本產品的文件集力求使用無偏見用語。針對本文件集的目的,無偏見係定義為未根據年齡、身心障礙、性別、種族身分、民族身分、性別傾向、社會經濟地位及交織性表示歧視的用語。由於本產品軟體使用者介面中硬式編碼的語言、根據 RFP 文件使用的語言,或引用第三方產品的語言,因此本文件中可能會出現例外狀況。深入瞭解思科如何使用包容性用語。
思科已使用電腦和人工技術翻譯本文件,讓全世界的使用者能夠以自己的語言理解支援內容。請注意,即使是最佳機器翻譯,也不如專業譯者翻譯的內容準確。Cisco Systems, Inc. 對這些翻譯的準確度概不負責,並建議一律查看原始英文文件(提供連結)。
本文檔介紹如何對統一消息服務和帳戶進行故障排除。
思科建議您瞭解以下主題:
本文中的資訊係根據以下軟體和硬體版本:
本文中的資訊是根據特定實驗室環境內的裝置所建立。文中使用到的所有裝置皆從已清除(預設)的組態來啟動。如果您的網路運作中,請確保您瞭解任何指令可能造成的影響。
本文檔介紹如何對統一消息服務和統一消息帳戶進行故障排除。Cisco Unity Connection版本8.5及更高版本支援單個收件箱(SIB),也稱為統一消息傳送。在8.5之前的版本中,Unity Connection能夠僅接受語音郵件並將語音郵件中繼到外部電子郵件地址。
SIB是Cisco Unity Connection版本10或更高版本中的統一消息傳送功能之一,用於同步Connection和Exchange郵箱中的語音消息。啟用使用者的SIB後,傳送到該使用者的所有連線語音消息(包括從Cisco Unity Connection VMO傳送的消息)將首先儲存在Connection中,並立即複製到使用者Exchange郵箱。此外,還會將狀態更改(例如,從未讀更改為已讀)、主題行更改以及對優先順序的更改從連線複製到Exchange,反之亦然。當通過電話或電子郵件客戶端讀取消息時,消息等待指示器(MWI)會關閉。
請參閱統一消息要求:同步Unity Connection和支援的郵件伺服器(單個收件箱)或為Unity Connection 11及更高版本啟用SIB。有關詳細資訊,請參閱Unity Connection Single Inbox疑難解答TechNote。
必須在Unity Connection上為SIB配置以下兩個主要部分:
注意:批次管理工具還可用於為所有使用者批次新增統一消息帳戶。
本節提供用於對統一消息服務和統一消息帳戶進行故障排除的提示。
問題:場景1
在「統一消息服務」下,如果選擇了「指定Exchange服務器」而不是「搜尋Exchange伺服器」,則測試成功。如果選擇了搜尋Exchange Servers,則在按一下頁面上的測試按鈕時,將顯示此錯誤:
Searching the network Failed to locate a Domain Controller via DNS.
Searching the network Failed to locate an Exchange 2003 server.
Connection cannot be able to Locate Exchange 2003 subscribers.
以下是示例Tomcat日誌(設定CsExMbxLocator micro trace, Level 10-13):
CsExMbxLocator,13,AutoDiscoverURLS not found in cache
CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:331]:
Run DNS query for: _ldap._tcp.dc._msdcs.xxx.xxx
CsExMbxLocator,13,[CsExMbxLocator/CCsDNSResolver.cpp:168]:
querying dns for _ldap._tcp.dc._msdcs.xxx.xxx question type 33
CsExMbxLocator,13,[CsExMbxLocator/CCsDNSResolver.cpp:186]
Length of returned DNS response is -1
CsExMbxLocator,10,[CsExMbxLocator/CCsDNSResolver.cpp:190]
failed to get dns results for _ldap._tcp.dc._msdcs.xxx.xxx question type 33
CsExMbxLocator,11,[CsExMbxLocator/CsExMbxLocator.cpp:359]:
DNS query for: _ldap._tcp.dc._msdcs.xxx.xxx didn't return results
CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:192]
Test Button result: Failed to locate a Domain Controller via DNS.
CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:192]
Test Button result: Failed to locate an Exchange 2003 server.
Connection cannot be able to Locate Exchange 2003 subscribers.
CsExMbxLocator,11,Failed to find DC required for 2003 support
如需其他疑難排解步驟,請參閱Cisco錯誤ID CSCtq10780和在Active Directory中建立整合訊息服務帳戶並授予Unity Connection的許可權。
問題:場景2
按一下頁面上的Test按鈕時顯示此錯誤:
Could not connect to Domain Controller (dc1.xxx.xxx) from DNS
Could not connect to Domain Controller (dc2.xxx.xxx) from DNS
Could not connect to Domain Controller (dc3.xxx.xxx) from DNS
以下是示例Tomcat日誌(設定CsExMbxLocator micro trace, Level 10-13):
CsExMbxLocator,10,LDAP initialize non-SSL Return Code (0)
CsExMbxLocator,10,LDAP authentication bind failed: INVALID_CREDENTIALS
CsExMbxLocator,10,CCsLDAPHelper::Init():exit AUTH_NOT_INITIALIZED
CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:192] Test Button result:
Could not connect to Domain Controller (dc1.xxx.xxx) from DNS
解決方案
此問題可能是由於密碼過期或在Unity Connection中輸入的密碼不正確(帳戶在Active Directory中鎖定)造成的。要解決此問題,請更改Active Directory中的密碼,然後在Unity Connection中再次輸入該密碼。
問題:場景3
按一下頁面上的Test按鈕時顯示此錯誤:
Searching the network Could not connect to Domain Controller (dc1.xxx.xxx) from DNS
Searching the network Could not connect to Domain Controller (dc2.xxx.xxx) from DNS
Searching the network Failed to locate a Domain Controller via DNS.
Searching the network Failed connected to Exchange CAS server at
(https://xxx.xxx/autodiscover/autodiscover.xml)
Searching the network Failed connected to Exchange CAS server at
(https://autodiscover.xxx.xxx/autodiscover/autodiscover.xml)
Searching the network Could not find an Exchange CAS server via Autodiscover
DNS SRV record
Searching the network Failed to locate an Exchange CAS server. Connection can
not be able to Locate Exchange 2007/2010 subscribers.
可能的解決方案
從日誌中可以看到類似跟蹤條目,如場景2所述。如果Unity Connection無法連線到域控制器,則問題很可能是不正確的密碼。如果Unity Connection能夠連線到域控制器並且仍然收到當前錯誤,請檢查場景5。
以下是示例Tomcat日誌(設定CsExMbxLocator micro trace,級別10-13):
CsExMbxLocator,10,[CsExMbxLocator/CsExMbxLocator.cpp:1173]:
HTTP request failed with error: Couldn't connect to server
-- couldn't connect to host, HTTP status code: 503, for
Autodiscovery URL: http://autodiscover.xxxxxxxxx.xxx/
autodiscover/autodiscover.xml, verb: GET, query:
CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:192]
Test Button result: Failed connected to Exchange CAS
server at (http://autodiscover.xxxxxxxxx.xxx/autodiscover/autodiscover.xml)
CsExMbxLocator,13,[CsExMbxLocator/CCsDNSResolver.cpp:168]:
querying dns for_autodiscover._tcp.xxxxxxxxx.xxx question type 33
CsExMbxLocator,13,[CsExMbxLocator/CCsDNSResolver.cpp:186]
Length of returned DNS response is -1
CsExMbxLocator,10,[CsExMbxLocator/CCsDNSResolver.cpp:190]
failed to get dns results for_autodiscover._tcp.xxxxxxxxx.xxx
question type 33
CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:192]
Test Button result: Could not find an Exchange CAS server via
Autodiscover DNS SRV record
CsExMbxLocator,11,[CsExMbxLocator/CsExMbxLocator.cpp:636]:
DNS query for: _autodiscover._tcp.xxxxxxxxx.xxx didn't return results
CsExMbxLocator,13,[CsExMbxLocator/CsExMbxLocator.cpp:192]
Test Button result: Failed to locate an Exchange CAS server.
