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Troubleshooting Guide for Cisco Unified Communications Manager

1. EXCEPTION com cisco jtapi PlatformExceptionImpl1 Unable to create provider bad login or password Recommended Action Verify that the user name and password are correct Try logging into the Unified CM User window http servername ccmuser on the Unified CM to ensure that the Unified CM cannot authenticate correctly Unable to create provider Connection refused Possible Cause The Cisco Unified Communications Manager refused the JTAPI connection to the Cisco Unified Communications Manager Full Text of Error Message SMIVR SS_TEL 4 ModuleRunTimeFailure Real timefailure in JTAPI subsystem Module JTAPI Subsystem Failure Cause 7 Failure Module JTAPI_ PROVIDER_INIT Exception com cisco jtapi PlatformExceptionImpl Unable to create provider Connection refused SMIVR SS_TEL 7 EXCEPTION com cisco jtapi PlatformExceptionImp1 Unable to create provider Connection refused Recommended Action Verify that the CTI Manager service is running in the Cisco Unified Serviceability Control Center Unable to create provider login Possible Cause Nothing has been configured in the JTAPI configuration window Full Text of Error Message SMIVR SS_TEL 4 ModuleRunTimeFailure Real timefailure in JTAPI subsystem Module JTAPI Subsystem Failure Cause 7 Failure Module JTAPI_ PROVIDER INIT Exception com cisco jtapi PlatformExceptionImp1 Unable to create provider l
2. Migue 12 O4e03s57 20s Sse cid 18 st 1 oldst 0 cfid 1 csize 0 in 0 fDest 0 cid2 17 st2 1 oldst2 0 Mena 12 OA 803857 20l ssellicineims C e Sic ollelsie il ey C7 Mar 12 O4s0se57 2018 Sess appl Gy 7aCC mY CALL JNU Gael LS Crs AMen 12 O4e0S3S57 52018 ssa cid 18 st 1 oldst 1 cfid 1 csize 0 in 0 fDest 0 cid2 17 st2 1 oldst2 0 Mar 12 04 03 57 201 ssaFlushPeerTagQueue cid 17 peer list empty Wiene 12 04203757201 CecevlLivMiksec CetLIIUDSWsclil jeer aE S EO Mar 12 04 03 57 201 ccConferenceCreate confID 0x617A8808 callID1 0x1l1 callID2 0x12 tag 0x0 Marae 0420397 ONe Ce aoi oriee Cone eons Osa masa cish Ox lt Gulke COMO srcCallID 0x11 dstCallID 0x12 disposition 0 tag 0x0 value OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Case Study Troubleshooting Cisco Unified IP Phone to Cisco IOS Gateway Calls E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Debug Messages and Show Commands on the Cisco 10S Gateway H323 UserInformation SMa 12 OA 03257 OE Mena MA Oaa Oae So AOs M2 Smuul Mare 12 OAO SS ZOA wiMawe 12 04032573201 h323 message body alerting ME 12 O4803657 201s wMeaie 12 O4 c038 57 2011 3 OurOCOCCIICMmciiEer 0 0 8 2250 0 2 i Meus 12 O4S03957 2058 destinationiInfo Mere 12 O4s038 57 2055 Mar OASOSs S74 2058 mc FALSE Mate 12 O4s038 57
3. L72516 705229 1 16302451031 CCNI NOCAT il Wreinicikels I MyeinciCilescye 3 Mnaioie ILinsr 8 Cisco CallManager Version lt 3 1 1 gt started Self Starting Processes After Cisco Unified Communications Manager is up and running it starts several other processes within itself Some of these processes follow including MulticastPoint Manager UnicastBridge Manager digit analysis and route list You will find that the messages that are described during these processes are very useful when you are troubleshooting a problem that is related to the features in Cisco Unified Communications Manager For example assume that the route lists are not functioning and are unusable To troubleshoot this problem you would monitor these traces to determine whether the Cisco Unified Communications Manager started OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Case Study Troubleshooting Cisco Unified IP Phone Calls a Self Starting Processes RoutePlanManager and if it is trying to load the RouteLists The following sample configuration shows that RouteListName ipwan and RouteGroupName ipwan are loading and starting 16 02 51 031 CCM MulicastPointManager Started16 02 51 031 CCM UnicastBridgeManager Started 16 02 51 031 CCM MediaTerminationPointManager Started 16 02 51 125 CCM MediaCoordinator 1l started 162302351125 CCNINOCETElE 1 EventId
4. LOOV 1O Sis2OO07 LO 3i TAsS33s40 hecal 7 Deuce 172 19240 221 COMMUNES OUoILLG CileSidoresse il 3 6 o4 le 9 Ns 25052 enterprise mib name ccmPhoneFailed uptime 7988879 agent ip 1238 107 143 68 version Ver2 ccemAlarmSeverity error ccmPhoneFailures 1 Register a 7960 phone as a 7940 phone in the Cisco UCM and cause the db issue that generates the phone fail trap e MediaResourceListExhausted trap e Create a Media Resource Group MRG and have it contain one of the standard ConferenceBridge resources CFB 2 e Create a Media Resource Group List MRGL and have it contain the MRG just created e In the Phone Configuration window for real phones set MRGL as the phone Media Resource Group List Stop the IPVMS which makes the ConferenceBridge resource CFB 2 stop working e Make conference calls with phones by using the media list you will see No Conference Bridge available on the phone screen e Check whether a MediaListExhausted alarm alert trap gets generated e RouteListExhausted trap e Create a Route Group RG and have it contain one gateway e Create a Route Group List RGL and have it contain the RG just created e Create a Route Pattern 9 XXXX that reroutes a 9XXXX call through the RGL e Unregister the gateway e Dial 9XXXX on one of the phones e Check whether a RouteListExhausted alarm alert trap gets generated e MaliciousCallFailed trap e Create a softkey template In the template add all avai
5. This section addresses phone issues Related Topics Phone Resets on page 73 Dropped Calls on page 73 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Device Issues Phone Resets Phone Resets Phones Not Registering on page 74 Symptom Phone resets Possible Cause Phones will power cycle or reset for two reasons TCP failure while connecting to Cisco Unified Communications Manager e Failure to receive an acknowledgment to the phone KeepAlive messages Recommended Action 1 Check the phones and gateways to ensure that you are using the latest software loads 2 Check www cisco com for the latest software loads new patches or release notes that may relate to the problem 3 Check the Syslog Viewer in the Cisco Cisco Unified Real Time Monitoring Tool for instances of phone s resetting Phone resets represent Information events 4 Look for any errors that may have occurred around the time that the phone s reset 5 Start an SDI trace and try to isolate the problem by identifying any common characteristics in the phones that are resetting For example check whether they are all located on the same subnet same VLAN and so on Look at the trace and determine Whether the resets occur during a call or happen intermittently Whether any similarities of phone model exist 6 Start a Sniffer trace on a phone that frequently resets After the phone has reset look at
6. e 3269 When SSL is required If you enter this port number make sure that you check the Use SSL check box p Tip Your configuration may require that you enter a different port number than the options that are listed in the preceding bullets Before you configure the LDAP Port field contact the administrator of your directory server to determine the correct port number to enter Issues with LDAP Over SSL This section describes a common issue when you use LDAP over SSL Symptom LDAP over SSL does not work Possible Cause In most cases problems with LDAP over SSL involve invalid wrong or incomplete certificates chains on the Cisco Unified Communications Manager server Explanation In some cases you may use multiple certificates for SSL In most cases uploading the AD root certificate as a directory trust is the only certificate that you need to make LDAP over SSL work However if a different directory trust certificate is uploaded that is one other than a root certificate that other certificate must be verified to a higher level certificate such as a root certificate In this case a certificate chain is created because more than one extra certificate is involved For example you may have the following certificates in your certificate chain e Root Certificate The top level CA certificate in the trust chain which will have similar issuer and the subject name e Intermediate Certificate The CA certificat
7. Because you cannot use swap memory at all on lightly used servers HR Virtual Memory may return 0 To validate HR VM is returning correctly you need to compare the value against RTMT Memory Used Swap KBytes RTMT and HR use the term Virtual memory differently The hrStorageUsed for physical memory shows the data in terms of used buffers cache The hrStorageUsed for physical memory shows the data in terms of used that is buffers cache The shared memory information that is exposed by the HOST RESOURCES MBB is hrStorageDescr 10 STRING dev shm The virtual memory that gets reported by HOST RESOURCES MIB comprises what is considered as swap memory by RTMT For HOST RESOURCES MIB the following formula gets used e Physical memory usage Physical RAM hrStorageUsed dev shm hrStorageUsed Physical RAM hrStorageSize e VM used Physical RAM hrStorageUsed dev shm hrStorageUsed Virtual Memory hrStorageUsed Physical RAM hrStorageSize Virtual Memory hrStorageSize E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting Frequently Asked Questions Why do the disk space values shown by RTMT and the HOST RESOURCES MIB differ In general the df size will not match the used and available disk space data shown This occurs because of minfree percentage of reserved filesystem disk blocks The minfree value for a Cisco Unified
8. Centralized audit logging ensures that configuration changes to the Cisco Unified Communications Manager system gets logged in separate log files for auditing An audit event represents any event that is required to be logged The following Cisco Unified Communications Manager components generate audit events e Cisco Unified Communications Manager Administration e Cisco Unified Serviceability e Cisco Unified Communications Manager CDR Analysis and Reporting e Cisco Unified Real Time Monitoring Tool e Cisco Unified Communications Operating System e Disaster Recovery System e Database e Command Line Interface e Remote Support Account Enabled CLI commands issued by technical supports teams In Cisco Business Edition 5000 the following Cisco Unity Connection components also generate audit events e Cisco Unity Connection Administration e Cisco Personal Communications Assistant Cisco PCA e Cisco Unity Connection Serviceability e Cisco Unity Connection clients that use the Representational State Transfer REST APIs The following example displays a sample audit event CCM_TOMCAT GENERIC 3 AuditEventGenerated Audit Event Generated UserID CCMAdministrator Client IP Address 172 19 240 207 Severity 3 EventType ServiceStatusUpdated ResourceAccessed CCMService EventStatus Successful Description Call Manager Service status is stopped App ID Cisco Tomcat Cluster ID StandAloneCluster Node ID sa cml1 3 Aud
9. Magee AM 04203397 6333 CE apl ceps Ime dstavdbBiEs Ox lt Gull BE OG Ay dstCallid 0x1l2 sreCallid 0xlil caps codec 0xl fax rate 0x2 vad 0x2 modem 0x1 codec_bytes 160 signal _type 0 The following debug output shows that both parties negotiated correctly and agreed on G 711 codec with 160 bytes of data eM trai OAS OSes Ne CG api caps eck Stal Rings Oso SEO Ar Gise alee cl 0 xsRZF SreCealLTo 0xili eas i COcdee lxely mena xepiadies O77 mania Ona modem 0x1 codec_bytes 160 signal _type 0 SMe I2 OAT 0S SECO S aC Cc Caps Ime ds BVGb Pina Oso EEO GAT dsit allTd 0xil2 sreCallid 0xll caps codec 0xl fax _rate 0x2 vad 0x2 modem 0x codec _bytes 160 signal type 0 sWe EZ OAT 0 Scot PCO SianC Cc OC Ap Smack ds VG Pimic Os lt orle EE OGAT elsicCenulilic Ord 2 SuicCeililiic Oxil Ceps cockce Oxdl meb lt iceleSa0e lt 2 welclk O2 lt Z modem 0x1l codec_bytes 160 signal _type 0 Mew 12 O4e03857 0575 CC aL Caos cick csicVcloPcr Oxoloacln a4 dstCallid O0xll sreCallId 0xl2 caps codec 0xl fax rate 0x2 vad 0x2 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone to Cisco 10S Gateway Calls Cisco 10S Gateway with T1 PRI Interface i modem 0x1 codec_bytes 160 signal _type 0 Meur 12 04203757 6357 CE apl ceps ack csieVidl Pita OsaGlkG COM SAF dstCalliTd 0xll sreCallid 0xl2 caps codec 0xl fax _rate 0xzZ vad 0x2
10. The following events get logged for Cisco Unified Serviceability Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools Audit Logging e Activation deactivation start or stop of a service from any Serviceability window e Changes in trace configurations and alarm configurations e Changes in SNMP configurations e Changes in CDR Management e Review of any report in the Serviceability Reports Archive View this log on the reporter node RTMT logs the following events with an audit event alarm e Alert configuration e Alert suspension e E mail configuration e Set node alert status e Alert addition e Add alert action e Clear alert Enable alert e Remove alert action e Remove alert The following events get logged for Cisco Unified Communications Manager CDR Analysis and Reporting e Scheduling the CDR Loader e Scheduling the daily weekly and monthly user reports system reports and device reports e Mail parameters configurations e Dial plan configurations e Gateway configurations e System preferences configurations e Autopurge configurations e Rating engine configurations for duration time of day and voice quality e QoS configurations e Automatic generation alert of pregenerated reports configurations e Notification limits configurations The following events gets logged for Disaster Recovery System e Backup initiated suc
11. e Remote SupportAccEnabled log Application Log The application audit log which displays in the AuditApp folder in RTMT provides configuration changes for Cisco Unified Communications Manager Administration Cisco Unified Serviceability the CLI Cisco Unified Real Time Monitoring Tool RTMT Disaster Recovery System and Cisco Unified CDR Analysis and Reporting CAR For Cisco Business Edition 5000 the application audit log also logs changes for Cisco Unity Connection Administration Cisco Personal Communications Assistant Cisco PCA Cisco Unity Connection Serviceability and clients that use the Representational State Transfer REST APIs Although the Application Log stays enabled by default you can configure it in Cisco Unified Serviceability by choosing Tools gt Audit Log Configuration For a description of the settings that you can configure for audit log configuration refer to the Cisco Unified Serviceability Administration Guide If the audit logs get disabled in Cisco Unified Serviceability no new audit log files get created Tip Only a user with an audit role has permission to change the Audit Log settings By default the CCMAdministrator has the audit role after fresh installs and upgrades The CCMAdministrator can assign the standard audit users group to a new user that the CCMAdministrator specifically creates for audit purposes The CCMAdministrator can then be removed from the audit user group The standard au
12. http www cisco com en US products sw voicesw ps556 products_documentation_roadmaps_list html For documentation that relates to Cisco Unity refer to the following URL http www cisco com en US products sw voicesw ps2237 tsd_products_support_series_home html Conventions This document uses the following conventions Convention Description boldface font Commands and keywords are in boldface italic font Arguments for which you supply values are in italics Elements in square brackets are optional xly z Alternative keywords are grouped in braces and separated by vertical bars xly z Optional alternative keywords are grouped in brackets and separated by vertical bars string A nonquoted set of characters Do not use quotation marks around the string or the string will include the quotation marks screen font Terminal sessions and information the system displays are in screen font boldface screen font Information you must enter is in boldface screen font italic screen font Arguments for which you supply values are in italic screen font lt gt Nonprinting characters such as passwords are in angle brackets Notes use the following conventions Note Means reader take note Notes contain helpful suggestions or references to material not covered in the publication Timesavers use the following conventions Troubleshooting Guide for Cisco Unified Communications
13. 07 25 2008 15 05 37 roor rneartall 6 1 2 990l 11l7 Suceass 07 25 2003 15505538 zoor BOOL 6 1 2 9901 1l Stace 07 30 2005 10 08556 roars Upgrade 6 1 2 9901 126 Start 07 30 2008 10346831L zoot Upgrade 6e l2 9901 126 Success 07 30 2008 10 46 43 root Switch Version 6 1 2 9901 117 to 6 1 2 9901 126 Siecle 07 30 2008 10 48 39 root Switch Version 6 1 2 9901 117 to 6 1 2 9901 126 Success 07 30 2008 10 48 39 root Restart 6 1 2 9901 126 Start 07 30 2008 LOSSilse2y oors BOOL 6 11 2 9901 126 Start 08 01 2008 16 29 31 root Restart 6 1 2 9901 126 Start 08 01 2009 16332391 iooes BOGE 6 1 2 9901 126 Start Accessing the System History Log You can use either the CLI or RTMT to access the system history log Using the CLI You can access the system history log by using the CLI file command for example e file view install system history log e file get install system history log For more information on the CLI file commands see the Command Line Interface Reference Guide for Cisco Unified Solutions Using RTMT You can also access the system history log by using RTMT From the Trace and Log Central tab choose Collect Install Logs For more information about using RTMT refer to the Cisco Unified Real Time Monitoring Tool Administration Guide E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools Audit Logging Audit Logging
14. 15 20 21 953 CCM StationD stationOutputOpenReceiveChannel tcpHandle 0x5138d98 myIP e74610ac 172 16 70 231 The following trace shows the compression type that is used for this call G 711 mu law 15 20 21 953 CCM StationD ConferenceID 0 msecPacketSize 20 compressionType 4 Media_Payload_G711Ulaw64k After the H 225 alert message get sent H 323 initializes H 245 The following trace shows the calling and called party information and the H 245 messages The TCP handle value remains the same as before which indicates that this is the continuation of the same call ONE FOR EACH Channel 16 53 36 855 CCM H245Interface 3 paths established mo GNIS oKs0 pore TSOA bik 100 105 1 INS ASI B BLAS n INO 7 5 LAYS AON FOR EACH Channel 16 53 37 199 CCM H245Interface 3 OLC outgoing confirm ij E7070 port 49252 lt 17 100 123 9e lt re ssi To L355 ils H323 EP has answered the call and H245 channel setup in progress IGS 15 479 CCM e aMesisagcuS ala25COnnecEMS Gm aE EOL OCol BH22 5 PEOEOCOns LGSOSSZ5 359 CCM StarigaD i s WerPacl 1 100 117 1 Callino callingPartyName callingParty 13001 cgpnVoiceMailbox calledPartyName calledParty 11002 cdpnVoiceMailbox originalCalledPartyName originalCalledParty 11002 originalCdpnVoiceMailbox originalCdpnRedirectReason 0 lastRedirectingPartyName lastRedirectingParty 11002 lastRedirectingVoiceMailbox lastRedirectingReason 0 callType 2 Out
15. 9 then 10 utils dbreplication reset all Resetting Database Replication When You Are Reverting to an Older Product Release If you revert the servers in a cluster to run an older product release you must manually reset database replication within the cluster To reset database replication after you revert all the cluster servers to the older product release enter the CLI command utils dbreplication reset all on the publisher server When you switch versions by using Cisco Unified Communications Operating System Administration or the CLI you get a message reminding you about the requirement to reset database replication if you are reverting to an older product release utils dbreplication clusterreset This command resets database replication on an entire cluster Command Syntax utils dbreplication clusterreset E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues LDAP Authentication Fails Usage Guidelines Before you run this command run the command utils dbreplication stop first on all subscribers servers and then on the publisher server Requirements Command privilege level 0 Allowed during upgrade Yes utils dbreplication dropadmindb This command drops the Informix syscdr database on any server in the cluster Command Syntax utils dbreplication dropadmindb Usage Guidelines You should run this comm
16. CalledPartyName 1000 CalledParty 1000 tcpHandle 0x4fbbc30 In the next trace Cisco Unified Communications Manager provides an alerting or ringing tone to the calling party Cisco Unified IP Phone and provides notification that the connection has been established 16 05 43 578 CCM StationD stationOutputStartTone 36 AlertingTone tcpHandle 0x4fbbc3016 05 43 578 CCM StationD stationOutputCallState tcpHandle 0x4fbbc30 16 05 43 578 CCM StationD stationOutputSelectSoftKeys tcpHandle 0x4fbbc30 16 05 43 578 CCM StationD stationOutputDisplayPromptStatus tcpHandle 0x4fbbc30 At this point the called party Cisco Unified IP Phone goes off hook therefore Cisco Unified Communications Manager stops generating the ringer tone to calling party 16 05 45 140 CCM StationD stationOutputStopTone tcpHandle 0x4fbbc30 In the following messages Cisco Unified Communications Manager causes the Skinny Station to begin receiving a Unicast RTP stream To do so Cisco Unified Communications Manager provides the IP address of the called party as well as codec information and packet size in msec milliseconds PacketSize designates an integer that contains the sampling time in milliseconds that is used to create the RTP packets Note This value normally gets set to 30 msec In this case it gets set to 20 msec OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone Calls Cisco Unified Communications Manager Intracluster C
17. Cisco Unified Communications Manager System Issues A You Are Not Authorized to View Possible Cause If the IP address of the first Cisco Unified Communications Manager node gets changed while a subsequent node is offline you may not be able to log in to Cisco Unified Communications Manager Administration on the subsequent node Recommended Action If this occurs follow the procedure for changing the IP address on a subsequent Cisco Unified Communications Manager node in the document Changing the IP Address and Host Name for Cisco Unified Communications Manager You Are Not Authorized to View Symptom When you access Cisco Unified Communications Manager Administration one of the following messages displays e You Are Not Authorized to View This Page e You do not have permission to view this directory or page using the credentials you supplied e Server Application Error The server has encountered an error while loading an application during the processing of your request Please refer to the event log for more detailed information Please contact the server administrator for assistance e Error Access is Denied Possible Cause Unknown Recommended Action Contact TAC for further assistance Problems Displaying or Adding Users with Cisco Unified Communications Manager Symptom You cannot add a user or conduct a search in Cisco Unified Communications Manager Administration Possible Cause You may encounter
18. Rollover MEOUT gt GWState wemic CONINICW INGO S Cesare SrchActive CM 10 123 932 gt CPState Backup CCM Another possible registration problem could be that the load information is incorrect or the load file is corrupt The problem could also occur if the TFTP server is not working In this case tracy shows that the TFTP server reported that the file is not found 00 00 07 390 GMSG CCM 0 CPEvent REGISTER R SentRegister00 00 08 010 GMSG TFTP Request for application load A0021300 00 00 08 010 GMSG CCM 0 CPEvent LOADID gt 00 00 08 010 GMSG EO gt CPState k TETP Error CPState AppLoadRequest File Not Found 00 00 08 010 GMSG CCM 0 CPEvent LOAD UPDATE gt CPState LoadResponse In this case the gateway requests application load A0021300 although the correct load name would be A0020300 For a Catalyst 6000 gateway the same problem can occur when a new application load needs to get its corresponding DSP load as well If the new DSP load is not found a similar message will display OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Device Issues Gatekeeper Issues miv S gt 00200300020 XA MAG Addr 00 10 78 00 13 DE 00200 005050 NMPTask got message from XA Task 00 00 00 050 NMP Open TCP Connection ip 7 010101 00 00 00 050 NMPTask Send Module Slot Info 00 00 00 060 NMPTask get DIA
19. The Partition determines allowable calls to a device or route list 5 Identify to which Partition of the device the call should or should not go 6 Identify which number is being dialed Keep track of if and when the user is getting a secondary dial tone Also keep track of what they receive after all the digits have been entered reorder fast busy Does the user get the progress tones before expecting to receive anything Make sure that callers wait at least 10 seconds after entering the last digit because they may have to wait for the interdigit timer to expire 7 Generate a Route Plan Report in Cisco Unified Communications Manager Administration and use it to examine all the route patterns for the partitions that are in the Calling Search Space for the problem call 8 If necessary add or modify the Route Patterns or Route Filters 9 If you can find the Route Pattern to which the call is being sent keep track of the Route List or Gateway to which the pattern points 10 If it is a Route List check which Route Groups are part of the list and which gateway s is part of the Route Groups 11 Verify that the applicable devices are registered with Cisco Unified Communications Manager 12 If a gateway has no access to Cisco Unified Communications Manager use the show tech command to capture and verify this information 13 Pay attention to the sign This macro can expand to include many different things It gets often used in combinati
20. which you manipulate only one variable 5 Implement the action plan perform each step carefully while testing to see whether the symptom disappears 6 Analyze the results to determine whether the problem has been resolved If the problem was resolved consider the process complete 7 Ifthe problem has not been resolved create an action plan based on the next most probable cause on your list Return to 4 on page 2 and repeat the process until the problem is solved Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Overview Network Failure Preparation i Make sure that you undo anything that you changed while implementing your action plan Remember that you want to change only one variable at a time amp Note If you exhaust all the common causes and actions either those outlined in this document or others that you have identified in your environment contact Cisco TAC Network Failure Preparation You can always recover more easily from a network failure if you are prepared ahead of time To determine if you are prepared for a network failure answer the following questions Do you have an accurate physical and logical map of your internetwork that outlines the physical location of all of the devices on the network and how they are connected as well as a logical map of network addresses network numbers and subnetworks e Do you have a list of all ne
21. 0 1 E Troubleshooting Tools System History Log e Any other number that is involved in the specific scenario Time of the call XY Note Remember that time synchronization of all equipment is important for troubleshooting If you are reproducing a problem make sure to choose the file for the timeframe by looking at the modification date and the time stamps in the file The best way to collect the right trace means that you reproduce a problem and then quickly locate the most recent file and copy it from the Cisco Unified Communications Manager server Z Save the log files to prevent them from being overwritten Files will get overwritten after some time The only way to know which file is being logged to is to choose View gt Refresh on the menu bar and look at the dates and times on the files System History Log This system history log provides a central location for getting a quick overview of the initial system install system upgrades Cisco option installations and DRS backups and DRS restores as well as switch version and reboot history Related Topics System History Log Overview on page 20 System History Log Fields on page 21 Accessing the System History Log on page 22 System History Log Overview The system history log exists as a simple ASCII file system history log and the data does not get maintained in the database Because it does not get excessively large the system history file d
22. 00 01 36 300 GMSG GWEvent DISCONNECT gt GWState Rollover 00 01 46 870 GMSG CCM 0 CPEvent CLOSED gt CPState NoTCPSocket 00 01 51 300 GMSG GWEvent TIMEOUT gt GWState SrchActive 000151500 CMSC CCN Chayenne aC ONNE Clint Om gt CPStats AttemptingSocket 0001 511 500 CMSG Accemocing TEE socker wiecao CM 10 123 9 2 00301251500 CEMGGES COPO CPEvent SOCKEL ACK gt CPerats backo CCM 000l 5il S00 EMSC Chayenne SOCKIN ACK gt CNState RSGACELVE O00151 300 CMSGS CCNFO CPavent ann Gil SRNR Ol CPSrEarte SentRegister 00 01 51 890 GMSG Unified CM 0 CPEvent LOADID gt CPState LoadResponse The difference here is that the gateway gets stuck in the LoadResponse stage and eventually times out You can resolve this problem by correcting the load file name in the Device Defaults area of Cisco Unified Communications Manager Administration Gatekeeper Issues Before starting any gatekeeper troubleshooting verify that IP connectivity exists within the network Assuming that IP connectivity exists proceed to troubleshoot your gatekeeper calls Related Topics Admission Rejects on page 81 Registration Rejects on page 81 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Device Issues Admission Rejects Admission Rejects Symptom The system issues Admission Rejects ARJ when Cisco Unified Communications Manager has registered with the gatekeep
23. 10S L 2ilss lt 1ies a L2G Or sila2 233 gt The following message shows that an on hook message from the Cisco Unified IP Phone 1001 is being received As soon as an on hook message is received the H 225 and Skinny Station device disconnection messages get sent and the entire H 225 message displays This final message indicates that the call terminated 15 20 27 296 CCM StationInit InboundStim OnHookMessageID tcpHandle 0x5138d9815 20 27 296 CCM ConnectionManager wait AuDisconnectRequest 16777247 16777248 STOP SESSION 15 20 27 296 CCM MediaManager wait AuDisconnectRequest StopSession sending disconnect to 64 5 and remove connection from list 15 20 27 296 CCM Device SEP003094C26105 UnRegisters with SDL Link to monitor NodeID 1 15 20 27 296 CCM StationD stationOutputCloseReceiveChannel tcpHandle 0x5138d98 myIP e74610ac 172 16 70 231 15 20 27 296 CCM StationD stationOutputStopMediaTransmission tcpHandle 0x5138d98 myIP e74610ac 172 16 70 231 15 20 28 328 CCM In Message H225ReleaseCompleteMsg Protocol H225Protocol 16 03 33 344 CCM StationInit InboundStim StationOnHookMessageID Msg Size received defined 4 12 lt CT 1 100 105 1 219 gt lt IP 128 107 142 233 gt GOSS rs Ole CeMil ConmeceronManadc ams wait _AuDisconnectRequest 16777217 16777218 STOP SiIHSS ION SCs gil 1OO OS 1 2Los lt rie s 31294101 14aZ o 130353535399 CCM Sievesoimb 2 2 TCPPid 1 100 117 2 CloseReceiveChannel
24. 1543 EventClass 2 EventiInfo Database manager started 16 02 51 234 CCM Nodeld 1 EventId 1542 EventClass 2 EventiInfo Link manager started 16 02 51 390 CCM Nodeld 1 EventId 1541 EventClass 2 EventiInfo Digit analysis started 16 02 51 406 CCM RoutePlanManage 16 02 51 562 CCM RoutePlanManage 16 02 51 671 CCM RoutePlanManager finished loading RouteGroups 16 02 51 671 CCM RoutePlanManager Displaying Resulting RoutePlan 16 02 51 671 CCM RoutePlanServer RouteList Info by RouteList and RouteGroup Selection Order 16 02 51 671 CCM RouteList RouteListName ipwan 16 02 51 671 CCM RouteList RouteGroupName ipwan 16 02 51 671 CCM RoutePlanServer RouteGroup Info by RouteGroup and Device Selection Order 16 02 51 671 CCM RouteGroup RouteGroupName ipwan Started loading RouteLists finished loading RouteLists LR teas Sat Roam The following trace shows the RouteGroup that is adding the device 172 16 70 245 which is Unified CM3 that is located in Cluster 1 and is considered an H 323 device In this case the RouteGroup gets created to route calls to Unified CM3 in Cluster 1 with Cisco IOS Gatekeeper permission If a problem occurs while the call is being routed to a Cisco Unified IP Phone that is located in Cluster 1 the following messages would help you find the cause of the problem 16 02 51 671 CCM RouteGroup DeviceName 172 16 70 245716 02 51 671 CCM Rout
25. 380 CRG 00500 05 300 CRG 00 00 05 610 GMSG 00 00 05 610 GMSG AttemptingSocket 00 00 05 610 GMSG 00 00 05 610 GMSG CM 00 00 05 610 00 00 05 610 SentRegister 00 00 05 680 00300 1055 680 00 00 20 600 00 00 20 600 AttemptingSocket 00 00 20 600 GMSG GMSG GMSG GMSG GMSG GMSG GMSG 00 00 20 600 GMSG DHCP Request or Discovery PROG DICERES Er rVer RESPONS Requesting DNS Resolution of CiscoCM1 DNS Error on Resolving TFT TEFTP Server IP Set by DHCP Sent DHCPState ssed DHCPState BOUND P Server Name Oociona 150 10 125 3952 Requesting SAA00107B0013DE TEARS Mie ieOie 8 cnf File From TFTP Server cean S Nor Townell Requesting SAADefault cnf File From TFTP Server cnf File Received and Par Updating Configuration ROM GWEvent CFG DONE gt GWState sed Successfully SrchActive CCM 0 CPEvent CONNECT REQ gt CPState Attempting TCP socket with GWEven CM 1O L23392 CCM 0 CPEvent SOCKET ACK gt CPState BackupUnified SOCK ENAC a aiGWi Sie eC MRA CIENTS ll o CCM 0 CP Wemic EREC ESEERER EO gt CPState CCM 0 CP GWEvent GWEvent CCM 0 CP ng CLIOSHD gt SCONNECT I amp WAS DI ARAF ll Attempting TCP socket with CCM 0 CPEvent SOCKET ACK CPState NoTCPSocket gt GWState
26. 6 After you create the CTL file on all the servers delete the CTL file from the phone For information on deleting a CTL file see Cisco Unified Communications Manager Security Guide E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Troubleshooting CAPF 7 Reboot all the servers in the cluster Troubleshooting CAPF This section contains information about troubleshooting CAPF Related Topics Troubleshooting the Authentication String on the Phone on page 53 Troubleshooting If the Locally Significant Certificate Validation Fails on page 53 Verifying That the CAPF Certificate Is Installed on All Servers in the Cluster on page 53 Verifying That a Locally Significant Certificate Exists on the Phone on page 54 Verifying That a Manufacture Installed Certificate MIC Exists in the Phone on page 54 CAPF Error Codes on page 55 Troubleshooting the Authentication String on the Phone P Tip If you incorrectly enter the authentication string on the phone a message displays on the phone Enter the correct authentication string on the phone Verify that the phone is registered to the Cisco Unified Communications Manager If the phone is not registered to the Cisco Unified Communications Manager you cannot enter the authentication string on the phone Verify that the device security mode for the phone equals nonsecure V
27. After 30 Seconds 97 Cisco Unity System Does Not Roll Over Receive Busy Tone 98 Calls That Are Forwarded to Voice Messaging System Get Treated as a Direct Call to Cisco Unity System 98 Administrator Account Is Not Associated with Cisco Unity Subscriber 99 CHAPTER 8 Troubleshooting Features and Services 101 Troubleshooting Barge 101 Troubleshooting Call Back 102 Problems Using Call Back 102 User presses Callback softkey before phone rings 102 User unplugs or resets phone after pressing the CallBack softkey but before Call Back occurs 103 Caller misses availability notification before phone reset Replace retain screen does not explicitly state that availability notification occurred 103 Error Messages for Call Back 104 Locating the Call Back Log Files 104 Troubleshooting Call Control Discovery 105 Troubleshooting Call Park 106 Troubleshooting Cisco Extension Mobility 107 Troubleshooting General Problems with Cisco Extension Mobility 107 Troubleshooting Cisco Extension Mobility Error Messages 108 Troubleshooting Cisco Unified Communications Manager Assistant 110 IPMAConsolelInstall jsp Displays Error HTTP Status 503 This Application is Not Currently Available 111 IPMAConsolelInstall jsp Displays Error No Page Found Error 111 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Contents Exception java lang ClassNotFoundException InstallerApplet class 112 Automatic Installation of
28. Authentication failed please try again Probable Cause User entered wrong userID or password Corrective Action Check your userID and password You must log in by using your Cisco Unified Communications Manager userID and password Service Temporarily Unavailable Symptom Cisco Web Dialer displays the following message Service temporarily unavailable please try again later Possible Cause The Cisco CallManager service got overloaded because it has reached its throttling limit of three concurrent CTI sessions Corrective Action After a short time retry your connection Directory Service Down Symptom Cisco Web Dialer displays the following message Service temporarily unavailable please try again later Directory service down OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Troubleshooting Features and Services A Cisco CTIManager Down Possible Cause The Cisco Communications Manager directory service may be down Corrective Action After a short time retry your connection Cisco CTiManager Down Symptom Cisco Web Dialer displays the following message Service temporarily unavailable please try again later Cisco CTIManager down Possible Cause Cisco CTIManager service that is configured for Cisco Web Dialer went down Corrective Action After a short time retry your connection Session Expired Please Login Again Symptom C
29. COM Diese eimalysiss marcela Geena eca 1OOIY asgi clo 1S 320819 703 COM Diete einellhySale 3 METCA TECN CAA OOI OSESE Cle 33 15320 2007 CCM Dige enedbysias matcha ERC Cn ale wr OO oes enol CWS Su 15 20 20 TIS CCM Diote enelysiss ineicelaGeceaS CcaS LOOIM joss dd 333 Ss ZA0 Zi Cail CCM Daleslic Einellysuss ineicelaGreeaS CaS LOOI OSB dd SUS eisai 15220521421 CCM Digit anu Sats emalysis Ssvlrs In the following traces the digit analysis completed calling and called party are matched and the information was parsed CallingPartyNumber 1001 DialingPattern 3333 DialingRoutePatternRegularExpression 3333 PretransformDigitString 3333 PretransformPositionalMatchList 3333 CollectedDigits 3333 PositionalMatchList 3333 In the following traces the number 0 indicates the originating location and the number indicates the destination location BW 1 determines the bandwidth of the originating location The value 1 implies that the bandwidth is infinite The bandwidth gets considered as infinite because the call originated from a Cisco Unified IP Phone that is located in a LAN environment BW 64 determines the bandwidth of the destination location The call destination specifies a phone that is located in a PSTN and the codec type that is used specifies G 711 64 Kbps 15 20 21 421 CCM Locations Orig 0 BW 1 Dest 1 BW 64 1 implies infinite bw available The f
30. Ca iLOOIY joss dd S he 05 4 62 5 CEM ieie analy siss potentialMatches PotentialMatchesExist The following debug message shows that the Cisco Unified Communications Manager is providing inside dial tone to the calling party Cisco Unified IP Phone 16 05 41 625 CCM StationD stationOutputStartTone 33 InsideDialTone tcpHandle 0x4 fbbc30 After Cisco Unified Communications Manager detects an incoming message and recognizes that the keypad button 1 has been pressed on the Cisco Unified IP Phone it immediately stops the output tone 16 05 42 890 CCM StationInit InboundStim KeypadButtonMessageID kpButton 1 tcpHandle 0x4fbbc3016 05 42 890 CCM StationD stationOutputStopTone tcpHandle 0x4fbbc30 16 05 42 890 CCM StationD stationOutputSelectSoftKeys tcpHandle 0x4fbbc30 03 42 9 ONC CMiIDagaiemancly Sass METEN Onsa CANOL SiS mam Cl baile 16 05 42 890 CCM Digit analysis potentialMatches PotentialMatchesExist 16 05 43 203 CCM StationInit InboundStim KeypadButtonMessageID kpButton 0 tcpHandle 0x4fbbc30 16305843 203 CCM Digit BIMEIYSILSS march Eee Ca 1OOI jss clea 10 16 05 43 203 CCM Digit analysis potentialMatches PotentialMatchesExist 16 05 43 406 CCM StationInit InboundStim KeypadButtonMessageID kpButton 0 tcpHandle 0x4fbbc30 LGsOSsa3 406 COM Digit analysitss macca irocn A ca YL0OI1 joss dd 100 16 05 43 406 CCM Digit analysis potentialMatches PotentialMatchesExist
31. CallingPartyName 1001 CallingParty 1001 CalledPartyName 1000 CalledParty 1000 tcpHandle 0x4fbb150 The next trace indicates that Cisco Unified Communications Manager is ordering the lamp to blink for incoming call indication on the called party Cisco Unified IP Phone 16 05 43 578 CCM StationD stationOutputSetLamp stim 9 Line instance 1 lampMode LampBlink tcpHandle 0x4fbb150 In the following traces Cisco Unified Communications Manager provides ringer display notification and other call related information to the called party Cisco Unified IP Phone Again you can see that all messages get directed to the same Cisco Unified IP Phone because the same tcpHandle gets used throughout the traces 16 05 43 578 CCM StationD stationOutputSetRinger 2 InsideRing tcpHandle 0x4fbb15016 05 43 578 CCM StationD stationOutputDisplayNotify tcpHandle 0x4fbb150 16 05 43 578 CCM StationD stationOutputDisplayPromptStatus tcpHandle 0x4fbb150 16 05 43 578 CCM StationD stationOutputSelectSoftKeys tcpHandle 0x4fbb150 Notice that Cisco Unified Communications Manager also provides similar information to the calling party Cisco Unified IP Phone Again the tcpHandle differentiates between Cisco Unified IP Phones 16 05 43 578 CCM StationD stationOutputCalliInfo CallingPartyName 1001 CallingParty 1001 CalledPartyName CalledParty 1000 tcpHandle 0x4fbbc3016 05 43 578 CCM StationD stationOutputCallinfo CallingPartyName 1001 CallingParty 1001
32. Cisco 10S Gateway Calls A Cisco IOS Gateway with T1 CAS Interface depends upon the PSTN or PBX to assign a Bearer channel B channel If the PSTN or PBX does not assign a channel to the router the call will not get routed In this case a CONNECT message that is received from the switch includes the same reference number as was received for ALERTING Ox800B Finally you can see the exchange of the DISCONNECT message followed by RELEASE and RELEASE COMP messages as the call disconnects A cause ID for the call rejection follows RELEASE COMP messages The cause ID represents a hexidecimal value Find the meaning of the cause by decoding the hexidecimal value and follow up with your provider Mere L 225209 O94 ISON SELLS I lt gt SUI jocl Celesi 0000S Mier 12 252 09m6 9A Bearer Capability i 0x8090A3 wie iL ZA5Z0S 694 Channel ID i 0xA98381 Mase il 225209 094 Calling Party Number i 0x2183 1001 Mee i 225209694 Called Party Number i 0x80 3333 Mar 1 225209 982 ISDN Sel15 RX lt ALERTING pd 8 callref 0x800B Mee il Z25209 932 Channel ID i 0xA98381 Mar 1 225210 674 ISDN SELLS RX lt CONNECT pd 8 callref 0x800B A Marae i1 223210 6076 SDN Sells D gt CONCE ACK pe 6 caller 05010018 Mar 1 225215 058 ISDN SELLS RX lt DISCONNECT pd 8 callref 0x800B gue L ZZSZ15 O58 Cause i 0x8090 Normal call clearing 217 SISDN 6 DISCONNECT Int S10 disconnected from unknown call l
33. Cisco Communications Manager failed to start due to the following error The service did not respond to the start or control request in a timely fashion At this time when devices such as the Cisco Unified IP Phones and gateways unregister from the Cisco Unified Communications Manager users receive delayed dial tone and or the Cisco Unified Communications Manager server freezes due to high CPU usage For event log messages that are not included here view the Cisco Unified Communications Manager Event Logs Possible Cause The Cisco CallManager service can stop responding because the service does not have enough resources such as CPU or memory to function Generally the CPU utilization in the server is 100 percent at that time Recommended Action Depending on what type of interruption you experience you will need to gather different data that will help determine the root cause of the interruption Use the following procedure if a lack of resources interruption occurs Procedure 1 Collect Cisco CallManager traces 15 minutes before and after the interruption 2 Collect SDL traces 15 minutes before and after the interruption 3 Collect perfmon traces if available 4 If the traces are not available start collecting the perfmon traces and track memory and CPU usage for each process that is running on the server These will help in the event of another lack of resources interruption Troubleshooting Guide for Cisco Unified Commun
34. Cisco IOS Gatekeeper shows that all four Cisco Unified Communications Managers are registered with the Cisco IOS Gatekeeper In the topology for this case study four Cisco Unified Communications Managers exist two in each cluster This Cisco IOS Gatekeeper includes two zones and each zone includes two Cisco Unified Communications Managers R2514 l show gatekeeper endpoints GATEKEEPER ENDPOINT REGISTRATION CallSignalAddr Port RASSignalAddr Port Zone Name Type TZ dk 105 228 2 L72 16 70 228 1493 gka cisco com VOIP GW H323 ID acl046e4 gt acl1l046f5 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Case Study Troubleshooting Cisco Unified IP Phone to Cisco 10S Gateway Calls Debug Messages and Show Commands on the Cisco IOS Gateway LIZ 51k WO 6229 2 ITZ 61S 10 229 3923 Gkal CLETO Ci MOMESOW H323 ID acl046e5 gt acl1046 5 TZ 5 ING 5 0 BAS il LIZ 61S 104245 1041 gkb cisco com VOIP GW H323 ID acl046f5 gt acl1046e4 172 1670243 il ITZ ies VO4 Z243 2043 gkb cisco com VOIP GW H323 ID acl046f5 gt acl1046e4 Total number of active registrations 4 Related Topics Call Flow Traces on page 175 Debug Messages and Show Commands on the Cisco I0S Gateway This section focuses on the debug output and show commands on the Cisco IOS Gateway In the topology for this case study calls go through the Cisco IOS Gateways The Cisco IOS Gateway
35. Cisco Unified IP Phone to another that are forwarded to voice messaging system get treated as a direct call to Cisco Unity system from the phone that is making the call However this only occurs if the digits are dialed but works properly receiving the called phone greeting if the Redial softkey is pressed Possible Cause The logic in the TSP states that if the call is a forwarded call and the originalCalledPartyName is Voicemail mark the call as a direct call This was done for failover Cisco Unity systems that are using Cisco Unified Communications Manager Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Voice Messaging Issues Administrator Account Is Not Associated with Cisco Unity Subscriber i Recommended Action 1 Onthe Cisco Unified Communications Manager server change the name of the Display field on the Cisco Voice Mail ports to anything other than VoiceMail 2 On the Cisco Unity server add a new Registry string value of HKLM Software Active Voice AvSkinny voiceMail display Name anything other than VoiceMail Administrator Account Is Not Associated with Cisco Unity Subscriber L Note L Note Symptom While attempting to access the System Administrator SA page you receive a message stating that the administrator account is not associated with the Cisco Unity subscriber Possible Cause Access was not configured for the user Recomm
36. Communication Manager in Releases 6 x and 7 0 is lpercent The difference of 1 percent occurs between the disk space used value that is shown in RTMT and HOST RESOURCES MIB In RTMT the disk space used value gets shown from df reported values Total Space Available Space Total Space 100 where the Total Space includes the minfree also For the HOST RESOURCES MIB this gets calculated by hrStorageUsed hrStorageSize 100 wherein the hrStorageSize does not include the minfree How does the Host Agent display the value in hrStorageUsed The hrStorageUsed for physical RAM got corrected to show the data in terms of used buffers cache To check whether the host agent version is correct collect the snmp rpm version that is installed in the system by using the show packages active snmp command How the Memory Capacity Usage Values compare to those of HOST RESOURCES MIB In the HOST RESOURCES MIB the size and storage used get represented in terms of hrStorageUnits If for that storage type the hrStorageUnits equals 4096 bytes the hrStorageUsed or hrStorageSize value queried in the MIB value should get multiplied by 4096 For example by using the show status command the Total Memory displays as 4090068K for Physical RAM If the hrStorageUnits for physicalRAM storage type equals 4096 bytes the hrStorageSize for Physical RAM will get shown as 1022517 which is 4090078K 1022517 x 4096 1024 4090068K Why does an SNMP query on hr
37. DHCPState INIT 00 00 38 480 CFG DHCP Timeout Waiting on Server DHCPState INIT If this timeout message continues to scroll by a problem exists with contacting the DHCP server First check that the Catalyst 6000 gateway port is in the correct VLAN You will find this information in the information that you retrieved by using the show port command If the DHCP server is not on the same VLAN as the Catalyst 6000 gateway then make sure that the appropriate IP helper addresses have been configured to forward the DHCP requests to the DHCP server The gateway can get stuck in the INIT state after a VLAN number change until the gateway resets When in the INIT state try resetting the gateway Every time that the 860 gets reset your tracy session will be lost so you must close your existing session and reestablish a new one by issuing the following commands tracy_close mod port tracy_start mod port If you are still seeing the DHCPState INIT messages check whether the DHCP server is functioning correctly If so start a sniffer trace to see whether the requests are being sent and the server is responding OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Device Issues A Gateway Registration Failure Once DHCP is working correctly the gateway will have an IP address that allows the use of the tracy debugging utility This utility includes a built in feature of the NMP comma
38. Mobility 107 108 error messages 108 overview 107 Cisco Unified Communications Manager Assistant 110 Cisco Unified Communications Manager system not responding 29 Cisco Unified IP Phone calls 163 172 intercluster 172 intracluster 163 Cisco Unified Mobility 119 Cisco Web Dialer 120 CISCO CCM MIB 140 codec and region mismatches 71 CTL security tokens 51 device issues 63 dial plan problems 88 dropped calls 73 E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Index troubleshooting continued echo 66 features 97 features and services 101 for SNMP developers 154 gatekeeper issues 80 gateway registration failure 75 gateway reorder tone issues 74 HOST RESOURCES MIB 149 immediate divert 129 location and bandwidth issues 72 log files 51 logical partitioning 135 lost or distorted audio problems 64 LSC validation fails 53 name to address resolution failing 33 no connectivity to other devices 34 not authorized to view page 32 one way or no audio 67 opening a case 160 opening a case with TAC 157 overview 1 packet capturing 54 packet capturing with encryption 54 performance monitor counters 50 phone resets 72 port 80 blocked 34 registration rejects 81 remote access for TAC 160 required preliminary information 158 route partition problems 85 RRJs 81 secure dial plans 89 security 10 11 12 15 16 analyzing captured packets 16 packet captur
