Cisco Unity Troubleshooting Guide (With IBM Lotus Domino), Release 4.0(3) - Cisco Personal Communications Assistant [Cisco Unity]

Table Of Contents

Cisco Personal Communications Assistant

About Cisco PCA Installation, Repair, and Removal

About Cisco PCA Logging

Procedures for Troubleshooting the Cisco PCA and Its Components

Restoring the Cisco PCA

Verifying That the Tomcat Service Is Installed and Started

Verifying That the World Wide Web Publishing Service Is Started

Verifying That IIS and the Cisco PCA Components Are Configured Correctly

Verifying That the IIS and Tomcat Integration Is Configured Correctly

Removing the Cisco PCA

Cisco PCA Error Messages

Procedures for Troubleshooting the Media Master Control Bar

Cisco Personal Communications Assistant

About Cisco PCA Installation, Repair, and Removal

The Cisco PCA installation uses Windows Installer technology and support scripts (javascript). The installation of the Cisco PCA is an integral part of the Cisco Unity installation process, and therefore, "hidden" from the installer.

If you have the Cisco Unity installation disks, you can restore corrupt or missing Cisco PCA files and applications by running an installation script at a command prompt. When you restore the Cisco PCA, the installation script removes any existing Cisco PCA-related files and applications, including the Tomcat service and its integration to the IIS server.

If you no longer want the Cisco PCA on your Cisco Unity server, another script allows you to safely remove all Cisco PCA files.

Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications.

About Cisco PCA Logging

When the Cisco PCA is initially installed, the cscoserv_script.log is created. The log file contains information about the installation and configuration of the Cisco PCA. When you restore or remove the Cisco PCA by using the setup.js and uninstall.js scripts, the cscoserv_script.log is created or updated. It contains information about the restored or removed installation. The cscoserv_script.log is stored in the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp).

Windows Installer automatically provides additional logging. For the initial Cisco PCA installation or for a repaired installation, Windows Installer logs data to the cscoserv_msi_install.log; when you remove a Cisco PCA installation, Windows Installer will also log data to the cscoserv_msi_remove.log.

Procedures for Troubleshooting the Cisco PCA and Its Components

When the Cisco PCA fails to operate properly, do the following tasks in the order presented:

1. If there is an error message associated with the problem, review the "Cisco PCA Error Messages" section or the "Procedures for Troubleshooting the Media Master Control Bar" section (as applicable), and then return to this section as needed.

2. Confirm that the CommServer\Cscoserv directory exists on the Cisco Unity server, and that it contains Java2SDK, Tomcat, bin, and ciscopca directories. If any directories are missing, follow the procedures in the "Restoring the Cisco PCA" section to fix the problem.

3. Check that the Tomcat service is installed and that the service has started. See the "Verifying That the Tomcat Service Is Installed and Started" section.

4. Check that the World Wide Web Publishing service is installed and that the service has started. See the "Verifying That the World Wide Web Publishing Service Is Started" section.

5. Check that IIS and the Cisco PCA components are configured correctly. See the "Verifying That IIS and the Cisco PCA Components Are Configured Correctly" section.

6. Check that the IIS and Tomcat integration is configured correctly. See the "Verifying That the IIS and Tomcat Integration Is Configured Correctly" section.

Finally, to restore or remove the Cisco PCA files and applications, see the procedures in the "Restoring the Cisco PCA" section or the "Removing the Cisco PCA" section, as applicable.

Restoring the Cisco PCA

Do the following procedure to restore corrupt or missing Cisco PCA files and applications.

Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications.

To Restore the Cisco PCA Files and Applications

Step 1 On the Cisco Unity server, insert the Cisco Unity disc that contains the cscoserv directory. For example, for the Cisco Unity 4.0(3) release, the cscoserv directory is on Cisco Unity DVD 1 and on Cisco Unity CD 2.

Step 2 Open a command prompt, and change to your DVD or CD-ROM drive.

Step 3 Enter cd cscoserv.

Step 4 Enter setup.js source="<DVD or CD drive>:\cscoserv\setup.msi" target="<Cisco Unity drive>:\commserver".

For example, if your DVD or CD-ROM drive is drive D and Cisco Unity is installed on drive C, enter:

setup.js source="d:\cscoserv\setup.msi" target="c:\commserver"

Step 5 Wait a few minutes while the script runs.

The cscoserv_script.log file is saved to the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). You can observe the progress of the script by opening the log file in a browser and refreshing the browser periodically.

Step 6 When the script has finished running, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 7 Confirm that Tomcat and the World Wide Web Publishing Service are started. If not, restart them.

You do not need to restart the Cisco Unity server to implement your changes.

Verifying That the Tomcat Service Is Installed and Started

Do the following procedure to verify that the Tomcat service is installed and started.

To Verify That the Tomcat Service Is Installed and Started

Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, locate Tomcat and verify that its status is Started.

If the Tomcat service is not listed in the services manager, it is likely that either the Cisco PCA or the Tomcat service failed to install, or that the Tomcat service registration failed. To correct the problem, you will need to restore the Cisco PCA files and applications. See the "Restoring the Cisco PCA" section.

