Troubleshooting Single Inbox Issues
You may face some issues with single inbox that you can troubleshoot using the information provided in the sections mentioned further.
Mismatch of Date and Time for Messages in Unity Connection and Exchange 2003
Following are the circumstances when the date and time Unity Connection received a message is not synchronized with the date and time on Exchange 2003:
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A user already has voice messages when the administrator configures single inbox for the user. In Unity Connection, the messages continue to have the date and time that they were received. In Exchange 2003, the messages have the date and time that they were synchronized with Exchange.
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A administrator uses the Disaster Recovery System to restore voice messages and the backup contains messages that do not exist in Exchange 2003 because the user deleted them from Exchange after the backup. Unity Connection resynchronizes the voice message into Exchange. The date and time on the messages in Unity Connection are the original date and time that the messages were received, but the date and time on the messages in Exchange is the date and time that they were synchronized with Exchange.
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Single inbox is configured and the connectivity between Unity Connection and Exchange 2003 is interrupted and restored. In Unity Connection, messages received during the interruption in connectivity have the date and time that they were received. In Exchange, the messages have the date and time that they were synchronized after connectivity is restored.
Message Relay Not Working or is Not Working as Expected
If messages are not being relayed at all, confirm that you have specified the IP address for an SMTP smart host through which Unity Connection relays SMTP messages. (If DNS is configured, you can also specify the fully qualified domain name of the smart host.) To verify this, log in to Unity Connection Administration, navigate to the System Settings > SMTP Configuration > Smart Host page and verify the IP address or hostname of smart host.
If messages are being relayed but not as you expect, check how the message actions are relaying messages for a specific user through the Message Actions page in Unity Connection Administration for that user.
If messages are disappearing, see the Unity Connection Unable to Relay Messages.
Single Inbox Not Working for Anyone on Unity Connection
When single inbox is not working for any of the users on a Cisco Unity Connection server (for example, Unity Connection voice messages are not synchronized into Office 365 and the messages sent from ViewMail for Outlook are not delivered), do the following tasks.
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On the primary server, in Cisco Unity Connection Serviceability, go to
, and confirm that the status of the Connection Mailbox Sync (in the Critical Services section) service is Started: -
If a firewall is configured between the Unity Connection and Exchange servers or between Unity Connection and Active Directory domain controllers, confirm that the necessary ports are opened. For more information, see the “IP Communications Required by Cisco Unity Connection” chapter in the Security Guide for Cisco Unity Connection, Release 14 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/security/guide/b_14cucsecx.html.
When single inbox configuration with Gmail server is not working for any of the users on Cisco Unity Connection server, do the following task.
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On primary server, in Cisco Unity Connection Serviceability, go to
and confirm that the status of the Connection Google Workspace Sync Service (in the Critical Services section) is started.
Single Inbox configuration with Exchange not working for Unified Messaging Users
When Single Inbox configuration with Exchange is not working only for the Unity Connection users whose unified messaging accounts are associated with the same unified messaging service, do the following tasks.
When a cluster is configured, do the Unity Connection-specific tasks only on the primary (active) server.
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Confirm that the unified messaging service is enabled and that single inbox is enabled:
In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services.
On the Search Unified Messaging Services page, select the unified messaging service of which you want to check the status.
On the Edit Unified Messaging Service page, confirm that the Enabled check box is checked.
Confirm that the Synchronize Unity Connection and Exchange Mailboxes (Single Inbox) check box is checked.
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Test the unified messaging service:
In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services.
On the Search Unified Messaging Services page, select the unified messaging service that you want to test.
On the Edit Unified Messaging Service page, select Test.
Correct any problems that are listed on the Task Execution Results page.
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Test one of the affected unified messaging accounts:
In Unity Connection Administration, expand Users and select Users.
On the Search Users page, select the user for which you want to update the unified messaging account.
On the Edit User Basics page, in the Edit menu, select Unified Messaging Accounts. On the Unified Messaging Accounts page, select Test.
