Unity Connection Hot Issues from Cisco TAC

IP/Hostname process more resilient, Terminated CSCue55674

Symptom: When an attempt to perform the re-host/re-name procedure the database will not start or replication will act improperly.
Conditions: Documented procedure followed improperly. Other environmental variables.
Workaround: See Cisco TAC

CUC 8.x -Time zone of users change after upgrade, Open CSCug83730

Symptom: Time zone set for users with Mailboxes get changed to a different Timezone
Conditions: After upgrading from 8.x or later to 9.x
Workaround: Update the Timezone manually using Bulk Administration Tool.

Tomcat Crash, Fixed CSCtw80619

Symptom: backtrace created. =================================== #0 0x001ae7a2 in _dl_sysinfo_int80 () from /lib/ld-linux.so.2 #1 0x00eb8825 in raise () from /lib/tls/libc.so.6 #2 0x00eba289 in abort () from /lib/tls/libc.so.6 #3 0x0158123f in os::abort () from /usr/local/thirdparty/java/j2sdk/jre/lib/i386/server/libjvm.so #4 0x016c8431 in VMError::report_and_die () from /usr/local/thirdparty/java/j2sdk/jre/lib/i386/server/libjvm.so #5 0x015881dc in JVM_handle_linux_signal () from /usr/local/thirdparty/java/j2sdk/jre/lib/i386/server/libjvm.so #6 0x01584124 in signalHandler () from /usr/local/thirdparty/java/j2sdk/jre/lib/i386/server/libjvm.so #7 #8 0x0086c379 in std::_Rb_tree_rotate_left () from /usr/lib/libstdc++.so.6 #9 0x0086c4ed in std::_Rb_tree_insert_and_rebalance () from /usr/lib/libstdc++.so.6 #10 0x0738a954 in std::_Rb_tree, std::less, std::allocator >::_M_insert () from /opt/cisco/connection/lib/libCsIfxDbHelper.so #11 0x0738abc6 in std::_Rb_tree, std::less, std::allocator >::insert_unique () from /opt/cisco/connection/lib/libCsIfxDbHelper.so #12 0x0737e289 in UnityMbxDb::IsParamLVARCHAR () from /opt/cisco/connection/lib/libCsIfxDbHelper.so #13 0x0738759c in CCsIfxDbCmd::BuildSprocStmt () from /opt/cisco/connection/lib/libCsIfxDbHelper.so #14 0x0738962b in CCsIfxDbCmd::SpExecute () from /opt/cisco/connection/lib/libCsIfxDbHelper.so #15 0x02e3c6a1 in CCsCdlCommon::ExecuteStoredProc () from /opt/cisco/connection/lib/libCsCdl.so #16 0x02e781ab in CCsCdlGreetingStreamFile::Create () from /opt/cisco/connection/lib/libCsCdl.so #17 0x0254a2d0 in CCsCmlAudioTransport::SetGreeting () from /opt/cisco/connection/lib/libCsCml.so #18 0x024acbf9 in Java_com_cisco_unity_cml_CMLAudioTransport_SetGreeting () from /opt/cisco/connection/lib/libCsCmlJni.so #19 0xb4f9a62a in ?? () #20 0x0ac16918 in ?? () #21 0x03d77c3c in ?? () #22 0x03d77c38 in ?? () #23 0x03d77c34 in ?? () #24 0x00000409 in ?? () #25 0x03d77c2c in ?? () #26 0x03d77c30 in ?? () #27 0x03d77bfc in ?? () #28 0x00000000 in ?? ()
Conditions: Its a very rare issue found when we initialize the application and some race condition occurs. IsParamLVARCHAR Map was not initialized till the time it was invoked from some other point of code therfore it generates the core.
Workaround: Restart the tomcat server.

Tomcat core observed on 8.6.2 ES13, Fixed CSCtx83737

Symptom: Tomcat crash
Conditions: high swap memory usage Tomcat crash under REST API(WebInbox) load run.
Workaround: Tomcat Restarted automatically. And recovery happens.

