DocWiki - User contributions [en]

System: SQL Hardening Failure

2009-12-18T19:57:10Z

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== System: SQL Hardening Failure==

{| border="1"
|-
! '''Problem Summary'''
| During the configuration of both the Unified IC and the Archiver databases, SQL Hardening fails.
|-
! '''Error Message'''
| Error indicating SQL Hardening failure.
|-
! '''Possible Cause'''
| Various.
|-
! '''Recommended Action'''
| None. SQL Hardening is the process of allowing connection to MS SQL Server by Windows authentication *only*. If SQL Hardening fails for any reason, then it is still possible to connect to MS SQL Server using *both* Windows authentication and SQL authentication.
The failure of SQL Hardening thus has no effect on functionality.
|-
! '''Release'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| CSCsy96093
|-
|}

[[Category:Unified IS, Release 7.5]]

System: Retrieve Size for CUIC Database Tables

2009-12-18T19:57:00Z

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== System: Retrieve Size for CUIC Database Tables ==

{| border="1"
|-
! '''Problem Summary'''
| You want to determine the current size of the CUIC database tables.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| You are concerned that some tables are growing too large.
|-
! '''Recommended Action'''
| In the SQL Server Management Studio, Open New Query window.
# Select the CUIC database.
# Run the following SQL Statement in Query Window: select 'exec sp_spaceused ' + name from sysobjects where type = 'U'.
#: {{note| There is a space after 'spaceused" and the '.}}
# Copy the Result of this query.
# Open another new Query Window.
# Paste the query.
# Select the CUIC database.
# Run (execute) the query.

The result of the query displays information about all tables in CUIC database including size and number of rows in the table.

|-
! '''Release'''
| Release 7.5(2).
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified IS, Release 7.5]]

System: Purge the CUIC Database

2009-12-18T19:56:50Z

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== System: Purge the CUIC Database ==

{| border="1"
|-
! '''Problem Summary'''
| How do you purge the CUIC database?
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| Some CUIC tables grow very large. Follow this procedure to schedule a job that truncates seven tables that tend to grow. Do this to constrain the database size.
|-
! '''Recommended Action'''
|
# Open Microsot SQL Server Management Studio.
# Connect to the server where the CUIC database is installed.
# Expand "SQL Server Agent".
# Right-click "Jobs"; then click "New Job".
# On the General tab:
#* Name : Enter a name such as 'Purge tables from CUIC database'
#* Category : Database Maintenance
# Click OK.
#Select Steps in the left panel
#Click New.
#* Step Name : Enter a name such as 'Purge Large Tables'
#* Type: Transact-SQL script (T-SQL)
#* Database : Select the CUIC database
#* Commands: Enter these commands
#**TRUNCATE TABLE AA_DataProcessingInfo
#**TRUNCATE TABLE AA_ErrorLog
#**TRUNCATE TABLE AA_LoadEvents
#**TRUNCATE TABLE AA_ProfilerData
#**TRUNCATE TABLE AA_ReportViews
#**TRUNCATE TABLE AA_TracingData
#**TRUNCATE TABLE AA_UserLog
#Select OK.
#Select Schedules in the left panel.
# Click new.
#* Name : Daily
#* Schedule type : Recurring
#* Frequency : Daily
#* Daily Frequency : Occurs once at : 1:00 AM
#Select OK.
#Select OK.
|-
! '''Release'''
| Release 7.5(2).
|-
! '''Associated CDETS #'''
| None.'''
|-
|}

[[Category:Unified IS, Release 7.5]]

System: Location of Unified IC Files

2009-12-18T19:56:40Z

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== System: Location of Unified IC Files==

{| border="1"
|-
! '''Problem Summary'''
| Some sections of the Unified IC user documentation incorrectly identify the location of the Unified IC files as <nowiki>%CUIS_HOME%\Cisco|CUIS\CuisWeb, %CUIS_HOME%\Cisco|CUIS\bin</nowiki>, etc.

|-
! '''Error Message'''
| Not applicable.
|-
! '''Possible Cause'''
| Not applicable.
|-
! '''Recommended Action'''
| The correct syntax for the path is %CUIS_HOME%\CuisWeb, %CUIS_HOME%\bin, etc.

|-
! '''Release'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| CSCsz48516
|-
|}

[[Category:Unified IS, Release 7.5]]

Reporting: SQL Validation for Unified IC

2009-12-18T19:56:30Z

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Reporting: SQL Validation for Unified IC

{| border="1"
|-
! '''Problem Summary'''
| Your SQL validation fails when you create or modify a report in Report Wizard (Release 7.5) or Report Definition (Release 8.0).
|-
! '''Error Message'''
| Invalid Query
|-
! '''Possible Cause'''
| You have used an insert or an update query. You have not included field names.
|-
! '''.Recommended Action'''
| Unified IC expects select statements with defined fields. Unified IC parses the named fields from the select statement and presents then to users in the report.
|-
! '''Release'''
| Releases 7.5(x) and 8.0(1).
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Unified IS, Release 7.5]]

Reporting: Connection Dropped Message

2009-12-18T19:56:20Z

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== Reporting: 'Connection Dropped CUIS Application Pool' Message ==

{| border="1"
|-
! '''Problem Summary'''
| A message indicating that the connection has been dropped is logged in the Httperr.log file. This occurs while a reporting is loading.
|-
! '''Error Message'''
| Connection_Dropped CUIS Application Pool
|-
! '''Possible Cause'''
| IIS/Browser issue.
|-
! '''Recommended Action'''
| Enable the Recycling setting in the CUIS Application Pool as follows:
* Navigate to: Computer Management > Services and Applications > IIS Manager > Application Pools > CUIS Application Pool.
* Right-click CUIS Application Pool and select "Properties".
* Check "Recyle worker process at the following times".
* Enter a time when few users are likely to be connected.