Correct any problems that are listed on the Task Execution Results page. Among the problems that the Task Execution Results page may list are the following browser errors:
401 error: Possible causes include an incorrect password for the unified messaging services account, an incorrect username, or an invalid format for the username. (If you use the domain\user format, do not use FQDN format for the domain name.) Another possible cause is that the value of the Web-Based Authentication Mode list does not match the authentication mode configured in Exchange. All values appear on the Edit Unified Messaging Service page.
403 error: SSL is required in Exchange or Office 365, but the public certificates from the certification authority (CA) that signed the certificates on the Exchange servers have not been uploaded to the Unity Connection server.
404 error: (Exchange Only) One possible cause is that the unified messaging service is configured to use the HTTPS protocol to communicate with Exchange servers, but SSL is not enabled in Exchange.
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In Cisco Unity Connection Serviceability, go to
. In the Critical Services section, confirm that the service status for the Connection Mailbox Sync service is Started. -
Check Active Directory settings on the unified messaging services account:
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Confirm that the account is not locked.
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Confirm that the password for the account has not expired.
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Temporarily replace the unified messaging services account with the Active Directory account for a Unity Connection user associated with this unified messaging service:
In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services. On the Edit Unified Messaging Service page of the select unified messaging service, in the Username and Password fields, replace the credentials for the unified messaging services account with the credentials for a Unity Connection user associated with the service.
Send the user a Unity Connection voice message, and determine whether the voice message synchronized to Exchange or Office 365.
If the message did not synchronize, switch the Username and Password fields back to the values for the unified messaging services account, then skip to Task 7.
If the message did synchronize, the problem is probably with permissions on the unified messaging services account. Continue with Task 6.c.
Switch the Username and Password fields back to the values for the unified messaging services account.
Regrant permissions as documented in the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 14 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/unified_messaging/guide/b_14cucumgx.html.
Send the Unity Connection user another voice message, and determine whether the voice message synchronized to Exchange or Office 365.
If the message did not synchronize, skip to Task 7.
If the message did synchronize, test with some other users who are associated with the same unified messaging service to ensure that the problem is resolved.
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If Exchange mailboxes for the users are all homed on the same Exchange server, confirm that the required services are running on the Exchange servers:
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If the mailboxes are all homed on Exchange 2010, confirm that the EWS virtual directory is running on that Exchange server.
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Confirm that Exchange authentication and SSL settings are the same on all the Exchange servers and confirm that Unity Connection settings match the Exchange settings. For more information, see the “Confirming Exchange Authentication and SSL Settings for Unity Connection ” section of the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 14 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/unified_messaging/guide/b_14cucumgx.html.
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(Office 365 Only) Confirm that Office 365 servers, which Unity Connection accesses have authentication mode set to Basic or OAuth2.
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(Office 365 Only) If authentication mode is set to OAuth2 for Office 365 service, then verify the following:
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If "EvtMbxOAuthAccessTokenDBSaveSuccess" event occurs in the CiscoSysLog in every 50 minutes, this confirms that the OAuth access token is successfully updated in the database for Unified Messaging Service.
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If CiscoSysLog contains "EvtMbxOAuthAccessTokenRefreshThreadFailed" event, this confirms that the refresh token thread is not successfully started.
To resolve the issue, restart the Connection Mailbox Sync service on Cisco Unity Connection Serviceability page.
If you are not able to resolve the issue, contact to Cisco TAC.
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If CiscoSysLog contains "EvtMbxOAuthDBHelperFailedToSetAccessToken" event, this confirms that OAuth access token is not successfully saved in database.
If you are not able to resolve the issue, contact to Cisco TAC.
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If CiscoSysLog contains "EvtMbxOAuthDecryptionFailed" event, this confirms that while fetching the token, Unified Messaging Service password is not decrypted successfully.
To resolve the issue, go to Cisco Unity Connection Administration and navigate Unified Messaging > Unified Messaging Services > Edit Unified Messaging Service.
On Edit Unified Messaging Service page, enter the password again in Account Used to Access Exchange field and Save the page.
If you are not able to resolve the issue, contact to Cisco TAC.
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If CiscoSysLog contains "EvtMbxOAuthEmptyAccessTokenAfterMaxRetries" event, this confirms that empty access token has been received.
To resolve the issue, go to Edit Unified Messaging Service page on Cisco Unity Connection Administration and check all the configuration entered on the page.
