Field Notice: FN74445 - Cisco Unified CCE and Packaged CCE Releases 12 and 15 - Administrators and Supervisors Are Unable to Log In to CCE Administration - Workaround Provided

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Updated:October 6, 2026
Document ID:FN74445

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High
Impact Rating:
High
First Published:
2026-Oct-06
Last Published:
2026-Oct-06
Revision:
1.0
Cisco Bug IDs:

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.

Products Affected


Affected Software Product Affected Release Affected Release Number Comments
Packaged Contact Center Enterprise Software Releases 12 12.5(2)  
Packaged Contact Center Enterprise Virtual Machine Templates 12 12.5(1), 12.6(1), 12.6(2)  
Packaged Contact Center Enterprise Virtual Machine Templates 15 15.0(1)  
Unified Contact Center Enterprise Virtual Machine Templates 12 12.0(1), 12.5(1), 12.6(1), 12.6(2)  
Unified Contact Center Enterprise Virtual Machine Templates 15 15.0(1), 15.0(1)ES202603, 15.0(1)ES202607  

Defect Information


Defect IDHeadline
CSCww52929Tomcat Version 9.0.121 breaks the cceadmin login

Problem Description


Cisco has identified an incompatibility between Cisco Unified Contact Center Enterprise (Unified CCE), Cisco Packaged Contact Center Enterprise (Packaged CCE) and Apache Tomcat releases 9.0.121 and later. Due to a change that was introduced in Apache Tomcat Release 9.0.121, users can no longer log in to CCE Administration after upgrading to Release 9.0.121 or later. 


Background


Cisco Unified CCE Administration relies on a Cisco software component that integrates with Apache Tomcat to perform user login, covering single sign-on (SSO), hybrid, and local authentication. Apache Tomcat Release 9.0.121 changed the way that Apache Tomcat interacts with components of this type.  On Apache Tomcat releases 9.0.121 and later, the Cisco login component is no longer invoked, so login requests to CCE Administration are not processed, which causes authentication to fail.


Problem Symptom


After Apache Tomcat is upgraded to Release 9.0.121 or later on an affected component, customers will experience the following:

•  Login failures in CCE Administration (cceadmin) for administrators and supervisors
•  SSO and hybrid-mode authentication failure (the browser is returned to the logon page or to an authentication error page instead of completing login)
•  Local (non-SSO) login failure with locally configured credentials
•  Loss of access to CCE Administration configuration and management functions, and to gadgets and APIs that depend on an authenticated CCE Administration session


Workaround/Solution


Solution

Cisco is evaluating using a CCE Engineering Special (ES) to allow Apache Tomcat releases 9.0.121 and later. This field notice will be updated when the ES is available.

Workaround

As a preventative measure, customers are urged to do the following until Cisco delivers an Engineering Special (ES) that supports the change to Apache Tomcat:

  • Avoid upgrading Apache Tomcat to Release 9.0.121 or later on any Cisco Unified CCE or Cisco Packaged CCE component.
  • Exclude Apache Tomcat releases 9.0.121 and later from any automated or scheduled third-party patching that targets these servers.
  • Continue to apply Cisco-qualified Apache Tomcat releases up to and including Release 9.0.120.

If Apache Tomcat has already been upgraded to Release 9.0.121 or later, do the following:

  • Identify the installed Apache Tomcat release on each affected component. 
  • Revert Tomcat to a Cisco-qualified release earlier than Release 9.0.121 using the Apache Tomcat upgrade utility that is documented in the Installation and Upgrade Guide. 
  • Restart the Cisco Tomcat service and confirm that administrators and supervisors can log in to CCE Administration in both SSO and non-SSO modes. 
  • If login still fails, open a case with the Cisco Technical Assistance Center (TAC) and reference the defect ID that is listed in the Defect Information section of this field notice.

Revision History


VersionDescriptionSectionDate
1.0Initial Release—2026-OCT-06

For More Information

For further assistance or for more information about this field notice, contact the Cisco Technical Assistance Center (TAC) using one of the following methods:

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