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Troubleshooting Guide for Cisco Unified Communications Manager

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Troubleshooting Guide for Cisco Unified Communications Manager

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All rights reserved.

i Troubleshooting Guide for Cisco Unified Communications Manager

OL-21859-01C O N T E N T S

Preface ix

C H A P T E R 1Troubleshooting Overview 1-1

Cisco Unified Serviceability 1-1

Cisco Unified Communications Operating System Administration 1-2General Model of Problem Solving 1-2

Network Failure Preparation 1-3

Where to Find More Information 1-3

C H A P T E R 2Troubleshooting Tools 2-1

Cisco Unified Serviceability Troubleshooting Tools 2-1

Command Line Interface 2-2

Netdump Utility 2-3

Configuring a Netdump Server 2-3

Configuring a Netdump Client 2-4

Working with Files That Are Collected by the Netdump Server 2-4Monitoring Netdump Status 2-4

Network Management 2-5

System Log Management 2-5

Cisco Discovery Protocol Support 2-5

Simple Network Management Protocol Support 2-6

Sniffer Traces 2-6

Debugs 2-6

Cisco Secure Telnet 2-7

Packet Capture 2-7

Packet Capturing Overview 2-7

Configuration Checklist for Packet Capturing 2-8

Adding an End User to the Standard Packet Sniffer Users Group 2-9Configuring Packet-Capturing Service Parameters 2-9

Configuring Packet Capturing in the Phone Configuration Window 2-10

Configuring Packet Capturing in Gateway and Trunk Configuration Windows 2-10Packet-Capturing Configuration Settings 2-12

Analyzing Captured Packets 2-13

Contents

ii Troubleshooting Guide for Cisco Unified Communications Manager

OL-21859-01 Common Troubleshooting Tasks, Tools, and Commands2-13

Troubleshooting Tips2-15

System History Log2-16

System History Log Overview2-17

System History Log Fields2-17

Accessing the System History Log2-18

Audit Logging2-19

Verify Cisco Unified Communications Manager Services Are Running2-22

C H A P T E R3Cisco Unified Communications Manager System Issues3-1

Cisco Unified Communications Manager System Not Responding 3-1

Cisco Unified Communications Manager System Stops Responding 3-2

Cisco Unified Communications Manager Administration Does Not Display3-3

Error When Attempting to Access Cisco Unified Communications Manager Administration3-3

Error When Attempting to Access Cisco Unified Communications Manager Administration on a

Subsequent Node3-3

You Are Not Authorized to View3-4

Problems Displaying or Adding Users with Cisco Unified Communications Manager3-4

Name to Address Resolution Failing3-5

Port 80 Blocked Between Your Browser and the Cisco Unified Communications Manager Server3-5

Improper Network Setting Exists in the Remote Machine3-6

Database Replication3-7

Replication Fails Between the Publisher and the Subscriber Server3-7

Database Replication Does Not Occur When Connectivity Is Restored on Lost Node3-10

Database Tables Out of Sync Do Not Trigger Alert3-11

Resetting Database Replication When You Are Reverting to an Older Product Release3-11

utils dbreplication clusterreset3-12

utils dbreplication dropadmindb3-12

LDAP Authentication Fails3-12

Issues with LDAP Over SSL3-13

Open LDAP Cannot Verify the Certificate to Connect to the LDAP Server3-14

Slow Server Response3-15

JTAPI Subsystem Startup Problems3-15

JTAPI Subsystem is OUT_OF_SERVICE3-16

MIVR-SS_TEL-4-ModuleRunTimeFailure3-16

MIVR-SS_TEL-1-ModuleRunTimeFailure3-18

JTAPI Subsystem is in PARTIAL_SERVICE3-19

Security Issues3-19

Contents iii Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Security Alarms 3-20

Security Performance Monitor Counters 3-20

Reviewing Security Log and Trace Files 3-21

Troubleshooting Certificates 3-22

Troubleshooting CTL Security Tokens 3-22

Troubleshooting a Locked Security Token After You Consecutively Enter an Incorrect Security Token Password 3-22

Troubleshooting If You Lose One Security Token (Etoken) 3-22

Troubleshooting CAPF 3-23

Troubleshooting the Authentication String on the Phone 3-23

Troubleshooting If the Locally Significant Certificate Validation Fails 3-24

Verifying That the CAPF Certificate Is Installed on All Servers in the Cluster 3-24

