Table Of Contents
Troubleshooting TAPS on the Cisco CRA Server
Troubleshooting BAT and TAPS
This chapter describes problems that you may encounter when using BAT or TAPS, provides the error messages, and suggests actions to help you resolve the problems.
Related Topics
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Troubleshooting TAPS on the Cisco CRA Server
BAT Log Files
BAT generates log files for each bulk transaction and stores them on the Publisher database server in the following location: C:\CiscoWebs\BAT\LogFiles\.
The log file also shows the key value of a record, so the administrator may reexamine the record. The MAC address of the phone serves as the key value when adding, updating, or modifying phones. When users are added, the User ID serves as the key value.
Clicking View Latest Log File link displays the summary view for the bulk transaction as well as the detail view for the failures.
Caution
Viewing BAT Log Files
To view the log file for the bulk operation, click View Latest Log File link on the BAT interface or go to the following location:
C:\CiscoWebs\BAT\LogFiles directory
Note
The timestamp format for the log file name is mmddyyyyhhmmss.
Table 7-1 shows examples of commands and log file names.
Troubleshooting BAT
The following list describes some scenarios that could occur and provides possible resolutions.
Symptom Export to BAT Format button does not work in BAT.xlt file.
Explanation Clicking the Export to BAT Format button in the BAT.xlt file does not appear to do anything.
Recommended Action Click a blank cell. The button can appear to be disabled if the cursor is on the text in a cell or in the text box.
Symptom The page cannot be displayed.
Explanation Message can occur because of an unexpected termination of IIS Administrative service.
Recommended Action This indicates a display problem only. The process continues in the background. You can refer to the log file for transaction details.
Symptom Data files (CSV) format does not match Phone Template/Sample File.
Explanation The number of lines on the data file should exactly match the number of lines configured in the BAT phone template, but does not. For example, the phone template has four lines, and, of these, Lines 1, 3, and 4 are configured. You should use phone data file (in all the cases, there should be three fields):
1111,3333,4444 results in Line1-1111 Line2-None Line3-3333 Line4-4444Recommended Action Check the BAT phone template that you intend to use. The number of lines specified on the CSV should exactly match the number of lines configured in the BAT phone template. Also, the number of speed dials specified in the CSV file should not exceed the maximum possible number of speed dials for the BAT phone template that you plan to use.
Symptom Errors occur when the dummy MAC address option is used.
Explanation Errors occur in the records for the dummy MAC addresses.
Recommended Action To map this symptom to the records that actually had the problem, you can see another generated file with the name <Modified + DataFileName>#<TimeStamp>.dat that shows the actual record with dummy MAC address. Access this file in the ...\BAT\LogFiles folder.
Symptom Null value for mandatory field <field name> is not allowed.
Explanation Error occurs for any mandatory field that has been left blank.
Recommended Action Specify a value for all mandatory fields.
Symptom Selected template does not contain DN details for directory number.
Explanation The VG200 template for FXS ports must specify a Gateway Directory Number template when directory numbers have been specified in the CSV file.
Recommended Action Specify a Gateway Directory Number template for FXS endpoint identifier(s).
Symptom Partition details can be added only with corresponding directory number.
Explanation You cannot leave the directory number field blank when a partition has been specified.
Recommended Action Specify a directory number for each record with a partition specified or delete the partition details from those rows that do not have a directory number specified.
Symptom Port identifier contains invalid endpoint prefix.
Explanation The port identifier value contains an invalid endpoint prefix or has not been configured in the BAT template. You must gunfighter port identifier(s) in the BAT template before it can be specified in the CSV file. In the CSV file, the first digit of the endpoint prefix can be either 0 or 1 (signifying either sub-unit 0 or sub-unit 1), followed by the port number, 01 to 24. Acceptable values include 001 through 024 (for sub-unit 0) or 101 through 124 (for sub-unit 1).
Recommended Action Correct the port identifier value in the CSV file or check the BAT template to be sure that ports have been configured.
Symptom Port identifier contains invalid port number.
Explanation The last two digits of the port identifier represent the port number. Port number must be between 01 and 24.
Recommended Action Correct the port number in the CSV file.
Symptom Port number not configured in the template.
Explanation Port number has been specified in the CSV file, but no corresponding ports are configured in the BAT template.
Recommended Action In the BAT template, configure the ports that you have specified in the CSV file.
Symptom Port data in record number n does not match the corresponding sample file/number of lines and speed dials in chosen phone template.
Explanation The value in the specified record does not match the number of lines or speed dials in the corresponding BAT phone template.
Recommended Action Check the BAT phone template to determine where the mis-match between the CVS file and BAT template occurred, and then correct the problem by adding or removing line details or speed dials in the CSV file or configuring additional lines or speed dials in the BAT phone template.
Symptom MAC address values are not allowed in the file if dummy MAC address values are desired.
Explanation The CSV file contains MAC addresses. You cannot provide dummy MAC addresses when MAC addresses are present in any row in the CSV file.
Recommended Action If you want to use dummy MAC addresses, create a new CSV file that contains only those records for which you have not specified MAC addresses. Alternatively, you can specify MAC addresses in the CSV file and not check the Create Dummy MAC Address checkbox.
Symptom Directory number cannot be added without at least one MAC address.
Explanation You must provide a MAC address when a directory number has been specified.
Recommended Action In the CSV file, specify a MAC address for each device for which a directory number has been specified.
Symptom Same directory number cannot be assigned twice to a device in the same partition.
Explanation On any one phone, two lines cannot share the same directory number and partition.
Recommended Action In the CSV file, correct the record, so the same directory number and partition combination is specified for only one line.
Symptom Couldn't create user object. Check if DC Directory is running.
Explanation DC Directory is not running, or it returned an error.
Recommended Action Choose Start > Programs > Administrative Tools > Services and check whether the service "DC Directory Server" is running. If it is not, start the service and return to BAT to proceed with the bulk transaction.
Troubleshooting TAPS on the Cisco CRA Server
You may receive the following messages while running TAPS on the Cisco CRA server.
Symptom When the Cisco CRA server starts, the JTAPI subsystem shows partial service or out of service
Explanation Message occurs because of configuration problems in the Cisco CallManager.
Recommended Action Perform one or all of the following steps until the problem has been corrected:
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If JTAPI is still out of service after performing the preceding steps, open Cisco CallManager Administration and delete the CTI route point and CTI ports and users associated with Applications and TAPS. Then, reinstall Application and TAPS and use Cisco CallManager Administration to add the CTI route points, ports, and users again.
Symptom Installed Cisco TAPS service could not be started. For troubleshooting refer to BAT online help. Aborting TAPS setup.
Explanation This error might occur while upgrading TAPS because TAPS upgrade does not ask for the latest password.
Recommended Action The administrator should check whether Cisco TAPS service can be started manually. If not, change the service log on and password using Administrative Tools > Services > Cisco TAPS. Then try reinstalling TAPS. If this does not help, uninstalls, then reinstall TAPS.
Symptom Preprocess exception
Explanation Cisco CRA server trace file shows "Preprocess exception" for TAPS.aef.
Recommended Action Perform the following steps to correct this problem.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
If you have problems after restarting Cisco CRA, check the CLASSPATH on the Cisco CRA server and append C:\TAPS to the Cisco CRA server.
Symptom Provider exception
Explanation Trace file of the Cisco CRA server shows this error.
Recommended Action Make sure the Cisco CallManager service is running on the Cisco CallManager server.
