Troubleshooting Smart Licensing
The HCM-F Smart Licensing operations like Smart Account Sync, Cluster Assignment/Unassignment creates jobs, that can be viewed In HCM-F GUI under
.In case of failure, the Job Staus Info column shows the error codes with the corresponding messages and recommendations as listed the following table.
CSSM API Errors
Error Code |
Error Message |
Recommendation |
---|---|---|
CSSM1001 |
CSSM API encountered an Unknown Error |
Check HLM Logs (Detailed) for more details |
CSSM1002 |
Unsupported HTTP Method |
Check HLM Logs (Detailed) for more details |
CSSM1003 |
CSSM API encountered an Internal Error |
Check HLM Logs (Detailed) for more details |
CSSM1004 |
CSSM API is unable to send request |
Check HLM Logs (Detailed) for more details |
CSSM1005 |
CSSM Server refused connection |
If Proxy is configured, verify network connectivity between HCM-F and Proxy Server |
CSSM1006 |
CSSM API Unknown Host Error |
If Proxy is configured, verify Proxy hostname is correct and DNS resolution of CSSM/Proxy/Authentication GW(Transport Mode Setting) |
CSSM1007 |
CSSM API Socket Timeout Error |
If Proxy is configured, verify network connectivity between HCM-F and Proxy Server |
CSSM1008 |
CSSM API No Route To Host Error |
If Proxy is configured, verify network connectivity between HCM-F and Proxy Server |
CSSM1009 |
CSSM client creation failed due to invalid Transport Mode |
Check HLM Logs (Detailed) for more details |
CSSM1010 |
CSSM client creation failed due to Unknown Error |
Check HLM Logs (Detailed) for more details |
CSSM1011 |
CSSM API Authentication Failed Error |
Reconfigure client ID and Secret, and perform Smart Account Sync |
CSSM1012 |
CSSM client unable to parse the response |
Check HLM Logs (Detailed) for more details |
CSSM1013 |
CSSM client unable to map JSON response |
Check HLM Logs (Detailed) for more details |
CSSM1014 |
CSSM client unable to read response due to IO error |
Check HLM Logs (Detailed) for more details |
CSSM1015 |
Client credentials may not have access to Smart Account or Domain Name is incorrect |
Check if the Client Id and Secret have access to Smart Account and the Domain name is Correct |
CSSM1016 |
CSSM client unable to process response |
Check HLM Logs (Detailed) for more details |
CSSM1017 |
CSSM client unable to process JSON response |
Check HLM Logs (Detailed) for more details |
CSSM1018 |
CSSM client config validation failed |
Check HLM Logs (Detailed) for more details |
CSSM1019 |
Given Smart Account ID does not exist |
Check HLM Logs (Detailed) for more details |
CSSM1020 |
CSSM server responded with errors |
Check HLM Logs (Detailed) for more details |
Cisco Application Adaptor (CAA) Errors
Error Code |
Error Message |
Recommendation |
---|---|---|
CAA1001 |
Service encountered an unknown error |
Verify App specific adapter Service is running Scan CAA logs for errors and restart service if necessary. |
CAA1002 |
Service encountered an SDR error |
Verify Cisco CDM Database is running Scan App specific adapter logs for errors. |
CAA1003 |
CAA is unable to find application instance in SDR |
Verify Application is configured Scan CAA logs for errors. |
CAA1004 |
No admin credentials configured for application |
Verify admin credentials are configured. |
CAA1005 |
CAA does not support this equipment type |
Scan CAA logs for errors. |
CAA1006 |
CAA is unable to read the application name from SDR |
Verify Cisco CDM Database is running Scan CAA logs for errors. |
CAA1007 |
No service provider address configured for application |
Verify service provider address is configured for the application. |
CAA1008 |
No platform credentials configured for the application |
Verify if platform credentials are configured. |
CAA1009 |
No Cluster version configured for the application |
Verify if cluster version is configured. |
CAA1010 |
No Request Hanlder Mapping found in json |
Verify if request handler exist for message type app type and cluster version. |
CAA1011 |
Error occurred in SSH connection |
Check if app details platform credentials are correct and session timeout is sufficient. |
CAA1012 |
Invalid Response type provided |
Check response type. |
CAA1014 |
Unable to generate CSR for the given certificate type Provide correct certificate type |
Check logs for more details. |
CAA1015 |
Certificate import failed due to CSR public key and Certificate public key doesn't match |
Verify whether the certificate and CSR has the same algorithm and key. |
CAA1016 |
Certificate import failed due to CSR SAN and Certificate SAN doesn't match |
Verify CSR SAN and Certificate SAN. |
CAA1017 |
Error occurred as CSR does not exist in the App |
Generate CSR before proceeding with this action. |
CAA1018 |
CA certificate is not available in the trust-store |
Upload a CA certificate in trust store. |
CAA1019 |
Error in CA certificate |
Upload a CA certificate in trust store. |
