Unity Hot Issues from Cisco TAC

Viewmail play to phone intermittently drops calls, Open CSCtx27613

Symptom: Issue: Playback via phone intermittently drops call. Versions: Unity 7.0.2 with either exchange 2010/2007 Viewmail versions: Seems to occur in all supported versions of viewmail Error on unity when call drops:Event Type: Error Event Source: CiscoUnity_Miu Event Category: Error Event ID: 530 Description: Cisco Unity's telephony component has encountered a serious error. Event Type: Error Event Source: CiscoUnity_Wav Event Category: Error Event ID: 800 Cisco Unity's multi-media component has encountered a serious error. Sniffer capture of unity traffic to exchange shows the following error: 17344 2011-10-20 10:14:58.006312 172.16.1.16 172.17.0.10 DCERPC 86 Fault: call_id: 22779 ctx_id: 0 status: nca_s_fault_context_mismatch Error matches resolved defect: CSCti70702
Conditions:
Workaround: None

Unity GUSI 2.0.4 does not display the Mapi Provider, Open CSCtx65587

Symptom: Unity GUSI 2.0.4 does not display the installed MAPI Provider version. E.g. "MAPI Provider : ".
Conditions: Unity integrated with Exchange. MapiCDO.exe is installed on the Unity server (required for Exchange 2010 integrations).
Workaround: The fix will be available is GUSI version 2.0.6

Getting sql error while installing ES_36 on unity 7.0.2, Fixed CSCtk30702

Symptom: When installing Unity 7.0 ES36, ES37, ES38 or ES39 on the primary server of a failover pair the following error occurs: "An error was encountered while installing the SQL Script. Please contact Cisco Systems for further assistance."
Conditions: When installing Unity 7.0 ES36, ES37, ES38 or ES39 on the primary server of a failover pair.
Workaround: Install Unity 7.0 ES40 or later.

Malformed ASCII Alerting Name can terminate svchost.exe, Fixed CSCth05576

Symptom: Unity stops answering calls from all CUCM integrations, only when you have the SkinnyTSP diagnostics enabled in the Unity Diagnostic Tool. There are also Event Viewer ERROR messages in the Application Log which state: Event Type: Error Event Source: Application Error Event Category: (100) Event ID: 1000 Date: 5/28/2010 Time: 5:34:44 AM User: N/A Computer: UNITY80 Description: Faulting application svchost.exe, version 5.2.3790.3959, faulting module ntdll.dll, version 5.2.3790.4455, fault address 0x0001a3e1.
Conditions: Problem is independent of Unity version, but dependent on the TSP version. This was first discovered in TSP version 8.3(1)
Workaround: Disable the SkinnyTSP diagnostics in the Unity Diagnostic Tool. Correct incoming ASCII Alerting Name format to include only valid ASCII characters.

Notification registration fails when MAPIshared memory heap is exhausted, Fixed CSCtg48257

Symptom: MWI and/or message notification may fail for a subset of users. Upon restarting the problem may shift to a different subset of users. The following will be observed in the AvMsgStoreMonitorSvr traces when Unity attempts to register for notifications for the failing users: 00:04:27:594 (AvDiagnostics_MC,1098,ExchangeMonitor,10) [Thread 8448] [Thread 0x00002100] Message API call failed. Call = Advise Mailbox = /o=Exchange Organization/ou=First Administrative Group/cn=Recipients/cn=TestVoicemailUser Error = Not enough storage is available to complete this operation. at 942 inH:\views\CUESB3_view\un_Core1\ExchangeMonitor\AvExchangeMonitorSvr\cavmapiaccessthread.cpp.
Conditions: Unity 5.0(1) or later integrated with Exchange 2003 (may impact other versions as well). This typically will only happen on relatively large servers/clusters, with around 10,000 or more users on a single Unity server/failover cluster.
Workaround: As per Microsoft KB article KB269794: 1. Start registry editor. 2. Look for the registry folder: a. \HKLM\SOFTWARE\Microsoft\Windows Messaging Subsystem b. Look for this key SharedMemMaxSize under the above registry key folder c. If this key already exists AND is less than 0x200000 change it to 0x200000, OTHERWISE leave it alone. 3. Look for the registry folder: a. \HKLM\SOFTWARE\Microsoft\Windows Messaging Subsystem\Applications b. Create a registry folder AvMsgStoreMonitorSvr under \HKLM\SOFTWARE\Microsoft\Windows Messaging Subsystem\Applications c. Create registry called SharedMemMaxSize of type DWORD. You should end up with the following: * \HKLM\SOFTWARE\Microsoft\Windows Messaging Subsystem\Applications\AvMsgStoreMonitorSvr 4. Under HKLM\SOFTWARE\Microsoft\Windows MessagingSubsystem\Applications\AvMsgStoreMonitorSvr create a new registry key called SharedMemMaxSize of type REG_DWORD and set it to: * 0x200000 5. Reboot the Unity server. If you have a failover server, be sure to do this on both servers. Further Problem Description: The problem is, by default, MAPI uses a 1 meg shared heap for, among other things, keeping track of the notifications it has registered for. On some larger systems, this is nor large enough and when it is exhausted all future attempts to register for notifications will fail. See Microsoft KB269794 for additional details.

