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Table Of Contents
Browser and Windows Error Messages
E-mail and Voice Error Messages
Error Messages
About Error Messages
Error message problems fall into these three categories:
These are error messages that may appear when Cisco Unity or the Cisco Unity server is started. See the "Startup Error Messages" section.
Browser error messages may appear during a logon attempt to the Cisco Unity Administrator, the ActiveAssistant, or the Cisco Unity Visual Messaging Interface. Windows error messages may appear when accessing Administrative Tools. See the "Browser and Windows Error Messages" section.
Cisco Unity may send e-mail and voice mail error messages. See the "E-mail and Voice Error Messages" section.
Startup Error Messages
Use the information in this section to troubleshoot errors that occur when starting either the Cisco Unity software or server.
Cisco Unity Fails To Start
Error Message At least one service or driver failed during system startup.Explanation This message is displayed when one or more of the Cisco Unity services or the services required by Cisco Unity do not start.
Action To troubleshoot this problem:
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Check the startup settings for the services as described in the following procedure, To check the service startup settings.
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To check the service startup settings
Perform the steps below on each of the following services:
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The account assigned to any of the Cisco Unity services must also have Services Account Administration permissions for the site and configuration containers.
To look for errors in the Application and System Event logs
Because startup events occur in rapid succession, when you look in the Application or System Event log for information about these events, you will be looking for the first event in a series of events that probably occurred just seconds apart. Locate the first error in the startup attempt. Subsequent errors may have been caused by the first error. If you can determine the cause and fix the first error, then shut down and restart the Cisco Unity server. All subsequent errors may be resolved by fixing the first.
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If the name in the source begins with the letters "Av," then double-click the error to display a dialog box containing additional information that may help you solve the problem.
If the source is Doh_Mc, then Exchange probably is not running. Start Exchange, then try again to start Cisco Unity.
If the Source column for an error contains any other value, or if you cannot determine the cause of the problem, contact the Cisco Technical Assistance Center (TAC).
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If no errors appear in the System Event log, contact Cisco TAC.
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If the value is Dlgc_log or DlgcDcm, then the problem is with the installation or configuration of the Dialogic voice or fax cards. Double-click the event error to display additional information that may help you solve the problem. When a Dialogic service fails to start, you may need to check the IRQ settings, switches, jumpers, and rotary dials on each card, as appropriate. When the Cisco Unity server contains more than one Dialogic voice card, you may also need to check the cable that connects the cards. See the "Installing Voice Cards" section in the "Installing a Cisco Unity System" chapter of the Cisco Unity Installation Guide for additional information. The Cisco Unity Installation Guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/inst/index.htm.
If the Source column for an error has any other value, contact Cisco TAC.
To change LPT1 port settings
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Browser and Windows Error Messages
Cisco Unity administrators or subscribers may see the following error messages:
Error Message Access denied. Your class of service prohibits you from accessing the System Administration Web pages.Explanation When this message appears during a logon attempt to the Cisco Unity Administrator, one of the following has occurred:
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Action Perform the following procedure, To temporarily associate an Exchange account with the Administrator class of service.
To temporarily associate an Exchange account with the Administrator class of service
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Under normal circumstances, the Example Administrator should not be associated with a Windows account.
Error Message Access denied. You cannot access the System Administration Web pages. Cisco Unity is not running.Explanation When this message appears, Cisco Unity is not running. Cisco Unity must be running before anyone can log on to the Cisco Unity Administrator.
Action Start Cisco Unity.
Error Message Access denied. You cannot access the System Administration web pages. There are too many active sessions.Explanation When this message appears, the maximum limit of five concurrent system administration sessions has been reached.
Action Wait for an active session to be closed and then try again later.
Error Message Access denied. Your Windows Domain Account [Domain\login] is not associated with a Cisco Unity subscriber.Explanation When this message appears during a logon attempt to the Cisco Unity Administrator, an invalid user name or password is being used.
Action Contact the system administrator to confirm the user name and password.
Error Message The Windows NT account you are logged on with is not associated with a Cisco Unity subscriber.Explanation Subscribers will get this error message when attempting to access the ActiveAssistant or the Visual Messaging Interface (VMI), or when attempting a TRaP (telephone recording and playback) connection from ViewMail for Outlook if they are not authenticated under a domain account that is linked to their Exchange mailbox, either directly or indirectly through the Active Directory SidHistory property.
Action Run the GrantUnityAccess utility to associate the domain account with the subscriber account. GrantUnityAccess is a command line utility and can be found on the Cisco Unity server in the folder in which Cisco Unity was installed (the default location is C:\CommServer). Specify the following arguments:
GrantUnityAccess -u <Domain>\<UserAlias> -s <UnitySubscriberAlias>For information about the arguments, enter
GrantUnityAccess -?Error Message Additional users cannot be assigned to the class of service associated with the selected subscriber template. You have reached the license limit for one or more of the features enabled by the class of service.Explanation Class of service can be used to restrict which licensed features are available to subscribers. If all available licenses for a feature are in use by a class of service, no new subscribers can be added to that class of service.