Verifying That a Locally Significant Certificate Exists on the Phone 3-24

Verifying That a Manufacture-Installed Certificate (MIC) Exists in the Phone 3-24

Troubleshooting Encryption for Phones and Cisco IOS MGCP Gateways 3-24

Using Packet Capturing 3-24

CAPF Error Codes 3-25

Performing Failed RAID Disk Replacement 3-26

Performing Failed RAID Disk Replacement With Double Restart 3-28

Performing Failed RAID Disk Replacement With Single Restart 3-29

Performing Failed RAID Disk Replacement Without Restart 3-30

C H A P T E R 4Device Issues 4-1

Voice Quality 4-1

Lost or Distorted Audio 4-2

Correcting Audio Problems from the Cisco Unified IP Phone 4-3

Echo 4-4

One-Way Audio or No Audio 4-5

Codec and Region Mismatches 4-9

Location and Bandwidth 4-9

Phone Issues 4-10

Phone Resets 4-10

Dropped Calls 4-10

Phones Not Registering 4-11

Gateway Issues 4-11

Gateway Reorder Tone 4-12

Gateway Registration Failure 4-12

Gatekeeper Issues 4-17

Admission Rejects 4-17

Contents

iv Troubleshooting Guide for Cisco Unified Communications Manager

OL-21859-01 Registration Rejects4-17

B-Channel Remains Locked When Restart_Ack Does Not Contain Channel IE4-18 Incorrect Device Registration Status Displays4-19

C H A P T E R5Dial Plans and Routing Issues5-1

Route Partitions and Calling Search Spaces5-1

Group Pickup Configuration5-3

Dial Plan Issues5-3

Problem When Dialing a Number5-4

Secure Dial Plan5-5

Automated Alternate Routing (AAR) Limitation with Remote Gateways5-5

C H A P T E R6Cisco Unified Communications Manager Services Issues 6-1

No Available Conference Bridge6-1

Hardware Transcoder Not Working As Expected6-2

No Supplementary Services Are Available on an Established Call6-4

C H A P T E R7Voice Messaging Issues7-1

Voice Messaging Stops After 30 Seconds7-1

Cisco Unity System Does Not Roll Over: Receive Busy Tone7-2

Calls That Are Forwarded to Voice Messaging System Get Treated as a Direct Call to Cisco Unity

System7-2

Administrator Account Is Not Associated with Cisco Unity Subscriber7-3

C H A P T E R8Troubleshooting Features and Services8-1

Troubleshooting Barge8-1

Troubleshooting Call Back8-2

Problems Using Call Back8-2

User presses Callback softkey before phone rings.8-2

User unplugs or resets phone after pressing the CallBack softkey but before Call Back

occurs.8-2

Caller misses availability notification before phone reset. Replace/retain screen does not

explicitly state that availability notification occurred.8-3

Error Messages for Call Back8-4

Locating the Call Back Log Files8-4

Troubleshooting Call Control Discovery8-4

Troubleshooting Call Park8-6

Troubleshooting Cisco Extension Mobility8-6

Contents v Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Troubleshooting General Problems with Cisco Extension Mobility 8-7

Troubleshooting Cisco Extension Mobility Error Messages 8-7

Troubleshooting Cisco Unified Communications Manager Assistant 8-9

IPMAConsoleInstall.jsp Displays Error: HTTP Status 503—This Application is Not Currently Available 8-10

IPMAConsoleInstall.jsp Displays Error: No Page Found Error 8-10

Exception: d3d94cfc04a1b0717fd5dd32ng.ClassNotFoundException: InstallerApplet.class 8-11

Automatic Installation of MS Virtual Machine Is No Longer Provided for Download 8-11User Authentication Fails 8-12

Assistant Console Displays Error: System Error - Contact System Administrator 8-12Assistant Console Displays Error: Cisco IP Manager Assistant Service Unreachable 8-13Calls Do Not Get Routed When Filtering Is On or Off 8-14

Cisco IP Manager Assistant Service Cannot Initialize 8-15

Calling Party Gets a Reorder Tone 8-15

Manager Is Logged Out While the Service Is Still Running 8-15

Manager Cannot Intercept Calls That Are Ringing on the Assistant Proxy Line 8-16

Not Able to Call the Manager Phone When Cisco IP Manager Assistant Service is Down 8-16Troubleshooting Cisco Unified Mobility 8-17