Note that users who have run an ad-hoc report at the time of the recycle will see this message when the report is refreshed: "The realtime subsystem has been cleared. In order to continue viewing the report you must re-filter it". In this situation, the user must launch the report once again.
Note also that reports in the Dashboard will miss a refresh cycle during recycle.
|-
! '''Release'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| None'''
|-
|}

[[Category:Unified IS, Release 7.5]]

Archiver: Scheduled Events Do Not Run

2009-12-18T19:56:10Z

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== Archiver: Scheduled Events Do Not Run==

{| border="1"
|-
! '''Problem Summary'''
| Archiver Scheduled events do not run due to organizational policy for running MS SQL services.
|-
! '''Error Message'''
| Not applicable.
|-
! '''Possible Cause'''
| Unified IC expects the AdminUser or ArchiverUser to run scheduled events, but your organization imposes a policy for the user who runs MS SQL services.
|-
! '''Recommended Action'''
| Add the customer-specified user who runs SQL services to the Unified ICM DB with read-only access.
|-
! '''Release'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| CSCsy96083
| |-
|}

[[Category:Unified IS, Release 7.5]]

Archiver: Performance and Memory Space

2009-12-18T19:56:00Z

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== Archiver: Performance and Memory Space ==

{| border="1"
|-
! '''Problem Summary'''
| Changing the SQL Server memory setting can cause Out of Memory errors and/or can impact Archiver performance. The Archiver must be installed on a server that has 12GB of memory. The installation changes the SQL Server memory setting from the default (which is dynamic) to a minimum of 2 GB and a maximum of 10 GB. The Archiver Configuration Tool automatically sets switches for /3GB and /PAE. These specifications have been qualified by Cisco Systems, Inc. to afford optimal Archiver performance.

|-
! '''Error Message'''
| "Out of Memory"
|-
! '''Possible Cause'''
| You have changed the default, Cisco-qualified memory settings, which affects the performance of your Archiver.

|-
! '''Recommended Action'''
| Contact your Support Provider for guidance on changing the memory space back to the qualified values. If the settings are changed to a non-qualified value, Cisco Systems cannot support the altered environment.

|
|-
! '''Release'''
| Release 7.5(2)
|-
! '''Associated CDETS #'''
| None
|}

[[Category:Unified IS, Release 7.5]]

Archiver: LoadArchiver Issues with Different Server Time Zones

2009-12-18T19:55:50Z

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== Archiver: LoadArchiver Issues with Different Server Time Zones==

{| border="1"
|-
! '''Problem Summary'''
|
"Primary key constraint violations" when running the LoadArchiver stored procedure.
|-
! '''Error Message'''
| Primary Key Contraint Violations
|-
! '''Possible Cause'''
| CUIS Archiver requires that the HDS and Archiver servers be in same time zone. If these servers are in different time zones, there will be "primary key constraint violations" on various and random tables when running the LoadArchiver stored procedure.
|-
! '''Recommended Action'''
| Place the Archiver and HDS servers in the same time zone.
|-
! '''Release'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| CSCsz99377
|-
|}

[[Category:Unified IS, Release 7.5]]

Archiver: Load Archiver Fails

2009-12-18T19:55:40Z

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[[Category:Unified IS, Release 7.5]]
{| border="1"
|-
! '''Problem Summary'''
| The LoadArchiver job is failing on a scheduled run and also when started manually.
|-
! '''Error Message'''
| Various
|-
! '''Possible Cause'''
| Various
|-
! '''Recommended Action'''
| 1) Open the MS SQL Server Management Studio.

2) Connect to the Archiver server.

3) Open a new query window.

4) Select the archiver database

5.) Type xp_LoadArchiver in the query window and press F5 to run the query.

The query might run for some time before you see results appear in the Messages section at the bottom of the page.

6) When results appear, copy the result text and send it to the Cisco support engineer.

|-
! '''Release'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| None. TAC SR#: 612491947
|-
|}

[[Category:Unified IS, Release 7.5]]

Archiver: How to Point to Another Server

2009-12-18T19:55:30Z

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Archiver: How to Point to Another Server

{| border="1"
|-
! '''Problem Summary'''
| The Archiver is pointing to one database server (DAW2), and you want to point to another database server (DAW4, which is an exact copy of DAW2) without losing data that is already archived and without causing duplicate entries.

|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| You need to change the database server to which the Archiver is pointing.
|-
! '''Recommended Action'''
| 1. Open Microsoft SQL Server management Studio

2. Connect to the Archiver Server.

3. Navigate to Archiver Server > Server Objects > Linked Server.

4. Right-click on Linked Servers and click New Linked Server.

* In Linked Server, enter <name of new hds server>.

* For Server Type, select SQL Server.