Media Master Playback& Recording and Help not working with win 7/java 7, Fixed CSCue74920

Symptom: When recording greeting or voice name using Cisco Unity Connection Administration, on the User Basics page, the Media Master Applet loads to record a greeting or user's voice name. When choosing the Help -> About Media Master or Options -> Playback & Recording the resulting Pop-up window does not appear as expected.
Conditions: PC running Mozilla or Internet Explorer browser with JRE 7 (1.7.x) Unity Connection Administration running on versions 8.6(2) or 9.1(1).
Workaround: If Java Runtime Environment 6, this pop-up will open as expected.

Cisco PCA Greetings Page Java Errors with JRE 7, Open CSCug57088

Symptom: When opening the Cisco PCA -> Messaging Assistant -> Greetings, the top Menu Bar does not render properly. We can see the seven triangle shapes, but the words of the Menu Bar do not appear.
Conditions: IE running Java Runtime Engine 7 (JRE 1.7.x)
Workaround: Use Firefox with JRE 7 for Cisco PCA.

Configurable parameter ClusterID field required on Unity Connection, Fixed CSCtx53594

Symptom: Configurable parameter ClusterID field required on Unity Connection
Conditions: The "ClusterID" field value from ccm processconfig table is populated in RTMT-ALERT- which is sent in the Subject line for RTMT email alert. The default value is "StandaloneCluster". This parameter is currently not editable on Unity Connection. The paramter is currenlty configurable on Call Manager under Enterprise Parameter.
Workaround: None

Mixer service core dump during cross server handoff, Fixed CSCtd19675

Symptom: CuMixer process core dump, resulting in dropped calls.
Conditions: Caused by not-well-understood rare timing condition.
Workaround: none

Tomcat runs out of heap space shortly after startup, Terminated CSCtn72689

Symptoms: The administration web pages become unresponsive or return errors. If it is the problem described by this bug, this will typically happen shortly after a system restart or a cluster server status change (e.g. activate/deactivate). There is a small possibility it will happen shortly after web application based services are stopped or started from the serviceability pages.
Condition: Tomcat will not function properly due to being out of heap space and web applications in general will not return responses or will return HTTP 500 errors.
Workaround: Restart tomcat from the CLI with the following command: utils service restart Cisco Tomcat Additional Information: When Tomcat runs out of heap space due to this condition, a fault will appear in $CATALINA_HOME/logs/catalina.out that looks like the following: # # java.lang.OutOfMemoryError: Java heap space # -XX:OnOutOfMemoryError="/home/tomcat/tomcat_diagnostics.sh" # Executing /bin/sh -c "/home/tomcat/tomcat_diagnostics.sh"... May 12, 2011 10:47:05 PM org.apache.catalina.core.ContainerBase$ContainerBackgroundProcessor processChildren SEVERE: Exception invoking periodic operation: java.lang.OutOfMemoryError: Java heap space at java.lang.reflect.Array.newArray(Native Method)

Bulk Edit can't update 'Recorded Languages' field in any greeting, Open CSCug95375

Symptom: Bulk Edit doesn't change the Recorded Languages field in any greeting. Upload a locale file (ex. French-Standard) to a CUC server. Search for a few users, check their box and select 'Bulk Edit'. Go to Edit > Greetings > Standard > and look towards the bottom for Recordings. Check the box next to 'Select Language' and set the language to 'French-Standard' for our example. Set the radial button to 'Run Now' and select 'Submit'. It looks like the Bulk Edit tool works and under Task Management > Administrator Bulk Task will say it completed however if you look under the user's setting it never changes. You can also see this with other greetings as well.
Conditions: Cisco Unity Connection 9.1 using Bulk Edit tool
Workaround: Set fields manually. More Info:

Check System Configuration task detect an error for routing rules, Fixed CSCua37939