Unity - Needs to use HomeServerFQDN When Composing Voice Messages, Terminated CSCtj57968

Symptom: Voice messages sent from Unity subscribers to Octel subscribers in Unity for Domino deployment are not delivered. Directory messages sent from the Unity bridgehead server to the Bridge server in Unity for Domino deployment are not delivered. The messages result in an SMTP protocol error in Domino and are held as Dead Messages.
Conditions: Unity for Domino (any version) using Cisco Unity Bridge server for interoperability with Octel Networking interoperability. These failures can occur if Unity is deployed in a Domino environment where a rule exists on an SMTP mail relays to prevent delivery of messages where the sender address does not have domain part conforming to FQDN as described in RFC 1035. Messages sent from Unity to the Bridge have a sender address with format of @ where is the simple server name of the applicable Unity server (i.e. not the full FQDN).
Workaround: Remove the rule that rejects messages with sender addresses that don't contain a full FQDN format domain part.

Dirt 1.1(9) - Automatization error during DIRT restore on Domino, Terminated CSCsx20712

Unity build 7.0 Domino 7 Ducs 1.2(3) DIRT 1.1(9) OS Win2k and Win2k3 While restoring DIRT backup, customer gets the following output. (error):-2147213307 (Automatization error in procedure Form_load of Form frmDomino) ---- Press OK (Error): 91 (Object variable or with block variable not set) in procedure GetUnmatchedSubscribers or Form frm ---------------------------------- DiRT Restore finished DisasterRecoveryRestore shows a warning: 12/2/2008 5:29:22 PM: BackupConfigData PwDTMF 12/2/2008 5:29:22 PM: Opening ConfigInfo MDB file to hold local configuration data 12/2/2008 5:29:22 PM: BackupConfigData 0 records found in the configuration data table 12/2/2008 5:29:22 PM: (warning) ParentNodeID column is null in the ConfigData table. 12/2/2008 5:29:22 PM: Backing up licensing information from the registry 12/2/2008 5:29:22 PM: Backing up entire Active Voice registry tree with:regedit /e "E:\CommServer\Utilities\DisasterRecoveryRestore\PreRestoreAVRegistryBranch.reg" "HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice" 12/2/2008 5:29:22 PM: Exporting DirectoryConnectors registry branch with: regedit /e "E:\CommServer\Utilities\DisasterRecoveryRestore\TempDirectoryConnectorsRegBranch.reg" "HKEY_LOCAL_MACHINE\SOFTWARE\Active Voice\Directory Connectors" All users were restored properly and worked, so this may just be cosmetic in this particular case.

Unity stops setting MWI after large cobras export, Terminated CSCtq07757

Symptom: MWI status fails to change when messages are left and retrieved. Resyncing the individual user sets the MWI for that user correctly.
Conditions: Large cobras export causes mwi to stop working and is fixed by restarting message store manager
Workaround: Restart Message Store Manager after large cobras export New versions of Cobras include option to restart this service for you after the export completes.

Unity TSP 8.4 Unable to register VM ports with ASA in the middle, Fixed CSCtj20470

Symptom: Unity with TSP 8.4 with a ASA (PIX) in between CUCM and Unity is unable to register the vm ports. ASA rejects the skinny messages since Unity is sending a skinny registration request claiming version 18 but the packet format is that of v16. The ASA is expecting to see the >= version 17 fields to be present, since they are not present the registration packet is dropped by the ASA.
Conditions: Unity 7.0(2) with TSP 8.4
Workaround: The Unity TSP will check for the following DWORD registry key: HKLM\software\Active Voice\AvSkinny\Preferred Protocol Version If you set it to decimal value 16, this will force the TSP to negotiate SCCP version 16. This should allow ASA to be enabled without dropping packets.

Unity does not have traces to troubleshoot issues with PDLs, Terminated CSCsx24006

Symptom: Currently Unity does not have the necessary tracing capabilities to be able to troubleshoot certain issues with distribution lists. Unity needs to have more tracing capabilities to be able to track down issues with distribution lists.