If the Tomcat service is listed in the services manager, but is not started, right-click it, and click Start.

Verifying That the World Wide Web Publishing Service Is Started

Do the following procedure to verify that the World Wide Web Publishing service is installed and started.

To Verify That the World Wide Web Publishing Service Is Installed and Started

Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Services.

Step 2 In the right pane, locate World Wide Web Publishing and verify that its status is Started.

If the World Wide Web Publishing service is not listed in the services manager, it is possible that IIS was not installed correctly. To correct the problem, you will first need to repair the IIS installation. Then restore the Cisco PCA files and applications (see the "Restoring the Cisco PCA" section).

If the World Wide Web Publishing service is listed in the services manager but is not started, right-click it, and click Start.

Verifying That IIS and the Cisco PCA Components Are Configured Correctly

The Cisco PCA depends on the Tomcat service being correctly configured to load the Cisco PCA application upon startup. It also depends on IIS and the Tomcat service being able to communicate. The Tomcat service installation requires Tomcat and Java2SDK. The jk_nt_service application handles the windows service interface for Tomcat, and it requires that the Tomcat service be configured so that the startup and shutdown control port matches its own. The jk_nt_service.exe and its configuration file (wrapper.properties) are located in the CommServer\Cscoserv\Windows\Service directory.

This section contains two procedures. Do the procedures in order to verify that IIS and the Tomcat service are configured correctly. Enter any missing values and correct settings that do not match what is indicated here. Restart IIS and the Tomcat service if you make any corrections, and then check to see whether the Cisco PCA operates properly afterward.

To Verify That IIS Is Configured Correctly

Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Internet Services Manager.

Step 2 Right-click <System-name>, and then click Properties.

Step 3 On the Internet Information Services tab, confirm that WWW Service is selected in the Master Properties list, and then click Edit.

Step 4 Click the ISAPI Filters tab, and click cpcaflt from the list of filter names.

Step 5 In the Details section, verify that the executable is isapi_redirect.dll and that its status is Loaded. Note that it is not loaded properly if either of the following are true:

•Either no arrow, or a red arrow, is displayed on the left.

•The Priority is listed as "Unknown."

Step 6 If you determined in Step 5 that the isapi_redirect.dll executable is not loaded properly, reload it by doing the following sub-steps:

a. Verify that no other filter is loading the same .dll file or a similar file in another location. This can happen when a legacy setting has already used a Tomcat redirector before the current Cisco Unity software was installed.

b. Delete the offending duplicate entry (keep the cpcaflt entry), and click Apply.

c. Click OK to close the dialog box and return to the Internet Information Services window.

d. In the Services Control Panel, stop the Tomcat service.

e. Right-click the <System-name>, and click Restart IIS.

f. Confirm that IIS is set to restart, and click OK.

g. Verify that the ISAPI filter is loaded by repeating Step 1 through Step 5.

h. If the filter is loaded, restart the Tomcat service in the Services Control Panel.

Step 7 As needed, click OK to close any remaining dialog boxes and return to the Internet Information Services window.

Step 8 Expand <System-name>, and expand Default Web Site.

Step 9 Under Default Web Site, click Jakarta, and then verify that isapi_redirect.dll is listed in the right pane.

Step 10 Right-click Jakarta, and click Properties.

Step 11 In the Jakarta Properties dialog box, do the following sub-steps:

a. On the Virtual Directory tab, verify that the Local Path is set to the CommServer\Cscoserv\Windows\iis\Bin directory.

b. Click the Directory Security tab.

c. Under Anonymous Access and Authentication Control, click Edit.

d. In the Authentication Methods dialog box, verify that the Anonymous Access check box is checked and the Integrated Windows Authentication check box is checked.

e. Click OK to close the Authentication Methods dialog box.

f. Click OK to close the Jakarta Properties dialog box.

Step 12 Under Default Web Site, right-click AvXml, and click Properties.

Step 13 In the AvXml Properties dialog box, do the following sub-steps:

a. On the Virtual Directory tab, verify that the Local Path is set to the \InetPub\Wwwroot\AvXml directory.

b. Click the Directory Security tab.

c. Under Anonymous Access and Authentication Control, click Edit.

d. In the Authentication Methods dialog box, verify that the Anonymous Access check box is checked.

e. Click OK to close the Authentication Methods dialog box.

f. Under Secure Communication, click Edit. (If the button is greyed out, skip to Step 14.)

g. In the Secure Communications dialog box, verify that the Require Secure Channel (SSL) check box is unchecked.

h. In the Client Certificates section, verify that Ignore Client Certificates is selected and the Enable Client Certificate Mapping check box is unchecked.

i. Click OK to close the Secure Communications dialog box.

j. In the AvXml Properties dialog box, click Apply.

k. Click OK to close the AvXml Properties dialog box.

Step 14 Close the Internet Information Services window.

To Verify That the Tomcat Service Is Configured Correctly

Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Windows\Service.

Step 2 Use a text editor to open the wrapper.properties file.

Step 3 Verify that the value for wrapper.tomcat_home is set to CommServer\Cscoserv\Tomcat, which is the Tomcat installation directory.