5. Click OK.

6. Update the ServerName column in the Archiver t_Connection table by replacing the old value with the name of new link server.

|-
! '''Release'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified IS, Release 7.5]]

Archiver: Free Space and Emergency Purge

2009-12-18T19:55:20Z

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== Archiver: Free Space and Emergency Purge ==

{| border="1"
|-
! '''Problem Summary'''
| You are running out of space on the Archiver server.
|-
! '''Error Message'''
| Emergency Purge messages in t_Log table.
|-
! '''Possible Cause'''
| You are running purges infrequently or the retention times need to be shorter.
|-
! '''Recommended Action'''
| Manage the amount of free space and the retention times in your database to ensure that there is no need for an emergency purge. Periodically query the t_Log table to ensure that there are no emergency purge messages.

|-
! '''Release'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Unified IS, Release 7.5]]

Archiver: Data Retrieval

2009-12-18T19:55:10Z

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== Archiver: Data Retrieval ==

{| border="1"
|-
! '''Problem Summary'''
| Difficulty retrieving data.
|-
! '''Error Message'''
| Not applicable.
|-
! '''Possible Cause'''
| Your Linked Server connection is not working.
|-
! '''Recommended Action'''
| Test the Linked Server connection. Linked Servers can be found in Microsoft SQL Server Management Studio under Server Objects. Locate the linked server and right-click to test the connection.
|-
! '''Releases'''
| Release 7.5(x)
|-
! '''Associated CDETS #'''
| None
|-
|}

[[Category:Unified IS, Release 7.5]]

Some prompts in a script play in the language specified and other prompts play in English

2009-12-18T19:54:35Z

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== Some prompts in a script play in the language specified and other prompts play in English ==

{| border="1"
|-
! '''Problem Summary'''
| A script is set to a language other than US English, but some prompts play in US English.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| A prompt is missing in the language directory for the language used by the script. If the default language for the script uses the same rules as US English, the system will automatically replace the missing prompt with a US English prompt.
|-
! '''Recommended Action'''
|
Refer to the Cisco Unified CCX trace files to find the missing prompt and provide the missing prompt in the language folder shown in the Cisco Unified CCX trace files.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified_IP_IVR, Release_7.0]]

Some prompts do not play

2009-12-18T19:54:25Z

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== Some prompts do not play ==

{| border="1"
|-
! '''Problem Summary'''
| A prompt in a script does not play. The script may or may not continue executing.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| A prompt is missing in the language directory for the language used by the script. By default, the Play Prompt step is set to continue if it encounters an error and the script will continue to play if it encounters a missing prompt. If you have changed the Play Prompt step to not continue if it encounters an error, the script will stop executing.
|-
! '''Recommended Action'''
|
Refer to the Cisco Unified CCX trace files to find the missing prompt. Provide the missing prompt in the language folder shown in the Cisco Unified CCX trace files.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified_IP_IVR, Release_7.0]]

Prompts play in language

2009-12-18T19:54:15Z

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== Prompts play in language ==

{| border="1"
|-
! '''Problem Summary'''
| A script was assigned to a language at the route point but it plays prompts in another language.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| This problem can be caused by the following situations:
*The system default language is set incorrectly.
*The language specified in the Set Contact step is incorrect.
*The language specified in the Play Prompt step is incorrect.
|-
! '''Recommended Action'''
|
Verify that system default language is set correctly. Verify that the correct language is set in the Set Contact step or the Play Prompt step if these steps are used.
|-
! '''Release'''
| Release 7.0
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified_IP_IVR, Release_7.0]]

Cisco Unified IP IVR drops callers when transferring to an extension

2009-12-18T19:54:05Z

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== Cisco Unified IP IVR drops callers when transferring to an extension ==

{| border="1"
|-
! '''Problem Summary'''
| After Cisco Unified IP IVR transfers a call to an extension, the called party hears a busy signal when taking the call and the caller is dropped.
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| If a call gets dropped, one potential cause is a codec mismatch between the endpoint and the Cisco Unified CCX Server. The Cisco Unified CCX Server supports either the G.729 or the G.711 protocol, but not both simultaneously. To support these protocols, a transcoder is required.
|-
! '''Recommended Action'''
|
Install a transcoder for Cisco Unified IP IVR.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified_IP_IVR, Release_7.0]]

A prompt plays phrases in the wrong order

2009-12-18T19:53:55Z

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== A prompt plays phrases in the wrong order ==

{| border="1"
|-
! '''Problem Summary'''
| A prompt played by the Create Generated Prompt step plays the correct language but plays phrases in the wrong order. For example, a prompt that you expect to play as “month, day, year” plays as “year, month, day.”
|-
! '''Error Message'''
| None.
|-
! '''Possible Cause'''
| The Create Generated Prompt step is using incorrect rules for the language.
|-
! '''Recommended Action'''
|
If creating a new language or adapting an existing language for a new locale, check the PromptGenerator.properties file and make sure that it is using the correct rules for the language.
|-
! '''Release'''
| Release 7.0(1)
|-
! '''Associated CDETS #'''
| None.
|-
|}

[[Category:Unified_IP_IVR, Release_7.0]]

Unified Mobile Agent: Unified Mobile Agent Option is Unavailable in Agent Desktop Login Dialog

2009-12-18T19:52:45Z

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== Unified Mobile Agent Option is Unavailable in Agent Desktop Login Dialog ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>The Agent Desktop softphone application does not display the Unified Mobile Agent Modeoption to allow an agent to log in as a mobile agent.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>Unified MA settings were not specified during CTI OS Server setup.