Connection cannot be able to Locate Exchange 2007/2010 subscribers.
如果在日誌中看到這些跟蹤,請導航到統一消息>統一消息服務> Exchange伺服器>搜尋Exchange伺服器> Active Directory DNS域名,並確保域名正確。
問題:場景4
按一下頁面上的Test按鈕時顯示此錯誤:
Peer certificate cannot be authenticated with known CA certificates
- SSL certification problem, verify that the CA cert is OK.
Details: error:14090086SL routinesSL3_GET_SERVER_CERTIFICATE:
certificate verify failed
可以將證書成功上傳到Connection-Trust;但是,將同一證書上傳到Tomcat-Trust時收到此錯誤:
Error reading the certificate
可能的解決方案
Root Certificate
----------------------
Here the Issuer Name and Subject Name can be the same.
Issuer Name: CN=ABC, OU=XXXX, OU=XXX, O=XXXXX, C=XX
Validity From: Tue Nov 07 16:00:00 PST 2006
To: Wed Jul 16 16:59:59 PDT 2036
Subject Name: CN=ABC, OU=XXXX, OU=XXX, O=XXXXX, C=XX
Intermediate Certificate
----------------------------
Here the Issuer Name can be that of the Root Certificate and Suject
Name can have information about the Intermediate Certificate.
Issuer Name: CN=ABC, OU=XXXX, OU=XXX, O=XXXXX, C=XX
Validity From: Sun Feb 07 16:00:00 PST 2010
To: Fri Feb 07 15:59:59 PST 2020
Subject Name: CN=XYZ, OU=XXXXXXXXXXXXXXXXX, OU=XXXXXXXXXXXXXXX,
O=XXXXXXXX, C=XX
Server Certificate
--------------------------
Here the Issuer name can be that of the Intermediate certificate and the
Subject Name can contain information about the Exchange server
Issuer Name: CN=XYZ, OU=XXXXXXXXXXXXXXXXX, OU=XXXXXXXXXXXXXXX,
O=XXXXXXXX, C=XX
Validity From: Thu Aug 01 17:00:00 PDT 2013
To: Thu Aug 17 16:59:59 PDT 2017
Subject Name: CN=mail.abc.lab, OU=XXXX, OU=XX, O=XXXXXXX, L=XXXX, ST=XXXX, C=XX
問題:案例5
按一下頁面上的Test按鈕時顯示此錯誤:
Searching the network Successfully connected to Domain Controller (dc1.xxx.xxx)
from DNS
Searching the network Could not connect to Exchange CAS server
(https://EX2010-1.xxx.xxx/Autodiscover/Autodiscover.xml) from Active Directory
Searching the network Could not find an Exchange CAS server via Active Directory
Searching the network Successfully connected to Exchange 2003 server (EX2003.xxx.xxx)
from Active Directory
Searching the network Failed connected to Exchange CAS server at
(https://xxx.xxx/autodiscover/autodiscover.xml)
Searching the network Failed connected to Exchange CAS server at
(https://autodiscover.xxx.xxx/autodiscover/autodiscover.xml)
Searching the network Could not find an Exchange CAS server via Autodiscover DNS
SRV record
Searching the network Failed to locate an Exchange CAS server. Connection cannot be able
to Locate Exchange 2007/2010 subscribers.
可能的解決方案
檢查Exchange 2010中央身份驗證服務(CAS)是否設定為要求HTTPS,以及Exchange 2003伺服器是否設定為僅HTTP。設定CAS以允許HTTP或HTTPS。
以下是相似的情況:
Searching the network Successfully connected to Domain Controller (dc1.xxx.xxx)
from DNS
Searching the network Could not connect to Exchange CAS server
(https://EX2010-1.xxx.xxx/Autodiscover/Autodiscover.xml) from Active Directory
Searching the network Could not find an Exchange CAS server via Active Directory
Searching the network Failed to locate an Exchange 2003 server. Connection can
not be able to locate Exchange 2003 subscribers.