If you are not able to resolve the issue, contact to Cisco TAC.
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If CiscoSysLog contains "EvtMbxOAuthHttpStatusCode" event, this confirms that access token requset getting bad response. You may get below error code in CiscoSysLog.
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401 error: Possible causes include the incorrect values of Application ID, Client Secret and Client ID. Verify the values on the Edit Unified Messaging Service page.
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0 error: Possible causes include the incorrect values of Proxy Server and Active Directory DNS Domain Name. Verify the values on the Edit Unified Messaging Service page.
After resolving the errors, either wait for the OAuth access token to be successfully updated in the database or run the below CLI for immediate resolution.
admin:run cuc dbquery unitydirdb update tbl_externalservicetoken set exchservertoken="" where externalserviceobjectid='<obejectid of corresponding unified messaging service>'
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If you configured the unified messaging service to validate certificates for Exchange or Office 365 servers or for Active Directory domain controllers:
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Confirm that the applicable certification authority certificates have been uploaded to the Unity Connection server.
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Confirm that the certification authority certificates have not expired.
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(Exchange Only) If all Unity Connection users associated with this unified messaging service have mailboxes homed on the same Exchange server, and if you are using HTTPS as the web-based protocol, confirm that SSL is properly configured:
Confirm that certification authority certificates have been uploaded to the Unity Connection server.
In Unity Connection Administration, confirm that the Exchange server name specified in the unified messaging service exactly matches the common name in the SSL certificate for that Exchange server.
Confirm that the SSL certificates have not expired.
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(Exchange Only) Use Microsoft EWSEditor to access the Exchange mailbox of a Unity Connection user using the unified messaging services account. This allows you to determine whether the problem occurs even when Unity Connection is not involved.
EWSEditor software and documentation are available on the Microsoft website.
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Confirm DNS settings:
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Confirm that the Exchange server is reachable from Unity Connection.
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If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm that the Unity Connection server is configured to use DNS.
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If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm that the name of the Exchange or Office 365 server is resolvable by the DNS server that Unity Connection is configured to use.
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If you configured the unified messaging service to search for Exchange or Office 365 servers, confirm that the DNS server that Unity Connection is using is configured with appropriate records for auto-discovery.
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Single Inbox configuration with Gmail Server not working for Unified Messaging Users
When Single Inbox configuration with Gmail Server is not working for Unity Connection users whose unified messaging accounts are associated with same unified messaging service, do the following tasks.
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When a cluster is configured, do Unity Connection specific tasks only on the primary(active) server. |
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Confirm that Unified Messaging service is enabled and Google Workspace is also enabled by performing below steps:
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In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services.
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On Search Unified Messaging Services page, select the service, of which user want to check the status.
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On the Edit Unified Messaging Service page, confirm that the Enabled check box is checked.
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Confirm that the Synchronize Connection and Google Workspace Mailboxes (Single Inbox) check box is checked.
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Test Unified Messaging Service by performing below steps:
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In Unity Connection Administration, expand Unified Messaging and select Unified Messaging Services.
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On Search Unified Messaging Services page, select the unified messaging service, of which user want to test.
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On Edit Unified Messaging Service page, select Test.
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Correct any problems that are listed on Task Execution Results page.
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Test one of the affected Unified Messaging Accounts:
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In Unity Connection Administration, expand Users and select Users.
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On Search Users page, select the user for which you want to update the unified messaging account.
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On Edit User Basics page, in Edit menu, select Unified Messaging Accounts. On Unified Messaging Accounts page, select Test.
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Correct any problems that are listed on Task Execution Results page.
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In Cisco Unity Connection Serviceability, go to
. In Critical Services section, confirm that the service status for Connection Google Workspace Service is Started. -
Check Active Directory settings on Unified Messaging Services Account:
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Confirm that account is not locked.
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Confirm that password for the account has not expired.
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Confirm DNS settings
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Confirm that Gmail server is reachable from Unity Connection. This can be confirmed by clicking Test button on Edit Unified Messaging Service page.
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Correct any problems that are listed on Task Execution Results page.