Symptom: "Check System Configuration" task detects an error for routing rules everyday around 2:16 although these errors are NOT the last active rules. In the case that the default "Opening Greeting" is in the bottom of rules and all the calls can be handled by the tules, system should not detect the error. --------------------------------------------------------------------- Routing rule 'testRouting' is the last active rule in the chain of direct routing rules. It is configured with at last one condition, which means it might not handle all calls reaching it. The last rule in the chain should be configured to handle all calls reaching it. ---------------------------------------------------------------------
Conditions: When the following rules are configured. -------------------------------------------------------------------------------------------------------- Display Name......Status..Dialed Number..Calling Number..Phone System Port..Send Call to..Schedule... ======================================================================================================== 1. testRouting.......Active..2900..............................................PHGreeting....All Hours.. 2. Attempt Sign In...Active....................................................AttemptSignIn............ 3. Opening Greeting..Active....................................................PHGreeting............... --------------------------------------------------------------------------------------------------------
Workaround: none

CuMixer Crash When Recording Codec set to GSM FR, Fixed CSCtt44939

Symptom: CuMixer service crashes periodically and generates a core dump. The Backtrace might looks like the following ========================= #0 0x080e73ab in p8_ippsHighPassFilter_GSMFR_16s () #1 0x0809afb2 in apiGSMFREncode (encoderObj=0x8c8fd90, source=0xa5eb9ecc, wBuf=0xb60c1ea1 "\naZ\226 G\024n8`(\234jF\220\200E#R'\033\200\200H\234Q\"ffffL@", vad=0xb60c19a4, frameType=0xb60c19a8) at ext/intel/codec/gsmfr/src/encgsmfr.c:250 #2 0x0808820c in Encode (handle=0x8c8fd40, in=0xb60c1de4, out=0xb60c1df8) at ext/intel/codec/gsmfr/src/uscgsmfr.c:279 #3 0x080851fe in transcode (srcFmt=GY_PCM, pSrcBuf=0xa5df700c, srcLen=798560, destFmt=GY_GSM_FR, pDestBuf=0x8ceacfc, destLen=81158) at src/audio/transcode/src/transcode.c:1272 #4 0x080657c2 in recordCloseFile (pMsg=0x83ce199) at src/fileIO/file_io.c:3165 #5 0x08065f19 in fileIO_cb (_pMsg=0x83ce199) at src/fileIO/file_io.c:3650 #6 0x08051d99 in asyncRespHandle (__p=0x0) at src/system/call_setup.c:1006 #7 0x008303cc in start_thread () from /lib/tls/libpthread.so.0 #8 0x002acf0e in clone () from /lib/tls/libc.so.6
Conditions: Seen in Unity Connection 8.5 when recording codec is set to GSM.
Workaround: Change the Recording codec to something other than GSM, ONLY in case the problem is seen very frequently.

Bulk Edit cannot change Greeting Source for multiple languages, Fixed CSCtf70983

Symptom: Bulk Edit Utility does not change Greeting Source in Users' and Call Handers' greetings.
Conditions: Cisco Unity Connection 2.1.5 ES3
Workaround: There is no workaround.

Add paging support to all FindFolder and FindItem requests, Open CSCtz20281

Symptom: At times we are seeing where Office 365 mailboxes cannot be accessed via EWS from Unity Connection. It has been found that Unity Connection needs to support Paging to avoid the possibility of EWS request timeouts.
Conditions: Office 365
Workaround: None

Memory leak in CuImapSvr, CSCug27017

Symptom: IMAP Server service on Unity Connection is increasing in memory use until it is not able to accept new IMAP connections. This breaks the voicemail functionality of external clients, such as Jabber.
Conditions: Unity Connection 8.6.2 ES44. SSL IMAP connections from Jabber.
Workaround: Restart the IMAP Server service.

