Troubleshooting HCM-F
Troubleshooting HCM-F Platform
Troubleshooting Infrastructure Manager
Troubleshooting Synchronization Services
Troubleshooting Platform Manager
Troubleshooting Service Inventory
- Troubleshooting Cisco HCS Service Inventory
- Common Service Inventory Errors
Troubleshooting HCM-F Integration with UC Apps and PCA
- HCM-F fails upon PCA Addition
- Can't add CER to Unified CDM

Troubleshooting HCM-F

Troubleshooting HCM-F Platform

This section describes about how to troubleshoot HCM-F.

Can't change the IP address of HCM-F

License Rehost is required: Licenses are fulfilled to a specific Cisco Prime License Manger. If you require licenses to be moved to a new Cisco Prime License Manager, they must be rehosted.

Procedure

Step 1	Run the command set network dhcp eth0 { enable \| disable } { node_ip \| net_mask \| gateway_ip }.
Step 2	If DHCP is not enabled, run the command set network ip eth0 { node_ip \| net_mask \| gateway_ip }.
Step 3	If changing the DNS entries as well, run the command set network dns { primary \| secondary } addr.
Step 4	If changing the Domain name, run the command set network domain [domain-name].
Step 5	If changing the hostname, run the command set network hostname hostname.
Step 6	Validate the procedure for HCMF IP change. Exit out of the CLI and login back. After IP address or hostname change, allow 5-15 minutes for services to restart. Run the command show hcs cluster verify detailed from the Application Node CLI. Make a note of the configuration mismatches. Run the command utils diagnose test.

Can't change the IP address of PLM

License Rehost is required: Licenses are fulfilled to a specific Cisco Prime License Manger. If you require licenses to be moved to a new Cisco Prime License Manager, they must be rehosted.

Procedure

Step 1

Unassign all the clusters under customers (License Management > License Manager Summary)

See Unassign License Manager Clusters topic in the Cisco Hosted Collaboration Mediation Fulfillment Maintain and Operate Guide.

Step 2

Remove the PLM from HCM-F (License Management > License Manager Summary).

Step 3

Change the IP using set network ip eth0 <New IP Address> <New Subnet Mask> <gateway>.

Step 4

Run the command license client reset registration on PLM.

Step 5

Upload the new set of logs.

Step 6

Add PLM back to HCM-F.

Step 7

Re assign the clusters to PLM.

Note

Publishers for all the clusters will reboot when you unassign them from PLM.
You must have to get the licenses rehosted from Cisco for each cluster.

Changing Primary DNS on UC Apps

In dedicated deployment, all the UC apps are deployed at the customer premises which are customer network space. Therefore, changing the DNS directly on UC apps only impacts the customer network space and not the service provider network space. Use the set network dns primary/secondary <ip address> command to update the DNS IP address on the publisher UC App.

Note

DNS change of UC apps doesn't impact the licensing, and doesn't require unassingment/assignment of cluster from HCM-F to PLM.

Troubleshooting Backup and Restore

Issue: HCM-F backup appears incomplete.

Procedure

	Command or Action	Purpose
Step 1	Run the utils disaster_recovery show_registration `<hostname>` command to check the list of registered components.
Step 2	Deactivate and reactive the services that were not registered as the components.
Step 3	Restart the services that were not registered as the components.
Step 4	Start the backup process again.

What to do next

See the Cisco Hosted Collaboration Mediation Fulfillment Maintain and Operate Guide for more information about Backup and Restore error messages.

Scheduled backup tasks fail in Platform Manager

Symptoms: Execution of the scheduled backup task fails in HCM-F (Platform Manager > Create a Backup Task) with following error in catalina.out:

java.lang.NoSuchMethodError: 
org.apache.axiom.om.impl.llom.OMSourcedElementImpl
.<init>(Ljavax/xml/namespace/QName;Lorg/apache/axiom
/om/OMFactory;Lorg/apache/axiom/om/OMDataSource;)V

Resoluton:

Apply the cop file hcs.CSCvh86964+CSCvi70074-1153-PlatformManager.cop.sgn. Contact Cisco TAC for the cop files.

Unable to add SFTP device/server for DRS

Symptoms: DRS Backup from HCM-F to SFTP server failed.

Resolution: Configure the DRS in HCM-F. Add and enable the following ciphers in SFTP server’s config files (/etc/ssh/sshd_config):

Ciphers aes128-cbc,3des-cbc,blowfish-cbc

HCM-F Disk Running out of Space

Symptoms:

Disk running out of space and sync not working.
HCM-F Active Partition is Full.
HCM-F Server is down.
HCM-F has insufficient disk space 100% full
Multiple services failed to start after install patch and reboot
HCM-F active partition is getting full after upgrade
HCM-F doesn't generate SI report or the file size of SI report is very small

Resolution:

Verify if the HCM-F disk is full. If yes, resolve the HCM-F disk full issue. For details, refer to the topic Periodic Maintenance of HCM-F Disk Space in the HCM-F Maintain and Operate Guide.
After the HCM-F disk full issue is resolved, verify if there are any zero sized XML files (for example, ApplicationInstance-60.xml) exist in the /usr/local/hcs/test_agent/ directory. If it exists, remove all the files.

Troubleshooting License Issues

HCM-F failed to generate license reports

Procedure

	Command or Action	Purpose
Step 1	Delete duplicate entries of clusters in the HCM-F database.
Step 2	Clear the HCMF database. Verify if the HCM-F disk is full. If the disk is full, resolve the HCM-F disk full issue. For details on resolving the HCMF-disk full issue, refer to the Periodic Maintenance of HCM-F Disk Space topic in the	Cisco Hosted Collaboration Mediation Fulfillment Maintain and Operate Guide
Step 3	Ensure that UC applications are added to Unified CDM.
Step 4	Verify the version of PLM as minor version is not supported. Ensure that PLM is upgraded otherwise PLM fails to generate licenses for Unified CM and Unity Connection. For details on compatible version of PLM, refer to Cisco Hosted Collaboration Solution Compatibility Matrix.

What to do next

For information about troubleshooting Prime License Manager, see Cisco Hosted Collaboration Solution License Management.

Analog Device Consuming a Basic license in HCMF Reports

Procedure

Step 1

Verify that assignment of Unity Cluster to PLM is successful. If not, verify the communication between Unity and HCM-F.

Step 2

Verify the firewall pinhole issue and fix it.

Step 3

Verify the version of PLM running in customer environment. Older version of PLM is not supported. Ensure that the PLM is upgraded.

Note

Make sure to refer Cisco Hosted Collaboration Solution Compatibility Matrix for the compatible versions of HCM-F and PLM.
Based on the features, the analog devices consume basic, standard, or essential license.

Unable to map the UC Apps licenses with PLM

Symptoms: UC application runs in demo mode and throws application error while trying to add the licenses.

Resolution: Check the HCS Compatibility Matrix for the compatible version of UC and Management apps for the HCS deployment.

Can't change custom user password

Symptoms: After creating a new user in HCM-F using the command set account name CUCDMxx, it doesn't allow you to change the new custom user password.

Resolution: Use the command admin:set password user admin <customusername> to change the custom user password.

hcmfadmin account locked after HCM-F upgrade

Symptoms: Post upgrade to HCM-F 11.5(3), the platform admin account is locked. HCM-F throws the following error while trying to log in to the GUI with HCM-F admin account: Account is Locked after <xxxx> failed attempts.

Resolution: Verify that the RTMT sending multiple requests with wrong password in the localhost_access_log.txt file at $CATALINA_HOME/logs folder. Each entry in the text file shows the IP address from where the request is coming and the response code from server. It also shows 401 errors. If yes, disable the account locking. Use the command set accountlocking { enable | disable } to enable or disable account locking for the account which is locked:

Note

You can't recover the hcmfadmin account with the second administrator account.