Action Go to the Licensed Features page for the class of service associated with the subscriber template. Determine if any of the licensed features used by that class of service are out of licenses, and if so, obtain sufficient additional licenses to meet subscriber needs. As a temporary measure until additional licenses are available, you can change the class of service associated with the selected subscriber template.
Error Message Failed to perform fetch against AvXml.dll. Check AvXml virtual directory settings in IIS for proper permissions and execute access. See the Troubleshooting Guide for details.Explanation This error may appear when accessing the Status Monitor page.
Action Perform the following procedure, To set up access to the Status Monitor after an upgrade
Error Message This page cannot be displayed. HTTP 403.1 Forbidden execute access forbidden.Explanation This error may appear when Status Monitor access is attempted for the first time after an upgrade.
Action Perform the following procedure, To set up access to the Status Monitor after an upgrade.
To set up access to the Status Monitor after an upgrade
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E-mail and Voice Error Messages
By default, Cisco Unity sends e-mail to the System Event Messages public distribution list when certain critical errors occur. Cisco Unity administrators can use the Event Notification utility to send e-mail and/or voice mail to other subscribers or distribution lists when an error occurs. Cisco Unity administrators or subscribers may see the following error messages:
Error Message A conversation error has occurred.Explanation A conversation error has occurred, sending a caller to the fail safe conversation.
Action Refer to the Windows Application Event log for more information about the error. If you are unable to determine the source of the problem from the information in the Application Event log, contact Cisco TAC.
Error Message Account locked—logon attempt limit reached.Explanation An account is locked because the limit of unsuccessful phone logon attempts was reached.
Action Go to the Subscribers > Subscribers > Account Page for the subscriber, and uncheck the Cisco Unity Account Status box to unlock the account. You can also refer to the Windows Application Event log for more information about the error.
Error Message All Ports Busy notification.Explanation The voice server detected that all ports that are set to answer calls are busy. In this circumstance, incoming calls receive a busy signal and subscribers are unable to access the Cisco Unity conversation.
Action Generate a port usage report for the ports set to answer calls.
If the value of Percentage Of Ports Used exceeds 70 percent usage during peak periods, click System > Ports in the Cisco Unity Administrator and review the port configuration to determine if additional answer ports are required, or if other adjustments to the port settings are needed. For more information, see the "Voice Port Settings" section in the "System Settings" chapter of the Cisco Unity System Administration Guide. The Cisco Unity System Administration Guide is available on Cisco.com at http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/sag/index.htm.
Error Message One or more Exchange servers in the site are unavailable.Explanation The Cisco Unity server detected that one or more Exchange servers are unavailable.
Action Restart the Exchange server(s), and refer to the Windows Application Event log for more information about the error.
Error Message Possible phone system integration failure.Explanation The Cisco Unity server received an inbound call with no phone system integration information.
Action Refer to the Windows Application Event log for more information. If you are unable to determine the source of the problem from the information in the Application Event log, contact Cisco TAC.
Error Message System event notification.Explanation Notification of a system event was attempted, but the notification text or voice message is missing or corrupt.
Action Refer to the Windows Application Event log for more information, and review the notification message settings for the Event Notification utility. If you are unable to determine the source of the problem from the information in the Application Event log, contact Cisco TAC.
Error Message That e-mail cannot be played at this time.Explanation All of the licensed text-to-speech resources are in use.
Action Subscribers can try again later, or you may need to add more licenses.
Error Message Voice server hard disk almost full.Explanation The Cisco Unity server hard disk is almost full. System logging and report data generation are terminated to conserve space.
Action Reclaim space on the hard disk to avoid potential loss of new messages and to resume logging and report generation. The Example Administrator account, which Cisco Unity creates during installation, serves as a default message recipient for the Unaddressed Messages and System Event Messages distribution lists. If you have not assigned another subscriber to these distribution lists, be sure to monitor the Example Administrator account and forward or delete the messages sent to this account as appropriate. For subscribers on the Unaddressed Messages public distribution list, create a separate Inbox folder for returned messages. Then create a rule that automatically moves messages sent by the Cisco Unity Messaging System account from the Inbox to the returned messages folder.
Caution
Error Message Voice server restart.Explanation The Cisco Unity server stopped responding and was restarted.
Action Refer to the Windows Application Event log for more information about the error. If you are unable to determine the source of the problem from the information in the Application Event log, contact Cisco TAC.