UC Web Inbox forwarded msgs with intro in 2 parts, Fixed CSCtr72911

Symptom: UC 8.6 UC Web Inbox shows forwarded messages with introductions in two parts. Useris unable to save the message to the desktop
Conditions: Internet explorer
Workaround: use Mozilla Firefox(3.6.17)

Getting SGC cores in UC related to Nuance, Terminated CSCue38109

Symptom: On Unity Connection seeing cases of cores related to SGC related to Nuance. A lot of the cases seem to indicate that Voice Recognition is not being used. backtrace =================================== #0 0x00788f04 in pthread_mutex_lock () from /lib/tls/libpthread.so.0 #1 0x00c3e5f2 in PR_Lock () from /usr/local/Nuance/Recognizer/lib/libSRnspr4.so #2 0x00bccb7e in JS_ArenaFinish () from /usr/local/Nuance/Recognizer/lib/libSRjs.so #3 0x00be611e in js_FinishGC () from /usr/local/Nuance/Recognizer/lib/libSRjs.so #4 0x00bc7bc1 in JS_Finish () from /usr/local/Nuance/Recognizer/lib/libSRjs.so #5 0x004bff9a in SWIparserParseAnswer () from /usr/local/Nuance/Recognizer/lib/libSWIparser.so.3 #6 0x00ec1954 in ?? () from /usr/local/Nuance/Recognizer/lib/libSRslee.so.2 #7 0x00c6e0b8 in ?? () #8 0x00000000 in ?? () backtrace =================================== #0 0x00a1451d in js_SetupLocks () from /usr/local/Nuance/Recognizer/lib/libSRjs.so #1 0x009e9ade in JS_Init () from /usr/local/Nuance/Recognizer/lib/libSRjs.so #2 0x00d60f92 in SWIparserParseAnswer () from /usr/local/Nuance/Recognizer/lib/libSWIparser.so.3 #3 0x00205954 in ?? () from /usr/local/Nuance/Recognizer/lib/libSRslee.so.2 #4 0x00a540b8 in ?? () #5 0x00000000 in ?? ()
Conditions: 8.0.3 8.5.1 8.6.2
Workaround: To attempt to address issue you can attempt to rebuild Grammer: Unity Connection Administration page > Tools > Grammar Statistics > click on the 'Rebuild Grammars' button.

UC - Transfers to Non-Existent DNs via SIP Mislead With "Busy" Failure, Fixed CSCue92920

Symptom: Unity Connection integrated with SIP trunk to CUCM. When callers enter an extension to be transferred to which doesn't exist on CUCM, rather than telling the caller they cannot be transferred and to check the number, UC is telling the caller the line is busy which is false. This same call flow over a Skinny (SCCP) integration works as expected and UC tells the caller "You cannot be transferred to this number, check the number and try again".
Conditions: UC 8.6(2) CUCM 7.1(5)
Workaround: None

Unity Connection 8.5 Server Upgraded, UC Database Access Commands Fail, Terminated CSCty52752

Symptom: After the upgrade we see the following error message on the Subscriber CLI when executing database commands such as 'show cuc cluster status' Incorrect password or user com.informix.asf.IfxASFRemoteException: cucli@stg20pcuxnsub01 is not known on the database server. Command failed
Conditions: The following problem could occur when upgrading from Unity Connection 8.5(1) base version to Unity Connection 8.5(1) SU3.
Workaround: Please contact TAC as workaround requires root access.

Altrnt ext changed to default phone using Bulk Edit Tool, Open CSCug87968

Symptom: Alternate extension is changed to default phone extension when partition is modified for alternate extension using Bulk Edit Tool. 1. Create a new user having extension 1000 and alternate extension 2000. 2. Create new partition test-partition 3. Change partition of alternate extension using Bulk Edit Tool. 4. Verify that alternate extension of user is changed to 1000 which unexpected result. 5. Expected result is not to change alternate extension but only partition for alternate extension.
Conditions: UC 8.6ES2
Workaround: Use the regular way of changing one by one More Info:

Unity Connection 8.5 Viewmail case sensitivity, Fixed CSCto53610

Symptom: ViewMail for Outlook 8.5 uses AdminConfig.xml to silently configure user accounts. Configuration fails when required field 'id' uses capitalization different than the windows user id.
Conditions: One of the required fields 'id' uses the windows login username to configure VMO. This field was case sensitive before the defect was resolved.
Workaround: If the windows login user id is capitalized, capitalize it in the AdminConfig.xml file. The defect has now been resolved and the 'id' field is no longer case sensitive. User id's 'John' and 'john' are interpreted as the same user id.

