Troubleshooting Guide for Cisco CallManager, Release 3.3(3) - Installation, Backup, and Restore Issues [Cisco Unified Communications Manager (CallManager)]

Table Of Contents

Installation, Backup, and Restore Issues

Quick Upgrade, Backup, and Restore Tips

Restore Location When You Have Two Different Versions of Cisco CallManager

BAT for Faster Transfer of Data

Upgrade, Backup, and Restore

Back Up the Publisher

Third-Party Backup Utilities

Installation Issues

Unable to Change the Server Name for Cisco CallManager

Symptom

Probable Cause

Corrective Action

Boot Failure Recovery

One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber

Symptom

Probable Cause

Corrective Action

Upgrade Issues

BIOS Upgrade for the MCS-7830

Symptom

Probable Cause

Corrective Action

Verification

Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber

Symptom

Probable Cause

Corrective Action

Verification

Related Information

Blank Enterprise Parameters Page After Upgrade

Symptom

Probable Cause

Corrective Action

Verification

Related Information

Backup and Restore Issues

Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165

Symptom

Probable Cause

Corrective Action

Verification

Unable to Cancel the "Cancelling Backup Process. Please wait..." Message

Symptom

Probable Cause

Corrective Action

When Installing Cisco CallManager, No Prompt Displays for a Backup Destination

Symptom

Probable Cause

Corrective Action

Related Information

After a Restore, Database Is Corrupt

Symptom

Probable Cause

Corrective Action

Installation, Backup, and Restore Issues

This chapter covers solutions for the following most common issues related to a Cisco CallManager installation, backup, or restore.

•Quick Upgrade, Backup, and Restore Tips

•Installation Issues

•Upgrade Issues

•Backup and Restore Issues

If the following procedures do not solve your problem, contact TAC for a more detailed investigation.

For the latest information to the Cisco IP Telephony Operating System, SQL Server, Security Updates, refer to the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm

For the Cisco CallManager Compatibility Matrix, refer to the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm

Quick Upgrade, Backup, and Restore Tips

Use the following quick tips to help avoid issues when performing upgrades, backups, and restores to your system:

•Restore Location When You Have Two Different Versions of Cisco CallManager

•BAT for Faster Transfer of Data

•Upgrade, Backup, and Restore

•Back Up the Publisher

•Upgrade Issues

Restore Location When You Have Two Different Versions of Cisco CallManager

Tip Do a system restore on the same Cisco CallManager version. Changes from release to release cause problems if you try to restore from a different version.

BAT for Faster Transfer of Data

Tip Build a clean system; then, use the Bulk Administration Tool (BAT) to import your phones and users.

Upgrade, Backup, and Restore

Tip Perform your upgrade, run the Cisco IP telephony Applications Backup Utility, rebuild the new system from scratch, and restore the backup tape.

Back Up the Publisher

Tip Back up only the publisher server in a Cisco CallManager cluster. All other servers (subscribers) copy over the information on installation.

Third-Party Backup Utilities

For the Unity backup, you need a third-party application.

Note Cisco does not support third-party utilities for backing up the Cisco CallManager database. Doing so voids your TAC support.

Tip Use the included Cisco IP telephony Applications Backup Utility to back up the Cisco CallManager database to a separate machine. Then, use that separate machine to run your third-party backup software.

Installation Issues

For detailed documentation on installation and troubleshooting installs, refer to the Installation Guide for Cisco CallManager at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/

and click Installation Instructions to find the document with the release number for your system software version.

Also refer to the Release Notes for Cisco CallManager for any installation issues for your current software version.

This document covers the following installation issues:

•Unable to Change the Server Name for Cisco CallManager

•Boot Failure Recovery

•One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber

Unable to Change the Server Name for Cisco CallManager

Symptom

You attempt to change the name of the Cisco CallManager server and the service fails. Other services also fail, such as CTI Manager, Extended Functions, and Voice Media Streaming.

Probable Cause

Cisco does not support changing the name of a Cisco CallManager server.

Corrective Action

Change the IP address instead of changing the name of a Cisco CallManager server.

Boot Failure Recovery

The following URL provides detailed Boot Failure recovery procedures:

http://www.cisco.com/warp/public/130/recovery_index.shtml

One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber

Symptom
Error Message    looking for ccmxxxx databases in 
(local).master.dbo.sysdatabases table
Probable Cause

The subscriber build failed.

Corrective Action

Procedure

Step 1 Ensure that the NetBIOS name resolution is working between all servers.

Step 2 Ensure (by editing) that the hosts and LMHOSTS are filled in on the publisher and subscriber servers, so each one can resolve the other's host name and NetBIOS name.

Hosts is used for DNS resolution. LMHOSTS uses NetBIOS for name resolution. Also, SQL uses NetBIOS for name resolution.

Step 3 From the web, upgrade the Cisco CallManager for the software version on your publisher.

