Troubleshooting Cisco Unity Connection

The Troubleshooting Guide for Cisco Unity Connection helps resolve problems that you might encounter with Cisco Unity Connection. If your Unity Connection system is exhibiting a symptom that is documented in this troubleshooting guide, perform the recommended troubleshooting procedures. However, if the symptom is not documented in this troubleshooting guide, or if the recommended troubleshooting does not resolve the problem, do the procedure mentioned in this chapter to determine whether the problem is caused by SELinux Security policies. (SELinux replaced Cisco Security Agent(CSA) on Unity Connection servers.) You can also use traces to troubleshoot various problems associated with Unity Connection.

For more information on the CLI commands, see the applicable Command Line Interface Reference Guide for Cisco Unified Communications Solutions at .

Troubleshooting Cisco Unity Connection

Using Diagnostic Traces for Troubleshooting

Diagnostic traces can be used as a tool to assist you in troubleshooting problems. In Cisco Unity Connection Serviceability, you enable traces to troubleshoot Cisco Unity Connection components. In Cisco Unified Serviceability, you enable traces to troubleshoot services that are supported in Cisco Unified Serviceability. After the traces are enabled, you can access the trace log files using Real-Time Monitoring Tool (RTMT) or the command line interface (CLI).

Traces in Cisco Unity Connection Serviceability

Cisco Unity Connection Serviceability provides both micro traces and macro traces that you can enable individually or in any combination.

Cisco Unity Connection Serviceability micro traces

Used to troubleshoot problems with specific Unity Connection components.

Cisco Unity Connection Serviceability macro traces

Used to troubleshoot general areas of Unity Connection functionality.

After the traces are enabled, you can access the trace log files using the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI).

Micro Traces for Selected Problems

You can use Cisco Unity Connection Serviceability micro traces to troubleshoot problems with specific Unity Connection components. Table 1-1 provides information on different Cisco Unity Connection Serviceability micro traces that you need for troubleshooting selected problems and for viewing the trace logs. (For instructions on using Cisco Unity Connection Serviceability micro traces, see the “Using Traces” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 11.x, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/11x/serv_administration/b_11xcucservag.html).


Note

Enabling Cisco Unity Connection Serviceability micro traces decreases system performance. Enable traces only for troubleshooting purposes.

Table 1. Cisco Unity Connection Serviceability Micro Traces for Selected Problems

Problem Area

Traces to Set

RTMT Service to Select

Trace Log Filename

Audio Issues

Playing an attachment via the TUI

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

ConvSub (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Calendar Integration Issues

Calendar integration

CCL (levels 10, 11, 12, 13)

Connection Conversation Manager.

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsWebDav (levels 10, 11, 12, 13)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Calendar integration (event notifications)

CsWebDav (levels 10 through 13)

Connection IMAP Server

diag_CuImapSvr_*.uc

Call Issues

Routing rules

Arbiter (levels 14, 15, 16)

Connection Conversation Manager

diag_CuCsMgr_*.uc

RoutingRules (level 11)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Client Issues

Cisco Unified Personal Communicator client (IMAP-related issues)

(see also “Cisco Unified Personal Communicator client (IMAP-related issues)” in Table 1-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsMalUmss (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CuImapSvr (all levels)

Connection IMAP Server

diag_CuImapSvr_*.uc

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

ViewMail for Outlook (sending and receiving messages)

(see also “ViewMail for Outlook (sending and receiving messages)” in Table 1-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsMalUmss (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CuImapSvr (all levels)

Connection IMAP Server

diag_CuImapSvr_*.uc

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

Unity Connection Cluster Issues

Unity Connection clusters (except file replication)

SRM (all levels)

Connection Server Role Manager

diag_CuSrm_*.uc

Unity Connection cluster file replication

CuFileSync (all levels)

Connection File Syncer

diag_CuFileSync_*.uc

External Message Store Issues

Accessing emails in an external message store

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Fax Issues

File rendering

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP messages are not sent

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP server mishandles faxes

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

LDAP Issues

LDAP synchronization

(see also “LDAP synchronization” in Table 1-3)