AA Supervised Transfer to Meetme fails when invoking local SW CFB, Fixed CSCub63364

Symptom: Supervised transfers from UC to Meetme number cause call to be taken back to UC instead of transfer due to using the same RTP port.
Conditions: Observed in CUCMBE 8.6 and 9.x, but may also be present in previous versions as well.
Workaround: Use release to switch or use an IOS CFB or MTP resource.

VMO fails to launch due to case sensitive Username, Fixed CSCtz31719

Symptom: VMO fails to launch when user starts Outlook. 2012-08-10 10:18:34.0112 ERROR: OUTLOOK 5464 1 VMOLibrary.Servers.BaseServer..ctor mscorlib 2012-08-10 10:18:34.0112 INFO: OUTLOOK 5464 1 VMOLibrary.Servers.BaseServer..ctor Decypt the password with old salt 2012-08-10 10:18:34.0312 ERROR: OUTLOOK 5464 1 VMOLibrary.Servers.Servers.LoadAllServers Failed to create voice mail account for Test@test.com System.Reflection.TargetInvocationException: Exception has been thrown by the target of an invocation. ---> System.Security.Cryptography.CryptographicException: Padding is invalid and cannot be removed. at System.Security.Cryptography.RijndaelManagedTransform.DecryptData(Byte[] inputBuffer, Int32 inputOffset, Int32 inputCount, Byte[]& outputBuffer, Int32 outputOffset, PaddingMode paddingMode, Boolean fLast) at System.Security.Cryptography.RijndaelManagedTransform.TransformFinalBlock(Byte[] inputBuffer, Int32 inputOffset, Int32 inputCount) at System.Security.Cryptography.CryptoStream.FlushFinalBlock()
Conditions: 1) Applicable for non SSO users. 2) The password encryption and decryption is dependent on the current windows logged on username (case sensitive). 3) First time, user logs-on PC with username and initializes the VMO by entering userid, password and extension. Second time, user logs-on PC with username , and opens Outlook, then VMO will fail to launch. The reason is, VMO will try to verify the user using old salt with was and here it is getting
Workaround: User should logs-on to PC with same Username case, which was used when VMO was configured. Update: Defect is fixed as a part of VMO CCO release 9.0(1)

set web-security CLI not allow to change country code after installation, Fixed CSCto54037

Symptom: Per OS installation document: http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/installation/guide/8xcucig020.html Country Code entered during the installation could be changed at a later time by CLI command: ================================== Country From the list, choose the appropriate country for your installation. Note The value you enter gets used to generate a Certificate Signing Request (CSR). Yes, you can change the entry after installation by using the following CLI command: CLI > set web-security ==================================== Customer follow the guide but got warning that country code can not be changed, so the document is wrong, need correct this.
Conditions: Install OS, and proivde country code during install.....installation done. install application. After all the installation done. Try to change country code by CLI "set web-security", but got warning: admin:set web-security "UCP" "Cisco" "Wall" "NJ" "IN" WARNING: Country code can not be changed. Country code for existing web-security is : US After regenerating the web security certificates, restart the tomcat service, regenerate tomcat and ipsec certificate, country code still not changed.
Workaround: Have to have root access to the server to manually change the "platformConfig.xml" file to change the country code after installation.

UC 8.5 - Pwd Expiration Warning Bypass Causes "Failed to Record Name", Terminated CSCtt05914

Symptom: When the credential policy is configured to warn admins that their password is about to expire in X amount of days and they select option: "Click here to continue login and change your password later.", this prevents .wav files from being uploaded via the media master bar and produces the error: "Failed to Record Name"
Conditions: Seen in UC 8.5 ES16
Workaround: Rather than choosing the option to change the password later, change it now, and .wav file uploads will work.