The value must be an absolute path (for example, C:\CommServer\Cscoserv\Tomcat).

Step 4 Verify that the wrapper.java_home value is set to CommServer\Cscoserv\Java2SDK, which is the java sdk root.

The value must be an absolute path (for example, C:\CommServer\Cscoserv\Java2SDK).

Step 5 Close the wrapper.properties file.

Verifying That the IIS and Tomcat Integration Is Configured Correctly

The IIS and Tomcat integration depends on the proper installation and configuration of the isapi_redirect.dll file in IIS. The redirector file is located in CommServer\Cscoserv\Windows\iis\Bin directory, and it uses two support files (uriworkermap.properties and workers.properties), which are located in the CommServer\Cscoserv\Windows\iis directory.

This section contains several procedures. Do the procedures in order to verify that the IIS and Tomcat integration is configured correctly. Enter any missing values and correct settings that do not match what is indicated here. Restart IIS and the Tomcat service if you make any corrections, and then check to see whether the Cisco PCA operates properly afterward.

To Verify the IIS and Tomcat Integration Is Configured Correctly

Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Windows\iis.

Step 2 Use a text editor to open the workers.properties file.

Step 3 Verify that the value for workers.tomcat_home is set to the Tomcat installation directory (for example, C:\CommServer\Cscoserv\Tomcat).

The value must be the absolute path to the root of the Tomcat installation directory.

Step 4 Verify that the workers.java_home value is set to a proper java sdk root (for example, C:\CommServer\Cscoserv\Java2SDK).

The value must be the absolute path to the root of a Java 2 SDK version 1.3 or later.

Step 5 Close the workers.properties file.

Step 6 Use the text editor to open uriworkermap.properties.

Step 7 Verify that the file contains the following:

•/ciscopca=$(default.worker)

•/ciscopca/*=$(default.worker)

•default.worker=ajp13

Step 8 Close the uriworkermap.properties file.

To Verify That the Tomcat Server Is Configured Correctly

Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Tomcat\Webapps.

Step 2 Verify that the directory contains the ciscopca.xml file. If it does, use a text editor to open it.

Step 3 Verify that the file contains <Context path="/ciscopca">. This defines the Cisco PCA application profile.

Step 4 Verify that the value for the path attribute is "/ciscopca" and the docBase attribute is the absolute path to the ciscopca directory (for example, C:\CommServer\Cscoserv\Ciscopca).

Step 5 Verify that the value for the reloadable attribute is "False". The value controls whether Tomcat forces the Cisco PCA to reload when files change.

Step 6 Verify that the value for the debug attribute is "0". The values sets minimal logging.

Step 7 Verify that the value for the privileged attribute is "True".

Step 8 Verify that the file contains the "<Logger></Logger>" object declaration within the ciscopca "<Context ></Context>" declaration. The value indicates where engine events are logged for the Cisco PCA.

Step 9 Close the ciscopca.xml file.

To Verify That the Cisco PCA Web Application Is Configured Correctly

Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Ciscopca\WEB-INF.

Step 2 Use a text editor to open the web.xml file.

Step 3 Find unityurl and verify that the value enclosed by "<param-value id="unityurl">" and "</param-value>" is a valid IP address or DNS name for the Cisco Unity server that is hosting the AvXml web service/portal.

The value cannot be either of the following:

•127.0.0.1

•"localhost"

Step 4 Close the web.xml file.

Removing the Cisco PCA

Do the following procedure if you no longer want the Cisco PCA files and applications on your Cisco Unity server.

Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications.

To Remove the Cisco PCA Files and Applications

Step 1 On the Cisco Unity server, open a command prompt.

Step 2 Enter uninstall.js, and press Enter.

Step 3 Wait a few minutes while the script runs.

The cscoserv_script.log file is saved to the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). You can observe the progress of the script by opening the log file in a browser and refreshing the browser periodically.

You do not need to restart the Cisco Unity server to implement your changes.