</td></tr><tr><td> '''Recommended Action''' </td><td>Follow these steps:
* Rerun the CTI OS Server setup program and specify the following on the PeripheralIdentifier screen.
* Select the Enable Mobile Agent checkbox.
* From the Mobile Agent Mode drop-down list, select Agent chooses.
* When the CTI OS Server setup program is run, the registry is automatically updated withthe appropriate values.
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified Mobile Agent: Unified Mobile Agent Failure Recovery Tips

2009-12-18T19:52:35Z

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== Unified Mobile Agent Failure Recovery Tips ==

<table border="1"><tr><td> '''Problem Summary''' </td><td> The Unified Mobile Agent application failed.

</td></tr><tr><td> '''Error Message''' </td><td> None.

</td></tr><tr><td> '''Possible Cause''' </td><td> See below.

</td></tr><tr><td> '''Recommended Action''' </td><td>

{| style="background-color:#EEEEEE;" cellpadding="5" cellspacing="0" border="1"

!
|-
|'''Recovery Issue/Symptom'''

|'''Resolution/Action'''

|-
|Power failure

|Once the power is back up, verify that the Agent Desktop reboots properly and thatthe network is available. You can then login.

'''Note: ''' UPS can mitigate the risk of a power failure at home by keeping the cablemodem and agent's PC powered up for a certain duration.

|-
|Internet failure

|When the broadband connection is lost, the agent goes offline. Once the connectionis reestablished, login again.

|-
|Agent Desktop reboot

|See ''Power failure'', above.

|-
|Agent Desktop application restart

|Restart the application and log back into the server. If a call is still in progress, donot change the state to Ready.

|-
|VPN tunnel failure

|If broadband access is available, but the connection to the corporate site is not, verifythat the VPN tunnel is not misconfigured / broken. If it is broken, it will have to bereconfigured by the System Administrator.

|}
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified Mobile Agent: Mobile Agent is Set to Not Ready

2009-12-18T19:52:25Z

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== Mobile Agent is Set to Not Ready ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Call by call delivery mode fails and mobile agent is set to Not Ready.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>Mobile agent state changed to Not Ready because the mobile agent did not answer the call, or the mobile agent's phone line rang busy.

</td></tr><tr><td> '''Recommended Action''' </td><td>Check mobile agent phone line and make sure the line is available.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified Mobile Agent: Mobile Agent is Logged Out

2009-12-18T19:52:15Z

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== Mobile Agent is Logged Out ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Call by call delivery mode fails and mobile agent is logged out.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>Agent call cannot connect due to invalid phone number.

</td></tr><tr><td> '''Recommended Action''' </td><td>Check to make sure mobile agent phone number is entered correctly before logging back in.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified Mobile Agent: Mobile Agent Login Failed

2009-12-18T19:52:05Z

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== Mobile Agent Login Failed ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Mobile agent login failed with an error message.

</td></tr><tr><td> '''Error Message''' </td><td>See the table below.

</td></tr><tr><td> '''Possible Cause''' </td><td>Mobile agent login failures can result from a number of causes. Login failure messages are described in the table below.

{| style="background-color:#EEEEEE;" cellpadding="5" cellspacing="0" border="1"

!
|-
|'''Message'''

|'''Cause'''

|'''Action'''

|-
|IPCC Error [10151] - PERERR_ TELDRIVE_ MOBILEAGENT_ INCORRECT_LCP

|There is an incorrect LCP configuration in Unified CM.

|Check the Phone Configuration page in Unified CM and be sure the device name of the LCP Port begins with the string LCP.

|-
|IPCC Error [10152] - PERERR_TELDRIVE_ MOBILEAGENT_ INCORRECT_RCP

|There is an incorrect RCP configuration in Unified CM.

|Check the Phone Configuration page in Unified CM to be sure that the device name of the RCP Port starts with the string RCP. Also check the device name of the corresponding LCP Port.

|-
|IPCC Error [10153] - PERERR_TELDRIVE_ MOBILEAGENT_MODE_ NOT_ALLOWED

|The Unified ICM Agent Desk Settings are not configured properly. Either the Cisco Unified Mobile Agent checkbox is not selected, or the Mobile agent mode setting does not correspond to the agent call mode selected in the Login dialog.

|Enable the Mobile Agent checkbox in the Unified ICM Agent Desk Settings and verify that the agent mode configured in Unified ICM is the same as the agent call mode selected in the Login dialog. See alsoCall Mode Unavailable in Agent Desktop Login Dialog

|-
|IPCC Error [10154] - PERERR_TELDRIVE_ AGENT_INVALID_ LOGIN_CTIPORT

|This error is generated when one of the following conditions exists:
* A non-mobile agent tries to login to a CTI port.
* A mobile agent tries to login to an invalid CTI port.

|Do one of the following:
* If you are not configured as a mobile agent, enter your IP Phone extension in the Instrument field of the CTI Login dialog box.
* If you are configured as a mobile agent, check the CTI Port configuration.

|-
| RESOURCE_NOT_AVAILABLE appears in JTAPI Gateway Log

|The codec settings on the PG and Voice Gateway do not match.