Adjusting CPU reservations to meet OVA requirements for E7 processor, Open CSCug90931

Symptom : Unity Connection wont power up on UCS C260M2 TRC1 Get error: Could not power on CPU min outside valid range
Conditions: With UCS C260m2 TRC1, E7 processor, CPU reservations are based on the older CPU speeds.
Workaround: Since they are using an E7 processor. The CPU reservations are based on the older CPU speeds. Please adjust the reservations to allow this to continue. See here for more information - http://iwe.cisco.com/web/selling-cisco-unity-connection/discuss/-/message_boards/message/289000729

Unity Connection SIB with Office 365 doc needs UM mailbox update, Fixed CSCub72431

Symptom: Customers are following our guide here for Office 365 integration via Single Inbox with Unity Connection 8.6.2... http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/unified_messaging/guide/85xcucumg025.html We have now encountered at least three cases where MS says it's required to have a mailbox for the UM account for permissions to be applied correctly when we have in our docs that a mailbox should not be created. Per the doc currently... Task list for Creating the Unified Messaging Services Account and Granting Permissions for Cisco Unity Connection 8.6(2) and Later 1. Create one or more service accounts on the Office 365 servers with which you want Connection to communicate. Note the following: -Give the account a name that identifies it as the unified messaging services account for Connection. -Do not create a Office 365 mailbox for the account. Caution If you create a mailbox for the account, unified messaging will not function properly. If you do this, and run permissions, this is the output you get from Exchange power shell... WARNING: The assignment of the management role 'ApplicationImpersonation' to the user 'umservices' won't take effect until user is migrated to the latest release. Complete output: PS C:\Users\rwang> New-ManagementRoleAssignment -Name "UM Services" -Role "ApplicationImpersonation" -User umservices@userdomain.com WARNING: The assignment of the management role 'ApplicationImpersonation' to the user 'umservices' won't take effect until user is migrated to the latest release. If a mailbox is added on Office 365 for the UM account, you do not get the warning.
Conditions: Unity Connection 8.6.2 with Office 365 single inbox configuration.
Workaround: Need to add that mailbox is now required on our documents to reflect MS changes.

CuMbxSync Cores while logging Autodiscovery diagnostics, Fixed CSCtz31625

Symptom: During Exchange server Autodiscover Process the Connection Mailbox Sync may crash.
Conditions: During Exchange Autodiscovery, if Exchanges server is sending 302/307, then Unity connection will do retry on recieved redirect URL. If due to any reason Exchange server will continue sending 302/307 then after 10 retries unity connection will stop trying and log that unity connection is unable to Autodiscover Exchange server after maxniume retries. During logging this information Unity Connection is crashing.
Workaround: Disable CsExMbxLocator INFO level Micro traces (Trace Number: 12).

Update SFTP product name to FreeFTPd., Fixed CSCtx67502

Symptom: The Cisco Unity Connection DRS Administration Guide incorrectly names the SFTP product as FreeFTDP.
Conditions: DRS System Requirements as listed here: http://www.cisco.com/en/US/partner/docs/voice_ip_comm/connection/8x/drs_administration/guide/8xcucdrsag.html#wp42532
Workaround: The correct product name is FreeFTPd - this product is not supported due to the 1 GB file size limit.

UC - Reports in Cluster Don't Reflect Proper Data Due to ReportDB Design, Fixed CSCtz45445

Symptom: When User Message Activity Report is run from Connection Serviceability, you may see all messages only reflected as "New" and never see any with "Read" or "Deleted" status. This is because the current ReportDB design is that reporting data is retrieved from the server running the Primary role. If calls are taken by the subscriber (running Secondary role) as we document as best practice, you will see this behavior. Once you fail the servers over and make the subscriber the Primary role holder, you will see different report data, likely the data you are looking for as far as "New" and "Read" and "Deleted" showing up in the reports now.
Conditions: Seen with UC 8.6(2) base - 8.6.2.20000-2 and is very likely in all prior versions as well. Standalone UC servers will not see this behavior since they're always running as Primary internally.
Workaround: Calls need to be sent to the server running the Primary role, which is against design recommendations OR Fail the cluster over and make subscriber Primary role and then run the reports to get the opposite set of data.