39. O4e03357 Lele Mens 12 Ods03e57 1 i8 WsZS iD 3 VLOOI SMa n OAO eE Ware 12 43033857 i852 destinationAddress aMaie 12 O4s03s57 1858 sMaie 12 0410345721958 eloa WIJI Manm 12 O4s03s57 1858 he Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone to Cisco 10S Gateway Calls Debug Messages and Show Commands on the Cisco IOS Gateway i wiMieie 12 M4sO3 257 MES H225Lib h225RecvData State changed to Call Present The following debug output shows Call Control Application Programming Interface CCAPi Call Control APi indicates an incoming call You can also see called and calling party information in the following output CCAPi matches the dial peer 0 which specifies the default dial peer It matches dial peer 0 because the CCAPi could not find any other dial peer for the calling number so it uses the default dial peer Mesa 20430357 189 CE apl Cell seruo ind vido Per 0x6lliGeo HSA cea lilitaro cCallec s353 Cellilaime lOOl rcest l peer teg 0 r CSLILIUD WreGIKGCAtS sis Menn 12 OAs 03s S7 ISS CE Process Call Serto iel event 0x617A2B18 handed call to app SESSION siMigie 12 0403397 1933 sese agolli ow 19 00 BY CALL SEUR ND o Cie y disp 0 wMieie 12 e0357 1933 CCCa lSerConcet lee LTD 0 ll CONES e 00l 7AB Mar 12 04 03 57 193 ssaCallSetupInd finalDest cllng
40. PhoneStatusUpdat ee a RES 1 Set MaxSeverity Info in CiscoSyslog gt dogBasic MIB table 2 Set PhoneStatusUpdateA larmInterv 30 or higher in ccmAlarmConfigInfo MIB table 3 Disconnect the Cisco Unified Communications Manager server to which your phones register 4 Phones will unregister 5 Connect the Cisco Unified Communications Manager server again 6 Phones will re register 7 Check that the ccmPhoneStatusUpdate trap is generated PhoneFailed Reig tee 1 Set MaxSeverity Info in CiscoSyslog gt clogBasic MIB table 2 Set PhoneFailedAlarmInterv 30 or higher in ccmAlarmConfigInfo MIB table 3 Make a phone fail Delete a phone from Cisco Unified Communications Manager Administration and register the phone again 4 Check that the ccmPhoneFailed trap is generated Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting A General Tips Trap Verification Procedure MediaR ListExhausted A ise aauste 1 Create a Media Resource Group MRG that contains one of the standard Conference Bridge resources CFB 2 2 Create a Media Resource Group List MRGL that contains the MRG that was just created 3 Inthe Phone Configuration window for actual phones set MRGL as the phone Media Resource Group List 4 Stop the IPVMS which makes the Conference Bridge resource CFB 2 stop working 5 Ifyou make conference calls with phones
41. R5300 5 show call active voice brief lt ID gt lt start gt hs lt index gt lt connect gt pid lt peer_id gt lt dir gt lt addr gt lt state gt tx lt packets gt lt bytes gt rx lt packets gt lt bytes gt lt state gt Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone to Cisco 10S Gateway Calls Cisco 10S Gateway with T1 CAS Interface i IP lt ip gt lt udp gt rtt lt time gt ms pl lt play gt lt gap gt ms lost lt lost gt lt early gt lt late gt delay lt last gt lt min gt lt max gt ms lt codec gt IDR GHeocOCols fase cles Cul wacl lt y m gt Chemmes lt y im gt Sees lt w in Sues Som oncic gt lt codec gt payload size Tele lt int gt tx lt tot gt lt v gt lt fax gt ms lt codec gt noise lt l gt acom lt l gt i o lt 1 gt lt l1 gt dBm 511D 156043737hs 1 645 pid 0 Answer 1001 active x 1752 280320 rx 988 158080 TP172 16 70 228 18888 rtt 0ms pl 15750 80ms lost 0 0 0 delay 25 25 65ms g7llulaw 511D 156043738hs 1 644 pid 1 Originate 3333 active CXS 966 136972 rxs 1759 302546 Tele 1 0 0 30 tx 39090 35195 0ms g7llulaw noise 43 acom 0 i 0 36 42 dBm OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Case Study Troubleshooting Cisco Unified IP Phone to Cisco 10S Gateway Calls A Cisco IOS Gateway with T1 CAS Interface T
42. Time Monitoring Tool Administration Guide For information about alarms refer to the Cisco Unified Serviceability Administration Guide This section provides information to help you troubleshoot problems with Cisco Communications Manager Extension Mobility Related Topics Troubleshooting Cisco Extension Mobility Error Messages on page 108 Troubleshooting General Problems with Cisco Extension Mobility on page 107 Troubleshooting General Problems with Cisco Extension Mobility If any problems occur with Cisco Extension Mobility start with these troubleshooting tips e Configure the Cisco Extension Mobility trace directory and enable debug tracing by performing the following procedures e From Cisco Unified Serviceability choose Trace gt Trace Configuration e From the Servers drop down list box choose a server e From the drop down menu of Configured Services choose Cisco Extension Mobility e Make sure that you entered the correct URL for the Cisco Extension Mobility service Remember that the URL is case sensitive e Check that you have thoroughly and correctly performed all the configuration procedures Ifa problem occurs with authentication of a Cisco Extension Mobility user go to the user pages and verify the PIN Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Troubleshooting Cisco Extension Mobility Error Messages If you
43. Transfer softkey or Transfer button a second time if the Transfer On hook Enabled service parameter is set to True See the Cisco Unified Communications Manager System Guide User cannot retrieve parked calls After dialing the directed call park number to retrieve a parked call the user receives a busy tone and the IP phone displays the message Park Slot Unavailable Ensure that the user dials the retrieval prefix followed by the directed call park number See the Cisco Unified Communications Manager Features and Services Guide Parked calls do not revert to the number that parked the call Check the configuration of the directed call park number to ensure that it is configured to revert to the number that parked the call rather than to a different directory number See the Cisco Unified Communications Manager Features and Services Guide E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Troubleshooting External Call Control i Problem Description Recommended Action When an attempt is made to delete a directed call You cannot delete a directed call park number that a device is configured to park number or range a message displays that monitor by using the BLF button To determine which devices are using the indicates that the number or range cannot be deleted number click the Dependency Records link on t
44. calling search spaces Cisco Unified Communications Manager Services Issues on page 91 Describes solutions for the most common issues related to services such as conference bridges and media termination points Voice Messaging Issues on page 97 Describes solutions for the most common voice messaging issues Troubleshooting Features and Services on page 101 Provides information to help you resolve common issues with Cisco Unified Communications Manager features and services SNMP Troubleshooting on page 139 Provides information on how to troubleshoot with SNMP Opening a Case With TAC on page 157 Describes what information is needed to open a case for TAC Case Study Troubleshooting Cisco Unified IP Phone Calls on page 163 Describes in detail the call flow between two Cisco Unified IP Phones within a cluster Case Study Troubleshooting Cisco Unified IP Phone to Cisco IOS Gateway Calls on page 175 Describes a Cisco Unified IP Phone calling through a Cisco IOS Gateway to a phone that is connected through a local PBX or on the Public Switched Telephone Network PSTN OL 27404 01 Preface Related Documentation i Related Documentation Refer to the Cisco Unified Communications Manager Documentation Guide for further information about related Cisco IP telephony applications and products The following URL shows an example of the path to the documentation guide
45. conferenceID 16777218 passThruPartyID 167 777249 myIP e98e6b80 128 107 142233 lt Cws oil 100710571 219 gt lt TP 5 L2G LOT LAZ 233s LOsOSS JS S99 CCM STACLOMD Z 8 WEPLacl AONO StopMediaTransmission conferenceID 16777218 passThruPartyID 16777249 mys ENEE 2S LO 142 235 SCE gil OO IOS 1 219 3 L2 O7 A Das GORE oro om COM STACLOADZ gt WERLacl il OO i752 star StationOutputCloseMultiMediaReceiveChannel conferenceID 16777218 passThruPartyID 16777249 myIP e98e6b80 128 LOW 142 6253 SCT pil LOO 1OS i ALS 3129 107 142 233 gt LGSOSS II 359 CCM Statron 2 lt MEPLICl i OO ly 2 star StationOutputStopMultiMediaTransmission conferenceID 16777218 passThruPartyID 16777250 myIP e98e6b80 128107 LAZ 253 SCT sil lOO 105 i 2ilos lt ciies 2129 107 142 233 gt OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone to Cisco 10S Gateway Calls Debug Messages and Show Commands on the Cisco IOS Gatekeeper i Related Topics Case Study Troubleshooting Cisco Unified IP Phone Calls on page 163 Debug Messages and Show Commands on the Cisco 10S Gatekeeper IIn the topology for this case study the debug ras command turned on in the Cisco IOS Gatekeeper See topics related to call flow traces for details about SDI trace The following debug messages show that the Cisco IOS Gatekeeper is receiving the admission request ARQ for the Cisco Unified Communicati
46. for example configure the Packet Capture Enable service parameter 3 Configure packet capturing settings on a per device basis in the Phone or Gateway or Trunk Configuration window Cisco strongly recommends that you do not enable packet capturing for many devices at the same time because this task may cause high CPU usage in your network 4 Capture SRTP packets by using a sniffer trace between the affected devices Refer to the documentation that supports your sniffer trace tool 5 After you capture the packets set the Packet Capture Enable service parameter to False 6 Gather the files that you need to analyze the packets 7 Cisco Technical Assistance Center TAC analyzes the packets Contact TAC directly to perform this task Related Topics Adding an End User to the Standard Packet Sniffer Users Group on page 11 Analyzing Captured Packets on page 16 Configuring Packet Capturing in Gateway and Trunk Configuration Windows on page 13 Configuring Packet Capturing in the Phone Configuration Window on page 13 Configuring Packet Capturing Service Parameters on page 12 Packet Capturing Configuration Settings on page 15 Adding an End User to the Standard Packet Sniffer Users Group End users that belong to the Standard Packet Sniffer Users group can configure the Packet Capture Mode and Packet Capture Duration settings for devices that support packet capturing If the user does not exist in the Standard Packet Sniffer Users group
47. generate a syslog see the Schedule trace collection topic in the Cisco Unified Real Time Monitoring Tool Administration Guide A Rebuild complete message appears Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER Device Issues This section addresses common problems that you may experience with Cisco Unified IP Phones gateways and related devices e Voice Quality page 63 e Codec and Region Mismatches page 71 e Location and Bandwidth page 72 e Phone Issues page 72 e Gateway Issues page 74 e Gatekeeper Issues page 80 e Incorrect Device Registration Status Displays page 82 Voice Quality You may experience voice quality issues including lost or distorted audio signal during phone calls This section covers some common voice quality problems Common problems include audio breaks like broken words or the presence of odd noises and audio distortion such as echo and watery or robotic voice quality One way audio that is a conversation between two people where only one person can hear anything does not actually represent a voice quality issue but this section covers this issue e Gateways e Phones e Networks Related Topics Lost or Distorted Audio on page 64 Correcting Audio Problems from the Cisco Unified IP Phone on page 65 Echo on page 66 One Way Audio or No Audio on page 67 OL 27404 01 Troubleshooting Guide for Ci
48. high or other situations where an audio loop is created Recommended Action 1 Make sure that the problem phones do not use the speakerphone and that they have the headset volume set to reasonable levels start with 50 percent of the maximum audio level Most of the time the problems occur when you attach to the PSTN by way of a digital or analog gateway Testing the Gateway Determine which gateway is being used If a digital gateway is in use you may be able to add additional padding in the transmit direction towards the PSTN Because lower signal strength will yield less reflected energy this should clear the problem Additionally you can adjust the receive level so any reflected audio gets reduced even further Remember to make small adjustments at a time Too much attenuation of the signal will make the audio impossible to hear on both sides Alternatively you can contact the carrier and request to have the lines checked On a typical T1 PRI circuit in North America the input signal should be 15 dB If the signal level is much higher 5 dB for example echo likely will result Keeping an Echo Log You should keep a log of all calls that experience echo Record the time of the problem the source phone number and the number called Gateways have a fixed time of 16 ms of echo cancellation If the delay in the reflected audio is longer than this the echo canceller cannot work properly This issue should not exist f
49. interfaces to the PSTN or PBX with either T1 CAS or T1 PRI interfaces The following example shows debug output of commands such as debug voip ccapi inout debug H225 events and debug H225 asn1 In the following debug output the Cisco IOS Gateway accepts the TCP connection request from Cisco Unified Communications Manager 172 16 70 228 on port 2328 for H 225 Mere L2 OAT OSitor eel OOH 7 oilhllohohACCe pire Le PConnecrlOnmaAcceCpiECcmartom VIZ 5G 70 22032526 Om Soeksic TLl Mew 12 04 03 57 L693 22 SlMUOR Jia 5 UNeCeoe 3 9311 Cail Stace is imibrielizecl to be NLL Mar 12 04 03 57 177 Hex representation of the received TPKT03000065080000100 The following debug output shows that the H 225 data is coming from the Cisco Unified Communications Manager on this TCP session The protocolldentifier which indicates the H 323 version that is being used displays in this debug output The following debug shows that H 323 version 2 is being used The example also shows the called and calling party numbers Source Address H323 ID Destination Address e164 Mewe 12 O4303357 1778 H225Lib h225RecvData Q 931 SETUP received from socket l value H323 UserInformation aMaic 12 043033571098 aMewe 12 04303557 isis mIo u sMaie 12 0A OSs 57 Lele Mee L2 s035 LEE h323 message body setup sMaie 12 O4e0S33 57 ele saMe L2 O4c033 57 Isis jomorocollicineiiiien 0 0 8 2250 0 2 wNiewe I2 OMe Os 57 iiss sourceAddress sMaie 12
50. logical channel gets taken into account and audio gets streamed to the new IP address UDP port pair That explains why you should disable voice fastpath to support supplementary services Configure the VPN IP Address with SoftPhone Cisco IP SoftPhone offers the ability to make a PC work like a Cisco Unified IP Phone model 7900 Series phone Remote users who connect back to their company network through VPN need to configure some additional settings to avoid a one way voice problem The solution requires you to configure the VPN IP address instead of the IP address of the network adapter under the Network Audio Settings Verification A useful command to verify packet flow specifies debug cch323 rtp This command displays packets that the router transmits X and receives R An uppercase character indicates successful transmission reception whereas a lowercase character indicates a dropped packet See the following example voice ios gwy debug cch323 rtp RTP packet tracing is enabled voice ios gwy OL 27404 01 Device Issues Codec and Codec and Region Mismatches i voice ios gwy voice ios gwy voice ios gwy voice ios gwy This is an unanswered outgoing call Notice that voice path only cuts through in forward direction and that packets are dropped Indeed received packets are traffic from the IP phone to the PSTN phone These will be dropped until the call is answered Mario ZSsM
51. may not be complete If this occurs the following message displays in the alarm viewer or in the Cisco Unified Communications Manager Assistant service logs IPMA Service cannot initialize Could not get Provider Corrective Action 4 Check the security configuration in the service parameters of Cisco IP Manager Assistant service For more information see the Cisco Unified Communications Manager Features and Services Guide Restart the Cisco Unified Communications Manager Assistant by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services Calls Do Not Get Routed When Filtering Is On or Off Symptom Calls do not get routed properly Possible Cause 1 Cisco CTI Manager service may have stopped Corrective Action 1 Restart the Cisco CTI Manager and Cisco IP Manager Assistant services by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services Possible Cause 2 The Cisco Unified Communications Manager Assistant route point did not get configured properly OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Features and Services Cisco IP Manager Assistant Service Cannot Initialize Corrective Action 2 Use wild cards to match the directory number of the Cisco Unified Communications Manager Assistant CTI route point and the primary directory numbers of all managers that are configured f
52. modem 0x1 codec_bytes 160 signal type 0 The H 323 connect and disconnect messages follow Mor 12 O4eOSsS9 3738 CC _ejou Cali conmecesel welokcre Oxol ROO alliD 0x12 Mar 12 04037359 373 sess appl ev BCC EV CALL CONNECTED cicle Cisa Q aMieie 12 0403 59 S738 seals cid 18 st 4 oldst 1 cfid 7 csize 0 in 0 fDest 0 cid2 17 st2 4 oldst2 3 sMeawm L2 04203359513 CCCallConneci Callib 0xLiL Mee 12 O4e80S3eS59 3758 saMe 12 020335395138 h323 uu pdu Mee 12 04703359315 saMe 12 0403359513 h323 message body connect Mere 12 040s 59 SSS Maze 12 043037595758 prOCroOcolicemeiiiniar 0 8 2250 2 Mee 12 4 S038 59 3738 h245Address ipAddress Mare 12 043033593733 Mase 12 04203859531713 ip AC1046E2 H Mea 12 OA S033 59 3778 Oo acm OMaOOS Mase 12 042033593773 Mar 12 04 03 59 389 Hex representation of the CONNECT TPKT to end 03000052080 Mar 12 04 03 59 393 H225Lib h225SetupResponse Q 931 CONNECT sent from socket 1 Mar 12 04 03 59 393 H225Lib h225SetupResponse Q 931 Call State changed to Active Mar 12 04 04 08 769 ee api call disconnected vdbPtr 0x617BE064 callID 0x12 cause 0x10 Mar EAM UAr O04 10Shw COceSScsmapp smear CRE eTO T CONN CAEP e disp 0 u Related Topics Debug Messages and Show Commands on the Cisco IOS Gatekeeper on page 179 Cisco IOS Gateway with T1 PRI Interf
53. more information on how to perform these tasks see the Cisco Unified Communications Manager Security Guide Reset all phones as described in the Cisco Unified Communications Manager Security Guide Troubleshooting if you lose both tokens Etoken p Tip z Perform the following procedure during a scheduled maintenance window because you must reboot all servers in the cluster for the changes to take effect If you lose the security tokens and you need to update the CTL file perform the following procedure Procedure 1 an AU N On every Cisco Unified CallManager Cisco TFTP or alternate TFTP server verify that CTLFile tlv exists using the CLI command file list tftp CTLFile tlv Delete CTLFile tlv using the CLI command file delete tftp CTLFile tlv Repeat the first two steps for every Cisco Unified CallManager Cisco TFTP and alternate TFTP server Obtain at least two new security tokens Use the Cisco CTL client to create the CTL File For information on creating a CTL file see Cisco Unified Communications Manager Security Guide If the clusterwide security mode exists in mixed mode the Cisco CTL client displays the message No CTL File exists on the server but the CallManager Cluster Security Mode is in Mixed Mode For the system to function you must create the CTL File and set CallManager Cluster to Mixed Mode Click OK choose Set CallManager Cluster to Mixed Mode and complete the CTL file configuration
54. no longer in service Corrective Action Choose a phone that is in service and is registered with Cisco Unified Communications Manager Destination Not Reachable Symptom Cisco Web Dialer displays the following message on the End Call window Destination not reachable Possible Cause e User dialed the wrong number The correct dial rules did not get applied For example the user dials 5550100 instead of 95550100 Corrective Action Check the dial rules Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Troubleshooting Directed Call Park Troubleshooting Directed Call Park The following table provides troubleshooting recovery tips for common directed call park problems Table 12 Troubleshooting Tips for Directed Call Park Problem Description User cannot park calls After the Transfer softkey or Transfer button if available is pressed and the directed call park number is dialed the call does not get parked Recommended Action Ensure that the partition that is assigned to the call park number matches the partition that is assigned to the phone directory number See the Cisco Unified Communications Manager Administration Guide Ensure that the partition and calling search space are configured correctly for the device See the Cisco Unified Communications Manager Administration Guide User cannot park calls After pre
55. number 2 Ifitis ensure that the dialed out DN is configured on another phone and that phone is registered with same Cisco Unified Communications Manager cluster Intercom Calls Do Not Go to Connected State When Going Off Hook by Using Speaker Handset or Headset Symptom User cannot go into talkback mode for intercom calls by using headset handset or speaker Possible Cause This situation exists by design The only way to go into the connected state for intercom calls is by pressing the corresponding line button Recommended Action User can end call by using speaker handset or headset Troubleshooting SCCP OL 27404 01 This section provides troubleshooting tips for phones that are running SCCP Related Topics Intercom Lines Not Showing Up on Phone When Button Template Has Them on page 131 Intercom Lines Not Showing Up When Phone Falls Back to SRST on page 132 Intercom Lines Not Showing Up on Phone When Button Template Has Them Symptom Intercom lines do not display on the phone Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Troubleshooting Features and Services Troubleshooting SIP Possible Cause The phone version may be earlier than 8 3 1 or the button template may not be assigned to the phone Procedure 1 Check the phone version Ensure that it is 8 3 1 or above 2 Determine whether the button template is assigned to the phone 3 Capture the s
56. or gateway is registered to a particular Cisco Unified Communications Manager the call processing gets done on that Cisco Unified Communications Manager if the call is initiated there You will need to capture traces on that Cisco Unified Communications Manager to debug a problem A common mistake involves having devices that are registered on a subscriber server but are capturing traces on the publisher server These trace files will be nearly empty and definitely will not have the call in them Another common problem involves having Device 1 registered to CM1 and Device 2 registered to CM2 If Device 1 calls Device 2 the call trace occurs in CM1 and if Device 2 calls Device 1 the trace occurs in CM2 If you are troubleshooting a two way calling issue you need both traces from both Cisco Unified Communications Managers to obtain all the information that is needed to troubleshoot Tip Know the approximate time of the problem Multiple calls may have occurred so knowing the approximate time of the call helps TAC quickly locate the trouble You can obtain phone statistics on a Cisco Unified IP Phone 79xx by pressing the i or button twice during an active call When you are running a test to reproduce the issue and produce information know the following data that is crucial to understanding the issue e Calling number called number OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9
57. reports CLI commands that get issued by technical support teams You cannot configure it and the log gets created only if the Remote Support Acct gets enabled by the technical support team Verify Cisco Unified Communications Manager Services Are Use the following procedure to verify which Cisco CallManager services are active on a server Procedure 1 From Cisco Unified Communications Manager Administration choose Navigation gt Cisco Unified Serviceability Choose Tools gt Service Activation From the Servers column choose the desired server The server that you choose displays next to the Current Server title and a series of boxes with configured services displays Activation Status column displays either Activated or Deactivated in the Cisco CallManager line If the Activated status displays the specified Cisco CallManager service remains active on the chosen server If the Deactivated status displays continue with the following steps Check the check box for the desired Cisco CallManager service Click the Update button The Activation Status column displays Activated in the specified Cisco CallManager service line The specified service now shows active for the chosen server Perform the following procedure if the Cisco CallManager service has been in activated and you want to verify if the service is currently running Procedure 1 From Cisco Unified Communications Manager Administration choose Navigati
58. settings on a station or on the default gateway can cause a web page not to display because partial or no connectivity to that network exists Recommended Action 1 Try pinging the IP address of the Cisco Unified Communications Manager server and other devices to confirm that you cannot connect 2 Ifthe connectivity to any other device out of your local network is failing check the network setting on your station as well as the cable and connector integrity Refer to the appropriate hardware documentation for detailed information Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues X Database Replication o If you are using TCP IP over a LAN to connect continue with the following steps to verify the network settings on the remote station 3 Choose Start gt Setting gt Network and Dial up connections 4 Choose Local Area Connection then Properties The list of communication protocols displays as checked 5 Choose Internet Protocol TCP IP and click Properties again 6 Depending on your network choose either Obtain an ip address automatically or set manually your address mask and default Gateway The possibility exists that a browser specific setting could be improperly configured 7 Choose the Internet Explorer browser Tools gt Internet Options 8 Choose the Connections tab and then verify the LAN settings or the dial up s
59. supports the case where the route is deny but the obligation is not reject Cisco Unified Communications Manager failed to parse one or multiple optional attributes in a call routing response from the adjunct route server e RTMT displays the warning alarm ErrorParsingResponseFromPDP This alarm contains one or combination of following reasons depending on whether there is one or multiple errors e Request Processing Error Check adjunct route server trace for error e XACML Syntax Error Check the route configuration on the adjunct route server e CIXML Missing Optional Attribute Check obligation configuration on the adjunct route server e CIXML Syntax Error Check obligation configuration on the adjunct route server e Invalid announcement Id Check obligation configuration on the adjunct route server Cisco Unified Communications Manager cannot fulfill a call routing directive returned by the adjunct route server because of Cisco Unified Communications Manager feature interaction and or Cisco Unified Communications Manager configuration e Cisco Unified Communications Manager cannot fulfill a call routing directive Cisco Unified Communications Manager cannot route a call to a destination A caller receives reorder tone A caller does not receive announcement Cisco Unified Communications Manager generates the FailedToFulfillDirectiveFromPDP alarm e RTMT shows the warning alarm FailedToFulfillDirectiveFromPDP This alarm
60. sw voicesw ps2237 tsd_products_support_series_home html e For documentation related to Cisco Emergency Responder refer to the following URL http www cisco com en US products sw voicesw ps842 tsd_products_support_series_home html e For documentation related to Cisco Unified IP Phones refer to the following URL Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Overview Where to Find More Information http www cisco com en US products hw phones ps379 tsd_products_support_series_home html e For information on designing and troubleshooting IP telephony networks refer to the Cisco IP Telephony Solution Reference Network Design Guides that are available at www cisco com go srnd Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 L Note CHAPTER 2 Troubleshooting Tools This section addresses the tools and utilities that you use to configure monitor and troubleshoot Cisco Unified Communications Manager and provides general guidelines for collecting information to avoid repetitive testing and recollection of identical data To access some of the URL sites that are listed in this document you must be a registered user and you must be logged in Cisco Unified Serviceability Troubleshooting Tools page 5 Command Line Interface page 6 Kerneldump Utility page 7 Network Management pag
61. tables Reduce the number of variables that are queried in a single request For example for empty tables if Management application has timeout set at 3 seconds Cisco recommends specifying no more than 1 OID For nonempty tables it takes 1 second to retrieve 1 row of data Increase the response timeout o Reduce the number of retries Avoid using getbulk SNMP API Getbulk API gets the number of records that is specified by MaxRepetitions This means that even if the next object goes outside the table or MIB it gets those objects So if the CISCO CCM MIB has empty tables it goes to next MIB and this will need more time to respond Use getbulk API when you know that the table is not empty and also know the number of records Under this condition limit the max repetition counts to 5 to get response within 5 seconds Structure SNMP queries to adapt to current limits OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E SNMP Troubleshooting A Frequently Asked Questions o Avoid doing a number of getbulks on the PhoneTable in case a number of phones are registered to the Cisco Unified Communications Manager In such a scenario whenever an update occurs ccmPhoneStatusUpdateTable gets updated Frequently Asked Questions Why am I not getting any SNMP traps from the Cisco Unified Communication Manager node for the CISCO CCM MIB For receiving SNMP traps in CISCO CCM MIB
62. tcpHandle 0x4 fbbc30 GOS 37 959 CCM St rtionkmit elo OUI Slim Om oOkMes sia gies tcpHandle 0x4 fbbc30 OL 27404 01 CHAPTER 1 2 Case Study Troubleshooting Cisco Unified IP Phone to Cisco IOS Gateway Calls This case study examines a Cisco Unified IP Phone that is calling through a Cisco IOS Gateway to a phone that connects through a local PBX or on the Public Switched Telephone Network PSTN Conceptually when the call reaches the Cisco IOS Gateway the gateway will forward the call to either a phone that is connected to an FXS port or to the PBX If the call is forwarded to the PBX it could terminate to a phone that is connected to a local PBX or the PBX forwards it over the PSTN and the call will terminate somewhere on the PSTN e Call Flow Traces page 175 e Debug Messages and Show Commands on the Cisco IOS Gatekeeper page 179 Debug Messages and Show Commands on the Cisco IOS Gateway page 180 e Cisco IOS Gateway with T1 PRI Interface page 183 e Cisco IOS Gateway with T1 CAS Interface page 184 Call Flow Traces This section discusses call flow through examples from the Cisco Communications Manager trace file CCM000000000 The traces in this case study focus only on the call flow itself See topics related to Cisco Unified IP Phone calls for detailed trace information for example initialization registration and the keepalive mechanism In this call flow a Cisco Unified IP Phone d
63. that are configured in your ad hoc or meet me conference to determine whether the problem occurred because this number was exceeded 4 Check the setting of the Audio Bandwidth field on the Location Configuration window If the call bandwidth exceeds this configured limit the conferencing fails To resolve this issue choose the Unlimited Bandwidth radio button For more information on the Location Configuration window refer to the Cisco Unified Communications Manager Administration Guide Hardware Transcoder Not Working As Expected You have installed a hardware transcoder in the Cisco Catalyst 6000 8 Port Voice T1 E1 and Services Module and it does not work as expected you cannot make calls between two users with no common codec Possible Cause You may not have any available transcoder resources that are registered with Cisco Unified Communications Manager must be hardware Recommended Action Use the Cisco Unified Communications Manager Cisco Unified Real Time Monitoring Tool to check the number of available resources by viewing the ResourceAvailable counter in the Cisco MTP Device object One E1 port WS X6608 E1 card contains 8x E1 ports provides transcoder MTP resources for 16 calls as shown in the following trace L Note The number of supported devices may vary with different Cisco Unified Communications Manager releases Refer to the appropriate version of Cisco Unified Communications Manager documentation at the follo
64. the following problems if you are working with Cisco Unified Communications Manager that is installed on a server that has a special character such as an underscore in its hostname or Microsoft Internet Explorer 5 5 with SP2 and a Q313675 patch or above e When you conduct a basic search and click submit the same page redisplays E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Name to Address Resolution Failing i e When you try to insert a new user the following message displays The following error occurred while trying to execute the command Sorry your session object has timed out Click here to Begin a New Search Recommended Action You may not be able to add a user or do a search on Cisco Unified Communications Manager Administration if your Cisco Unified Communications Manager hostname contains any special characters such as underscore or period for example Call_ Manager Domain Name System DNS supported characters include all letters A Z a z numbers 0 9 and hyphen any special characters are not allowed If the Q313675 patch is installed on your browser make sure that the URL does not contain any non DNS supported characters For more information about the Q313675 patch refer to MS01 058 File Vulnerability Patch for Internet Explorer 5 5 and Internet Explorer 6 To resolve this problem you have the
65. the server and the Cisco CallManager service 3 Set SilenceSuppression to False to disable for all devices in a Cisco Communications Manager cluster alternatively you can set SilenceSuppressionForGateways to False When in doubt turn both off by choosing the value False for each 4 Using a network analyzer if a network analyzer is available check whether a monitored call between two phones has 50 packets per second or packet every 20 ms when silence suppression is disabled With proper filtering you can identify whether an excessive number of packets are lost or delayed OL 27404 01 Device Issues Correcting Audio Problems from the Cisco Unified IP Phone Remember that delay by itself will not cause clipping only variable delay Notice in the following table which represents a perfect trace the arrival times between the audio packets which will have an RTP header will be 20 ms In a poor quality call such as a call with a lot of jitter the arrival times would vary greatly The following table illustrates a perfect trace Packet Number Time absolute sec Time delta ms 1 0 2 0 02 20 3 0 04 20 4 0 06 20 5 0 08 20 Placing the packet analyzer into various points in the network will help narrow the number of places from which the delay is coming If no analyzer is available you will need to use other methods Examine interface statistics of each device in the path of the a
66. the service parameters click the name of the parameter or the question mark that displays in the window Note For packet capturing to occur you must set the Packet Capture Enable service parameter to True 5 For the changes to take effect click Save 6 You can continue to configure packet capturing Related Topics Configuring Packet Capturing in Gateway and Trunk Configuration Windows on page 13 Configuring Packet Capturing in the Phone Configuration Window on page 13 E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 _ Troubleshooting Tools Configuring Packet Capturing in the Phone Configuration Window i Configuring Packet Capturing in the Phone Configuration Window A After you enable packet capturing in the Service Parameter window you can configure packet capturing on a per device basis in the Phone Configuration window of Cisco Unified Communications Manager Administration You enable or disable packet capturing on a per phone basis The default setting for packet capturing equals None Caution Cisco strongly recommends that you do not enable packet capturing for many phones at the same time because this task may cause high CPU usage in your network If you do not want to capture packets or if you completed the task set the Packet Capture Enable service parameter to False To configure packet capturing for phones perform the following pr
67. the trace to determine whether any TCP retries are occurring If so this indicates a network problem The trace may show some consistencies in the resets such as the phone resetting every seven days This might indicate that DHCP lease expiration occurs every seven days this value is user configurable for example it could be every 2 minutes Dropped Calls Symptom Premature termination of dropped calls Possible Cause Premature termination of dropped calls can result from a phone or gateway resetting or a circuit problem such as incorrect PRI configuration OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Device Issues Phones Not Registering Recommended Action 1 Determine whether this problem is isolated to one phone or to a group of phones Perhaps you will find that the affected phones all exist on a particular subnet or location Check the Syslog Viewer in the Cisco Cisco Unified Real Time Monitoring Tool RTMT for phone or gateway resets You will see one Warning and one Error message for each phone that resets This indicates that the phone cannot keep its TCP connection to the Cisco Unified Communications Manager alive so the Cisco Unified Communications Manager resets the connection This may occur because a phone was turned off or a problem may exist in the network If this is an intermittent problem you may find it useful to use Performance Monito
68. user is logged in to another phone If multiple logins need to be allowed ensure the Multiple Login Behavior service parameter is set to Multiple Logins Allowed Host not found Check that the Cisco Tomcat service is running by choosing Cisco Unified Serviceability gt Tools gt Control Center Network Services Http Error 503 If you get this error when Services button is pressed check that the Cisco Communications Manager Cisco IP Phone Services service is running by choosing Cisco Unified Serviceability gt Tools gt Control Center Network Services If you get this error when you select Extension Mobility service check that the Cisco Extension Mobility Application service is running by choosing Cisco Unified Serviceability gt Tools gt Control Center Network Services 202 202 Blank userid or pin Enter a valid userid and PIN 26 26 Busy please try again Check whether the number of concurrent login logout requests is greater than the Maximum Concurrent requests service parameter If so lower the number of concurrent requests To verify the number of concurrent login logout requests use Cisco Unified Communications Manager Cisco Unified Real Time Monitoring Tool to view the Requests In Progress counter in the Extension Mobility object 6 Database Error Check whether a large number of requests exists If large number of requests exists the Requests In Progress counter in the Ex
69. window in Cisco Unified Communications Manager Administration matches the hostname that is in the adjunct route server certificate e Network connectivity dropped between Cisco Unified Communications Manager and the adjunct route server Because the Connection Loss and PDP Out Of Service counters are incrementing counters they indicate that at one time good connections were made to the adjunct route server Therefore an event in the network caused the problem or an event occurred on the adjunct route server e Verify that the adjunct route server is running and that network connectivity is good e Cisco Unified Communications Manager routing query to the adjunct route server times out because of slow response from the adjunct route server The adjunct route server may be overloaded because of processing service requests or network instability occurred e Increase the value for the Routing Request Timer in the external call control profile or increase the value for the External Call Control Routing Request Timer service parameter e Increase the value for the External Call Control Maximum Connection Count To PDP service parameter Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services a Troubleshooting External Call Control e Add a secondary web service redundant adjunct route server in the external call control profile and enable load balancing in
70. you need to ensure that the value of the following MIB OIDs is set to appropriate values ccomPhoneFailedAlarmInterval 1 3 6 1 4 1 9 9 156 1 9 2 and ccmPhoneStatusUpdateA larmInterv 1 3 6 1 4 1 9 9 156 1 9 4 are set between 30 and 3600 The default specifies zero 0 Execute the following commands from any Linux machine e snmpset c lt Community String gt v 2 lt transmitter ip address gt 1 3 6 1 4 1 9 9 156 1 9 2 0 i lt value gt e snmpset c lt Community String gt v 2 lt transmitter ip address gt 1 3 6 1 4 1 9 9 156 1 9 4 0 i lt value gt The following issues relate to registration deregistration failure of phones e Configuring notification destinations You need to ensure that notification destinations are configured You can do this from the Cisco Unified Serviceability Web window A menu for SNMP gt Notification Destinations exist Before you configure notification destination verify that the required SNMP services are activated and running SNMP Master Agent and Cisco UCM SNMP Services Also make sure that you configured the privileges for the community string user correctly they should contain Notify permissions as well If traps still are not generated check whether corresponding alarms are generated Because these traps get generated based on the alarm events ensure that SNMP agents are getting these alarm events Enable Local Syslog Set up the Cisco UCM Alarm configuration to the informational level for Lo
71. 0 32000 48000 or 48100 samples per second mono or stereo e In RTMT collect the Cisco Audio Translator traces for analysis of the error No announcement gets played The Cisco IP Voice Media Streaming App service issues the following alarms e kANNAudioUndefinedAnnID The announcement uses an undefined custom announcement identifier or locale identifier The alarm contain the numeric identifiers e kANNAudioFileMissing Custom and or Cisco provided announcement wav file is not found The alarm contains file name Announcement ID user locale and network locale e Verify ANN device is registered to the Cisco Unified Communications Manager e If media resource group is being used verify that the ANN device is in media resource group e Verify that the announcement ID is correct e Verify that the locale is installed if you are not using English United States locale Troubleshooting Hotline The following table provides troubleshooting information for cases where hotline calls do not dial correctly Table 13 Troubleshooting Hotline Calls Do Not Dial Correctly Problem Solution Dial tone Check PLAR configuration Reorder tone or VCA intracluster call SCheceRLAR dont sunition e Verify that the phones on both ends are configured as hotline phones Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Troub
72. 0 1 E SNMP Troubleshooting CISCO CDP MIB Tips e In RTMT the disk space used value gets shown from df reported values Total Space Available Space Total Space 100 where the Total Space includes the minfree also For Host Resources MIB the disk space used value gets calculated by hrStorageUsed hrStorageSize 100 where the hrStorageSize does not include the minfree CISCO CDP MIB Tips This section contains the following topics Related Topics Frequently Asked Questions on page 152 General Tips on page 152 General Tips Collect the following logs and information for analysis e Use the set trace enable Detailed cdpmib command to set the detailed trace for cdpAgt e Restart the Cisco CDP Agent service from the Cisco Unified Serviceability window Tools gt Control Center gt Network Services and wait for some time e Collect the following trace files Enable the Cisco CDP Agent traces by using the file get activelog cm trace edpmib sdi command and Cisco CDP daemon traces by using the file get activelog cm trace cdp sdi command Enable the Cisco CDP Agent and daemon traces by using the Real Time Monitoring Tool RTMT Trace amp Log Central gt Collect Files gt Cisco CallManager SNMP Service gt Cisco CDP Agent and Cisco CDP e After the logs are collected reset the trace setting by using the set trace disable cdpmib command Frequently Asked Questions Why are the CDP interface
73. 003094C26105 All cnf files include the IP address es for the primary and secondary Cisco Unified Communications Manager s The Cisco Unified IP Phone uses this IP address to contact the primary Cisco Unified Communications Manager and to register After the Cisco Unified IP Phone connects and registers with Cisco Unified Communications Manager the Cisco Unified Communications Manager tells the Cisco Unified IP Phone which executable version called a load ID to run If the specified version does not match the executing version on the Cisco Unified E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone Calls Cisco Unified Communications Manager Initialization Process IP Phone the Cisco Unified IP Phone will request the new executable from the TFTP server and reset automatically Cisco Unified Communications Manager Initialization Process This section explains the initialization process of Cisco Unified Communications Manager with the help of traces that are captured from Unified CM1 identified by the IP address 172 16 70 228 As described previously SDI traces provide a very effective troubleshooting tool because they detail every packet that is sent between endpoints This section describes the events that occur when Cisco Unified Communications Manager is initialized Understanding how to read traces will help you to properly
74. 1 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Opening a Case With TAC o Information You Will Need e Cisco Secure Telnet page 161 information You Will Need When you open a case with the Cisco TAC you must provide preliminary information to better identify and qualify the issue You may need to provide additional information depending on the nature of the issue Waiting to collect the following information until you have an engineer request after opening a case inevitably results in resolution delay Related Topics Cisco Live on page 160 Cisco Secure Telnet on page 161 General Information on page 159 Network Layout on page 158 Online Cases on page 160 Problem Description on page 159 Remote Access on page 160 Required Preliminary Information on page 158 Required Preliminary Information For all issues always provide the following information to TAC Collect and save this information for use upon opening a TAC case and update it regularly with any changes Related Topics General Information on page 159 Network Layout on page 158 Problem Description on page 159 Network Layout Provide a detailed description of the physical and logical setup as well as all the following network elements that are involved in the voice network if applicable e Cisco Unified Communications Manager s Version from Cisco Unified Communications Manager Administration cho
75. 1001 clled 3333 Mar 12 04 03 57 193 ssaSetupPeer cid 17 peer list tag 1 Mar 12 04 03 57 193 ssaSetupPeer cid 17 destPat 3333 matched 4 prefix peer 6179E63C Mar 12 04 03 57 193 ccCallSetupRequest peer 0x6179E63C dest params 0x61782BD0 mode 0 callID 0x617A87C0 Mar 12 04 03 57 193 callingNumber 1001 calledNumber 3333 redirectNumber Mar 12 04 03 57 193 accountNumber finalDestFlag 1 guid 0098 89c8 9233 511d 0300 cddd acl0 46e6 The CCAPi matches the dial peer with the destination pattern which is the called number 3333 The peer_tag means dial peer The calling and called party number in the request packet display Wiehe 12 O40 eS 1933 jxscie tag lewer 12 04033571973 CeilincenliLsSieuyolNscuiosic vdbPtr 0x617BE064 dest callParams called 3333 calling 1001 fdest 1 voice peer tag 1 mode 0x0 The following debug output shows that the H 225 alerting messages return to the Cisco Unified Communications Manager Mar 12 OASOSSS7 197s eceCallseicContaxc Cel TOEI 2 context 0x61466B30 Mar 12 04 03 57 197 ccCallProceeding callID 0x1l1 prog _ind 0x0 Mar 12 04 03 57 197 cc api call proceeding vdbPtr 0x617BE064 callID 0x12 prog _ind 0x0 z sewe 12 04203357 197g CC api Call alert GuveloPcic Opxol VswOGe CET ITD 0LZ prog_ind 0x8 sig ind 0x1 SMa ZO AOS i enZ Ole eS eS cmap plea cva C Ca niVaRC Alma Ee R CHEAP EN GI EEn disp 0
76. 16 05 43 562 CCM StationInit InboundStim KeypadButtonMessageID kpButton 0 tcpHandle 0x4fbbc30 LGsOSsaS 562 CCM Dieirt anelysiss imeicela irecm Co ILOGIY pss dd 1000 After the Cisco Unified Communications Manager receives enough digits to match it provides the digit analysis results in a table format Cisco Unified Communications Manager ignores any extra digits that are pressed on the phone after this point because a match already has been found 16 05 43 562 CCM Digit analysis analysis results16 05 43 562 CCM PretransformCallingPartyNumber 1001 CallingPartyNumber 1001 DialingPattern 1000 DialingRoutePatternRegularExpression 1000 PotentialMatches PotentialMatchesExist DialingSdlProcessId 1 38 2 PretransformDigitString 1000 PretransformPositionalMatchList 1000 CollectedDigits 1000 PositionalMatchList 1000 RouteBlockFlag RouteThisPattern Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone Calls E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Cisco Unified Communications Manager Intracluster Call Flow Traces The next trace shows that Cisco Unified Communications Manager is sending out this information to a called party phone the tepHandle number identifies the phone 16 05 43 578 CCM StationD stationOutputCallinfo
77. 2053 undefinedNode FALSE Maw 12 043038572063 he In this packet Cisco IOS also sends the H 245 address and port number to Cisco Unified Communications Manager Sometimes the Cisco IOS Gateway will send the unreachable address which could cause either no audio or one way audio Mew L2 04 03 57 2053 h245Address ipAddress Mar 12 04 03 57 205 wMewe 12 0420335732033 ip AC1046EH2 H Meuz I2 WA S033 57 542058 Dorre OLMOOS wie 12 047033572058 ie Mar 12 04 03 57 213 Hex representation of the ALERTING TPKT to send 0300003D0100 miMieie 12 OA S03 257 62152 Mare 12 OASOse5 7 ZiL38 H225Lib h225AlertRequest Q 931 ALERTING sent from socket 1 Call state changed to Call Received SMe 12 O4SO0S8S7 62139 CC sisal Orice Cene Comex Sule Osceull Oo srcCallID 0x12 dstCallID 0x1l disposition 0 tag 0x0 The following debug output shows that the H 245 session is coming up You can see the capability indication for codec negotiation as well as how many bytes will be present in each voice packet ilieic IZ O480S657 5 2178 CE elisa Caps me clsiewelowicic Op loCQi a4 dstCallId 0x1l1 srcCallId 0x12 caps codec 0xEBFB fax _rate O0x7F vad 0x3 MmioCk Em OxGlLICSIZ0 Code loyicos 0 sional ieywioess Mere 12 O4 503357527 sess_ appl ev 23 CC_EV_CONF CREATE DONE cid 17 disp 0 wMaie 12 O4FOSS57 2173 essere cic Lr st oldst 0 ctie resize 0ra L i Dest 1 cide 18st oldat Gs