Searching the network Failed connected to Exchange CAS server at
(https://xxx.xxx/autodiscover/autodiscover.xml)
Searching the network Failed connected to Exchange CAS server at
(https://autodiscover.xxx.xxx/autodiscover/autodiscover.xml)
Searching the network Could not find an Exchange CAS server via Autodiscover DNS
SRV record
Searching the network Failed to locate an Exchange CAS server. Connection can
not be able to Locate Exchange 2007/2010 subscribers.
可能的解決方案
問題:案例6
按一下頁面上的Test按鈕時顯示此錯誤:
Could not connect to Exchange 2003 server (ncacn_ip_tcp:
<exchangemailboxserver1.example.com>) from Active Directory
Could not connect to Exchange 2003 server (ncacn_ip_tcp:
<exchangemailboxserver2.example.com>) from Active Directory
Could not connect to Exchange 2003 server (ncacn_ip_tcp:
<exchangemailboxserver3.example.com>) from Active Directory
如需其他疑難排解步驟,請參閱Cisco錯誤ID CSCto35509。
問題:場景1
按一下頁面上的Test按鈕時顯示此錯誤:
The system failed to perform an IMAP operation.
Refer to other warnings and errors generated by the tool, and check the Tomcat
log file for details.
The system failed while trying to make an API call.
以下是示例CuImapSvr日誌(設定CuImapSvr Micro Trace — 所有級別):
CML,19,Connection attempt to IMAP server at
{10.xxx.xxx.xx:143/imap/notls/user="xxx/um/TestUser"}INBOX failed.
CML,19,E_CML_IMAP_CONNECT_FAILED (0x80046410)
Connection failed on IMAP request. Logged from HRESULT
CCsCmlImapDriver::ExecuteRequest(TCsAutoPtr<CCsCmlImapRequest>&)
in CsCml/CsCmlImapDriver.cpp at line 355.
CML,19,E_CML_IMAP_CONNECT_FAILED (0x80046410)
Unable to count messages with search-term ALL on
imapfolder[login={10.xxx.xxx.xx:143/imap/notls/user="xxx/um/TestUser"}INBOX]
in imapmbx[store=10.xxx.xxx.xx login=xxx/um/TestUser in
session[id=5 alias=TestUser].
Logged from virtual HRESULT
CCsCmlImapFolder::GetMessageCount(const CCsCmlSearchTerm&, int&) in
CsCml/CsCmlImapFolder.cpp at line 258.
CML,11,E_CML_IMAP_CONNECT_FAILED (0x80046410) Unable to get a message
count from the External inbox for subscriber TestUser. Logged from HRESULT
<unnamed>::VerifyMailbox(CCsCdlSubscriber&, CCsCmlMailbox&) in
CsCml/CsCmlSession.cpp at line 486.
可能的解決方案
問題:場景2
按一下頁面上的Test按鈕時顯示此錯誤:
The system failed to perform a typical calendar operation.
可能的解決方案
註:通常情況下,當本文檔中描述的其他問題得到解決時,此問題也會得到修復。
問題:場景3
按一下頁面上的Test按鈕時顯示此錯誤:
Failed accessing xxx@ayz.com Diagnostic=[Timeout was reached --
operation timed out after 1000 milliseconds with 0 bytes recieved]
可能的解決方案
問題:場景4
按一下頁面上的Test按鈕時顯示此錯誤:
Failed accessing xxx@ayz.com Diagnostic=[] Verb =[] url=[] request=[] response[]
可能的解決方案
示例日誌:
HTTP request failed with error: Bad response from server, HTTP code returned:
401, HTTP status code: 401
account@domain.onmicrosoft.com
.示例日誌:
HTTP request failed with error: Couldn't connect to server -- couldn't connect
to host, HTTP status code: 503
問題:案例5
按一下頁面上的Test按鈕時顯示此錯誤:
The error is error:0200206F:system library:connect:Connection refused.