HCM-F shows error when attempting to access/search

Symptoms:

When attempting to search, HCM-F shows Sorry, an error occurred message on all search screens.
When attempting to access, HCM-F shows Insufficient space for shared memory file warning message.

Resolution: Verify if the HCM-F disk is full. If yes, resolve the HCM-F disk full issue. For details, refer to the Periodic Maintenance of HCM-F Disk Space topic in the HCM-F Maintain and Operate Guide. Verify that all services are up and running.

Troubleshooting Infrastructure Manager

This section describes about troubleshooting Infrastructure Manager.

Troubleshooting Shared Data Repository

Procedure

Step 1

From the command line, issue the utils service list command to verify that the Cisco CDM Database Service is still running.

Step 2

Check the log files.

The activelog cdm/api logs contain only POJO API logs. Each service has its own log file. Cisco recommends that you use these log files to investigate only the issues that are not service-specific.
The activelog cdm/database logs contain database transaction logs.

Troubleshooting Cisco HCS Fulfillment Service

Procedure

Step 1

Issue the utils service list command to verify that the following services are running:

Cisco CDM Database
Cisco JMS Broker
Cisco HCS Fulfillment Service

Step 2

Issue the show hcs link auto-vm-linkage command to verify that the Cisco Hosted Collaboration Mediation Link Auto-VM-Linkage is enabled.

Step 3

Issue the utils diagnose hcs fulfillment command to view diagnostics for the Fulfillment service.

Step 4

Review the Fulfillment alarms located in activelog syslog/CiscoSyslog.

See Alarms Management on Cisco HCM-F Platform.

Step 5

Review the Fulfillment log files that are located in activelog hcs/fulfillment.

See Trace Management on Cisco HCM-F Platform and Table 1.

Note

Cisco HCM-F will deprecate the support of Cisco Unified Communications Domain Manager in the upcoming releases with limited support for existing integration, Cisco HCS partners and customers are advised to take necessary steps to align their requirements.

Troubleshooting Domain Manager Adapter for Service Assurance

Procedure

Step 1	Issue the utils service list command to verify that the following services are running: Cisco CDM Database Cisco JMS Broker Cisco HCS Fulfillment Service Cisco HCS DMA-SA Service
Step 2	Issue the show hcs link auto-primecollab-linkage command to verify that the Cisco Hosted Collaboration Mediation Link Auto-PrimeCollab-Linkage is enabled.
Step 3	Issue the utils diagnose hcs dmasa command to view diagnostics for the DMA-SA service.
Step 4	Review the DMA-SA alarms that are located in activelog syslog/CiscoSyslog. See Alarms Management on Cisco HCM-F Platform.
Step 5	Review the DMA-SA log files that are located in activelog hcs/dmasa. See Trace Management on Cisco HCM-F Platform and Table 1.

Troubleshoot HCS License Manager

The following sections identify common HLM errors.

Symptom: Failed to change HCM-F Global Deployment Mode value, PLM doesn't show up HCS license from license usage dashboard or unable to assign licenses to any new customers.

Resolution: You can't change the deployment mode directly in the HCM-F GUI once the users start consuming the licenses. In this scenario, you can only use the APIs to change the PLM mode. But, Cisco doesn't recommend changing the Deployment mode using the APIs.

Cisco recommends changing the deployment mode using the HCM-F GUI. To do so, determine if there are Prime License Manager instances in the HCS space. Delete all Prime License Manager instances before you change the Global Deployment Mode. Add the Prime License Manager again to HCM-F, and then select the new deployment mode from the Global Deployment Mode drop-down list (License Management > Settings).

Verify that the PLM has been transformed to HCS mode.

Reboot the PLM Server. Log in to the PLM GUI and navigate to Licenses > License Usage, and click Synchronize Now.

Verify that the License Usage page appears.

Verify that from the product instance (for example, Unified CM), the license warning is disappeared. If not, sync through PLM.

Verify that adding a new product instance in HCM-F is successful.

Symptom: Deployment mode changed from enterprise mode to HCS mode in SDR.

Resolution: Set the deployment mode based on the license type that is used for PLM. For example, if you have added HCS license to PLM, set the Default Deployment Mode to HCS.

Symptom: Failed to set the default deployment mode for Unity cluster.

Resolution:

Verify that the Unity Connection active disk partition is full. Check if the logs files are taking the active partition space. If yes, delete the unwanted logs.
Verify that the VMware Tools update on Unified CM.
Reboot the Unity Connection server.
Assign Unity Connection server to PLM via HLM.
Perform a sync on PLM.

Symptom: Can't create a Prime License Manager in the HCS space.

Resolution:

Check the network connection to the installed Prime License Manager with the specified hostname.
Verify that the User-ID/Password for connecting to the Prime License Manager is valid.
If an FQDN is used for the Prime License Manager name, verify that HCM-F can resolve it.
Ensure that the Prime License Manager name entered is not used by any existing Prime License Manager instances in the HCS space.
Upload a valid license file to the installed Prime License Manager.

Symptoms: PLM doesn't cover foundation licenses.

Resolution

Verify that the license that is installed on the PLM is correct. For example, HCS, HCS-LE or Enterprise license.
Verify the deployment mode. The deployment mode must match with the license that is installed on the PLM. If there is mismatch, PLM fails to recognize the licenses.

Symptom: Can't delete a Prime License Manager instance from the HCS space.

Resolution: Determine if a Unified Communications Manager cluster is still assigned to the Prime License Manager.

Symptom: The License Manager Summary page doesn't display the cluster after clicking on Assign. HCM-F displays the Sorry an error occurred message.

Resolution: Verify if it is the JMS timeout issue. If yes, install two cop files. Contact Cisco TAC for cop files.

Symptom: The provisioned UC cluster doesn't appear in the eligible list for assigning to a Prime License Manager. Sorry an error occurred message is displayed in HCM-F.

Resolution

Ensure that the Unified Communications cluster is either a Unified Communications Manager cluster or a Cisco Unity Connection cluster.
Verify that the cluster version is 9.0 or later. Verify that the UC application is a publisher node in HCM-F.
Verify that there are no duplicate entries (of any cluster or customer).

Symptom: An eligible Unified Communications cluster assignment operation isn't allowed.

Resolution

Ensure that the number of clusters that is assigned to the target Prime License Manager doesn't exceed 1000.
Ensure to add the reseller configuration manually to the SDR, if the cluster has a reseller configured. Perform a resync operation after the configuration.
Verify the Prime License Manager configuration in HCM-F. Ensure that valid information is provided in all mandatory fields.

Symptom: Hosted PLM giving App errors on CER customers. Post upgrade to PLM 11.5, all the CER customer clusters lost their licenses despite successful sync everyday. CER shows status as application error on the PLM.

Resolution: Reboot the PLM. In HCM-F, unassign and reassign the CER cluster (which shows the application error) to PLM.

Symptom: An eligible Unity Cluster assignment to PLM fails with the following error message: Status: Failed Description: Assigning cluster C-CCA-VM1 to LM hcs01plm001 failed

Resolution: Verify the firewall pinhole and ensure that it is resolved.

Symptom: Assigning or unassigning a cluster failed.

Resolution:

Verify that the provisioned platform (OS Admin) credential for the cluster is valid.
Verify the network connection to the Unified Communications cluster and Prime License Manager.
If an FQDN is used for the Prime License Manager name, verify that HCM-F can resolve it.
Ensure that the Platform Administrative Web Service is started in the Unified Communications cluster.
Review the job description to identify the cause.
Configure the platform credentials in Prime License Manager for the Unified Communications cluster so that they can be licensed.