Cisco Unified Mobility User Hangs Up Mobile Phone But Cannot Resume Call on Desktop Phone 8-17

Troubleshooting Cisco Web Dialer 8-18

Authentication Error 8-18

Service Temporarily Unavailable 8-18

Directory Service Down 8-19

Cisco CTIManager Down 8-19

Session Expired, Please Login Again 8-19

Corrective Action 8-19

User Not Logged in on Any Device 8-20

Failed to Open Device/Line 8-20

Destination Not Reachable 8-20

Troubleshooting Directed Call Park 8-21

Troubleshooting External Call Control 8-22

Troubleshooting Hotline 8-25

Troubleshooting Immediate Divert 8-26

Key is not active 8-26

Temporary Failure 8-27

Busy 8-27

Troubleshooting Intercom 8-27

Getting Busy Tone When Dialing Out of Intercom Line 8-27

Contents

vi Troubleshooting Guide for Cisco Unified Communications Manager

OL-21859-01 Intercom Calls Do Not Go to Connected State When Going Off Hook by Using Speaker, Handset, or

Headset8-28

Troubleshooting – SCCP8-28

Intercom Lines Not Showing Up on Phone When Button Template Has Them8-28

Intercom Lines Not Showing Up When Phone Falls Back to SRST8-29

Troubleshooting – SIP8-29

Debugging Phones That Are Running SIP8-29

Configuration of Phones That Are Running SIP8-29

Cisco Extension Mobility User Is Logged In But Intercom Line Does Not Display8-29

Where to Find More Information8-30

Troubleshooting IPv68-30

Phones Do Not Register with Cisco Unified Communications Manager8-30

Calls Over SIP Trunks Fail8-30

Calls Between Devices Fail8-31

Music On Hold Does Not Play on Phone8-31

Troubleshooting Logical Partitioning8-31

Logical Partitioning Does Not Function As Expected8-32

Logical Partitioning Policies Require Adjustment8-32

C H A P T E R9SNMP Troubleshooting9-1

Troubleshooting Tips9-1

CISCO-CCM-MIB Tips9-2

General Tips9-2

Limitations9-5

Frequently Asked Questions9-5

HOST-RESOURCES-MIB Tips9-10

Logs for Collection9-10

Disk Space and RTMT9-11

Frequently Asked Questions9-11

CISCO-CDP-MIB Tips9-13

General Tips9-13

Frequently Asked Questions9-14

SYSAPP-MIB Tips9-14

Collecting Logs9-14

Using Servlets in Cisco Unified Communications Manager 8.09-14

SNMP Developer Tips9-15

Where to Find More Information9-17

Contents vii Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01A P P E N D I X 10Opening a Case With TAC 10-1

Information You Will Need 10-2

Required Preliminary Information 10-2

Network Layout 10-2

Problem Description 10-3

General Information 10-3

Online Cases 10-3

Cisco Live! 10-4

Remote Access 10-4

Cisco Secure Telnet 10-4

Firewall Protection 10-5

Cisco Secure Telnet Design 10-5

Cisco Secure Telnet Structure 10-5

A P P E N D I X 11Case Study: Troubleshooting Cisco Unified IP Phone Calls 11-1

Troubleshooting Intracluster Cisco Unified IP Phone Calls 11-1

Sample Topology 11-1

Cisco Unified IP Phone Initialization Process 11-2

Cisco Unified Communications Manager Initialization Process 11-3Self-Starting Processes 11-3

Cisco Unified Communications Manager Registration Process 11-5Cisco Unified Communications Manager KeepAlive Process 11-5

Cisco Unified Communications Manager Intracluster Call Flow Traces 11-6Troubleshooting Intercluster Cisco Unified IP Phone Calls 11-9

Sample Topology 11-9

Intercluster H.323 Communication 11-9

Call Flow Traces 11-10

Failed Call Flow 11-11

A P P E N D I X 12Case Study: Troubleshooting Cisco Unified IP Phone-to-Cisco IOS Gateway Calls 12-1

Call Flow Traces 12-1

Debug Messages and Show Commands on the Cisco IOS Gatekeeper 12-4Debug Messages and Show Commands on the Cisco IOS Gateway 12-5Cisco IOS Gateway with T1/PRI Interface 12-8

Cisco IOS Gateway with T1/CAS Interface 12-9

I N D E X

Contents

viii Troubleshooting Guide for Cisco Unified Communications Manager

OL-21859-01

ix Troubleshooting Guide for Cisco Unified Communications Manager

OL-21859-01

Preface

This preface describes the purpose, audience, organization, and conventions of this guide and provides information on how to obtain related documentation.