CAA1020 |
Error occurred while reading the certificate |
Provide a valid CA Certificate. |
CAA1021 |
Certificate is not in PEM format |
Provide a valid Certificate. |
CAA1022 |
Invalid certificate file provided |
Provide a valid Certificate. |
CAA1023 |
Error occurred as CSR does not exist in the App |
Generate CSR before proceeding with this action. |
CAA1024 |
Error occured as CLI Response Parser is not configured |
Configure Parser for CLI command. |
CAA1025 |
Invalid certificate type found |
Check if the certificate type is valid. |
CAA1026 |
Certificate Upload failed |
Check if the certificate is valid and UC App is provisioned with right version Refer logs for more details. |
CAA1027 |
Certificate operation is not successful Internal error occurred |
Check the logs for more details. |
CAA1028 |
Failed to get the REST API client |
Verify application is running the supported version. |
CAA1029 |
Error occurred during REST API call to Expressway |
Verify credentials are correct and REST service is up on Expressway. |
CAA1030 |
Current version of Expressway is not supported |
Use the supported versions of Expressway. |
CAA1031 |
Error occurred as invalid certificate was |
Uploaded to Expressway. Verify the CA certificate is available in the trust and uploaded CA signed certificate is valid. |
CAA1032 |
Error occurred as CSR already exist in Expressway |
Delete the existing CSR. |
CAA1033 |
Error occurred in CSR generation in Expressway as invalid data was passed fo CSR |
Verify the data provided to generate CSR. |
CAA1034 |
No Response Hanlder Mapping found in json |
Verify if response handler exist for message type app type and cluster version. |
CAA1035 |
Invalid admin credentials |
Verify the user name and password. |
CAA1036 |
CAA encountered an unknown error from the application |
Verify the following entities - Cisco AXL Web Service (Cisco Unified CM) is active Publisher Admin/Platform credentials and Network address HCMF) are correct. |
CAA1037 |
CAA encountered error while parsing xml |
Make sure the UCApps are returning proper responses. |
CAA1038 |
CAA is unable to determine the application Version |
Verify Cisco AXL Web Service Cisco Unified CM) is running on application. Verify application admin credentials and network address. |
CAA1039 |
API executed by non admin user |
Verify the user name and password for admin credentials. |
CAA1040 |
Invalid Proxy details |
Verify the Proxy Hostname and Proxy port configured in Transport Mode Setting. |
CAA1041 |
Edit Transport Settings operation is not allowed since product is in Registered state |
Sync Smart Account with CSSM and assign cluster to Virtual Account. |
CAA1042 |
Product may already deregistered |
Sync Smart Account with with CSSM. |
CAA1043 |
Internal Error occurred while communicating with Unity Connection |
Verify the Cisco Smart License Manager and Tomcat service is running in Unity Connection. |
CAA1044 |
Unsupported message received by CAA service |
Scan CAA logs for errors. |
CAA1045 |
CAA does not support the application version |
Verify if correct cluster version is configured in HCMF. |
CAA1046 |
CAA cannot connect to application |
Verify Cisco AXL Web Service is running on Cisco Unified CM application Publisher's admin/platform credentials and network address are correct and network connectivity from HCM-F is established. |
CAA1048 |
Product Registration Token is either invalid or has been expired |
Perform Smart Account Sync with CSSM. |
CAA1049 |
Product is in subscriber Node |
|
CAA1050 |
Exception occurred while performing product operation |
Scan CAA logs for errors. |
CAA1051 |
CAA is unable to add community string on application |
Verify application admin credentials and network address are correct. Verify community string does not already exist. |
CAA1052 |
CAA is unable to update community string on application |
Verify application admin credentials and network address. Verify community string is present. |
CAA1053 |
CAA is unable to delete community string on application |
Verify application admin credentials and network address. Verify community string exists. |
CAA1054 |
CAA is unable to add SNMP V3 user on application |
Verify application admin credentials and network address. Verify SNMP V3 user does not already exist. |
CAA1055 |
CAA is unable to update SNMP V3 user on application |
Verify application admin credentials and network address. Verify SNMP V3 user exists. |
CAA1056 |
CAA is unable to delete SNMP V3 user on application |
Verify application admin credentials and network address. Verify SNMP V3 user is present. |
CAA1057 |
CAA is unable to restart application SNMP Master Agent |
Verify network connection between HCM-F and application. Verify application platform credentials and network address. |
CAA1058 |
CAA is unable to add Remote Syslog configuration on application |