78. 3 3 Enter the CLI command show hardware again and perform one of the following e Ifnone of the physical disks displays the status as Failed you need not perform any further action e If the logical drive status is not OK or Optimal and any physical disk displays as Failed identify the physical disk on the server as follows The LED color of the failed disk will be in amber or red N Note You must perform step 2 to verify the logical RAID drive status and then perform step 3 to verify the physical disk status To replace the failed drive and rebuild the RAID continue with Step 4 4 Perform a graceful shut down of the server by using the CLI command utils system shutdown 5 After the system is shut down replace the empty slot on the failed disk with a new disk that is of the same type of same manufacturer and of the same size as that of the original disk For example Western Digital 6 Ensure the new replacement disk is inserted all the way in 7 Power up the system 8 During the system startup if you view a message about RAID accept the default option and continue with the system startup 9 After the system is up log in to the CLI and enter the CLI command show hardware In the show hardware command output in the Logical Drive section the Current Operation field will display Rebuild and the Percentage Complete field will display the percentage complete for RAID rebuild The S
79. 3 7 q Z CallManager Relay server JAC orgie A Cisco firewall 141753 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Opening a Case With TAC A Cisco Secure Telnet Structure Cisco Secure Telnet Structure amp The external relay server establishes the connection between your network and Cisco Systems by building a Telnet tunnel This enables you to transmit the IP address and password identifier of your Cisco Unified Communications Manager server to your CSE Note The password comprises a text string upon which your administrator and the CSE mutually agree Your administrator starts the process by initiating the Telnet tunnel which establishes a TCP connection from inside your firewall out to the relay server on the public Internet The Telnet tunnel then establishes another connection to your local Telnet server creating a two way link between the entities Note The Telnet client at the Cisco TAC runs in compliance with systems that run on Windows NT and Windows 2000 or with UNIX operating systems After the Cisco Communications Manager at your site accepts the password the Telnet client that is running at the Cisco TAC connects to the Telnet daemon that is running behind your firewall The resulting transparent connection allows the same access as if the machine were being used locally After the Telnet connection
80. 404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Voice Messaging Issues a Administrator Account Is Not Associated with Cisco Unity Subscriber Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER S Troubleshooting Features and Services This chapter provides information to help you resolve common issues with Cisco Unified Communications Manager features and services Troubleshooting Barge page 101 Troubleshooting Call Back page 102 Troubleshooting Call Control Discovery page 105 Troubleshooting Call Park page 106 Troubleshooting Cisco Extension Mobility page 107 Troubleshooting Cisco Unified Communications Manager Assistant page 110 Troubleshooting Cisco Unified Mobility page 119 Troubleshooting Cisco Web Dialer page 120 Troubleshooting Directed Call Park page 124 Troubleshooting External Call Control page 125 Troubleshooting Hotline page 128 Troubleshooting Immediate Divert page 129 Troubleshooting Intercom page 130 Troubleshooting IPv6 page 133 Troubleshooting Logical Partitioning page 135 Troubleshooting Barge This section covers the solution for the most common issue that is related to the Barge feature Symptom When the Barge softkey is pressed the message No Conference Bridge Available displays on the IP phone OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Releas
81. 6 deviceTblindex 0 One E1 port WS X6608 E1 card contains 8x E1 ports provides five Unicast Available Conferences max conference size 6 as shown in the following trace 11 14 05 390 CCM CallManager UnicastBridgeControl wait capabilities StationCapRes Device CFB00107BO00FBO Registered ConfBridges 5 Streams 16 tcpHandle 4f19d64 11 14 05 480 CCM CallManager UnicastBridgeManager UnicastBridgeRegistrationReq Device Registration Complete for Name xo 6 6 DeviceType 51 ResourcesAvailable 5 deviceTbliIndex 0 The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1 E1 and Services Module indicates that the E1 port 4 1 in the card registered as a Conference Bridge with Cisco Unified Communications Manager greece sup enable sh port 4 1Port Name Status Vlan Duplex Speed Typ 4 1 enabled iL ECLI Conf Bridge PORE DEHGE MAC Address IP Address Subnet Mask 4 1 disable 00 10 7b 00 0 b0 102200772 31 255225522550 Bont Call Manager s DACPZSECVEr TETP TSEGVET Gateway 4 1 10 2007225 10 200 72 025 Pee DNS Server s Domain 4 1 ORO ROR POE CallManagerState DSP Type 4 1 registered C549 Port NoiseRegen NonLinearProcessing E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager Services Issues Hardware Transcoder Not Working As Expected i 4 1 disabled disabled 3 Check the maximum number of users
82. 8 734 CCM CallManager StationD stationOutputDisplayText tcpHandle 0x6b88028 Display 5000 08 38 58 734 CCM CallManager StationD stationOutputSetLamp stim 9 Line instance 1 lampMode LampOn tcpHandle 0x6b88028 08 38 58 734 CCM CallManager StationD stationOutputCallState tcpHandle 0x6b88028 OL 27404 01 Dial Plans and Routing Issues Group Pickup Configuration 08 38 58 734 CCM CallManager StationD stationOutputDisplayPromptStatus tcpHandle 0x6b88028 08 38 58 734 CCM CallManager StationD stationOutputSelectSoftKeys tcpHandle 0x6b88028 08 38 58 734 CCM CallManager StationD stationOutputActivateCallPlane tcpHandle 0x6b88028 08 38 58 734 CCM CallManager Digit analysis match fqcen 5000 cn 5000 pss RTP_NC_Hardwood RTP_NC_Woodland Local RTP dd 08 38 58 734 CCM CallManager Digit analysis potentialMatches PotentialMatchesExist 08 38 58 734 CCM CallManager StationD stationOutputStartTone 33 InsideDialTone tcpHandle 0x6b88028 08 38 59 703 CCM CallManager StationInit InboundStim KeypadButtonMessageID kpButton 1 tcpHandle 0x6b88028 08 38 59 703 CCM CallManager StationD stationOutputStopTone tcpHandle 0x6b88028 08 38 59 703 CCM CallManager StationD stationOutputSelectSoftKeys tcpHandle 0x6b88028 08 38 59 703 CCM CallManager Digit analysis match fqen 5000 cn 5000 pss RTP NC Hardwood RTP_NC Woodland Local RIPY dd 1 08 38 59 703 CCM CallManager Digit analysis potentialMatches NoPotentialMatc
83. 9 0 1 OL 27404 01 Contents Intercom Calls Do Not Go to Connected State When Going Off Hook by Using Speaker Handset or Headset 131 Troubleshooting SCCP 131 Intercom Lines Not Showing Up on Phone When Button Template Has Them 131 Intercom Lines Not Showing Up When Phone Falls Back to SRST 132 Troubleshooting SIP 132 Debugging Phones That Are Running SIP 132 Configuration of Phones That Are Running SIP 132 Cisco Extension Mobility User Is Logged In But Intercom Line Does Not Display 133 Where to Find More Information 133 Troubleshooting IPv6 133 Phones Do Not Register with Cisco Unified Communications Manager 133 Calls Over SIP Trunks Fail 134 Calls Between Devices Fail 134 Music On Hold Does Not Play on Phone 135 Troubleshooting Logical Partitioning 135 Logical Partitioning Does Not Function As Expected 135 Logical Partitioning Policies Require Adjustment 136 CHAPTER 9 SNMP Troubleshooting 139 Troubleshooting Tips 139 CISCO CCM MIB Tips 140 General Tips 140 Limitations 143 Frequently Asked Questions 144 HOST RESOURCES MIB Tips 149 Logs for Collection 149 Disk Space and RTMT 149 Frequently Asked Questions 150 CISCO CDP MIB Tips 152 General Tips 152 Frequently Asked Questions 152 SYSAPP MIB Tips 152 Collecting Logs 153 Using Servlets in Cisco Unified Communications Manager 8 0 153 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Contents SNMP Develope
84. AS RAS Cisco Unified IP Phone Initialization Process The following procedure explains in detail the Cisco Unified IP Phone initialization or boot up process Procedure 1 If you have set the appropriate options in DHCP server such as Option 066 or Option 150 the Cisco Unified IP Phone sends a request at initialization to the DHCP server to get an IP address Domain Name System DNS server address and TFTP server name or address It also gets a default gateway address if you have set these options in the DHCP server Option 003 If DHCP sends a DNS name of the TFTP sever you need a DNS server IP address to map the name to an IP address Bypass this step if the DHCP server sends the IP address of the TFTP server In this case study the DHCP server sent the IP address of TFTP because DNS was not configured If the DHCP reply does not include a TFTP server name the Cisco Unified IP Phone uses the default server name The configuration file cnf gets retrieved from the TFTP server All cnf files have the name SEP lt mac_address gt cnf If this is the first time that the phone is registering with the Cisco Unified Communications Manager a default file SEPdefault cnf gets downloaded to the Cisco Unified IP Phone In this case study the first Cisco Unified IP Phone uses the IP address 172 16 70 230 its MAC address is SEP0010EB001720 and the second Cisco Unified IP Phone uses the IP address 172 16 70 231 its MAC address is SEP
85. Afiafi CISCO Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 First Published July 18 2012 Last Modified July 18 2012 Americas Headquarters Cisco Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 Text Part Number OL 27404 01 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE ALL STATEMENTS INFORMATION AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California Berkeley UCB as part of UCB s public domain version of the UNIX operating system All rights reserved Copyright 1981 Regents of the University of California NOTWITHSTANDING ANY OTHER WARRANTY HEREIN ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS CISCO AND THE ABOVE NAMED SUPP
86. Bound lineInstance 1 callReference 16777217 version Ol Meme sil LOO ii 2 1 SKiP3 gt lt DMWs 3S GLOBE oro om COM StTaCLondD L 2 TCPPid 1 100 117 1 OpenReceiveChannel conferenceID 16777217 passThruPartyID 16777233 millisecondPacketSize 20 compressionType 4 Media_Payload_G711Ulaw64k qualifierIn myIP SLBA CLAS 107 L425 23s lt Cile si LOO ail il Sis 3 LDV o gt LOsOSSZ25 359 COM Sitencatomibd 2 MEPLucl S lL LOO 117 2 StartMediaTransmission conferenceID 16777218 passThruPartyID 16777249 remotelIpAddress e98e6b80 64 255 0 0 remotePortNumber 65344 milliSecondPacketSize 20 compressType 4 Media_Payload_G711Ulaw64k qualifierOut myIP e98e6b80 23 LOF MA2 239 SCs gil LOO OS 1 ZlSs lt 9 si As LOW Lae 2Sss 1E 03325575 CCM Sse cOmD 2 3 WELPaAcl AO O star StationOutputStartMultiMediaTransmission conferenceID 16777218 passThruParty1ID 16777250 remoteIpAddress e98e6b80 66 255 0 0 remotePortNumber 65346 compressType 101 Media_Payload_H263 qualifierOut myIP e98e6b80 1294 LOY 14a2 253 lt ews sil lOO 10S i 2ilb5S lt ies 2120 107 14Z 23S gt 16 053825 326 CM STETIOAD L z TEPEL OS PLs LOO LLE OpenMultiReceiveChannel conferenceID 16777217 passThruPartyID 1000011 compressionType 101 Media Payload H263 qualifierIn myIP e98e6b80 128 107 142 233 lt CT 1 100 11 1 1 gt lt IP gt lt DEV gt The following trace shows the H 225 connection me
87. CTI Port 4503 Exception com cisco jtapi InvalidArgumentExceptionImpl Address 4503 is not in provider s domain Loads Mew 24 lis2z7ebil Hilo DSW aMIWR Ss Ail a EACE ETONE com cisco jtapi InvalidArgumentExceptionImpl1 Address 4503 is not in provider s domain Recommended Action The message in the trace tells you which CTI port or route point cannot be initialized Verify that this device exists in the Cisco Unified Communications Manager configuration and also associates with the JTAPI user on the Cisco Unified Communications Manager Security Issues XY This section provides information about security related measurements and general guidelines for troubleshooting security related problems Note This section does not describe how to reset the Cisco Unified IP Phone if it has been corrupted by bad loads security bugs and so on For information on resetting the phone refer to the Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager that matches the model of the phone For information about how to delete the CTL file from Cisco Unified IP Phone models 7970 7960 and 7940 only see the Cisco Unified Communications Manager Security Guide or the Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager that matches the model of the phone Related Topics Security Alarms on page 49 Security Performance Monitor Counters on page 50 Re
88. C_Hardwood RTP_NC_Woodland Local RTP dd In the Digit Analysis component of the previous trace the pss Partition Search Space also known as Calling Search Space gets listed for the device that is placing the call In the following trace RTP_NC_Hardwood RTP_NC_Woodland Local_RTP represent the partitions that this device is allowed to call 08 38 54 968 CCM CallManager Digit analysis potentialMatches PotentialMatchesExist08 38 54 968 CCM CallManager StationD stationOutputStartTone 33 InsideDialTone tcpHandle 0x6b88028 08 38 55 671 CCM CallManager StationInit InboundStim KeypadButtonMessageID kpButton 5 tcpHandle 0x6b88028 08 38 55 671 CCM CallManager StationD stationOutputStopTone tcpHandle 0x6b88028 08 38 55 671 CCM CallManager StationD stationOutputSelectSoftKeys tcpHandle 0x6b88028 08 38 55 671 CCM CallManager Digit analysis match fqen 5000 cn 5000 pss RIP_NC Hardwood RIP_NC Woodland local RIP dd 5 08 38 55 671 CCM CallManager Digit analysis potentialMatches PotentialMatchesExist OSS 56 OlomeeMeCalbliManagesa S tatnonintte lino ouncdSeams KeypadButtonMessageID kpButton 0 tcpHandle 0x6b88028 08 38 56 015 CCM CallManager Digit analysis match fqcen 5000 cn 5000 pss RTP_NC_Hardwood RTP_NC_Woodland Local RTP dd 50 08 38 56 015 CCM CallManager Digit analysis potentialMatches PotentialMatchesExist 08 38 56 187 CCM CallManager StationInit InboundStim KeypadButtonMessageID
89. DER INIT Exception com cisco jtapi PlatformExceptionImpl Unable to create provider Operation timed out LO2ZS Mere 2a Wie S37 sae oe SMW SS WEI 7 SyeCieMe LOIN 8 com cisco jtapi PlatformExceptionImpl Unable to create provider Operation timed out Recommended Action Check the IP address that is configured for the JTAPI provider on the CRS server Check the default gateway configuration on the CRS server and the Cisco Unified Communications Manager Make sure no IP routing problems exist Test connectivity by pinging the Cisco Unified Communications Manager from the CRS server Unable to create provider null Possible Cause No JTAPI provider IP address or host name get configured or the JTAPI client is not using the correct version Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues JTAPI Subsystem is in PARTIAL_SERVICE Full Text of Error Message SMIVR SS_TEL 4 ModuleRunTimeFailure Real timefailure in JTAPI subsystem Module JTAPI Subsystem Failure Cause Failure Module JTAPI PROVIDER _INIT Exception com cisco jtapi PlatformExceptionImpl Unable to create provider null Recommended Action Verify that a host name or IP address is configured in the JTAPI configuration If the JTAPI version is incorrect download the JTAPI client from the Cisco Unified Communicati
90. ER 3 Cisco Unified Communications Manager System Issues 29 Cisco Unified Communications Manager System Not Responding 29 Cisco Unified Communications Manager System Stops Responding 30 Cisco Unified Communications Manager Administration Does Not Display 31 Error When Attempting to Access Cisco Unified Communications Manager Administration 31 Error When Attempting to Access Cisco Unified Communications Manager Administration on a Subsequent Node 31 You Are Not Authorized to View 32 Problems Displaying or Adding Users with Cisco Unified Communications Manager 32 Name to Address Resolution Failing 33 Port 80 Blocked Between Your Browser and the Cisco Unified Communications Manager Server 34 Improper Network Setting Exists in the Remote Machine 34 Database Replication 35 Replication Fails Between the Publisher and the Subscriber Server 35 Database Replication Does Not Occur When Connectivity Is Restored on Lost Node 39 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Contents Database Tables Out of Sync Do Not Trigger Alert 39 Resetting Database Replication When You Are Reverting to an Older Product Release 40 utils dbreplication clusterreset 40 utils dbreplication dropadmindb 41 LDAP Authentication Fails 41 Issues with LDAP Over SSL 42 Open LDAP Cannot Verify the Certificate to Connect to the LDAP Server 43 Slow Server Response 44 JTAPI Subsystem Startup Problems 44 JTAPI Subsystem is OUT
91. Etoken on page 52 Troubleshooting if you lose both tokens Etoken on page 52 Troubleshooting a Locked Security Token After You Consecutively Enter an Incorrect Security Token Password Each security token contains a retry counter which specifies the number of consecutive attempts to log in to the etoken Password window The retry counter value for the security token equals 15 If the number of consecutive attempts exceeds the counter value that is 16 unsuccessful consecutive attempts occur a message indicates that the security token is locked and unusable You cannot re enable a locked security token Obtain additional security token s and configure the CTL file as described in the Cisco Unified Communications Manager Security Guide If necessary purchase new security token s to configure the file Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues a Troubleshooting CTL Security Tokens p Tip After you successfully enter the password the counter resets to zero Troubleshooting If You Lose One Security Token Etoken If you lose one security token perform the following procedure Procedure 1 2 3 4 Purchase a new security token Using a token that signed the CTL file update the CTL file by performing the following tasks Add the new token to the CTL file Delete the lost token from the CTL file For
92. GCMD 00 00 00 160 DSP Test Begin gt Mask lt Ox00OFFFFFF gt 00 00 01 260 DSP Test Complete gt Results lt 0Ox00FFFFFF Ox00FFFFFF gt 00 00 01 260 NMPTask get VLANCONFIG OOOO UZ OC OM CKG Startine DHC 00 00 02 030 CFG Booting DHCP for dynamic configuration 00 00 05 730 CFG DHCP Request or Discovery Sent DHCPState INIT REBOOT 01010005A SOG DHCP Server Response Processed DHCPState 00300505 V30 Requesting DNS Resolution of CiscoCM1 00 00 05 730 CFG DNS Error on Resolving TFTP Server Name 00 00 05 750 4 TETP Server IP Set by DHCP Option 150 10 123 9 2 BOUND 00 00 05 730 CFG Requesting SAA00107B0013DE cnf File From TETP Server 00 00 05 730 CFG cnf File Received and Parsed Successfully VOROO 7057 SiONEMSE Se GWhventa CHE DONIS gt GWStaven sonehActiae 00300 05 790 CMS CNi ePivent CONNECT REQ gt CPStake AttemptingSocket 00300 05 7590 GMSG Attempting TCP socket with CM 10 123 9 2 00300 05 750 ENGG COMPO CPHzvent SOCKET ACK gt CPetats Backi CCM 00300 05 790 GMC Chavenet SOCKEL ACK gt CNWStATE RSGACELVE 00300305 7530 CGMSG CONO CHavent Rn Gils Ol CPSrEtE SentRegister 00 00 06 320 GMSG CCM 0 CPEvent LOADID gt CPState LoadResponse 00 01 36 300 GMSG CCM 0 CPEvent TIMEOUT gt CPState BadUnified CM
93. H2 MCS 7845 I2 MCS 7845 I3 DL 380 G6 Performing Failed RAID Disk Replacement with Single Restart on page 58 Performing Failed RAID Disk Replacement with Single Restart for Linux Software RAID on page 59 Performing Failed RAID Disk Replacement Without Restart on page 60 Performing Failed RAID Disk Replacement with Single Restart Perform the following procedure to replace a failed RAID disk for these specific servers MCS 7825 H4 MCS 7825 I3 MCS 7825 I4 MCS 7825 I5 MCS 7828 I3 MCS 7828 I4 MCS 7828 I5 amp Note Ifyou want to replace a failed RAID disk on a Cisco MCS 7825 28 i3 server and write cache is enabled on the server you must use the Disaster Recovery System to perform a backup before you perform this procedure After you swap the hard drive you must rebuild the server using the backup Procedure 1 Log in to the console as an Administrator and enter the CLI command show hardware 2 Check the status of the logical drives Perform one of the following E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Performing Failed RAID Disk Replacement with Single Restart for Linux Software RAID i e If the logical drive status is OK or Optimal you need not perform any further action e If the logical drive status is not OK check the physical disk status as described in Step
94. L 1 ModuleRunTimeFailure Related Topics MIVR SS_TEL 4 ModuleRunTimeFailure on page 45 MIVR SS_TEL 1 ModuleRunTimeFailure on page 48 MIVR SS_TEL 4 ModuleRunTimeFailure Search for the MIVR SS_TEL 1 ModuleRunTimeFailure string in the trace file At the end of the line an exception reason displays The following list gives the most common errors Related Topics Unable to create provider bad login or password on page 45 nable to create provider Connection refused on page 46 nable to create provider login on page 46 U U Unable to create provider hostname on page 47 Unable to create provider Operation timed out on page 47 U nable to create provider null on page 47 Unable to create provider bad login or password Possible Cause Administrator entered an incorrect user name or password in the JTAPI configuration Full Text of Error Message SMIVR SS_TI EL 4 ModuleRunTimeFailure Real timefailure in JTAPI subsystem Module JTAPI Subsystem Failure Cause 7 Failure Module JTAPI PROVIDER INIT Exception com cisco jtapi PlatformExceptionImpl1 Unable to create provider bad login or password OMOLWAR S S Ip OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 JTAPI Subsystem is OUT_OF_SERVICE
95. LIERS DISCLAIM ALL WARRANTIES EXPRESSED OR IMPLIED INCLUDING WITHOUT LIMITATION THOSE OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING USAGE OR TRADE PRACTICE IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT SPECIAL CONSEQUENTIAL OR INCIDENTAL DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and or its affiliates in the U S and other countries To view a list of Cisco trademarks go to this URL http www cisco com go trademarks Third party trademarks mentioned are the property of their respective owners The use of the word partner does not imply a partnership relationship between Cisco and any other company 1110R Any Internet Protocol IP addresses used in this document are not intended to be actual addresses Any examples command display output and figures included in the document are shown for illustrative purposes only Any use of actual IP addresses in illustrative content is unintentional and coincidental 2012 Cisco Systems Inc All rights reserved CONTENTS Preface Preface xiii Purpose xiii Audience xiii Organization xiv Related Documentation xv Conventions xv Obtaining Documentation O
96. MS Virtual Machine Is No Longer Provided for Download 112 User Authentication Fails 113 Assistant Console Displays Error System Error Contact System Administrator 113 Assistant Console Displays Error Cisco IP Manager Assistant Service Unreachable 114 Calls Do Not Get Routed When Filtering Is On or Off 115 Cisco IP Manager Assistant Service Cannot Initialize 116 Calling Party Gets a Reorder Tone 116 Manager Is Logged Out While the Service Is Still Running 117 Manager Cannot Intercept Calls That Are Ringing on the Assistant Proxy Line 117 Not Able to Call the Manager Phone When Cisco IP Manager Assistant Service is Down 118 Troubleshooting Cisco Unified Mobility 119 Cisco Unified Mobility User Hangs Up Mobile Phone But Cannot Resume Call on Desktop Phone 119 Dial via Office Related SIP Error Codes 120 Troubleshooting Cisco Web Dialer 120 Authentication Error 121 Service Temporarily Unavailable 121 Directory Service Down 121 Cisco CTIManager Down 122 Session Expired Please Login Again 122 User Not Logged in on Any Device 122 Failed to Open Device Line 123 Destination Not Reachable 123 Troubleshooting Directed Call Park 124 Troubleshooting External Call Control 125 Troubleshooting Hotline 128 Troubleshooting Immediate Divert 129 Key is not active 129 Temporary Failure 130 Busy 130 Troubleshooting Intercom 130 Getting Busy Tone When Dialing Out of Intercom Line 131 Troubleshooting Guide for Cisco Unified Communications Manager Release
97. Manager Release 9 0 1 OL 27404 01 Preface Obtaining Documentation Obtaining Support and Security Guidelines Timesaver p Means the described action saves time You can save time by performing the action described in the paragraph Tips use the following conventions Tip A Means the information contains useful tips Cautions use the following conventions Caution A Warning Means reader be careful In this situation you might do something that could result in equipment damage or loss of data Warnings use the following conventions This warning symbol means danger You are in a situation that could cause bodily injury Before you work on any equipment you must be aware of the hazards involved with electrical circuitry and familiar with standard practices for preventing accidents Obtaining Documentation Obtaining Support and Security Guidelines For information on obtaining documentation obtaining support providing documentation feedback security guidelines and also recommended aliases and general Cisco documents see the monthly What s New in Cisco Product Documentation which also lists all new and revised Cisco technical documentation at http www cisco com en US docs general whatsnew whatsnew html Cisco Product Security Overview This product contains cryptographic features and is subject to United States and local country laws governing import export transfer a
98. OsZIoOSOS swe Cue lao wea shin IIOINWNEID Clilineycicikera se XXXrXrXCXCXCXCXLXLXLXLXLXCXLXLXLXLXLXLXLXLXLXLXLXCXLXLXLXCXULXLXLXLXLXLXLXLXLXLXLXL XreXrXrXrXvrXrXvrXvrXvrXLXLXLXCXULXLXLXLXLXLXLXLXLXUCXLXCXLXCXLXCXCLXLXLXLXLXCXLXLXLXLXCXL DOCOMO TEE AR AEAII A voice ios gwy voice ios gwy This is an example of an answered call voice ios gwy voice ios gwy wMiewe 3 2945982605703 wesw C t Carora Aa TONVNRD Chre tiLOmn ween XXXrXrXrXrXCXCXLXLXLXLXLXCXLXLXLXLXLXCXLXCXLXLXLXCXCXCXCXCXCXLXLXLXLXLXLXLXLXLXLXL XreXrXrXrXrXCXCXLXLXLXLXLXCXULXLXLXLXLXLXLXCXLXULXLXLXLXCXCXULXCXLXLXLXLXLXLXLXLXLXLXL XXrrrrrXrXrXrXrXrXrXrXrXrXrXrXrrXXrrXrXrXrXrXrXXXXXXXXXXXXXXXXrXXXXXXXXrXrXrXXrrXr KAPAT APATA tay Gta ete Gra Ar Ar Pr CEEE CEAL ELDE EENAEE AREETA At this point the remote end picks up the phone wMaie 3 2ZSss3ssO co SVSe warsewew CMe IACI Im sin BORE ChiieSC iwaLoim tees XRXRXRXRXRXRXRXRXXRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRXRXRXRXRXRXRXR XRXRXRXRXRXRXRXRXRXRXRXRXRXRXXRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRRXRXRXRXRXR XXRRXRXRXXRRXRXRXRXRXXRXRXRXRXRXRRXRXXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXR XRXRXRXRXRXRXRXRXRXRXRXRXRXRXRRRRRRRRRRRRRRRRRRRRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXR XRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXXRRRRRRRRRRRRRRRRRRRRRRRRRRRRXRXRXRXRXRXRXRXRXRXR RRRRR RRRRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRRXXRXRXRXRXRXRRXRXRXRXRXRXRXRXR XRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXXRRRRXRXRX
99. RIS database which gets populated based on the alarm that is received during phone registration Perform the following steps and collect the logs for further analysis 1 In Cisco Unified Serviceability choose Alarm gt Configuration Choose the server then click Go Choose CM Services for the Services Group then click Go Choose Cisco CallManager for the service then click Go 2 Check Enable Alarm for Local Syslog SDI Trace and SDL Trace Choose Informational from each Alarm Event Level drop down list box In the Trace Configuration window set the Debug Trace Level for the Cisco UCM service to Detailed Reset the phones that are showing incorrect LoadID Collect the Syslog and Cisco UCM traces A nan gt W Collect the phone details How Cisco Call Manager status START STOP monitored For service monitoring you have following options e SYSAPPL MIB e HOST RESOURCE MIB e CISCO CCM MIB ccmStatus e SOAP interface Real Time Monitoring Tool RTMT alerts A ccmCallManagerFailed trap exists for Cisco UCM service failures But this does not cover normal service stop and unknown crashes Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting HOST RESOURCES MIB Tips Why does the device pool information seem incorrect for any device that was polled The OID that was used is ccmPhoneDevicePoollndex As stated in the CISCO CCM CAPABILITY MIB
100. RXRXRXRXRXRXRXRXRXRXRXRXRXRXRXR XXRRRRRRRRRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXR XRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXRXR XRXRXRXRXRXRXRXRXRXRXRXRXXRRRXR l Bnd Of Convers atelom Region Mismatches Ifa user gets a reorder tone busy signal when going off hook it could occur as the result of codec disagreement between regions Verify that both call ends support at least one common codec for example G 711 If they do not you will need to use transcoders A region specifies the range of supported codecs that can be used with each of the other regions Every device belongs to a region OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Device Issues Location and Bandwidth amp Note The system does not support codec negotiation with a Cisco IOS router For example Regionl lt gt Region2 G 711 means that a call between a device in Region and a device in Region2 can use G 711 or any other supported codec that requires the same or less bandwidth as G 711 any supported codecs within G 711 G 729 G 723 and so on Note The following list gives codecs that are supported for each device e Cisco Unified IP Phone model 7960 G 711A law mu law G 729 G729A G 729Annex B e Cisco Unified IP Phone SP12 series and VIP 30 G 711a law mu law G 723 1 e Cisco Acce
101. SWRunName in HOST RESOURCES MIB intermittently return incorrect entries in Windows The Microsoft SNMP extension agent hostmib dll supports the HOST RESOURCE MIB Microsoft support may be able to help on this If the problem is persistent perform the following steps 1 Use the tlist snmp exe file to verify that the hostmib dll is listed in the output 2 Verify that no error warning messages from SNMP exist in the event viewer when SNMP service is started 3 Make sure that the community string used has been configured with read privilege under snmp service properties 4 Use MSSQL MIB MssqISrvInfoTable to confirm SQL process status Monitoring Processes HOST RESOURCES MIB retrieves information about all the processes that are running on the system from hrSWRunTable Use this MIB for monitoring all the processes that are running in the system To monitor only the installed Cisco application use SYSAPPL MIB Disk Space and RTMT The used and available disk space values that are shown by HOST RESOURCES MIB may not match the disk space values that are shown by RTMT due to the minfree percentage of reserved file system disk blocks Because the minfree value for Cisco Unified Communications Manager in 6 x and 7 0 systems equals 1 percent you will see a 1 percent difference between the used disk space value that is shown by RTMT and HOST RESOURCES MIB OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9
102. StationInit InboundStim KeepAliveMessage Forward KeepAlive to StationD DeviceName SEP003094C26105 TCPHandle 0x4fbbc30 Soekac Ox25a4 TPAC 1G VO sASL Poec s2095 SiceicwonD 11 85 il The messages in the following trace depict the keepalive sequence that indicates that the communications link between the Cisco Unified Communications Manager and the station is active Again these messages can originate from either the Cisco Unified Communications Manager or the station Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone Calls Cisco Unified Communications Manager Intracluster Call Flow Traces 16 03 02 328 CCM MediaTerminationPointControl stationOutputKeepAliveAck tcpHandle 4fa7dc016 03 02 328 CCM UnicastBridgeControl stationOutputKeepAliveAck tcpHandle 4bf8a70 16 03 06 703 CCM StationInit InboundStim IpPortMessageID 32715 0x7fcb tcpHandle 0x4 fbbc30 16 03 06 703 CCM StationD stationOutputKeepAliveAck tcpHandle 0x4fbbc30 Cisco Unified Communications Manager Intracluster Call Flow Traces E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 The following SDI traces explore the intracluster call flow in detail You can identify Cisco Unified IP Phones in the call flow by the directory number dn tepHandle and IP address A Cisco Unified IP Phone dn 1001 te
103. Study Troubleshooting Cisco Unified IP Phone Calls Cisco Unified Communications Manager Registration Process Cisco Unified Communications Manager Registration Process Another important part of the SDI trace involves the registration process When a device is powered up it gets information using DHCP connects to the TFTP server for its cnf file and then connects to the Cisco Unified Communications Manager that is specified in the cnf file The device could be an MGCP gateway a Skinny gateway or a Cisco Unified IP Phone Therefore you need to be able to discover whether devices successfully registered on the Cisco network In the following trace Cisco Unified Communications Manager received new connections for registration The registering devices comprise MTP_nsa cm1 MTP services on Unified CM1 and CFB_nsa cm1 Conference Bridge service on Unified CM1 Although these are software services that are running on Cisco Unified Communications Manager they get treated internally as different external services and therefore get assigned a TCPHandle socket number and port number as well as a device name 16 02 52 750 CCM StationInit New connection accepted DeviceName TCPHandle 0x4fbaa00 Socket 0x594 IPAddr 172 16 70 228 Port 3279 StationD 0 0 0 16 02 52 750 CCM StationInit New connection accepted DeviceName TCPHandle 0x4fe05e8 Socket 0x59c IPAddr 172 16 70 228 Port 3280 StationD 0 0 0 1E0252 1791 CCM Sica tromi
104. TMT the disk space used value gets shown from df reported values Total Space Available Space Total Space 100 where the Total Space includes the minfree also For Host Resources MIB the disk space used value gets calculated by hrStorageUsed hrStorageSize 100 where the hrStorageSize does not include the minfree Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting A Frequently Asked Questions Frequently Asked Questions Can the HOST RESOURCES MIB be used for process monitoring Host resources MIB does retrieve the information about the processes that are running on the system in hrSwRunTable however this monitors all the processes that are running in the system If you need to monitor only the installed Cisco Application the best way requires you to use SYSAPPL MIB How are the memory usage values that are shown by Real Time Monitor Tool mapped to the HOST RESOURCES MIB The following table lists the memory usage values Table 16 Memory Usage Values Memory Usages RTMT Counter HOST RESOURCES MIB SWAP memory Usage Memory Used Swap Kbytes hrStorageUsed 2 whose description is virtual memory Physical Memory Usage Memory Used Kbytes hrStorageUsed 1 whose description is Physical RAM usage Total memory physical swap Memory Used VM Kbytes No equivalent Basically need to add hrStorageUsed 2 and hrStorageUsed 1
105. Workaround If an SNMP request specifies multiple OIDs and the variables are pointing to empty tables you may get a NO_SUCH_NAME for SNMP V1 or GENERIC ERROR for SNMP V2c or V3 due to a timeout problem A timeout can occur as a result of throttling enhancements to protect the Cisco Unified Communications Manager processing engine L Note You can retrieve the count of entries in CCMH323DeviceTable and ccmSIPDeviceTable by using scalar objects so the SNMP Manager the client can avoid unnecessary get getnext operations on these tables when no entries exist As an SNMP developer you can use the following workaround for this problem e First use the available scalar variables 1 3 6 1 4 1 9 9 156 1 5 to determine table size before accessing the table or perform the get operation on the desired table then query the non empty tables e Reduce the number of variables that are queried in a single request for example for empty tables if the management application has the timeout set to 3 seconds specify only 1 OID For non empty tables it takes 1 second to retrieve one row of data e Increase the response timeout e Reduce the number of retries e Avoid using getbulk SNMP API The getbulk API retrieves the number of records that is specified by MaxRepetitions so even if the next object goes outside the table or MIB it gets those objects Empty tables cause even more delay Use getbulk API for non empty tables with a known nu
106. _OF SERVICE 45 MIVR SS_TEL 4 ModuleRunTimeFailure 45 Unable to create provider bad login or password 45 Unable to create provider Connection refused 46 U Jnable to create provider login 46 Unable to create provider hostname 47 Unable to create provider Operation timed out 47 Unable to create provider null 47 MIVR SS_TEL 1 ModuleRunTimeFailure 48 JTAPI Subsystem is in PARTIAL SERVICE 48 Security Issues 49 Security Alarms 49 Security Performance Monitor Counters 50 Reviewing Security Log and Trace Files 51 Troubleshooting Certificates 51 Troubleshooting CTL Security Tokens 51 Troubleshooting a Locked Security Token After You Consecutively Enter an Incorrect Security Token Password 51 Troubleshooting If You Lose One Security Token Etoken 52 Troubleshooting if you lose both tokens Etoken 52 Troubleshooting CAPF 53 Troubleshooting the Authentication String on the Phone 53 Troubleshooting If the Locally Significant Certificate Validation Fails 53 Verifying That the CAPF Certificate Is Installed on All Servers in the Cluster 53 Verifying That a Locally Significant Certificate Exists on the Phone 54 Verifying That a Manufacture Installed Certificate MIC Exists in the Phone 54 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Contents Troubleshooting Encryption for Phones and Cisco IOS MGCP Gateways 54 Using Packet Capturing 54 CAPF Error Codes 55 Performing Failed RAID Disk R
107. ace As explained earlier two types of calls go through the Cisco IOS Gateways the Cisco IOS Gateway interfaces to the PSTN or PBX with either T1 CAS or T1 PRI interfaces The following example shows the debug outputs when the Cisco IOS Gateways use T1 PRI interface The debug isdn q931 command on the Cisco IOS Gateway got turned on which enables Q 931 a Layer Three signaling protocol for D channel in the ISDN environment Each time that a call is placed out of the T1 PRI interface a setup packet must get sent The setup packet always includes protocol descriptor pd 8 and it generates a random hexidecimal value for the callref The callref tracks the call For example if two calls are placed the callref value can determine the call for which the RX received message is intended Bearer capability 0x8890 means a 64 Kbps data call If it were a 0x8890218F it would represent a 56 Kbps data call and 0x8090A3 if it is a voice call In the debug following output the bearer capability specifies 0x8090A3 which applies for voice The example shows called and calling party numbers The callref uses a different value for the first digit to differentiate between TX and RX and the second value stays the same SETUP had a 0 for the last digit and CONNECT ACK also has a 0 The router completely OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Case Study Troubleshooting Cisco Unified IP Phone to
108. age displays Cisco IPMA Service Unreachable Probable Cause 1 Cisco IP Manager Assistant service may have stopped Corrective Action 1 Restart the Cisco Unified Communications Manager Assistant by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services Probable Cause 2 The server address for the Primary and Secondary Cisco Unified Communications Manager Assistant servers may be configured as DNS names but the DNS names are not configured in the DNS server Corrective Action 2 Use the following procedure to replace the DNS name Procedure 1 Choose Cisco Unified Communications Manager Administration gt System gt Server OL 27404 01 Troubleshooting Features and Services Calls Do Not Get Routed When Filtering Is On or Off i 2 Replace the DNS name of the server with the corresponding IP address 3 Restart the Cisco Unified Communications Manager Assistant by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services Probable Cause 3 The Cisco CTI Manager service may have stopped Corrective Action 3 Restart the Cisco CTI Manager and Cisco IP Manager Assistant services by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services Probable Cause 4 The Cisco Unified Communications Manager Assistant service might have been configured to open a CTI connection in secure mode but the security configuration
109. ager Cisco IP Phone Services e Cisco CallManager Personal Directory e Cisco CallManager Serviceability e Cisco CallManager Serviceability RTMT e Cisco Dialed Number Analyzer e Cisco Extension Mobility e Cisco Extension Mobility Application e Cisco RTMT Reporter Servlet e Cisco Tomcat Stats Servlet e Cisco Trace Collection Servlet e Cisco AXL Web Service e Cisco Unified Mobile Voice Access Service e Cisco Extension Mobility e Cisco IP Manager Assistant e Cisco WebDialer Web Service e Cisco CAR Web Service e Cisco Dialed Number Analyzer Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting SNMP Developer Tips For monitoring important service status for system health purposes Cisco recommends the following approaches e Use the Cisco Unified Serviceability API that is called GetServiceStatus This API can provide complete status information including activation status for both web application type and non web app services See AXL Serviceability API Guide for more details e Use the utils service list command to check the status of different services e Use the Syslog message and monitor the servM generated messages For example Mase lg 16340 5272 Cise art2Z26 locally 6 s 923 Maw lg Lilel sS2 630 WTE SCCM_SERVICEMANAGER SERVICEMANAGER 6 ServiceActivated Service Activated Service Name Cisco CallManager SNMP Service App ID Cisco Service Ma
110. ager System Issues E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Replication Fails Between the Publisher and the Subscriber Server p Tip Before you install Cisco Unified Communications Manager on the subscriber server you must add the subscriber to the Server Configuration window in Cisco Unified Communications Manager Administration to ensure that the subscriber replicates the database that exists on the publisher database server After you add the subscriber server to the Server Configuration window and then install Cisco Unified Communications Manager on the subscriber the subscriber receives a copy of the database that exists on the publisher server Symptom Changes that are made on the publisher server do not get reflected on phones that are registered with the subscriber server Possible Cause Replication fails between the publisher and subscriber servers Recommended Action Verify and if necessary repair database replication as described in the following procedure Procedure 1 Verify database replication You can use the CLI Cisco Unified Reporting or RTMT to verify database replication To verify by using the CLI see 2 on page 36 e To verify by using Cisco Unified Reporting see 3 on page 37 e To verify by using RTMT see 4 on page 37 2 To verify database replication by using the CLI access the CLI and issue the following command to check replication
111. ager administrator must update the manager configuration Perform the following procedure to correct the problem Procedure Action 1 From Cisco Unified Communications Manager Administration choose User Management gt End User The Find and List Users window displays 2 Enter the manager name in the search field and click the Find button 3 Choose the manager from the results list that you want to update The End User Configuration window displays 4 From the Related Links drop down list box choose Cisco IPMA Manager and click Go 5 Make the necessary changes to the manager configuration and click Update Manager Cannot Intercept Calls That Are Ringing on the Assistant Proxy Line Symptom The manager cannot intercept the calls that are ringing on the assistant proxy line OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Features and Services Not Able to Call the Manager Phone When Cisco IP Manager Assistant Service is Down Possible Cause The calling search space of the proxy line did not get configured properly Corrective Action Check the calling search space of the proxy line for the assistant phone Perform the following procedure to correct the problem Procedure Action 1 From Cisco Unified Communications Manager Administration choose Device gt Phone The Find and List Phones search window displays 2 Click the assistant phone The Phone Co
112. agerFailed trap e The Cisco UCM failed alarm gets generated when an internal error occurs These alarms include an internal thread dying due to lack of CPU timer issues and other issues This trap would represents something that is hard to reproduce unless the Cisco UCM team intentionally causes one of these occurrences If the Cisco UCM Agent consumes high CPU continuously what needs to be done Collect logs for analysis and refer to defect CSCsm74316 Verify whether the defect fix was added to your Cisco UCM release If the CTI Routepoint is deleted from Cisco Unified Communications Manager Administration an entry exists for that in ccomCTIDeviceTable mib Why A service parameter that is called RIS Unused Cisco CallManager Device Store Period defines how long unregistered devices remain in RIS database and in the MIB The Cisco UCM Administration window and the SNMP MIB may not be in sync because the Cisco UCM Administration window shows information from the database and SNMP uses the RIS database When cemPhoneType is queried from ccmPhoneTable in Cisco CCM MIB no information is returned Why This means that the comPhoneType has been obsoleted You can retrieve the same information from ccmPhoneProductTypeIndex against CcmProductTypeEntry In the table the indexes correspond to the index and name as listed in that table The following list gives some of other obsolete and alternate OIDs to be referred e Because ccmGatewayTy
113. ailable 24 hours a day 365 days a year at this URL http www cisco com techsupport Using the online TAC Service Request Tool represents the fastest way to open S3 and S4 service requests S3 and S4 service requests specify those requests in which your network is minimally impaired or for which you require product information After you describe your situation the TAC Service Request Tool automatically provides recommended solutions If your issue is not resolved by using the recommended resources your service request will get assigned to a Cisco TAC engineer Find the TAC Service Request Tool at this URL http www cisco com techsupport servicerequest For S1 or S2 service requests or if you do not have Internet access contact the Cisco TAC by telephone S1 or S2 service requests represent those in which your production network is down or severely degraded Cisco TAC engineers get assigned immediately to S1 and S2 service requests to help keep your business operations running smoothly To open a service request by telephone use one of the following numbers Asia Pacific 61 2 8446 7411 Australia 1 800 805 227 EMEA 32 2 704 55 55 USA 1 800 553 2447 For a complete list of Cisco TAC contacts go to this URL http www cisco com techsupport contacts Information You Will Need page 158 e Required Preliminary Information page 158 e Online Cases page 160 e Cisco Live page 160 e Remote Access page 160 OL 27404 0
114. all Flow Traces i 16 05 45 140 CCM StationD stationOutputOpenReceiveChannel tcpHandle 0x4fbbc30 myIP e74610ac 172 16 70 231 16 05 45 140 CCM StationD ConferenceID 0 msecPacketSize 20 compressionType 4 Media_Payload_G711Ulaw64k Similarly Cisco Unified Communications Manager provides information to the called party 1000 16 05 45 140 CCM StationD stationOutputOpenReceiveChannel tcpHandle 0x4fbb150 myIP e64610ac 172 16 70 230 16 05 45 140 CCM StationD ConferenceID 0 msecPacketSize 20 compressionType 4 Media_Payload_G711Ulaw64k Cisco Unified Communications Manager received the acknowledgment message from called party for establishing the open channel for RTP stream as well as the IP address of the called party This message informs the Cisco Unified Communications Manager of two pieces of information about the Skinny Station First it contains the status of the open action Second it contains the receive port address and number for transmission to the remote end The IP address of the transmitter calling part of the RTP stream specifies ipAddr and PortNumber specifies the IP port number of the RTP stream transmitter calling party 16 05 45 265 CCM StationInit InboundStim StationOpenReceiveChannelAckID tcpHandle 0x4fbb150 Status 0 IpAddr 0xe64610ac Port 17054 PartyID 2 Cisco Unified Communications Manager uses the following messages to order the station to begin transmitting the audio and video stre
115. alls through the PSTN When this alarm occurs the PSTN failover duration has expired and calls to learned patterns cannot be routed All learned patterns get purged from Cisco Unified Communications Manager Troubleshoot your network to get IP connectivity restored After IP connectivity is restored Cisco Unified Communications Manager automatically relearns patterns and calls to learned patterns automatically proceed through IP Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services a Troubleshooting Call Park e CCDLearnedPatternLimitReached e Warning Alarm This alarm indicates that the CCD requesting service has met the maximum number of allowed learned patterns This alarm displays the value that is configured for the parameter CCD Maximum Numbers of Learned Patterns as well as the maximum number of learned patterns that are allowed by the system 20 000 Consider whether the specified maximum number of learned patterns is correct for your deployment If the value is too low compare it with the number that displays in the SystemLimitCCDLearnedPatterns in this alarm If the maximum number is below the system limit which is 20 000 learned patterns increase the value for the CCD Maximum Numbers of Learned Patterns parameter LostConnectionToSAFForwarder Error alarm e A TCP connection failure caused the connection between the SAF
116. ams to the indicated remote Cisco Unified IP Phone IP address and port number 16 05 45 265 CCM StationD stationOutputStartMediaTransmission tcpHandle 0x4fbbc30 myIP e74610ac 172 16 70 231 16 05 45 265 CCM StationD RemoteIpAddr e64610ac 172 16 70 230 RemoteRtpPortNumber 17054 msecPacketSize 20 compressionType 4 Media_ Payload_G711Ulaw64k 16303323326 CCM Sieencaembd i 8 TERPLO 4 5 LOO I 5 A OpenMultiReceiveChannel conferenceID 16777217 passThruPartyID 1000011 compressionType 101 Media Payload H263 qualifierIn myIP e98e6b80 128 107 142 233 lt CT 1 100 11 1 1 gt lt IP gt lt DEV gt 1629035255375 CCM Sittatcstomiinases OPPS 1s LOO tly StationOpenMultiMediaReceiveChannelAck Status 0 IpAddr 0xe98e6b80 POE GSI49 Penty D LEITZ SCT 2 il OO LOS i 2iLSS lt iiPs sil Ai OT Wa 23s LEs 0383259 9713 CCM STaACLOND KZ 3 ERDO E OO 117 2 star StationOutputStartMultiMediaTransmission conferenceID 16777218 passThruParty1ID 16777250 remoteIpAddress e98e6b80 66 255 0 0 remotePortNumber 65346 compressType 101 Media_Payload_H263 qualifierOut myIP e98e6b80 2G LOW MA2 23S SCs gil LOO OS l2 LST 32s 5 Oy dae 23 gt In the following traces the previously explained messages get sent to the called party The messages that indicate that the RTP media stream started between the called and calling party follow these messages 16 05 45 312 CCM StationD stationOutputStartMediaT