Symptom: Receiving a HLMAuditWarningAlarm.

Resolution: It has the following resolutions:

Verify that the cluster was added back to the Prime License Manager by HLM, if SDR reported that an extra cluster was assigned to a Prime License Manager but Prime License Manager doesn't have it.
Manually remove the cluster from Prime License Manager if it wasn't assigned by HLM and when the Prime License Manager reports an extra cluster assigned to it.
Verify that the assigned cluster's platform credential is the same as its credential in Prime License Manager, if auditing reported a mismatch.

Symptom: Receiving a HLMChangeNotifAlarm.

Resolution: Review the HLM log to identify which component was affected. If a cluster was deleted, log into Prime License Manager to ensure that the cluster isn't assigned. Remove the cluster from Prime License Manager if it's in the inventory. If a customer was deleted, log in to Prime License Manager to ensure none of this customer's clusters are still assigned. Remove the clusters from Prime License Manager if any of them appear in the inventory.

Symptom: Receiving a HLMClusterPLMIncompatibleAlarm after assigning a cluster.

Resolution: Log into Prime License Manager and perform a synchronization. Verify that the newly assigned cluster's license is compliant. If the license compliance fails, unassign the cluster then upgrade the cluster to the same version of Prime License Manager. Or assign the cluster to the Prime License Manager with the same version.

Symptom: Unable to upload the HCM-F licenses in HCS License Manager.

Resolution: Verify that the correct procedures are followed for adding a cluster, and then assigning a cluster to PLM.

Symptom: Cisco Dual-Mode for iPhone uses a separate HCS foundation license. In Unified CM, a user has been associated with a deskphone (xxxx), a Jabber Softphone and a Cisco Dual-Mode for iPhone, and the HCMF server shows a report that the Subscriber has three devices with the same phone number but the Dual-Mode device consuming a 'HCS Foundation License' at the same time. If the Subscriber is 'HCS Standard User' and has all three devices associated, then Dual-mode device must NOT be consuming an HCS Foundation License.

Resolution: Reboot the Unified CM publisher.

Symptom: The UC clusters are removed from the HCM-F environment without unassigning them from PLM -from where, but they are still present in HCM-F in the Cluster page (Infrastructure Manager > Cluster Management > Clusters), and in the assigned state on the License Management Summary page (Infrastructure Manager > License Manager Summary). This results in License Reports failure.

Resolution: Remove the UC cluster instance from HCM-F DB.

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 Infrastructure Manager > Administration > Jobs.

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.

Smart Licensing Error Code and Message Mapping


REST API	Response	Code	Message	Recommended Action
transportsettings	405	METHOD_NOT_ALLOWED	Edit Transport Settings operation is not allowed since product is in either Registered state or is a Subscriber node	Derigister your product instance and run it from correct node (Publisher only)
transportsettings	500	INTERNAL_SERVER_ERROR	Failed to apply the Transport Settings	Try to run command again with correct information and privilege. If this issue persists, please contact Cisco Technical Support
transportsettings	400	INVALID_PARAMETER	Please enter a valid Transport Mode within the range (0 - 2)
	400	INVALID_PARAMETER	Please enter a valid Transport Gateway URL
	400	INVALID_PARAMETER	Please provide valid HTTP/HTTPS Proxy IP Address and/or HTTP/HTTPS Proxy Port
	400	INVALID_PARAMETER	Please enter a valid HTTP/HTTPS Proxy IP Address
	400	INVALID_PARAMETER	Please enter a valid HTTP/HTTPS Proxy Port within the range (1 - 65535)
deregister	405	METHOD_NOT_ALLOWED	Deregistration is not allowed since product is in either unregistered state or is a Subscriber node	Check License status and Node information and take action accordingly
deregister	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to an unknown error	Check Register status, if its deregister, remove product instance manually from CSSM. EvtSlmCucDeregistrationFailure SmartLicensingDeregistrationFailure
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to invalid trust chain pool
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to a communication timeout.
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to communication send error
register	400	INVALID_PARAMETER	The Product Instance Registration Token you have entered is either invalid or has been expired. Ensure that you have pasted the entire token and that the token has not expired	EvtSlmCucRegistrationFailure SmartLicensingRegistrationFailure
register	405	METHOD_NOT_ALLOWED	Smart Software Licensing operations are not allowed from Subscriber, licenses for this system are managed by Publisher
register	405	METHOD_NOT_ALLOWED	Product is already registered on CSSM. To Re-register it use 'force' flag
register	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to an unknown error	Check the network connectivity with CSSM/Satellite. For further troubleshooting, check the CuSlmSvr diagnostic logs. Retry Product Registration. If this issue persists, contact Cisco Technical Support. EvtSlmCucRegistrationFailure SmartLicensingRegistrationFailure
	500	INTERNAL_SERVER_ERROR	The Product Instance was unable to register with Smart Software Licensing
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to invalid trust chain pool
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to a communication timeout.
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to communication send error
	500	INTERNAL_SERVER_ERROR	Smart License Server is not running. Start Smart License Manager Server from CUCA Serviceability Page
renewID	405	METHOD_NOT_ALLOWED	Renewal of ID is not allowed since product is in either unregistered state or is a Subscriber node
renewID	500	INTERNAL_SERVER_ERROR	Smart License Server is not running. Start Smart License Manager Server from CUCA Serviceability Page
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to a communication timeout
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to an unknown error	Check the network connectivity with CSSM/Satellite. For further troubleshooting, check the CuSlmSvr diagnostic logs. Retry Renew Registration. If this issue persists, contact Cisco Technical Support. EvtSlmCucRenewRegistrationFailure SmartLicensingRenewRegistrationFailure
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to invalid trust chain pool
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to communication send error
renewAuth	405	METHOD_NOT_ALLOWED	Renewal of Authorization is not allowed since product is in either unregistered state or is a Subscriber node
renewAuth	500	INTERNAL_SERVER_ERROR	Smart License Server is not running. Start Smart License Manager Server from CUCA Serviceability Page	Check the network connectivity with CSSM/Satellite. For further troubleshooting, check the CuSlmSvr diagnostic logs. Retry Renew Authorization. If this issue persists, contact Cisco Technical Support. EvtSlmCucRenewAuthFailure SmartLicensingRenewAuthFailure
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to a communication timeout
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to an unknown error
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to invalid trust chain pool
	500	INTERNAL_SERVER_ERROR	The requested operation was not successful due to communication send error
licensedetails	500	INTERNAL_SERVER_ERROR	Unable to fetch license count from database
All APIs	401	NOT_AUTHORIZED	User is not authorized to perform this operation	Use correct priviledge to run commands AuthenticationFailed

Common License Dashboard Errors

This topic provides the type of error scenarios of License Dashboard while using APIs.

License Dashboard doesn't show the license information of Customers.

Symptoms: System displays the following error:

Response Code: 404 Not Found

{
 "componentCode" : "NBIREST",
 "msgCode" : "LICENSE_DASHBOARD_QUERY_ID_NOT_FOUND",
 "subParams" : null,
 "message" : "No License Info found for customer. Check if Customer Exists"
}

Resolution: Verify that the customer is associated with the PLM using the URL https://HCM-F_Server_IPaddress:8443/sdr/rest/licenseAnalytics/customerview/stats

License Dashboard doesn't show the license information of PLMs.

Symptoms: System displays the following error:

Reponse Code: 404 Not Found

{
 "componentCode" : "NBIREST",
 "msgCode" : "LICENSE_DASHBOARD_QUERY_ID_NOT_FOUND",
 "subParams" : null,
 "message" : "No License Info found for PLM. Check if PLM Exists"
}

Resolution: Verify that the PLM exists in HCM-F using the URL https://HCM-F_Server_IPaddress:8443/sdr/rest/licenseAnalytics/customerview/stats

License Report isn't generated for customers and PLMs.