The software will download the SQL database to the subscriber(s).

Upgrade Issues

This section covers the following issues for Cisco CallManager upgrades:

•BIOS Upgrade for the MCS-7830

•Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber

•Blank Enterprise Parameters Page After Upgrade

•Related Information

BIOS Upgrade for the MCS-7830

Symptom

One of the following actions can occur that alerts you to a BIOS problem:

•The installation stalls.

•When you boot the server, you see a BIOS version prior to 11/08/2000.

Probable Cause

Because the BIOS update is independent from your software upgrade, the possibility exists that it was overlooked during an upgrade.

Corrective Action

Procedure

Step 1 The latest BIOS date is 11/08/2000. Power off (not a reboot) the server to unlock the flash.

Step 2 Go to the following URL to upgrade your BIOS:

http://www.compaq.com/support/files/server/us/download/9343.html

Follow the installation instructions on that site.

The OS Upgrade CD2 also upgrades the BIOS and Array firmware for you.

Step 3 Access the Array firmware at the following URL:

http://www.compaq.com/support/files/server/us/download/13161.html

You only need to create Disk 1 of the four-disk set.

Verification

When you boot the server, confirm that the BIOS date is 11/08/2000.

Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber

Symptom
Error Message    The browser server has failed to retrieve the backup 
list too many times on transport \Device\netBT_Tcpip (c96xxx) 
The backup browser is stopping.
Warning: The browser was unable to retrieve a list of servers from the browser master \\AACCMP1 on the network \Device\netBT_Tcpip (c96xxx) the data is the error code.

Probable Cause

Cause indicates a NIC card problem. You need to upgrade the OS to a newer version.

Corrective Action

Procedure

Step 1 If you have an MCS-7830 and build the OS with the new 2000.1.2 OS installation, run the OS upgrade version 2000.1.3 to fix the NIC card problem.

If this is not your problem, verify the following actions:

Step 2 Ensure that your WINS address is correct.

Step 3 Ensure that Enable NetBIOS over TCP/IP is chosen.

Step 4 Ensure that the WINS address is correct on the master browser \\AACCM1.

Verification

The error does not occur.

Related Information

For the MCS-7825, the current BIOS version is 9/10/01. For other software- or hardware-related upgrade issues, refer to the documentation on CCO at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/

The following URL provides MCS-78xx Boot Error Codes:

http://www.cisco.com/warp/public/788/AVVID/mcs_boot.html

Blank Enterprise Parameters Page After Upgrade

Symptom

No field or variable information displays on the Enterprise Parameters page. All other pages display correctly.

Probable Cause

Refer to CSCdv65210—Issues occur where an upgrade was not moving all the information to the database.

Corrective Action

Reinitialize the pages by running

C:\Program Files\Cisco\bin\Xmltemp\installxml.vbs

Verification

The Enterprise Parameters page displays correctly.

Related Information

For detailed information on upgrading your Cisco CallManager, refer to Upgrading Cisco CallManager and locate your release number at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/

Click Installation Instructions to find the document for your specific software release.

The following URL provides information that is located on the TAC site:

http://www.cisco.com/warp/public/130/upgrade_index.shtml

Backup and Restore Issues

This section covers the following issues for backups:

•Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165

•Unable to Cancel the "Cancelling Backup Process. Please wait..." Message

•When Installing Cisco CallManager, No Prompt Displays for a Backup Destination

•Related Information

•After a Restore, Database Is Corrupt

The Cisco IP telephony Applications Backup Utility automatically backs up the following items:

•Cisco CallManager database on SQL Server 7, including the Call Detail Records (CDR) database

•Administrative Reporting Tool (ART) database

•DC Directory, LDAP directory

•Distribution .ini, which contains the publisher and subscriber configuration information

•Database.dat, if present

•HKLM\Software\Cisco Systems, Inc.

•Cisco Customer Response Applications (CRA)

For detailed information on backing up the Cisco CallManager, refer to the Backing Up and Restoring Cisco CallManager and locate your release number at the following URL:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/

Click Installation Instructions to find the document for your specific software release.

Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165

Symptom
Error Message    1165 The device has indicated that cleaning is 
required before further operations are attempted. 
ERROR_DEVICE_REQUIRED_CLEANING
Probable Cause

Issues exist with the tape drive or the tape.

Corrective Action

Refer to your hardware documentation for details on cleaning the tape drive, or try using a different, clean tape.

Verification

Backup successfully completes with no errors.

Unable to Cancel the "Cancelling Backup Process. Please wait..." Message

Symptom

When you attempt to cancel the backup process during the Sti Backup Utility, the message "Cancelling backup process. Please Wait..." message does not disappear.

Probable Cause

The backup never executed.

Corrective Action

Rebooting the server will not solve the problem.

Use the following procedure to cancel the backup process.