117. an configuration chapters in the Cisco Unified Communications Manager Administration Guide for more information Recommended Action 1 Identify the Directory Number DN that is originating the call 2 Identify the Calling Search Space for this DN The Calling Search Space determines what numbers are available for making a call 3 If applicable identify devices with which the Calling Search Space associates with this DN Make sure that you identify the correct device because multiple line appearances are supported you can have the same DN on multiple devices Keep track of the device calling search space If this is a Cisco Unified IP Phone that is originating the call remember that a particular line DN and the device with which a line is associated have calling search spaces They will get combined when a call is made For example if line instance 1000 has a Calling Search Space of AccessLevelX and the Cisco E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Dial Plans and Routing Issues P Tip Secure Dial Plan Unified IP Phone that has extension 1000 configured on it has AccessLevelY as its Calling Search Space then when making a call from that line appearance Cisco Unified Communications Manager will search through partitions that are contained in Calling Search Space AccessLevelX and AccessLevelY 4 Identify which Partitions associate with the Calling Search Space s
118. an provide a Resume softkey to resume the call Recommended Action Perform the following actions e Add the following command to the gateway voice call disc pi off e For the Cisco CallManager service set the Retain Media on Disconnect with PI for Active Call service parameter to False Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Dial via Office Related SIP Error Codes Dial via Office Related SIP Error Codes Symptom A Cisco Unified Mobility Dial via Office DVO call does not succeed Possible Cause Cisco Unified Communications Manager provides specific SIP error codes when a dial via office call does not succeed The following table provides the SIP error codes for unsuccessful dial via office calls Call Scenario SIP Error Code Target number is not routable 404 Not Found Target is busy 486 Busy Here Cisco Unified Mobile Communicator hangs up before target answers 487 Request Terminated Cisco Unified Mobile Communicator sends SIP CANCEL 487 Request Terminated Cisco Unified Mobile Communicator tries to make a call without 503 Service Unavailable successful registration Cisco Unified Mobile Communicator tries to make a call when there 486 Busy Here are already two outstanding calls on the enterprise line Cisco Unified Mobile Communicator tries to make a DVO F call when 487 Request Termin
119. anager Release 9 0 1 OL 27404 01 SNMP Troubleshooting Wy sCCISCO CCM MIB Tips Cannot receive any notifications from the system This condition means that the notification destination is not configured correctly on the system Verify that you configured the notification destination properly in the Notification Destination V1 V2c or V3 Configuration window Cannot receive SNMP traps from Cisco Unified Communications Manager node This condition means that you cannot verify SNMP traps from the Cisco Unified Communications Manager node Verify that you configured the following MIB Object IDentifiers OIDs that relate to phone registration deregistration failure to the following values the default for both values equals 0 e cemPhoneFailedAlarmInterval 1 3 6 1 4 1 9 9 156 1 9 2 set to 30 3600 You can use this CLI command snmpset c lt community string gt v2e lt transmitter ipaddress gt 1 3 6 1 4 1 9 9 156 1 9 2 0 i lt value gt e ccmPhoneStatusUpdateA larmInterval 1 3 6 1 4 1 9 9 156 1 9 4 set to 30 3600 You can use this CLI command snmpset c lt community string gt v2 e lt transmitter ipaddress gt 1 3 6 1 4 1 9 9 156 1 9 4 0 i lt value gt Make sure that all the feature and network services that are listed in the SNMP Services section in the Cisco Unified Serviceability Administration Guide are running Verify that you configured the notification destination properly in the Notification Destination V1 V2
120. anager applications Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting SNMP Developer Tips i e Use the Cisco Unified Serviceability API that is called getservicestatus to provide complete status information including activation status for both Web applications and non Web applications See the AXL Serviceability API Guide for more details e Check service status with this CLI command utils service list e Monitor the servM generated messages with Syslog see the following example Mese is LGgtOss2 Cuseeiee26 lho aly 6 e J27 Mer le lilsi s52 650 Wie CCM_SERVICEMANAGER SERVICEMANAGER 6 ServiceActivated Service Activated Service Name Cisco CallManager SNMP Service App ID Cisco Service Manager Cluster ID Node ID ciscart26 L Note Cisco Unified Communications Manager uses the following Web application services and servlets Cisco UCM Admin Cisco UCM Cisco IP Phone Services Cisco UCM Personal Directory Cisco Unified Serviceability Cisco Unified RTMT Cisco Extension Mobility Cisco Extension Mobility Application Cisco Unified RTMT Reporter Servlet Cisco Tomcat Stats Servlet Cisco Trace Collection Servlet Cisco AXL Web Service Cisco Unified Mobile Voice Access Service Cisco Extension Mobility Cisco IP Manager Assistant Cisco WebDialer Web Service Cisco CAR Web Service and Cisco Dialed Number Analyzer Request Timeout
121. and only if database replication reset or cluster reset fails and replication cannot be restarted Requirements Command privilege level 0 Allowed during upgrade Yes LDAP Authentication Fails This section describes a common issue when LDAP authentication failure occurs Symptom Login fails for end users Authentication times out before the user can log in Possible Cause You misconfigured the LDAP Port in the LDAP Authentication window in Cisco Unified Communications Manager Administration Recommended Action How your corporate directory is configured determines which port number to enter in the LDAP Port field For example before you configure the LDAP Port field determine whether your LDAP server acts as a Global Catalog server and whether your configuration requires LDAP over SSL Consider entering one of the following port numbers Example LDAP Port For When the LDAP Server Is Not a Global Catalog Server e 389 When SSL is not required This port number specifies the default that displays in the LDAP Port field OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues Issues with LDAP Over SSL e 636 When SSL is required If you enter this port number make sure that you check the Use SSL check box Example LDAP Port For When the LDAP Server Is a Global Catalog Server e 3268 When SSL is not required
122. and perform ipconfig flushdns ipconfig registerdns lsrest amp Note To verify DNS resolution make sure that the nslookup tool can resolve the hostnames of servers in the cluster OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Device Issues A Incorrect Device Registration Status Displays Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER Dial Plans and Routing Issues This section addresses common problems that you may experience with dial plans route partitions and calling search spaces e Route Partitions and Calling Search Spaces page 85 e Group Pickup Configuration page 87 e Dial Plan Issues page 88 e Automated Alternate Routing AAR Limitation with Remote Gateways page 90 Route Partitions and Calling Search Spaces Route partitions inherit the error handling capabilities for the Cisco Unified Communications Manager software This means that a console and SDI file trace are provided for logging information and error messages These messages will be part of the digit analysis component of the traces You must know how the Partitions and Calling Search Spaces are configured and what devices are in each partition and its associated calling search space to determine the source of the problem The Calling Search Space determines what numbers are available for making a call The Partition determ
123. are attempted and calls in progress Alarms Administrators use alarms to obtain run time status and state of the Cisco Unified Communications Manager system Alarms contain information about system problems such as explanation and recommended action Administrators search the alarm definitions database for alarm information The alarm definition contains a description of the alarm and recommended actions Trace Administrators and Cisco engineers use trace files to obtain specific information about Cisco Unified Communications Manager service problems Cisco Unified Serviceability sends configured trace information to the trace log file Two types of trace log files exist SDI and SDL Every service includes a default trace log file The system traces system diagnostic interface SDI information from the services and logs run time events and traces to a log file The SDL trace log file contains call processing information from services such as Cisco CallManager and Cisco CTIManager The system traces the signal distribution layer SDL of the call and logs state transitions into a log file Note In most cases you will only gather SDL traces when Cisco Technical Assistance Center TAC requests you to do so Quality Report Tool This term designates voice quality and general problem reporting utility in Cisco Unified Serviceability Command Line Interface Use the command line interface CLI to access the Cis
124. are still having problems use the troubleshooting solutions in the following table Table 9 Troubleshooting Cisco Unified Communications Manager Extension Mobility Problem Description Recommended Action After a user logs out and the phone reverts to the default device profile the user finds that the phone services are no longer available 1 Check the Enterprise Parameters to make sure that the Synchronization Between Auto Device Profile and Phone Configuration is set to True 2 Subscribe the phone to the Cisco Extension Mobility service After logging in the user finds that the phone services are not available This problem occurs because the User Profile did not have any services that were associated with it when the profile was loaded on the phone Perform the following steps 1 Change the User Profile to include the Cisco Extension Mobility service 2 Change the phone configuration where the user is logged in to include Cisco Extension Mobility After the phone is updated the user can access the phone services After performing a login or logout the user finds that the phone resets instead of restarting Locale change may provide the basis for reset If the User Locale that is associated with the login user or profile is not the same as the locale or device after a successful login the phone will perform a restart that is followed by a reset This occurs because the phone configuration file is be
125. as expected but only when the publisher server is offline If you see this symptom and you run utils dbrepication status at the CLI it reports Out of sync OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues Resetting Database Replication When You Are Reverting to an Older Product Release If Out of sync does not display be aware that this is not the problem Possible Cause Database tables remain out of sync between nodes Replication alerts only indicate failure in the replication process and do not indicate when database tables are out of sync Normally if replication is working tables should remain in sync Instances can occur in which replication appears to be working but database tables are Out of sync Recommended Action 1 Reset cluster replication by using CLI commands Ensure servers in the cluster are online with full IP connectivity for this to work Confirm that all servers in the cluster are online by using platform CLIs and Cisco Unified Reporting If the servers are in Replication State 2 run the following command on the publisher server utils dbreplication repair server name If the servers are not in Replication State 2 run the following command on all subscriber servers 2 3 4 5 6 utils dbreplication stop 7 Then run the following commands on the publisher server 8 utils dbreplication stop
126. ase 9 0 1 OL 27404 01 Troubleshooting Tools Sniffer Traces e A managed device designates a network node that contains an SNMP agent and resides on a managed network Managed devices collect and store management information and make it available by using SNMP e An agent as network management software resides on a managed device An agent contains local knowledge of management information and translates it into a form that is compatible with SNMP e A network management system comprises an SNMP management application together with the computer on which it runs An NMS executes applications that monitor and control managed devices An NMS provides the bulk of the processing and memory resources that are required for network management The following NMSs share compatibility with Cisco Unified Communications Manager o CiscoWorks Common Services Software HP OpenView Third party applications that support SNMP and Cisco Unified Communications Manager SNMP interfaces Sniffer Traces OL 27404 01 Typically you collect sniffer traces by connecting a laptop or other sniffer equipped device on a Catalyst port that is configured to span the VLAN or port s CatOS Cat6K IOS XL IOS that contains the trouble information If no free port is available connect the sniffer equipped device on a hub that is inserted between the switch and the device Eke To help facilitate reading and interpreting of the traces by the TAC engin
127. asted 4 sec Mar 1 225215 058 ISDN Sel15 TX gt RELEASE pd 8 callref 0x000B saw i ZzZ5Z15 082 ISDN SEIS RX lt INGLIS IN COMP De 9 Calre 0x800B Mar 1 225215 082 Cause i 0x829F Normal unspecified or Special intercept call blocked group restriction Cisco IOS Gateway with T1 CAS Interface Two types of calls go through the Cisco IOS Gateways the Cisco IOS Gateway interface to the PSTN or PBX with either T1 CAS or T1 PRI interfaces The following debug outputs occur when the Cisco IOS Gateways has T1 CAS interface The debug cas on the Cisco IOS Gateway was turned on The following debug message shows that the Cisco IOS Gateway is sending an off hook signal to the switch yore 5 73583217215 rron NAGE MO S CO IG Ss Tx LOOP CLOSURE ABCD 1111 The following debug message indicates that the switch is sending wink after receiving the loop closure signal from the Cisco IOS Gateway Apr 5 17 58 21 859 from NEAT 0 0 15 Rx LOOP CLOSURE ABCD 1111 Apr 5 17 58 22 083 from NEAT 0 0 15 Rx LOOP OPEN ABCD 0000 The following debug message indicates that the Cisco IOS Gateway is going off hook Nowe UVES SAS AOS iio INVA O es O WS es IS OO CLOSURE e The following output shows the show call active voice brief on the Cisco IOS Gateway when the call is in progress The output also shows the called and calling party number and other useful information
128. at the wrong time may cause an error message to display on the phone OL 27404 01 Troubleshooting Features and Services Problems Using Call Back o User unplugs or resets phone after pressing the CallBack softkey but before Call Back occurs Symptom 1 Caller phone reset occurs after CallBack softkey is pressed but before Call Back is activated Possible Cause The user reset the phone Corrective Action 1 The caller phone does not display the Call Back activation window after the reset and the caller must press the CallBack softkey to view the active Call Back service Call Back notification occurs on the phone Symptom 2 Caller phone reset occurs after Call Back is activated but before called party becomes available Possible Cause The user reset the phone Corrective Action 2 You do not need to perform a corrective action If the reset occurs before the called party becomes available Call Back occurs as expected Symptom 3 Caller phone reset occurs after Call Back is activated but called party becomes available before the reset completes on the caller phone Possible Cause The user reset the phone Corrective Action 3 CallBack notification does not occur automatically so the caller must press the CallBack softkey to view the active Call Back service Caller misses availability notification before phone reset Replace retain screen does not explicitly state that availability notificat
129. ated on the there is an outstanding pending DVO F call awaiting PSTN call first call Additional Documentation For more information about configuring the Cisco Unified Mobile Communicator to operate with Cisco Unified Communications Manager see the following documents e Configuring Cisco Unified Communications Manager for Use With Cisco Unified Mobility Advantage chapter in Installing and Configuring Cisco Unified Mobility Advantage at http www cisco com en US products ps7270 prod_installation_guides_list html e Configuring Features in Cisco Unified Mobility Advantage Dial Via Office at http www cisco com en US products ps7270 products_ installation _and_configuration_guides_list html Troubleshooting Cisco Web Dialer This section covers error messages for the most common issues that relate to Cisco Web Dialer Related Topics Authentication Error on page 121 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Authentication Error i Cisco CTIManager Down on page 122 Destination Not Reachable on page 123 Directory Service Down on page 121 Failed to Open Device Line on page 123 Service Temporarily Unavailable on page 121 Session Expired Please Login Again on page 122 User Not Logged in on Any Device on page 122 Authentication Error Symptom Cisco Web Dialer displays the following message
130. ay does not perform called party modification 5 Create a route pattern in the TehoBr1 forHQPt partition 6 Ensure that no called party modifications are applied in the route pattern Results In an out of bandwidth situation after Unified CM tries to allocate the first route group for TEHO BR1 route group Unified CM retries the second route group at which point the system strips the 91919 string and replaces it with the 1919 string which is suitable for long distance dialing Because the string is configured for use by the local gateway less rerouting takes place AAR works on a per external phone number mask basis and cannot be processed for an external PSTN number because the system does not know the phone number mask of the PSTN number This workaround provides AAR functionality and improves network resiliency E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER 6 CiscoUnifiedCommunicationsManagerServices Issues This section covers the solutions for the most common issues that relate to Cisco Unified Communications Manager services e No Available Conference Bridge page 91 Hardware Transcoder Not Working As Expected page 93 e No Supplementary Services Are Available on an Established Call page 94 No Available Conference Bridge Symptom The following message displays No Conference Bridge Available Possible Cause This could indicate either a softwar
131. being used on the voice gateway 2 Ifthe MGCP is being used add the no mgcep timer receive rtcp command OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Voice Messaging Issues Cisco Unity System Does Not Roll Over Receive Busy Tone 3 If MGCP is not on the voice gateway enable Skinny traces for the Cisco Unity server and Cisco Communications Manager traces For information on setting Cisco Unity diagnostic traces refer to the Diagnostic Trace Utilities and Logs section of the applicable Cisco Unity Troubleshooting Guide at http www cisco com en US products sw voicesw ps2237 prod_troubleshooting guides _list html3 Cisco Unity System Does Not Roll Over Receive Busy Tone Symptom Cisco Unity system does not get past the first line and will not roll over to the second port Example Call 5000 from 1001Get Unity Place the call on Hold Press New Call Dial 5000 Get Busy tone Press End Call Press Resume Call Press End Call Possible Cause The Cisco Messaging Interface CMI service is configured with the same number as Cisco Unity 5000 and it is registering the intercept so the call is hitting the CMI Recommended Action Check the CMI service parameters to ensure that the voicemaildn parameter is not configured Calls That Are Forwarded to Voice Messaging System Get Treated as a Direct Call to Cisco Unity System Symptom Calls from one
132. blem After you apply the appropriate fix verify the sound quality by performing the following procedure 1 Test by disabling silence suppression then place calls between the two sites Do not place the calls on hold or on mute because this will stop packets from being transmitted 2 With the maximum number of calls across the WAN the calls should all have acceptable quality 3 Test to make sure that a fast busy is returned when you try to make one more call Related Topics Lost or Distorted Audio on page 64 Symptom Echo occurs when the speech energy that is being generated and transmitted down the primary signal path gets coupled into the receive path from the far end The speaker then receives his or her own voice delayed by the total echo path delay time Voice can reflect back This can happen but goes unnoticed in a traditional voice network because the delay occurs so lowly To the user it sounds more like a side tone than an echo In a VoIP network it will always be noticeable because packetization and compression contribute to the delay OL 27404 01 Device Issues One Way Audio or No Audio Possible Cause Remember that the cause of the echo always lies with analog components and wiring For instance IP packets cannot simply turn around and go back to the source at a lower audio level or on digital T1 E1 circuits The only exception may occur if one party is using a speakerphone that has the volume set too
133. btaining Support and Security Guidelines xvi Cisco Product Security Overview xvi CHAPTER 1 Troubleshooting Overview 1 Cisco Unified Serviceability 1 Cisco Unified Communications Operating System Administration 2 General Model of Problem Solving 2 Network Failure Preparation 3 Where to Find More Information 3 CHAPTER 2 Troubleshooting Tools 5 Cisco Unified Serviceability Troubleshooting Tools 5 Command Line Interface 6 Kerneldump Utility 7 Network Management 8 System Log Management 8 Cisco Discovery Protocol Support 8 Simple Network Management Protocol Support 8 Sniffer Traces 9 Debugs 9 Cisco Secure Telnet 10 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Contents Packet Capture 10 Packet Capturing Overview 10 Configuration Checklist for Packet Capturing 11 Adding an End User to the Standard Packet Sniffer Users Group 11 Configuring Packet Capturing Service Parameters 12 Configuring Packet Capturing in the Phone Configuration Window 13 Configuring Packet Capturing in Gateway and Trunk Configuration Windows 13 Packet Capturing Configuration Settings 15 Analyzing Captured Packets 16 Common Troubleshooting Tasks Tools and Commands 16 Troubleshooting Tips 19 System History Log 20 System History Log Overview 20 System History Log Fields 21 Accessing the System History Log 22 Audit Logging 23 Verify Cisco Unified Communications Manager Services Are Running 27 CHAPT
134. c or V3 Configuration window Verify that you configured the community string user privileges correctly including Notify permissions in the Community String V1 V2c or User V3 Configuration window CISCO CCM MIB Tips General Tips This section contains tips for CISCO CCM MIB Related Topics Frequently Asked Questions on page 144 General Tips on page 140 Limitations on page 143 e Be sure to set the trace setting to detailed for Cisco UCM SNMP Service refer to the Cisco Unified Serviceability Administration Guide Execute the command snmp walk c lt community gt v2 lt ipaddress gt 1 3 6 1 4 1 9 9 156 1 1 2 e Get the Cisco Unified Communications Manager version details e Collect the following logs and information e SNMP Master Agent path platform snmp snmpdm and Cisco UCM SNMP Service path cm trace ccmmib sdi by using TLC in RTMT or this CLI command file get activelog Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting General Tips i e SNMP package version by using this CLI command show packages active snmp e MMF Spy output for phone by using this CLI command show risdb query phone e Send the trace logs and MMFSpy data for further analysis The following table provides procedures for verifying that CISCO CCM MIB SNMP traps get sent Table 15 How to Check CISCO CCM MIB SNMP Traps Trap Verification Procedure
135. cal Syslog destination from the Alarm configuration that is available on Cisco UCM Serviceability window Alarm gt Configuration Reproduce the traps and see whether corresponding alarms are logged into the CiscoSyslog file e Receiving syslog messages as traps To receive syslog messages above a particular severity as traps set the following 2 MIB objects in the clogBasic table e clogNotificationsEnabled 1 3 6 1 4 1 9 9 41 1 1 2 Set this to true 1 to enable syslog trap notification Default value specifies false 2 For example snmpset c lt Community String gt v 2c lt transmitter ip address gt 1 3 6 1 4 1 9 9 41 1 1 2 0 i lt value gt e clogMaxSeverity 1 3 6 1 4 1 9 9 41 1 1 3 Set the severity level above which traps are desired Default value specifies warning 5 All syslog messages with alarm severity lesser than or equal to configured severity level get sent as traps if notification is enabled For example snmpset c lt Community String gt y 2 lt transmitter ip address gt 1 3 6 1 4 1 9 9 41 1 1 3 0 i lt value gt What are the different traps that are defined for Cisco Unified Communication Manager The CISCO CCM MIB contains the following list of defined traps Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting Frequently Asked Questions e ccmCallManagerFailed Indication that the Cisco UCM process detects a failure in one of i
136. cate check to make sure that the Issuer field matches the Subject field If the Issuer field and Subject field do not match the certificate is not a root certificate it is an intermediate certificate In this case identify the complete chain from root to the last intermediate certificate and upload the complete chain to the directory trust store In addition check the Validity field to ensure the certificate has not expired If the intermediate is expired get the new chain from the certificate authority along with the new leaf that is signed by using the new chain If only the leaf certificate is expired get a new signed certificate Open LDAP Cannot Verify the Certificate to Connect to the LDAP Server Symptom End user authentication via CTI JTAPI clients fails but user authentication to Unified CM works Possible Cause Open LDAP cannot verify the certificate to connect to the LDAP server Explanation Certificates are issued with a Fully Qualified Domain Name FQDN The Open LDAP verification process matches the FQDN with the server that is being accessed Because the uploaded certificate uses FQDN and the web form is using IP Address Open LDAP cannot connect to the server Recommended Action e If possible use DNS OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues A Slow Server Response During the Certifica
137. ccmPhoneDevicePoolIndex does not get supported so it returns zero 0 The Cisco UCM device registration alarm currently does not contain the device pool information HOST RESOURCES MIB Tips HOST RESOURCES MIB retrieves information about all the processes that are running on the system from hrSWRunTable Use the HOST RESOURCES MIB when you want to monitor all the processes that are running in the system To monitor only the installed Cisco application use SYSAPPL MIB Related Topics Disk Space and RTMT on page 149 Frequently Asked Questions on page 150 Logs for Collection on page 149 Logs for Collection Collect the following logs and information for troubleshooting purposes The hostagt log files by executing the file get activelog platform snmp hostagt command The syslog files by executing the file get activelog syslog command e Master SNMP Agent log files by executing the file get activelog platform snmp snmpdm command e Sequence of operations performed Disk Space and RTMT The used and available disk space values that are shown by HOST RESOURCES MIB may not match the disk space values that are shown by RTMT due to the minfree percentage of reserved file system disk blocks Because the minfree value for Cisco Unified Communications Manager in Release 7 1 x and later systems equals percent you will see a percent difference between the used disk space value that is shown by RTMT and HOST RESOURCES MIB e In R
138. ce 2 paths established ip e74610ac port H245Interface 2 OLC outgoing confirm ip fc4610ac The following traces show the calling and called party number which associates with an IP address and a hexidecimal value LOsOGsil4 197 CCM StationD stationOutputStartMediaTransmission tcpHandle 0x1c64310 myIP e74610ac 172 16 70 231 16 06 14 187 CCM StationD RemotelIpAddr ECESIOEG 172 16 70252 The following traces show the packet sizes and the MAC address of the Cisco IP Phone 2002 The disconnect then on hook messages follow these traces RemoteRtpPortNumber 29626 msecPacketSize 20 compressionType SEP003094C26105 LGSOGLI1G SIS OCM tcpHandle 0x1c64 MGESOSSiG SiS CCM tcpHandle 0x1c64 16 065316 591 CCM HAAS PraOwoOcol 16306416591 CCM LESOSSILG 531 CCM 162063167551 GCM bw available 163063 16753 CCM sending disconne 16306316755 CCM disconnect repli party2 16777220 162055165531 CCM MediaManager 2 WORO EROPA CCM tcpHandle 0x1c64 4 Media Payload G711Ulaw64k16 06 16 515 CCM Device A UnRegisters with SDL Link to monitor NodeID 1 StationD stationOutputCloseReceiveChannel SLO mis emago G72 10S 37 0 42 SL StationD stationOutputStopMediaTransmission JLO wives STLC 172 iGo V0 2S In Message H225ReleaseCompleteMsg Protocol Te Q931CauselIe IEData 08 02 80 90 Ie H225UserUserle IEData 7E 00 1D 05 05 80 06 Locations Orig 1 BW 64D
139. ces trace information to various log files for troubleshooting Administrators can configure collect and view trace information e Monitors real time behavior of the components in a Cisco Unified Communications Manager cluster through the real time monitoring tool RTMT e Generates reports for Quality of Service traffic and billing information through Cisco Unified Communications Manager CDR Analysis and Reporting CAR e Provides feature services that you can activate deactivate and view through the Service Activation window e Provides an interface for starting and stopping feature and network services e Archives reports that are associated with Cisco Unified Serviceability tools e Allows Cisco Unified Communications Manager to work as a managed device for SNMP remote management and troubleshooting e Monitors the disk usage of the log partition on a server or all servers in the cluster Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Overview Cisco Unified Communications Operating System Administration Access Cisco Unified Serviceability from the Cisco Unified Communications Manager Administration window by choosing Cisco Unified Serviceability from the Navigation drop down list box Installing the Cisco Unified Communications Manager software automatically installs Cisco Unified Serviceability and makes it available Refer to the Cisco Unified Serv
140. cessfully failed e Restore initiated successfully failed e Backup cancelled successfully Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools A Audit Logging e Backup completed successfully failed e Restore completed successfully failed e Save update delete enable disable of backup schedule e Save update delete of destination device for backup For Cisco Business Edition 5000 Cisco Unity Connection Administration logs the following events e User logging user logins and user logouts e All configuration changes including but not limited to users contacts call management objects networking system settings and telephony Task management enabling or disabling a task e Bulk Administration Tool bulk creates bulk deletes e Custom Keypad Map map updates For Cisco Business Edition 5000 Cisco PCA logs the following events e User logging user logins and user logouts e All configuration changes made via the Messaging Assistant For Cisco Business Edition 5000 Cisco Unity Connection Serviceability logs the following events e User logging user logins and user logouts All configuration changes e Activating deactivating starting or stopping services For Cisco Business Edition 5000 clients that use the REST APIs log the following events e User logging user API authentication e API calls that utilize Cisco Unity Connection P
141. co Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues Troubleshooting Encryption for Phones and Cisco 1OS MGCP Gateways e In DER encoded format CAPF cer e In PEM encoded format 0 extension file that contains the same common name string as the CAPF cer Verifying That a Locally Significant Certificate Exists on the Phone You can verify that the locally significant certificate is installed on the phone at the Model Information or Security Configuration phone menus and by viewing the LSC setting Refer to the Cisco Unified IP Phone Administration Guide for your phone model and type SCCP or SIP for additional information Verifying That a Manufacture Installed Certificate MIC Exists in the Phone You can verify that a MIC exists in the phone at the Model Information or Security Configuration phone menus and by viewing the MIC setting Refer to the Cisco Unified IP Phone Administration Guide for your phone model and type SCCP or SIP for additional information Troubleshooting Encryption for Phones and Cisco OS MGCP Gateways This section contains information about troubleshooting encryption for phones and Cisco IOS MGCP Gateways Related Topics Using Packet Capturing on page 54 Using Packet Capturing Because third party troubleshooting tools that sniff media and TCP packets do not work after you enable SRTP encryption you must use Cisco Unified Communications Manager Admin
142. co Unified Communications Manager Registration Process on page 167 Cisco Unified IP Phone Initialization Process on page 164 Sample Topology on page 163 Self Starting Processes on page 165 Troubleshooting Tools on page 5 Sample Topology You have two clusters that are named Cluster and Cluster 2 the two Cisco Unified Communications Managers in Cluster 1 are called Unified CM3 and Unified CM4 while the two Cisco Unified Communications Managers in Cluster 2 are called Unified CM1 and Unified CM2 The traces that are collected for this case study come from Unified CM1 which is located in Cluster 2 as shown in the following figure The two Cisco Unified IP Phones in Cluster 2 provide the basis for the call OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Case Study Troubleshooting Cisco Unified IP Phone Calls Cisco Unified IP Phone Initialization Process flow The IP addresses of these two Cisco Unified IP Phones specify 172 16 70 230 directory number 1000 and 172 16 70 231 directory number 1001 respectively Figure 2 Sample Topology of Intracluster Cisco Unified IP Phone to Cisco Unified IP Phone Calls IOS Gatekeeper oe 4 7 172 16 70 241 gt X 172 16 70 255 Unified Cs CM1 C IP WAN gt 243 J SA 172 16 70 228 fT ae s Sab f X gg TF Ss Cluster 1 a a E 2 f Zone 1 k OEE i Se lt a 3 T1 PRI T1 C
143. co Unified Communications Manager system for basic maintenance and failure recovery Obtain access to the system by either a hard wired terminal a system monitor and keyboard or by performing a SSH session The account name and password get created at install time You can change the password after install but you never can change the account name A command represents a text instruction that caused the system to perform some function Commands may be stand alone or they can have mandatory or optional arguments or options E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 _ Troubleshooting Tools Kerneldump Utility i A level comprises a collection of commands for example show designates a level whereas show status specifies a command Each level and command also includes an associated privilege level You can execute a command only if you have sufficient privilege level For complete information on the Cisco Unified Communications Manager CLI command set see the Command Line Interface Reference Guide for Cisco Unified Solutions Kerneldump Utility The kerneldump utility allows you to collect crash dump logs locally on the affected machine without requiring a secondary server In a Cisco Unified Communications Manager cluster you only need to ensure the kerneldump utility is enabled on the server before you can collect the crash dump information XY Note Cisco recommend
144. contains one of following reasons e Insert of the announcement failed Check whether the Cisco IP Voice Media Streaming App service is running in Cisco Unified Serviceability If it is running check that the Annunciator service parameter for the Cisco IP Voice Media Streaming App service is set to True Furthermore there could be codec mismatch The annunciator supports G 711 G 729 and Cisco Wideband codec which the caller device may not support e Announcement can t be played because no early media capability tThe caller device does not supports the early media capability Some devices that support the early media capability are SIP trunk and H323 trunk OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Features and Services a Troubleshooting Hotline e Redirect Call Error with Error Code Check the Diversion Rerouting Calling Search Space configured in the external call control profile to determine whether it includes the partition of a redirected destination device Extend Call Error with Error Code Perhaps a destination is busy or unregistered or the destination pattern is a translation pattern that is not associated with a device Cisco Unified Communications Manager Administration reports an error processing an uploaded custom announcement e Verify that the custom announcement wav file is in proper format that is Windows PCM 16 bit 1600
145. cs Logical Partitioning Does Not Function As Expected on page 135 Logical Partitioning Policies Require Adjustment on page 136 Logical Partitioning Does Not Function As Expected Symptom Logical partitioning does not function as expected Corrective Action Perform the following actions to correct the problem e Check whether the Enable Logical Partitioning enterprise parameter is set to True e Check that the device is associated with a valid geolocation at the device or device pool level e Check that the device is associated with a valid geolocation filter that comprises a selection of some of the geolocation fields at the device or device pool level e If the Logical Partitioning Default Policy enterprise parameter specifies DENY check whether ALLOW logical partitioning policies between GeolocationPolicy of a gateway and GeolocationPolicy of a VoIP site are configured e Make sure that the case is correct for the fields of the logical partitioning GeolocationPolicy records and matches the case that is configured for geolocation records Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services A Logical Partitioning Policies Require Adjustment e Example The following geolocations exist US NC RTP BLD1 and US TX RCDN bld1 When the GeolocationPolicy records get configured from logical partitioning policy records you can configure the followin
146. der Be aware that this is possible only if ROOT REMOTE login is available e The Is listing of the preceding folder Be aware that this is possible only if ROOT REMOTE login is available e Perfmon logs by executing the file get activelog em log ris esv CLI command e Details of the set of actions that are performed that resulted in the issue e Ccmservice logs by executing the file get activelog tomcat logs ccmservice log4j CLI command e SNMP package version by execute the show packages active snmp CLI command e MMF Spy output for phone by executing the show risdb query phone CLI command If multiple OIDs are specified in the SNMP request and if the variables are pointing to empty tables in CISCO CCM MIB the request takes longer In case the getbulk getnext getmany request has multiple OIDs in its request PDU with the subsequent tables being empty in the CISCO CCM MIB the responses may specify NO_SUCH_NAME for SNMP v1 version or GENERIC_ERROR for SNMP v2c or v3 version e Reason This timeout occurs due to the code that was added to enhance the performance of the CCMAgent and throttle when it gets a large number of queries thus protecting the priority of Cisco Unified Communications Manager call processing engine e Workaround o Use the available scalar variables 1 3 6 1 4 1 9 9 156 1 5 to determine the table size before accessing the table or do the get operation on the desired table first and then query the nonempty
147. dicates to divert A to C the route for C says indicates to divert A to D D has CFA enabled to E The route for E says to divert to A to F and so on Cisco Unified Communications Manager cannot parse the call routing directives mandatory parameters or XACML from the adjunct route server e RTMT show the error alarm ErrorParsingDirectiveFromPDP This alarm contains one of following reasons e Error parsing the route decision from adjunct route server The route decision from the adjunct route server is indeterminate e The route decision from adjunct route server is not applicable p Tip For the preceding bullets check the adjunct route server route rule and configuration Cisco Unified Communications Manager routes the call based on the failure treatment e An adjunct route server diverts a call without a destination in the obligation Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Troubleshooting External Call Control i p Tip Check the obligation configuration on the adjunct route server The obligation should have a destination for the call routing directive divert e Call was denied The adjunct route server denies a call but the CIXML response contains an obligation other than reject p Tip On the adjunct route server check that the obligation for the call routing directive reject The preceding bullet
148. dit log configuration role provides the ability to delete audit logs read update access to Cisco Unified Real Time Monitoring Tool Trace Collection Tool RTMT Alert Configuration the Control Center Network Services window RTMT Profile Saving the Audit Configuration window and a new resource called Audit Traces For Cisco Unity Connection in Cisco Business Edition 5000 the application administration account that was created during installation has the Audit Administrator role and can assign other administrative users to the role Cisco Unified Communications Manager creates one application audit log file until the configured maximum file size is reached then it closes and creates a new application audit log file If the system specifies rotating the log files Cisco Unified Communications Manager saves the configured number of files Some of the logging events can be viewed by using RTMT Syslog Viewer The following events get logged for Cisco Unified Communications Manager Administration e User logging user logins and user logouts e User role membership updates user added user deleted user role updated e Role updates new roles added deleted or updated e Device updates phones and gateways e Server configuration updates changes to alarm or trace configurations service parameters enterprise parameters IP addresses host names Ethernet settings and Cisco Unified Communications Manager server additions or deletions
149. ds that you do not enable packet capturing for many devices at the same time because this task may cause high CPU usage in your network If you do not want to capture packets or if you completed the task set the Packet Capture Enable service parameter to False To configure packet capturing settings in the Gateway or Trunk Configuration window perform the following procedure Procedure 1 Before you configure the packet capturing settings see the topics related to packet capturing configuration 2 Perform one of the following tasks e Find the Cisco IOS MGCP gateway as described in the Cisco Unified Communications Manager Administration Guide e Find the H 323 gateway as described in the Cisco Unified Communications Manager Administration Guide Find the H 323 H 245 H 225 trunk as described in the Cisco Unified Communications Manager Administration Guide e Find the SIP trunk as described in the Cisco Unified Communications Manager Administration Guide 3 After the configuration window displays locate the Packet Capture Mode and Packet Capture Duration settings Tip If you located a Cisco IOS MGCP gateway ensure that you configured the ports for the Cisco IOS MGCP gateway as described in the Cisco Unified Communications Manager Administration Guide The packet capturing settings for the Cisco IOS MGCP gateway display in the Gateway Configuration window for endpoint identifiers To access this window click the endp
150. e OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Troubleshooting Features and Services A Calls Over SIP Trunks Fail e In the Server Configuration window verify that you configured either the host name or the IPv6 address for the Cisco Unified Communications Manager server in the Ipv6 Name field If you configured a host name verify that you configured DNS to resolve the host name to an IPv6 address e Verify that the Cisco Unified Communications Manager server has one non link local IPv6 address only e If the phone gets an IPv6 address via stateless autoconfiguration verify that you configured the Allow Auto Configuration for Phone setting as On e Verify that the Cisco CallManager and Cisco TFTP services are running Calls Over SIP Trunks Fail Symptom Incoming calls fail if they come over a SIP trunk that has an IP Addressing Mode of IPv6 Only Corrective Action e Via the CLI verify that you enabled IPv6 on the Cisco Unified Communications Manager server e In the Enterprise Parameter Configuration window verify that the Enable IPV6 enterprise parameter is set to True e Verify that the INVITE does not contain IPv4 signaling Symptom Outgoing calls fail if they come over a SIP trunk that has an IP Addressing Mode of IPv6 Only Corrective Action e Via the CLI verify that you enabled IPv6 for the operating system on the Cisco Unified Communications Manager s
151. e 8 Sniffer Traces page 9 Debugs page 9 Cisco Secure Telnet page 10 Packet Capture page 10 Common Troubleshooting Tasks Tools and Commands page 16 Troubleshooting Tips page 19 System History Log page 20 Audit Logging page 23 Verify Cisco Unified Communications Manager Services Are Running page 27 Cisco Unified Serviceability Troubleshooting Tools Refer to the Cisco Unified Serviceability Administration Guide for detailed information of the following different types of tools that Cisco Unified Serviceability provides to monitor and analyze the various Cisco Unified Communications Manager systems OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Troubleshooting Tools A Command Line Interface Table 2 Serviceability Tools Term Definition Cisco Unified Real Time Monitoring Tool RTMT This tool provides real time information about Cisco Unified Communications Manager devices and performance counters as well as enables you to collect traces Performance counters can be system specific or Cisco Unified Communications Manager specific Objects comprise the logical groupings of like counters for a specific device or feature such as Cisco Unified IP Phones or Cisco Unified Communications Manager System Performance Counters measure various aspects of system performance Counters measure statistics such as the number of registered phones calls that
152. e 9 0 1 Troubleshooting Features and Services Troubleshooting Call Back Possible Cause Built in Bridge setting in Phone Configuration for the target phone did not get set properly Corrective Action To resolve the problem perform the following steps Procedure 1 From Cisco Unified Communications Manager Administration go to Device gt Phone and click Find the phone to find the phone configuration of the phone that is having the problem 2 Set the Built In Bridge parameter to On 3 Click Update 4 Reset the phone Troubleshooting Call Back This section provides symptoms possible causes recommended actions and error messages when Call Back does not work as expected Related Topics Error Messages for Call Back on page 104 Locating the Call Back Log Files on page 104 Problems Using Call Back on page 102 Problems Using Call Back E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 This section describes problems possible causes recommended actions and error messages if applicable to the problem User presses Callback softkey before phone rings Symptom During a call the CallBack softkey may display on the phone even though the phone is not ringing yet Possible Cause User may not be pressing the CallBack softkey at the appropriate time Corrective Action Users must press the CallBack softkey after a ringing or busy signal is received Pressing the softkey
153. e for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER 9 SNMP Troubleshooting This chapter provides information for use in SNMP troubleshooting Troubleshooting Tips page 139 e CISCO CCM MIB Tips page 140 e HOST RESOURCES MIB Tips page 149 e CISCO CDP MIB Tips page 152 e SYSAPP MIB Tips page 152 e SNMP Developer Tips page 154 e Where to Find More Information page 156 Troubleshooting Tips Review this section for troubleshooting tips e Make sure that all the feature and network services that are listed in the SNMP Services section in the Cisco Unified Serviceability Administration Guide are running e Verify that the community string or SNMP user is properly configured on the system You configure the SNMP community string or user by choosing SNMP gt V1 V2 gt Community String or SNMP gt V3 gt User in Cisco Unified Serviceability Refer to Cisco Unified Serviceability Administration Guide for more information Cannot poll any MIBs from the system This condition means that the community string or the SNMP user is not configured on the system or they do not match with what is configured on the system amp Note By default no community string or user gets configured on the system Check whether the community string or SNMP user is properly configured on the system by using the SNMP configuration windows Troubleshooting Guide for Cisco Unified Communications M
154. e gateway needs to receive its list of redundant Cisco Unified Communications Managers If the card is not getting its TFTP information correctly check the TFTP service on the Cisco Unified Communications Manager and make sure it is running 22 Check the TFTP trace on the Cisco Unified Communications Manager Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Device Issues Gateway Registration Failure Another common problem occurs if the gateway is not configured correctly on the Cisco Unified Communications Manager A typical error involves entering an incorrect MAC address for the gateway If this is the case for a Catalyst 6000 gateway you will probably get the following messages on the NMP console every 2 minutes 2000 Apr 14 19 24 08 SSYS 4 MODHPRESET Host process asynchronously2000 Apr 14 19 26 05 7 1 got reset asynchronously 2000 Apr 14 19 28 02 SSYS 4 MODHPRESET Host process asynchronously SYS 4 MODHPRESET Host process 860 7 1 got reset 860 860 7 1 got reset The following example shows what the tracy output would look like if in the Cisco CallManager database Booting DHCP for dynamic configuration the gateway is not OOEO OOM COM CFG 00 00 05 370 CEG INIT REBOOT 00 00 05 370 CEG 00 00 05 370 CEG 00 00 05 370 CFG OORO08 0553 70 CEG 00 00 05 370 CFG 00 00 05 370 CEG 00 00 05 3770 CEG 00 00 05