The preface covers these topics:

?

Purpose, page ix ?

Audience, page ix ?

Organization, page x ?

Related Documentation, page x ?

Conventions, page xi ?

Obtaining Documentation, Obtaining Support, and Security Guidelines, page xii ?Cisco Product Security Overview, page xii

Purpose

The Troubleshooting Guide for Cisco Unified Communications Manager provides troubleshooting procedures for this release of Cisco Unified Communications Manager.

Note The information in this version of the Troubleshooting Guide for Cisco Unified Communications

Manager may not apply to earlier releases of the Cisco Unified Communications Manager software.This document does not cover every possible trouble event that might occur on a Cisco Unified

Communications Manager system but instead focuses on those events that are frequently seen by the Cisco Technical Assistance Center (TAC) or frequently asked questions from newsgroups.

Audience

The Troubleshooting Guide for Cisco Unified Communications Manager provides guidance for network administrators who are responsible for managing the Cisco Unified Communications Manager system, for enterprise managers, and for employees. This guide requires knowledge of telephony and IP networking technology.

x

Troubleshooting Guide for Cisco Unified Communications Manager

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Preface

Organization

Table 1Table 1 shows how this guide is organized.

Related Documentation

Refer to the Cisco Unified Communications Manager Documentation Guide for further information about related Cisco IP telephony applications and products. The following URL shows an example of the path to the documentation guide:

T able 1

How This Document Is Organized

Chapter and Title

Description

Chapter 1, “Troubleshooting Overview”

Provides an overview of the tools and resources that are available for troubleshooting the Cisco Unified Communications Manager.

Chapter 2, “Troubleshooting Tools”

Addresses the tools and utilities that you can use to configure, monitor, and troubleshoot Cisco Unified

Communications Manager and provides general guidelines for collecting information to avoid repetitive testing and re-collection of identical data.

Chapter 3, “Cisco Unified

Communications Manager System Issues”

Describes solutions for the most common issues that relate to a Cisco Unified Communications Manager system.Chapter 4, “Device Issues”Describes solutions for the most common issues that relate to IP phones and gateways.

Chapter 5, “Dial Plans and Routing Issues”

Describes solutions for the most common issues that relate to dial plans, route partitions, and calling search spaces.Chapter 6, “Cisco Unified

Communications Manager Services Issues”

Describes solutions for the most common issues related to services, such as conference bridges and media termination points.

Chapter 7, “Voice Messaging Issues”Describes solutions for the most common voice-messaging issues.

Chapter 8, “Troubleshooting Features and Services”

Provides information to help you resolve common issues with Cisco Unified Communications Manager features and services.

Chapter 9, “SNMP Troubleshooting”Provides information on how to troubleshoot with SNMP Appendix 10, “Opening a Case With TAC”

Describes what information is needed to open a case for TAC.

Appendix 11, “Case Study: Troubleshooting Cisco Unified IP Phone Calls”

Describes in detail the call flow between two Cisco Unified IP Phones within a cluster.Appendix 12, “Case Study:

Troubleshooting Cisco Unified IP Phone-to-Cisco IOS Gateway Calls”

Describes a Cisco Unified IP Phone calling through a Cisco IOS Gateway to a phone that is connected through a local PBX or on the Public Switched Telephone Network (PSTN).

xi Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Preface

d3d94cfc04a1b0717fd5dd32/en/US/products/sw/voicesw/ps556/products_documentation_roadmaps_list For documentation that relates to Cisco Unity, refer to the following URL:

d3d94cfc04a1b0717fd5dd32/en/US/products/sw/voicesw/ps2237/tsd_products_support_series_home

Conventions

This document uses the following conventions:

Notes use the following conventions:

Note Means reader take note . Notes contain helpful suggestions or references to material not covered in the

publication.

Timesavers use the following conventions:

Timesaver Means the described action saves time . You can save time by performing the action described in the

paragraph.