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Single Inbox configuration with Exchange is not working for user or subset of users
When single inbox configuration with Exchange is not working (for example, Unity Connection voice messages are not synchronized into Exchange, and messages sent from ViewMail for Outlook are not delivered), and when the problem is occurring for one or more Unity Connection users but not for all users associated with a unified messaging service, do the following tasks.
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When a cluster is configured, do the Unity Connection-specific tasks only on the primary (active) server.
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If the user’s Exchange mailbox was moved, and if the user is associated with a unified messaging service that specifies an Exchange server instead of allowing Unity Connection to search for Exchange servers, determine whether Unity Connection is able to automatically detect mailbox moves. See the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 14 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/unified_messaging/guide/b_14cucumgx.html.
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If the user’s Exchange mailbox is homed on a new Exchange server, confirm that the unified messaging services account has the permissions necessary to access the server. For more information, see the “Configuring Unified Messaging” chapter in the Unified Messaging Guide for Cisco Unity Connection Release 14 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/unified_messaging/guide/b_14cucumgx.html.
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If single inbox is not working for all of the Unity Connection users whose mailboxes are homed on the same Exchange server, confirm that the required services are running on the Exchange servers:
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If the mailboxes are all homed on an Exchange 2013, Exchange 2010,Unity Connection or Exchange 2007 server, confirm that the EWS service is running on that Exchange server.
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If the mailboxes are all homed on an Exchange 2003 server, confirm that the WebDav service is running on that Exchange server.
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If single inbox is not working for all of the Unity Connection users whose mailboxes are homed on the same Exchange server, and if you are using HTTPS as the web-based protocol, confirm that SSL is properly configured:
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In Unity Connection Administration, uncheck the Validate Certificates for Exchange Servers check box, and determine whether single inbox is now working.
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Confirm that SSL certificates have been uploaded to the Unity Connection server.
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Confirm that the SSL certificates have not expired.
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Single Inbox configuration with Gmail Server not working for a user or subset of users
When Single Inbox configuration with Gmail Server is not working (for example, Unity Connection voice messages are not synchronized into Gmail Server), and when problem is occurring for one or more Unity Connection users but not for all users associated with a unified messaging service, check the user settings.
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When a cluster is configured, do Unity Connection specific tasks only on the primary (active) server. |
In Cisco Unity Connection Administration, expand Users and select Users. On Edit User Basics page, in Edit menu, Select Unified Messaging Accounts. Check below mentioned settings on this page :
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On Unified Messaging Accounts page for user, confirm that user is associated with unified messaging service on which Google Workspace is enabled.
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On Unified Messaging Accounts page for user, confirm that Google Workspace is enabled in one of the user’s unified messaging accounts.
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On Unified Messaging Accounts page for user, confirm that Unity Connection is configured to use Gmail address.
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On Edit User Basics page, in Edit menu, select SMTP Proxy Addresses.On SMTP Proxy Addresses page for user, confirm that there is an SMTP proxy address that matches the user’s Gmail address.
Single Inbox Synchronization from Exchange is Delayed
If Unity Connection synchronization to Exchange is working (for example, voice messages are synchronized to users’ Exchange mailboxes) but synchronization from Exchange is delayed (for example, the message waiting indicator is not turned off immediately after the last Unity Connection voice message is heard in ViewMail for Outlook), do the following tasks.
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In Cisco Unity Connection Serviceability, go to
and confirm that the service status for the Unity Connection Jetty service is Started. If not, activate and start the service, then test one of the affected users. -
At a command line on the Exchange server, run the following command to telnet from the Exchange server to the Unity Connection server (confirm that port 7080 is open in the firewall, if applicable):
telnet <IP address of the Unity Connection server> 7080
If no error message is returned, the Exchange server was able to connect to the Unity Connection server. If an error message is returned:
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In Cisco Unity Connection Serviceability, confirm that the Unity Connection Jetty service is running.
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Troubleshoot the network problem.
Press Ctrl-K to exit from Telnet.
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In Cisco Unity Connection Administration, display the unified messaging account for one of the affected users and select Reset.
If synchronization from Exchange to Unity Connection starts working for the affected user, in Unity Connection Administration, display the unified messaging service associated with the affected user (Unified Messaging > Unified Messaging Services) and select Reset.
