Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(2) - Hardware [Cisco Unity]

Table Of Contents

Hardware

Network Interface Card Problems

Cisco Unity Plays System Prompts but Does Not Transmit Voice

Exchange Fails to Deliver Messages

CreateUser Errors Occur During a False Network Disconnect

Configuring Dual NICs

Hardware

Network Interface Card Problems

There are several possible reasons that problems can arise when using a Network Interface Card (NIC) on a Cisco Unity server. See the following topics to troubleshoot problems related to NIC configuration:

•Cisco Unity Plays System Prompts but Does Not Transmit Voice

•Exchange Fails to Deliver Messages

•CreateUser Errors Occur During a False Network Disconnect

Cisco Unity Plays System Prompts but Does Not Transmit Voice

If callers can hear Cisco Unity prompts, but Cisco Unity does not transmit any audio when a caller speaks, Cisco Unity may have a dual NIC misconfiguration.

When dual NICs in a Cisco Unity system are configured with separate interface IP addresses, this may prevent correct receipt of RTP packets for voice transmissions. You can find this problem recorded in the log and trace files as silence detection filtering, because Cisco Unity is not receiving any audio and because the wave driver is reporting silence detection on all recordings. This problem may also occur when a second NIC is installed in the Cisco Unity server but is not configured or connected to the network.

When dual NICs are installed on a Cisco Unity server, both NICs must be configured to share the same IP address.

To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section .

Exchange Fails to Deliver Messages

When Cisco Unity is recording messages properly, but Exchange 2000 fails to deliver the messages, the Cisco Unity server may have dual NICs with each NIC configured for different network segments. This problem occurs only on Exchange 2000 systems, and does not occur with Exchange 5.5.

When dual NICs are installed on a Cisco Unity server, both NICs must be connected to the same network segment in order for Exchange 2000 to deliver messages.

To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section .

CreateUser Errors Occur During a False Network Disconnect

When doing a bulk addition of a large number of Cisco Unity subscribers, random CreateUser errors are generated. In a test situation, the error message "ERROR 800406ba: CreateUser()" was received for approximately 4 out of every 1000 subscribers successfully added.

The error messages refer to losing the network connection. However, it can be verified that the network connections are not actually disconnected. The cause can instead be traced to dual NICs on the Cisco Unity server, where the server was randomly trying to access one or the other card, and subsequently reported a network disconnect.

To resolve this problem, dual NICs on a Cisco Unity server must be configured with one NIC designated as the primary, and the other as secondary. The NICs must be configured in adaptive fault tolerant mode (AFT) or network fault tolerant (NFT) mode only. Virtual adapter configuration mode is not supported with dual NICs on a Cisco Unity server.

To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section .

Configuring Dual NICs

When dual NICs are installed on a Cisco Unity server, they must be properly configured or a variety of problems can occur.

If the Cisco Unity server is using dual NICs, we recommend that they be configured in AFT or NFT mode. One NIC is designated as the primary and the other NIC as the secondary for active-passive fault tolerance. In this configuration, the primary (active) NIC handles 100 percent of the traffic. Only in the event that the primary NIC becomes unavailable does the secondary NIC then become active and handle 100 percent of the traffic.

Alternatively, if you do not want to configure AFT or NFT, or do not have a second LAN port available, the following configurations are supported, though not recommended:

•Disable TCP/IP for the second NIC, which allows you to re-enable the second NIC remotely if the first NIC fails. (Use the Network and Dial-up Connections Control Panel to disable TCP/IP for the second NIC.)

•Disable the second NIC in the BIOS.

Caution Note that not plugging a network cable into the second NIC is not sufficient. The NIC must be disabled in the BIOS, or Cisco Unity may not work properly.

To confirm or change NIC configuration settings, do the following procedure.

To Confirm or Change Dual NIC Configuration on a Cisco Unity Server

Step 1 Confirm that the NICs are configured correctly:

•Both are connected to the same network segment.

•Both share the same IP address.

•Both are set up for AFT when using a Dell or IBM server, or for NFT when using a Hewlett-Packard server. (Refer to the documentation provided by the NIC manufacturer or server vendor.)

Step 2 Restart the Cisco Unity server for any changes to take effect.

	Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(2)
	Hardware
Cisco Unity Troubleshooting Guide (With Microsoft Exchange), Release 4.0(2) Index Preface Introduction Logs and Traces Internal and External Calls Call Transfers Messages Audio Quality Message Waiting Indicators (MWIs) Message Notification Calls Hardware Error Messages Third-Party Fax Integration Utilities Subscriber and Administrator Access Reports Appendix A: Cisco Unity Services	Download this chapter Hardware Download the complete book PDF of the Entire Book (PDF - 2 MB) Feedback Table Of Contents Hardware Network Interface Card Problems Cisco Unity Plays System Prompts but Does Not Transmit Voice Exchange Fails to Deliver Messages CreateUser Errors Occur During a False Network Disconnect Configuring Dual NICs Hardware Network Interface Card Problems There are several possible reasons that problems can arise when using a Network Interface Card (NIC) on a Cisco Unity server. See the following topics to troubleshoot problems related to NIC configuration: •Cisco Unity Plays System Prompts but Does Not Transmit Voice •Exchange Fails to Deliver Messages •CreateUser Errors Occur During a False Network Disconnect Cisco Unity Plays System Prompts but Does Not Transmit Voice If callers can hear Cisco Unity prompts, but Cisco Unity does not transmit any audio when a caller speaks, Cisco Unity may have a dual NIC misconfiguration. When dual NICs in a Cisco Unity system are configured with separate interface IP addresses, this may prevent correct receipt of RTP packets for voice transmissions. You can find this problem recorded in the log and trace files as silence detection filtering, because Cisco Unity is not receiving any audio and because the wave driver is reporting silence detection on all recordings. This problem may also occur when a second NIC is installed in the Cisco Unity server but is not configured or connected to the network. When dual NICs are installed on a Cisco Unity server, both NICs must be configured to share the same IP address. To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section . Exchange Fails to Deliver Messages When Cisco Unity is recording messages properly, but Exchange 2000 fails to deliver the messages, the Cisco Unity server may have dual NICs with each NIC configured for different network segments. This problem occurs only on Exchange 2000 systems, and does not occur with Exchange 5.5. When dual NICs are installed on a Cisco Unity server, both NICs must be connected to the same network segment in order for Exchange 2000 to deliver messages. To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section . CreateUser Errors Occur During a False Network Disconnect When doing a bulk addition of a large number of Cisco Unity subscribers, random CreateUser errors are generated. In a test situation, the error message "ERROR 800406ba: CreateUser()" was received for approximately 4 out of every 1000 subscribers successfully added. The error messages refer to losing the network connection. However, it can be verified that the network connections are not actually disconnected. The cause can instead be traced to dual NICs on the Cisco Unity server, where the server was randomly trying to access one or the other card, and subsequently reported a network disconnect. To resolve this problem, dual NICs on a Cisco Unity server must be configured with one NIC designated as the primary, and the other as secondary. The NICs must be configured in adaptive fault tolerant mode (AFT) or network fault tolerant (NFT) mode only. Virtual adapter configuration mode is not supported with dual NICs on a Cisco Unity server. To confirm or change NIC configuration settings, do the procedure in the "Configuring Dual NICs" section . Configuring Dual NICs When dual NICs are installed on a Cisco Unity server, they must be properly configured or a variety of problems can occur. If the Cisco Unity server is using dual NICs, we recommend that they be configured in AFT or NFT mode. One NIC is designated as the primary and the other NIC as the secondary for active-passive fault tolerance. In this configuration, the primary (active) NIC handles 100 percent of the traffic. Only in the event that the primary NIC becomes unavailable does the secondary NIC then become active and handle 100 percent of the traffic. Alternatively, if you do not want to configure AFT or NFT, or do not have a second LAN port available, the following configurations are supported, though not recommended: •Disable TCP/IP for the second NIC, which allows you to re-enable the second NIC remotely if the first NIC fails. (Use the Network and Dial-up Connections Control Panel to disable TCP/IP for the second NIC.) •Disable the second NIC in the BIOS. Caution Note that not plugging a network cable into the second NIC is not sufficient. The NIC must be disabled in the BIOS, or Cisco Unity may not work properly. To confirm or change NIC configuration settings, do the following procedure. To Confirm or Change Dual NIC Configuration on a Cisco Unity Server Step 1 Confirm that the NICs are configured correctly: •Both are connected to the same network segment. •Both share the same IP address. •Both are set up for AFT when using a Dell or IBM server, or for NFT when using a Hewlett-Packard server. (Refer to the documentation provided by the NIC manufacturer or server vendor.) Step 2 Restart the Cisco Unity server for any changes to take effect.
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