Cisco PCA Error Messages

Problems that subscribers can experience when logging on to the Cisco PCA, when using the Cisco Unity Assistant, or when using the Cisco Unity Inbox are listed below, along with possible causes for the problems and troubleshooting tips for resolving each issue. Some errors have more than one possible cause. The recommended actions are listed after each cause, and are offered in the suggested order of completion.
Error Message    Unable to contact server.
Possible Cause    The Cisco Unity server is down, or a network connection has failed.
Recommended Action    Confirm that the Cisco Unity server is running, and that all network connections are functioning properly. Restart the Cisco Unity server, as necessary. To verify that the problem is caused by a Cisco Unity server or a network failure, you can change the "unityurl" configuration setting to point to a Cisco Unity server that is running, and then restart the Tomcat service.
Possible Cause    AvXml directory security is not set correctly in IIS; Anonymous access may be disabled or secure connections may be enabled.
Recommended Action    To correct directory security settings, see the "Verifying That IIS and the Cisco PCA Components Are Configured Correctly" section. Anonymous access should be enabled and secure connections should be disabled.
Error Message    Unknown authentication provider.
Possible Cause Jakarta directory security is not set correctly in IIS; the Anonymous Access or Integrated Windows Authentication check boxes may not be checked.
Recommended Action To correct directory security settings, see the "Verifying That IIS and the Cisco PCA Components Are Configured Correctly" section. Both the Anonymous Access and Integrated Windows Authentication check boxes should be checked.
Error Message    Site is unavailable.
Symptom    The error occurs when a subscriber browses to http://<Cisco Unity server>/ciscopca, and when Internet connection issues, a firewall, or SSL restrictions are not factors.
Possible Cause    ISAPI redirection filter failed to load.
Recommended Action    Do Step 1 through Step 5 in the "To Verify That IIS Is Configured Correctly" section. If the problem is still not resolved, restore the Cisco PCA by doing the procedure in the "Restoring the Cisco PCA" section.
Possible Cause    The Tomcat service is stopped.
Recommended Action    See the "Verifying That the Tomcat Service Is Installed and Started" section.
Possible Cause    The IIS and Tomcat integration is not configured correctly.
Recommended Action    See the "Verifying That the IIS and Tomcat Integration Is Configured Correctly" section.

Procedures for Troubleshooting the Media Master Control Bar

Problems that subscribers can experience when using the Media Master control bar in the Cisco Unity Assistant or Cisco Unity Inbox are listed below, along with possible causes and troubleshooting tips for resolving each issue. Some problems have more than one possible cause. The recommended actions are listed after each cause, and are offered in the suggested order of completion.

Symptom    The play and record buttons are greyed out on the Media Master control bar.
Possible Cause    The Media Master control bar may not be able to locate the Cisco Unity server because the CommServer\Cscoserv\Ciscopca\WEB-INF\Web.xml "unityurl" setting contains either the 127.0.0.1 IP address or the "localhost" host name, rather than a network IP address or a valid DNS name. (Note that occasionally the "unityurl" setting does contain a valid DNS name, but the symptom is still exhibited. In all cases, however, when "pinging" the IP address for the Cisco Unity server from the subscriber workstation fails, the buttons will appear greyed out on the Media Master control bar.)
Recommended Action    Replace the unityurl value with a proper IP address or DNS name, as necessary. Then restart the Tomcat service. See Step 3 in the "To Verify That the Cisco PCA Web Application Is Configured Correctly" section.
Possible Cause    The AvMMProxySvr service is not started or is down.
Recommended Action    Restart the AvMMProxySvr service.
Possible Cause    Network configuration is interfering with COM/DCOM operations.
Recommended Action    Because the Media Master control bar relies on Distributed Component Object Model (DCOM) communication to communicate with the Cisco Unity server, verify that DCOM communication is enabled on the subscriber workstation and on the Cisco Unity server.
Recommended Action    Verify that there is no firewall between the subscriber workstation and the Cisco Unity server. The Media Master control bar does not work through a firewall.
Recommended Action    Disable virus-scanning services and VPN client software on the subscriber workstation, as applicable.
Symptom    The Media Master control bar does not play or does not record when the subscriber specifies the computer multimedia devices as the playback and recording device, and the multimedia devices work properly otherwise.
Possible Cause    Network configuration is interfering with COM/DCOM operations.
Recommended Action    Because the Media Master control bar relies on Distributed Component Object Model (DCOM) communication to communicate with the Cisco Unity server, verify that DCOM communication is enabled on the subscriber workstation and on the Cisco Unity server.
Recommended Action    Verify that there is no firewall between the subscriber workstation and the Cisco Unity server. The Media Master control bar does not work through a firewall.
Recommended Action    Disable virus-scanning services and VPN client software on the subscriber workstation, as applicable.
Recommended Action    Verify that the AvCsMgr and AvCsGateway services are running as a distinguished Cisco Unity account (as specified during installation) and not the Local System account.
Possible Cause    The recording(s) that the Media Master control bar will not play are recorded in the G729a format.
Recommended Action    Verify that the subscriber has the G729a codec installed on the workstation, and that the recording(s) will still not play. If this is the case, refer to caveat CSCeb21978 for more information. Bug Toolkit is available at http://www.cisco.com/pcgi-bin/Support/Bugtool/launch_bugtool.pl.
Symptom    The Media Master control bar does not play or does not record when the subscriber specifies the phone as the playback and recording device.
Possible Cause    Network configuration is interfering with COM/DCOM operations.
Recommended Action    Because the Media Master control bar relies on Distributed Component Object Model (DCOM) communication to communicate with the Cisco Unity server, verify that DCOM communication is enabled on the subscriber workstation and on the Cisco Unity server.
Recommended Action    Verify that there is no firewall between the subscriber workstation and the Cisco Unity server. The Media Master control bar does not work through a firewall.
Recommended Action    Disable virus-scanning services and VPN client software on the subscriber workstation, as applicable.
Recommended Action    Verify that the AvCsMgr and AvCsGateway services are running as a distinguished Cisco Unity account (as specified during installation) and not the Local System account.

