Contents

Introduction

Prerequisites

Requirements

Components Used

Background Information

Problem

Solution

Introduction

This document describes the steps to troubleshoot Customer Voice Portal (CVP) on Single Pane of Glass (SPOG) when it shows Out of Sync.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- CVP

- Packaged Contact Center Enterprise (PCCE)

- Unified Contact Center Enterprise (UCCE)

Components Used

The information in this document is based on these software and hardware versions:

- CVP 12.0.1

- PCCE/UCCE 12.0.1

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.

Background Information

This document considers the situation when CVP is upgraded from 11.(x) to 12.0.(1) and/or upgrade of U/P(CCE) to 12.0.1 and then CVP reports Out of Sync as shown in the image:

Problem

Post upgrade of CVP to 12.0.(1); in SPOG CVP reports Out of Sync.

Solution

1. Collect CCBU logs from Administration and Data Server and Administration Client (AW) node. Collect CCBU logs from location:

(drive):\icm\tomcat\logs

Filename starts with "CCBU" and "Error".

Log snippet sample:

0002331956: a.b.c.d: Dec 18 2019 16:28:09.444 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:

Starting DEFERRED SYNC for config=CONFIG_REQUEST_TYPE_CVP_PROPERTIES

0002331957: a.b.c.d: Dec 18 2019 16:28:09.444 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:

sendRestRequestToMachine :: counterRetryAttempt= 1

0002331958: a.b.c.d: Dec 18 2019 16:28:09.444 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:

Rest call: PUT https://a.b.c.d:8111/cvp-orm/rest/cvpconfig application/json

0002331959: a.b.c.d: Dec 18 2019 16:28:09.475 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:

Response Got Status is Internal Server Error

0002331960: a.b.c.d: Dec 18 2019 16:28:09.475 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:

Response Got is PUT https://a.b.c.d:8111/cvp-orm/rest/cvpconfig returned a response status of 500 Internal Server Error

0002331961: a.b.c.d: Dec 18 2019 16:28:09.475 +0000: %CCBU_pool-9-thread-1-3-REST_API_EXCEPTION:

%[exception=com.cisco.ccbu.api.jaxb.error.ApiException: <!doctype html>HTTP Status 500 –

Internal Server Error][message_string=Error 500 occurred while trying to PUT to https://a.b.c.d:8111]:

The REST API has caught an exception

Duplicate entries in mediaserver.properties (at the location (drive):\Cisco\CVP\conf) is the root cause.

2. Open the file that is named mediaserver.properties in CVP A and notice :

MediaServer.default = a.b.c.d

MediaServer.default = a.b.c.d

MediaServer.1.hostName = test.test.com

MediaServer.1.hostName = test.test.com

MediaServer.1.ip = w.x.y.z

MediaServer.1.ip = w.x.y.z

MediaServer.1.port =

MediaServer.1.port =

MediaServer.1.isFTPEnabled = false

MediaServer.1.isFTPEnabled = false

MediaServer.1.ftpPort = 21

MediaServer.1.ftpPort = 21

MediaServer.1.ftpUserName =

MediaServer.1.ftpUserName =

MediaServer.1.ftpPswd = aaaaaaaaaaaaaa+===

MediaServer.1.ftpPswd = bbbbbbbbbbbbb=+---

MediaServer.1.vip =

MediaServer.1.vip =

Note: Value "MediaServer.1.ip = w.x.y.z" has duplicate entry.

However, when the file mediaserver.properties checked in CVP B, it is noticed there is no duplicate entry for MediaServer.

MediaServer.default = a.b.c.d

MediaServer.1.hostName = test.test.com

MediaServer.1.ip = a.b.c.d

MediaServer.1.port =

MediaServer.1.isFTPEnabled = false

MediaServer.1.ftpPort = 21

MediaServer.1.ftpUserName =

MediaServer.1.ftpPswd = aaaaaaaaaaaaaa+===

MediaServer.1.vip =

Note: Ensure to take a backup of the file mediaserver.properties and also schedule maintenance window if it is working on a production node as a service restart is needed.

3. Remove all the duplicate entries in the media.properties file on the respective CVP node and Save the file for changes.

4. Restart the Cisco CVP Web Services Manager Service on this CVP node.

5. Verify the status of CVP in SPOG.