Field Notice: FN - 64118 - Unified Contact Center Express (UCCX) 9.0 Engine Remains in Shutdown - Workaround Provided

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Updated:May 19, 2016

Document ID:FN64118

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision	Publish Date	Comments
1.0	19-May-16	Initial Release
10.0	13-Oct-17	Migration to new field notice system

Products Affected

Affected OS Type	Affected Release	Affected Release Number	Comments
NON-IOS	9	9.0(2),9.0(1)

Defect Information

Defect ID	Headline
CSCun54915	UCCX Engine remain in shutdown state
CSCul18667	CUIC doesn't purge JMX logs

Problem Description

The Cisco Unified Contact Center Express (UCCX) engine is shut down and unable to start when the UCCX common partition and/or disk space reaches 100%

Background

This issue is seen when the common partition on a UCCX server reaches 100% and the UCCX engine is started or restarted. When the UCCX engine attempts to start, it creates an epoch file in the common partition. Since the common partition is full, this epoch file under the failure condition is of 0 bytes. Since the file is of 0 bytes, the UCCX engine fails to start (Cisco bug ID CSCun54915).

The common partition can reach 100% utilization for a variety of reasons and therefore has to be monitored (enter the show status command). This is because when the common partition fills up it can cause stability issues to the system which include untimely reboots and trigger failover. In 9.0(2), the partition space can be filled up due to Cisco bug ID CSCul18667 and this is fixed in 9.0(2)SU1. This provides the fix to the most impactful part of problem. Customers can upgrade to the latest SU on 9.0(2) which is 9.0(2)SU3. However, given that 9.0 reaches End of Software Maintenance in July 2016, it is advisable to upgrade to the more recent releases of UCCX. 10.6(1)SU2 and 11.0(1) are the latest available releases.

Problem Symptom

The Cisco Unified Contact Center Express (UCCX) engine is shut down and unable to start when the UCCX common partition and/or disk space has reached 100%. Attempts to call UCCX result in a fast busy. If you view the UCCX engine status from the Unified CCX Serviceability Control Center, it shows the UCCX engine is in the SHUTDOWN state and is unable to start when attempted manually.

The common partition might show 100% full when you view the disk sizes through the CLI command show status.

Workaround/Solution

Complete these steps:

1. In order to allow the UCCX Engine to start, contact TAC in order to perform the workaround for Cisco bug ID CSCun54915.

2. Upgrade to 9.0(2)SU3

3. Monitor the utilization of the common partition with the command show status approximately once every two weeks. If the CUIC JMX logs lead the common partition to grow in utilization rapidly, use RTMT (File Browser) for CUIC logs or the CLI in order to manually purge the logs periodically. Choose RTMT > Trace & Log Central > Remote Browse > Nodes > "specific node"> UCCX > Cisco Unified Intelligence Center Serviceability Service > jmx -> select all > Delete in order to delete the logs.

4. Since UCCX 9.0 is near the End of Software Maintenance on 16 July 2016, it is advisable to upgrade to the latest UCCX release. 10.6(1)SU2 and 11.0(1) are the latest available releases

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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