Table Of Contents
Installation, Backup, and Restore Issues
Installation Issues
Unable to Change the Server Name for Cisco CallManager
Symptom
Probable Cause
Corrective Action
Boot Failure Recovery
One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber
Symptom
Probable Cause
Corrective Action
Quick Upgrade, Backup, and Restore Tips
Restore Location When You Have Two Different Versions of Cisco CallManager
BAT for Faster Transfer of Data
Upgrade, Backup, and Restore
Back up the Publisher
Third-Party Backup Utilities
Upgrade Issues
BIOS Upgrade for the MCS-7830
Symptom
Probable Cause
Corrective Action
Verification
Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber
Symptom
Probable Cause
Corrective Action
Verification
Related Information
Blank Enterprise Parameters Page After Upgrade
Symptom
Probable Cause
Corrective Action
Verification
Related Information
Backup and Restore Issues
Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165
Symptom
Probable Cause
Corrective Action
Verification
When Installing Cisco CallManager, No Prompt Displays for a Backup Destination
Symptom
Probable Cause
Corrective Action
Related Information
After a Restore, Database Is Corrupt
Symptom
Probable Cause
Corrective Action
Installation, Backup, and Restore Issues
This chapter covers solutions for the following most common issues related to a Cisco CallManager installation, backup, or restore.
•Installation Issues
•Quick Upgrade, Backup, and Restore Tips
•Upgrade Issues
•Backup and Restore Issues
If the following procedures do not solve your problem, contact TAC for a more detailed investigation.
Installation Issues
For detailed documentation on installation and troubleshooting installs, refer to the Installation Guide for Cisco CallManager at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/
and click Installation Instructions to find the document with the release number for your system software version.
Also refer to the Release Notes for Cisco CallManager for any installation issues for your current software version.
This document covers the following installation issues:
•Unable to Change the Server Name for Cisco CallManager
•Boot Failure Recovery
•One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber
Unable to Change the Server Name for Cisco CallManager
Symptom
The following URL fails:
http://www.cisco.com/warp/public/788/ccm30_change_server_name.html
Probable Cause
Cisco does not support changing the name of the server.
Corrective Action
Reload the CDs for a clean install. Use the IP address instead of using a name.
Boot Failure Recovery
The following URL provides detailed Boot Failure recovery procedures:
http://www.cisco.com/warp/public/130/recovery_index.shtml
One Publisher, Two Subscribers: All Three Databases Have Different Information After an Install on One Subscriber
Symptom
Error Message looking for ccmxxxx databases in
(local).master.dbo.sysdatabases table
Probable Cause
The subscriber build failed.
Corrective Action
Procedure
Step 1 Ensure that the NetBIOS name resolution is working between all servers.
Step 2 Ensure (by editing) that the hosts and LMHOSTS are filled in on the publisher and subscriber servers, so each one can resolve the other's host name and NetBIOS name.
Hosts is used for DNS resolution. LMHOSTS uses NetBIOS for name resolution. Also, SQL uses NetBIOS for name resolution.
Step 3 From the web, upgrade the Cisco CallManager for the software version on your publisher.
The software will download the SQL database to the subscriber(s).
Quick Upgrade, Backup, and Restore Tips
Use the following quick tips to help avoid issues when performing upgrades, backups, and restores to your system:
•Restore Location When You Have Two Different Versions of Cisco CallManager
•BAT for Faster Transfer of Data
•Upgrade, Backup, and Restore
•Back up the Publisher
•Third-Party Backup Utilities
Restore Location When You Have Two Different Versions of Cisco CallManager
Tip Do a system restore on the same Cisco CallManager version. Changes from release to release cause problems if you try to restore from a different version.
BAT for Faster Transfer of Data
Tip Build a clean system; then, use the Bulk Administration Tool (BAT) to import your phones and users.
Upgrade, Backup, and Restore
Tip Perform your upgrade, run the Cisco IP telephony Applications Backup Utility, rebuild the new system from scratch, and restore the backup tape.
Back up the Publisher
Tip Back up only the publisher server in a Cisco CallManager cluster. All other servers (subscribers) copy over the information on installation.
Third-Party Backup Utilities
For the Unity backup, you need a third-party application.
Note Cisco does not support third-party utilities for backing up the Cisco CallManager database. Doing so voids your TAC support.
Tip Use the included Cisco IP telephony Applications Backup Utility to back up the Cisco CallManager database to a separate machine. Then, use that separate machine to run your third-party backup software.