Verify application admin credentials and network address. |
CAA1059 |
CAA is unable to update Remote Syslog configuration on application |
Verify application admin credentials and network address. |
CAA1060 |
CAA is unable to add Billing Application Server configuration on application |
Verify SFTP Credentials and the directory /home/smuser/ exists on billing server. Verify network connection between application and billing server. |
CAA1061 |
CAA is unable to update Billing Application Server configuration on application |
Verify SFTP Credentials and the directory /home/smuser/ exists on billing server. Verify network connection between application and billing server. |
CAA1062 |
CAA is unable to remove Billing Application Server configuration on application |
Verify application ADMIN credentials and network address. Verify BAS config exists on application. |
CAA1063 |
CAA cannot connect to application platform CLI |
Verify platform credentials are configured and network connectivity between HCM-F and application. |
CAA1064 |
CAA is unable to restart application Host Resources Agent |
Verify network connection between HCM-F and application. Verify application platform credentials and network address. |
CAA1065 |
Unsupported message received from CAA |
Scan CAA logs for errors. |
CAA1066 |
No CUOM is configured for application |
Verify CUOM is configured for the application. |
CAA1067 |
No service provider address is configured for CUOM |
Verify service provider address is configured for CUOM. |
CAA1068 |
Unable to get process node list from Cisco Unified CM |
Verify name in Cisco Unified CM System > Server) matches the hostname or IP configured in HCM-F for Service Provider or Application Space Address. |
CAA1069 |
No HTTP credentials configured for application |
Verify if HTTP credentials are configured. |
CAA1070 |
No SFTP credentials configured |
Verify if SFTP credentials are configured for billing application server. |
CAA1071 |
No SFTP network address configured |
Verify if SFTP network address is configured for billing application server. |
CAA1072 |
CAA is unable to find the specified phone device on the application |
Verify phone device exists on application. |
CAA1073 |
CAA is unable to find the specified user on the application |
Verify end user exists in the application. |
CAA1074 |
Failed to get the web-security details from the UC App |
Verify if the web-security data is available on the UC App. |
CAA1075 |
Error occured during RIS call |
Check if RIS service is up. |
CAA1076 |
Error occured during CCS call |
Check if CC service is up. |
CAA1077 |
Error occurred during PAWS call |
Check if PAWS service is up. |
CAA1078 |
Error occurred during command execution on CLI |
Verify if the command syntax is correct. |
CAA1079 |
Set Transport Mode failed due Invalid format of on-prem Registration url |
Please provide the valid on-prem url. |
CAA1080 |
No Clustering Configuration Found in Expressway |
Configure proper clustering Expressway. |
CAA1081 |
Registration with Smart Agent failed |
Verify the Proxy connection and the Cisco Unified CM connectivity with CSSM. Check CAA/HLM Logs for more details. |
CAA1082 |
DeRegistration with Smart Agent failed |
Verify the Proxy connection and the Cisco Unified CM connectivity with CSSM or the product is already unregistered with CSSM. Check CAA/HLM Logs for more details. |
CAA1083 |
Update transport settings failed |
Verify the Proxy connection and the Cisco Unified CM connectivity with CSSM or the product is already registered with CSSM. Check CAA/HLM Logs for more details. |
CAA1084 |
Error occurred in SSH connection |
Check if platform credentials are correct and session timeout is sufficient. |
Smart Licensing Cluster Operation Errors
Error Code |
Error Message |
Recommendation |
---|---|---|
SLMCT1001 |
Virtual Account is not valid |
Check if the given Virtual Account is correct |
SLMCT1002 |
Exception occurred while License Mode change |
Check if UC application is up and its platform service is running. Check HLM Logs for more details |
SLMCT1003 |
Cluster License Mode did not change successfully |
Check HLM Logs for more details |
SLMCT1004 |
Cluster License Mode Change - JMS timeout occurred |
Check if Provisioning Adapter Service is up. Check Logs for more details |
SLMCT1005 |
Cluster License Mode Change - JMS timeout occurred |
Check if CAA Service is up. Check Logs for more details |
SLMCT1006 |
Cluster is of unsupported Version |
Provide a valid cluster |
SLMCT1007 |
Cluster is already assigned |
Perform Smart Account sync with CSSM |
SLMCT1008 |
Cluster doesn't have an application |
Assign an application to the Cluster |
SLMCT1011 |
Cluster is already unassigned |
Perform Smart Account Sync with CSSM |
SLMCT1012 |
Cluster doesn't have publisher node |
Assign a publisher node to cluster |
SLMCT1013 |
Cluster application doesn't have platform credentials |