CuCmDbEventListener

Connection CM Database Event Listener

diag_CuCmDbEventListener_*.uc

Message Issues

Dispatch messages

(see also “Dispatch messages” in Table 1-2)

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

IMAP messages

(see also “IMAP messages”in Table 1-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsMalUmss (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CuImapSvr (all levels)

Connection IMAP Server

diag_CuImapSvr_*.uc

MTA (all levels)

Unity Connection Message Transfer Agent

diag_MTA_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

Message delivery and retrieval

(see also “Message delivery and retrieval” in Table 1-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsMalUmss (levels 10, 14, 18, 22, 23, 26)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

Notifier (all levels except 6 and 7)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

UmssSysAgentTasks (all levels)

Connection System Agent

diag_CuSysAgent_*.uc

Message Relay Issues

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

NDRs

(see also “NDRs” in Table 1-2)

CML (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CuCsMgr (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Notifications not sent

(see also “Notifications not sent” in Table 1-2)

CuCsMgr (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Notifier (all levels except 6 and 7)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

SMTP/HTML notification/Intelligent Notification

Notifier (all levels except 6 and 7)

Connection Notifier

diag_CuNotifier_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

Secure message aging

UmssSysAgentTasks (all levels)

Connection System Agent

diag_CuSysAgent_*.uc

SMS notifications

Notifier (all levels except 6 and 7)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Networking Issues

Intrasite Networking replication

(see also “Intrasite Networking replication” in Table 1-2)

CuReplicator

Connection Digital Networking Replication Agent

diag_CuReplicator_*.uc

Intersite Networking replication

Feeder (levels 00, 01, 02, 03)

Connection Tomcat Application

diag_Tomcat_*.uc

FeedReader (levels 00, 01, 02, 03, 10, 14)

Connection System Agent

diag_CuSysAgent_*.uc

HTTP(S) Networking

FeedReader (levels 00, 01, 02, 03, 10, 14)

Connection System Agent

diag_CuSysAgent_*.uc

Feeder (levels 00, 01, 02, 03)

Connection Tomcat Application

diag_Tomcat_*.uc

VPIM message delivery

(see also “VPIM message delivery” in Table 1-2)

MTA (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

Personal Call Transfer Rule Issues

Accessing calendar information

CCL (levels 10, 11, 12, 13)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

CsWebDav (levels 10, 11, 12, 13)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Configuring personal call transfer rule settings by phone

ConvSub (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Rule processing during calls to a rules-enabled user

ConvRoutingRules (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

RulesEngine (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

Connection Conversation Manager

diag_CuCsMgr_*.uc

Rules-related conversations

CDE (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Phone View Issues

Phone View

PhoneManager (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Report Issues

Data collection in reports

ReportDataHarvester (all levels)

Connection Report Data Harvester

diag_CuReportDataHarvester_*.uc

Display of reports

CuService (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

RSS Feed Issues

Access to RSS feeds of voice messages

RSS (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

SNMP Issues

SNMP

CuSnmpAgt (all levels)

Connection SNMP Agent

diag_CuSnmpAgt_*.uc

SpeechView Transcription Issues

SpeechView transcriptions

SttClient (all levels)

Connection Message Transfer Agent

diag_MTA_*.uc

SttService (all levels)

Connection SpeechView Processor

diag_SttService_*.uc

SMTP (all levels)

Connection SMTP Server

diag_SMTP_*.uc

MTA (level 10, 11, 12, 13)

Connection Message Transfer Agent

diag_MTA_*.uc

SysAgent (level 10, 11, 12, 16)

Connection System Agent

diag_CuSysAgent_*.uc

Sending transcriptions to notification devices

Notifier (level 16, 21, 25, 30)

Connection Notifier

diag_CuNotifier_*.uc

Test Button (External Service and External Service Account) Issues

Test button (external service diagnostic tool)

CuESD (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

Web Inbox Issues

Interactions with Representational State Transfer (REST) API

VMREST (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

Jabber VoiceMail Issues

Jabber VoiceMail

Not Applicable as it is enabled by default

Cisco Tomcat

localhost_access_log.txt

Not Applicable as it is enabled by default

Connection Jetty

request.log

Notifier (level 18 and 21)