Step 1 Choose Start > Run and enter regedit.

Step 2 From the Registry Editor, choose HKEY_LOCAL_MACHINE > SOFTWARE > Cisco Systems > Backup > Config.

Use one of the following two solutions to end the Sti Backup Utility.

Solution One

Step 3 Manually change the value of the Config registry key to 0.

Step 4 Manually stop the StiView.exe process by pressing Ctrl-Alt-Del and choosing Task Manager.

The Windows Task Manager displays.

Step 5 Click the Processes tab.

Step 6 Choose stiView.exe.

Step 7 Click End Process.

Solution Two

Step 8 From your system directory, choose C:> WINNT > SYSTEM32.

Step 9 Double-click the StiBack.exe file.

When Installing Cisco CallManager, No Prompt Displays for a Backup Destination

Symptom

You cannot locate the backup folder or the Cisco IP telephony Applications Backup Utility.

Probable Cause

If you are installing Cisco CallManager for the first time, you may have clicked Cancel on the backup display. If so, the backup destination was not created.

Corrective Action

Two ways exist for you to install the backup utility into the correct folder:

•Copy the "backup" folder from any other blade, which has installed the Cisco IP telephony Applications Backup Utility, and run the _stBackSetup.exe file.

•Run setup.exe from the "Backup" folder off of the root directory of the Cisco CallManager CD.

Related Information

The following few Microsoft utilities will help you find out what OS patches apply to your Cisco CallManager.

•Hfnetck.exe—Displays programs and service pack that are installed on the box and whether newer patches are available.

•Serverinfo.exe—Displays basic information and statistics on the system.

•Qfecheck.exe—Displays which HotFixes are installed. This utility does not work for SQL and Internet Explorer HotFixes. Qfecheck also spikes the processor during the time it runs. Cisco recommends that you run this utility only in a maintenance window.

To view the HotFixes that apply to Internet Explorer, perform the following steps.

Procedure

Step 1 Open your Internet Explorer and click Help > About Internet Explorer.

Step 2 View the Update Versions line.

This line will list the Knowledge Base number for each installed HotFix.

After a Restore, Database Is Corrupt

Symptom

A backup and restore appear to successfully complete on the publisher and subscriber servers. One database is missing information. Each database shows different versions of the software.

Probable Cause

A backup was made of one version, and the restore was to a newer software version.

Corrective Action

You must do a system restore on the same Cisco CallManager version. Changes from release to release would cause problems if you tried to restore from a different version.

Use the following procedures to restore databases.

Note Always perform these procedures from the publisher server. Make sure Cisco NT services and IIS Admin service are stopped.

Backup the SQL Database

Procedure

Step 1 Choose Start-Programs > Microsoft SQL Server 7.0 or 2000 for Cisco CallManager version 3.3.

Step 2 Click Enterprise Manager.

Step 3 Double-click Microsoft SQL Servers.

Step 4 Double-click SQL Server Group.

Step 5 Double-click the machine name (the DNS name of the machine).

Step 6 Double-click Databases.

Step 7 Click the highest level database beginning with CCM.

Step 8 Choose Tools > Backup Database.

Step 9 Choose Database — complete and Overwrite existing media.

Step 10 Click Add.

Step 11 Enter the type in a file name in the default path.

Step 12 Click OK.

Restore the SQL Database for the Purpose of Viewing the information

Procedure

Step 1 Ensure you have backed up your database (see the "Backup the SQL Database" procedure).

Unpublish your current database

Step 2 Ensure that all Cisco NT services and the IIS Admin service are stopped.

Step 3 Choose Start > Programs > Microsoft SQL Server 7.0 (or 2000).

Step 4 Click Enterprise Manager.

Step 5 Choose Microsoft SQL Servers > SQL Server Group.

Step 6 Click on your server name.

For Microsoft SQL 7

Step 7 Choose Replicate.

Step 8 Choose Configure Replication.

Step 9 Click the Publication Database tab in the pop-up window.

Step 10 Uncheck the name of your currently published database.

Step 11 Click OK.

For Microsoft SQL 2000

Step 12 Right-click Server Name > Replication.

Step 13 Choose Configure Publishing > Subscribers > Distribution.

Step 14 Click the Publication Database tab in the pop-up window.

Step 15 Uncheck the name of your currently published database.

Step 16 Click OK.

Restore the Customer Database

Step 17 Ensure that all Cisco NT services and the IIS Admin service are stopped.

Step 18 Place the customer backup file in C:MSSQL7\BACKUP.

Step 19 Choose Start > Programs > Microsoft SQL Server 7.0 (or 2000).

Step 20 Click Enterprise Manager.

Step 21 Choose Microsoft SQL Servers > SQL Server Group.

Step 22 Double-click Databases.

Step 23 Click the highest numbered database beginning with CCM.

Step 24 Click Restore Database.