155. e or a hardware problem Recommended Action 1 Check to see whether you have any available software or hardware conference bridge resources that are registered with Cisco Unified Communications Manager 2 Use the Cisco Unified Communications Manager Cisco Unified Real Time Monitoring Tool to check the number of Unicast AvailableConferences The Cisco IP Voice Media Streaming application performs the conference bridge function One software installation of Cisco IP Voice Media Streaming will support 16 Unicast Available Conferences three people conference as shown in the following trace Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager Services Issues No Available Conference Bridge XY Note The number of supported devices may vary with different Cisco Unified Communications Manager releases Refer to the appropriate version of Cisco Unified Communications Manager documentation at the following location http www cisco com en US products sw voicesw ps556 products_documentation_roadmaps_list html 10 59 29 951 CCM CallManager UnicastBridgeControl wait Cejeloillicies StationCepRese Devices CPB kirribilli Registered ConfBridges 16 Streams 48 tcpHandle 4f12738 10 59 29 951 CCM CallManager UnicastBridgeManager UnicastBridgeRegistrationReq Device Registration Complete for Name Xod 6 6 DeviceType 50 ResourcesAvailable 1
156. e setting up dial in do not use login cisco or password cisco because they constitute a vulnerability to the system You may resolve many issues very quickly by allowing the TAC engineer remote access to the devices through one of the following methods Equipment with public IP address e Dial in access In decreasing order of preference analog modem Integrated Services Digital Network ISDN modem virtual private network VPN e Network Address Translation NAT IOS and private Internet exchange PIX to allow access to equipment with private IP addresses Ensure that firewalls do not obstruct IOS traffic and PIX traffic during engineer intervention and that all necessary services such as Terminal Services start on the servers L Note TAC handles all access information with the utmost discretion and no changes will get made to the system without customer consent Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Opening a Case With TAC Cisco Secure Telnet i Cisco Secure Telnet X Cisco Secure Telnet offers Cisco Service Engineers CSE transparent firewall access to Cisco Unified Communications Manager servers on your site Cisco Secure Telnet works by enabling a Telnet client inside the Cisco Systems firewall to connect to a Telnet daemon behind your firewall This secure connection allows remote monitoring and maintenance of your Cisco Unified Communica
157. e that is part of the trust chain other than the top level This follows the hierarchy starting from root till the last intermediate e Leaf Certificate The certificate issued to the service server which is signed by the immediate intermediate For example your company has two certificates and a root certificate in your certificate chain The following example shows the contents of a certificate Data Version 3 0x2 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Open LDAP Cannot Verify the Certificate to Connect to the LDAP Server i Serial Number 77 a2 0f 36 7 07 12 9 41 a0 84 5f c3 0c 64 64 Signature Algorithm shal WithRSAEncryption Issuer DC com DC DOMAIN3 CN jim Validity e Not Before Apr 13 14 17 51 2009 GMT e Not After Apr 13 14 26 17 2014 GMT Subject DC com DC DOMAIN3 CN jim Recommended Action If you have a two node chain the chain contains the root and leaf certificate In this case uploading the root certificate to the directory trust is all you need to do If you have more than a two node chain the chain contains the root leaf and intermediate certificates In this case the root certificate and all the intermediate certificates excluding the leaf certificate needs to be uploaded to the directory trust At the highest level in the certificate chain that is for the root certifi
158. e the global configuration command no ip routing To enable IP routing enter the following global configuration command in your Cisco IOS gateway voice ios gwy config ip routing Check Basic IP Routing Ensure that basic IP access should always gets checked first Because RTP streams have no connections transported over UDP traffic may travel successfully in one direction but get lost in the opposite direction Check the following conditions Default gateways configured at the end stations e IP routes on the default gateways mentioned above leading to the destination networks The following list explains how to verify the default router gateway configuration on various Cisco Unified IP Phones e Cisco Unified IP Phone model 7910 Press the Settings button select option 6 push volume down until the Default Router field shows up e Cisco Unified IP Phone model 7960 40 Press Settings button select option 3 scroll down until the Default Router field shows up e Cisco Unified IP Phone model 2SP 30VIP Press then press until gtwy shows up Note For Cisco DT24 Gateways check the DHCP Scope and make sure that a Default Gateway 003 router option exists in the scope The 003 router parameter populates the Default Gateway field in the devices and PCs Scope option 3 should have the IP address of the router interface that will be doing routing for the gateway Bind the H 323 Signaling to a Specific IP Addres
159. eGroup AllPorts Part of the initialization process shows that Cisco Unified Communications Manager is adding Dns Directory Numbers By reviewing these messages you can determine whether the Cisco Unified Communications Manager read the directory number from the database GO Zales Gr CeMlINe Gee 1 EventId 1540 EventClass 2 EventiInfo Call control started16 02 51 843 CCM ProcessDb Dial BOOK Line 0 Display RouteThisPattern NetworkLocation OffNet DigitDiscardingInstruction 1 WhereClause LGZOLAS Sil 35S CCM Digit analysis Ack local parctcora 2S0 BIDS 1 80 il 16 02 51 859 CCM ForwardManager Started 16 02 51 984 CCM CallParkManager Started 16 02 52 046 CCM ConferenceManager Started In the following traces the Device Manager in Cisco Unified Communications Manager statically initializes two devices The device with IP address 172 17 70 226 represents a gatekeeper and the device with IP address 172 17 70 245 gets another Cisco Unified Communications Manager in a different cluster That Cisco Unified Communications Manager gets registered as an H 323 Gateway with this Cisco Unified Communications Manager 16 02 52 250 CCM DeviceManager Statically Initializing Device DeviceName 172 16 70 22616 02 52 250 CCM DeviceManager Statically Initializing Device DeviceName 172 16 70 245 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Case
160. ed to activate Call Back but it is already active Recommended Action The error message provides the recommended action Error Message CallBack cannot be activated for xxxx Explanation A user tried to activate Call Back and the extension is not found in the database Recommended Action The user must try again or the administrator must add the directory number to Cisco Unified Communications Manager Administration Error Message Service is not active Explanation You set the Callback Enabled Flag service parameter to False which means that the feature remains disabled Recommended Action For the Call Back feature configure the Cisco CallManager service parameter Callback Enabled Flag to True Locating the Call Back Log Files E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Traces for the Call Back feature exist as Cisco Communications Manager and CTIManager SDL and SDI records To access the traces refer to the Cisco Unified Serviceability Administration Guide OL 27404 01 Troubleshooting Features and Services Troubleshooting Call Control Discovery i Troubleshooting Call Control Discovery The following alarms support the call control discovery feature To access the alarm definitions in Cisco Unified Serviceability choose Alarm gt Definitions The alarms support the CallManager alarm catalog choose CallManager Alarm Catalog gt CallManager e SAFUnknownService e Informa
161. een Border IN KA and Interior IN KA The following possible policies match in order where ZN represents a Country field entry and KA represents an Al field entry GeolocationPolicyA GeolocationPolicyB Policy Border IN KA Interior IN KA Allow Deny Border IN KA Interior IN Allow Deny Border IN KA Interior Allow Deny Border IN Interior IN KA Allow Deny Border IN Interior IN Allow Deny Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Logical Partitioning Policies Require Adjustment i GeolocationPolicyA GeolocationPolicyB Policy Border IN Interior Allow Deny Border Interior IN KA Allow Deny Border Interior IN Allow Deny Border Interior Allow Deny Example of Logical Partitioning Policies That Do Not Match In contrast if the field of a geolocation is missing in a logical partitioning policy the necessary match does not occur The following logical partitioning policies do not include the Country field entry which specifies IN Border KA Interior KA Border BLR Interior BLR Border KA BLR Interior KA BLR amp Note Country IN is missing Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services A Logical Partitioning Policies Require Adjustment Troubleshooting Guid
162. eer Cisco recommends using Sniffer Pro software because it is widely used within the TAC Have available the IP MAC addresses of all equipment that is involved such as IP phones gateways Cisco Unified Communications Managers and so on Debugs The output from debug privileged EXEC commands provides diagnostic information about a variety of internetworking event that relate to protocol status and network activity in general Set up your terminal emulator software such as HyperTerminal so it can capture the debug output to a file In HyperTerminal click Transfer then click Capture Text and choose the appropriate options Before running any IOS voice gateway debugs make sure that service timestamps debug datetime msec is globally configured on the gateway amp Note Avoid collecting debugs in a live environment during operation hours Preferably collect debugs during non working hours If you must collect debugs in a live environment configure no logging console and logging buffered To collect the debugs use show log Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Tools Cisco Secure Telnet Because some debugs can be lengthy collect them directly on the console port default logging console or on the buffer Logging buffer Collecting debugs over a Telnet session may impact the device performance and the result could be incomplete debugs which require
163. ement new disk and then subsequent DRS restoration For such servers Cisco highly recommends that you preconfigure DRS and schedule daily backups This would provide maximum data recovery in the case of any such catastrophic failures For information on DRS refer to the Disaster Recovery Administration Guide Limitations Before you begin you must understand the following limitations about RAID rebuild These procedures apply to the Cisco Unified Communications Manager 7 1 2 release and later releases These RAID rebuild procedures strictly do not apply to the following server models that have only one single physical disk Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Performing Failed RAID Disk Replacement i MCS 7816 H3 o MCS 7816 I3 o MCS 7816 I4 o MCS 7816 15 e The RAID rebuild will have Input Output I O performance impact so be sure to schedule the failed disk replacement and rebuild operations only during off peak hours or in a maintenance window e Failed disk replacement instructions only get supported for the RAIDed server configuration as mentioned in each section and apply only when one of the RAIDed disks fails An SNMP or an RTMT trap or a disk LED status on supported servers only usually detects this failure You can manually check the status of RAIDed drives by using the CLI command show hardware a
164. en Region1 and Region2 is G 729 The following scenarios apply e Ifcaller on Phone A initiates a call Cisco Unified Communications Manager realizes it is a Cisco Unified IP Phone model 7960 which supports G 729 After the digits are collected the Cisco Unified Communications Manager determines that the call is destined for User D who is in Region2 Because the destination device also supports G 729 the call gets set up and the audio flows directly between Phone A and Phone D Ifa caller on Phone B who has a Cisco Unified IP Phone model 12SP initiates a call to Phone D this time the Cisco Unified Communications Manager would realize that the originating phone only supports G 723 or G 711 Cisco Unified Communications Manager would need to allocate a transcoding resource so audio would flow as G 711 between Phone B and the transcoder but as G 729 between the transcoder and Phone D If no transcoder were available Phone D would ring but as soon as the call was answered the call would disconnect e Ifa user on Phone B calls Phone F which is a Cisco Unified IP Phone model 12SP the two phones would actually use G 723 even though G 729 is configured as the codec to use between the regions G 723 gets used because both endpoints support it and it uses less bandwidth than G 729 No Supplementary Services Are Available on an Established Call Symptom A call gets established but supplementary services are not available Possible Ca
165. ended Action 1 To gain appropriate rights to access the SA page you must run the GrantUnityAccess utility Locate this tool at C commserver grantunityaccess exe For more information about the GrantUnityAccess utility refer to the Granting Administrative Rights to Other Cisco Unity section of the Accessing the Cisco Unity Administrator chapter in the applicable Cisco Unity System Administration Guide at http www cisco com en US products sw voicesw ps2237 prod_troubleshooting_guides_list html For more information about the GrantUnityAccess utility refer to Granting Administrative Rights to Other Cisco Unity Servers at the following URL http www cisco com en US docs voice_ip_comm unity 3x administration guide 312 SAG _ 0255 html wp1060485 2 Ifyou run this utility with no options the instructions should display The normal use of this tool provides the domain alias of the account that is to have access to the SA and then provides information about from which account to copy those rights For example if the alias of the user to whom you want to give administration rights is TempAdministrator and your domain name is MyDOMAIN you would use the following command at the DOS prompt GrantUnityAccess u MyDOMAIN Temp Administrator s Installer f The installer account designates a special account that always has administration rights but is not created in the directory itself it is local to the SQL database only OL 27
166. eplacement 56 Performing Failed RAID Disk Replacement with Single Restart 58 Performing Failed RAID Disk Replacement with Single Restart for Linux Software RAID 59 Performing Failed RAID Disk Replacement Without Restart 60 CHAPTER 4 Device Issues 63 Voice Quality 63 Lost or Distorted Audio 64 Correcting Audio Problems from the Cisco Unified IP Phone 65 Echo 66 One Way Audio or No Audio 67 Codec and Region Mismatches 71 Location and Bandwidth 72 Phone Issues 72 Phone Resets 73 Dropped Calls 73 Phones Not Registering 74 Gateway Issues 74 Gateway Reorder Tone 75 Gateway Registration Failure 75 Gatekeeper Issues 80 Admission Rejects 81 Registration Rejects 81 B Channel Remains Locked When Restart_Ack Does Not Contain Channel IE 82 Incorrect Device Registration Status Displays 82 CHAPTER 5 Dial Plans and Routing Issues 85 Route Partitions and Calling Search Spaces 85 Group Pickup Configuration 87 Dial Plan Issues 88 Problem When Dialing a Number 88 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Contents Secure Dial Plan 89 Automated Alternate Routing AAR Limitation with Remote Gateways 90 CHAPTER 6 Cisco Unified Communications Manager Services Issues 91 No Available Conference Bridge 91 Hardware Transcoder Not Working As Expected 93 No Supplementary Services Are Available on an Established Call 94 CHAPTER 7 Voice Messaging Issues 97 Voice Messaging Stops
167. er but cannot send a phone call Possible Cause Configuration issues on the gatekeeper should be the primary focus when the gatekeeper issues an ARJ Recommended Action 1 Verify IP connectivity from the Cisco Unified Communications Manager to the gatekeeper 2 Show gatekeeper status and verify that the gatekeeper state is up 3 Isa zone subnet defined on the gatekeeper If so verify that the subnet of the Cisco Unified Communications Manager is in the allowed subnets 4 Verify that the technology prefix matches between the Cisco Unified Communications Manager and the gatekeeper configuration 5 Verify the bandwidth configuration Registration Rejects Symptom The system issues Registration Rejects RRJ when Cisco Unified Communications Manager cannot register with the gatekeeper Possible Cause Configuration issues on the gatekeeper should be the primary focus when the gatekeeper is issuing a RRJ Recommended Action 1 Verify IP connectivity from the Cisco Unified Communications Manager to the gatekeeper 2 Show gatekeeper status and verify that the gatekeeper state is up 3 Isa zone subnet defined on the gatekeeper If so verify that the subnet of the gateway is in the allowed subnets OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Device Issues B Channel Remains Locked When Restart_Ack Does Not Contain Channel IE B Channel Remains Locked When Restart_ Ack D
168. erify authentication mode in the security profile that is applied to the phone is set to By Authentication String CAPF limits the number of consecutive attempts in which you can enter the authentication string on the phone If you have not entered the correct authentication string after 10 attempts wait at least 10 minutes before you attempt to enter the correct string again Troubleshooting If the Locally Significant Certificate Validation Fails On the phone the locally significant certificate validation may fail if the certificate is not the version that CAPF issued the certificate has expired the CAPF certificate does not exist on all servers in the cluster the CAPF certificate does not exist in the CAPF directory the phone is not registered to Cisco Unified Communications Manager and so on If the locally significant certificate validation fails review the SDL trace files and the CAPF trace files for errors Verifying That the CAPF Certificate Is Installed on All Servers in the Cluster After you activate the Cisco Certificate Authority Proxy Function service CAPF automatically generates a key pair and certificate that is specific for CAPF The CAPF certificate which the Cisco CTL client copies to all servers in the cluster uses the 0 extension To verify that the CAPF certificate exists display the CAPF certificate at the Cisco Unified Communications platform GUI or use the CLI OL 27404 01 Troubleshooting Guide for Cis
169. erver e In the Enterprise Parameter Configuration window verify that the Enable IPV6 enterprise parameter is set to True e In the Trunk Configuration window verify that you configured an IPv6 destination address for the SIP trunk Calls Between Devices Fail Symptom Calls between two devices fail Corrective Action e In the device configuration window verify the IP addressing mode of the devices Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Music On Hold Does Not Play on Phone i e If one device has an IP Addressing Mode of IPv4 Only and the other device has an IP Addressing Mode of IPv6 Only ensure that a dual stack MTP is configured and available for media translation Music On Hold Does Not Play on Phone Symptom Phone user cannot hear music on hold Corrective Action e Verify the IP addressing mode of the device where music on hold is played If the IP addressing mode for the device is IPv6 Only and if music on hold is configured for unicast music on hold ensure that a dual stack MTP is configured and available for media translation e If you configured multicast music on hold be aware that phones that have an IP addressing mode of IPv6 Only cannot play music on hold Troubleshooting Logical Partitioning This section describes corrective actions for issues that are related to logical partitioning Related Topi
170. est 0 BW 1 1 implies infinite MediaManager wait AuDisconnectRequest StopSession ce tO 642 ancl ranova connie cao nmin omeslencite MecimnManage r VAUD C Onn c CEREO nE CCEE es forwarding a reply for partyl 16777219 and MediaCoordinator wait _AuDisconnectReply removing from connection list StationInit InboundStim OnHookMessageID 310 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Case Study Troubleshooting Cisco Unified IP Phone Calls Failed Call Flow Failed Call Flow E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 The following section describes an unsuccessful intercluster call flow as seen in the SDI trace In the following traces the Cisco Unified IP Phone 1001 goes off hook A TCP handle gets assigned to the Cisco Unified IP Phone 16 05 33 468 CCM StationInit InboundStim OffHookMessageID tcpHandle 0x4fbbc3016 05 33 468 CCM StationD stationOutputDisplayText tcpHandle 0x4fbbc30 Display 1001 16 05 33 484 CCM StationD stationOutputSetLamp stim 9 Line instance 1 lampMode LampOn tcpHandle 0x4fbbc30 In the following traces the user dials the called number 2000 of the Cisco Unified IP Phone and the process of digit analysis tries to match the number 1205 3544 CCM Digit enealysis mecca Tecni CaS OOM jossainy dd 16 05 33 484 CCM Digit analysis potentialMatches PotentialMatc
171. ettings By default the LAN settings and the dial up settings do not get configured The generic network setting from Windows gets used 9 Ifthe connectivity is failing only to the Cisco Unified Communications Manager network a routing issue probably exists in the network Contact the network administrator to verify the routing that is configured in your default gateway Note If you cannot browse from the remote server after following this procedure contact TAC to have the issue investigated in more detail Database Replication This section covers database replication issues for a Cisco Unified Communications Manager system Related Topics Replication Fails Between the Publisher and the Subscriber Server on page 35 Database Replication Does Not Occur When Connectivity Is Restored on Lost Node on page 39 Database Tables Out of Sync Do Not Trigger Alert on page 39 Resetting Database Replication When You Are Reverting to an Older Product Release on page 40 Replication Fails Between the Publisher and the Subscriber Server Replicating the database represents a core function of Cisco Unified Communications Manager clusters The server with the master copy of the database acts as the publisher first node while the servers that replicate the database comprise subscribers subsequent nodes OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Man
172. f physical disks is reported It reports e On a 7835 class of server only one physical disk in the show hardware CLI command output e On a 7845 class of server only three physical disks in the show hardware CLI command output 6 Replace the empty slot on the failed disk with a new disk that is of the same type of same manufacturer and of the same size as that of the original disk For example Western Digital 7 Ensure the new replacement disk is inserted all the way in 8 Run the show hardware CLI command to ensure that the newly inserted physical disk has been detected It reports e On a 7835 class of server only two physical disks in the show hardware CLI command output e On a 7845 class of server only four physical disks in the show hardware CLI command output 9 Ifthe correct disks are not reported pull out the new disk and repeat from Step 5 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues A Performing Failed RAID Disk Replacement Without Restart 10 To check the RAID rebuild status perform the following steps a Check the LED on the disk When the rebuild completes successfully the LED changes from flashing amber to green b Check the status of the physical disk by entering the show hardware CLI command A State Optimal message appears under the Logical Drives Information section c Check a generated syslog To
173. following options e Access Cisco Unified Communications Manager Administration by using the IP address of the server e Do not use non DNS characters in the Server Name e Use the localhost or IP address in the URL Name to Address Resolution Failing Symptom One of the following messages displays when you try to access the following URL http your cm server name ccmadmin e Internet Explorer This page cannot be displayed e Netscape Not Found The requested URL ccmadmin was not found on this server If you try to access the same URL by using the Cisco Communications Manager IP address nttp 10 48 23 2 ccmadmin instead of the name the window displays Possible Cause The name that you entered as your cm server name maps to the wrong IP address in DNS or hosts file Recommended Action If you have configured the use of DNS check in the DNS to see whether the entry for the your cm server name has the correct IP address of the Cisco Unified Communications Manager server If it is not correct change it If you are not using DNS your local machine will check in the hosts file to see whether an entry exists for the your cm server name and an IP address that is associated to it Open the file and add the Cisco Unified Communications Manager server name and the IP address You can find the hosts file at C WINNT system32 drivers etc hosts OL 27404 01 Troubleshooting Guide for Cisco Unified Communica
174. for the TFTP server address even if the NMP has DHCP disabled You can check the current TFTP server IP address in a gateway by using the tracy utility Enter the following command to get the configuration task number TaskID OCmd show tl Look for a line with config or CFG and use the corresponding number as the taskID for the next line such as for the Cisco Access Digital gateway In the examples that follow bold lines of text make it easier for you to see the messages that are being explained In the actual display output text does not appear bolded The examples come from an WS X6624 model the command to dump the DHCP information is TaskID 6Cmd show dhcp The TFTP server IP address then displays If it is not correct verify that your DHCP options and other information that it provides are correct After the TFTP address is correct ensure that the gateway is getting its configuration file from the TFTP server If you see the following information in the tracy output your TFTP service may not be working correctly or the gateway might not be configured on the Cisco Unified Communications Manager 00 09 05 620 CFG Requesting SAA00107B0013DE cnf File From TFTP Server00 09 18 620 CFG TFTP Error Timeout Awaiting Server Response for cnf File The gateway attempts to connect to the same IP address as the TFTP server if it does not get a configuration file This works fine unless you are in a clustered environment in which th
175. forwarder and Cisco Unified Communications Manager to be lost When the TCP connection is restored Cisco Unified Communications Manager attempts to connect to the SAF forwarder automatically If IP connectivity is unreachable for longer than the duration of the CCDLearnedPatternIPReachableDuration feature parameter calls to learned patterns get routed through PSTN instead of through IP Calls through PSTN to learned patterns get maintained for a specific period of time before PSTN failover times out e Investigate possible causes of a TCP connection failure such as power failure loose cables incorrect switch configuration and so on e SAFForwarderError e Cisco Unified Communications Manager received an error from the SAF forwarder e Refer to the reason code and description for specific information and actions where applicable about the reason that this alarm occurred For example reason code 472 indicates that the external client in this case Cisco Unified Communications Manager did not increment the service version number correctly For example reason code 474 indicates that the external client in this case Cisco Unified Communications Manager sent a publishing request over a TCP connection to the SAF forwarder before the client registers to the forwarder For example reason code 400 indicates that the external client in this case Cisco Unified Communications Manager did not construct the SAF message correctly Troubleshootin
176. g 53 54 P validation fails 53 verifying installation 54 packet capturing 10 11 12 15 16 locating the Cisco Call Back log files 104 analyzing 16 location and bandwidth 72 configuration checklist 11 log files 51 configuration settings 15 troubleshooting 51 overview 10 logical partitioning 135 service parameters 12 troubleshooting 135 settings 15 logs 66 partitioning 87 echo log 66 phone issues 72 lost or distorted audio 64 phone resets 73 port 80 blocked 34 troubleshooting 34 M problem solving guidelines 2 problems 32 88 102 manager cannot intercept calls ringing on Assistant proxy line 117 displaying or adding users 32 manager is logged out while the service is still running 117 using cisco call back 102 manufacture installed certificate MIC 54 when dialing a number 88 verifying 54 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Index registration rejects 81 remote access 160 remote server 34 no connectivity 34 route partitions and calling search spaces 85 S sample topology of intracluster Cisco IP Phone to Cisco IP Phone calls 163 secure dial plan 89 security 10 51 161 firewall integrity 161 tokens 51 troubleshooting packet capturing 10 self starting processes 165 service temporarily unavailable 121 serviceability 1 5 overview 1 tools 5 services 91 troubleshooting 91 session expired 122 please login again 122 slow server response 44 sniffer traces 9 col
177. g Call Park The following table provides troubleshooting recovery tips for common call park problems Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Troubleshooting Cisco Extension Mobility i Table 8 Troubleshooting Tips for Call Park Problem Description Recommended Action User cannot park calls When the user Ensure that a unique call park number is assigned to each Cisco presses the Park softkey or feature Unified Communications Manager in the cluster See the Cisco button the call does not get parked Unified Communications Manager Administration Guide The partition that is assigned to the call park number does not match the partition that is assigned to the phone directory number See the Cisco Unified Communications Manager Administration Guide The call park number does not display Set the Call Park Display Timer to a longer duration For information long enough for the user on setting parameters for call park see the Cisco Unified Communications Manager Features and Services Guide Troubleshooting Cisco Extension Mobility Cisco Extension Mobility provides troubleshooting tools for the administrator These tools include performance counters also known as perfmons and alarms that are part of Cisco Unified Serviceability For information about performance counters perfmons refer to the Cisco Unified Real
178. g policy Border US NC RTP bld1 to Interior US NC RTP bld1 In this case the incorrect value was chosen from the drop down list box for the LOC field in the Location Partitioning Policy Configuration window which displays both BLD1 and bld1 Therefore the administrator must make sure to choose entries so the case of the geolocation entry matches the case of the value that is used in GeolocationPolicy e No logical partitioning policy check takes place for VoIP to VoIP device calls or features with only VoIP participants e Cisco Unified Communications Manager Administration allows configuration of policies between Interior geolocpolicyX and Interior geolocpolicyY but such configuration does not get used during logical partitioning checks Logical Partitioning Policies Require Adjustment Symptom The fields in the logical partitioning policies are not configured correctly Corrective Action Because the hierarchy of geolocation fields is significant ensure that the hierarchical order of all fields is correct and ensure that all fields are present Hierarchical order means that Country entries precede A1 entries which precede A2 entries and so on Ensure that all fields are present in the logical partitioning policies and all fields are specified in the correct hierarchical order See the examples that follows Example of Logical Partitioning Policies That Match In the following geolocation information search for policy betw
179. ge displays on the phone when the user presses iDivert Possible Cause The voice messaging system does not work or a network problem exists Corrective Action Troubleshoot your voice messaging system See troubleshooting or voice messaging documentation Symptom This message displays on the phone when the user presses iDivert Possible Cause Message means that the voice messaging system is busy Corrective Action Configure more voice messaging ports or try again Troubleshooting Intercom E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 This section covers the solutions for the most common issues that relate to Intercom Related Topics Getting Busy Tone When Dialing Out of Intercom Line on page 131 Intercom Calls Do Not Go to Connected State When Going Off Hook by Using Speaker Handset or Headset on page 131 Troubleshooting SCCP on page 131 Troubleshooting SIP on page 132 Cisco Extension Mobility User Is Logged In But Intercom Line Does Not Display on page 133 OL 27404 01 Troubleshooting Features and Services Getting Busy Tone When Dialing Out of Intercom Line i Getting Busy Tone When Dialing Out of Intercom Line Symptom Phone plays busy tone when user is dialing out of intercom line Possible Cause DN is not in the same intercom partition as the calling number Recommended Action 1 Ensure that the DN is in the same intercom partition as the calling
180. ger Assistant by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services IPMAConsolelnstall jsp Displays Error No Page Found Error Symptom http lt server name gt 8443 ma Install IPMAConsoleInstall 4sp displays the following error message No Page Found Error Possible Cause 1 Network problems Corrective Action 1 Ensure that the client has connectivity to the server Ping the server name that is specified in the URL and verify that it is reachable OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Troubleshooting Features and Services Exception java lang ClassNotFoundException InstallerApplet class Possible Cause 2 Misspelled URL Corrective Action 2 Because URLs are case sensitive ensure that the URL matches exactly what is in the instructions Related Topics Cisco Unified Communications Manager System Issues on page 29 Exception java lang ClassNotFoundException InstallerApplet class Symptom The assistant console fails to install from the web The following message displays Exception java lang ClassNotFoundException InstallerApplet class Possible Cause Using the Sun Java plug in virtual machine instead of the Microsoft JVM with the standard Cisco Unified Communications Manager Assistant Console install causes failures Corrective Action The administrator directs the user to the following URL w
181. gistration Failure In this example the WS X6624 represents module 7 and it has only a single 860 processor so it is port 1 Issue the command tracy_start 7 1 The following output actually comes from the 860 console port on the gateway board itself however the output of the tracy command represents nothing more than a remote copy of the 860 console port EAT ha E A i Wee Ce Ss Co S VyYs t em s CAT6K Analog Gateway ELVIS APP Version A0020300 DSP Version A0030300 Built Jun 1 2000 16 33 01 Fi VS O10 00 000205 XA MAC Aces S00 SN0 73 00 13 00 00 00 050 NMPTask got message from XA Task 00 00 00 050 NMP Open TCP Connection ip 7f010101 00 00 00 050 NMPTask Send Module Slot Info 00 00 00 060 NMPTask get DIAGCMD 00 00 00 160 DSP Test Begin gt Mask lt 0Ox00FFFFFF gt 00 00 01 260 DSP Test Complete gt Results lt 0x00FFFFFF Ox00FFFFFF gt 00 00 01 260 NMPTask get VLANCONFIG 00 00 02 0710 CIG Starting DHC 00 00 02 870 CFG Booting DHCP for dynamic configuration 00 00 06 570 CFG DHCP Request or Discovery Sent DHCPState INIT REBOOT 00 00 06 570 CFG DHCP Server Response Processed DHCPState INIT REBOOT 00 00 06 780 IEA CFG IP Configuration Change Restarting now 00 00 10 480 CFG DHCP Request or Discovery Sent DHCPState INIT 00 00 14 480 CFG DHCP Timeout Waiting on Server DHCPState INIT 00 00 22 480 CFG DHCP Timeout Waiting on Server
182. hat sniff media and TCP packets do not work after you enable encryption you must use Cisco Unified Communications Manager Administration to perform the following tasks if a problem occurs e Analyze packets for messages that are exchanged between Cisco Unified Communications Manager and the device Cisco Unified IP Phone SIP and SCCP Cisco IOS MGCP gateway H 323 gateway H 323 H 245 H 225 trunk or SIP trunk e Capture the Secure Real Time Protocol SRTP packets between the devices Extract the media encryption key material from messages and decrypt the media between the devices Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 _ Troubleshooting Tools Configuration Checklist for Packet Capturing Tip Performing this task for several devices at the same time may cause high CPU usage and call processing interruptions Cisco strongly recommends that you perform this task when you can minimize call processing interruptions For more information see the Cisco Unified Communications Manager Security Guide Configuration Checklist for Packet Capturing L Note Extracting and analyzing pertinent data includes performing the following tasks Procedure 1 Add end users to the Standard Packet Sniffer Users group 2 Configure packet capturing service parameters in the Service Parameter Configuration window in Cisco Unified Communications Manager Administration
183. he Directed Call Park because it is in use Configuration window After configuring a range of directed call park Review the syntax for entering a range of directed call park numbers If incorrect numbers user cannot park a call at a number within syntax is used the system may appear to configure the range when it actually the range does not See the Cisco Unified Communications Manager Features and Services Guide Troubleshooting External Call Control This section describes how to handle some common external call control issues Cisco Unified Communications Manager cannot connect to the adjunct route server e The URI in the External Call Control Profile window in Cisco Unified Communications Manager Administration is not correct Call Routing gt External Call Control e Verify the URI for the adjunct route server Ensure that the URI uses the following formula https lt hostname or IPv4 address of route server gt lt port that is configured on route server gt path from route server configuration e If the adjunct route server uses https verify that you imported and exported the required certificates as described in the External Call Control chapter in the Cisco Unified Communications Manager Features and Services Guide e If the adjunct route server uses https verify that hostname that you enter for the URI for the Primary Web Service and Secondary Web Services fields in the External Call Control Profile
184. he device is rebooted or goes offline Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone Calls Call Flow Traces In the following traces the Cisco Unified IP Phone 2002 went off hook The trace shows the unique messages TCP handle and the calling number which displays on the Cisco Unified IP Phone The following debug output shows the called number 1001 H 225 connect and H 245 confirm messages The codec type specifies G 711 mu law 161063195921 CCM tcpHandle 0x1c64 PrOEOCOU eHAZ oP 163063 T3953 CCM 16063 L92953 CCM CallingParty 200 tcpHandle 0x1c64 163063141 015 CCM 16306514 015 CCM tcpHandle 0x1c64 16306514 015 CCM compressionType 16 06 14 062 CCM tcpHandle 0x1lc6 IGG OG 062 CCM 20444 LGSOGsi14 17 CCM port ZIG26 StationInit InboundStim OffHookMessageID SLOMG OG Se Jose CCM Ouc Message Ha gt ConneceMsgus otocol Te H225UserUserle IEData 7E 00 37 05 02 CO 06 StationD stationOutputCalliInfo CallingPartyName 2 CalledPartyName 1001 CalledParty 1001 310 H245Interface 2 OLC indication chan number 2 StationD stationOutputOpenReceiveChannel SOM myi 6761086 C72 LO 10231 StationD ConferenceID 0 msecPacketSize 20 4 Media_Payload _G711Ulaw64k StationInit InboundStim StationOpenReceiveChannelAckID 4310 Status 0 IpAddr 0xe74610ac Port 20444 PartyID 2 H245Interfa
185. henticatedPartiallyRegisteredPhone AuthenticatedRegisteredPhones EncryptedCallsActive EncryptedCallsCompleted EncryptedPartiallyRegisteredPhones EncryptedRegisteredPhones SIPLineServerAuthorizationChallenges SIPLineServerAuthorizationFailures SIPTrunkServerAuthenticationChallenges SIPTrunkServerAuthenticationFailures SIPTrunkApplicationAuthorization SIPTrunkApplicationAuthorizationFailures TLSConnectedSIPTrunk SIP Stack StatusCodes4xxIns StatusCodes4xxOuts For example 401 Unauthorized HTTP authentication required 403 Forbidden 405 Method Not Allowed 407 Proxy Authentication Required TFTP Server BuildSignCount EncryptCount Refer to the Cisco Unified Real Time Monitoring Tool Administration Guide for accessing performance monitors in RTMT configuring perfmon logs and for more details about counters E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Reviewing Security Log and Trace Files i The CLI command show perf displays performance monitoring information For information about using the CLI interface refer to the Command Line Interface Reference Guide for Cisco Unified Solutions Reviewing Security Log and Trace Files Cisco Unified Communications Manager stores log and trace files in multiple directories cm 1log cm trace tomcat logs tomcat logs security and so on N Note For dev
186. hesExist 16305535 921 CCM Diese cmnelysiss marcc TeC Ga V10OI sssi GEEN 16 058395 921 COM Dieii analysis potentialMatches ExclusivelyOffnetPotentialMatchesExist LSOs0S8SG 437 CCM Dige anelysrss march Gece Casti jose CEE 16 05 36 437 CCM Digit analysis potentialMatches ExclusivelyOffnetPotentialMatchesExist IGZOS2SO 656 CCM Dieirt anedysiss imneicela GeeCcas gt CoS LOCH OSES dd 200 16 05 36 656 CCM Digit analysis potentialMatches ExclusivelyOffnetPotentialMatchesExist 16205 3662 CCM Dieir anedlysiss metea GeeCcaS cos LOCH OSES Wu dd 2000 Now that the digit analysis is completed the results display in the following traces Keep in mind that the following PotentialMatches NoPotentialMatchesExist reference indicates that the Cisco Unified Communications Manager cannot match this directory number Finally a reorder tone gets sent to the calling party 1001 which is followed by an on hook message 16 05 36 812 CCM Digit analysis analysis results16 05 36 812 CCM PretransformCallingPartyNumber 1001 CallingPartyNumber 1001 DialingPattern 2XxXxX DialingRoutePatternRegularExpression 2XXxX PotentialMatches NoPotentialMatchesExist CollectedDigits 2000 16 05 36 828 CCM StationD stationOutputCalliInfo CallingPartyName 1001 CallingParty 1001 CalledPartyName CalledParty 2000 tcpHandle 0x4 fbbc30 16 05 36 828 CCM StationD stationOutputStartTone 37 ReorderTon
187. hesExist 08 38 59 703 CCM CallManager StationD stationOutputStartTone 37 ReorderTone tcpHandle 0x6b88028 Route partitions work by associating a partition name with every directory number in the system The directory number can be called only if the calling device contains the partition within a list of partitions to which it is permitted to place calls its partition search space This provides for extremely powerful control over routing When a call is being placed digit analysis attempts to resolve the dialed address only in those partitions that the partition search space specifies Each partition name comprises a discrete subset of the global dialable address space From each listed partition digit analysis retrieves the pattern that best matches the sequence of dialed digits Then from among the matching patterns digit analysis chooses the best match If two patterns equally match the sequence of dialed digits digit analysis breaks the tie by choosing the pattern that is associated with the partition that is listed first in the partition search space Group Pickup Configuration Symptom Group pickup feature does not work for a group that is configured with a partition Possible Cause The Calling Search Space CSS may not be configured correctly for each Directory Number DN in the group Example The following steps provide an example of correct group pickup configuration with partitioning 1 Config
188. hich is a JSP page that supports the Sun Java plug in https lt servername gt 8443 ma Install IPMAConsoleInstallJar jsp Automatic Installation of MS Virtual Machine Is No Longer Provided for Download amp Symptom The Assistant Console fails to install from the web when you are trying to install on a computer that is running Microsoft Windows XP A message displays that all the components for the program are not available When the user chooses Download Now the following message displays Automatic installation of MS Virtual Machine is no longer available for download Possible Cause Microsoft does not support Microsoft JVM in IE version 6 of Windows XP Note This error does not occur if you have the Microsoft JVM with XP Service Pack 1 installed on your system Corrective Action Perform one of the following corrective actions Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services User Authentication Fails e Install the Netscape browser version 7 x and use Netscape to install the assistant console e Install the Sun Java Virtual Machine plug in for IE from the following URL http java sun com getjava download html When the Sun Java plug in completes installation point the browser at the following URL https lt servername gt 8443 ma Install IPMAInstallJar jsp e Install the Microsoft Java Virtual Machine JVM with Wi
189. ications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Cisco Unified Communications Manager Administration Does Not Display i Cisco Unified Communications Manager Administration Does Not Display Symptom Cisco Unified Communications Manager Administration does not display Possible Cause The Cisco CallManager service stopped Recommended Action Verify that the Cisco CallManager service is active and running on the server See related topics or the Cisco Unified Serviceability Administration Guide Related Topics Verify Cisco Unified Communications Manager Services Are Running on page 27 Error When Attempting to Access Cisco Unified Communications Manager Administration Symptom An error message displays when you are trying to access Cisco Unified Communications Manager Administration Possible Cause The services did not start automatically as expected One of the services stopping represents the most frequent reason for Cisco Unified Communications Manager Administration not displaying Recommended Action Try starting the other services Error When Attempting to Access Cisco Unified Communications Manager Administration on a Subsequent Node Symptom An error message displays when you are trying to access the Cisco Unified Communications Manager Administration OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E
190. ice Issues Echo Echo E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Recommended Action The Cisco Unified IP Phone model 7960 provides another tool for diagnosing possible audio problems On an active call you can press the i or button twice rapidly and the phone will display an information screen that contains packet that receive and transmit statistics as well as average and maximum jitter counters X Note On this window jitter represents the average of the last five packets that arrived the maximun jitter designates the maximum for the average jitter Situations could also occur where the traffic is taking a slower path through the network than expected If QoS is configured correctly the possibility exists that no call admission control exists Depending on your topology you can accomplish this through the use of Locations in Cisco Unified Communications Manager Administration configuration or by using a Cisco IOS router as a gatekeeper In any case you should always know the maximum calls that are supported across your WAN e Crackling represents another poor quality symptom which a defective power supply or some kind of strong electrical interference close to the phone sometimes causes Try swapping the power supply and moving the phone e Verify gateway and phone loads at www cisco com for the latest software loads new patches or release notes that relate to the pro
191. iceability Administration Guide for detailed information and configuration procedures on the serviceability tools CiscoUnifiedCommunicationsOperatingSystemAdministration Cisco Unified Communications Operating System Administration allows you to perform the following tasks to configure and manage the Cisco Unified Communications Operating System e Check software and hardware status e Check and update IP addresses e Ping other network devices e Manage Network Time Protocol servers e Upgrade system software and options e Restart the system Refer to the Cisco Unified Communications Operating System Administration Guide for detailed information and configuration procedures on the serviceability tools General Model of Problem Solving When troubleshooting a telephony or IP network environment define the specific symptoms identify all potential problems that could be causing the symptoms and then systematically eliminate each potential problem from most likely to least likely until the symptoms disappear The following steps provide guidelines to use in the problem solving process Procedure 1 Analyze the network problem and create a clear problem statement Define symptoms and potential causes 2 Gather the facts that you need to help isolate possible causes 3 Consider possible causes based on the facts that you gathered 4 Create an action plan based on those causes Begin with the most likely problem and devise a plan in
192. ices that support encryption the SRTP keying material does not display in the trace file You can use the trace collection feature of Cisco Unified Real Time Monitoring Tool or CLI commands to find view and manipulate log and trace files Troubleshooting Certificates The certificate management tool in Cisco Unified Communications Platform Administration allows you to display certificates delete and regenerate certificates monitor certificate expirations and download and upload certificates and CTL files for example to upload updated CTL files to Unity The CLI allows you to list and view self signed and trusted certificates and to regenerate self signed certificates The CLI commands show cert show web security set cert regen and set web security allow you to manage certificates at the CLI interface for example set cert regen tomcat For information about how to use the GUI or CLI to manage certificates refer to Cisco Unified Communications Operating System Administration Guide and the Command Line Interface Reference Guide for Cisco Unified Solutions Troubleshooting CTL Security Tokens The section contains information about troubleshooting CTL security tokens If you lose all security tokens etokens contact Cisco TAC for further assistance Related Topics Troubleshooting a Locked Security Token After You Consecutively Enter an Incorrect Security Token Password on page 51 Troubleshooting If You Lose One Security Token