Configure platform credentials for cluster application |
SLMCT1014 |
Cluster application doesn't have admin credentials |
Configure admin credentials for cluster application |
SLMCT1015 |
Cluste is of unsupported Type |
Supported cluster type are Cisco Unified CM, Cisco Unity Connection and Cisco Emergency Responder |
SLMCT1016 |
Reset Cluster License Mode - did not change successfully |
Check HLM Logs for more details |
SLMCT1017 |
Exception occurred while Reset Cluster License Mode |
Check if UC Application is up and its platform service is running. Check HLM Logs for more details |
SLMCT1018 |
Cluster License Mode Change - JMS timeout occurred |
Check if Provisioning Adapter Service is up. Check Logs for more details |
SLMCT1019 |
Cluster License Mode Change - JMS timeout occurred |
Check if CAA Service is Up. Check Logs for more details |
Smart Licensing General Errors
Error Code |
Error Message |
Recommendation |
---|---|---|
SLM1001 |
Smart Licensing Product Registration request failed due to exception |
Check HLM Logs (Detailed) for more details |
SLM1002 |
Smart Licensing Product Registration failed due to JMS timeout |
Check if the CAA CUCM Service is started |
SLM1003 |
Smart Licensing Get Transport Mode request failed due to exception |
Check HLM Logs (Detailed) for more details |
SLM1005 |
Smart Licensing Update Transport Mode request failed due to exception |
Check if the UCapp and its services are up. Check logs for exception details |
SLM1007 |
Smart Licensing Cluster Operation - Cluster does't have admin credentials |
Check if admin credentials are configured for cluster application |
SLM1008 |
Smart Licensing Cluster Operation - Cluster does't have platform credentials |
Check if platform credentials are configured for cluster application |
SLM1009 |
Smart Licensing Cluster Operation - Cluster don't have a publisher node |
Check if cluster has publisher node |
SLM1010 |
Smart Licensing Get Product Token - Unable to generate or retrieve product token for the Virtual Account |
Check HLM Logs (Detailed) for more details |
SLM1011 |
Smart Licensing Product DeRegistration failed due to JMS timeout |
Check if the CAA CUCM Service is started |
SLM1012 |
Smart Licensing Change License Mode - Cluster HostName/IP is not configured |
Check if publisher network address is configured |
SLM1013 |
Smart Licensing Change License Mode request failed while get/update transport mode due to exception |
Check UCapps platform service is up or Publishers IP/Hostname and platform credentials are valid |
SLM1014 |
Smart Licensing Change License Mode - Virtual Account is not associated with any License Mode |
Check if Virtual Account is associated with License Mode |
SLM1015 |
Smart Licensing Sync - an unknown error occured |
Check HLM Logs (Detailed) for more details |
SLM1016 |
Smart Licensing Sync - unable to fetch Smart Account details from SDR |
Verify Cisco CDM Database is running. Check HLM Logs (Detailed) for more details |
SLM1018 |
Smart Licensing Change Transport Mode failed due to JMS timeout |
Check if the CAA CUCM Adapter is started. |
SLM1021 |
Smart Licensing Product DeRegistration failed due to JMS timeout |
Check if the CAA CER Service is started |
SLM1023 |
Smart Licensing Change Transport Mode failed due to JMS timeout |
Check if the CAA CER Adapter is started |
SLM1024 |
Smart Licensing Change Transport Mode failed due to JMS timeout |
Check if the CAA CUCXN Adapter is started |
SLM1025 |
Smart Licensing Request Failed due to Invalid Cluster Exception |
Check HLM Logs (Detailed) for more details |
UC Applications API Errors
Error Code |
Error Message |
Recommendation |
---|---|---|
UCAPI1001 |
Updating Cisco Unified CM Billing Server info failed |
N/A |
UCAPI1002 |
Updating Cisco Unified CM Remote Syslog info failed |
N/A |
UCAPI1003 |
Updating Cisco Unified CM SNMP info failed |
N/A |
UCAPI1004 |
Validation of Cisco Unified CM AXL Connection failed |
Check AXL services and Platform services are up in Cisco Unified CM |
UCAPI1005 |
Accessing Cisco Unified CM AXL SOAP Port failed |
Check AXL services and Platform services are up in Cisco Unified CM |
UCAPI1006 |
Initialization failed |
N/A |
UCAPI1007 |
Software Error |
N/A |
UCAPI1008 |
Unknown Failure |
N/A |
UCAPI1009 |
Connection Timeout |
N/A |
UCAPI1010 |
Registration with Smart Agent failed |
Verify the Proxy connection and the Cisco Unified CM connectivity with CSSM. Check CAA/HLM Logs for more details. |
UCAPI1011 |
DeRegistration with Smart Agent failed |
Verify the Proxy connection and the Cisco Unified CM connectivity with CSSM or the product is already unregistered with CSSM. Check CAA/HLM Logs for more details. |
UCAPI1012 |
Update transport settings failed |
Verify the Proxy connection and the Cisco Unified CM connectivity with CSSM or the product is already unregistered with CSSM. Check CAA/HLM Logs for more details. |