Symptoms: System displays the following error:

Response Code: 503 Service Unavailable

 

{
 "componentCode": "NBIREST",
 "msgCode": "LICENSE_DASHBOARD_REPORT_MISSING_ERROR",
 "subParams": null,
 "message": "License Dashboard Information is not present. Cisco HCS Service Inventory Service is not running.
Please ensure there is a Daily Scheduled Service Inventory Job present for up-to-date License Dashboard. "
}

Resolution: Check the Last Sync time in the License Dashboard. The last sync time must be less than 24 hours. If it is more than 24 hours, ensure that you have triggered at least one Service Inventory Job (scheduled or on-demand).

License Dashboard shows old report for customers and PLMs.

Resolution: Check the Last Sync time in the License Dashboard. The last sync time must be less than 24 hours. If it is more than 24 hours, ensure that you have triggered one Service Inventory Job (scheduled or on-demand).

Note

We recommend triggering one Service Inventory Job (scheduled or on-demand) daily (every 24 hours) for License Dashboard to show the latest license information at PLM or Customer level. You can also set up schedule for report generation. For details on setting up the scheduled report, refer Set up Schedule for Daily Report Generation topic in Cisco Hosted Collaboration Solution Maintain and Operate Guide.

Download License Report/Customers/PLMs when there is no license analytics report generated

Symptoms: System displays the following error:

503 Service Unavailable

 

{
"componentCode": "NBIREST",
"msgCode": "LICENSE_DASHBOARD_REPORT_MISSING_ERROR",
"subParams": null,
"message": "License Dashboard Information is not present. Cisco HCS Service Inventory Service is not running. Please ensure there is a Daily Scheduled Service Inventory Job present for up-to-date License Dashboard. "
}

Download User and Device report when there is no license analytics report generated.

Symptoms: System displays the following error:

Response Code: 503 Service Unavailable

 

{
"componentCode": "NBIREST",
"msgCode": "LICENSE_DASHBOARD_REPORT_MISSING_ERROR",
"subParams": null,
"message": "License Dashboard Information is not present. Cisco HCS Service Inventory Service is not running. Please ensure there is a Daily Scheduled Service Inventory Job present for up-to-date License Dashboard. "
}

Download User and Device report when customer is not present in SI Report

Symptoms: System displays the following error while using the API https://HCM-F_Server_IPaddress:8443/sdr/rest/licenseAnalytics/customerview/downloadUserLicense/5 :

Response Code: 404 Not Found

{
"componentCode" : "NBIREST",
"msgCode" : "LICENSE_DASHBOARD_QUERY_ID_NOT_FOUND",
"subParams" : null,
"message" : "No License Info found for customer. Check if Customer Exists"
}

Resolution: Verify that the customer is associated with the PLM using the URL https://HCM-F_Server_IPaddress:8443/sdr/rest/licenseAnalytics/customerview/stats

Troubleshooting Cisco HCS North Bound Interface Web Service API

Procedure

Step 1

Issue the utils service list command to verify that the following services are running:

Cisco CDM Database Service
Cisco JMS Broker
Cisco Tomcat
Cisco HCS Admin UI
Cisco HCS SDR UI
Cisco HCS North Bound Interface Web Service
Cisco HCS VCenterSync Service
Cisco HCS License Manager Service
Cisco HCS Service Inventory
Cisco HCS NBI REST FF Web Service
Cisco HCS NBI REST SDR Web Service

Step 2

Issue the utils diagnose hcs nbi command to review diagnostics information for the North Bound Interface Web Service.

Step 3

Review the log file activelog tomcat/logs/nbi/log4j.

Troubleshooting SDR Change Notification Service

Procedure

Step 1	Issue the utils service list command to verify that the following services are running: Cisco CDM Database Cisco JMS Broker
Step 2	Issue the utils diagnose hcs sdrcnf command to view diagnostic information on the SDRCNF service.
Step 3	Review the SDRCNF alarms that are located in the activelog syslog/CiscoSyslog. For more information, see Alarms Management on Cisco HCM-F Platform.
Step 4	Review the SDRCNF log files that are located in the activelog hcs/sdrcnf . See Trace Management on Cisco HCM-F Platform and Table 1.

Troubleshooting Cluster Connections

The following table provides the list of error messages, and the corresponding references for troubleshooting clusters' connectivity.

Table 1. Cluster Connectivity Error Messages

Error Message

References or Recommended Action

Cluster connection failed. The CAA CUCM and CAA IMP services are inactive.

For assistance on activating services, see Working with Services.

Cluster connection failed. The CAA UCXN service is inactive.

Cluster connection failed. Verify the following entities:

Cisco AXL Web Service is active
ADMIN credentials
Network address

For assistance on activating services, see Working with Services.

To either verify or update application details like credentials, network address, and so on; click the corresponding application in the Monitoring Application column.

Note

If credentials are updated, restart the Cisco HCS CAA CUCM service.

Cluster connection failed. Verify the configuration of service provider’s address.

Cluster connection failed. Verify ADMIN credentials.

Cluster connection failed. Verify the following entities:

Network address
The version, and credentials of cluster

Cluster connection failed. Verify the following entities:

Connectivity to UCXN
ADMIN credentials
The version, and address of network

To verify connectivity to Cisco Unity Connection, check the network connectivity.

To either verify or update admin credentials, or network address; click the corresponding application in the Monitoring Application column.

Note

If Cisco Unity Connection credentials are updated, restart the Cisco HCS CAA UCXN service.

Working with Services

To start, stop, activate, or restart services or to configure service parameters for services on the Cisco HCM-F platform, you must use the Command Line Interface (CLI). You can start, stop, activate, or refresh only one service at a time. When a service stops, you cannot start it until the service is stopped. Likewise, when a service starts, you cannot stop it until the service is started.

The following table shows the commands that you need to work with services on the Cisco HCM-F platform:

Table 2. Service CLI Commands
Task	Command
Display a list of services and service status	utils service list
Activate a service	utils service activate `servicename`
Stop a service	utils service stop `servicename`
Start a service	utils service start `servicename`
Restart a service	utils service restart `servicename`
Show service parameters	show hcs `servicetype` ?
Set service parameters	set hcs `servicetype` `serviceparametername`? Select a value from the displayed values.

Troubleshooting Cluster Application Deletion Issues in HCM-F

You can't delete the clusters and cluster applications from the HCM-F if they are created in Unified CDM and synced into HCM-F. In this case, delete the clusters in the Unified CDM. If the clusters still exist in the HCM-F even after you deleted them in Unified CDM, verify that the clusters and applications that are not getting deleted are valid. If they are not valid, delete them from the SDR (Shared Database Repository) database.

You can delete the clusters and cluster applications in HCM-F if they are created directly in HCM-F.

Troubleshooting High CPU Utilization on HCM-F

Symptoms: High utilization on network adapter or processor on HCM-F.

Resolution:

Verify the CPU utilization with the show process cpu-usage sorted command.
If the CPU utilization is high, restart the HCM-F server.
Verify if the HCM-F disk is full. If yes, resolve the HCM-F disk full issue. For details, refer to the Periodic Maintenance of HCM-F Disk Space topic in the HCM-F Maintain and Operate Guide.

Verify that all services are up and running.

Can't Assign or Unassign Customer in HCM-F

Symptoms: Can't assign customer in HCM-F

Resolution: Same Customer Name can’t be used in two providers. If you've used the same customer name in two providers, modify the customer name in one of the provider in Unified CDM. Verify that the PLM Sync is successful as the platform credential will not be removed.