Tips use the following conventions:

Tip Means the information contains useful tips.

Convention

Description boldface font

Commands and keywords are in boldface .italic font

Arguments for which you supply values are in italics .[ ]

Elements in square brackets are optional.{ x | y | z }

Alternative keywords are grouped in braces and separated by vertical bars.[ x | y | z ]

Optional alternative keywords are grouped in brackets and separated by vertical bars.string A nonquoted set of characters. Do not use quotation

marks around the string or the string will include the

quotation marks.

screen font Terminal sessions and information the system displays

are in screen font.

boldface screen font Information you must enter is in boldface screen font.

italic screen font Arguments for which you supply values are in italic

screen font.

< >

Nonprinting characters, such as passwords, are in angle

brackets.

xii Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Preface

Cautions use the following conventions:

Caution Means reader be careful . In this situation, you might do something that could result in equipment

damage or loss of data.

Warnings use the following conventions:

Warning This warning symbol means danger. You are in a situation that could cause bodily injury. Before you

work on any equipment, you must be aware of the hazards involved with electrical circuitry and

familiar with standard practices for preventing accidents.

Obtaining Documentation, Obtaining Support, and Security Guidelines

For information on obtaining documentation, obtaining support, providing documentation feedback,

security guidelines, and also recommended aliases and general Cisco documents, see the monthly What’s

New in Cisco Product Documentation , which also lists all new and revised Cisco technical

documentation, at:

d3d94cfc04a1b0717fd5dd32/en/US/docs/general/whatsnew/whatsnew

Cisco Product Security Overview

This product contains cryptographic features and is subject to United States and local country laws

governing import, export, transfer and use. Delivery of Cisco cryptographic products does not imply

third-party authority to import, export, distribute or use encryption. Importers, exporters, distributors

and users are responsible for compliance with U.S. and local country laws. By using this product you

agree to comply with applicable laws and regulations. If you are unable to comply with U.S. and local

laws, return this product immediately.

Further information regarding U.S. export regulations may be found at

d3d94cfc04a1b0717fd5dd32/bis/ear/ear_data .

C H A P T E R 1-1Troubleshooting Guide for Cisco Unified Communications Manager

OL-21859-011

Troubleshooting Overview

This section provides the necessary background information and available resources to troubleshoot the Cisco Unified Communications Manager.

The section covers following topics:

?

Cisco Unified Serviceability, page 1-1 ?

Cisco Unified Communications Operating System Administration, page 1-2 ?

General Model of Problem Solving, page 1-2 ?

Network Failure Preparation, page 1-3 ?Where to Find More Information, page 1-3

Cisco Unified Serviceability

Cisco Unified Serviceability, a web-based troubleshooting tool for Cisco Unified Communications Manager, provides the following functionality to assist administrators troubleshoot system problems: ?

Saves Cisco Unified Communications Manager services alarms and events for troubleshooting and provides alarm message definitions. ?

Saves Cisco Unified Communications Manager services trace information to various log files for troubleshooting. Administrators can configure, collect, and view trace information. ?

Monitors real-time behavior of the components in a Cisco Unified Communications Manager cluster through the real-time monitoring tool (RTMT). ?

Generates reports for Quality of Service, traffic, and billing information through Cisco Unified Communications Manager CDR Analysis and Reporting (CAR). ?

Provides feature services that you can activate, deactivate, and view through the Service Activation window. ?

Provides an interface for starting and stopping feature and network services. ?

Archives reports that are associated with Cisco Unified Serviceability tools. ?

Allows Cisco Unified Communications Manager to work as a managed device for SNMP remote management and troubleshooting. ?Monitors the disk usage of the log partition on a server (or all servers in the cluster).

1-2Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Chapter 1 Troubleshooting Overview

Cisco Unified Communications Operating System Administration Access Cisco Unified Serviceability from the Cisco Unified Communications Manager Administration window by choosing Cisco Unified Serviceability from the Navigation drop-down list box. Installing the Cisco Unified Communications Manager software automatically installs Cisco Unified Serviceability and makes it available.

Refer to the Cisco Unified Serviceability Administration Guide for detailed information and

configuration procedures on the serviceability tools.

Cisco Unified Communications Operating System Administration

Cisco Unified Communications Operating System Administration allows you to perform the following tasks to configure and manage the Cisco Unified Communications Operating System:

?