'''Note: ''' This issue occurs for attempted Nailed connection login, only.

|Change the codec configuration on either the PG or Voice Gateway.

|-
|A licensing error has occurred. Please see your administrator.

|Agent Desktop is running. All of the Agent Desktop software licenses are in use.

| Close the Agent Desktop completely when you are finished using it. Simply logging off can cause the Agent Desktop to continue running.

|}
</td></tr><tr><td> '''Recommended Action''' </td><td>See possible actions listed in the table above.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified Mobile Agent: MA Trace Levels

2009-12-18T19:51:55Z

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== MA Trace Levels ==

<table border="1"><tr><td> '''Problem Summary''' </td><td> There is no separate trace mask for Mobile Agent.

</td></tr><tr><td> '''Error Message''' </td><td> None.

</td></tr><tr><td> '''Possible Cause''' </td><td> See below.

</td></tr><tr><td> '''Recommended Action''' </td><td>Following are the ''Trace levels'' to troubleshoot the Mobile Agent:

JTAPI Gateway (To enable trace for Mobile Agent, the following traces can be enabled as needed.):
* <Procmon customer instance name> <nodename>
* JT_TPREQUESTS /on
* JT_CONNECTION /on
* JT_MEMORY /on
* JT_TERM_EVENT_RTP /on
EAGTPIM:
* The existing tele_drive_OP_ERR bit is turned on using default trace level.
CTIOS, CTISever, OPC:
* '''Condition:''''' The user has configured the mobile agent option within the Unified ICM Agent Desk settings page. However the Agent Desktop softphone application does not display any fields on the login dialog for the agent to log in as a mobile agent.
* '''Problem:''' The CTI OS Server was not set up properly during install or the connection profiles defined in the registry are not defined correctly for Mobile Agents. The ShowFieldBitmask value needs to be defined in the connection profile for the appropriate mobile agent settings. The CTIOS Server connection profiles sent tothe CTI OS client desktop contains the information for ShowFieldBitmask which controls what fields are displayed on the login dialog.
* '''Recommended Action:''' Rerun the CTI OS Server setup program, on the Peripheral dialog screen, select the Mobile Agent option and the appropriate work mode. The registry is automatically updated with the appropriate values when the CTI OSServer setup program is run.''
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified Mobile Agent: Cisco Unified CCE Remote Agent Option

2009-12-18T19:51:45Z

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== Cisco Unified CCE Remote Agent Option ==

<table border="1"><tr><td> '''Problem Summary''' </td><td> How do I find out what Codec is being used?

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>On Cisco 7960 IP Phones, press the information button twice (this is the "?" or the "I" button, depending on the model you are using).

</td></tr><tr><td> '''Recommended Action''' </td><td>This following table lists troubleshooting FAQs and recovery tips.

{| style="background-color:#EEEEEE;" cellpadding="5" cellspacing="0" border="1"

!
|-
|'''Recovery Issue'''

|'''Resolution'''

|-
|Power failure

|When the power is back up, verify that the machine comes back up properly and that the network is available.

For CTI OS, start the CTI desktop and login to the CTI OS server. For Remote Option with IP Phone configuration, the IP Phone needs to contact the TFTP server and register with Unified CM.

'''Note: ''' UPS can mitigate the risk of a power failure at home by keeping the cable modem and agent's PC powered up for a certain duration.

|-
|Internet failure

|If the internet goes down, the connection is lost and the agent goes offline.

For CTI OS, when the internet is back up, the agent must re-connect to the CTI OS server and log back in. For Remote Option with IP Phone configuration, the IP Phone will also be disconnected and needs to be reconnected with Unified CM.

|-
|Reconnection of the phone to the desktop

|Connect the desktop to the IP Phone's second switch port, then connect the IP Phone to the 800 Series Router.

|-
|Agent Desktop reboot

|See Power failure, above.

|-
|Agent Desktop Application restart

|Restart the application and log back into the server. If a call is still in progress, do not change the state to Ready.

|-
|IP Phone registration failure

|Verify that the Internet is available, followed by the network. If yes, check if the TFTP server and Unified CM are online.

|-
|VPN tunnel failure

|If Internet access is available, but the connection to the corporate site is not, verify that the VPN tunnel is not misconfigured / broken. If it is broken, it will have to be reconfigured by the System Administrator.

|}
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified Mobile Agent: Call Mode Unavailable in Agent Desktop Login Dialog

2009-12-18T19:51:35Z

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== Call Mode Unavailable in Agent Desktop Login Dialog ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>The agent is unable to select a call mode on the login dialog. The call mode field is disabledand set to either call by call or nailed connection; there is no option to change it.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>The CTIOS Server was not set up properly during install, or the connection profiles defined inthe registry are not defined correctly for mobile agents.

</td></tr><tr><td> '''Recommended Action''' </td><td>Follow these steps:
* Rerun the CTIOS Server setup program and specify the following on the PeripheralIdentifier screen.
* Select the Enable Mobile Agent checkbox.
* From the Mobile Agent Mode drop-down list, select Agent chooses.
* When the CTIOS Server setup program is run, the registry is automatically updated withthe appropriate values.
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified Mobile Agent: Call By Call Delivery Mode Fails

2009-12-18T19:51:25Z

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== Call By Call Delivery Mode Fails ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Call by call delivery mode fails.