Symptoms: Can't unassign customer in HCM-F

Resolution: Verify if HCM-F is able to reach the PLM. Verify the DNS configuration and its assignment.

Unable to Link a Migrated VM to UC Application in HCM-F

Symptoms: You can't link a newly migrated VM to the UC application under Cluster Application page in HCM-F.

Resolution:

Verify if there are any duplicate entries, and manually enable the auto link as follows:

In HCM-F, navigate to Infrastructure Manager > Application Management > Management Application. Select the CUCDM from the Application Type drop-down.
Navigate to Application Management > Cluster application, and select the UC application. Uncheck (disable) Auto Link to Virtual Machine checkbox, and manually select the Auto Link option from the drop-down.

Troubleshooting Cisco Unified CM Modes Management

The following table provides the information on various cluster assignment scenarios of Cisco Unified CM modes management.

Table 3. Cisco Unified CM Modes Management Scenarios in Cluster Assignment
Error Message	Recommended Steps
Job status message: Assigning cluster <`clusterName`> to LM <`elmName`> failed.	Check the IP address of the specified cluster application.
Job status message: Assigning cluster <`clusterName`> to LM <`elmName`> failed.	Check if PLM is active, and reachable from the Cisco HCM-F node.
Job status message: Assigning cluster <`clusterName`> to LM <`elmName`> failed: no platform credential is configured.	Either add, or update the platform credentials of the specified cluster application in Cisco HCM-F.
Job status message: Assigning cluster <`clusterName`> to LM <`elmName`> failed: cluster is not allowed to be assigned.	Unassign the specified cluster, and then try to reassign.
Job status message: Assigning cluster <`clusterName`> to LM <`elmName`> failed: cluster is not allowed to be assigned.	Either try unassigning a cluster from PLM using the HCM-F GUI, or try assigning the specified cluster to some other PLM.
Job status message: Assigning cluster <`clusterName`> to LM <`elmName`> failed: cluster is not eligible to be assigned.	Add the publisher node information to the specified cluster application.

The following table provides the information on various cluster unassignment scenarios of Cisco Unified CM modes management.

Table 4. Cisco Unified CM Modes Management Scenarios in Cluster Unassignment
Error Messages	Recommended Steps
Job status message: Unassigning cluster <`clusterName`> from LM <`elmName`> failed.	Check if the specified cluster is present in PLM.
Job status message: Unassigning cluster <`clusterName`> from LM <`elmName`> failed.	Check if PLM is active, and reachable from the Cisco HCM-F node.
Job status message: Unassigning cluster <`clusterName`> from LM <`elmName`> failed: no platform credential is configured.	Either add, or update the platform credentials of the specified cluster in Cisco HCM-F.
Job status message: Unassigning cluster <`clusterName`> from LM <`elmName`> failed: LM does not exist.	Check the Cisco HCM-F logs for the detailed error message.

Troubleshooting Synchronization Services

This section describes about troubleshooting all the synchronization services.

Troubleshooting Cisco HCS UCSMSync Service

Procedure

Step 1	Issue the utils service list command to verify that the following services are running: Cisco CDM Database Cisco JMS Broker Cisco Tomcat Cisco HCS Admin UI Cisco HCS SDR UI Cisco HCS Fulfillment Service Cisco HCS UCSMSync Service
Step 2	Review the diagnostics information for the UCSMSync service. From the CLI, run the utils diagnose hcs ucsmsync command. From the Infrastructure Manager interface, select Administration > Diagnostics. Select UCSMSync and click Request Diagnostics.
Step 3	From the Infrastructure Manager interface, select Administration > Sync Request to run a manual UCSMSync.
Step 4	From the Infrastructure Manager interface, select Administration > Jobs to review the Status Info and Recommended Action in the job results table.
Step 5	Review the UCS Manager alarms that is located in activelog syslog/CiscoSyslog. See Alarms Management on Cisco HCM-F Platform.
Step 6	Review the UCSMSync log files that are located in activelog hcs/ucsmsync. See Trace Management on Cisco HCM-F Platform and Table 1.
Step 7	Use HCM-F RTMT to connect to the HCM-F and check the overall health of the system. Using HCM-F RTMT, you can browse, query, and collect trace and log files. You can also view alarms and enable remote real time tracing.

Troubleshooting Cisco HCS VCenterSync Service

Procedure

Step 1	Issue the utils service list command to verify that the following services are running: Cisco CDM Database Cisco JMS Broker Cisco Tomcat Cisco HCS Admin UI Cisco HCS SDR UI Cisco HCS Fulfillment Service Cisco HCS VCenterSync Service
Step 2	Review the diagnostics information for the VCenterSync service. From the CLI, run the utils diagnose hcs vcentersync command. From the Infrastructure Manager interface, select Administration > Diagnostics. Select VCenterSync and click Request Diagnostics.
Step 3	From the Infrastructure Manager interface, select Administration > Sync Request to run a manual VCenterSync.
Step 4	From the Infrastructure Manager interface, select Administration > Jobs to review the Status Info and Recommended Action in the job results table.
Step 5	Review the VCenterSync alarms that are located in activelog syslog/CiscoSyslog. See Alarms Management on Cisco HCM-F Platform.
Step 6	Review the VCenterSync log files that are located in activelog hcs/vcentersync. See Trace Management on Cisco HCM-F Platform and Table 1.
Step 7	Use HCM-F RTMT to connect to the HCM-F and check the overall health of the system. Using HCM-F RTMT, you can browse, query, and collect trace and log files. You can also view alarms and enable remote real time tracing.

Troubleshooting Cisco HCS DMA-SA Service

Verify the admin email address.

UC Apps Syncronization fails in HCM-F

Symptoms: UC SDR synchronization operation fails in HCM-F with error Attempted read on closed stream.

Resoluton: Apply the cop file 'hcs.CSCvh86964-1-1153-PlatformManager-patch.cop.sgn' or 'hcs.CSCvh86964+CSCvi70074-1153-PlatformManager.cop.sgn'. Contact Cisco TAC for the cop files.

Troubleshooting Platform Manager

This section describes about how to troubleshoot Platform Manager.

Troubleshooting Cisco HCS Platform Manager Service

Procedure

Step 1	Issue the utils service list command to verify that the Cisco Platform Manager Service is running.
Step 2	Check for communication problems between the servers. Verify that the Platform SOAP Services or Platform Administrative Web Service is active on any of the Cisco Unified Presence, Cisco Unified Communications Manager, or Cisco Unity Connection servers you want Platform Manager to access.
Step 3	If you have an issue with an upgrade task, check the server type in the server group. For upgrade tasks, the publisher server and subscriber servers cannot be in the same group.
Step 4	Review the Platform Manager error messages. See Common Platform Manager Errors.
Step 5	Review the Platform Manager log files. See: Platform Manager Log Files Trace Management on Cisco HCM-F Platform Trace Setup

Common Platform Manager Errors

This section describes about the common Platform Manager errors.

Could Not Contact Server or Server Not Available

Ensure that the connections between all Unified Communications applications and Platform Manager are established before you run a task. All Unified Communications applications must be contacted at least once before you run the first Platform Manager task. SFTP or FTP and Unified Communications applications must be routable from Platform Manager; for example, if NATs are used, use public IP. Likewise, the SFTP or FTP servers must be routable from the Unified Communications applications.

Cannot Edit a Backup Schedule Task

A backup schedule task exists but needs some updates

A backup task cannot be edited after it is created; however, you can edit a backup schedule task.

Save settings for the backup that needs to be changed.
Create a new backup with the saved settings.
When you create the new backup, use the saved settings from the first step.
Modify the settings, as required.
Save the backup.
Delete the old backup.

