Unified Contact Center Express Back up Issue

Introduction

With Cisco Unified Contact Center Express 7.0(1), the BARS backup fails, and this error message is received:

com.cisco.archive.impl.ArchiveFailureException: Unable to contact Call Manager. 
Please make sure that the Call Manager is running and connected to the network.

This document describes how to troubleshoot this issue.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on the Cisco Unified Contact Center Express 7.0(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.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

With Cisco Unified Contact Center Express 7.0(1), the BARS backup fails, and this error message is received:

Backup Message=FailureResponse id=95,
archiveId=CRS_1257440808146_, errorCode=NETWORK_CONNECTION_ERROR, statusMessage=Unable to
contact Call Manager. Please make sure that the Call Manager is running and connected to
the network com.cisco.database.bar.component.DBArchiveComponent; nested exception is: 
	com.cisco.archive.ArchiveException: Failed to process request; nested exception is: 
	com.cisco.database.bar.DBBarException: Database backup failed; nested exception is: 
	com.cisco.database.bar.DBBarException: Database backup failed; nested exception is: 
	com.cisco.database.util.DBException: BACKUP DATABASE  craDistribution TO
DISK='C:\DOCUME~1\CRSADM~1\LOCALS~1\Temp\CRS_1257440808146_56906\com.cisco.database.bar.co
mponent.DBArchiveComponent56909\craDistribution.dmp' WITH SKIP FAILED; nested exception
is: 
	java.sql.SQLException: Could not locate entry in sysdatabases for database
'craDistribution'. No entry found with that name. Make sure that the name is entered
correctly., SQLException Details: 
[SQLException] (ErrorMsg=Could not locate entry in sysdatabases for database
'craDistribution'. No entry found with that name. Make sure that the name is entered
correctly. SQLState=08004, SQLErr#=911)
	 [Nested SQLException](ErrorMsg=BACKUP DATABASE is terminating abnormally.
SQLState=S1000, SQLErr#=3013)java.sql.SQLException: Could not locate entry in sysdatabases
for database 'craDistribution'. No entry found with that name. Make sure that the name is
entered correctly.

Solution

Complete these steps in order to resolve the issue:

1. Stop the CRS Node Manager from Windows services.

2. Go to Start > Programs > Micorsoft SQL server > Query Analyzer.

3. In the Connect to SQL Server dialog box, enter these settings:

   • In the SQL Server field, enter the name of the Cisco CRS server, Servername\CRSSQL.

   • Under Connect Using, choose Windows Authentication.

4. Click OK.

   The SQL query analyzer window opens. In the top middle of the screen, you have the option to select different databases, such as db_cra, db_reporitory, FCRasSvr.

5. Check if the craDistribution database exists. (The craDistribution database is not likely to exist).

6. Execute this query in the SQL query analyzer window:

   use db_cra;
   
   exec craAddLocalDistributor '1'
   
   GO
   
   use db_cra_repository;
   
   exec craAddLocalDistributor '1'
   
   GO
   
   use FCRasSvr;
   
   exec craAddLocalDistributor '1'
   
   GO

   Note: It takes few minutes for the craDistribution database to be created.

7. Refresh the databases in Enterprise Manager on the CRS SQL server.

8. From Serviceability, enable these services:

   • Cisco Desktop LDAP Monitor Service

   • Cisco Desktop Sync Service

9. Once you see the craDistribution database, restart the CRS Node Manager from Windows services.

After you complete these steps, you should be able to proceed with the back up.

Known issues

Here are similar known issues:

• CSCse15624 (registered customers only) —ArrayIndexOutOfBoundsException in the Repository layer

• CSCtb16475 (registered customers only) —uninstall of SR4 build 19, backup is not working (BarsCLIi is missing)

• CSCsy04635 (registered customers only) —Backup fails with ARCHIVE_CREATION_ERROR

• CSCtj11587 (registered customers only) —UCCX 8 database instance is always using lower case letters

Problem

UCCX backup fails with this error message: Update failed : Unable to access SFTP server or SFTP server too slow to respond. Please make sure the login credentials and path are correct.

Solution

This issue occurs when the path defined for back up is anything else other than a backslash ( \ ), which is the root directory in most cases. Ensure that you enter the path for backup as \.

Related Information

• IPCC Express: Troubleshooting Tips for Upgrade, Backup, and Restore Issues
• Voice Technology Support
• Voice and Unified Communications Product Support
• Technical Support & Documentation - Cisco Systems