193. ines allowable calls to a device or route list Refer to the route plan chapters in the Cisco Unified Communications Manager Administration Guide and the Cisco Unified Communications Manager System Guide for more information The following trace shows an example of a dialed number that is in the device Calling Search Space For more detailed explanations about SDI traces review the case studies in this document 08 38 54 968 CCM Communications Manager StationInit InboundStim OffHookMessageID tcpHandle 0x6b8802808 38 54 968 CCM CallManager StationD stationOutputDisplayText tcpHandle 0x6b88028 Display 5000 08 38 54 968 CCM CallManager StationD stationOutputSetLamp stim 9 Line instance 1 lampMode LampOn tcpHandle 0x6b88028 08 38 54 968 CCM CallManager StationD stationOutputCallState tcpHandle 0x6b88028 08 38 54 968 CCM CallManager StationD tcpHandle 0x6b88028 08 38 54 968 CCM CallManager StationD tcpHandle 0x6b88028 08 38 54 968 CCM CallManager StationD tcpHandle 0x6b88028 stationOutputDisplayPromptStatus stationOutputSelectSoftKeys stationOutputActivateCallPlane OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Dial Plans and Routing Issues E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Route Partitions and Calling Search Spaces 08 38 54 968 CCM CallManager Digit analysis match fqcen 5000 cn 5000 pss RTP_N
194. ing Features and Services Cisco Extension Mobility User Is Logged In But Intercom Line Does Not Display i Cisco Extension Mobility User Is Logged In But Intercom Line Does Not Display Symptom The Cisco Extension Mobility user is logged into a phone but the user intercom line does not display Possible Cause Default Activated Device is configured incorrectly Recommended Action 1 Check that the Default Activated Device is configured on the intercom directory number 2 Check that the Default Activated Device matches the device to which the used in logged in Where to Find More Information e Intercom chapter Cisco Unified Communications Manager Features and Services Guide Troubleshooting IPv6 This section describes corrective actions for issues that are related to IPv6 Related Topics Calls Between Devices Fail on page 134 Calls Over SIP Trunks Fail on page 134 Music On Hold Does Not Play on Phone on page 135 Phones Do Not Register with Cisco Unified Communications Manager on page 133 Phones Do Not Register with Cisco Unified Communications Manager Symptom Cisco Unified IP Phones with an IP Addressing Mode of IPv6 Only do not register with Cisco Unified Communications Manager Corrective Action e Via the CLI verify that you enabled IPv6 on the Cisco Unified Communications Manager server e In the Enterprise Parameter Configuration window verify that the Enable IPV6 enterprise parameter is set to Tru
195. ing configuration checklist 11 packet capturing configuration settings 15 packet capturing service parameters 12 SRTP SCCP overview 10 services 91 SNMP 139 system issues 29 system stops responding 30 troubleshooting continued tips 19 tools 5 trace files 51 using Cisco Live 160 verifying CAPF certificate installation 53 verifying LSC installation 54 verifying MIC exists 54 voice mail does not roll over 98 voice mail stops after 30 seconds 97 voice quality issues 63 troubleshooting server without root access 16 troubleshooting tools 5 U Unity does not roll over 98 receive busy tone 98 User authentication fails 113 User not logged in on any device 122 User presses callback softkey before phone rings 102 User unplugs or resets phone after pressing the CallBack softkey but before Call Back occurs 103 V verify Cisco Unified Communications Manager services are running 27 voice mail stops after 30 seconds 97 troubleshooting 97 voice messaging issues 97 voice messaging stops after 30 seconds 97 voice quality 63 W Web Dialer 120 troubleshooting 120 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E a Index Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01
196. ing rebuilt Troubleshooting Cisco Extension Mobility Error Messages Use the information in the following table to troubleshoot the error codes and error messages that display on the phone when Cisco Extension Mobility is used Table 10 Troubleshooting Error Messages That Display on the Phone Error Code Message on Phone Recommended Action 201 201 Authentication error The user should check that the correct UserID and PIN were entered the user should check with the system administrator that the UserID and PIN are correct 22 22 Dev logon disabled Make sure that you have chosen Enable Extension Mobility check box on the Phone Configuration window Refer to the Cisco Unified Communications Manager Features and Services Guide 205 205 User Profile Absent Make sure that you have associated a Device Profile to the user Cisco Unfed Communications Manager Features and Services Guide E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Error Code Message on Phone Troubleshooting Cisco Extension Mobility Error Messages Recommended Action 208 208 EMService Conn error Verify that the Cisco Extension Mobility service is running by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services 25 25 User logged in elsewhe Check whether the
197. ion drop down list box in the upper right corner in Cisco Unified Communications Manager Administration choose Cisco Unified Reporting After Cisco Unified Reporting displays click System Reports Generate and view the Unified CM Database Status report which provides debugging information for database replication Once you have generated the report open it and look at the Unified CM Database Status It gives the RTMT replication counters for all servers in the cluster All servers should have a replicate state of 2 and all servers should have the same number of replicates created If you see any servers whose replicate states are not equal to 2 in the above status check inspect the Replication Server List on this report It shows which servers are connected and communicating with each node Each server should show itself as local in its list and the other servers as active connected If you see any servers as dropped it usually means there is a communication problem between the nodes If you want to do so generate and view the Unified CM Database Status report which provides a snapshot of the health of the Cisco Unified Communications Manager database To verify database replication by using RTMT perform the following tasks 1 Open the Cisco Unified Real Time Monitoring Tool RTMT 2 Click the CallManager tab 3 Click Database Summary The Replication Status pane displays The following list shows the possible va
198. ion occurred Symptom In an intracluster or intercluster call back scenario a caller initiates Call Back for a user for example user B who is unavailable When user B becomes available the availability notification screen displays on the caller phone and a tone plays The caller misses the availability notification for some reason and the phone resets OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Features and Services Error Messages for Call Back The caller contacts a different user user C for example and presses the CallBack softkey because user C appears busy The replace retain screen displays on the caller phone but the screen does not state that the availability notification already occurred for user B Possible Cause The user reset the phone Corrective Action After a phone reset but not during an active call review the call back notifications on the phone Press the CallBack softkey Error Messages for Call Back This section provides a list of error messages that may display on the phone Error Message call Back is not active Press Exit to quit this screen Explanation User presses the CallBack softkey during the idle state Recommended Action The error message provides the recommended action Error Message callBack is already active on xxxx Press OK to activate on yyyy Press Exit to quit this screen Explanation A user tri
199. ion setting 4 Reorder tones can also occur when calling occurs through the PSTN Check the SDI trace for Q 931 messages in particular for disconnect messages If a Q 931 disconnect message is present it means that the other party caused the disconnect and you cannot correct for that Gateway Registration Failure This section describes two similar but different categories of gateways The Cisco Access AS X AT X and Cisco Access DT 24 and DE 30 belong to one category These gateways identify standalone units that do not directly connect to a Network Management Processor NMP The second category includes the Analog Access WS X6624 and Digital Access WS X6608 These gateways as blades that are installed in a Catalyst 6000 chassis provide direct connectivity to the NMP for control and statusing Symptom A registration problem represents one of the most common issues that is encountered with gateways on a Cisco Unified Communications Manager OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Device Issues E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Gateway Registration Failure Possible Cause Registration can fail for a variety of reasons Recommended Action 1 First check that the gateway is up and running All gateways have a heartbeat LED that blinks 1 second on 1 second off when the gateway software is running normally If
200. irectory number 1001 that is located in cluster 2 calls a phone directory number 3333 that is located somewhere on the PSTN Remember that you can follow a device through the trace by looking at the TCP handle value time stamp or name of the device The TCP handle value for the device remains the same until the device is rebooted or goes off line In the following traces the Cisco Unified IP Phone 1001 went off hook The trace shows the unique messages TCP handle and the calling number which displays on the Cisco Unified IP Phone No called number displays at this point because the user did not try to dial any digits 16 05 46 37515 20 18 390 CCM StationInit InboundStim OffHookMessageID tcpHandle 0x5138d98 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Case Study Troubleshooting Cisco Unified IP Phone to Cisco IOS Gateway Calls A Call Flow Traces 15 20 18 390 CCM StationD stationOutputDisplayText tcpHandle 0x5138d98 Display 1001 In the following traces the user dials the DN 3333 one digit at a time The number 3333 specifies the destination number of the phone which is located somewhere on the PSTN network The digit analysis process of the Cisco Unified Communications Manager currently active analyzes the digits to discover where the call needs to get routed See topics related to Cisco Unified IP Phone calls for more details about digit analysis 15202 18390
201. is stable the CSE can implement all remote serviceability functionality to perform maintenance diagnostic and troubleshooting tasks on your Cisco Unified Communications Manager server You can view the commands that the CSE sends and the responses that your Cisco Unified Communications Manager server issues but the commands and responses may not always be completely formatted Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER 1 1 Case Study Troubleshooting Cisco Unified IP Phone Calls This appendix contains two case studies for troubleshooting Cisco Unified IP Phones Troubleshooting Intracluster Cisco Unified IP Phone Calls page 163 Troubleshooting Intercluster Cisco Unified IP Phone Calls page 172 Troubleshooting Intracluster Cisco Unified IP Phone Calls The case study in this section discusses in detail the call flow between two Cisco Unified IP Phones within a cluster called an intracluster call This case study also focuses on Cisco Unified Communications Manager and Cisco Unified IP Phone initialization registration and keepalive processes A detailed explanation of an intracluster call flow follows the discussion Related Topics Cisco Unified Communications Manager Initialization Process on page 165 Cisco Unified Communications Manager Intracluster Call Flow Traces on page 168 Cisco Unified Communications Manager KeepAlive Process on page 167 Cis
202. isco IOS Gateway with T1 CAS Interface 184 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 a Contents Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Purpose XY Preface This preface describes the purpose audience organization and conventions of this guide and provides information on how to obtain related documentation e Purpose page xiii e Audience page xiii e Organization page xiv e Related Documentation page xv e Conventions page xv e Obtaining Documentation Obtaining Support and Security Guidelines page xvi e Cisco Product Security Overview page xvi The Troubleshooting Guide for Cisco Unified Communications Manager provides troubleshooting procedures for this release of Cisco Unified Communications Manager Note Audience The information in this version of the Troubleshooting Guide for Cisco Unified Communications Manager may not apply to earlier releases of the Cisco Unified Communications Manager software This document does not cover every possible trouble event that might occur on a Cisco Unified Communications Manager system but instead focuses on those events that are frequently seen by the Cisco Technical Assistance Center TAC or frequently asked questions from newsgroups The Troubleshooting Guide for Cisco Unified Communications Manager provides guidance for network administrator
203. isco Web Dialer displays the following message Session expired please login again Possible Cause A Cisco Web Dialer session expires e After the Web Dialer servlet gets configured or e If the Cisco Tomcat Service is restarted Corrective Action Log in by using your Cisco Unified Communications Manager userID and password User Not Logged in on Any Device Symptom Cisco Web Dialer displays the following message User not logged in on any device E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Failed to Open Device Line Possible Cause The user chooses to use Cisco Extension Mobility from the Cisco Web Dialer preference window but does not get logged in to any IP phone Corrective Action Log in to a phone before using Cisco Web Dialer e Choose a device from the Cisco Web Dialer preference list in the dialog box instead of choosing the option Use Extension Mobility Failed to Open Device Line Symptom After a user attempts to make a call Cisco Web Dialer displays the following message User not logged in on any device Possible Cause The user chose a Cisco Unified IP Phone that is not registered with Cisco Unified Communications Manager For example the user chooses a Cisco IP SoftPhone as the preferred device before starting the application e The user who has a new phone chooses an old phone that is
204. istration to perform the following tasks if a problem occurs e Analyze packets for messages that are exchanged between Cisco Unified Communications Manager and the device Cisco Unified IP Phone SCCP and SIP Cisco IOS MGCP gateway H 323 gateway H 323 H 245 H 225 trunk or SIP trunk L Note SIP trunks do not support SRTP e Capture the SRTP packets between the devices Extract the media encryption key material from messages and decrypt the media between the devices For information about using or configuring packet capturing and about analyzing captured packets for SRTP encrypted calls and for all other call types see topics related to packet capture Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues CAPF Error Codes CAPF Error Codes i Tip Performing this task for several devices at the same time may cause high CPU usage and call processing interruptions Cisco strongly recommends that you perform this task when you can minimize call processing interruptions By using the Bulk Administration Tool that is compatible with this Cisco Unified Communications Manager release you can configure the packet capture mode for phones For information about how to perform this task refer to the Cisco Unified Communications Manager Bulk Administration Guide Tip Performing this task in Cisco Unified Communicatio
205. it logs which contain information about audit events get written in the common partition The Log Partition Monitor LPM manages the purging of these audit logs as needed similar to trace files By default the LPM purges the audit logs but the audit user can change this setting from the Audit User Configuration window in Cisco Unified Serviceability The LPM sends an alert whenever the common partition disk usage exceeds the threshold however the alert does not have the information about whether the disk is full because of audit logs or trace files Tip The Cisco Audit Event Service which is a network service that supports audit logging displays in Control Center Network Services in Cisco Unified Serviceability If audit logs do not get written then stop and start this service by choosing Tools gt Control Center Network Services in Cisco Unified Serviceability All audit logs get collected viewed and deleted from Trace and Log Central in the Cisco Unified Real Time Monitoring Tool Access the audit logs in RTMT in Trace and Log Central Go to System gt Real Time Trace gt Audit Logs gt Nodes After you select the node another window displays System gt Cisco Audit Logs Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools A Audit Logging The following types of audit logs display in RTMT e Application log e Database log e Operating system log
206. kerneldump logs by using the Cisco Unified Real Time Monitoring Tool choose the Collect Files option from Trace amp Log Central From the Select System Services Applications tab choose the Kerneldump logs check box For more information on collecting files using Cisco Unified Real Time Monitoring Tool see the Cisco Unified Real Time Monitoring Tool Administration Guide To use the CLI to collect the kerneldump logs use the file CLI commands on the files in the crash directory These are found under the activelog partition The log filenames begin with the IP address of the kerneldump Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools Network Management client and end with the date that the file is created For more information on the file commands refer to the Command Line Interface Reference Guide for Cisco Unified Solutions Network Management Use the network management tools for Cisco Unified Communications Manager remote serviceability e System Log Management Cisco Discovery Protocol Support e Simple Network Management Protocol support Refer to the documentation at the URLs provided in the sections for these network management tools for more information System Log Management Although it can be adapted to other network management systems Cisco Syslog Analysis which is packaged with Resource Manager Essentials RME provides the bes
207. ket capturing 11 configuring packet capturing 12 13 gateway and trunk configuration windows 13 phone configuration window 13 service parameters 12 correcting audio problems from the Cisco IP Phone 65 CTL client 51 troubleshooting 51 database replication 35 39 40 database replication does not occur when connectivity is restored on lost node 39 database tables out of sync do not trigger alert 39 replication fails between the publisher and subscriber server 35 resetting database replication when reverting to an older product release 40 debug messages and show commands 179 180 Cisco IOS Gatekeeper 179 Cisco IOS Gateway 180 debugs 9 collecting 9 destination not reachable 123 device issues 63 82 incorrect registration status displays 82 introduction 63 device issues continued troubleshooting 63 diagnosing slow server response 44 dial plan issues 88 dial plans and routing issues 85 directed call park 124 troubleshooting 124 directory service down 121 domain names 87 dropped calls 73 E echo 66 encryption 10 54 troubleshooting SRTP SCCP 10 troubleshooting with packet capturing 54 error messages for Cisco Call Back 104 etoken 51 troubleshooting 51 exception 112 java lang ClassNotFoundException 112 F failed call flow 174 failed to open device line 123 features 97 troubleshooting 97 firewall protection 161 G gatekeeper issues 80 gateway issues 74 gateway registration failure 75 gateway reorder t
208. kpButton 0 tcpHandle 0x6b88028 08 38 56 187 CCM CallManager Digit analysis match fqcen 5000 cn 5000 pss RTP_NC_Hardwood RTP_NC_ Woodland Local RTP dd 500 08 38 56 187 CCM CallManager Digit analysis potentialMatches PotentialMatchesExist 08 38 56 515 CCM CallManager StationInit InboundStim KeypadButtonMessageID kpButton 3 tcpHandle 0x6b88028 OS 356 515 eCMaCalaliManagens Digit analysis mecen liechs 5000 Ca 4 5000S pss RTP_NC_Hardwood RTP_NC_ Woodland Local RTP dd 5003 08 38 56 515 CCM CallManager Digit analysis analysis results 08 38 56 515 CCM CallManager PretransformCallingPartyNumber 5000 Be aware that PotentialMatchesExist is the result of digit analysis of the numbers that were dialed until the exact match is found and the call is routed accordingly The following trace describes what happens when the Cisco Unified Communications Manager is attempting to dial the directory number 1001 and it is not in the Calling Search Space for that device Again be aware that the digit analysis routine had potential matches until only the first digit was dialed The route pattern that is associated with the digit 1 resides in a partition that is not in the device calling search space RTP_NC_Hardwood RTP_NC_Woodland Local_RTP Therefore the phone received a reorder tone busy signal 08 38 58 734 CCM CallManager StationInit InboundStim OffHookMessageID tcpHandle 0x6b8802808 38 5
209. lable MaliciousCall softkeys to the phone status e Assign the new softkey template to real phones reset the phones e Make calls and select the MaliciousCall in the phone screen during or after the call Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting Frequently Asked Questions e Check whether a MaliciousCallFailed alarm alert trap gets generated e GatewayFailed trap e Method 1 Remove the gateway configuration from the database by using Web Admin or change the gateway MAC address to an invalid value and update Reboot the gateway Or restart the Cisco UCM service to which the gateway is connected e Method 2 Set GatewayAlarmEnable true in comAlarmConfigInfo MIB table In Cisco Unified Serviceability go to the SNMP configuration window to ensure that you have the SNMP community string and trap destination set correctly Create a gateway failure event and the trap gets displayed on the trap receiver To cause a gateway failure and failover restart Cisco UCM The gateway fails over to the redundant Cisco UCM server The gateway should not be configured in the database on the redundant Cisco UCM server e ccmGatewayLayer2Change trap e ccmGatewayLayer2Change trap gets triggered during D Channel Out of service DChannelOOS or D Channel Inservice DChannelISV from Cisco UCM Check whether any such events gets triggered for testing purposes e ccmCallMan
210. lecting 9 SNMP 8 139 140 149 154 defined 8 remote monitoring with 8 support 8 troubleshooting tips 139 140 149 CISCO CCM MIB 140 HOST RESOURCES MIB 149 troubleshooting tips for developers 154 summary of CLI commands and GUI selections 16 syslog analysis 8 described 8 system history log 20 21 22 accessing 22 using RTMT 22 using the CLI 22 fields 21 overview 20 system issues 29 troubleshooting 29 system log management 8 system logging 8 described 8 system not responding 29 30 troubleshooting 30 system not responding continued troubleshooting overview 29 T TAC 158 160 allowing remote access 160 Cisco Live 160 required information 158 Telnet 10 161 Cisco Secure 10 161 description 10 design 161 structure 161 temporary failure 130 testing gateways 66 troubleshooting 1 5 10 11 12 15 16 19 29 30 31 32 33 34 49 50 51 53 54 63 64 65 66 67 71 72 73 74 75 80 81 82 85 88 89 91 97 98 99 101 107 108 110 119 120 129 135 139 140 149 154 157 158 160 163 172 administration page not displaying 31 administrator account not associated with Cisco Unity subscriber 99 admission rejects 81 alarms 49 ARJs 81 audio problems from Cisco Unified IP Phone 65 authentication string entered incorrectly on phone 53 B channel remains locked when restart_ack does not contain channel IE 82 barge 101 calling search spaces 85 CAPF 53 certificates 51 Cisco CTL client 51 Cisco Extension
211. led disk will be amber or red amp Note You must perform Step 2 to verify the logical RAID drive Status and then perform Step 3 to verify the physical disk status To replace the failed drive and rebuild the RAID continue with Step 4 4 Shut down the server using the CLI command utils system shutdown 5 After the system shuts down replace the faulty hard disk with a new disk that is of the same type and size as the original disk and that comes from the same manufacturer for example Western Digital 6 Ensure that the new replacement disk is fully inserted 7 Power up the system 8 After the system is powered up log in to the CLI and enter the CLI command show hardware In the show hardware command output in the Logical Drive section the Current Operation field will display Rebuild The status on the new replaced hard disk will display spare rebuilding during the course of rebuilding Rebuilding will take 8 to 10 hours to complete The duration depends on the size and I O activity of the disk After the failed RAID disk replacement is complete the status of both the logical drive and the new physical disk will display as clean and active A Warning Ifthe failed disk is the first disk in the array then replace it with a blank new disk that does not contain any partitions However if you replace the failed disk with a disk that was previously configured using HP RAID the system will not be able to boot and this will re
212. leshooting Immediate Divert Problem Solution Reorder tone or VCA intercluster or TDM call Check PLAR fi ti e Chec configuration e Verify that the phones on both ends are configured as hotline phones e Verify that route class signalling is enabled on trunks e Check the configuration of route class translations on CAS gateways The following table provides troubleshooting information for cases where call screening based on caller ID does not work Table 14 Troubleshooting Hotline Call Screening Based on Caller ID Problems Problem Solution Il not all eae e Check Caller ID e Add pattern to screen CSS Call allowed Remove pattern from screen CSS Troubleshooting Immediate Divert This section covers solutions for the most common issues that relate to the Immediate Divert feature Related Topics Busy on page 130 Key is not active on page 129 Temporary Failure on page 130 Key is not active Symptom This message displays on the phone when the user presses iDivert Possible Cause The voice messaging profile of the user who pressed iDivert does not have a voice messaging pilot Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Services Temporary Failure Corrective Action Configure a voice messaging pilot in the user voice messaging profile Temporary Failure Busy Symptom This messa
213. ll related information 16 05 41 625 CCM StationD stationOutputCallState tcpHandle 0x4fbbc30 Cisco Unified Communications Manager uses the stationOutputDisplayPromptStatus message to cause a call related prompt message to display on the Cisco Unified IP Phone 16 05 41 625 CCM StationD stationOutputDisplayPromptStatus tcpHandle 0x4 fbbc30 Cisco Unified Communications Manager uses the stationOutputSelectSoftKey message to cause the Skinny Station to choose a specific set of soft keys 16 05 41 625 CCM StationD stationOutputSelectSoftKeys tcpHandle 0x4fbbc30 Cisco Unified Communications Manager uses the next message to instruct the Skinny Station about the correct line context for the display 16 05 41 625 CCM StationD stationOutputActivateCallPlane tcpHandle 0x4 fbbc30 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone Calls Cisco Unified Communications Manager Intracluster Call Flow Traces i The following message indicates that the digit analysis process is ready to identify incoming digits and check them for potential routing matches in the database The entry cn 1001 represents the calling party number where dd represents the dialed digit which would show the called party number The phone sends StationInit messages Cisco Unified Communications Manager sends StationD messages and Cisco Unified Communications Manager performs digit analysis 16 05 41 625 COM Digit analysiss imeicCla Gecca
214. loading the files to your PC file delete Viewing core files You cannot view the core files however you can download the Core files by using the RTMT application and selecting Trace amp Log Central gt Collect Crash Dump utils core options E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools Task Troubleshooting Tips i GUI Tool CLI commands Rebooting the Cisco Unified Log in to Platform on the server and go utils system restart Communications Manager server to Restart gt Current Version Changing debug levels for traces Log in to Cisco Unity Connection set trace enable Detailed Significant Error Arbitrary Serviceability Administration at Entry_exit State_Transition Special syslogmib https lt server ipaddress gt 8443 cdpmib dbl dbnotify ccmservice and choose Trace gt Configuration Looking at netstats none show network status Troubleshooting Tips p Tip p The following tips may help you when you are troubleshooting the Cisco Unified Communications Manager Check the release notes for Cisco Unified Communications Manager for known problems The release notes provide descriptions and workaround solutions for known problems Tip Know where your devices are registered Each Cisco Unified Communications Manager log traces files locally If a phone
215. logs Sftp ftp RTMT List file file list Go to Tools tab and select Trace gt Download files file get Trace amp Log Central i View a file file view The following table provides a list of common problems and tools to use to troubleshoot them Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools Common Troubleshooting Tasks Tools and Commands Table 4 Troubleshooting Common Problems with CLI Commands and GUI Selections Task GUI Tool CLI commands Accessing the database none Log in as admin and use any of the following show commands e show tech database e show tech dbinuse e show tech dbschema e show tech devdefaults e show tech gateway e show tech locales e show tech notify e show tech procedures e show tech routepatterns e show tech routeplan e show tech systables e show tech table e show tech triggers e show tech version e show tech params To run a SQL command use the run command e run sql lt sql command gt Freeing up disk space Note You can only delete files from the Log partition Using the RTMT client application go to the Tools tab and select Trace amp Log Central gt Collect Files Choose the criteria to select the files you want to collect then check the option Delete Files This will delete the files on the Cisco Unified Communications Manager server after down
216. lues for the Replication Status pane e 0 This value indicates that replication has not started Either no subsequent nodes subscribers exist or the Cisco Database Layer Monitor service is not running and has not been running since the subscriber was installed e 1 This value indicates that replicates have been created but their count is incorrect e 2 This value indicates that replication is good e 3 This value indicates that replication is bad in the cluster e 4 This value indicates that replication setup did not succeed e To view the Replicate State performance monitoring counter choose System gt Performance gt Open Performance Monitoring Double click the publisher database server first node to expand the performance monitors Click Number of Replicates Created and State of Replication Double click Replicate_State Click ReplicateCount from the Object Instances window and click Add OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Cisco Unified Communications Manager System Issues A Replication Fails Between the Publisher and the Subscriber Server p Tip To view the definition of the counter right click the counter name and choose Counter Description 5 Ifall the servers have a good RTMT status but you suspect the databases are not in sync you can run the CLI command utils dbreplication status if any of the servers showed an RTMT statu
217. m history log fields can contain the following values e timestamp Displays the local time and date on the server with the format mm dd yyyy hh mm ss e userid Displays the user name of the user who invokes the action e action Displays one of the following actions e Install e Windows Upgrade e Upgrade During Install e Upgrade e Cisco Option Install e Switch Version e System Restart e Shutdown Boot e DRS Backup e DRS Restore e description Displays one of the following messages Version Displays for the Basic Install Windows Upgrade Upgrade During Install and Upgrade actions Cisco Option file name Displays for the Cisco Option Install action Timestamp Displays for the DRS Backup and DRS Restore actions Active version to inactive version Displays for the Switch Version action Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools Accessing the System History Log Active version Displays for the System Restart Shutdown and Boot actions e result Displays the following results e Start e Success or Failure e Cancel The following shows a sample of the system history log admin file dump install system history log Product Name Cisco Unified Communications Manager Procter Vorsion G 12 9901 iy Kernel Image 2h 2A e eS BOOR 07 25 2008 14520506 icoors Install Gl 2 990l 117 Start
218. mMaliciousCall MaliciousCall e ccmMediaResourceListExhausted MediaResourceListExhausted e ccmQualityReportRequest QRT Request e cemRouteListExhausted RouteListExhausted e comGatewayLayer2Change DChannelOOS DChannelISV How can different SNMP traps from Cisco Unified Communication Manager be checked Use the following procedure for triggering few traps e ccmPhoneStatusUpdate trap Set comPhoneStatusUpdateA larmInterv 1 3 6 1 4 1 9 9 156 1 9 4 to 30 or higher in ccmAlarmConfigInfo MIB table Disconnect the Cisco Unified Communications Manager server where your phones are registered Phones will unregister o Connect the Cisco Unified Communications Manager server again Phones will re register and you will get the ccmPhoneStatusUpdate trap Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting A Frequently Asked Questions e ccmPhoneFailed trap e Set comPhoneFailedA larmInterval 1 3 6 1 4 1 9 9 156 1 9 2 to 30 or higher in ccmAlarmConfigInfo MIB table e Make a phone fail Delete a phone from Cisco Unified Communications Manager and register the phone again For phone failed traps you can try two different scenarios Set the phone to point to tftp Cisco Unified Communications Manager server A Plug the phone into Cisco Unified Communications Manager server B on different switch The phone status remains unknown You will see following message
219. mber of records In these circumstances set MaxRepetitions to 5 seconds to require a response within 5 seconds Structure SNMP queries to adapt to existing limits OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E SNMP Troubleshooting Where to Find More Information e Avoid performing multiple getbulks to walk the PhoneTable periodically in case a large number of phones are registered to Cisco UCM You can use the ccmPhoneStatusUpdateTable which updates whenever there is a Phone update to decide whether to walk the PhoneTable Where to Find More Information Related Documentation e Command Line Interface Reference Guide for Cisco Unified Solutions e SNMP chapter Cisco Unified Serviceability Administration Guide Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER 1 Opening a Case With TAC This section contains details on the type of information that you need when you contact TAC and information on methods of sharing information with TAC personnel For all customers partners resellers and distributors who hold valid Cisco service contracts Cisco Technical Support provides 24 hour a day award winning technical assistance The Cisco Technical Support Website provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies The website remains av
220. n 0 in the field After packet capturing completes the value 0 displays OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Tools Analyzing Captured Packets Related Topics Configuring Packet Capturing in Gateway and Trunk Configuration Windows on page 13 Configuring Packet Capturing in the Phone Configuration Window on page 13 Analyzing Captured Packets Cisco Technical Assistance Center TAC analyzes the packets by using a debugging tool Before you contact TAC capture SRTP packets by using a sniffer trace between the affected devices Contact TAC directly after you gather the following information e Packet Capture File https lt IP address or server name gt pktCap pktCap jsp file mm dd yyyy pkt where you browse into the server and locate the packet capture file by month date and year mm dd yyyy e Key for the file https lt IP address or server name gt pktCap pktCap jsp key mm dd yyyy pkt where you browse into the server and locate the key by month date and year mm dd yyyy e User name and password of end user that belongs to the Standard Packet Sniffer Users group For more information see the Cisco Unified Communications Manager Security Guide Common Troubleshooting Tasks Tools and Commands This section provides a quick reference for commands and utilities to help you troubleshoot a Cisco Unified Communications Manager se
221. nager Cluster ID Node ID ciscart26 SNMP Developer Tips Review this section for SNMP developer troubleshooting tips e Refer to the CISCO CCM CAPABILITY MIB at the following link for the support list for CISCO CCM MIB http tools cisco com Support SNMP do BrowseMIB do local en amp step 2 amp mibName CISCO CCM CAPABILITY CISCO CCM CAPABILITY As stated in the CISCO CCM CAPABILITY MIB ccmPhoneDevicePoollIndex does not get supported so it returns a 0 The Cisco UCM device registration alarm currently does not contain the device pool information e If Cisco UCM SNMP service is not running only the following tables in the MIB will respond e cemGroupTable e ccmRegionTable e ccmRegionPairTable e ccmDevicePoolTable e ccmProductTypeTable e ccmQualityReportAlarmConfigInfo e ccmGlobalInfo To get Cisco UCM SNMP service running activate and start the service in Cisco Unified Serviceability Query the SysApplInstallPkgTable in SYS APPL MIB to get an inventory of Cisco Unified Communications Manager applications that are installed on the system Query the SysApplRunTable in SYS APPL MIB to get an inventory of Cisco Unified Communications Manager applications that are running on the system Because System Application Agent cannot show services that are activated and deactivated or monitor Web App services or servlets use this approach to monitor system health and service status for Cisco Unified Communications M
222. nd set for the Catalyst gateways and is available as a helper application that runs on Windows 98 NT 2000 for the standalone gateways 16 To use the helper application tracy utility connect to the gateway by using the IP address to which it is assigned This tracy application works on all the gateways provides a separate trace window for each gateway up to eight may be traced at once and allows traces to be logged directly to a file that you specify 17 Verify that the TFTP server IP address was correctly provided to the gateway DHCP normally provides 18 1 2 2 p DHCP in Option 66 by name or IP address Option 150 IP address only or si_addr IP address only If your server has multiple Options configured si_addr will take precedence over Option 150 which will take precedence over Option 66 If Option 66 provides the DNS_NAME of the TFTP server then the DNS server s IP address es must have been specified by DHCP and the name entered in Option 66 must resolve to the correct TFTP server IP address The NMP could configure a Catalyst gateway could be configured by the NMP to disable DHCP and the NMP operator must then manually enter all configuration parameters at the console including the TFTP server address Additionally the gateways will always attempt to resolve the name CiscoCM1 using DNS If successful the CiscoCM1 IP address will take precedence over anything that the DHCP server or NMP tells it
223. nd use Delivery of Cisco cryptographic products does not imply third party authority to import export distribute or use encryption Importers exporters distributors and users are responsible for compliance with U S and local country laws By using this product you agree to comply with applicable laws and regulations If you are unable to comply with U S and local laws return this product immediately Further information regarding U S export regulations may be found at http www access gpo gov bis ear ear_data html E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER 1 Troubleshooting Overview This section provides the necessary background information and available resources to troubleshoot the Cisco Unified Communications Manager e Cisco Unified Serviceability page 1 e Cisco Unified Communications Operating System Administration page 2 e General Model of Problem Solving page 2 e Network Failure Preparation page 3 e Where to Find More Information page 3 Cisco Unified Serviceability Cisco Unified Serviceability a web based troubleshooting tool for Cisco Unified Communications Manager provides the following functionality to assist administrators troubleshoot system problems e Saves Cisco Unified Communications Manager services alarms and events for troubleshooting and provides alarm message definitions e Saves Cisco Unified Communications Manager servi
224. ndows XP Service Pack 1 before the assistant console installation User Authentication Fails Symptom User authentication fails when you sign in on the login window from the assistant console Possible Cause The following probable causes can apply Incorrect administration of the user in the database e Incorrect administration of the user as an assistant or a manager Corrective Action Ensure that the user ID and the password are administered as a Cisco Unified Communications Manager user through Cisco Unified Communications Manager Administration You must administer the user as an assistant or a manager by associating the Cisco Unified Communications Manager Assistant user information which you access through Cisco Unified Communications Manager Administration gt User Management gt End User Assistant Console Displays Error System Error Contact System Administrator Symptom After launching the Assistant Console the following message displays System Error Contact System Administrator Possible Cause 1 You may have upgraded the Cisco Unified Communications Manager from 4 x release to a 5 x release The system cannot automatically upgrade the assistant console from 4 x release to 5 x release Corrective Action 1 Uninstall the console by choosing Start gt Programs gt Cisco Unified Communications Manager Assistant gt Uninstall Assistant Console and reinstall the console from URL https lt server name g
225. nfiguration window displays 3 Verify the calling search space configuration for the phone and for the directory number line and update as appropriate Not Able to Call the Manager Phone When Cisco IP Manager Assistant Service is Down E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Symptom Calls do not get routed properly to managers when Cisco IP Manager Assistant service goes down Possible Cause The Cisco Unified Communications Manager Assistant CTI route point did not get enabled for Call Forward No Answer Corrective Action Perform the following procedure to properly configure the Cisco Unified Communications Manager Assistant route point Procedure Action 1 From Cisco Unified Communications Manager Administration choose Device gt CTI Route Point The Find and List CTI Route Point search window displays 2 Click the Find button A list of configured CTI Route Points display 3 Choose the Cisco Unified Communications Manager Assistant CTI route point that you want to update 4 Inthe CTI Route Point Configuration window click the line to update from the Directory Numbers box The Directory Number Configuration window displays OL 27404 01 Troubleshooting Features and Services Troubleshooting Cisco Unified Mobility i 5 Inthe Call Forward and Pickup Settings section check the Forward No Answer Internal and or the Forward No Answer External check box and enter the CTI rou
226. ng as expected on both ends of the link Cisco IOS levels vary in terms of switching paths and concurrent cRTP support In summary the history follows e Until Cisco IOS Software Release 12 0 5T cRTP gets process switched e Cisco IOS Software Release 12 0 7T fast and Cisco express forwarding CEF switching support for cRTP which introduced and continue in 12 1 1T e In Cisco IOS Software Release 12 1 2T introduced algorithmic performance improvements If you are running cRTP on Cisco IOS platforms IOS Release 12 1 verify that bug CSCds08210 registered customers only VoIP and FAX not working with RTP header compression ON does not affect your IOS version OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Device Issues E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 One Way Audio or No Audio L Note L Note Verify Minimum Software Level for NAT on Cisco IOS Gateway Routers Ifyou are using Network Address Translation NAT you must meet the minimum software level requirements Earlier versions of NAT do not support skinny protocol translation and will lead to one way voice issues The minimum software levels that are required for using NAT and skinny simultaneously specify Cisco IOS Software 12 1 5 T for IOS gateways to support skinny and H 323v2 with NAT If your Cisco Unified Communications Manager is using a TCP
227. ng conditions are acceptable do the following to reset replication on that subscriber server 1 At the subscriber server perform the CLI command utils dbreplication stop Do this for all subscriber servers that have an RTMT value of 4 2 At the publisher server perform the CLI command utils dbreplication stop 3 At the publisher server perform the CLI command utils dbreplication reset lt hostname gt where lt hostname gt is the hostname of the subscriber server that needs to be reset If all subscriber servers need to be reset use command utils dbreplication reset all For More Information Cisco Unified Real Time Monitoring Tool Administration Guide Cisco Unified Reporting Administration Guide Command Line Interface Reference Guide for Cisco Unified Solutions Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Database Replication Does Not Occur When Connectivity Is Restored on Lost Node i Database Replication Does Not Occur When Connectivity Is Restored on Lost Node Symptom Database replication does not occur when connectivity is restored on lost node recovery See the related topics for methods to verify the state of replication if replication fails Only use the following procedure if you have already tried to reset replication on the node and have been unsuccessful Possible Cause The CDR check remains stuck in a loop due
228. niffer trace between Cisco Unified Communications Manager and the phone In the button template response see whether intercom lines get sent to the phone button definition Ox17 Intercom Lines Not Showing Up When Phone Falls Back to SRST Symptom The phone which was configured with Cisco Unified Communications Manager Release 6 0 x or later includes two intercom lines Cisco Unified Communications Manager stops and falls back to SRST The intercom lines do not display Possible Cause The SCCP version of SRST does not support SCCP version 12 Recommended Action 1 Check the SCCP version of SRST If SRST supports SCCP version 12 it will support intercom lines 2 IfSRST supports SCCP version 12 capture a sniffer trace and ensure that the button template that the phone sent includes intercom lines Troubleshooting SIP This section provides information to help you determine issues on phones that are running SIP Related Topics Configuration of Phones That Are Running SIP on page 132 Debugging Phones That Are Running SIP on page 132 Debugging Phones That Are Running SIP Use this debug command Debug sip messages sip task gsmfsmIsm sip adapter Configuration of Phones That Are Running SIP Show config The command on the phone displays if intercom lines are configured as regular lines with featureid gt 23 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshoot
229. nnte mE rOCOSs lnm ote ONRSCo req Coumitcs T DeviceName MTP nsa cml TCPHandle 0x4fbaa00 Socket 0x594 TPAddr 172 16 70 228 Port 3279 StationD 1 45 2 IG 02252 1891 CCM Stationinie Processineo Seacon LeConte I DeviceName CFB nsa cml TCPHandle 0x4fe05e8 Socket 0x59c TPAddr 172 16 70 228 Port 3280 StationD 1 96 2 Cisco Unified Communications Manager KeepAlive Process The station device or service and the Cisco Unified Communications Manager use the following messages to maintain a knowledge of the communications channel between them The messages begin the keepalive sequence that ensures that the communications link between the Cisco Unified Communications Manager and the station remains active The following messages can originate from either the Cisco Unified Communications Manager or the station 16 03 02 328 CCM StationInit InboundStim KeepAliveMessage Forward KeepAlive to StationD DeviceName MTP nsa cm2 TCPHandle 0x4fa7dc0 Socket 0x568 IPAddr 172 16 70 229 Port 1556 StationD 1 45 1 16 03 02 328 CCM StationInit InboundStim KeepAliveMessage Forward KeepAlive to StationD DeviceName CFB nsa cm2 TCPHandle 0x4bf8a70 Socket 0x57c IPAddr 172 16 70 229 Port 1557 StationD 1 96 1 16 03 06 640 CCM StationInit InboundStim KeepAliveMessage Forward KeepAlive to StationD DeviceName SEP0O010EB001720 TCPHandle 0x4fbb150 SoOekac Ox600 TEA e S570 230 RPorca a92iil Stacdomb 1 85 2 16 03 06 703 CCM
230. ns Manager Release 9 0 1 OL 27404 01 CHAPTER y Voice Messaging Issues This section covers the solutions for the most common voice messaging issues For extensive troubleshooting information for Cisco Unity voice messaging refer to the Cisco Unity Troubleshooting Guide at the following URL http www cisco com en US products sw voicesw ps2237 prod_troubleshooting guides _list html For all documentation that relates to Cisco Unity systems refer to the following URL http www cisco com en US products sw voicesw ps2237 tsd_products_support_series_home html e Voice Messaging Stops After 30 Seconds page 97 e Cisco Unity System Does Not Roll Over Receive Busy Tone page 98 e Calls That Are Forwarded to Voice Messaging System Get Treated as a Direct Call to Cisco Unity System page 98 e Administrator Account Is Not Associated with Cisco Unity Subscriber page 99 Voice Messaging Stops After 30 Seconds Symptom When Cisco Unity system is running with Cisco Unified Communications Manager a caller gets only 30 seconds in which to leave a voice mail message Possible Cause This problem occurs when a caller is leaving a voice message and the call terminates 30 seconds into the message Reproduce this easily by dialing a valid extension number and attempting to leave a voice message that is longer than 30 seconds Recommended Action 1 To resolve this problem verify that the Media Gateway Control Protocol MGCP is
231. ns Manager Bulk Administration may cause high CPU usage and call processing interruptions Cisco strongly recommends that you perform this task when you can minimize call processing interruptions Related Topics Packet Capture on page 10 The following table contains CAPF error codes that may appear in CAPF log files and the corresponding corrective actions for those codes Table 6 CAPF Error Codes Error Description Corrective Action Code 0 CAPF OP SUCCESS No correction action required Success 1 CAPF FETCH SUCCESS BUT _NO CERT Install a certificate on the phone For more Fetch is successful however there is no cert information refer to the Cisco Unified Communications Manager Security Guide 2 CAPF_OP_ FAIL No corrective action available Fail 3 CAPF OP FAIL INVALID AUTH STR Enter the correct authentication string on E i hone For more information refer to the Invalid Authentication string P i gen E Cisco Unified Communications Manager Security Guide 4 CAPF_OP_FAIL_INVALID_LSC Update the locally significant certificate Invalid LSC LSC on the phone For more information refer to the Cisco Unified Communications Manager Security Guide OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues A Performing Failed RAID Disk Replacement Error Descri