Cancelled a Backup but Some Servers Still Backed Up

Backup server task was cancelled but some servers were still backed up

Backup schedule tasks can be cancelled while in process. Any servers in the group, however, that have started backing up when you cancel the task do not stop midtask. These servers are still backed up.

Could Not Diagnose a Failed Backup

A backup failed and more details are required to determine the issue

If a backup schedule task fails, review the DRS logs.

Servers in Backup Task Marked as Skipped

The backup server task completed but some servers were listed as "Skipped"

"Skipped" servers have a first node server. After the first node server is backed up, all other servers in the group are skipped. Backing up the first node server ensures that the other servers in the group are also backed up. These servers appear as "Skipped" in the Backup Task List. A server also appears Skipped if it has a pre 9.x release version. Backup Scheduler can only backup servers with software versions higher than 9.0.

Troubleshooting NTP Server Deletion Issues

Symptoms: The following license releated warning is shown while trying to delete the NTP server:

*WARNING: Changing this setting will invalidate software license on this server. The license will have to be re-hosted.*
Continue(y/n):n

Resolution: Ignore the warning as HCM-F doesn’t use the license directly.

Platform Manager Log Files

When you troubleshoot issues for Platform Manager, you can access the following log files on the Cisco HCM-F platform at the following locations:

file get activelog tomcat/logs/platform-api/log4j/*—This log file includes information generated by the Unified Communications applications. The same log file is also stored on the application server. Using this command, you can view:
- SOAP messages from Platform Manager including inputs, results, errors, and messages
- Calls to underlying OS components like the upgrade scripts
file get activelog tomcat/logs/pm/log4j/*—This log file includes information from Platform Manager. Using this command, you can view:
- REST traffic between the browser and Platform Manager including inputs, results, errors, and messages
- SOAP messages to the Unified Communications applications including inputs, results, errors, and messages
- Database access including updates, queries, and results
- Task-related events like scheduling, starting, and updating tasks
- Background jobs like synchronization tasks

Multiple services failed to start after install patch and reboot

Issue: None of the HCM-F services works after removing the patch, and HCM-F runs very slow.

Resolution:

Verify if the HCM-F disk is full. If yes, clear the disk space using disk_cleanup script.
Verify that all services came up and slowness issue in HCM-F is resolved.
Apply patch again and verify that SI is working fine.

Troubleshooting Service Inventory

This section describes about how to troubleshoot Service Inventory.

Troubleshooting Cisco HCS Service Inventory

Procedure

Step 1	Issue the utils service list command to verify that the Service Inventory service is running. Depending on the reports requested, verify that the following services are also running: Cisco HCS Admin UI Cisco HCS SDR UI Cisco HCS SI UI Cisco CDM Database Cisco HCS North Bound Interface Web Service Cisco HCS Fulfillment Service Cisco HCS NBI REST SDR Web Service Cisco HCS CAA CUCM Service Cisco HCS CAA IMP Service Cisco HCS CAA UCXN Service Cisco Tomcat
Step 2	Check the status of the Service Inventory jobs by selecting Administration > Jobs from the Infrastructure Manager menu. Service Inventory Report jobs who the Entity Name as "ONDEMAND" and "DAILY_SCHEDULE". Only one report can run at a time. A report that is currently running shows the Status as In Progress. Queued reports show the Status as Requested.
Step 3	If a job is stuck, you can remove the job by selecting in it on the Jobs page and clicking Delete Selected. Restarting the HCS Service Inventory service from the CLI fails any in progress jobs and cancel any requested jobs.
Step 4	Enabling aggregate reports by selecting Each reseller and customer when scheduling a report can slow down the report processing, and require additional resources. So, check this only when required. Enabling aggregate reports creates additional report files for each reseller and customer apart from the regular. SI file also creates a Provider Level Summary file. All these reports are pushed to SFTP and Backup SFTP, if those have been configured under Service Inventory.
Step 5	If you have to generate a location report, at least one SI report has to be previously generated.
Step 6	Review the Cisco HCS Service Inventory alarms that are located in activelog syslog/CiscoSyslog. See Alarms Management on Cisco HCM-F Platform.
Step 7	Review the Cisco HCS Service Inventory log files that are located in: activelog tomcat/logs/catalina.out which includes request and response messages to and from Cisco Unified Communications Domain Manager. activelog tomcat/logs/si/log4j which contains all Service Inventory-specific operations. See Trace Management on Cisco HCM-F Platform and Table 1. /var/log/active/hcs/cucmcaa – Cisco HCS CAA CUCM Service Log files /var/log/active/hcs/impcaa – Cisco HCS CAA IMP Service Log files /var/log/active/hcs/ucxncaa – Cisco HCS CAA UCXN Service Log files

Common Service Inventory Errors

The following section contains common Service Inventory errors.

Service Inventory Configuration Page Displays Undefined Error on Save

Symptoms: While configuring Service Inventory password, Undefined error appears due to using illegal characters in the Password field.

Resolution:

Ensure that the HCM-F administration password is set using the following criteria while installing the Cisco HCM-F:

Must contain a minimum of 6 and a maximum of 31 characters including the special characters. The special characters include !@#$%^&*()-_.

Note

While configuring Service Inventory, use the same username and password for HCM-F admin configured during the Cisco HCM-F installation.

Service Inventory Job Scheduling Does Not Work-Report Does Not Get Generated

Service Inventory job scheduling relies on the service provider name for Cisco Unified Communications Domain Manager, which appears in the Infrastructure Manager administrative interface (Service Provider > Administration) and exists in the Shared Data Repository.

If Cisco Unified Communications Domain Manager is used, the Service Provider is automatically pushed to HCM-F.

If Cisco Unified Communications Domain Manager is not used, the Service Provider can be manually configured in Infrastructure Manager.

Perform the following tasks, depending on your configuration:

Service Inventory Report Doesn't Show HCS License that is Used

Symptoms: Service Inventory ignores susername of type user@domain.com while generating reports.

Resolution: If you're on HCM-F 11.5(1), install the cop file.

Note

The patch or cop file can't be uninstalled once installed. Take necessary action prior to the installation.

Service Inventory Cannot Authenticate to Cisco Unified Communications Domain Manager-Cannot Receive Files

The Service Inventory service encountered a runtime error and cannot validate the request from Cisco Unified Communications Domain Manager; therefore, the Service Inventory service cannot receive the files from Cisco Unified Communications Domain Manager.

Verify that you configured the username and password correctly for Cisco Unified Communications Domain Manager in the Infrastructure Manager administrative interface.

Note

Service Inventory Connection to Cisco Unified Communications Domain Manager Failed-Cannot Retrieve Files

The Service Inventory service encountered a runtime error and cannot connect to the Cisco Unified Communications Domain Manager; therefore, the Service Inventory service cannot receive the files from Cisco Unified Communications Domain Manager.

Perform the following tasks:

Verify that Cisco Unified Communications Domain Manager is up and running.
In the Infrastructure Manager administrative interface, verify that you correctly configured the SOAP port for Cisco Unified Communications Domain Manager.

In the Infrastructure Manager administrative interface, verify that you correctly configured the hostname and IP address for Cisco Unified Communications Domain Manager.

Note

Service Inventory Did Not Receive the Files from Cisco Unified Communications Domain Manager After Time Passed

Service Inventory did not receive the files from Cisco Unified Communications Domain Manager after 1 hour passed.

Perform the following tasks:

Log in to Cisco Unified Communications Domain Manager. Select General Tools > Transactions. Review the transactions to determine if the transactions failed.
- For example, the following message may appear in the transaction: Unhandled exception encountered while performing request processing. Report generation failure. FTP failure. Is there a file of the same name on the FTP server?
  
  In the Service Inventory administrative interface, verify that you configured the SFTP port correctly on the Configuration page.
- For example, the following message may appear in the transaction: Unhandled exception encountered while performing request processing. Report generation failure. FTP failure. Authentication failed.
  
