Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(2)

Table Of Contents


About Problems With Reports

A Requested Report Was Not Generated

Report Notification Not Generated


About Problems With Reports

Problems and troubleshooting procedures specific to reports are described in this chapter.

A Requested Report Was Not Generated

To Research a Report

Step 1 In Internet Explorer, browse to http://<Cisco Unity server name>/status or double-click the desktop shortcut to the Status Monitor.

Step 2 In the Status Monitor page, click the Report Status icon.

Step 3 Locate the report you are waiting for in the list of submitted reports. The wait time for a queued report will vary depending on the size of the Exchange database and on how busy Cisco Unity and Exchange are.

Step 4 If wait time for the report seems excessive, do one or more of the following:

Cancel the queued report and request it again at a time when Cisco Unity and Exchange are not as busy.

Cancel the queued report, refine the selection criteria, and then submit the report again.

On the Windows Start menu, click Programs > Administrative Tools > Services. Locate AVRepDirSvrSvc. If reports are not working properly or are locked, restarting this service will remove the locked state and the reports process will be restarted. Note that some queued reports may be lost due to the restart.

Step 5 If a requested report is missing from the Report Status page, this may be due to stopping and restarting Cisco Unity or the AvRepDirSvrSvc. Request the report again.

Step 6 If requested reports are still not being produced, on the Windows Start menu, click Programs > Cisco Unity > Unity Diagnostic Tool.

Step 7 On the Cisco Unity Diagnostic Viewer screen, click the Configure Micro Traces icon.

Step 8 Check the check boxes for all traces beginning with the word Report.

Step 9 On the Cisco Unity Diagnostic Viewer screen, click Start New Log Files.

Step 10 Request the reports again at a time when Cisco Unity and Exchange are not busy. Wait for a time equal to the wait time previously experienced. If the reports print successfully, skip to Step 15. If the reports do not print, continue with Step 11.

Step 11 To view the log files, click Process > AvCsMgr, and then click the Current log file. The selected log file is formatted and displayed in the right pane.

Step 12 To export or save a copy of the log file, click Action > Export List.

Step 13 Name the file and save it to a location of your choice in .txt or .csv format.

Step 14 If the requested reports still are not produced, and you are unable to determine the cause of the problem from the diagnostic logs, contact the Cisco Technical Assistance Center (TAC).

Step 15 To turn off the traces set in Step 8, on the Cisco Unity Diagnostic Viewer screen, click Disable All Traces.

Related section

Refer to the "Overview: Reports" section in the "Reports" chapter of the Cisco Unity System Administration Guide. The Cisco Unity System Administration Guide is available on at

Report Notification Not Generated

The Installer account has no mailbox. Therefore, if reports are requested when you are logged on with the Installer account, no notification will be received when a report is complete. If you are using the Installer account (or another account that has no mailbox) to request reports, you can view the completed reports in the \CommServer\Reports directory.