If you backed up a database and want to restore that database

Step 25 Choose first backup to restore.

Step 26 Choose Database — complete.

Step 27 Click OK.

Step 28 If you restore a different database to this machine

Step 29 Choose Restore — from device.

Step 30 Click Select Devices.

Step 31 Click Add and enter the filename from which you are restoring.

Step 32 Choose Database — complete.

Step 33 Click OK.

Step 34 The following message displays:
Restore of database CCMxxxx completed successfully.

Now you can view the contents of the database by clicking on it in the main window and looking at its tables, users, and other information.

When you are ready to restore your former database, republish it by choosing Server Name > Replication and right-click Configure Publishing > Subscribers > Distribution and checking your original database.

Restore a Customer Database to Work With Cisco CallManager on Your Machine

Procedure

Step 1 Repeat the previous procedures for unpublishing your database and restoring the Customer Database.

Step 2 Delete the following three default users: CiscoCCMUser, CiscoCCMCDR, and CiscoCCMReader by choosing Tools > SQL Server Query Analyzer.

Step 3 Choose your database from the pull-down menu in the upper right corner of the screen.

Note Choosing the correct database name is important. Otherwise, you risk deleting users from the wrong database.

Step 4 Enter Sp_dropuser CiscoCCMUser and click Go.

Step 5 Click the Play button.

Step 6 The following message displays:
User CiscoCCMUser successfully removed from database.

Step 7 Enter Sp_dropuser CiscoCCMCDR and click Go.

Step 8 Click the Play button.

Step 9 The following message displays:
User CiscoCCMCDR successfully removed from database.

Step 10 Enter Sp_dropuser CiscoCCMReader and click Go.

Step 11 Click the Play button.

Step 12 The following message displays:
User Cisco CCMReader successfully removed from database.

Add the three default users for your machine

Step 13 Right-click Users in the main screen under your database name.

Step 14 Choose CiscoCCMUser and check the "db_owner" box for this user.

Step 15 Click OK.

Step 16 Choose CiscoCCMCDR -and check the "db_owner" box.

Step 17 Click OK.

Step 18 Choose CiscoCCMReader and check the "db_datareader" box.

Step 19 Click OK.

Configuring database tables

ProcessConfig table

Step 20 Choose Tables > ProcessConfig.

Step 21 Right-click ProcessConfig.

Step 22 Choose open > return all rows.

Step 23 Click the SQL button and Run the following SQL query:
SELECT  *
FROM ProcessConfig
where
tkservice = 9
ORDER by paramname
choose the exclamation point to run
Step 24 Make note of the paramValue for GlassHouseNodeID
ParamValue for the GlassHouseNodeId in this table matches the fkProcessNode string in the Cisco CallManager and pkid string in ProcessNode.

Note The first set of digits are the least significant.

Step 25 Change the Server names in all the DBConnection records to match the machine name of your publisher machine.

Step 26 Change the database names in the DBConnection records to match the current database name.

ProcessNode table

Step 27 Choose Tables > ProcessNode.

Step 28 Right-click on ProcessNode and choose open > return all rows.

Step 29 Change the 'name' column for the publisher (pkid=glassHouseNodeID you previously noted) to be the ip address or machine name of your machine.

CallManager table

Step 30 Choose Tables > CallManager.

Step 31 Right-click on CallManager and choose open > return all rows.

Step 32 Change the 'processNodeName' column for the CallManager record where fkprocessnode=glassHouseNodeID is correct machine name or the IP address you changed in the ProcessNode table.

Check the registry settings

Step 33 Open the registry to HKEY_LOCAL_MACHINE > SOFTWARE.

Step 34 Click Cisco Systems, Inc.

Step 35 Click DBL.

Step 36 Note the value of the DBConnection0 key.
In the value, ensure the value of SERVER is the DNS name of the publisher and that the database version name is correct.

Publish the database

Step 37 Return to the main tree in Enterprise Manager.

Step 38 Click on the server name.

For Microsoft SQL 7

Step 39 Choose Replicate Data.

Step 40 Choose create or manage a publication.

Step 41 Choose your database name.

Step 42 Click Create Publication.

Step 43 Choose the name of the database you are restoring and click Publish.
A wizard tool displays.

Step 44 Click Next.

Step 45 Choose transactional publication.

Step 46 Choose Yes allow immediate updating subscriptions.

Step 47 Choose all subscribers running SQL Server.

Step 48 Choose publish all tables.

Step 49 Click OK.

Step 50 Choose CCMxxxx as the name of your database.

Step 51 Choose no- create without data filters.

Step 52 Click Finish.

For Microsoft SQL 2000

Step 53 Choose New > Publication.

Step 54 Click Next.

Step 55 Choose your database name.

Step 56 Click Next.

Step 57 Choose Transactional.

Step 58 Click Next.

Step 59 Click Next.