  On the Configuration page in the Service Inventory administrative interface, correct the user credentials for Cisco Unified Communications Domain Manager SFTP access to Service Inventory.
- For example, the following message may appear in the transaction: Unhandled exception encountered while performing request processing. Report generation failure. FTP failure. Is there a file of the same name on the FTP server? [Errno -2] Name or service not known.
- Ensure that the Cisco HCM-F platform network connection works as expected.
- If Cisco Unified Communications Domain Manager has DNS enabled, run the nslookup command on Cisco Unified Communications Domain Manager to ensure that the Service Inventory hostname is resolved.
- If Cisco Unified Communications Domain Manager does not use DNS, verify that you configured the IP address for the Service Inventory server on the Configuration page in the Service Inventory administrative interface.

Note

Service Inventory Received an Empty or Incomplete File from Cisco Unified Communications Domain Manager

Service Inventory received the file from Cisco Unified Communications Domain Manager, but the file is empty or does not contain all data.

In the Infrastructure Manager administrative interface, verify that the Provider configuration matches the configuration that is in Cisco Unified Communications Domain Manager.

Note

The Remote SFTP Server Did Not Receive the Report

Symptoms

The remote SFTP server did not receive the report that Service Inventory transferred.

Resolution

Connection to SFTP servers have failed at either the primary or secondary location. On the Configuration page in the Service Inventory administrative interface, verify that the remote SFTP server configuration is correct.
Failure could be due to incorrect IP address or login credentials. Verify them.

Service Inventory Does Not Generate Aggregate Report

Perform the following tasks when Service Inventory fails to generate an aggregrate report for UC apps:

Verify report settings in Service Inventory. Ensure that the Each reseller and customer checkbox is checked.
Verify the Sync between CUCDM and HCM-F. If the sync failing, remove vague clusters from HCM-F.
System provides the alert HCS Alert [Service Inventory] :: Failed to Create UC Apps Report. In this case verify the jobs for previously lodged reports are stuck (Infrastructure Manager > Administration > Jobs) with the In Progress and Requested status since long time. Delete or cancel the stuck jobs.
Verify the duplicate entries of customers or clusters. If yes, remove the duplicate entries.

Service Inventory Failed to Gather Data of the UC App

Table 5. SI failed to gather license data of the UC application customer
Explanation	Failure could be due to incorrect IP address or login credentials for a cluster application under this specific customer
Recommended Action	Verify your IP address and login credentials

Table 6. SI failed to gather data for the UC application customer report
Explanation	Failure could be due to incorrect IP address, login credentials for a cluster application while generating the UC application Report (Direct SI report)
Recommended Action	Verify your IP address and login credentials Add Cisco Unified Communications Domain Manager as a management application in HCM-F. See Add Management Application topic in Cisco Hosted Collaboration Mediation Fulfillment Install and Configure Guide for detailed information.

Service Inventory Fails to Generate Report

Symptoms: Service Inventory fails to generate report.

Resolution:

Verify the credentials for all the devices and cluster.

To know the different credential (protocol) types for the supported devices, see:

HCM-F Credential Types topic in the

Cisco Hosted Collaboration Mediation Fulfillment Install and Configure Guide

guide.
http://docwiki.cisco.com/wiki/Setting_up_Devices_for_Prime_Collaboration_Assurance link for detailed information on credential types for the supported devices.

Restart the services. For example, if the Unity Connection Server credentials were corrected, restart the Cisco HCS CAA UCXN service.

Symptom:

In scenarios where CUCDM 10.x/11.5(x)/12.5(x) instances are added to the Application Management under Infrastructure Manager of HCM-F, the SI reports fails with the '400 internal error while Querying Entitlement' error message.

Resolution:

Ensure that the end-users ID is unique in Unified CDM 10.x UC Applications across the customers. If the SI report is missing the entitlement profiles for some of the subscribers, we recommend using Unified CDM10.6(3) SU1 and above.

Symptom: UC Application fails in its daily data retrieval and it refers to previous day's metadata. It copies the metadata of the previous day to current day's SI report. In this scenario the data starts to multiply due to duplicate IP address and data collection failure, and the SI Report size starts growing in GBs. This results in insufficient disk space in HCM-F (100% disk full) and therefore, in Daily SI report generation failures.

Resolution:

Verify the system for duplicate IPs in SDR database. If they exist, either resolve them in User Interface with the correct IP Address or delete them from SDR database.
Verify the UC Apps connection status. If it failed, resolve them by correcting their credentials.
Delete the previous day's metadata which was running into GBs from the /opt/hcs/si/backup/models directory, and then run the Daily SI report.

Symptom: HCM-F failed to generate SI Reports and configuration disappeared after service restart

Resolution:

Check if there are any stuck SI jobs in HCM-F UI (Infrastructure Manager > Administration > Jobs).
Check if the status of any Service Inventory jobs are stuck in In Progress state since long time.
Delete the stuck jobs.
Restrat the SI, SI UI, and Tomcat services (non business hours).
Sync the UC App with PLM.

Symptoms: HCM-F failed to generate SI report after upgrading Unified CDM and HCM-F to 11.5. hcsadmin user is logged into the HCM-F UI and triggered a SI report. SI file is not generated with the following errors:

Exception - Exception - userID is invalid: userID must not be null and the userID length valid range is [1-64]

This was because the hcsadmin user only had one connection allowed at a time. This means that if a user was logged into the HCM-F UI, or if SI reports were running in HCM-F, another report can't be run because HCM-F can't log into Unified CDM.

Resolution: In the hcsadmin template of Unified CDM, update the value for the number of connections allowed at a time for hcsadmin user.

Symptoms: HCM-F Fails to Generate SI Files. While trying to send a request by HCM-F to Unified CDM to generate SI files, one or all of the following error occurs:

Error occured in sending request: Cannot validate request for ucFulfillmentSoapPort
CreateServiceInventory request Failed: Exception during createServiceInventory() Cannot validate request for ucFulfillmentSoapPort
CUCDMConnectionException: Exception during createServiceInventory() Cannot validate request for+G173 ucFulfillmentSoapPort

The error scenario indicates that the request is sent to Unified CDM, but the Unified CDM throws error.

Resolution: Restart the Web Services.

Symptoms: HCMF can't generate report and doesn't allow to add new Cluster

Resolution: Verify the Sync between CUCDM and HCM-F. If it failed then remove the vague clusters (present in HCM-F but not present in Unified CMM) from HCM-F. Generate the report.

Service Inventory stopped working

Symptoms: Service Inventory stopped working with the error message Service Inventory host may be misconfigured. Please verify the configuration.

When trying to access the SI configuration, the following error occurs: A communication error(JMS timeout) occurred in NBISILibrary. Please try again later. If the problem persists, contact technical service.

Resolution:

Apply the cop file to overcome the JMS timeout error.
Remove the unused Unified CDM to resolve the SI report misconfiguration error.

Specific customer doesn't show the license usage in 9.1.1 reports with Co-Resident PLM

Resolution: Verify that Unity licenses query requests are failing with the following reason:

Network time out: Verify the network timout with the UC App server. Verify that the firewall port for 8443 is opened.
Null data: Verify that the credentials for the UC apps in HCM-F are correct.
If the UC apps credentials are correct, verify if they are recently updated. If yes, restart the corresponding CAA services and SI services.
Run the SI report again.

HCM-F reports with 9.1.2 version not working

Symptoms: UC App Report version 9.1.1 includes license info, and version 9.1.2 doesn't include license info. UC App Report Version 9.1.1 must not contain the License Info and Summary, UC App Report Version 9.1.2 must contain the License Info and Summary.