Upgrade Issues
This section covers the following issues for Cisco CallManager upgrades:
•BIOS Upgrade for the MCS-7830
•Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber
•Blank Enterprise Parameters Page After Upgrade
•Related Information
BIOS Upgrade for the MCS-7830
Symptom
One of the following actions can occur that alerts you to a BIOS problem:
•The installation stalls.
•When you boot the server, you see a BIOS version prior to 11/08/2000.
Probable Cause
Because the BIOS update is independent from your software upgrade, the possibility exists that it was overlooked during an upgrade.
Corrective Action
Procedure
Step 1 The latest BIOS date is 11/08/2000. Power off (not a reboot) the server to unlock the flash.
Step 2 Go to the following URL to upgrade your BIOS:
http://www.compaq.com/support/files/server/us/download/9343.html
Follow the installation instructions on that site.
The OS Upgrade CD2 also upgrades the BIOS and Array firmware for you.
Step 3 Access the Array firmware at the following URL:
http://www.compaq.com/support/files/server/us/download/13161.html
You only need to create Disk 1 of the four-disk set.
Verification
When you boot the server, confirm that the BIOS date is 11/08/2000.
Browser Service: Every 2 Hours, an Error Occurs in the Event Log on the Subscriber
Symptom
Error Message The browser server has failed to retrieve the backup
list too many times on transport \Device\netBT_Tcpip (c96xxx)
The backup browser is stopping.
Warning: The browser was unable to retrieve a list of servers
from the browser master \\AACCMP1 on the network
\Device\netBT_Tcpip (c96xxx) the data is the error code.
Probable Cause
Cause indicates a NIC card problem. You need to upgrade the OS to a newer version.
Corrective Action
Procedure
Step 1 If you have an MCS-7830 and build the OS with the new 2000.1.2 OS installation, run the OS upgrade version 2000.1.3 to fix the NIC card problem.
If this is not your problem, verify the following actions:
Step 2 Ensure that your WINS address is correct.
Step 3 Ensure that Enable NetBIOS over TCP/IP is chosen.
Step 4 Ensure that the WINS address is correct on the master browser \\AACCM1.
Verification
The error does not occur.
Related Information
For the MCS-7825, the current BIOS version is 9/10/01. For other software- or hardware-related upgrade issues, refer to the documentation on CCO at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/
The following URL provides MCS-78xx Boot Error Codes:
http://www.cisco.com/warp/public/788/AVVID/mcs_boot.html
Blank Enterprise Parameters Page After Upgrade
Symptom
No field or variable information displays on the Enterprise Parameters page. All other pages display correctly.
Probable Cause
Refer to CSCdv65210—Issues occur where an upgrade was not moving all the information to the database.
Corrective Action
Reinitialize the pages by running
C:\Program Files\Cisco\bin\Xmltemp\installxml.vbs
Verification
The Enterprise Parameters page displays correctly.
Related Information
For detailed information on upgrading your Cisco CallManager, refer to Upgrading Cisco CallManager and locate your release number at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/
Click Installation Instructions to find the document for your specific software release.
The following URL provides information that is located on the TAC site:
http://www.cisco.com/warp/public/130/upgrade_index.shtml
Backup and Restore Issues
This section covers the following issues for backups:
•Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165
•When Installing Cisco CallManager, No Prompt Displays for a Backup Destination
•Related Information
•After a Restore, Database Is Corrupt
The Cisco IP telephony Applications Backup Utility automatically backs up the following items:
•Cisco CallManager database on SQL Server 7, including the Call Detail Records (CDR) database
•Administrative Reporting Tool (ART) database
•DC Directory, LDAP directory
•Distribution .ini, which contains the publisher and subscriber configuration information
•Database.dat, if present
•HKLM\Software\Cisco Systems, Inc.
•Cisco Customer Response Applications (CRA)
For detailed information on backing up the Cisco CallManager, refer to the Backing Up and Restoring Cisco CallManager and locate your release number at the following URL:
http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/
Click Installation Instructions to find the document for your specific software release.
Backup to Local Tape Drive Is Not Working and Terminates with Error Code 1165
Symptom
Error Message 1165 The device has indicated that cleaning is
required before further operations are attempted.
ERROR_DEVICE_REQUIRED_CLEANING
Probable Cause
Issues exist with the tape drive or the tape.
Corrective Action
Refer to your hardware documentation for details on cleaning the tape drive, or try using a different, clean tape.
Verification
Backup successfully completes with no errors.