232. ocedure Procedure 1 Before you configure the packet capturing settings see the topics related to packet capturing configuration 2 Find the SIP or SCCP phone as described in the Cisco Unified Communications Manager Administration Guide 3 After the Phone Configuration window displays configure the troubleshooting settings as described in Packet Capturing Configuration Settings 4 After you complete the configuration click Save 5 In the Reset dialog box click OK Tip Although Cisco Unified Communications Manager Administration prompts you to reset the device you do not need to reset the device to capture packets Additional Steps Capture SRTP packets by using a sniffer trace between the affected devices After you capture the packets set the Packet Capture Enable service parameter to False Related Topics Analyzing Captured Packets on page 16 Configuration Checklist for Packet Capturing on page 11 Configuring Packet Capturing in Gateway and Trunk Configuration Windows The following gateways and trunks support packet capturing in Cisco Unified Communications Manager Administration e Cisco IOS MGCP gateways OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Tools Configuring Packet Capturing in Gateway and Trunk Configuration Windows H 323 gateways e H 323 H 245 H 225 trunks SIP trunks Tip Cisco strongly recommen
233. oes Not Contain Channel IE Symptom When the Cisco Unified Communications Manager system receives a Release Complete with cause ie channel not available the system sends out a Restart to bring this channel back to the idle state Possible Cause In the Restart you specify with the Channel IE which channel s must be restarted If the network responds with Restart_Ack without the Channel IE the system keeps this channel in a locked state While on network side this same channel goes back to idle state Now you end up with the network requesting this channel for inbound calls Because the channel is locked on the Cisco Unified Communications Manager server the Cisco Unified Communications Manager releases any call requests for this channel This behavior occurs on numerous sites in the UK and when the gateway is an El blade most likely the same happens when MGCP backhaul on the 2600 3600 is used A glare condition provides the likely reason for the Release Complete You see this happening frequently on sites where a high call volume occurs If the B channel selection on the network is top down or bottom up all inbound calls will fail until a B channel in the higher lower range is freed if an active call gets cleared When B channel selection is round robin over a certain time you will end up with an E1 blade with all locked B channels Recommended Action Reset the E1 port Verification The B channel s return to the idle s
234. oes not get rotated The system history log provides the following functions e Logs the initial software installation on a server e Logs the success failure or cancellation of every software upgrade Cisco option files and patches e Logs every DRS backup and restore that is performed e Logs every invocation of Switch Version that is issued through either the CLI or the GUI e Logs every invocation of Restart and Shutdown that is issued through either the CLI or the GUI e Logs every boot of the system If not correlated with a restart or shutdown entry the boot is the result of a manual reboot power cycle or kernel panic e Maintains a single file that contains the system history since initial installation or since feature availability Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools System History Log Fields e Exists in the install folder You can access the log from the CLI by using the file commands or from the Real Time Monitoring Tool RTMT System History Log Fields The log displays a common header that contains information about the product name product version and kernel image for example Product Name Cisco Unified Communications Manager Product Version 7 1 0 39000 9023 Kernel Image 2 6 9 67 EL Each system history log entry contains the following fields timestamp userid action description start result The syste
235. ogin SMIVR SS_TEL 7 EXCEPTION com cisco jtapi PlatformExceptionImpl1 Unable to create provider login Recommended Action Configure a JTAPI provider in the JTAPI configuration window on the CRS server OL 27404 01 Cisco Unified Communications Manager System Issues JTAPI Subsystem is OUT_OF_SERVICE Unable to create provider hostname Possible Cause The CRS engine cannot resolve the host name of the Cisco Unified Communications Manager Full Text of Error Message SMSMIVR SS_TEL 4 ModuleRunTimeFailure Real timefailure in JTAPI subsystem Module JTAPI Subsystem Failure Cause 7 Failure Module JTAPI_ PROVIDER INIT Exception com cisco jtapi PlatformExceptionImpl Unable to create provider dgrant mcs7835 cisco com SMIVR SS_TEL 7 EXCEPTION com cisco jtapi PlatformExceptionImpl1 Unable to create provider dgrant mcs7835 cisco com Recommended Action Verify that DNS resolution is working correctly from the CRS engine Try using an IP address instead of the DNS name Unable to create provider Operation timed out Possible Cause The CRS engine does not have IP connectivity with the Cisco Unified Communications Manager Full Text of Error Message 101 Mar 24 11 37 42 153 PSTSMIVR SS TEL 4 ModuleRunTimeFailure Real time failure in JTAPI subsystem Module JTAPI Subsystem Failure Cause 7 Failure Module JTAPI PROVI
236. oint identifier for the voice interface card 4 Configure the troubleshooting settings as described in Packet Capturing Configuration Settings 5 After you configure the packet capturing settings click Save 6 In the Reset dialog box click OK Tip Although Cisco Unified Communications Manager Administration prompts you to reset the device you do not need to reset the device to capture packets E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 _ Troubleshooting Tools Additional Steps Packet Capturing Configuration Settings i Capture SRTP packets by using a sniffer trace between the affected devices After you capture the packets set the Packet Capture Enable service parameter to False Related Topics Analyzing Captured Packets on page 16 Configuration Checklist for Packet Capturing on page 11 Packet Capturing Configuration Settings The following table describes the Packet Capture Mode and Packet Capture Duration settings when configuring packet capturing for gateways trunks and phones Setting Packet Capture Mode Description This setting exists for troubleshooting encryption only packet capturing may cause high CPU usage or call processing interruptions Choose one of the following options from the drop down list box e None This option which serves as the default setting indicates that no packet capturing is occurring After you comple
237. ollowing traces show the calling and called party information In this example the calling party name and number remain the same because the administrator did not configure a display name such as John Smith 15 20 21 421 CCM StationD stationOutputCallinfo CallingPartyName 1001 CallingParty 1001 CalledPartyName CalledParty 3333 tcpHandle 0x5138d98 The following trace shows that the H 323 code initialized and is sending an H 225 setup message You can also see the traditional HDLC SAPI messages the IP address of the called side in hexidecimal and the port numbers 15 20 21 421 CCM Out Message H225SetupMsg Protocol ZZ PCOCOCOLILSS 2021 42i CMIMiMemm Ie 1 ige cdsil seapi 0 esq 0 IpAddr e24610ac IpPort 47110 The following trace shows the calling and called party information as well as the H 225 alerting message The trace also shows is the mapping of a Cisco Unified IP Phone hexidecimal value to the IP address The IP address of the Cisco Unified IP Phone 1001 specifies 172 16 70 231 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Case Study Troubleshooting Cisco Unified IP Phone to Cisco 10S Gateway Calls Call Flow Traces 15820221437 CCM Starr rond gtarcionourtoutCalLl raro celelemniceaatay Name Olney CallingParty 1001 CalledPartyName CalledParty 3333 tcpHandle 0x5138d9815 20 21 453 CCM In Message H225AlertMsg Protocol H225Protocol
238. on gt Cisco Unified Serviceability The Cisco Unified Serviceability window displays Choose Tools gt Control Center Feature Services From the Servers column choose the server The server that you chose displays next to the Current Server title and a box with configured services displays The Status column displays which services are running for the chosen server OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Tools Verify Cisco Unified Communications Manager Services Are Running Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 CHAPTER This section covers solutions for the following most common issues that relate to a Cisco Unified Communications Manager system Cisco Unified Communications Manager System Not Responding page 29 Database Replication page 35 LDAP Authentication Fails page 41 Issues with LDAP Over SSL page 42 Open LDAP Cannot Verify the Certificate to Connect to the LDAP Server page 43 Slow Server Response page 44 JTAPI Subsystem Startup Problems page 44 Security Issues page 49 Performing Failed RAID Disk Replacement page 56 CiscoUnifiedCommunicationsManagerSystemNotResponding This section covers issues related to a Cisco Unified Communications Manager system that is not responding Related Topics Cisco Unified Communications Manager System Stops Resp
239. on each node You will need to run this CLI command on each node to check its replication status Also after a subscriber is installed depending on the number of subscribers it may take a considerable amount of time to archive a status of 2 admin show perf query class Number of Replicates Created and State of Replication gt query class Perf class Number of Replicates Created and State of Replication has instances and values ReplicateCount gt Number O Replilcertes Creare 94 ReplicareCount gt RePlicarts STALS 2 Be aware that the Replicate_State object shows a value of 2 in this case The following list shows the possible values for Replicate_State e 0 This value indicates that replication did not start Either no subsequent nodes subscribers exist or the Cisco Database Layer Monitor service is not running and has not been running since the subscriber was installed OL 27404 01 Cisco Unified Communications Manager System Issues 3 Replication Fails Between the Publisher and the Subscriber Server i e 1 This value indicates that replicates have been created but their count is incorrect e 2 This value indicates that replication is good e 3 This value indicates that replication is bad in the cluster e 4 This value indicates that replication setup did not succeed To verify database replication by using Cisco Unified Reporting perform the following tasks 1 From the Navigat
240. on with filtering options 14 Ifa device is not part of a partition consider it to be part of the Null or default partition Every user should be able to call that device The system always searches the Null partition last 15 If you dial an outside number that is matching a 9 pattern and it takes 10 seconds before the call goes through check the filtering options By default with a 9 pattern when a 7 digit number is dialed the Cisco Unified IP Phone will wait 10 seconds before placing the call You need to apply a Route Filter to the pattern that displays LOCAL AREA CODE DOES NOT EXIST and END OF DIALING DOES NOT EXIST Secure Dial Plan Use partitions and calling search spaces in addition to more common filtering based on sections of the macro which stands for the North American Numbering Plan in a route pattern to configure Cisco Unified Communications Manager to create a secure dialing plan for users Partitions and Calling Search Spaces provide an integral part of security and are especially useful for multitenant environments and for creating an individual user level Filtering a subset of the Calling Search Space Partition concept can add additional granularity to the security plan Be advised that usually the last thing that you want to do when you try to fix a filtering problem is to run an SDI trace Not enough information exists and the potential for causing more harm is too great OL 27404 01 Troubleshooting G
241. onding on page 30 Cisco Unified Communications Manager Administration Does Not Display on page 31 Error When Attempting to Access Cisco Unified Communications Manager Administration on page 31 Error When Attempting to Access Cisco Unified Communications Manager Administration on a Subsequent Node on page 31 You Are Not Authorized to View on page 32 Problems Displaying or Adding Users with Cisco Unified Communications Manager on page 32 Name to Address Resolution Failing on page 33 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Cisco Unified Communications Manager System Issues Cisco Unified Communications Manager System Stops Responding Port 80 Blocked Between Your Browser and the Cisco Unified Communications Manager Server on page 34 Improper Network Setting Exists in the Remote Machine on page 34 Slow Server Response on page 44 Cisco Unified Communications Manager System Stops Responding Symptom The Cisco Unified Communications Manager system does not respond When the Cisco CallManager service stops responding the following message displays in the System Event log The Cisco CallManager service terminated unexpectedly It has done this 1 time The following corrective action will be taken in 60000 ms Restart the service Other messages you may see in this situation Timeout 3000 milliseconds waiting for Cisco CallManager service to connect The
242. one 75 general model of problem solving 2 group pickup configuration 87 H hardware transcoder not working as expected 93 history log See system history log HOST RESOURCES MIB 149 troubleshooting tips 149 E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Index l MIVR SS_TEL 1 ModuleRunTimeFailure 48 MIVR SS_TEL 4 ModuleRunTimeFailure 45 immediate divert 129 troubleshooting 129 intercluster H 323 communication 172 intercom 131 troubleshooting 131 IP Phone 53 54 authentication string 53 troubleshooting 53 54 verifying LSC 54 IPMAConsolelInstall jsp displays error 111 no page found 111 IPv6 133 troubleshooting 133 name to address resolution failing 33 troubleshooting 33 network failure preparation 3 network layout 158 network management 8 Cisco discovery protocol support 8 simple network management protocol SNMP support 8 system log management 8 no conference bridge available 91 no connectivity 34 remote server 34 J no supplementary services available on an established call 94 JTAPI subsystem 44 45 48 is in PARTIAL_SERVICE 48 is OUT _OF SERVICE 45 0 startup problems 44 one way audio or no audio 67 open a TAC case 158 required information 158 K opening a CCO case 160 f url location 160 key is not active 129 overview 1 10 Cisco Secure Telnet 10 serviceability 1 L troubleshooting 1 locally significant certificate LSC 53 54 troubleshootin
243. ons Manager 172 16 70 228 followed by other successful Remote Access Server RAS messages Finally the Cisco IOS Gatekeeper sends an admission confirmed ACF message to the Cisco Unified Communications Manager Mar 12 04 03 57 181 RASLibRASRecvData ARQ seq 3365 rcvd from LL72 1670 228483 omn sock 0x60ATrO3AC Mar L2 0 03 57 181e RASLibRAS WK TInit ipsock 0x60A7A68C setup successful Mer 12 O4s03so7 leis WASiiiomeas sendito meg ikem 16 rrom 17 2 16 70 2251718 to IIZ16 0 228883 Mar 12 04 03 57 181 RASLibRASSendACF ACF seq 3365 sent to LIZ 5165 70 228 The following debug messages show that the call is in progress Mar 12 04 03 57 181 RASLibRASRecvData successfully rcvd message of lengea gt Seen Aor Ora 20 018 S The following debug messages show that the Cisco IOS Gatekeeper received a disengage request DRQ from the Cisco Unified Communications Manager 172 16 70 228 and the Cisco IOS Gatekeeper sent a disengage confirmed DCF to the Cisco Unified Communications Manager Mar 12 04 03 57 181 RASLibRASRecvData DRQ seq 3366 rcevd from A7Z 16 7O 2283883 Om SOCK OxGOATOSEC Mar 12 04 03 57 iis RAasiibras Semcleo msc lengta 3 trom WIZ 1S 70 2251 to 17216 70 2200835 Mar 12 04 03 57 181 RASLibRASSendDCF DCF seq 3366 sent to LIZ 5165 70 228 Mar 12 04 03 57 181 RASLibRASRecvData successfully rcevd message of engeti A Erroni 7A G5 70 2 ANS 5 The command show gatekeeper endpoints on the
244. ons Manager Plugins window and install it on the CRS server MIVR SS_TEL 1 ModuleRunTimeFailure Symptom This exception usually occurs when the JTAPI subsystem cannot initialize any ports Possible Cause The CRS server can communicate with the Cisco Unified Communications Manager but cannot initialize any CTI ports or CTI route points through JTAPI This error occurs if the CTI ports and CTI route points are not associated with the JTAPI user Full Text of Error Message 2993 Mear 23 TOROS S552 il SMEAR SS Mik ILI MicyohbliLSisab hal Paluneynelal une Ree 1c me failure in JTAPI subsystem Module JTAPI Subsystem Failure Cause 7 Failure Module JTAPI_ SS Exception null Recommended Action Check the JTAPI user on the Cisco Unified Communications Manager and verify that CTI ports and CTI route points that are configured on the CRS server associate with the user JTAPI Subsystem is in PARTIAL_SERVICE Symptom The following exception displays in the trace file MIVR SS_TEL 3 UNABLE REGISTER _CTIPORT Possible Cause The JTAPI subsystem cannot initialize one or more CTI ports or route points Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Security Issues i Full Text of Error Message loss Mew 24 IISA I soil HIS DS SMIIWR Ss Ab SUNN ih IRC ISIE CIEILIOIRUES Unable to register CTI Port
245. ooting Guide for Cisco Unified Communications Manager Release 9 0 1 Symptom Calling party gets a reorder tone or a message This call cannot be completed as dialed OL 27404 01 Troubleshooting Features and Services Manager Is Logged Out While the Service Is Still Running Possible Cause You may not have configured the calling search space of the calling line correctly Corrective Action Check the calling search space of the line For the configuration details see the Cisco Unified Communications Manager Administration Guide You can also use the Cisco Dialed Number Analyzer service to check any flaws in the calling search space For more details see the Cisco Unified Communications Manager Dialed Number Analyzer Guide for more details Manager Is Logged Out While the Service Is Still Running Symptom Although the manager is logged out of Cisco Unified Communications Manager Assistant the service still runs The display on the manager IP phone disappears Calls do not get routed although filtering is on To verify that the manager is logged out view the application log by using the Cisco Unified Real Time Monitoring Tool Look for a warning from the Cisco Java Applications that indicates that the Cisco IP Manager Assistant service logged out Possible Cause The manager pressed the softkeys more than four times per second maximum limit allowed Corrective Action The Cisco Unified Communications Man
246. or Cisco Unified Communications Manager Assistant Possible Cause 3 The status window on the manager phone displays the message Filtering Down This can indicate that Cisco Unified Communications Manager Assistant CTI route point may be deleted or may not be in service Corrective Action 3 Use the following procedure to configure the CTI route point and restart the Cisco IP Manager Assistant service Procedure 1 From Cisco Unified Communications Manager Administration choose Device gt CTI Route Point 2 Find the route point or add a new route point See the Cisco Unified Communications Manager Administration Guide for configuration details 3 Restart the Cisco IP Manager Assistant services by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services Cisco IP Manager Assistant Service Cannot Initialize Symptom The Cisco IP Manager Assistant service cannot open a connection to CTI Manager and the following message displays IPMA Service cannot initialize Could not get Provider Possible Cause The Cisco IP Manager Assistant service cannot open a connection to CTIManager You can see the message in the alarm viewer or in the Unified CM Assistant service logs Corrective Action Restart the Cisco CTI Manager and Cisco IP Manager Assistant services by choosing Cisco Unified Serviceability gt Tools gt Control Center Feature Services Calling Party Gets a Reorder Tone E Troublesh
247. or local calls and long distance calls should have external echo cancellers built in to the network at the Central Office This fact provides one reason why you should note the external phone number of a call that experiences echo Checking Your Loads Verify your gateway and phone loads Check www cisco com for the latest software loads new patches or release notes that may relate to the problem One Way Audio or No Audio Symptom When a phone call is established from an IP station through a Cisco IOS voice gateway router only one of the parties receives audio one way communication When a toll bypass call is established between two Cisco gateways only one of the parties receives audio one way communication OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Device Issues E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 One Way Audio or No Audio Possible Cause An improperly configured Cisco IOS gateway a firewall or a routing or default gateway problem among other things can cause this problem Recommended Action Make Sure IP Routing is Enabled on Cisco IOS Gateway Routers Some Cisco IOS gateways such as the VG200 have IP routing disabled by default This will lead to one way voice problems Note L Note Before going any further make sure that your router has IP routing enabled that is does not hav
248. ort 8 Cisco Extension Mobility 107 108 error clearing 108 troubleshooting 107 Cisco IOS Gateway 183 184 T1 CAS interface 184 T1 PRI interface 183 Cisco Live 160 reporting a case 160 Cisco Secure Telnet 10 161 162 design 161 overview 10 server access 161 structure 162 system 161 Cisco Syslog Analysis 8 Cisco Syslog Analyzer 8 Cisco Syslog Analyzer Collector 8 Cisco Unified Communications Manager 10 29 30 31 91 107 110 165 167 168 administration page does not display 31 assistant troubleshooting tools and client desktop 110 Assistant troubleshooting 110 Extension Mobility general problems clearing 107 initialization process 165 intracluster call flow traces 168 keepalive process 167 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Index Cisco Unified Communications Manager continued registration process 167 services issues 91 system issues 29 system not responding 29 system stops responding 30 troubleshooting tools 10 Cisco Unified IP Phone 53 54 65 164 initialization process 164 troubleshooting 53 54 authentication string 53 verifying LSC 54 troubleshooting audio problems 65 Cisco Unified Mobility 119 troubleshooting 119 Cisco Unity does not roll over 98 troubleshooting 98 CISCO CCM MIB 140 troubleshooting tips 140 codec and region mismatches 71 collecting 9 debugs 9 sniffer traces 9 Command Line Interface 6 configuration checklist for pac
249. ose Details Number of Cisco Unified Communications Managers Setup stand alone cluster Unity Version from Cisco Unified Communications Manager Administration Integration type Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Opening a Case With TAC Problem Description i e Applications o List of installed applications Version numbers of each application IP voice gateways OS version Show tech IOS gateway Cisco Unified Communications Manager load Skinny gateway o Switch OS version VLAN configuration Dial plan Numbering scheme call routing Ideally submit a Visio or other detailed diagram such as JPG Using the whiteboard you may also provide the diagram through a Cisco Live session Problem Description Provide step by step detail of actions that the user performed when the issue occurs Ensure the detailed information includes e Expected behavior e Detailed observed behavior General Information Make sure that the following information is readily available e Is this a new installation e If this is a previous version of a Cisco Unified Communications Manager installation has this issue occurred since the beginning If not what changes were recently made to the system e Is the issue reproducible e If reproducible is it under normal or special circumstances e If not reproducible is there any
250. pHandle 0x4fbbc30 IP address 172 16 70 231 that is located in Cluster 2 calls another Cisco Unified IP Phone in the same cluster dn 1000 tepHandle 0x4fbb150 IP address 172 16 70 230 Remember that you can follow a device through the trace by looking at the TCP handle value time stamp or name of the device The TCP handle value for the device remains the same until the device is rebooted or goes offline The following traces show that the Cisco Unified IP Phone 1001 has gone off hook The following trace shows the unique messages TCP handle and the called number which display on the Cisco Unified IP Phone No calling number displays at this point because the user has not tried to dial any digits The following information displays in the form of Skinny Station messages between the Cisco Unified IP Phones and the Cisco Unified Communications Manager 16 05 41 625 CCM StationInit InboundStim OffHookMessageID tcpHandle 0x4fbbc3016 05 41 625 CCM StationD stationOutputDisplayText tcpHandle 0x4fbbc30 Display 1001 The next trace shows Skinny Station messages that go from Cisco Unified Communications Manager to a Cisco Unified IP Phone The first message turns on the lamp on the calling party Cisco Unified IP Phone 16 05 41 625 CCM StationD stationOutputSetLamp stim 9 Line instance 1 lampMode LampOn tcpHandle 0x4fbbc30 Cisco Unified Communications Manager uses the stationOutputCallState message to notify the station of certain ca
251. pe is obsolete you need to refer to comGateWayProductTypeIndex e Because ccomMediaDeviceType is obsolete you need to refer to comMediaDeviceProductTypelIndex e Because comCTIDeviceType is obsolete you need to refer to comCTIDeviceProductTypelIndex OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E SNMP Troubleshooting A Frequently Asked Questions A query on comPhoneProductTypelndex returns zero Why Verify that the Cisco Unified Communications Manager release that you are using has this capability While a WALK is performed on ccmPhoneTable ccmPhoneUserName is not returning any value How are usernames associated to the IP phones Create an end user and go to the phone that has been registered and associate the Owner User ID After this is done the OID in the SNMP Walk will show the user How do I get the firmware versions of each phone by using SNMP ccmPhoneLoadID object in the ccmPhoneTable will give the firmware version of each phone This value may differ if new image download failed because SNMP exposes both configured firmware ID ccmPhoneLoadID and the actual running firmware ccmPhoneActiveLoad CCM MIB returns ccmVersion as 5 0 1 which is incorrect Verify the Cisco Unified Communications Manager release that you are using has this capability If it does not upgrade CCM MIB returns incorrect cemPhoneLoadID ccmPhoneLoadID values get picked up from the
252. pervision will cause the Cisco IOS gateway not to cut through open the audio path in a forward direction which causes one way voice A workaround involves the need to configure voice rtp send recv on Cut through Two Way Audio Early Using voice rtp send recv on Cisco IOS Gateway Routers The voice path gets established in the backward direction as soon as the RTP stream is started The forward audio path will not be cut through until the Cisco IOS gateway receives a Connect message from the remote end In some cases you need to establish a two way audio path as soon as the RTP channel is opened before the connect message is received To achieve this use the voice rtp send recv global configuration command Check cRTP Settings on a Link by Link Basis on Cisco IOS Gateway Routers This issue applies to scenarios such as toll bypass where more than one Cisco IOS router gateway is involved in the voice path and Compressed RTP cRTP is used cRTP or RTP Header Compression designates a method for making the VoIP packet headers smaller to regain bandwidth cRTP takes the 40 byte IP UDP RTP header on a VoIP packet and compresses it to 2 4 bytes per packet yielding approximately 12Kb of bandwidth for a G 729 encoded call with cRTP cRTP occurs on a hop by hop basis with decompression and recompression on every hop Because each packet header needs to be examined for routing enable cRTP on both sides of an IP link Also verify that cRTP is worki
253. port for skinny signaling that differs from the default 2000 you need to adjust the NAT router with the ip nat service skinny tcp port lt number gt global configuration command The minimum software level that is required for using NAT and skinny simultaneously on a PIX firewall specifies 6 0 These levels of software do not necessarily support all the RAS messages necessary for full gatekeeper support Gatekeeper support occurs outside the scope of this document Disable voice fastpath on AS5350 and AS5400 The Cisco IOS command voice fastpath enable gets a hidden global configuration command for the AS5350 and AS5400 which is enabled by default To disable it use the no voice fastpath enable global configuration command When enabled this command caches the IP address and UDP port number information for the logical channel that is opened for a specific call and prevents the RTP stream from getting to the application layer but rather forwards the packets at a lower layer This helps marginally reduce CPU utilization in high call volume scenarios When supplementary services such as hold or transfer are used the voice fastpath command causes the router to stream the audio to the cached IP address and UDP port disregarding the new logical channel information that was generated after a call on hold was resumed or a transfer was completed To avoid this problem traffic should go to the application layer constantly so redefinition of the
254. ption Corrective Action Code 5 CAPF OP FAIL INVALID MIC This code indicates that the Invalid MIC manufacture installed certificate MIC has been invalidated You must install a LSC For more information refer to the Cisco Unified Communications Manager Security Guide 6 CAPF OP FAIL INVALID CRENDENTIALS Enter correct credentials Invalid credential 7 CAPF OP FAIL PHONE COMM _ ERROR No corrective action available Phone Communication Failure 8 CAPF_ OP FAIL OP TIMED OUT Reschedule the operation Operation timeout 11 CAPF_OP FAIL LATE REQUEST Reschedule the CAPF operation User Initiated Request Late Performing Failed RAID Disk Replacement This section provides information about performing a failed disk replacement and the general guidelines for troubleshooting Redundant Array of Inexpensive Disks RAID rebuild functionality This section contains information about performing failed RAID disk replacement with and without Restart The MCS servers use the RAID drive to protect from any data loss when the hard disk fails or runs into some issue To replace a failed disk using the RAID rebuild procedures your system must operate with at least two hard disks For systems that operate with only one hard disk RAID mirror does not apply and disk failure will result in complete data loss Recovery on such servers would require replacing the single failed disk with a replac
255. r Tips 154 Where to Find More Information 156 CHAPTER 10 Opening a Case With TAC 157 Information You Will Need 158 Required Preliminary Information 158 Network Layout 158 Problem Description 159 General Information 159 Online Cases 160 Cisco Live 160 Remote Access 160 Cisco Secure Telnet 161 Firewall Protection 161 Cisco Secure Telnet Design 161 Cisco Secure Telnet Structure 162 CHAPTER 11 Case Study Troubleshooting Cisco Unified IP Phone Calls 163 Troubleshooting Intracluster Cisco Unified IP Phone Calls 163 Sample Topology 163 Cisco Unified IP Phone Initialization Process 164 Cisco Unified Communications Manager Initialization Process 165 Self Starting Processes 165 Cisco Unified Communications Manager Registration Process 167 Cisco Unified Communications Manager KeepAlive Process 167 Cisco Unified Communications Manager Intracluster Call Flow Traces 168 Troubleshooting Intercluster Cisco Unified IP Phone Calls 172 Sample Topology 172 Intercluster H 323 Communication 172 Call Flow Traces 172 Failed Call Flow 174 CHAPTER 12 Case Study Troubleshooting Cisco Unified IP Phone to Cisco IOS Gateway Calls 175 Call Flow Traces 175 Debug Messages and Show Commands on the Cisco IOS Gatekeeper 179 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Contents Debug Messages and Show Commands on the Cisco IOS Gateway 180 Cisco IOS Gateway with T1 PRI Interface 183 C
256. ransmission tcpHandle 0x4fbb150 myIP e64610ac 172 16 70 230 16 05 45 328 CCM StationD RemotelIpAddr e74610ac 172 16 70 231 RemoteRtpPortNumber 18448 msecPacketSize 20 compressionType 4 Media_ Payload_G711Ulaw64k 16 05 46 203 CCM StationInit InboundStim OnHookMessageID tcpHandle 0x4 fbbc30 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Case Study Troubleshooting Cisco Unified IP Phone Calls Troubleshooting Intercluster Cisco Unified IP Phone Calls The calling party Cisco IP Phone finally goes on hook which terminates all the control messages between the Skinny Station and Cisco Unified Communications Manager as well as the RTP stream between Skinny Stations 16 05 46 203 CCM StationInit InboundStim OnHookMessageID tcpHandle 0x4 fbbc30 Troubleshooting Intercluster Cisco Unified IP Phone Calls The case study in this section examines a Cisco Unified IP Phone that is calling another Cisco Unified IP Phone that is located in a different cluster Consider this type of call as an intercluster Cisco Unified IP Phone call Related Topics Call Flow Traces on page 172 Failed Call Flow on page 174 Intercluster H 323 Communication on page 172 Sample Topology on page 172 Sample Topology The following sample topology gets used in this case study Two clusters each having two Cisco Unified Communications Managers and also Cisco IOS Gateways and a Cisco IOS Ga
257. ring in RTMT If the problem seems to be occurring only through a certain gateway enable tracing and or view the Call Detail Records CDR The CDR files will give a cause of termination CoT that may help determine the cause of the problem Refer to the CDR Analysis and Reporting Administration Guide for detailed information on CDRs Find the disconnect cause values origCause_value and destCause_value depending on which side hung up the call that map to Q 931 disconnect cause codes in decimal at the following location http www cisco com en US tech tk801 tk379 technologies_tech_note09186a008012e95f shtml If the call is going out of a gateway to the PSTN you can use the CDR to determine which side is hanging up the call Obtain much of the same information by enabling tracing on the Cisco Unified Communications Manager Because the trace tool can affect Cisco Unified Communications Manager performance you will want to use this option only as a last resort or if your network is not yet in production Related Topics Phone Resets on page 73 Phones Not Registering Symptom Cannot register more than 5000 phones Possible Cause The Maximum Number of Registered Devices service parameter specifies the default value Recommended Action Change the value of the Maximum Number of Registered Devices service parameter on each node to the appropriate value Gateway Issues This section addresses gateway issues E Trouble
258. roubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 A administration page not displaying 31 troubleshooting 31 administrator account not associated with Cisco Unity subscriber 99 admission rejects 81 allowing remote access 160 how to 160 analyzing captured packets 16 assistant console displays error 114 Cisco IPMA service unreachable 114 audit logging 23 authentication error 121 automatic installation of MS Virtual Machine is no longer provided for download 112 B channel remains locked when restart_ack does not contain channel IE 82 troubleshooting 82 barge 101 troubleshooting 101 C call flow traces 172 175 call park 106 troubleshooting 106 caller misses availability notification before phone reset 103 Calling Search Space 87 calls do not get routed when filtering is on or off 115 calls forwarded to voice mail treated as direct call 98 troubleshooting 98 captured packets 16 analyzing 16 Case Study 163 175 troubleshooting Cisco Unified IP Phone calls 163 INDEX Case Study continued troubleshooting Cisco Unified IP Phone to Cisco IOS Gateway calls 175 CCO cases 160 opening a case 160 Certificate Authority Proxy Function CAPF 53 54 LSC validation fails 53 troubleshooting 53 verifying CAPF certificate installation 53 verifying MIC exists 54 certificates 51 troubleshooting 51 Cisco CTIManager down 122 Cisco CTL client 51 troubleshooting 51 Cisco discovery protocol supp
259. rovisioning Interface CUPI Database Log The database audit log which displays in the informix folder in RTMT reports database changes This log which is not enabled by default gets configured in Cisco Unified Serviceability by choosing Tools gt Audit Log Configuration For a description of the settings that you can configure for audit log configuration refer to the Cisco Unified Serviceability Administration Guide This audit differs from the Application audit because it logs database changes and the Application audit logs application configuration changes The informix folder does not display in RTMT unless database auditing is enabled in Cisco Unified Serviceability Operating System Log The operating system audit log which displays in the vos folder in RTMT reports events that are triggered by the operating system It does not get enabled by default The utils auditd CLI command enables disables or gives status about the events The vos folder does not display in RTMT unless the audit is enabled in the CLI Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools Verify Cisco Unified Communications Manager Services Are Running For information on the CLI refer to the Command Line Interface Reference Guide for Cisco Unified Solutions Remote Support Acct Enabled Log The Remote Support Acct Enabled audit log which displays in the vos folder in RTMT
260. rver with root access disabled The following table provides a summary of the CLI commands and GUI selections that you can use to gather information troubleshoot various system problems Table 3 Summary of CLI Commands and GUI Selections Information Linux Serviceability GUI Tool CLI commands Command CPU usage top RTMT Processor CPU usage Go to View tab and select Server show perf query class Processor CEUand Memory Process CPU Usage for all processes show perf query counter Process CPU Time Individual process counter details including CPU usage show perf query instance lt Process task_ name gt Process state ps RTMT show perf query counter Process Process Status Go to View tab and select Server gt Process Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Tools Common Troubleshooting Tasks Tools and Commands Information Linux Serviceability GUI Tool CLI commands Command Disk usage df du RTMT show perf query counter Partition Used Go to View tab and select Server or show perf query class Partition gt Disk Usage Memory free RTMT show perf query class Memory Go to View tab and select Server gt CPU and Memory Network status netstats show network status Reboot server reboot Log in to Platform Web page on the utils system restart server Go to Server gt Current Version Collect Traces
261. rvices IPMAConsolelnstall jsp Displays Error HTTP Status 503 This Application is Not Currently Available User Authentication Fails on page 113 Assistant Console Displays Error System Error Contact System Administrator on page 113 Assistant Console Displays Error Cisco IP Manager Assistant Service Unreachable on page 114 Calls Do Not Get Routed When Filtering Is On or Off on page 115 Cisco IP Manager Assistant Service Cannot Initialize on page 116 Calling Party Gets a Reorder Tone on page 116 Manager Is Logged Out While the Service Is Still Running on page 117 Manager Cannot Intercept Calls That Are Ringing on the Assistant Proxy Line on page 117 Not Able to Call the Manager Phone When Cisco IP Manager Assistant Service is Down on page 118 IPMAConsolelnstall jsp Displays Error HTTP Status 503 This Application is Not Currently Available Symptom http lt server name gt 8443 ma Install IPMAConsoleInstall 4sp displays the following error message HTTP Status 503 This application is not currently available Possible Cause Cisco IP Manager Assistant service has not been activated or is not running Corrective Action Make sure that the Cisco IP Manager Assistant service has been activated by checking the activation status of the service at Cisco Unified Serviceability gt Tools gt Service Activation If the Cisco IP Manager Assistant service has been activated restart the Cisco Unified Communications Mana
262. s mentioned in the procedures A Warning The following procedures do not apply and are not supported if you attempt disk replacement for a disk that is not detected as failed per the following procedures For convenience RAID rebuild procedures get categorized for various server types based on the server model numbers Depending on the server model number you can choose the corresponding procedure and replace the failed disk The following table contains the categorization of each server type that corresponds to the number of system restarts that are required during each procedure Table 7 Server Categorization with Restart Type Required Restart Type Required Restart Type Server Model Single Restart MCS 7825 H4 Perform failed RAID disk replacement with single restart MCS 7825 I3 MCS 7825 I4 MCS 7825 I5 MCS 7828 I3 MCS 7828 14 MCS 7828 I5 MCS 7825 H3 Perform failed RAID disk replacement with single restart for MCS 7828 H3 Linux Software RAID Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues Performing Failed RAID Disk Replacement with Single Restart Required Restart Type Required Restart Type Server Model No Restart Related Topics MCS 7835 H2 Perform failed RAID disk replacement without restart MCS 7835 I2 MCS 7835 I3 MCS 7845
263. s of 4 proceed to Step 6 This status command can be run on all servers by using utils dbreplication status all or on one subscriber by using utils dbreplication status lt hostname gt The status report will tell you if any tables are suspect If there are suspect tables you will want to do a replication repair CLI command to sync the data from the publisher server to the subscriber servers The replication repair can be done on all subscriber servers using the all parameter or on just one subscriber server by using the following utils dbreplication repair usage utils dbreplication repair nodename all After running the replication repair which can take several minutes you can run another status command to verify that all tables are now in sync If tables are in sync after running the repair you are successful in fixing replication L Note Only do Step 6 if one of the servers showed an RTMT status of 4 or had a status of 0 for more than four hours 6 Generate and view the Unified CM Database Status report which provides debugging information for database replication For each subscriber server that has a bad RTMT status check that the hosts rhosts sqlhosts and services files have the appropriate information Generate and view the Unified CM Cluster Overview report Verify that the subscriber servers have the same version verify that connectivity is good and verify that time delay is within tolerances If the precedi
264. s on Cisco IOS Gateway Routers When the Cisco IOS gateway has multiple active IP interfaces some of the H 323 signaling may use one IP address for course and other parts of it may reference a different source addresses This can generate various kinds of problems including being one way audio OL 27404 01 Device Issues amp One Way Audio or No Audio To avoid the problem the H 323 signaling can be bound to a specific source address which can belong to a physical or virtual interface loopback The command syntax to use under the interface configuration mode follows h323 gateway voip bind srcaddr lt ip address gt Configure this command under the interface with the IP address to which the Cisco Unified Communications Manager points Configuring H 323 Support for Virtual Interfaces documents this command which was introduced in Cisco IOS Release 12 1 2T Note A bug exists in version 12 2 6 where this solution can actually cause a one way audio problem For more information refer to bug ID CSCdw69681 registered customers only in Cisco Software Bug Toolkit registered customers only Check that Answer Supervision Is Being Sent and Received Correctly from the Telco or Switch In an implementation that has a Cisco IOS gateway connected to a Telco or switch verify that answer supervision gets sent correctly when the called device behind the telco or switch answers the call Failure to receive the answer su
265. s that you re collect them To stop a debug use the no debug all or undebug all commands Verify that the debugs have been turned off by using the command show debug Cisco Secure Telnet L Note Cisco Secure Telnet allows Cisco Service Engineers CSE transparent firewall access to the Cisco Unified Communications Manager node on your site Using strong encryption Cisco Secure Telnet enables a special Telnet client from Cisco Systems to connect to a Telnet daemon behind your firewall This secure connection allows remote monitoring and troubleshooting of your Cisco Unified Communications Manager nodes without requiring firewall modifications Cisco provides this service only with your permission You must ensure that a network administrator is available at your site to help initiate the process Packet Capture This section contains information about packet capture Related Topics Packet Capturing Overview on page 10 Configuration Checklist for Packet Capturing on page 11 Adding an End User to the Standard Packet Sniffer Users Group on page 11 Configuring Packet Capturing Service Parameters on page 12 Configuring Packet Capturing in the Phone Configuration Window on page 13 Configuring Packet Capturing in Gateway and Trunk Configuration Windows on page 13 Packet Capturing Configuration Settings on page 15 Analyzing Captured Packets on page 16 Packet Capturing Overview Because third party troubleshooting tools t
266. s that you verify the kerneldump utility is enabled after you install Cisco Unified Communications Manager to allow for more efficient troubleshooting If you have not already done so enable the kerneldump utility before you upgrade Cisco Unified Communications Manager from supported appliance releases tg Important Enabling or disabling the kerneldump utility will require a reboot of the node Do not execute the enable command unless you are within a window where a reboot would be acceptable The command line interface CLI for the Cisco Unified Communications Operating System can be used to enable disable or check the status of the kerneldump utility Use the following procedure to enable the kernel dump utility Configuring the kerneldump utility 1 To configure the kerneldump utility on a CUCM node start a CLI session as described in the Command Line Interface Reference Guide for Cisco Unified Solutions 2 To view the status of the kerneldump utility execute the utils os kerneldump server status command 3 Ifthe status of the kerneldump utility is disabled execute the utils os kerneldump server start command This will require a node restart so do not execute this command during production hours Working with files that are collected by the kerneldump utility To view the crash information from the kerneldump utility use the Cisco Unified Real Time Monitoring Tool or the command line interface CLI To collect the
267. s who are responsible for managing the Cisco Unified Communications Manager system for enterprise managers and for employees This guide requires knowledge of telephony and IP networking technology OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Preface Organization Organization The following table shows how this guide is organized E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Table 1 How This Document Is Organized Chapter and Title Troubleshooting Overview on page 1 Description Provides an overview of the tools and resources that are available for troubleshooting the Cisco Unified Communications Manager Troubleshooting Tools on page 5 Addresses the tools and utilities that you can use to configure monitor and troubleshoot Cisco Unified Communications Manager and provides general guidelines for collecting information to avoid repetitive testing and re collection of identical data Cisco Unified Communications Manager System Issues on page 29 Describes solutions for the most common issues that relate to a Cisco Unified Communications Manager system Device Issues on page 63 Describes solutions for the most common issues that relate to IP phones and gateways Dial Plans and Routing Issues on page 85 Describes solutions for the most common issues that relate to dial plans route partitions and
268. sco Unified CM The log files reside on the server that runs the Cisco IP Manager Assistant service Cisco IPMA client trace SINSTALL DIR logs ACLog txt on the client desktop in the same files location where the Unified CM Assistant assistant console resides To enable debug tracing go to the settings dialog box in the assistant console In the advanced panel check the Enable Trace check box Note This enables only debug tracing Error tracing always remains On Cisco IPMA client install SINSTALL DIR InstallLog txt on the client desktop in the same location trace files where the Unified CM Assistant assistant console resides Cisco IPMA Client SINSTALL DIR UpdatedLog txt on the client desktop in the same location AutoUpdater trace files where the Unified CM Assistant assistant console resides Install directory By default c Program Files Cisco Unified Communications Manager Assistant Console Related Topics IPMAConsolelInstall jsp Displays Error HTTP Status 503 This Application is Not Currently Available on page 111 IPMAConsoleInstall jsp Displays Error No Page Found Error on page 111 Exception java lang ClassNotFoundException InstallerApplet class on page 112 Automatic Installation of MS Virtual Machine Is No Longer Provided for Download on page 112 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Troubleshooting Features and Se
269. sco Unified Communications Manager Release 9 0 1 Device Issues Lost or Distorted Audio Lost or Distorted Audio E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Symptom One of the most common problems that you may encounter involves broken audio signal often described as garbled speech or lost syllables within a word or sentence Two common causes for this exist packet loss and or jitter Packet loss means that audio packets do not arrive at their destination because they were dropped or arrived too late to be useful Jitter describes the variation in the arrival times of packets In the ideal situation all Voice over IP VoIP packets would arrive exactly at a rate of 1 every 20 microseconds ms Notice that this is not the time that it takes for a packet to get from point A to point B but is simply the variation in packet arrival times Possible Cause Many sources of variable delay exist in a network You can control some of these but not others You cannot entirely eliminate variable delay in a packetized voice network Digital Signal Processors DSP on phones and other voice capable devices by design buffer some of the audio in anticipation of variable delay This dejittering occurs only when the audio packet reaches its destination and is ready to be put into a conventional audio stream The Cisco Unified IP Phone model 7960 can buffer as much as 1 second of voice samples Because the ji
270. shooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Device Issues Gateway Reorder Tone i Related Topics Gateway Reorder Tone on page 75 Gateway Registration Failure on page 75 Gateway Reorder Tone Symptom Reorder tone occurs Possible Cause Users placing a call through the gateway might get a reorder tone if they are attempting to make a restricted call or to call a number that has been blocked A reorder tone may occur if the dialed number is out of service or if the PSTN has an equipment or service problem Check to be sure that the device that is giving the reorder tone has registered Also check your dial plan configuration to ensure that the call can be successfully routed Recommended Action The following procedure shows the steps for troubleshooting reorder tones through gateways 1 Check the gateways to ensure that you are using the latest software loads 2 Check www cisco com for the latest software loads new patches or release notes relating to the problem 3 Start an SDI trace and re create the problem Reorder tones result from a configuration issue with location based admission control or gatekeeper based admission control where the Cisco Unified Communications Manager might limit the number of allowable calls In the SDI trace locate the call to determine whether it was blocked intentionally by a route pattern or the calling search space or by any other configurat
271. ss Gateway DE30 and DT 24 G 71 la law mu law G 723 1 Location and Bandwidth If a user receives a reorder tone after dialing a number this indicates that the cause may be that the Cisco Unified Communications Manager bandwidth allocation for the location of one of the call end devices was exceeded Cisco Unified Communications Manager checks for the available bandwidth for each device before making a call If no bandwidth is available Cisco Unified Communications Manager will not set up the call and the user receives a reorder tone 12 42 09 017 Cisco Communications Manager Locations Orig 1 BW 12Dest 0 BW 1 1 implies infinite bw available 12 42 09 017 Cisco Communications Manager StationD stationOutputCallState tcpHandle 0x4flad98 12 42 09 017 Cisco Communications Manager StationD stationOutputCalliInfo CallingPartyName CallingParty 5003 CalledPartyName CalledParty 5005 tcpHandle 0x4f1ad98 12 42 09 017 Cisco Communications Manager StationD stationOutputStartTone 37 ReorderTone tcpHandle 0x4flad98 After the call is established the Cisco Unified Communications Manager will subtract bandwidth from the locations depending on the codec that is used in that call e If the call is using G 711 Cisco Unified Communications Manager subtracts 80k e If the call is using G 723 Cisco Unified Communications Manager subtracts 24k e If the call is using G 729 Cisco Unified Communications Manager subtracts 24k Phone Issues
272. ssage as well as other information When the H 225 connection message is received the call connects OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Case Study Troubleshooting Cisco Unified IP Phone to Cisco IOS Gateway Calls E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Call Flow Traces 15 20 22 9660 CCM Ia Message N22 COnmeCEMs cia PLroOroCOlLl HZZO RROCOCOINOE 7 OliZaeo Com CCM SiO DE aae ONONE CEO CallingPartyName 1001 CallingParty 1001 CalledPartyName CalledParty 3333 tcpHandle 0x5138d98 15 20 22 062 CCM MediaCoordinator wait _AuConnectInfolInd 15 20 22 062 CCM StationD stationOutputStartMediaTransmission ine Hianmclie OscoskS GCS Simamvysle Ps mnow 4 Gulu Oia Gh Av lhGren Or esse HS AO AO OGZaC CMS carton D ga REMO teI pAddr E26 NaC Glan Am IkGrem Ole A746 RemoteRtpPortNumber 16758 msecPacketSize 20 compressionType 4 Media_ Payload_G711Ulaw64k 15 20 22 062 CCM Locations Orig 0 BW 1Dest 1 BW 6 1 implies infinite bw available 16 03 25 359 CCM MediaManager 1 wait AuConnectInfo recieved response fowarding Es CULO TIAL LOTTIS lt ET ei 1OO IOS i Ai ss lt iihs 32S s 10 1a 233 16209225359 eC eMilIMecia conduct Oia walt AuConnectinfoind lt CT 71 100 105 1 213 gt lt iP 3128 107 142 233 gt 16 03 25 359 CCM ConnectionManager wait _AuConnectInfolnd CU LEV TIAL LOTT IZ ECT ei 100
273. ssing the Transfer softkey or Transfer button if available and dialing the directed call park number the user receives a busy tone and the IP phone displays the message Park Slot Unavailable Ensure that the dialed directed call park number is not already occupied by a parked call or park the call on a different directed call park number User cannot park calls After pressing the Transfer softkey or Transfer button if available and dialing the directed call park number the user receives a reorder tone or announcement Ensure that the dialed number is configured as a directed call park number See the Cisco Unified Communications Manager Features and Services Guide Parked calls revert too quickly Set the Call Park Reversion Timer to a longer duration See the Cisco Unified Communications Manager Features and Services Guide User cannot park calls The user receives a reorder tone after the reversion timer expires Ensure that the user presses the Transfer softkey or Transfer button if available before dialing the directed call park number then presses the Transfer softkey or Transfer button again or goes on hook after dialing the directed call park number Because directed call park is a transfer function the directed call park number cannot be dialed alone See the Cisco Unified Communications Manager Features and Services Guide Note You can complete the transfer only by going on hook rather than pressing the
274. sult in a kernel panic Performing Failed RAID Disk Replacement Without Restart Perform the following procedure to replace a failed RAID disk for these specific servers e MCS 7835 H2 e MCS 7835 I2 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues L Note Performing Failed RAID Disk Replacement Without Restart e MCS 7845 H2 e MCS 7845 I2 e MCS 7835 I3 e MCS 7845 I3 e DL 380 G6 Procedure 1 Log in to the console as an Administrator and enter show hardware CLI command 2 Check the status of the logical drives Perform one of the following e If the logical drive status is OK or Optimal you need not perform any further action e If the logical drive status is not OK check the physical disk status as described in Step 3 3 Enter the show hardware CLI command again and perform one of the following e Ifnone of the physical disks displays the status as Failed you need not perform any further action e If the logical drive status is not OK or Optimal and any physical disk displays as Failed identify the physical disk on the server as follows The LED color of the failed disk will be in amber or red physical disk status To replace the failed drive and rebuild the RAID continue with Step 4 4 Pull the failed disk from the slot 5 Enter the CLI command show hardware to ensure that the current number o
275. t 8443 ma Install IPMAConsoleInstall jsp OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Features and Services Assistant Console Displays Error Cisco IP Manager Assistant Service Unreachable Possible Cause 2 The user did not get configured correctly in the database Corrective Action 2 Ensure that the user ID and the password are administered as a Cisco Unified Communications Manager user through Cisco Unified Communications Manager Administration You must administer the user as an assistant or a manager by associating the Cisco Unified Communications Manager Assistant user information which you access through Cisco Unified Communications Manager Administration gt User Management gt End User For more information see the Cisco Unified Communications Manager Features and Services Guide Possible Cause 3 When you deleted a manager from an assistant Cisco Unified Communications Manager Administration left a blank line for the assistant Corrective Action 3 From the Assistant Configuration window reassign the proxy lines For more information see the Cisco Unified Communications Manager Features and Services Guide Assistant Console Displays Error Cisco IP Manager Assistant Service Unreachable E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Symptom After launching the assistant console the following mess
276. t method to manage Syslog messages from Cisco devices Cisco Syslog Analyzer serves as the component of Cisco Syslog Analysis that provides common storage and analysis of the system log for multiple applications The other major component Syslog Analyzer Collector gathers log messages from Cisco Unified Communications Manager servers These two Cisco applications work together to provide a centralized system logging service for Cisco Unified Communications Solutions Refer to the following URL for RME documentation http www cisco com en US products sw cscowork ps2073 products_tech_note09186a00800a7275 shtml Cisco Discovery Protocol Support The Cisco Discovery Protocol Support enables discovery of Cisco Unified Communications Manager servers and management of those servers Refer to the following URL for RME documentation http www cisco com en US products sw cscowork ps2073 products_tech_note09186a00800a7275 shtml Simple Network Management Protocol Support Network management systems NMS use SNMP an industry standard interface to exchange management information between network devices A part of the TCP IP protocol suite SNMP enables administrators to remotely manage network performance find and solve network problems and plan for network growth An SNMP managed network comprises three key components managed devices agents and network management systems Troubleshooting Guide for Cisco Unified Communications Manager Rele
277. table and globalinfo tables are blank Verify that your Cisco UCM release has this capability If not upgrade How is the Messagelnterval value set in the Interface table as well as Global table in CDP MIB Check to see whether the HoldTime value is greater than Messagelnterval value If it is less the MessagelInterval value cannot get set from both interface table and global table SYSAPP MIB Tips This section contains tips for SYSAPP MIB Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting Collecting Logs i Related Topics Collecting Logs on page 153 Using Servlets in Cisco Unified Communications Manager 8 0 on page 153 Collecting Logs Collect the following logs and information for analysis Execute the command file get activelog lt paths in the following bullets gt e SNMP Master Agent Path platform snmp snmpdm e System Application Agent Path platform snmp sappagt Using Servlets in Cisco Unified Communications Manager 8 0 The SysAppl MIB provides a way to get inventory of what is installed and running at a given time SysAppl agent cannot give the list of services that are activated or deactivated It can only provide the running not running states of the application services Web App services Servlets cannot get monitored by using the SysAppl MIB The following servlets exist for a 8 0 system e Cisco CallManager Admin e Cisco CallMan
278. tate Incorrect Device Registration Status Displays E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Symptom Incorrect device registration status displays in the device windows in Cisco Unified Communications Manager Administration Possible Cause Cisco RIS Data Collector service provides the current device registration status to Cisco Unified Communications Manager Administration windows If the status does not display one of the following causes may exist The Cisco RIS Data Collector service is not running or not responding Network connectivity issues or DNS name resolution issues exist so Cisco Unified Communications Manager Administration cannot establish communication with the Cisco RIS Data Collector service OL 27404 01 Device Issues Incorrect Device Registration Status Displays Recommended Action 1 Using Cisco Unified Serviceability make sure that the Cisco RIS Data Collector service is running If the service is running restart the service For information on checking service status and restarting services refer to the Cisco Unified Serviceability Administration Guide 2 Ensure that The DNS server is properly configured and available The hosts file has proper mapping for Cisco Unified Communications Manager servers e No DNS resolution issues exist for Cisco Unified Communications Manager servers in the cluster e You add local server name to the hosts file
279. tatus on the new replaced hard disk will display Rebuilding for the course of rebuilding Rebuild will take between 1 to 2 hours to complete This depends on the size of the disk After the failed RAID disk replacement is complete the status of both the logical drive and the new physical disk will display as OK and Online Performing Failed RAID Disk Replacement with Single Restart for Linux Software RAID Perform the following procedure to replace a failed RAID disk for these specific servers e MCS 7825 H3 e MCS 7828 H3 Procedure 1 Log in to the console as an administrator and enter the CLI command show hardware Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues A Performing Failed RAID Disk Replacement Without Restart 2 Check the status of the logical drives e If the logical drive state is active or clean you need not perform any further action e If the logical drive state is degraded check the physical disk status as described in Step 3 3 Enter the CLI command show hardware again and check the physical disk status e If none of the physical disks displays the state as Removed you need not perform any further action e If the logical drive state is degraded and any physical disk displays the state as Removed identify the physical disk on the server as follows The LED color of the fai
280. te Signing Request CSR process ensure that you provide the FQDN as part of subject CN Using this CSR when a self signed certificate or CA certificate is obtained the Common Name will contain the same FQDN Hence no issues should occur when LDAP authentication is enabled for applications such as CTI CTL and so on with the trust certificate imported to the directory trust If you are not using DNS enter an IP Address in the LDAP Authentication Configuration window in Cisco Unified Communications Manager Administration Then add the following line of text in etc openldap ldap conf TLS_REQCERT never You must have a remote account to update the file which prevents the Open LDAP library from verifying that certificate from the server However subsequent communication still occurs over SSL Slow Server Response This section addresses a problem that relates to a slow response from the server due to mismatched duplex port settings Symptom Slow response from the server occurs Possible Cause Slow response could result if the duplex setting of the switch does not match the duplex port setting on the Cisco Unified Communications Manager server Recommended Action 1 For optimal performance set both switch and server to 100 Full Cisco does not recommend using the Auto setting on either the switch or the server 2 You must restart the Cisco Unified Communications Manager server for this change to take effect JTAPI Subsys
281. te packet capturing Cisco Unified Communications Manager sets the Packet Capture Mode to None Batch Processing Mode Cisco Unified Communications Manager writes the decrypted or nonencrypted messages to a file and the system encrypts each file On a daily basis the system creates a new file with anew encryption key Cisco Unified Communications Manager which stores the file for seven days also stores the keys that encrypt the file in a secure location Cisco Unified Communications Manager stores the file in the PktCap virtual directory A single file contains the time stamp source IP address source IP port destination IP address packet protocol message length and the message The TAC debugging tool uses HTTPS administrator username and password and the specified day to request a single encrypted file that contains the captured packets Likewise the tool requests the key information to decrypt the encrypted file Tip Before you contact TAC you must capture the SRTP packets by using a sniffer trace between the affected devices Packet Capture Duration This setting exists for troubleshooting encryption only packet capturing may cause high CPU usage or call processing interruptions This field specifies the maximum number of minutes that is allotted for one session of packet capturing The default setting equals 0 although the range exists from 0 to 300 minutes To initiate packet capturing enter a value other tha
282. te point DN in the Coverage Destination field for example CFNA as 1 xxx for the route point DN 1xxx 6 In the Calling Search Space drop down list box choose CSS M E or appropriate calling search space 7 Click the Update button Troubleshooting Cisco Unified Mobility This section provides information to help you troubleshoot problems with Cisco Unified Mobility Related Topics Cisco Unified Mobility User Hangs Up Mobile Phone But Cannot Resume Call on Desktop Phone on page 119 Dial via Office Related SIP Error Codes on page 120 Cisco Unified Mobility User Hangs Up Mobile Phone But Cannot Resume Call on Desktop Phone Symptom When a remote destination mobile phone is not a smart phone and a call to this mobile phone is anchored through Cisco Unified Communications Manager the user can hang up the mobile phone and expect to see a Resume softkey on the user desktop phone to resume the call The user cannot resume this call on the user desktop phone Possible Cause If the calling party receives busy reorder disconnect tone when the mobile phone hangs up the mobile phone provider probably did not disconnect the media Cisco Unified Communications Manager cannot recognize this circumstance because no disconnect signals came from the provider To verify whether this is the case let the calling party wait 45 seconds when service provider will time out and send disconnect signals upon which Cisco Unified Communications Manager c
283. tekeeper are in place intercluster H 323 Communication The Cisco IP Phone in Cluster makes a call to the Cisco Unified IP Phone in Cluster 2 Intercluster Cisco Unified Communications Manager communication takes place by using the H 323 Version 2 protocol A Cisco IOS Gatekeeper also serves for admission control The Cisco Unified IP Phone can connect to the Cisco Unified Communications Manager using Skinny Station protocol and the Cisco Unified Communications Manager can connect with the Cisco IOS Gatekeeper by using the H 323 Registration Admission and Status RAS protocol The admission request message ARQ gets sent to the Cisco IOS Gatekeeper which sends the admission confirmed message ACF after making sure that the intercluster call can be made by using H 323 version 2 protocol After this happens the audio path gets made by using the RTP protocol between Cisco Unified IP Phones in different clusters Call Flow Traces This section discusses the call flow by using SDI trace examples that are captured in the CCM000000000 file The traces that are discussed in this case study focus only on the call flow itself In this call flow a Cisco Unified IP Phone 2002 that is located in Cluster 2 calls a Cisco Unified IP Phone 1001 located in Cluster 1 Remember that you can follow a device through the trace by looking at the TCP handle value time stamp or name of the device The TCP handle value for the device remains the same until t
284. tem Startup Problems The JTAPI Java Telephony API subsystem represents a very important component of the Cisco Customer Response Solutions CRS platform JTAPI communicates with the Cisco Unified Communications Manager and has responsibility for telephony call control The CRS platform hosts telephony applications such as Cisco Unified Auto Attendant Cisco IP ICD and Cisco Unified IP IVR Although this section is not specific to any of these applications keep in mind that the JTAPI subsystem is an underlying component that all of them use Before starting the troubleshooting process ensure that the software versions that you are using are compatible To verify compatibility read the Cisco Unified Communications Manager Release Notes for the version of Cisco Unified Communications Manager that you are using To check the version of CRS log in to AppAdmin by entering http servername appadmin where servername specifies the name of the server on which CRS is installed Find the current version in the lower right corner of the main menu Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager System Issues JTAPI Subsystem is OUT_OF_SERVICE i JTAPI Subsystem is OUT_OF_SERVICE Symptom The JTAPI subsystem does not start Possible Cause One of the following exceptions displays in the trace file e MIVR SS_TEL 4 ModuleRunTimeFailure e MIVR SS_TE
285. tension Mobility object counter specifies a high value If the requests are rejected due to large number of concurrent requests the Requests Throttled counter also specifies a high value Collect detailed database logs 207 207 Device Name Empty Check that the URL that is configured for Cisco Extension Mobility is correct OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Features and Services Troubleshooting Cisco Unified Communications Manager Assistant Troubleshooting Cisco Unified Communications Manager Assistant This section covers solutions for the most common issues that relate to Cisco Unified Communications Manager Assistant The following table describes troubleshooting tools for Unified CM Assistant and the client desktop Table 11 Cisco Unified Communications Manager Assistant Troubleshooting Tools and Client Desktop Tool Description Location Assistant server trace files You can download these files from the server by using one of the following methods e Use the CLI command file get activelog tomcat logs ipma log4j e Use the trace collection features in the Unified CM Cisco Unified Real Time Monitoring Tool RTMT Refer to the Cisco Unified Real Time Monitoring Tool Administration Guide for more information You can enable debug tracing by choosing Cisco Unified Serviceability gt Trace gt Configuration Ci
286. teway shows up on your server this provides a good indication but is not a definitive indication Delete the lease at the DHCP server Reset the gateway If the gateway reappears on the server with a lease within a couple of minutes everything works fine in this area If not either the gateway cannot contact the DHCP server Is a router improperly configured and not forwarding DHCP broadcasts Is the server running or cannot get a positive response Is the IP address pool depleted If performing these checks does not yield the answer use a sniffer trace to determine the specific problem For a Catalyst 6000 gateway you should check to make sure that the NMP can communicate with the gateway You can check this by trying to ping its internal IP address from the NMP The IP address uses this format 127 1 module port For example for port 1 on module 7 you would enter Console enable ping 127 1 7 1 rel ogol ag eiliwe If pinging works the show port command shows the IP address information Make sure that the IP address information and the TFTP IP address is correct as well If the gateway is failing to obtain valid DHCP information use the tracy utility supplied by Cisco TAC to determine the problem 10 After obtaining this utility from TAC issue the following command from the Cat6000 Command Line Interface CLI tracy_start mod port OL 27404 01 Device Issues 11 12 13 14 15 Gateway Re
287. that use the media list you will see No Conference Bridge available on the phone screen 6 Check that a MediaListExhausted Alarm Alert Trap is generated RouteListExhausted te ee 1 Create a Route Group RG that contains one gateway 2 Create a Route Group List RGL that contains the RG that was just created 3 Create a Route Pattern 9 XXXX that routes a 9XXXX call through the RGL 4 Unregister the gateway 5 Dial 9XXXX on one of the phones 6 Check that a RouteListExhausted Alarm Alert Trap gets generated Malici llFailed RE ane 1 Create a softkey template In the template add the MaliciousCall softkeys to the different states for the phone 2 Assign the new softkey template to actual phones reset the phones 3 Make some calls and select the MaliciousCall softkey in the phone screen during or after the call 4 Check that a MaliciousCallFailed Alarm Alert Trap gets generated E Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 SNMP Troubleshooting Limitations Limitations Collect the following logs and information for analysis e SNMP Master Agent logs stored at platform snmp snmpdm e Cisco UCM SNMP Service by using the Real Time Monitoring Tool RTMT or by entering the file get activelog lt path gt CLI command The path where the logs are stored is cm trace ccmmib sdi e All the files in usr local Snmpri conf fol
288. the profile The Cisco Unified Communications Manager routing request failed when Cisco Unified Communications Manager failed to parse the routing directive from the adjunct route server e Verify that the XACML or CIXML is correctly formatted Both the XACML request and response display in the Cisco CallManager SDI trace The routing response code for each routing request exists in the trace A value of 0 means the request was received and parsed correctly Call failed due to exceed maximum diversion hops or maximum diversion hops to the same translation pattern e A caller receives reorder tone e Check the Cisco CallManager SDI trace For example if the External Call Control Diversion Maximum Hop Count service parameter is 12 the Cisco CallManager SDI trace shows PER RoutingCallinfo isCallDiversionMaximumHopCountExceeded callDiversionHopCount 12 gt CallDiversionMaximumHopCountLimit 12 e For example if the Maximum External Call Control Diversion Hops to Pattern or DN service parameter is 12 the Cisco CallManager SDI trace shows PER RoutingCalliInfo isCallDiversionMaximumHopToSamePatternCountExceeded CallDiversionHopToSamePatternCount 12 gt CallDiversionMaximumHopToSamePatternCountLimit 12 e Verify the service parameter configuration and change if necessary e Verify the obligation configuration on the adjunct route server for call redirection For example A calls B the route for B in
289. the user cannot initiate packet capturing OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Troubleshooting Tools Configuring Packet Capturing Service Parameters The following procedure which describes how to add an end user to the Standard Packet Sniffer Users group assumes that you configured the end user in Cisco Unified Communications Manager Administration as described in the Cisco Unified Communications Manager Administration Guide Procedure 1 Find the user group as described in the Cisco Unified Communications Manager Administration Guide 2 After the Find List window displays click the Standard Packet Sniffer Users link 3 Click the Add Users to Group button 4 Add the end user as described in the Cisco Unified Communications Manager Administration Guide 5 After you add the user click Save Configuring Packet Capturing Service Parameters To configure parameters for packet capturing perform the following procedure Procedure 1 In Cisco Unified Communications Manager Administration choose System gt Service Parameters 2 From the Server drop down list box choose an Active server where you activated the Cisco CallManager service 3 From the Service drop down list box choose the Cisco CallManager Active service 4 Scroll to the TLS Packet Capturing Configuration pane and configure the packet capturing settings Tip amp For information on
290. thing special about when it does occur e What is the frequency of occurrence e What are the affected devices e If specific devices are affected not random what do they have in common Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Opening a Case With TAC A Online Cases e Include DNs or IP addresses if gateways for all devices that are involved in the problem e What devices are on the Call Path if applicable Online Cases Opening a case online through Cisco com gives it initial priority over all other case opening methods High priority cases P1 and P2 provide an exception to this rule Provide an accurate problem description when you open a case That description of the problem returns URL links that may provide you with an immediate solution If you do not find a solution to your problem continue the process of sending your case to a TAC engineer Cisco Live Cisco Live a secure encrypted Java applet allows you and your Cisco TAC engineer to work together more effectively by using Collaborative Web Browsing URL sharing whiteboard Telnet and clipboard tools Access Cisco Live at the following URL http c3 cisco com Remote Access Remote access provides you with the ability to establish Terminal Services remote port 3389 HTTP remote port 80 and Telnet remote port 23 sessions to all the necessary equipment A Caution When you ar
291. this LED is not blinking at all or blinking very rapidly this indicates that the gateway software is not running Normally this results in an automatic reset of the gateway Also consider it as normal for the gateway to reset itself if it cannot complete the registration process after about 2 to 3 minutes So you may happen to look at the heartbeat LED while the device is resetting but if the normal blinking pattern does not appear in 10 to 15 seconds the gateway suffered a serious failure On the Cisco Access Analog gateways find the green heartbeat LED on the far right of the front panel On the Cisco Access Digital gateways find the red LED on the far left on the top edge of the card On the Cisco Analog Access WS X6624 a green LED displays inside the blade not visible from the front panel on the far right card edge near the front Finally on the Digital Access WS X6608 a separate heartbeat LED exists for each of the eight spans on the blade Eight red LEDs appear across the card not visible from the front panel about two thirds of the way towards the back Check that the gateway received its IP address A standalone gateway must receive its IP address using DHCP or BOOTP A Catalyst gateway may receive its IP address by DHCP BOOTP or by manual configuration through the NMP If you have access to the DHCP server the best way to check a standalone gateway is to verify that the device has an outstanding lease on an IP address If the ga
292. tional alarm e Cisco Unified Communications Manager does not recognize the service ID in a publish revoke or withdrawal message that the SAF forwarder issued e SAFPublishRevoke e Informational alarm e You issued a CLI command on the SAF Forwarder router to revoke the publish action for the service or subservice ID that is specified in this alarm e DuplicateLearnedPattern e Error alarm e The call control discovery requesting service received the same hosted DN from multiple remote call control entities The parameter Issue Alarm for Duplicate Learned Patterns controls whether this alarm gets issued e In RTMT open the Learned Pattern report and find the duplicate pattern that is specified in this alarm Ensure that the learned patterns are unique Determine which remote call control entity needs to be changed so duplicate patterns do not exist e CCDIPReachableTimeOut e Error Alarm e The CCD requesting service detected that it can no longer reach the learned patterns through IP All learned patterns from this SAF forwarder get marked as unreachable via IP and all calls to learned patterns get routed through the PSTN Calls get routed through the PSTN for a specific amount of time before PSTN failover times out e Check IP connectivity and resolve any TCP or IP problems in the network e CCDPSTNFailOverDurationTimeOut e Error Alarm e When learned patterns are not reachable through IP Cisco Unified Communications Manager routes c
293. tions Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues A Port 80 Blocked Between Your Browser and the Cisco Unified Communications Manager Server Port 80 Blocked Between Your Browser and the Cisco Unified Communications Manager Server Symptom One of the following messages displays when a firewall blocks the port that is used by the web server or the http traffic e Internet Explorer This page cannot be displayed e Netscape There was no response The server could be down or is not responding Possible Cause For security reasons the system blocked the http access from your local network to the server network Recommended Action 1 Verify whether other types of traffic to the Cisco Unified Communications Manager server such as ping or Telnet are allowed If any are successful it will show that http access to the Cisco Unified Communications Manager web server has been blocked from your remote network 2 Check the security policies with your network administrator 3 Try again from the same network where the server is located Improper Network Setting Exists in the Remote Machine Symptom No connectivity exists or no connectivity exists to other devices in the same network as the Cisco Unified Communications Manager When you attempt the same action from other remote machines Cisco Unified Communications Manager Administration displays Possible Cause Improper network configuration
294. tions Manager servers without requiring firewall modifications Note Cisco accesses your network only with your permission You must provide a network administrator at your site to help initiate the process Firewall Protection Virtually all internal networks use firewall applications to restrict outside access to internal host systems These applications protect your network by restricting IP connections between the network and the public Internet Firewalls work by automatically blocking TCP IP connections that are initiated from the outside unless the software is reconfigured to allow such access Corporate networks normally permit communication with the public Internet but only if connections directed to outside hosts originate from inside the firewall Cisco Secure Telnet Design Cisco Secure Telnet takes advantage of the fact that Telnet connections can easily be initiated from behind a firewall Using an external proxy machine the system relays TCP IP communications from behind your firewall to a host behind another firewall at the Cisco Technical Assistance Center TAC Using this relay server maintains the integrity of both firewalls while secure communication between the shielded remote systems get supported Figure 1 Cisco Secure Telnet System Cisco SecureTelnet Customer Cisco TAC tndconnect Customer Internet Telnet client firewall PPE anes me f Telnet T Telnet g g Go Cisco Unified K
295. to a delete on device table Recommended Action 1 Run utils dbreplication stop on the affected subscribers You can run them all at once 2 Wait until step 1 completes then run utils dbreplication stop on the affected publisher server 3 Run utils dbreplication clusterreset from the affected publisher server When you run the command the log name gets listed in the log file Watch this file to monitor the process status The path to the follows var log active cm trace dbl sdi 4 From the affected publisher run utils dbreplication reset all 5 Stop and restart all the services on all the subscriber servers or restart reboot all the systems subscriber servers in the cluster to get the service changes Do this only after utils dbreplication status shows Status 2 Related Topics Replication Fails Between the Publisher and the Subscriber Server on page 35 Database Tables Out of Sync Do Not Trigger Alert N Note Out of sync means that two servers in the cluster do not contain the same information in a specific database table Symptom On Cisco Unified Communications Manager Version 6 x or later the symptoms include unexpected call processing behaviors Calls do not get routed or handled as expected The symptoms may occur on either the publisher or on the subscriber servers On Cisco Unified Communications Manager Version 5 x the symptoms include unexpected call processing behaviors Calls do not get routed or handled
296. troubleshoot the various Cisco Unified Communications Manager processes and the effect of those processes on services such as conferencing and call forwarding The following messages from the Cisco Unified Communications Manager SDI trace utility show the initialization process on one of the Cisco Unified Communications Managers in this case Unified CM1 The first message indicates that Cisco Unified Communications Manager started its initialization process The second message indicates that Cisco Unified Communications Manager read the default database values for this case it is the primary or publisher database e The third message indicates Cisco Unified Communications Manager received the various messages on TCP port 8002 The fourth message shows that after receiving to these messages Cisco Unified Communications Manager added a second Cisco Unified Communications Manager to its list Unified CM2 172 16 70 229 e The fifth message indicates that Cisco Unified Communications Manager has started and is running Cisco Unified Communications Manager version 3 1 1 16 02 47 765 CCM CMProcMon Communications ManagerState Changed Tarecielirracioa Seared iosO2Zcay 796 CCMi iNeweircls idweincinels 107 EventClass 3 EventInfo Cisco CCMDatabase Defaults Read 16 02 49 937 CCM SDL Info NodeId 1 Listen IP Hostname LIA ILS TO 220 etea Pores S002 16 02 49 984 CCM dBProcs Adding SdlLink to NodeId 2 IP Hostname
297. ts provides MTP resources for 16 calls as shown in the following trace 11 51 09 939 CCM CallManager MediaTerminationPointControl Capabilities Received Device MTP00107BO00FB1 Registered Supports 16 calls The following hardware trace from the Cisco Catalyst 6000 8 Port Voice T1 E1 and Services Module indicates that the E1 port 4 2 in the card has registered as an MTP transcoder with Cisco Unified Communications Manager greece sup enable sh port 4 2Port Name Status Vlan Duplex Speed Typ 4 2 enabled 1 ie IL MTP Borie DHCP MAC Address IP Address Subnet Mask 4 2 Ciisaiolls OO LO Ha OO Or ol 10 200 72532 255225520550 POTT Call Manager s DHCP Server TETP S6rVET Gateway 4 2 10 200 72 25 10 200 72 25 Ronit DNS Server s Domain 4 2 0 000 PORT CallManagerState DSP Type 4 2 registered C549 OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 Bi Cisco Unified Communications Manager Services Issues A No Supplementary Services Are Available on an Established Call Port NoiseRegen NonLinearProcessing 4 2 disabled disabled 3 Inthe Gateway Configuration window of Cisco Unified Communications Manager Administration check to see whether the Media Termination Point Required check box is checked 4 Verify that Cisco Unified Communications Manager allocated the required number of MTP devices Troubleshooting Guide for Cisco Unified Communicatio
298. ts critical subsystems It can also get detected from a heartbeat event monitoring process e ccmPhoneFailed Notification that the intervals that are specified in comPhoneFailedAlarmInterval indicate at least one entry in the comPhoneFailedTable e ccmPhoneStatusUpdate Notification that gets generated at the intervals specified in ccmPhoneStatusUpdatelInterv if there one entry in the ccmPhoneStatusUpdateTable exists e ccmGatewayF ailed Indication that at least one gateway attempted to register or communicate with the Cisco UCM and failed e ccmMediaResourceListExhausted Indication that Cisco UCM has run out of a specified type of resource e ccmRouteListExhausted Indication that the Cisco UCM could not find an available route in the indicated route list e ccmGatewayLayer2Change Indication that the D Channel Layer 2 of a registered interface in a skinny gateway changes state e ccmMaliciousCall Indication that a user registers a call as malicious with the local Cisco UCM server e ccmQualityReport Indication that a user reports a quality problem using the Quality Report Tool e ccmTLSConnectionF ailure Indication that the Cisco Unified Communications Manager failed to open TLS connection for the indicated device The mapping of the traps to alarms follows e ccmCallManagerFailed CallManagerFailure e cemPhoneF ailed DeviceTransientConnection e ccmPhoneStatusUpdate e comGatewayFailed DeviceTransientConnection e ce
299. tter buffer is adaptive if a burst of packets is received the Cisco Unified IP Phone model 7960 can play them out in an attempt to control the jitter The network administrator needs to minimize the variation between packet arrival times by applying quality of service QoS and other measures in advance especially if calls cross a WAN Some video endpoints may not support G 728 and using G 728 may result in noise Use another codec such as G 729 Recommended Action 1 When you are faced with a lost or distorted audio problem first try to isolate the path of the audio Try to identify each network device switches and routers in the path of the call audio stream Keep in mind that the audio may be between two phones or between a phone and a gateway or it could have multiple legs from a phone to a transcoding device and from there to another phone Try to identify whether the problem occurs only between two sites only through a certain gateway on a certain subnet and so on This will help narrow the number of devices that you need to look at more carefully 2 Next disable silence suppression also known as Voice Activation Detection or VAD This mechanism does save bandwidth by not transmitting any audio when silence occurs but may cause noticeable or unacceptable clipping at the beginning of words Disable the service in Cisco Unified Communications Manager Administration and choose System gt Service Parameters From there choose
300. twork protocols that are implemented in your network for each of the protocols implemented and a list of the network numbers subnetworks zones and areas that are associated with them e Do you know which protocols are being routed and the correct up to date configuration information for each protocol e Do you know which protocols are being bridged Are any filters configured in any of these bridges and do you have a copy of these configurations Is this applicable to Cisco Unified Communications Manager e Do you know all the points of contact to external networks including any connections to the Internet For each external network connection do you know what routing protocol is being used Has your organization documented normal network behavior and performance so you can compare current problems with a baseline If you can answer yes to these questions faster recovery from a failure results Where to Find More Information Use the following links for information on various IP telephony topics e For further information about related Cisco IP telephony applications and products refer to the Cisco Unified Communications Manager Documentation Guide The following URL shows an example of the path to the documentation guide http www cisco com en US products sw voicesw ps556 products_documentation_roadmaps _list html e For documentation related to Cisco Unity refer to the following URL http www cisco com en US products
301. udio Diagnostic Call Detail Records CDR specifies another tool for tracking calls with poor voice quality Refer to the CDR Analysis and Reporting Administration Guide for more information about CDRs Correcting Audio Problems from the Cisco Unified IP Phone Symptom Audio problems occur while a call is in progress Possible Cause Devices where a higher speed interface feeds into a lower speed interface provide the most common sources for delay and packet loss For example a router may have a 100 Megabyte MB fast Ethernet interface that is connected to the LAN and a slow frame relay interface that is connected to the WAN If the poor audio quality occurs only when communicating to the remote site the most likely causes of the problem include The router was not properly configured to give voice traffic priority over data traffic e Too many active calls exist for the WAN to support that is no call admission control restricts the number of calls that can be placed e Physical port errors occur e Congestion in the WAN itself occurs On the LAN the most common problems represent physical level errors such as CRC errors that faulty cables interfaces or by incorrectly configured devices such as a port speed or duplex mismatch cause Make sure that the traffic is not crossing any shared media device such as a hub OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Dev
302. uide for Cisco Unified Communications Manager Release 9 0 1 E Dial Plans and Routing Issues A Automated Alternate Routing AAR Limitation with Remote Gateways Automated Alternate Routing AAR Limitation with Remote Gateways Symptom AAR exhibits the limitation that calls routed over a remote gateway during a high bandwidth situation fail and the calls cannot be routed over the local gateway when AAR is used This functionality is important to customers who use Tail End Hop Off TEHO for toll bypass Recommended Action The following example provides a workaround to use for calls that must be routed over a remote gateway in high bandwidth situations when AAR is in use Workaround Example Use a specific partition for the TEHO in question In the following example headquarters HQ has area code 408 and the Branch BR1 has area code 919 Configure as follows 1 Create theTehoBr1 forHQPt partition and assign this partition to the calling search space CSS of the HQ devices with a higher priority than the regular PSTN access uses 2 Create the TehoBrlforHQRL route list and add the BR1 gateway route group to this route list as the first option and the HQ gateway as the second option 3 Apply called party modification within the route list In this case apply predot called party modification for the BR1 route group and apply predot and prefix 1919 called party modification for the HQ route group 4 Ensure that the gatew
303. ure a pickup group named Marketing 5656 where Marketing is the partition and 5656 is the pickup number OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Dial Plans and Routing Issues Dial Plan Issues 2 On the configuration for DNs 6000 and 7000 respectively add these DNs to the pickup group that is named Marketing 5656 Recommended Action If group pickup fails check the CSS of each domain name DNs 6000 and 7000 in this example If the partition that is called Marketing is not contained in each CSS in this example then the configuration is incorrect and may cause a failed pickup Dial Plan Issues This section addresses dial plan issues Related Topics Problem When Dialing a Number on page 88 Secure Dial Plan on page 89 Problem When Dialing a Number Z Symptom Problems occur when a number is dialed Possible Cause A Dial Plan comprises a list of numbers and groups of numbers that tell the Cisco Unified Communications Manager to what devices such as phones and gateways to send calls when a certain string of digits is collected Consider this setup as analogous to a static routing table in a router Be sure that your dial plan concepts basic call routing and planning are carefully considered and properly configured before trying to troubleshoot a potential dial plan issue Often the problem lies with planning and configuration Refer to the route pl
304. use An MTP resource problem could provide the source of the transcoding problem if a call is established but supplementary services are not available on an H 323 device that does not support H323v2 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager Services Issues No Supplementary Services Are Available on an Established Call i Recommended Action 1 Determine whether you have any available software or hardware MTP resources that are registered with Cisco Unified Communications Manager Use Performance monitoring in the Cisco Unified Communications Manager Cisco Unified Real Time Monitoring Tool to check the number of MTP devices available Using MTP to support supplementary services with H 323 devices that do not support H 323v2 allows one MTP software application to support 24 calls as shown in the following trace Note The number of supported devices may vary with different Cisco Unified Communications Manager releases Refer to the appropriate version of Cisco Unified Communications Manager documentation at the following location http www cisco com en US products sw voicesw ps556 products_documentation_roadmaps_list html 10 12 19 161 CCM CallManager MediaTerminationPointControl Capabilities ReCeuwWecl DeEwaGS MEP Viliemilouiilil gt Negasinececl Supspormes 24 Calls One E1 port WS X6608 E1 card contains 8x E1 por
305. viewing Security Log and Trace Files on page 51 Troubleshooting Certificates on page 51 Troubleshooting CTL Security Tokens on page 51 Troubleshooting CAPF on page 53 Troubleshooting Encryption for Phones and Cisco IOS MGCP Gateways on page 54 Security Alarms Cisco Unified Serviceability generates security related alarms for X 509 name mismatches authentication errors and encryption errors Cisco Unified Serviceability provides the alarm definitions Alarms may get generated on the phone for TFTP server and CTL file errors For alarms that get generated on the phone refer to the Cisco Unified IP Phone Administration Guide for Cisco Unified Communications Manager for your phone model and type SCCP or SIP OL 27404 01 Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 E Cisco Unified Communications Manager System Issues a Security Performance Monitor Counters Security Performance Monitor Counters Performance monitor counters monitor the number of authenticated phones that register with Cisco Unified Communications Manager the number of authenticated calls that are completed and the number of authenticated calls that are active at any time The following table lists the performance counters that apply to security features Table 5 Security Performance Counters Object Counters Cisco Unified Communications Manager AuthenticatedCallsActive AuthenticatedCallsCompleted Aut
306. wing location http www cisco com en US products sw voicesw ps556 products_documentation_roadmaps_list html 11 51 09 939 CCM CallManager MediaTerminationPointControl Capabilities Received Device MTP00107BO00FB1 Registered Supports 16 calls The following hardware trace on the Cisco Catalyst 6000 8 Port Voice T1 E1 and Services Module indicates that the E1 port 4 2 in the card registered as an MTP transcoder with Cisco Unified Communications Manager greece sup enable sh port 4 2Port Name Status Vlan Duplex Speed Typ 4 200 epelis full MTP Port DHCP MAC Address IP Address Subnet Mask 4 2 disable 00 10 7b 00 0f b1 10 200 72 32 255 255 255 0_ Borg Call Manager s DACP SErVE r TEVET SECVEN Gateway 4 2 10 200 72 25 ee Troubleshooting Guide for Cisco Unified Communications Manager Release 9 0 1 OL 27404 01 Cisco Unified Communications Manager Services Issues A No Supplementary Services Are Available on an Established Call Rome DNS Server s Domain ys T E A a cedar li ai POE CallManagerState DSP Type 4 2 registered C549 4 2 disabled disabled L Note You cannot configure the same E1 port for both Conference Bridge and Transcoder MTP To make a call between two devices that are using a low bit rate code such as G 729 and G 723 that do not support the same codec you need a transcoder resource Assume Cisco Unified Communications Manager has been configured such that the codec betwe

Troubleshooting Guide for Cisco Unified Communications Manager

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