	Cisco Unity Troubleshooting Guide (With IBM Lotus Domino), Release 4.0(3)
	Cisco Personal Communications Assistant
Cisco Unity Troubleshooting Guide (With IBM Lotus Domino), Release 4.0(3) 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 Cisco Personal Communications Assistant Appendix: Cisco Unity Services and Their Functions	Download this chapter Cisco Personal Communications Assistant Download the complete book PDF of the Entire Book (PDF - 1 MB) Feedback Table Of Contents Cisco Personal Communications Assistant About Cisco PCA Installation, Repair, and Removal About Cisco PCA Logging Procedures for Troubleshooting the Cisco PCA and Its Components Restoring the Cisco PCA Verifying That the Tomcat Service Is Installed and Started Verifying That the World Wide Web Publishing Service Is Started Verifying That IIS and the Cisco PCA Components Are Configured Correctly Verifying That the IIS and Tomcat Integration Is Configured Correctly Removing the Cisco PCA Cisco PCA Error Messages Procedures for Troubleshooting the Media Master Control Bar Cisco Personal Communications Assistant About Cisco PCA Installation, Repair, and Removal The Cisco PCA installation uses Windows Installer technology and support scripts (javascript). The installation of the Cisco PCA is an integral part of the Cisco Unity installation process, and therefore, "hidden" from the installer. If you have the Cisco Unity installation disks, you can restore corrupt or missing Cisco PCA files and applications by running an installation script at a command prompt. When you restore the Cisco PCA, the installation script removes any existing Cisco PCA-related files and applications, including the Tomcat service and its integration to the IIS server. If you no longer want the Cisco PCA on your Cisco Unity server, another script allows you to safely remove all Cisco PCA files. Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications. About Cisco PCA Logging When the Cisco PCA is initially installed, the cscoserv_script.log is created. The log file contains information about the installation and configuration of the Cisco PCA. When you restore or remove the Cisco PCA by using the setup.js and uninstall.js scripts, the cscoserv_script.log is created or updated. It contains information about the restored or removed installation. The cscoserv_script.log is stored in the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). Windows Installer automatically provides additional logging. For the initial Cisco PCA installation or for a repaired installation, Windows Installer logs data to the cscoserv_msi_install.log; when you remove a Cisco PCA installation, Windows Installer will also log data to the cscoserv_msi_remove.log. Procedures for Troubleshooting the Cisco PCA and Its Components When the Cisco PCA fails to operate properly, do the following tasks in the order presented: 1. If there is an error message associated with the problem, review the "Cisco PCA Error Messages" section or the "Procedures for Troubleshooting the Media Master Control Bar" section (as applicable), and then return to this section as needed. 2. Confirm that the CommServer\Cscoserv directory exists on the Cisco Unity server, and that it contains Java2SDK, Tomcat, bin, and ciscopca directories. If any directories are missing, follow the procedures in the "Restoring the Cisco PCA" section to fix the problem. 3. Check that the Tomcat service is installed and that the service has started. See the "Verifying That the Tomcat Service Is Installed and Started" section. 4. Check that the World Wide Web Publishing service is installed and that the service has started. See the "Verifying That the World Wide Web Publishing Service Is Started" section. 5. Check that IIS and the Cisco PCA components are configured correctly. See the "Verifying That IIS and the Cisco PCA Components Are Configured Correctly" section. 6. Check that the IIS and Tomcat integration is configured correctly. See the "Verifying That the IIS and Tomcat Integration Is Configured Correctly" section. Finally, to restore or remove the Cisco PCA files and applications, see the procedures in the "Restoring the Cisco PCA" section or the "Removing the Cisco PCA" section, as applicable. Restoring the Cisco PCA Do the following procedure to restore corrupt or missing Cisco PCA files and applications. Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications. To Restore the Cisco PCA Files and Applications Step 1 On the Cisco Unity server, insert the Cisco Unity disc that contains the cscoserv directory. For example, for the Cisco Unity 4.0(3) release, the cscoserv directory is on Cisco Unity DVD 1 and on Cisco Unity CD 2. Step 2 Open a command prompt, and change to your DVD or CD-ROM drive. Step 3 Enter cd cscoserv. Step 4 Enter setup.js source="<DVD or CD drive>:\cscoserv\setup.msi" target="<Cisco Unity drive>:\commserver". For example, if your DVD or CD-ROM drive is drive D and Cisco Unity is installed on drive C, enter: setup.js source="d:\cscoserv\setup.msi" target="c:\commserver" Step 5 Wait a few minutes while the script runs. The cscoserv_script.log file is saved to the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). You can observe the progress of the script by opening the log file in a browser and refreshing the browser periodically. Step 6 When the script has finished running, on the Windows Start menu, click Programs > Administrative Tools > Services. Step 7 Confirm that Tomcat and the World Wide Web Publishing Service are started. If not, restart them. You do not need to restart the Cisco Unity server to implement your changes. Verifying That the Tomcat Service Is Installed and Started Do the following procedure to verify that the Tomcat service is installed and started. To Verify That the Tomcat Service Is Installed and Started Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Services. Step 2 In the right pane, locate Tomcat and verify that its status