Cisco Unity

Troubleshoot Visual Voicemail Error

Document ID: 111726

Updated: May 28, 2012



This document discusses how to resolve the issues related to Visual Voicemail.



There are no specific requirements for this document.

Components Used

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

  • Cisco Unified Communications Manager 7.x/8.x

  • Cisco Unity 7.x/8.x

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.


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

Error: Cannot sign in. Incorrect extension or PIN

After you install Visual Voicemail in order to access Cisco Unity voice messages, this error message appears: Cannot sign in. Incorrect extension or PIN. Everything works when you call in from the phone through the telephone user interface (TUI).


Complete these steps in order to resolve the issue:

  1. Complete these steps in order to collect the GUSI files:

    1. On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.

    2. In the left pane under Reporting Tools, double-click Gather Unity System Info.

    3. Run the Gather Cisco Unity System Information utility.

    4. Choose a location for the .CAB file that contains the Cisco Unity system information.

    5. Click Write to File, and save the system information to a specified location. In most cases, the default directory is under \Commserver\SystemInfo\.

      Note: This utility gathers basic information about the local Cisco Unity server installation and the last five days worth of application and system event log data. This information is bundled into a compressed CAB file which is very useful when you troubleshoot Cisco Unity issues.

  2. Check the Cisco Unified Communications System settings for Visual Voicemail.

  3. Restart the TFTP service.

  4. Reset the phone.

If the issue still persists, complete these steps in order to resolve the issue:

  1. On the Cisco Unity server, choose Start > All Programs > Administrative Tools > Internet Information Services (IIS) Manager.

  2. In the Internet Services Manager window, choose SERVERNAME (name of the Cisco Unity Server) > Default Web Site.

  3. Under the Default Web Site, right-click the VMWS web site, and choose Properties.

  4. On the Directory Security tab, click the Edit button under Secure Communications.


  5. In the Secure Communications window, uncheck the Require Secure Channel (SSL) box.


Error: Destination is not reachable or cannot be found.

With Cisco Unity 8.x/CUCM 8.x, when you connect to Visual Voicemail through the Phone Console, this error message is received.

Destination is not reachable or cannot be found


This can happen when the CUCM part of the Visual Voicemail configuration has been configured to use the hostname instead of IP Address of Cisco Unity. In order to resolve the issue, change the configuration to use the IP address.

Visual voicemail does not work and "contact your administrator" error appears


When the message key on phone is pressed the error please contact your administrator error message appears.


This error message is displayed if a user presses the Messages button during the installation of the Visual Voicemail service. In order to resolve this issue, ask the user to wait for approximately one minute, until the Visual Voicemail application has downloaded. Then ask the user to press the Messages button again. If Visual Voicemail starts, the problem is resolved.

Captured sniffers and traces found that the service vendor name was Cisco in the .jad file, and it was different on the Cisco Unified Communications Manager. Once it was changed to Cisco, Visual Voicemail worked correctly.

Only Visual Voicemail Service is available unable to access the other services


When you have the VisualVoicemail service as Standard IP phone service, you login to Visual Voicemail and exit. Then the next time when you hit services, it takes you to the same screen of Visual Voicemail login.


The issue is if you choose Visual Voicemail as an IP phone service and login. This loses the functionality to return to the other phone services.

When you choose the service type as Messages, then you get two options on the IP phone, which are Voicemail and Visual Voicemail. You need to login to Visual Voicemail. Choose options > Go to Audio Voicemail Inbox. Then if you hit messages again, you get the two options: Voicemail and Visual Voicemail.

  • Use Messages for Visual Voicemail. Once you are logged into visual voicemail you can go to audio voicemail box if you prefer.

The reason is that when you create this service, the .jad file acts a replacement for the messages URL.


In this case, you can choose to configure this as a standard IP phone service and login to Visual Voicemail after you choose the Services button. The .jad URL is still mapped with Visual Voicemail. That is why when you hit on services agai , you do not get the other services listed . It shows you only the login screen for Visual Voicemail.

Related Information

Updated: May 28, 2012
Document ID: 111726