Step 60 Choose publish all tables.

Step 61 Click Next.

Step 62 Click Next.

Step 63 Click Next.

Step 64 Click Finish.

	Troubleshooting Guide for Cisco CallManager, Release 3.3(3)
	Installation, Backup, and Restore Issues
Troubleshooting Guide for Cisco CallManager, Release 3.3(3) Index Preface Troubleshooting Overview Troubleshooting Tools Installation, Backup, and Restore Issues Cisco CallManager System Issues Directory Issues Device Issues Dial Plans and Routing Issues Cisco CallManager Services Issues Voice Messaging Issues Opening a Case With TAC Case Study: Troubleshooting Intracluster Phone Calls Case Study: Troubleshooting Cisco IP Phone-to-Cisco IOS Gateway Calls Case Study: Troubleshooting Intercluster Phone Calls	Download this chapter Installation, Backup, and Restore Issues Download the complete book PDF of the entire book (PDF - 2 MB) Feedback Table Of Contents Installation, Backup, and Restore Issues Quick Upgrade, Backup, and Restore Tips Restore Location When You Have Two Different Versions of Cisco CallManager BAT for Faster Transfer of Data Upgrade, Backup, and Restore Back Up the Publisher Third-Party Backup Utilities Installation Issues Unable to Change the Server Name for Cisco CallManager Symptom Probable Cause Corrective Action Boot Failure Recovery One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber Symptom Probable Cause Corrective Action Upgrade Issues BIOS Upgrade for the MCS-7830 Symptom Probable Cause Corrective Action Verification Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber Symptom Probable Cause Corrective Action Verification Related Information Blank Enterprise Parameters Page After Upgrade Symptom Probable Cause Corrective Action Verification Related Information Backup and Restore Issues Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165 Symptom Probable Cause Corrective Action Verification Unable to Cancel the "Cancelling Backup Process. Please wait..." Message Symptom Probable Cause Corrective Action When Installing Cisco CallManager, No Prompt Displays for a Backup Destination Symptom Probable Cause Corrective Action Related Information After a Restore, Database Is Corrupt Symptom Probable Cause Corrective Action Installation, Backup, and Restore Issues This chapter covers solutions for the following most common issues related to a Cisco CallManager installation, backup, or restore. •Quick Upgrade, Backup, and Restore Tips •Installation Issues •Upgrade Issues •Backup and Restore Issues If the following procedures do not solve your problem, contact TAC for a more detailed investigation. For the latest information to the Cisco IP Telephony Operating System, SQL Server, Security Updates, refer to the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/osbios.htm For the Cisco CallManager Compatibility Matrix, refer to the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ccmcomp.htm Quick Upgrade, Backup, and Restore Tips Use the following quick tips to help avoid issues when performing upgrades, backups, and restores to your system: •Restore Location When You Have Two Different Versions of Cisco CallManager •BAT for Faster Transfer of Data •Upgrade, Backup, and Restore •Back Up the Publisher •Upgrade Issues Restore Location When You Have Two Different Versions of Cisco CallManager Tip Do a system restore on the same Cisco CallManager version. Changes from release to release cause problems if you try to restore from a different version. BAT for Faster Transfer of Data Tip Build a clean system; then, use the Bulk Administration Tool (BAT) to import your phones and users. Upgrade, Backup, and Restore Tip Perform your upgrade, run the Cisco IP telephony Applications Backup Utility, rebuild the new system from scratch, and restore the backup tape. Back Up the Publisher Tip Back up only the publisher server in a Cisco CallManager cluster. All other servers (subscribers) copy over the information on installation. Third-Party Backup Utilities For the Unity backup, you need a third-party application. Note Cisco does not support third-party utilities for backing up the Cisco CallManager database. Doing so voids your TAC support. Tip Use the included Cisco IP telephony Applications Backup Utility to back up the Cisco CallManager database to a separate machine. Then, use that separate machine to run your third-party backup software. Installation Issues For detailed documentation on installation and troubleshooting installs, refer to the Installation Guide for Cisco CallManager at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ and click Installation Instructions to find the document with the release number for your system software version. Also refer to the Release Notes for Cisco CallManager for any installation issues for your current software version. This document covers the following installation issues: •Unable to Change the Server Name for Cisco CallManager •Boot Failure Recovery •One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber Unable to Change the Server Name for Cisco CallManager Symptom You attempt to change the name of the Cisco CallManager server and the service fails. Other services also fail, such as CTI Manager, Extended Functions, and Voice Media Streaming. Probable Cause Cisco does not support changing the name of a Cisco CallManager server. Corrective Action Change the IP address instead of changing the name of a Cisco CallManager server. Boot