If you Reset a particular unified messaging service, the synchronization is delayed for all of the users associated with the unified messaging service as Unity Connection resynchronizes data with Exchange.
If the synchronization from Exchange is delayed, you can also check if the number of outstanding requests is consistently not exceeding 999. To check the number of outstanding request, you need to enable the CsMbxSync (level 19) traces. For more information on traces, see Traces in Cisco Unity Connection Serviceability.
If the number of outstanding requests is consistently increasing to a value greater than 999, check the EWS latency (EWS request-response RTT time) between Unity Connection and Exchange Server. If the latency is more than the supported value, calculate the number of connections and change the number of connections to a calculated value. For information on maximum EWS latency and the method to calculate connections, see the “Calculating the Number of Connections for One Unity Connection Server” section of the "Single Inbox" chapter in Design Guide for Cisco Unity Connection Release 14, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/design/guide/b_14cucdg.html.
Single Inbox Synchronization from Office 365 is Delayed
If Unity Connection synchronization to Office 365 is working (for example, voice messages are synchronized to users’ Exchange mailboxes) but synchronization from Office 365 is delayed (for example, the message waiting indicator is not turned off immediately after the last Unity Connection voice message is heard in ViewMail for Outlook), do the following tasks.
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In Cisco Unity Connection Administration, display the unified messaging account for one of the affected users, and select Reset.
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If synchronization from Exchange to Unity Connection starts working for the affected user, in Unity Connection Administration, display the unified messaging service associated with the affected user (Unified Messaging > Unified Messaging Services) and select Reset.
Single Inbox Synchronization from Gmail Server is Delayed
If Unity Connection synchronization to Gmail Server is working but synchronization from Gmail Server is delayed, do the following tasks.
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In Cisco Unity Connection Administration, display Unified Messaging Account for one of the affected users and select Reset.
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In Unity Connection Administration, display Unified Messaging Service associated with the affected user (Unified Messaging > Unified Messaging Services) and select Reset.
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Check number of outstanding requests by enabling the CuGsuiteSyncSrv (level 11) traces. For more information on traces, see "Traces in Cisco Unity Connection Serviceability" section in chapter "Troubleshooting Cisco Unity Connection" of Troubleshooting Guide for Cisco Unity Connection Release 14 available at link https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/troubleshooting/guide/b_14cuctsg.html.
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If a particular unified messaging service is reset, then synchronization is delayed for all of the users associated with the unified messaging service as Unity Connection resynchronizes data with Gmail Server. |
Single Inbox Synchronization from Server Failed
If synchronization from Unity Connection to Exchange/Gmail server fails for set of users and Unified Messaging Account Reset button press is not resolving problem, do the following tasks:
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Run following CLI command to get list of aliases having mailbox status field set as non-zero: run cuc dbquery unitydirdb
.select y.alias from vw_mailboxmap as x, vw_user as y where x.userobjectid=y.objectid AND x.status != 0
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If above CLI execution gives list of user aliases then check the reason of non-zero value of status for listed users. If required, update the status field to zero through the following CLI command: run cuc dbquery unitydirdb update tbl_mailboxmap set status = 0
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Updating the value of "status" as zero is just a work around and user must investigate reason of status change in logs.
Single Inbox Fails with Office 365 Using ADFS
If you are integrating Unity Connection with Office 365 for Single Inbox where the Unity Connection Account used to access Office 365 was created on active directory and imported into Office 365, the Single Inbox may not work as Unity Connection is not equipped to handle ADFS.
To get the Single Inbox working, the account must be created locally on the Office 365 side.
Duplicate Message Issue with Single Inbox
Internet Message ID is a unique identifier for internet messages. Cisco Unity Connection assigns a unique Internet message ID to each voice message. If messages are restored with same internet message ID, the duplicate messages are created in the mailbox of a user. When mailbox synchronizes with Exchange, the duplicate messages are reflected in the Single Inbox.
To resolve the issue of duplicate messages in Single Inbox, a user or administrator must delete the duplicate messages from the mailbox.
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COBRA is one of the interfaces that provide the option to restore the messages as duplicate messages. To avoid the duplicate message issue in Single Inbox, do not select the option to restore the messages as duplicate messages. |