Connection Notifier

diag_CuNotifier_*.uc

Cuca

Connection Tomcat Application

diag_Tomcat_*.uc

VMREST

Connection Tomcat Application

diag_Tomcat_*.uc

Visual VoiceMail Issues

TRAP - (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

VMREST (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

Arbiter - (level 12 to17)

Connection Conversation Manager

diag_CuCsMgr_*.uc

CDE-04 - <13-17>

Connection Conversation Manager

diag_CuCsMgr_*.uc

MiuCall - (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.ucCu

MiuGeneral - (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

MiuIO - <11-15>

Connection Conversation Manager

diag_CuCsMgr_*.uc

MiuMethod - (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

MiuSIP - (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

MiuSIPStack - (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Mixer - (all levels)

Connection Mixer

diag_CuMixer_*.uc

Licensing Issues
Licensing

CuLicMgrSvr (all levels)

Connection License Manager Server

diag_CuLicSvr_*.uc

elm-client*.log

Tenant Partitioning Issues
Tenant Partitioning

Cuca

Connection Tomcat Application

diag_Tomcat_*.uc

VMREST (all levels)

Connection Tomcat Application

diag_Tomcat_*.uc

Video Greetings Issues
Video Greetings

CDE (level 1, 10 to 17, 20, 21)

Connection Conversation Manager

diag_CuCsMgr_*.uc

ConvSub (level 01 to 05)

Connection Conversation Manager

diag_CuCsMgr_*.uc

MiuIO (level 11 to 13, 25, 27)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Miu Sip/Miu Sip Stack (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

MiuMethods/MiuCall (all levels)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Mixer (levels 01 to 04)

Connection Mixer

diag_CuMixer_*.uc

Video (level 10 and 11)

Connection Conversation Manager

diag_CuCsMgr_*.uc

SAML SSO Issues
SAML SSO

CLI Command to activate SAML SSO logs:

admin: set samltrace level <trace-level>

where

trace-level can be BEBUG, INFO, WARNING, ERROR, or FATAL

CLI Command to check trace level:

admin: show samltrace level

Cisco Tomcat

Cisco Tomcat Security

Cisco SSO

ssosp*.log

ssoApp.log

Miscellaneous Issues

Synchronization traces between Unity Connection and Exchange

CsMbxSync

Connection Mailbox Sync

diag_CuMbxSync_*.uc

Exchange EWS calls in MbxSync diag

CsEws

Connection Mailbox Sync

diag_CuMbxSync_*.uc

EWS notification in Jetty web service diags

EWSNotify

Connection Jetty

Exchange 2003 webdav protocol diags

CsWebDav

Connection Mailbox Sync

diag_CuMbxSync)_*.uc

Activities of Connection external service

CuEsd

Connection Tomcat Application

diag_Tomcat_*.uc

Message deposition on Connection

MTA

Connection Message Transfer Agent

diag_CuMta_*.uc

CUCA test buttons for UM service and UM user pages

Cuca

Connection Tomcat Application

diag_Tomcat_*.uc

Autodiscovery feature diags

MbxLocator

Connection Mailbox Sync

diag_CuMbxSync_*.uc

MbxSyncQ and EWSNotiftQ events

DBEvent

Connection DB Event Publisher

diag_DbEventPublisher_*.uc

PIN Synchronization Issues

PIN Synchronization Issues

AxlAccess (level 00,01)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Bulk Administration Tool (all levels)

Tomcat Logs

diag_Tomcat_*.uc

CiscoPCA (level 00,01,02,13)

Tomcat Logs

diag_Tomcat_*.uc

Cuca (all levels)

Tomcat Logs

diag_Tomcat_*.uc

CuCsMgr (level 10)

Connection Conversation Manager

diag_CuCsMgr_*.uc

VMREST (all levels)

Tomcat Logs

diag_Tomcat_*.uc

CDL (level 10 and 11)

Connection Conversation Manager

diag_CuCsMgr_*.uc

ConvSub (level 01,03,04,05)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Macro Traces for Selected Problems

Cisco Unity Connection Serviceability macro traces enable a preselected set of micro traces with which you can troubleshoot general areas of Unity Connection functionality.

