The following sections provide information and suggestions for troubleshooting the Cisco Unity Express configuration and applications:
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Cisco Unity Express provides the following system reports in both the graphical user interface (GUI) and the command-line interface (CLI):
- Mailbox and message statistics
- Mailbox size monitoring
- Backup and restore history
- System hardware parameters
- Memory and CPU usage (CLI only)
- Call history
Symptom : I cannot display log files in the GUI.
Explanation Log files are kept for error reporting and troubleshooting. The GUI does not have access to system error messages.
Use the CLI to display log files.
Users and Groups
Symptom : I cannot get in to the GUI.
Explanation You forgot to enter a system administrator during the initialization wizard.
Recommended Action Use the administrator login ID created during the post-installation procedure or create an administrator login ID using the following CLI commands, starting in Cisco Unity Express EXEC mode, where user-id is the user ID and password is the subscriber’s password:
a. cue-10-0-0-0# username user-id create
b. cue-10-0-0-0# username user-id password password
c. cue-10-0-0-0# config t
d. cue-10-0-0-0(config)# groupname Administrators member user-id
Symptom : I need to recover a user’s password or personal identification number (PIN).
Explanation The subscriber has forgotten the password or PIN.
Recommended Action For security reasons, passwords and PINs are not displayed on the screen or printed out. You must create a new password or PIN and give that new code to the subscriber. See Adding and Modifying a Group for the commands to create a new password or PIN.
Rebooting the System
Symptom : Is it necessary to reboot the router when rebooting the Cisco Unity Express module?
Explanation A reboot of the Cisco Unity Express module does not require a reboot of the router. The Cisco Unity Express module and the router can be rebooted independently of each other. However, if you reboot the router, no calls will reach the module until IP connectivity is reestablished between the router and the module.
Always do a shutdown of the module before power-cycling the router to avoid data loss or file corruption. To perform a graceful shutdown of the Cisco Unity Express module, enter the
shutdown command.To perform a graceful shutdown of the enhanced Cisco Unity Express module, enter the
service-module integrated service-engine
Setting Daylight Savings Time
Symptom : I need to set daylight savings time.
Explanation Cisco Unity Express sets daylight savings time automatically on the basis of the time zone, which is selected during the installation procedure or with the Administration > Network Time & Time Zone Settings GUI screen.
Communicating Between Components
Symptom: I cannot open a session in to the Cisco Unity Express module.
Explanation The TTY line associated with the module is occupied.
Recommended Action Use the service-module service-engine slot / port session clear command to clear the TTY line.
Symptom: I cannot change or remove the IP address or IP default-gateway configurations with the Cisco Unity Express CLI.
Explanation The IP address and IP default-gateway configurations are controlled from the Cisco IOS software.
Recommended Action Make the required changes from the service-engine interface.
Symptom: Service-module commands do not seem to take effect.
Explanation The service-module status might not be steady state. RBCP configuration messages go through only when the service-module is in steady state.
Recommended Action Use the service-module service-engine slot / port reload command to reload the Cisco Unity Express module.
Symptom: I cannot ping the internal address when using the IP unnumbered scheme.
Explanation The IP route table is not correct.
Recommended Action When using IP unnumbered, add a static route that points to the service-engine interface.
Symptom: I cannot set the speed of the terminal line from the router side or the Cisco Unity Express side.
Explanation Cisco Unity Express does not have a CLI command to set the speed. The speed is set to 9600, 8-N-1 on both the Cisco Unified Communications Manager and Cisco Unity Express sides. Although Cisco IOS software allows you to change the speed settings, the changes do not take effect.
Online Insertion and Removal (OIR)
Symptom: I did an OIR of the Cisco Unity Express network module on my router but it does not seem to be working.
Explanation Only the Cisco 3745 and 3845 routers support OIR. OIR is not available on the AIM.
Symptom: I did an OIR on the Cisco 3745. Now the Cisco Unity Express network module is not working.
Explanation The Cisco Unity Express network module must be shutdown before OIR.
Recommended Action OIR requires the following steps:
a. Shut down the service-engine interface.
b. Issue the service-module service-engine slot / port shutdown command.
c. Wait for confirmation that the network module has been shut down.
d. Proceed with the OIR.
Saving and Viewing Log Files
Symptom : I need to be able to store log files to a remote location.
Recommended Action Log files are stored on the disk, which is the default location. You can configure Cisco Unity Express to store the log files to a separate server. Also, you can copy log files on the disk to a separate server if they need to be kept for history purposes, for example:
copy log filename.log url ftp://ftp-user-id:ftp-user-passwd@ftp-ip-address/directory
se-10-0-0-0# copy log messages.log url ftp://admin:email@example.com/log_history
Symptom : I cannot display the contents of log files on the GUI.
Explanation The GUI cannot display log files. Troubleshooting commands and files are available only through the CLI.
Recommended Action Copy the log files from Cisco Unity Express to an external server and use a text editor, such as vi, to display the content.
Saving Configuration Changes
Symptom : I lost some configuration data when the GUI timer expired.
Explanation You did not save the data while you were entering it.
Recommended Action While making some configuration changes in the GUI, use the Apply icon to save your changes to the running configuration before the timer logs you out of the system. If the timer logs you out and you did not use the Apply icon, your changes are not saved.
Note The timer affects only the GUI, not the CLI.
Symptom : I lost configuration data when I rebooted the system.
Explanation You did not save the data before the reboot.
Recommended Action Perform a Save Configuration operation in the GUI or enter a copy running-config startup-config command in the CLI to copy your changes from the running configuration to the startup configuration. When Cisco Unity Express reboots, it reloads the startup configuration.
Note Voice-mail messages, which are considered application data and are saved directly to the disk, are preserved automatically in the startup configuration. (They should be backed up to preserve them on another server in case of a power outage or a new installation.) All other configuration changes require an explicit “save configuration” operation to preserve them in the startup configuration.
Symptom : A subscriber received a message with an envelope that says “unknown caller.”
Explanation Cisco Unity Express has a Lightweight Directory Access Protocol (LDAP) directory with the names and extensions of the subscribers who have voice mailboxes. When a message comes in, Cisco Unity Express tries to match the caller’s ID (name or extension) to an entry in the LDAP directory. If a match is found, the subscriber’s name or extension is included in the message envelope.
If a subscriber is configured on the Cisco Unified CME or Cisco Unified Communications Manager platform but not in Cisco Unity Express, for example, Cisco Unity Express has no record of that subscriber in its directory and announces that caller as “unknown caller.”
Recommended Action You may want to synchronize the platform and Cisco Unity Express databases if some platform subscribers are not defined in the directory.
Message Waiting Indicators (MWIs) (Cisco Unified CME Only)
Symptom : After upgrading to a new version of Cisco Unity Express, the MWIs do not light up even when messages are left in the mailboxes.
Explanation The upgrade procedure removed the IP address of the Session Initiation Protocol (SIP) subsystem.
Recommended Action Reconfigure the SIP IP address to point to the Cisco Unified CME router.
Symptom : The custom auto-attendant prompt is not working.
Recommended Action Verify that the prompt format is CCITT G.711 u-law, 8kHz, 8-bit, Mono.
Checking Log and Trace Files
To check the log and trace files on the flash memory, use the show logs command in Cisco Unity Express EXEC mode.
Logging and tracing to flash memory is turned off by default. Executing the log trace command starts the log and trace functions immediately.
The command displays the atrace.log and messages.log files. Each file has a fixed length of 10 MB, and tracing or logging stops automatically when the file reaches this length. New files overwrite the old files.