When Installing Cisco CallManager, No Prompt Displays for a Backup Destination
Symptom
You cannot locate the backup folder or the Cisco IP telephony Applications Backup Utility.
Probable Cause
If you are installing Cisco CallManager for the first time, you may have clicked Cancel on the backup display. If so, the backup destination was not created.
Corrective Action
Two ways exist for you to install the backup utility into the correct folder:
•Copy the "backup" folder from any other blade, which has installed the Cisco IP telephony Applications Backup Utility, and run the _stBackSetup.exe file.
•Run setup.exe from the "Backup" folder off of the root directory of the Cisco CallManager CD.
Related Information
The following few Microsoft utilities will help you find out what OS patches apply to your Cisco CallManager.
•Hfnetck.exe—Displays programs and service pack that are installed on the box and whether newer patches are available.
•Serverinfo.exe—Displays basic information and statistics on the system.
•Qfecheck.exe—Displays which HotFixes are installed. This utility does not work for SQL and Internet Explorer HotFixes. Qfecheck also spikes the processor during the time it runs. Cisco recommends that you run this utility only in a maintenance window.
To view the HotFixes that apply to Internet Explorer, perform the following steps.
Procedure
Step 1 Open your Internet Explorer and click Help > About Internet Explorer.
Step 2 View the Update Versions line.
This line will list the Knowledge Base number for each installed HotFix.
After a Restore, Database Is Corrupt
Symptom
A backup and restore appear to successfully complete on the publisher and subscriber servers. One database is missing information. Each database shows different versions of the software.
Probable Cause
A backup was made of one version, and the restore was to a newer software version.
Corrective Action
You must do a system restore on the same Cisco CallManager version. Changes from release to release would cause problems if you tried to restore from a different version.
Use the following procedures to restore databases.
Note Always perform these procedures from the publisher server. Make sure Cisco NT services and IIS Admin service are stopped.
Backup the SQL Database
Procedure
Step 1 Choose Start-Programs > Microsoft SQL Server 7.0 or 2000 for Cisco CallManager version 3.3.
Step 2 Click Enterprise Manager.
Step 3 Double-click Microsoft SQL Servers.
Step 4 Double-click SQL Server Group.
Step 5 Double-click the machine name (the DNS name of the machine).
Step 6 Double-click Databases.
Step 7 Click the highest level database beginning with CCM.
Step 8 Choose Tools > Backup Database.
Step 9 Choose Database — complete and Overwrite existing media.
Step 10 Click Add.
Step 11 Enter the type in a file name in the default path.
Step 12 Click OK.
Restore the SQL Database for the Purpose of Viewing the information
Procedure
Step 1 Ensure you have backed up your database (see the "Backup the SQL Database" procedure).
Unpublish your current database
Step 2 Ensure that all Cisco NT services and the IIS Admin service are stopped.
Step 3 Choose Start > Programs > Microsoft SQL Server 7.0 (or 2000).
Step 4 Click Enterprise Manager.
Step 5 Choose Microsoft SQL Servers > SQL Server Group.
Step 6 Click on your server name.
For Microsoft SQL 7
Step 7 Choose Replicate.
Step 8 Choose Configure Replication.
Step 9 Click the Publication Database tab in the pop-up window.
Step 10 Uncheck the name of your currently published database.
Step 11 Click OK.
For Microsoft SQL 2000
Step 12 Right-click Server Name > Replication.
Step 13 Choose Configure Publishing > Subscribers > Distribution.
Step 14 Click the Publication Database tab in the pop-up window.
Step 15 Uncheck the name of your currently published database.
Step 16 Click OK.
Restore the Customer Database
Step 17 Ensure that all Cisco NT services and the IIS Admin service are stopped.
Step 18 Place the customer backup file in C:MSSQL7\BACKUP.
Step 19 Choose Start > Programs > Microsoft SQL Server 7.0 (or 2000).
Step 20 Click Enterprise Manager.
Step 21 Choose Microsoft SQL Servers > SQL Server Group.
Step 22 Double-click Databases.
Step 23 Click the highest numbered database beginning with CCM.
Step 24 Click Restore Database.
If you backed up a database and want to restore that database
Step 25 Choose first backup to restore.
Step 26 Choose Database — complete.
Step 27 Click OK.
Step 28 If you restore a different database to this machine
Step 29 Choose Restore — from device.
Step 30 Click Select Devices.
Step 31 Click Add and enter the filename from which you are restoring.
Step 32 Choose Database — complete.
Step 33 Click OK.
Step 34 The following message displays:
Restore of database CCMxxxx completed successfully.