Refer to the tomcat log
以下是示例Tomcat日誌:
HTTP 503 ERRORS:
HTTP request failed with error: Couldn't connect to server --
couldn't connect to host, HTTP status code: 503, for ews
URL: https://xxxxxxxx.outlook.com/EWS/Exchange.ASMX, verb: POST
HTTP 401 ERRORS:
HTTP request failed with error: Bad response from server, HTTP code returned:
401, HTTP status code: 401, for ews URL:
https://xxxxxxxxxx.outlook.com/EWS/Exchange.ASMX, verb: POST
HTTP 404 ERRORS:
HTTP request failed with error: Bad response from server, HTTP code returned:
404, HTTP status code: 404, for Autodiscovery URL:
https://xxxx.com/autodiscover/autodiscover.xml, verb: GET, query:
可能的解決方案
問題:案例6
按一下頁面上的Test按鈕時顯示此錯誤:
Diagnostic=[SSL connect error -- error:1408F119:SSL routines:SSL3_GET_RECORD:decryption failed or bad record mac] Verb=[POST]
解決方案
這是由於證書損壞所致。 從OS管理頁面重新生成tomcat.pem證書。重新啟動Tomcat服務。
錯誤代碼
以下是您可以遇到的一些錯誤代碼:
Log Name: Application
Source: MSExchange Web Services
Date: 9/7/2013 7:59:16 PM
Event ID: 24
Task Category: Core
Level: Error
Keywords: Classic
User: N/A
Computer: XXX.XXXXXXXXX.com
Description:
The Exchange certificate [Subject]
CN=XXX.XXXXXXXXX.com, OU=XXXXXXXXX, OU=XX, O=XXXXXXXXXXXX, L=XXXXXX,
S=XXXXXXX, C=XX
[Issuer]
CN=XXXXXXXXXXX, OU=XXXXXXXXXXX, OU=XXXXXXXXX, O=XXXXXXXXX, C=XX
[Serial Number]
XXXXXXXXXXXXXXXXXXXXXXXXX
[Not Before]
8/9/2012 5:00:00 PM
[Not After]
8/17/2013 4:59:59 PM
[Thumbprint]
XXXXXXXXXXXXXXXXXXXXXXXXXXXXX
expired on 8/17/2013 4:59:59 PM.
本文檔中還提到了一些錯誤代碼:「Single Inbox Is Not Working for Users Associated with a Unified Messaging Service(單個收件箱無法與統一消息服務相關聯的使用者工作)」。
如果Exchange Server響應速度慢,請在Cisco Unity Connection(在System Settings > Advanced > Unified Messaging Services下)中增加等待響應的時間(以秒為單位)。
其他問題
在統一消息帳戶和統一消息服務頁面上的測試均成功的情況下,啟用以下跟蹤:
問題:方案
Unity Connection配置為與Exchange 2003連線。
這是來自日誌的:
01:10:20.300 |6549,mail.xxxxxx.com,{xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxx},
CsWebDav,14,[CsWebDav/CsWebDavMbxClient.cpp:3340]: HTTP Status code: 500,
WEBDAV response headers: HTTP/1.1 500 Internal Server Error
這是來自Exchange日誌:
Event ID: 9667
Type: Error
Category: General
Source: msgidNamedPropsQuotaError
Description: Failed to create a new named property for database "<databasename>"
because the number of named properties reached the quota limit (<configured quota>).
User attempting to create the named property: <user name>. Named property
GUID: <GUID of named property>.
Named property name/id: <name of named property>.
解決方案
當安裝了Mailbox伺服器角色的Exchange伺服器上的資料庫接近或達到命名屬性或副本識別符號的最大限制時,將記錄這些事件。
需要更改登錄檔才能解決此問題。有關詳細資訊,請參閱此Microsoft Technet文章如何為Exchange 2007資料庫配置命名屬性和副本識別符號配額。
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\MSExchangeIS\
<ServerName>\<Database Type-GUID>
更改DWORD - NonMAPI Named Props Quota值。通常設定為8,192。將此值修改為16,384。
修訂 | 發佈日期 | 意見 |
---|---|---|
2.0 |
15-Mar-2023 |
已更新格式。已更正CCW警報。重新認證。 |
1.0 |
20-Feb-2014 |
初始版本 |