Table 1-2 lists the information for Cisco Unity Connection Serviceability macro traces that you need for troubleshooting selected problems and for viewing the trace logs. (For instructions on using Cisco Unity Connection Serviceability macro traces, see the “Using Traces” chapter of the Administration Guide for Cisco Unity Connection Serviceability Release 11.x, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/11x/serv_administration/b_11xcucservag.html).


Note
Enabling Cisco Unity Connection Serviceability macro traces decreases system performance. Enable traces only for troubleshooting purposes.
Table 2. Cisco Unity Connection Serviceability Macro Traces for Selected Problems

Problem Area

Traces to Set

RTMT Service to Select

Trace Log Filename

Audio Issues

Audio quality

Media (Wave) Traces

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Mixer

diag_CuMixer_*.uc

Call Issues

Call control

Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Call flow

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

ViewMail for Outlook (recording or playback by phone)

Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Client Issues

Cisco Unified Personal Communicator client (IMAP-related issues)

(see also “Cisco Unified Personal Communicator client (IMAP-related issues)” in Table 1-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

ViewMail for Outlook (sending and receiving messages)

(see also “ViewMail for Outlook (sending and receiving messages)” in Table 1-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

ViewMail for Outlook

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection IMAP Server

diag_CuImapSvr_*.uc

Connection Message Transfer Agent

diag_MTA_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Connection REST Service

diag_Tomcat_*.uc

Connection Mailbox Sync

diag_CuMbxSync_*.uc

Cisco Unity Connection Serviceability Issues

Cisco Unity Connection Serviceability

Connection Serviceability Web Service

Connection Tomcat Application

diag_Tomcat_*.uc

Conversation Issues

Conversations

Conversation Traces

Connection Conversation Manager

diag_CuCsMgr_*.uc

Message Issues

Dispatch messages

(see also “Dispatch messages” in Table 1-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

IMAP messages

(see also “IMAP messages” in Table 1-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

Message delivery and retrieval

(see also “Message delivery and retrieval” in Table 1-1)

Message Tracking Traces

Connection Message Transfer Agent

diag_MTA_*.uc

Connection System Agent

diag_CuSysAgent_*.uc

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Tomcat Application

diag_Tomcat_*.uc

Connection IMAP Server

diag_CuImapSvr_*.uc

NDRs

(see also “NDRs” in Table 1-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

Notifications not sent

(see also “Notifications not sent” in Table 1-1)

Traces for Other Notification Problems (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Message not synchronized in Unified Messaging

Single Inbox Traces

Connection Mailbox Sync

diag_CuMbxSync_*.uc

MWI Issues

MWIs

Traces for MWI problems (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Networking Issues

Intrasite Networking replication

(see also “Intrasite Networking replication” in Table 1-1)

Digital Networking

Connection Digital Networking Replication Agent

diag_CuReplicator_*.uc

VPIM message delivery

(see also “VPIM message delivery” in Table 1-1)

Call Flow Diagnostics

Connection Conversation Manager

diag_CuCsMgr_*.uc

Startup Issues

Unity Connection startup fails

Unity Startup

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Notifier

diag_CuNotifier_*.uc

Text to Speech Issues

Text to Speech

Call Control (Miu) Traces (expand the macro trace to select SIP or SCCP)

Connection Conversation Manager

diag_CuCsMgr_*.uc

Media (Wave) Traces

Connection Conversation Manager

diag_CuCsMgr_*.uc

Connection Mixer

diag_CuMixer_*.uc

Text to Speech (TTS) Traces

Connection Conversation Manager

diag_CuCsMgr_*.uc

Using Micro or Macro Traces

When you use Cisco Unity Connection Serviceability micro traces or macro traces to troubleshoot problems in Unity Connection, you must first enable the applicable traces in Cisco Unity Connection Serviceability. Then you can use the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI) to collect and view the logs that are generated by the traces.

Enabling Micro or Macro Traces and View Trace Logs

Procedure
  Command or Action Purpose
Step 1

In Cisco Unity Connection Serviceability, on the Trace menu, do either of the following:

  • select Micro Traces to enable micro traces.

  • Select Macro Traces to enable macro traces.