</td></tr><tr><td> '''Error Message''' </td><td> RESOURCE_NOT_AVAILABLE appears in JTAPI Gateway Log

</td></tr><tr><td> '''Possible Cause''' </td><td>The codec settings on the PG and Voice Gateway do not match.

</td></tr><tr><td> '''Recommended Action''' </td><td>Use the CtiPortMediaCapability registry key (...\PG\CurrentVersion\JGWS\Jgw#\JGWData\Config\CtiPortMediaCapability) to change the codec configuration on either the PG or Voice Gateway.

Valid values are: 0 (the default for G.711 support and 1 for G.729 codec support.

'''Note: ''' Voice Gateways participating in Unified MA calls need to have dial-peer to support the correct codec.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Router Process Rejects Logger Configuration Data Load

2009-12-18T19:51:15Z

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== Router Process Rejects Logger Configuration Data Load ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>During initialization, the Router process rejects the configuration data load from logger.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>This occurs because the Logger is busy and does not send a heartbeat to the Router. The Router waits for the heartbeat for 2 minutes (the default interval), doesn't receive a heartbeat, and finally rejects the data.

</td></tr><tr><td> '''Recommended Action''' </td><td>Increase the following registry key value: Router\CurrentVersion\Configuration\Config\LargeTableTimeout

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Recovery Process Assert

2009-12-18T19:51:05Z

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== Recovery Process Assert ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>The Recovery process asserts with the following message

</td></tr><tr><td> '''Error Message''' </td><td>"Fail: Assertion failed: (keytop - keybase) >= 0.0."

</td></tr><tr><td> '''Possible Cause''' </td><td>The recovery process has written a bad ToRecoveryKey value for a historical table in the Recovery control table. It may happen if the system time has been set back on the Router node. It may also happen if the logger and router on one side of the system start when does not see another side is up and running. It therefore creates its own RecoveryKey instead of synchronize with another side.

</td></tr><tr><td> '''Recommended Action''' </td><td> Manually remove the out of sequence ToRecoveryKey in the Recovery table on the HDS database.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Problems Saving AW Configuration Data

2009-12-18T19:50:55Z

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== Problems Saving AW Configuration Data ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Users cannot save configuration data when using the configuration manager tool on ADS1; also, modifications to a user on ADS2 do not transfer to ADS1.

</td></tr><tr><td> '''Error Message''' </td><td></td></tr><tr><td> '''Possible Cause''' </td><td>This was due to the loss of access privileges for the ADS1 distributor service login account. The ems trace logs for Update ADS process on ADS1 showed database login errors.

</td></tr><tr><td> '''Recommended Action''' </td><td>Re-run the ADS1 distributor setup from the install media. This will re-run scripts that gives database access privileges to the distributor service login account.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Logger Setup Fails

2009-12-18T19:50:45Z

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== Logger Setup Fails ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Logger Setup fails with the following message:

</td></tr><tr><td> '''Error Message''' </td><td>Unable to connect to the database.

</td></tr><tr><td> '''Possible Cause''' </td><td>Microsoft SQL Server Client Network Utility and/or Server Network Utility is specified incorrectly.

</td></tr><tr><td> '''Recommended Action''' </td><td>Perform the following steps:

Open "Client Network Utility" from Microsoft SQL Server folder. Open General tab "enabled protocols by order". Make sure TCP/IP does not appear prior to Named Pipe.

Open "Client Network Utility" from Microsoft SQL Server folder. Open "Server alias configurations". Make sure there is not an entry for "." for TCP/IP or Named Pipe or any other protocols.

Open "Server Network Utility" from Microsoft SQL Server folder. Open "Enabled protocols". Make sure there is an entry for "Named Pipes".

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Logger Initialization Fails

2009-12-18T19:50:35Z

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== Logger Initialization Fails ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Logger initialization fails during configuration data synchronization from its partner logger.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>A possible synchronization issue.

</td></tr><tr><td> '''Recommended Action''' </td><td>Perform the following steps:
* Stop the Logger node service.
* Synchronize configuration data using ICMDBA.
* Restart logger node service.
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Logger Initialization Assert

2009-12-18T19:50:25Z

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== Logger Initialization Assert ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>During Logger initialization, the process asserts with the following message:

</td></tr><tr><td> '''Error Message''' </td><td>"Fail: Assertion failed: syncMsg.UpdateKey == g.checksumInfo.updateKey".

</td></tr><tr><td> '''Possible Cause''' </td><td>The Config_Message_Log table in the logger database is empty.

</td></tr><tr><td> '''Recommended Action''' </td><td>Open icm\install\sysinit.sqlfile. Copy the insert statement for Config_Message_Log table and run the same on the logger database.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Logger Exit

2009-12-18T19:50:15Z

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== Logger Exit ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>The logger exits after local time has been stopped for few milliseconds

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>The SQL server is busy. As a result, during that time no heartbeat response is sent to the Router process.

</td></tr><tr><td> '''Recommended Action''' </td><td>Increase the MessageTimeout value under the registry key Logger\CurrentVersion\Configuration\Time\MessageTimeout.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Large Reporting Queries Impacting Performance

2009-12-18T19:50:05Z

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== Large Reporting Queries Impacting Performance ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>System performance is impacted adversely when running a reporting query.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>Reporting queries need to be kept to a reasonable size or system performance will be impacted adversely, particularly for especially large queries such as call detail or ECC tables.