Now you can view the contents of the database by clicking on it in the main window and looking at its tables, users, and other information.
When you are ready to restore your former database, re-publish it by choosing Server Name > Replication and right-click Configure Publishing > Subscribers > Distribution and checking your original database.
Restore a Customer Database to Work With Cisco CallManager on Your Machine
Procedure
Step 1 Repeat the previous procedures for un-publishing your database and restoring the Customer Database.
Step 2 Delete the following three default users: CiscoCCMUser, CiscoCCMCDR, and CiscoCCMReader by choosing Tools > SQL Server Query Analyzer.
Step 3 Choose your database from the pull-down menu in the upper right corner of the screen.
Note Selecting the correct database name is important. Otherwise, you risk deleting users from the wrong database.
Step 4 Enter Sp_dropuser CiscoCCMUser and click Go.
Step 5 Click the Play button.
Step 6 The following message displays:
User CiscoCCMUser successfully removed from database.
Step 7 Enter Sp_dropuser CiscoCCMCDR and click Go.
Step 8 Click the Play button.
Step 9 The following message displays:
User CiscoCCMCDR successfully removed from database.
Step 10 Enter Sp_dropuser CiscoCCMReader and click Go.
Step 11 Click the Play button.
Step 12 The following message displays:
User Cisco CCMReader successfully removed from database.
Add the three default users for your machine
Step 13 Right-click Users in the main screen under your database name.
Step 14 Choose CiscoCCMUser and check the "db_owner" box for this user.
Step 15 Click OK.
Step 16 Choose CiscoCCMCDR -and check the "db_owner" box.
Step 17 Click OK.
Step 18 Choose CiscoCCMReader and check the "db_datareader" box.
Step 19 Click OK.
Configuring database tables
ProcessConfig table
Step 20 Choose Tables > ProcessConfig.
Step 21 Right-click ProcessConfig.
Step 22 Choose open > return all rows.
Step 23 Click the SQL button and Run the following SQL query:
SELECT *
FROM ProcessConfig
where
tkservice = 9
ORDER by paramname
choose the exclamation point to run
Step 24 Make note of the paramValue for GlassHouseNodeID
ParamValue for the GlassHouseNodeId in this table matches the fkProcessNode string in the Call Manager and pkid string in ProcessNode.
Note The first set of digits are the least significant.
Step 25 Change the Server names in all the DBConnection records to match the machine name of your publisher machine.
Step 26 Change the database names in the DBConnection records to match the current database name.
ProcessNode table
Step 27 Choose Tables > ProcessNode.
Step 28 Right-click on ProcessNode and choose open > return all rows.
Step 29 Change the 'name' column for the publisher (pkid=glassHouseNodeID you previously noted) to be the ip address or machine name of your machine.
CallManager table
Step 30 Choose Tables > CallManager.
Step 31 Right-click on CallManager and choose open > return all rows.
Step 32 Change the 'processNodeName' column for the CallManager record where fkprocessnode=glassHouseNodeID is correct machine name or the IP address you changed in the ProcessNode table.
Check the registry settings
Step 33 Open the registry to HKEY_LOCAL_MACHINE > SOFTWARE.
Step 34 Click Cisco Systems, Inc.
Step 35 Click DBL.
Step 36 Note the value of the DBConnection0 key.
In the value, ensure the value of SERVER is the DNS name of the publisher and that the database version name is correct.
Publish the database
Step 37 Return to the main tree in Enterprise Manager.
Step 38 Click on the server name.
For Microsoft SQL 7
Step 39 Choose Replicate Data.
Step 40 Choose create or manage a publication.
Step 41 Choose your database name.
Step 42 Click Create Publication.
Step 43 Choose the name of the database you are restoring and click Publish.
A wizard tool displays.
Step 44 Click Next.
Step 45 Choose transactional publication.
Step 46 Choose Yes allow immediate updating subscriptions.
Step 47 Choose all subscribers running SQL Server.
Step 48 Choose publish all tables.
Step 49 Click OK.
Step 50 Choose CCMxxxx as the name of your database.
Step 51 Choose no- create without data filters.
Step 52 Click Finish.
For Microsoft SQL 2000
Step 53 Choose New > Publication.
Step 54 Click Next.
Step 55 Choose your database name.
Step 56 Click Next.
Step 57 Choose Transactional.
Step 58 Click Next.
Step 59 Click Next.
Step 60 Choose publish all tables.
Step 61 Click Next.
Step 62 Click Next.
Step 63 Click Next.
Step 64 Click Finish.