is Started. If the Tomcat service is not listed in the services manager, it is likely that either the Cisco PCA or the Tomcat service failed to install, or that the Tomcat service registration failed. To correct the problem, you will need to restore the Cisco PCA files and applications. See the "Restoring the Cisco PCA" section. If the Tomcat service is listed in the services manager, but is not started, right-click it, and click Start. Verifying That the World Wide Web Publishing Service Is Started Do the following procedure to verify that the World Wide Web Publishing service is installed and started. To Verify That the World Wide Web Publishing Service Is Installed and Started Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Services. Step 2 In the right pane, locate World Wide Web Publishing and verify that its status is Started. If the World Wide Web Publishing service is not listed in the services manager, it is possible that IIS was not installed correctly. To correct the problem, you will first need to repair the IIS installation. Then restore the Cisco PCA files and applications (see the "Restoring the Cisco PCA" section). If the World Wide Web Publishing service is listed in the services manager but is not started, right-click it, and click Start. Verifying That IIS and the Cisco PCA Components Are Configured Correctly The Cisco PCA depends on the Tomcat service being correctly configured to load the Cisco PCA application upon startup. It also depends on IIS and the Tomcat service being able to communicate. The Tomcat service installation requires Tomcat and Java2SDK. The jk_nt_service application handles the windows service interface for Tomcat, and it requires that the Tomcat service be configured so that the startup and shutdown control port matches its own. The jk_nt_service.exe and its configuration file (wrapper.properties) are located in the CommServer\Cscoserv\Windows\Service directory. This section contains two procedures. Do the procedures in order to verify that IIS and the Tomcat service are configured correctly. Enter any missing values and correct settings that do not match what is indicated here. Restart IIS and the Tomcat service if you make any corrections, and then check to see whether the Cisco PCA operates properly afterward. To Verify That IIS Is Configured Correctly Step 1 On the Cisco Unity server, on the Windows Start menu, click Programs > Administrative Tools > Internet Services Manager. Step 2 Right-click <System-name>, and then click Properties. Step 3 On the Internet Information Services tab, confirm that WWW Service is selected in the Master Properties list, and then click Edit. Step 4 Click the ISAPI Filters tab, and click cpcaflt from the list of filter names. Step 5 In the Details section, verify that the executable is isapi_redirect.dll and that its status is Loaded. Note that it is not loaded properly if either of the following are true: •Either no arrow, or a red arrow, is displayed on the left. •The Priority is listed as "Unknown." Step 6 If you determined in Step 5 that the isapi_redirect.dll executable is not loaded properly, reload it by doing the following sub-steps: a. Verify that no other filter is loading the same .dll file or a similar file in another location. This can happen when a legacy setting has already used a Tomcat redirector before the current Cisco Unity software was installed. b. Delete the offending duplicate entry (keep the cpcaflt entry), and click Apply. c. Click OK to close the dialog box and return to the Internet Information Services window. d. In the Services Control Panel, stop the Tomcat service. e. Right-click the <System-name>, and click Restart IIS. f. Confirm that IIS is set to restart, and click OK. g. Verify that the ISAPI filter is loaded by repeating Step 1 through Step 5. h. If the filter is loaded, restart the Tomcat service in the Services Control Panel. Step 7 As needed, click OK to close any remaining dialog boxes and return to the Internet Information Services window. Step 8 Expand <System-name>, and expand Default Web Site. Step 9 Under Default Web Site, click Jakarta, and then verify that isapi_redirect.dll is listed in the right pane. Step 10 Right-click Jakarta, and click Properties. Step 11 In the Jakarta Properties dialog box, do the following sub-steps: a. On the Virtual Directory tab, verify that the Local Path is set to the CommServer\Cscoserv\Windows\iis\Bin directory. b. Click the Directory Security tab. c. Under Anonymous Access and Authentication Control, click Edit. d. In the Authentication Methods dialog box, verify that the Anonymous Access check box is checked and the Integrated Windows Authentication check box is checked. e. Click OK to close the Authentication Methods dialog box. f. Click OK to close the Jakarta Properties dialog box. Step 12 Under Default Web Site, right-click AvXml, and click Properties. Step 13 In the AvXml Properties dialog box, do the following sub-steps: a. On the Virtual Directory tab, verify that the Local Path is set to the \InetPub\Wwwroot\AvXml directory. b. Click the Directory Security tab. c. Under Anonymous Access and Authentication Control, click Edit. d. In the Authentication Methods dialog box, verify that the Anonymous Access check box is checked. e. Click OK to close the Authentication Methods dialog box. f. Under Secure Communication, click Edit. (If the button is greyed out, skip to Step 14.) g. In the Secure Communications dialog box, verify that the Require Secure Channel (SSL) check box is unchecked. h. In the Client Certificates section, verify that Ignore Client Certificates is selected and the Enable Client Certificate Mapping check box is unchecked. i. Click OK to close the Secure Communications dialog box. j. In the AvXml Properties dialog box, click Apply. k. Click OK to close the AvXml Properties dialog box. Step 14 Close the Internet Information Services window. To Verify That the Tomcat Service Is