event logs—System and Application Event Logs.

  • PerfMon logs—PerfMon counters/logs.

    Process: 

    % Processor Time/_Total
% Processor Time/ccmVirtual Bytes/_Total
Private Bytes/_Total

Virtual Bytes/ccm
Private Bytes/ccm

A Level 0 Archive of Root Database Space Needs to be Done

This error appears in the CallManager logs:

Update sqlhosts for [ccm5_ccm]
Creating [/usr/local/cm/db/informix/etc/sqlhosts]
Update [/etc/services]
Initialize IDS [/usr/local/cm/db/informix]
su -c 'source /usr/local/cm/db/informix/local/ids.env ;  oninit -ivy' -
informix
IDSWillStart...Verifying physical disk space, please wait ...
Space successfully added.
 
** WARNING **  A level 0 archive of Root DBSpace will need to be done.

This is a warning message that You have done something, like add or remove a
dbspace, and Informix is telling you that in order to recover those changes
it needs a new level 0 of root - where the sysmaster db is stored.

Explanation: The database server creates the logical log files and the physical log in the root database space (rootdbs) when the engine is first initialized. After the engine is initialized, it is possible to move the logical logs to another database space. There are several reasons to move the logical logs. It can be required to utilize more space for logical logs than is available within the root database space; this is a general warning, and you need not to worry about it . The point to be considered before you apply an upgrade patch related to this warning is to verify that the database space is used by the active partition at the time of upgrade. You can check that with the SSH session to PUB and see the results of Show Status. The active partition must not show used space as 100 percent.

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Updated: Sep 23, 2011Document ID: 17900