Failure Recovery The following URL provides detailed Boot Failure recovery procedures: http://www.cisco.com/warp/public/130/recovery_index.shtml One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber Symptom Error Message looking for ccmxxxx databases in (local).master.dbo.sysdatabases table Probable Cause The subscriber build failed. Corrective Action Procedure Step 1 Ensure that the NetBIOS name resolution is working between all servers. Step 2 Ensure (by editing) that the hosts and LMHOSTS are filled in on the publisher and subscriber servers, so each one can resolve the other's host name and NetBIOS name. Hosts is used for DNS resolution. LMHOSTS uses NetBIOS for name resolution. Also, SQL uses NetBIOS for name resolution. Step 3 From the web, upgrade the Cisco CallManager for the software version on your publisher. The software will download the SQL database to the subscriber(s). Upgrade Issues This section covers the following issues for Cisco CallManager upgrades: •BIOS Upgrade for the MCS-7830 •Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber •Blank Enterprise Parameters Page After Upgrade •Related Information BIOS Upgrade for the MCS-7830 Symptom One of the following actions can occur that alerts you to a BIOS problem: •The installation stalls. •When you boot the server, you see a BIOS version prior to 11/08/2000. Probable Cause Because the BIOS update is independent from your software upgrade, the possibility exists that it was overlooked during an upgrade. Corrective Action Procedure Step 1 The latest BIOS date is 11/08/2000. Power off (not a reboot) the server to unlock the flash. Step 2 Go to the following URL to upgrade your BIOS: http://www.compaq.com/support/files/server/us/download/9343.html Follow the installation instructions on that site. The OS Upgrade CD2 also upgrades the BIOS and Array firmware for you. Step 3 Access the Array firmware at the following URL: http://www.compaq.com/support/files/server/us/download/13161.html You only need to create Disk 1 of the four-disk set. Verification When you boot the server, confirm that the BIOS date is 11/08/2000. Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber Symptom Error Message The browser server has failed to retrieve the backup list too many times on transport \Device\netBT_Tcpip (c96xxx) The backup browser is stopping. Warning: The browser was unable to retrieve a list of servers from the browser master \\AACCMP1 on the network \Device\netBT_Tcpip (c96xxx) the data is the error code. Probable Cause Cause indicates a NIC card problem. You need to upgrade the OS to a newer version. Corrective Action Procedure Step 1 If you have an MCS-7830 and build the OS with the new 2000.1.2 OS installation, run the OS upgrade version 2000.1.3 to fix the NIC card problem. If this is not your problem, verify the following actions: Step 2 Ensure that your WINS address is correct. Step 3 Ensure that Enable NetBIOS over TCP/IP is chosen. Step 4 Ensure that the WINS address is correct on the master browser \\AACCM1. Verification The error does not occur. Related Information For the MCS-7825, the current BIOS version is 9/10/01. For other software- or hardware-related upgrade issues, refer to the documentation on CCO at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/ The following URL provides MCS-78xx Boot Error Codes: http://www.cisco.com/warp/public/788/AVVID/mcs_boot.html Blank Enterprise Parameters Page After Upgrade Symptom No field or variable information displays on the Enterprise Parameters page. All other pages display correctly. Probable Cause Refer to CSCdv65210—Issues occur where an upgrade was not moving all the information to the database. Corrective Action Reinitialize the pages by running C:\Program Files\Cisco\bin\Xmltemp\installxml.vbs Verification The Enterprise Parameters page displays correctly. Related Information For detailed information on upgrading your Cisco CallManager, refer to Upgrading Cisco CallManager and locate your release number at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ Click Installation Instructions to find the document for your specific software release. The following URL provides information that is located on the TAC site: http://www.cisco.com/warp/public/130/upgrade_index.shtml Backup and Restore Issues This section covers the following issues for backups: •Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165 •Unable to Cancel the "Cancelling Backup Process. Please wait..." Message •When Installing Cisco CallManager, No Prompt Displays for a Backup Destination •Related Information •After a Restore, Database Is Corrupt The Cisco IP telephony Applications Backup Utility automatically backs up the following items: •Cisco CallManager database on SQL Server 7, including the Call Detail Records (CDR) database •Administrative Reporting Tool (ART) database •DC Directory, LDAP directory •Distribution .ini, which contains the publisher and subscriber configuration information •Database.dat, if present •HKLM\Software\Cisco Systems, Inc. •Cisco Customer Response Applications (CRA) For detailed information on backing up the Cisco CallManager, refer to the Backing Up and Restoring Cisco CallManager and locate your release number at the following URL: http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/ Click Installation Instructions to find the document for your specific software release. Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165 Symptom Error Message 1165 The device has indicated that cleaning is required before further operations are attempted. ERROR_DEVICE_REQUIRED_CLEANING Probable Cause Issues exist with the tape drive or the tape. Corrective Action Refer to your hardware documentation for details on cleaning the tape drive, or try using a different, clean tape. Verification Backup successfully completes with no errors. Unable to Cancel the "Cancelling Backup Process. Please wait..." Message Symptom When you attempt to cancel the backup process during the Sti Backup Utility, the message "Cancelling backup process. Please Wait..." message does not disappear. Probable Cause The backup never executed. Corrective Action Rebooting the server will not solve the problem. Use the following procedure to cancel the backup process. Step 1 Choose Start > Run and enter regedit. Step 2 From the Registry Editor, choose HKEY_LOCAL_MACHINE > SOFTWARE > Cisco Systems > Backup > Config. Use one of the following two solutions to end the Sti Backup Utility. Solution One Step 3 Manually change the value of the Config registry key to 0. Step 4 Manually stop the StiView.exe process by pressing Ctrl-Alt-Del and choosing Task Manager. The Windows Task Manager displays. Step 5 Click the Processes tab. Step 6 Choose stiView.exe. Step 7 Click End Process. Solution Two Step 8 From your system directory, choose C:> WINNT > SYSTEM32. Step 9 Double-click the StiBack.exe file. When Installing Cisco CallManager, No Prompt Displays for a Backup Destination Symptom You cannot locate the backup folder or the Cisco IP telephony Applications Backup Utility. Probable Cause If you are installing Cisco CallManager for the first time, you may have clicked Cancel on the backup display. If so, the backup destination was not created. Corrective Action Two ways exist for you to install the backup utility into the correct folder: •Copy the "backup" folder from any other blade, which has installed the Cisco IP telephony Applications Backup Utility, and run the _stBackSetup.exe file. •Run setup.exe from the "Backup" folder off of the root directory of the Cisco CallManager CD. Related Information The following few Microsoft utilities will help you find out what OS patches apply to your Cisco CallManager. •Hfnetck.exe—Displays programs and service pack that are installed on the box and whether newer patches are available. •Serverinfo.exe—Displays basic information and statistics on the system. •Qfecheck.exe—Displays which HotFixes are installed. This utility does not work for SQL and Internet Explorer HotFixes. Qfecheck also spikes the processor during the time it runs. Cisco recommends that you run this utility only in a maintenance window. To view the HotFixes that apply to Internet Explorer, perform the following steps. Procedure Step 1 Open your Internet Explorer and click Help > About Internet Explorer. Step 2 View the Update Versions line. This line will list the Knowledge Base number for each installed HotFix. After a Restore, Database Is Corrupt Symptom A backup and restore appear to successfully complete on the publisher and subscriber servers. One database is missing information. Each database shows different versions of the software. Probable Cause A backup was made of one version, and the restore was to a newer software version. Corrective Action You must do a system restore on the same Cisco CallManager version. Changes from release to release would cause problems if you tried to restore from a different version. Use the following procedures to restore databases. Note Always perform these procedures from the publisher server. Make sure Cisco NT services and IIS Admin service are stopped. Backup the SQL Database Procedure Step 1 Choose Start-Programs > Microsoft SQL Server 7.0 or 2000 for Cisco CallManager version 3.3. Step 2 Click Enterprise Manager. Step 3 Double-click Microsoft SQL Servers. Step 4 Double-click SQL Server Group. Step 5 Double-click the machine name (the DNS name of the machine). Step 6 Double-click Databases. Step 7 Click the highest level database beginning with CCM. Step 8 Choose Tools > Backup Database. Step 9 Choose Database — complete and Overwrite existing media. Step 10 Click Add. Step 11 Enter the type in a file name in the default path. Step 12 Click OK. Restore the SQL Database for the Purpose of Viewing the information Procedure Step 1 Ensure you have backed up your database (see the "Backup the SQL Database" procedure). Unpublish your current database Step 2 Ensure that all Cisco NT services and the IIS Admin service are stopped. Step 3 Choose Start > Programs > Microsoft SQL Server 7.0 (or 2000). Step 4 Click Enterprise Manager. Step 5 Choose Microsoft SQL Servers > SQL Server Group. Step 6 Click on your server name. For Microsoft SQL 7 Step 7 Choose Replicate. Step 8 Choose Configure Replication. Step 9 Click the Publication Database tab in the pop-up window. Step 10 Uncheck the name of your currently published database. Step 11 Click OK. For Microsoft SQL 2000 Step 12 Right-click Server Name > Replication. Step 13 Choose Configure Publishing > Subscribers > Distribution. Step 14 Click the Publication Database tab in the pop-up window. Step 15 Uncheck the name of your currently published database. Step 16 Click OK. Restore the Customer Database Step 17 Ensure that all Cisco NT services and the IIS Admin service are