Configured Correctly Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Windows\Service. Step 2 Use a text editor to open the wrapper.properties file. Step 3 Verify that the value for wrapper.tomcat_home is set to CommServer\Cscoserv\Tomcat, which is the Tomcat installation directory. The value must be an absolute path (for example, C:\CommServer\Cscoserv\Tomcat). Step 4 Verify that the wrapper.java_home value is set to CommServer\Cscoserv\Java2SDK, which is the java sdk root. The value must be an absolute path (for example, C:\CommServer\Cscoserv\Java2SDK). Step 5 Close the wrapper.properties file. Verifying That the IIS and Tomcat Integration Is Configured Correctly The IIS and Tomcat integration depends on the proper installation and configuration of the isapi_redirect.dll file in IIS. The redirector file is located in CommServer\Cscoserv\Windows\iis\Bin directory, and it uses two support files (uriworkermap.properties and workers.properties), which are located in the CommServer\Cscoserv\Windows\iis directory. This section contains several procedures. Do the procedures in order to verify that the IIS and Tomcat integration is configured correctly. Enter any missing values and correct settings that do not match what is indicated here. Restart IIS and the Tomcat service if you make any corrections, and then check to see whether the Cisco PCA operates properly afterward. To Verify the IIS and Tomcat Integration Is Configured Correctly Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Windows\iis. Step 2 Use a text editor to open the workers.properties file. Step 3 Verify that the value for workers.tomcat_home is set to the Tomcat installation directory (for example, C:\CommServer\Cscoserv\Tomcat). The value must be the absolute path to the root of the Tomcat installation directory. Step 4 Verify that the workers.java_home value is set to a proper java sdk root (for example, C:\CommServer\Cscoserv\Java2SDK). The value must be the absolute path to the root of a Java 2 SDK version 1.3 or later. Step 5 Close the workers.properties file. Step 6 Use the text editor to open uriworkermap.properties. Step 7 Verify that the file contains the following: •/ciscopca=$(default.worker) •/ciscopca/=$(default.worker) •default.worker=ajp13 Step 8* Close the uriworkermap.properties file. To Verify That the Tomcat Server Is Configured Correctly Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Tomcat\Webapps. Step 2 Verify that the directory contains the ciscopca.xml file. If it does, use a text editor to open it. Step 3 Verify that the file contains <Context path="/ciscopca">. This defines the Cisco PCA application profile. Step 4 Verify that the value for the path attribute is "/ciscopca" and the docBase attribute is the absolute path to the ciscopca directory (for example, C:\CommServer\Cscoserv\Ciscopca). Step 5 Verify that the value for the reloadable attribute is "False". The value controls whether Tomcat forces the Cisco PCA to reload when files change. Step 6 Verify that the value for the debug attribute is "0". The values sets minimal logging. Step 7 Verify that the value for the privileged attribute is "True". Step 8 Verify that the file contains the "<Logger></Logger>" object declaration within the ciscopca "<Context ></Context>" declaration. The value indicates where engine events are logged for the Cisco PCA. Step 9 Close the ciscopca.xml file. To Verify That the Cisco PCA Web Application Is Configured Correctly Step 1 On the Cisco Unity server, browse to the directory CommServer\Cscoserv\Ciscopca\WEB-INF. Step 2 Use a text editor to open the web.xml file. Step 3 Find unityurl and verify that the value enclosed by "<param-value id="unityurl">" and "</param-value>" is a valid IP address or DNS name for the Cisco Unity server that is hosting the AvXml web service/portal. The value cannot be either of the following: •127.0.0.1 •"localhost" Step 4 Close the web.xml file. Removing the Cisco PCA Do the following procedure if you no longer want the Cisco PCA files and applications on your Cisco Unity server. Caution Do not use Add/Remove Programs to remove or repair the Cisco PCA files and applications. To Remove the Cisco PCA Files and Applications Step 1 On the Cisco Unity server, open a command prompt. Step 2 Enter uninstall.js, and press Enter. Step 3 Wait a few minutes while the script runs. The cscoserv_script.log file is saved to the current user temporary file directory (for example, Documents and Settings\<User>\Local Settings\Temp). You can observe the progress of the script by opening the log file in a browser and refreshing the browser periodically. You do not need to restart the Cisco Unity server to implement your changes. Cisco PCA Error Messages Problems that subscribers can experience when logging on to the Cisco PCA, when using the Cisco Unity Assistant, or when using the Cisco Unity Inbox are listed below, along with possible causes for the problems and troubleshooting tips for resolving each issue. Some errors have more than one possible cause. The recommended actions are listed after each cause, and are offered in the suggested order of completion. Error Message Unable to contact server. Possible Cause The Cisco Unity server is down, or a network connection has failed. Recommended Action Confirm that the Cisco Unity server is running, and that all network connections are functioning properly. Restart the Cisco Unity server, as necessary. To verify that the problem is caused by a Cisco Unity server or a network failure, you can change the "unityurl" configuration setting to point to a Cisco Unity server that is running, and then restart the Tomcat service. Possible Cause AvXml directory security is not set correctly in IIS; Anonymous access may be disabled or secure connections may be enabled. Recommended Action To correct directory security settings, see the "Verifying That IIS and the Cisco PCA Components Are Configured Correctly" section. Anonymous