</td></tr><tr><td> '''Recommended Action''' </td><td>Reduce the size of your query, or break your query into multiple queries.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Invalid SQL Login, Cause Not Apparent from Unified ICM Logs

2009-12-18T19:49:55Z

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== Invalid SQL Login, Cause Not Apparent from Unified ICM Logs ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>An error message indicates invalid logon or an inability to connect to SQL, and the Unified ICM logs do not reveal a possible cause.

</td></tr><tr><td> '''Error Message''' </td><td></td></tr><tr><td> '''Possible Cause''' </td><td>This information is generally not included in Unified ICM logs.

</td></tr><tr><td> '''Recommended Action''' </td><td>Examine the Application and System logs from the NT Event Log service, and, if the error looks like a SQL Error, include the SQL Server logs from the time of the event as well.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: ICMDBA Log and Data Percents Differ

2009-12-18T19:49:45Z

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== ICMDBA Log and Data Percents Differ ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>ICMDBA displays different values for the log and data % used between the two sides.

</td></tr><tr><td> '''Error Message''' </td><td> None.

</td></tr><tr><td> '''Possible Cause''' </td><td>The data and log size discrepancy shown between Logger A and Logger B database is normal, for the following reasons:
* The historical data content could differ depending how accuracy will be recovery synchronization between Logger A and Logger B.
* SQL server may manage the data and log pages differently on each system
* The data checkpoint mechanism in effect at a particular time may cause differences.
</td></tr><tr><td> '''Recommended Action''' </td><td>No action required.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Distributor Logger Assert

2009-12-18T19:49:35Z

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== Distributor Logger Assert ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Distributor Logger asserts with the following message:

</td></tr><tr><td> '''Error Message''' </td><td>"Fails:CheckPartitioningIndicator".

</td></tr><tr><td> '''Possible Cause''' </td><td>ICR_Globals table has multiple rows.

</td></tr><tr><td> '''Recommended Action''' </td><td>Reduce the ICR_Globals table to a single row.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: Client HDS Replication Cannot Connect to Server Replication

2009-12-18T19:49:25Z

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== Client HDS Replication Cannot Connect to Server Replication ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>The Client replication process on the HDS will not connect to the Server Replication process on the Logger.

</td></tr><tr><td> '''Error Message''' </td><td>None.
</td></tr><tr><td> '''Possible Cause''' </td><td>The IP addresses of the DNS servers may not be correctly specified on the HDS. As a result, the hostname is not resolving to its IP address on the HDS.

</td></tr><tr><td> '''Recommended Action''' </td><td>Check how the IP address of the DNS servers is specified on the HDS and correct as needed.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Unified ICM and Unified CCE Database Troubleshooting: CICR Replication Cannot Replicate

2009-12-18T19:49:15Z

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== CICR Replication Cannot Replicate ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>CICR Replication cannot replicate

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>The distributor is in different domains, or the NAM version is different from CICM version

</td></tr><tr><td> '''Recommended Action''' </td><td>If the distributor is in different domains, ensure that the CICM AWs are in the same domain as the NAM or establish a mutual trust between the two domains.

If the NAM and CICM versions are different, disable the CICR Replication process under NAM and set the following registry key value to 0:

LoggerA\NodeManager\Processes\crpl\ProcDisabled

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Utilities Missing

2009-12-18T19:49:05Z

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== Utilities Missing ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Certain utilities are missing from the Dashboard menus (e.g., Services screen, Processes screen).

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>You are not a member of the Support Tools privileged user group.

</td></tr><tr><td> '''Recommended Action''' </td><td>Certain utilities are only available for members of the Support Tools privileged user group.Contact your administrator if you believe you should have access to these utilities.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: The Support Tools Server fails to connect to the Node Agent

2009-12-18T19:48:55Z

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== The Support Tools Server fails to connect to the Node Agent ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>When trying to connect to Node Agents, the following message displays: “Attempt to sendcommand to system: 'ARIPG1A' failed. The specified host could not be contacted by the servicetool. System reported: The requested name is valid, but no data of the requested type was found.”

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>

</td></tr><tr><td> '''Recommended Action''' </td><td>
# Ensure that the Server and Agent services are defined and running.
# Check that the communications port defined is the same on the Server and Agent.
# Check that the IPSEC policy is enabled, *AND* that the IPSEC PSKey is the exact sameon the Server and the Node Agent.
# Check that the Support Server is Windows Server 2003 and not Windows XP. You caninstall the Support Tools server on Windows XP with SP2. However, the Support ToolsNode Agent (installed on an Unified ICM node running window 2003) defaults to installingwith IPSec enabled. Yet, since the Support Tools does not support IPSec on Windows XP,the Support Tools server cannot then connect to the agent(s).
The workaround for the non-support of IPsec on Windows XP is to
do either of thefollowing:Install the Support tools on a Windows Server 2003 server.
Disable IPSec on the Support Tools node agents.
# Check that the communication port defined in the registry is the same as is defined in theIPSEC policy.
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Support Tools Installs Disabled

2009-12-18T19:48:45Z

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== Support Tools Installs Disabled ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Support Tools installs but the Support Tools service is disabled.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>This can occur following a re-install of the product, or during bundled installs of the Node ifan IPSec shared key is not specified.