stopped. Step 18 Place the customer backup file in C:MSSQL7\BACKUP. Step 19 Choose Start > Programs > Microsoft SQL Server 7.0 (or 2000). Step 20 Click Enterprise Manager. Step 21 Choose Microsoft SQL Servers > SQL Server Group. Step 22 Double-click Databases. Step 23 Click the highest numbered database beginning with CCM. Step 24 Click Restore Database. If you backed up a database and want to restore that database Step 25 Choose first backup to restore. Step 26 Choose Database — complete. Step 27 Click OK. Step 28 If you restore a different database to this machine Step 29 Choose Restore — from device. Step 30 Click Select Devices. Step 31 Click Add and enter the filename from which you are restoring. Step 32 Choose Database — complete. Step 33 Click OK. Step 34 The following message displays: Restore of database CCMxxxx completed successfully. Now you can view the contents of the database by clicking on it in the main window and looking at its tables, users, and other information. When you are ready to restore your former database, republish it by choosing Server Name > Replication and right-click Configure Publishing > Subscribers > Distribution and checking your original database. Restore a Customer Database to Work With Cisco CallManager on Your Machine Procedure Step 1 Repeat the previous procedures for unpublishing your database and restoring the Customer Database. Step 2 Delete the following three default users: CiscoCCMUser, CiscoCCMCDR, and CiscoCCMReader by choosing Tools > SQL Server Query Analyzer. Step 3 Choose your database from the pull-down menu in the upper right corner of the screen. Note Choosing the correct database name is important. Otherwise, you risk deleting users from the wrong database. Step 4 Enter Sp_dropuser CiscoCCMUser and click Go. Step 5 Click the Play button. Step 6 The following message displays: User CiscoCCMUser successfully removed from database. Step 7 Enter Sp_dropuser CiscoCCMCDR and click Go. Step 8 Click the Play button. Step 9 The following message displays: User CiscoCCMCDR successfully removed from database. Step 10 Enter Sp_dropuser CiscoCCMReader and click Go. Step 11 Click the Play button. Step 12 The following message displays: User Cisco CCMReader successfully removed from database. Add the three default users for your machine Step 13 Right-click Users in the main screen under your database name. Step 14 Choose CiscoCCMUser and check the "db_owner" box for this user. Step 15 Click OK. Step 16 Choose CiscoCCMCDR -and check the "db_owner" box. Step 17 Click OK. Step 18 Choose CiscoCCMReader and check the "db_datareader" box. Step 19 Click OK. Configuring database tables ProcessConfig table Step 20 Choose Tables > ProcessConfig. Step 21 Right-click ProcessConfig. Step 22 Choose open > return all rows. Step 23 Click the SQL button and Run the following SQL query: SELECT * FROM ProcessConfig where tkservice = 9 ORDER by paramname choose the exclamation point to run Step 24 Make note of the paramValue for GlassHouseNodeID ParamValue for the GlassHouseNodeId in this table matches the fkProcessNode string in the Cisco CallManager and pkid string in ProcessNode. Note The first set of digits are the least significant. Step 25 Change the Server names in all the DBConnection records to match the machine name of your publisher machine. Step 26 Change the database names in the DBConnection records to match the current database name. ProcessNode table Step 27 Choose Tables > ProcessNode. Step 28 Right-click on ProcessNode and choose open > return all rows. Step 29 Change the 'name' column for the publisher (pkid=glassHouseNodeID you previously noted) to be the ip address or machine name of your machine. CallManager table Step 30 Choose Tables > CallManager. Step 31 Right-click on CallManager and choose open > return all rows. Step 32 Change the 'processNodeName' column for the CallManager record where fkprocessnode=glassHouseNodeID is correct machine name or the IP address you changed in the ProcessNode table. Check the registry settings Step 33 Open the registry to HKEY_LOCAL_MACHINE > SOFTWARE. Step 34 Click Cisco Systems, Inc. Step 35 Click DBL. Step 36 Note the value of the DBConnection0 key. In the value, ensure the value of SERVER is the DNS name of the publisher and that the database version name is correct. Publish the database Step 37 Return to the main tree in Enterprise Manager. Step 38 Click on the server name. For Microsoft SQL 7 Step 39 Choose Replicate Data. Step 40 Choose create or manage a publication. Step 41 Choose your database name. Step 42 Click Create Publication. Step 43 Choose the name of the database you are restoring and click Publish. A wizard tool displays. Step 44 Click Next. Step 45 Choose transactional publication. Step 46 Choose Yes allow immediate updating subscriptions. Step 47 Choose all subscribers running SQL Server. Step 48 Choose publish all tables. Step 49 Click OK. Step 50 Choose CCMxxxx as the name of your database. Step 51 Choose no- create without data filters. Step 52 Click Finish. For Microsoft SQL 2000 Step 53 Choose New > Publication. Step 54 Click Next. Step 55 Choose your database name. Step 56 Click Next. Step 57 Choose Transactional. Step 58 Click Next. Step 59 Click Next. Step 60 Choose publish all tables. Step 61 Click Next. Step 62 Click Next. Step 63 Click Next. Step 64 Click Finish.
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