access should be enabled and secure connections should be disabled. Error Message Unknown authentication provider. Possible Cause Jakarta directory security is not set correctly in IIS; the Anonymous Access or Integrated Windows Authentication check boxes may not be checked. Recommended Action To correct directory security settings, see the "Verifying That IIS and the Cisco PCA Components Are Configured Correctly" section. Both the Anonymous Access and Integrated Windows Authentication check boxes should be checked. Error Message Site is unavailable. Symptom The error occurs when a subscriber browses to http://<Cisco Unity server>/ciscopca, and when Internet connection issues, a firewall, or SSL restrictions are not factors. Possible Cause ISAPI redirection filter failed to load. Recommended Action Do Step 1 through Step 5 in the "To Verify That IIS Is Configured Correctly" section. If the problem is still not resolved, restore the Cisco PCA by doing the procedure in the "Restoring the Cisco PCA" section. Possible Cause The Tomcat service is stopped. Recommended Action See the "Verifying That the Tomcat Service Is Installed and Started" section. Possible Cause The IIS and Tomcat integration is not configured correctly. Recommended Action See the "Verifying That the IIS and Tomcat Integration Is Configured Correctly" section. Procedures for Troubleshooting the Media Master Control Bar Problems that subscribers can experience when using the Media Master control bar in the Cisco Unity Assistant or Cisco Unity Inbox are listed below, along with possible causes and troubleshooting tips for resolving each issue. Some problems have more than one possible cause. The recommended actions are listed after each cause, and are offered in the suggested order of completion. Symptom The play and record buttons are greyed out on the Media Master control bar. Possible Cause The Media Master control bar may not be able to locate the Cisco Unity server because the CommServer\Cscoserv\Ciscopca\WEB-INF\Web.xml "unityurl" setting contains either the 127.0.0.1 IP address or the "localhost" host name, rather than a network IP address or a valid DNS name. (Note that occasionally the "unityurl" setting does contain a valid DNS name, but the symptom is still exhibited. In all cases, however, when "pinging" the IP address for the Cisco Unity server from the subscriber workstation fails, the buttons will appear greyed out on the Media Master control bar.) Recommended Action Replace the unityurl value with a proper IP address or DNS name, as necessary. Then restart the Tomcat service. See Step 3 in the "To Verify That the Cisco PCA Web Application Is Configured Correctly" section. Possible Cause The AvMMProxySvr service is not started or is down. Recommended Action Restart the AvMMProxySvr service. Possible Cause Network configuration is interfering with COM/DCOM operations. Recommended Action Because the Media Master control bar relies on Distributed Component Object Model (DCOM) communication to communicate with the Cisco Unity server, verify that DCOM communication is enabled on the subscriber workstation and on the Cisco Unity server. Recommended Action Verify that there is no firewall between the subscriber workstation and the Cisco Unity server. The Media Master control bar does not work through a firewall. Recommended Action Disable virus-scanning services and VPN client software on the subscriber workstation, as applicable. Symptom The Media Master control bar does not play or does not record when the subscriber specifies the computer multimedia devices as the playback and recording device, and the multimedia devices work properly otherwise. Possible Cause Network configuration is interfering with COM/DCOM operations. Recommended Action Because the Media Master control bar relies on Distributed Component Object Model (DCOM) communication to communicate with the Cisco Unity server, verify that DCOM communication is enabled on the subscriber workstation and on the Cisco Unity server. Recommended Action Verify that there is no firewall between the subscriber workstation and the Cisco Unity server. The Media Master control bar does not work through a firewall. Recommended Action Disable virus-scanning services and VPN client software on the subscriber workstation, as applicable. Recommended Action Verify that the AvCsMgr and AvCsGateway services are running as a distinguished Cisco Unity account (as specified during installation) and not the Local System account. Possible Cause The recording(s) that the Media Master control bar will not play are recorded in the G729a format. Recommended Action Verify that the subscriber has the G729a codec installed on the workstation, and that the recording(s) will still not play. If this is the case, refer to caveat CSCeb21978 for more information. Bug Toolkit is available at http://www.cisco.com/pcgi-bin/Support/Bugtool/launch_bugtool.pl. Symptom The Media Master control bar does not play or does not record when the subscriber specifies the phone as the playback and recording device. Possible Cause Network configuration is interfering with COM/DCOM operations. Recommended Action Because the Media Master control bar relies on Distributed Component Object Model (DCOM) communication to communicate with the Cisco Unity server, verify that DCOM communication is enabled on the subscriber workstation and on the Cisco Unity server. Recommended Action Verify that there is no firewall between the subscriber workstation and the Cisco Unity server. The Media Master control bar does not work through a firewall. Recommended Action Disable virus-scanning services and VPN client software on the subscriber workstation, as applicable. Recommended Action Verify that the AvCsMgr and AvCsGateway services are running as a distinguished Cisco Unity account (as specified during installation) and not the Local System account.
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