VMO: Unable to open VMO form in Outlook., Terminated CSCae06812

Workaround: This error can usually be resolved by one of two methods: Making sure there are sufficient registry privileges and applying them. Re-installing the VMO Client Making Sure There are Sufficient Registry Privileges If there are insufficient registry privileges for the local non-administrative users of a subscriber computer, the custom form available with VMO does not open for these users. This occurs even if the VMO installation was completed successfully and without errors. When a subscriber who is a non-administrative user attempts to open the VMO form, the following error is displayed: The custom form could not be opened. Outlook will use an Outlook form instead. An error occurred registering the form in the OLE registry. Outlook custom forms require access to the registry key HKEY_CURRENT_USER\Software\Classes. If the proper permissions are not set for this key, non-administrative users are not able to open custom Outlook forms, including the VMO form. This document addresses the steps required to resolve insufficient registry privileges, but there may be other reasons why a subscriber is not able to open the VMO form. You should first review the Problem section to verify that insufficient registry privileges are causing the VMO form errors before proceeding to the Solutions section. There may be several explanations for why a subscriber cannot open a VMO form. To verify that you are experiencing insufficient registry privileges, perform the following steps: Log on to the subscriber's computer as the subscriber who cannot open the VMO form, and start Outlook. Click New to open a blank e-mail message. In the Untitled Message form, click Tools > Forms > Design This Form. This will open the form in design mode. Click Tools > Forms > Publish Form As. In the Publish Form As dialog box, confirm that Personal Forms Library is selected in the Look In menu. In the Form Name field, enter test. Click Publish. When prompted, click No to indicate that you do not intend to send the form to others. Close the form. (You do not need to save your changes.) To open your test form, perform the following actions: Click File > New > Choose Form. In the Choose Form dialog box, click Personal Forms Library from the Look In menu. Click your test form, and click Open. If the following error message is displayed, you have successfully verified that the VMO form's failure to open is caused by insufficient registry privileges: The custom form could not be opened. Outlook will use an Outlook form instead. An error occurred registering the form in the OLE registry. Proceed to the section, How to Apply Proper Registry Privileges, to correct the problem. If you did not receive the following error then see the section, Re-installing the VMO Client. How to Apply Proper Registry Privileges To resolve insufficient registry privileges, perform the following steps. SubscriberA represents any subscriber who does not have local administrative rights on his or her computer, and who is unable to open the VMO form due to insufficient registry privileges. Grant local administrative rights to SubscriberA, and then log on to SubscriberA's computer as SubscriberA. Start Regedt.32.exe You cannot use Regedit.exe to perform this procedure. Caution: Changing the wrong registry key or entering an incorrect value can cause the server to malfunction. Before you edit the registry, confirm that you know how to restore it if a problem occurs. A typical backup of the Cisco Unity server does not back up the registry. Refer to the "Restoring the Registry" Help topic in Regedit.exe or the "Restoring a Registry Key" Help topic in Regedt32.exe for additional information. If you have any questions about changing this registry key setting, contact Cisco TAC. If you do not have a current backup of the registry, click Registry > Export Registry File, and save the registry settings to a file. Expand the HKEY_CURRENT_USER\Software\Classes key. While this key is highlighted, click Security > Permissions. In the Permission For Classes dialog box, perform the following actions: Click SubscriberA in the Name box. Click the Read and Full Control boxes. Click OK. Close Regedt32. Log off the subscriber's computer, and then log back on using an account with local administrative rights. Remove SubscriberA from the local server administrative group. Log off the computer, and then log back on as SubscriberA. Start Outlook, and open the VMO form. You should be able to do so without error. You can also change the registry privileges for a subscriber without granting the subscriber local administrative rights. To do so, first determine which key under HK_USERS belongs to SubscriberA, and then change the permissions under the Software\Classes key as appropriate. Re-installing the VMO Client If you have set the proper registry privileges and are still seeing the error message, you should consider re-installing the VMO client. Uninstall VMO on the client workstation using the following procedure and then re-install the VMO Client. Remove the \Program Files\Viewmail\ directory and all of its components. Remove all of the following files (if they exist) from C:\Winnt\System32. AvResLoaderSvrSL.dll AvTrapConnectionHolderSvr.exe AvTsmSL.dll Avvox.acm AvWavSl.dll AvResSvr.dll Unpublish the VMO form using the following procedure. In Microsoft Outlook, from the menu: select Tools > Options. Choose Other. Click Advanced Options. Click Custom Forms. Click Manage Forms. Make sure the Form Manager window is set to Personal Forms. Select ViewMail for Outlook, then click Delete. Click Yes to delete the form. Click Close. Click OK to all the windows. Locate the file FRMcache.dat on the client workstation and rename the file to FRMcache.old. Re-install the VMO client software. Instructions can be found in the Unity System Administration Guide.

Unity - CsBridgeConnector directory msgs Need to use HomeServerFQDN, CSCtj59931

Symptom: When Unity creates bridge directory update messages (directory@unityserver) messages when it constructs the FROM address, it should not use a short hostname. It should adhere to using the FQDN. After all, within the Location table, there is a HomeServerFQDN which doesn't seem to be leveraged at all. This causes problems when certain SMTP policies are expecting FQDN, thus will drop the messages since they do not adhere to RFC 1035. This may also be related to CSCtj57968. The CsBridgeConnector doesn't seem to be looking in the same location for bridge directory update messages that Unity looks in when creating new voice mail messages.
Conditions: Unity (all versions for all we know at this point, but known to be the case in 5.x minimally)
Workaround: None.