Resolution: Upgrade to HCM-F 11.5(3).

HCM-F showing wrong version of SI files

Symptoms:

The Report Format Version is selected as 9.2.2 in the HCM-F GUI, but the actual generated SI file shows its Version as 9.2.1:

|FSTART|
|INFOSTART|
|INFO|formatVersion|9.2.1.1|
|INFO|filename|20171212040000GMT+1+CUCDM+1+1.si|
|INFO|dmVerPlatform|4.12.1+0.13.73|

Scheduled daily reports are failing to complete, and keep running since long time. Manually running the report in the HCM-F UI is also failing with either of the following errors:
```
ava.lang.NullPointerException
```
```
ERROR [SI License Reporting] utils.SIUCAppDataCollectionMgr - 
removeSICustomer Unable to locate and remove BSUSD from SICustomerList
```

Resolution: Ensure that period (.) isn't used in the hierarchy names (Provider/Reseller/Customer/Site).

HCMF is not recognizing Servers on the Platform Manager

Symptoms: HCMF does not recognize servers on the Platform Manager and shows wrong credentials.

Resolution:

Correct the server password on the Cisco Unified Communications Domain Manager application.
Ensure to Sync Servers from the SDR.
Add the missing cluster under Platform Manager>Inventory > Server Groups menu.

Troubleshooting HCM-F Integration with UC Apps and PCA

Procedure

Step 1

Ensure Cisco AXl service is running in UC apps.

Step 2

Verify all services are running after each restart of HCM-F.

Step 3

Ensure SNMP, ADMIN, PLATFORM and HTTP credentials are added for UC apps in HCMF.

Step 4

Ensure SNMP and SFTP credentials are added for PCA.

Note

For supported protocols/credentials to configure a device on the network, see Setting up Devices for Prime Collaboration Assurance.

HCM-F fails upon PCA Addition

The following section identifies common HCM-F errors:

Symptom

HCM-F fails upon the addition of PCA for monitoring.

Resolution

Cisco HCS strongly recommends using FQDN (Fully Qualified Domain Name) while installing an application or configuring the network address while integrating with other application. Ensure that the FQDN for an application is same across the system where ever the application is used or integrated. In this scenario also, use FQDN while installing PCA, and then configuring the network address for PCA in HCM-F.

In case you are trying to add the PCA server again after deleting it from HCM-F, ensure to remove the existing DB entry for PCA on HCM-F database.

Verify that the credential you entered adheres to the guidelines mentioned in the http://docwiki.cisco.com/wiki/Setting_up_Devices_for_Prime_Collaboration_Assurance link.

Symptom

Can’t associate a customer with PCA or HCM-F unable to provision Unified CM Pub as billing server to PCA

Resolution

HCMF shows an error for the publisher:

null0_UpdateRemoteSyslogRequest: Could not retrieve process node list from CUCM for <HOSTNAME>.
Verify name in System > Server matches the hostname or IP configured in HCM-F for Service Provider or Application Space Address.
2017-02-08 14:00:11,198 INFO [47] sendResponseMsg: Sending
UpdateRemoteSyslogResponse with rc=FAIL, rr=caacucmUnableToGetProcessNodeListFromCucm

The issue is caused due to Host Name mismatch in HCM-F and in Unified CM.

Resolution 1: Provision Unified CM with an IP address or matching hostname in Unified CDM.

Resolution 2:

Change PUB CUCM IP address with the same hostname as in Unified CM.
Associate PCA with the Unified CM cluster.

Symptom

HCM-F doesn't show PCA cluster application. The Cluster page (Cluster Management > Cluster) of HCM-F shows Sorry, an error occurred message.

Resolution

Ensure that PCA association with Customer (shared/dedicated) is appropriately done in the Unified CDM. This applies for all the other applications that PCA is monitoring.

Symptom

Fulfillment of PCA failed for Unified CM published nodes.

Resolution

Verify the NATting of the UC Apps. If they are NATted, remove the NATting of UC Apps.

Symptom

PCA shows status of devices in flapping state. The following error code is sent by PCA: INVENTORY_ERROR_CREATE_CRED.

Resolution

When there are multiple provisioning tasks running in HCM-F for a longer time (more than ten hours), the status of devices in PCA GUI will sometimes be in the flapping state. The Inventory shows that devices are unknown. In such a scenario, remove all devices monitored by PCA and add them again.

Can't add CER to Unified CDM

Symptoms: CER instance is already created in HCM-F and the customer wasn't assigned to the CER. This is preventing to add a CER instances in Unified CDM. HCM-F doesn't allow the deletion of the already existing CER instance due to the delete and checkbox buttons being grayed out.

Resolution: Clear the CER instance from the HCM-F database using the root account. Contact Cisco TAC if you don't have access to the HCM-F database.

Cisco Hosted Collaboration Mediation Fulfillment Troubleshooting Guide, Release 12.6(1)

Bias-Free Language

Results

Chapter: Troubleshooting HCM-F

Troubleshooting HCM-F

Troubleshooting HCM-F Platform

Can't change the IP address of HCM-F

Procedure

Can't change the IP address of PLM

Procedure

Changing Primary DNS on UC Apps

Troubleshooting Backup and Restore

Procedure

What to do next

Scheduled backup tasks fail in Platform Manager

Unable to add SFTP device/server for DRS

HCM-F Disk Running out of Space

Troubleshooting License Issues

Procedure

What to do next

Analog Device Consuming a Basic license in HCMF Reports

Procedure

Unable to map the UC Apps licenses with PLM

Can't change custom user password

hcmfadmin account locked after HCM-F upgrade

HCM-F shows error when attempting to access/search

Troubleshooting Infrastructure Manager

Troubleshooting Shared Data Repository

Procedure

Troubleshooting Cisco HCS Fulfillment Service

Procedure

Troubleshooting Domain Manager Adapter for Service Assurance

Procedure

Troubleshoot HCS License Manager

Troubleshooting Smart Licensing

CSSM API Errors

Cisco Application Adaptor (CAA) Errors

Smart Licensing Cluster Operation Errors

Smart Licensing General Errors

UC Applications API Errors

Smart Licensing Error Code and Message Mapping

Common License Dashboard Errors

Troubleshooting Cisco HCS North Bound Interface Web Service API

Procedure

Troubleshooting SDR Change Notification Service

Procedure

Troubleshooting Cluster Connections

Working with Services

Troubleshooting Cluster Application Deletion Issues in HCM-F

Troubleshooting High CPU Utilization on HCM-F

Can't Assign or Unassign Customer in HCM-F

Unable to Link a Migrated VM to UC Application in HCM-F

Troubleshooting Cisco Unified CM Modes Management

Troubleshooting Synchronization Services

Troubleshooting Cisco HCS UCSMSync Service

Procedure

Troubleshooting Cisco HCS VCenterSync Service

Procedure

Troubleshooting Cisco HCS DMA-SA Service

UC Apps Syncronization fails in HCM-F

Troubleshooting Platform Manager

Troubleshooting Cisco HCS Platform Manager Service

Procedure

Common Platform Manager Errors

Could Not Contact Server or Server Not Available

Cannot Edit a Backup Schedule Task

A backup schedule task exists but needs some updates

Cancelled a Backup but Some Servers Still Backed Up

Backup server task was cancelled but some servers were still backed up

Could Not Diagnose a Failed Backup

A backup failed and more details are required to determine the issue

Servers in Backup Task Marked as Skipped

The backup server task completed but some servers were listed as "Skipped"

Troubleshooting NTP Server Deletion Issues

Platform Manager Log Files

Multiple services failed to start after install patch and reboot

Troubleshooting Service Inventory

Troubleshooting Cisco HCS Service Inventory

Procedure

Common Service Inventory Errors