</td></tr><tr><td> '''Recommended Action''' </td><td>Manually start the Cisco Support Tools service and, if desired, set its startup type to Automatic.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Support Tools Fails to Install

2009-12-18T19:48:35Z

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== Support Tools Fails to Install ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Support Tools fails to install.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>The Services are not created and/or do not start.

</td></tr><tr><td> '''Recommended Action''' </td><td>Examine the installation log files for any errors that occurred during the Support Toolsinstallation. Also check for the existence of the Support Tools services.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Login Problems

2009-12-18T19:48:25Z

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== Login Problems ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Can Access Dashboard Login Page but cannot login.

</td></tr><tr><td> '''Error Message''' </td><td>Invalid user name specified.

</td></tr><tr><td> '''Possible Cause''' </td><td>Incorrect or invalid username or password entered.

</td></tr><tr><td> '''Recommended Action''' </td><td>Re-enter username and password as follows:

Network Users:
# Name: <windows_network_domain>\<username>
# Password: <network password>
Local Users:
# Name: <localhost>\<username>
# Password: <local_password>
'''Note: ''' Local users are typically administrators for whom Windows user accounts have been setup on the Support Tools Server machine. This allows them to access the Dashboard in scenarioswhen normal network authentication is unavailable.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Installation Problems

2009-12-18T19:48:15Z

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== Installation Problems ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Install of Support Tools hangs.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>During installation, the installer tries to close the "Computer Management" window because itcontains a list of the running services that have to be updated. If there is an open/active dialogbox anywhere from that application, the ST install will not be able to close it and the install willjust wait (and appear to be stuck or frozen).

</td></tr><tr><td> '''Recommended Action''' </td><td>Close the open dialog box. The Computer Management window will close, and the ST installwill continue.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Error When Selecting Host

2009-12-18T19:48:05Z

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== Error When Selecting Host ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Error returned when attempting to select a specific host as the current system.

</td></tr><tr><td> '''Error Message''' </td><td>Multiple.

</td></tr><tr><td> '''Possible Cause''' </td><td>Possible Causes:
* The machine, or LAN connection to that machine, is down
* Machine is identified incorrectly in Support Tools System List
* Support Tools Node not installed on that machine
* Support Tools Node Agent Service stopped on that machine

</td></tr><tr><td> '''Recommended Action''' </td><td>Possible Workarounds:
# Confirm that the machine is running and that LAN connectivity is available.
# Confirm that the computer name for that machine as defined in the Support Tools SystemList (displayed on the Dashboard's System Management screen) is correct.
# Confirm with your administrator that the Support Tools Node is installed on that machine.
# Confirm with your administrator that the Support Tools Node Agent Service is started onthat machine.
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Error Processing Request

2009-12-18T19:47:55Z

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== Error Processing Request ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Error Processing Request message returned when attempting to run a utility.

</td></tr><tr><td> '''Error Message''' </td><td>Error Processing Request.

</td></tr><tr><td> '''Possible Cause''' </td><td>Possible Causes:
* That utility is not installed on the current system
* Appserver service not stated on the Support Tools Server
</td></tr><tr><td> '''Recommended Action''' </td><td>Possible Workarounds:
* Some utilities are only available for use on specific Unified ICM components. Consult theonline Help for that utility to determine if its use is limited to specific components.
* Confirm with your administrator that the Support Tools Appserver service is started on theSupport Tools Server machine.
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Dashboard Will Not Load

2009-12-18T19:47:45Z

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== Dashboard Will Not Load ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Dashboard will not load even though correct URL is provided.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>Security settings in browser prevent javascript from running.

</td></tr><tr><td> '''Recommended Action''' </td><td>Ensure that your browser's security settings (including Internet security settings) allow javascriptto run.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Dashboard Online Help Does Not Display

2009-12-18T19:47:35Z

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== Dashboard Online Help Does Not Display ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Dashboard online help does not display when selected.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>Popup blockers enabled on client machine.

</td></tr><tr><td> '''Recommended Action''' </td><td>Disable popup blocking.

</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Support Tools Troubleshooting: Connection Problems

2009-12-18T19:47:25Z

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== Connection Problems ==

<table border="1"><tr><td> '''Problem Summary''' </td><td>Unable to access Support Tools Login page AND Browser returns a Page Not Found (404)error.

</td></tr><tr><td> '''Error Message''' </td><td>None.

</td></tr><tr><td> '''Possible Cause''' </td><td>Possible Causes:
* Incorrect URL entered
* Incorrect port entered in URL
* Tomcat Web server not started on Support Tools server
* Support Tools Server or LAN connectivity down
</td></tr><tr><td> '''Recommended Action''' </td><td>Possible Workarounds:
# Re-type URL: http://<hostname>:8188/uiroot.
# By default, Cisco CCBU Support Tools HTTP Server (Tomcat) bundled with SupportTools uses ports 8188 (HTTP). Confirm with your administrator that this default has notbeen modified.
# Confirm with your administrator that the Cisco CCBU Support Tools HTTP Server(Tomcat) is started and running properly on the Support Tools server.
# Confirm with your administrator that the Support Tools server machine is up and runningproperly, and that LAN connectivity exists.
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS #''' </td><td> None. </td></tr></table>

[[Category:Unified ICM/CCE & Hosted, Release 7.5]]