Step 2

On the Micro Traces or Macro Traces page, in the Server field, select the name of the Unity Connection server and select Go.

Step 3

Do either of the following:

  • In the Micro Trace field, select the micro trace that you want to set and select Go.

  • Check the check box of the macro trace that you want to enable.

Step 4

Under Micro Traces or Macro Traces, check the check boxes for the micro-trace or macro-trace levels that you want to set and select Save.

Step 5

Reproduce the problem.

Step 6

To collect the trace log files, launch the Real-Time Monitoring Tool (RTMT). For detailed instructions, see the “Working with Trace and Log Central” chapter of the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide, available at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

You can access the trace log files using the command line interface (CLI). For information, see the applicable Command Line Interface Reference Guide for Cisco Unified Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Step 7

In RTMT, on the System menu, select Tools  > Trace  > Trace & Log Central.

Step 8

In the Trace & Log Central tree hierarchy, double-click Collect Files.

Step 9

In the Select CUC Services/Application tab, check the check boxes for the applicable services and select Next.

Step 10

In the Select System Services/Applications tab, select Next.

Step 11

In the Collection Time group box, specify the time range for which you want to collect traces.

Step 12

In the Download File option group box, specify the options you want for downloading traces.

Step 13

Select Finish.

Step 14

To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.

Step 15

In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 3 and Step 4, then select Save.

Traces in Cisco Unified Serviceability

Traces for Selected Problems

You can use Cisco Unified Serviceability traces to troubleshoot certain problems. After the traces are enabled, you can access the trace log files using the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI).

Table 1-3 lists the information for Cisco Unified Serviceability traces that you need for troubleshooting selected problems and for viewing the trace logs. (For detailed information on using Cisco Unified Serviceability traces, see the “Trace” chapter of the applicable Cisco Unified Serviceability Administration Guide at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.)


Note

Enabling Cisco Unified Serviceability traces decreases system performance. Enable traces only for troubleshooting purposes.
Table 3. Cisco Unified Serviceability Traces for Selected Problems

Problem Area

Traces to Set

RTMT Service to Select

Backing up and restoring

Cisco DRF Local
Cisco DRF Master

Cisco DRF Local
Cisco DRF Master

LDAP synchronization

Cisco DirSync

Cisco DirSync

Web application sign-in

Cisco CCMRealm Web Service

Cisco CallManager Realm

Using Traces to Troubleshoot Problems

When you use Cisco Unified Serviceability traces to troubleshoot problems in Cisco Unity Connection, you must first enable the applicable traces in Cisco Unified Serviceability. Then you can use the Real-Time Monitoring Tool (RTMT) or the command line interface (CLI) to collect and view the logs that are generated by the traces.

Enabling Cisco Unified Serviceability Traces and View Trace Logs

Procedure

Step 1

In Cisco Unified Serviceability, on the Trace menu, select Troubleshooting Trace Settings.

Step 2

On the Troubleshooting Trace Settings page, under Directory Services, check the check box for the trace that you want to enable and select Save.

Step 3

Reproduce the problem.

Step 4

To collect the trace log files, launch the Real-Time Monitoring Tool (RTMT). For detailed instructions, see the “Working with Trace and Log Central” chapter of the applicable Cisco Unified Real-Time Monitoring Tool Administration Guide, available at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

You can access the trace log files using the command line interface (CLI). For information, see the applicable Command Line Interface Reference Guide for Cisco Unified Communications Solutions at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html.

Step 5

In RTMT, on the System menu, select Tools  > Trace  > Trace & Log Central.

Step 6

In the Trace & Log Central tree hierarchy, double-click Collect Files.

Step 7

In the Select CUC Services/Application tab, select Next.

Step 8

In the Select System Services/Applications tab, check the check boxes for the applicable service and select Next.

Step 9

In the Collection Time group box, specify the time range for which you want to collect traces.

Step 10

In the Download File option group box, specify the options you want for downloading traces.

Step 11

Select Finish.

Step 12

To view the trace files that you collected, you can use the Local Browse option of the trace collection feature.

Step 13

In Cisco Unity Connection Serviceability, disable the traces that you enabled in Step 2, and select Save.