Check software and hardware status. ?

Check and update IP addresses. ?

Ping other network devices. ?

Manage Network Time Protocol servers. ?

Upgrade system software and options. ?Restart the system.

Refer to the Cisco Unified Communications Operating System Administration Guide for detailed information and configuration procedures on the serviceability tools.

General Model of Problem Solving

When troubleshooting a telephony or IP network environment, define the specific symptoms, identify all potential problems that could be causing the symptoms, and then systematically eliminate each potential problem (from most likely to least likely) until the symptoms disappear.

The following steps provide guidelines to use in the problem-solving process.

Step 1

Analyze the network problem and create a clear problem statement. Define symptoms and potential causes.Step 2

Gather the facts that you need to help isolate possible causes.Step 3

Consider possible causes based on the facts that you gathered.Step 4

Create an action plan based on those causes. Begin with the most likely problem and devise a plan in which you manipulate only one variable.Step 5

Implement the action plan; perform each step carefully while testing to see whether the symptom disappears.Step 6Analyze the results to determine whether the problem has been resolved. If the problem was resolved,

consider the process complete.

1-3Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Chapter 1 Troubleshooting Overview

Network Failure Preparation

Step 7If the problem has not been resolved, create an action plan based on the next most probable cause on

your list. Return to Step 4 and repeat the process until the problem is solved.

Make sure that you undo anything that you changed while implementing your action plan. Remember that you want to change only one variable at a time.

Note If you exhaust all the common causes and actions (either those outlined in this document or others that

you have identified in your environment), contact Cisco TAC.

Network Failure Preparation

You can always recover more easily from a network failure if you are prepared ahead of time. To determine if you are prepared for a network failure, answer the following questions:

?Do you have an accurate physical and logical map of your internetwork that outlines the physical

location of all of the devices on the network and how they are connected as well as a logical map of network addresses, network numbers, and subnetworks?

?Do you have a list of all network protocols that are implemented in your network for each of the protocols implemented and a list of the network numbers, subnetworks, zones, and areas that are associated with them?

?Do you know which protocols are being routed and the correct, up-to-date configuration information for each protocol?

?Do you know which protocols are being bridged? Are any filters configured in any of these bridges, and do you have a copy of these configurations? Is this applicable to Cisco Unified Communications Manager?

?Do you know all the points of contact to external networks, including any connections to the

Internet? For each external network connection, do you know what routing protocol is being used? ?

Has your organization documented normal network behavior and performance, so you can compare current problems with a baseline?If you can answer yes to these questions, faster recovery from a failure results.

Where to Find More Information

Use the following links for information on various IP telephony topics:

?For further information about related Cisco IP telephony applications and products, refer to the

Cisco Unified Communications Manager Documentation Guide . The following URL shows an example of the path to the documentation guide:

d3d94cfc04a1b0717fd5dd32/en/US/products/sw/voicesw/ps556/products_documentation_roadmaps_list

?For documentation related to Cisco Unity, refer to the following URL:

d3d94cfc04a1b0717fd5dd32/en/US/products/sw/voicesw/ps2237/tsd_products_support_series_home.htm l

1-4Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Chapter 1 Troubleshooting Overview Where to Find More Information

?

For documentation related to Cisco Emergency Responder, refer to the following URL: d3d94cfc04a1b0717fd5dd32/en/US/products/sw/voicesw/ps842/tsd_products_support_series_home ?

For documentation related to Cisco Unified IP Phones, refer to the following URL: d3d94cfc04a1b0717fd5dd32/en/US/products/hw/phones/ps379/tsd_products_support_series_home ?For information on designing and troubleshooting IP telephony networks, refer to the Cisco IP

Telephony Solution Reference Network Design Guides that are available at d3d94cfc04a1b0717fd5dd32/go/srnd .

C H A P T E R 2-1Troubleshooting Guide for Cisco Unified Communications Manager

OL-21859-012

Troubleshooting Tools

This section addresses the tools and utilities that you use to configure, monitor, and troubleshoot Cisco Unified Communications Manager and provides general guidelines for collecting information to avoid repetitive testing and recollection of identical data.

Note To access some of the URL sites that are listed in this document, you must be a registered user, and you

must be logged in.

This section contains the following topics:

?

Cisco Unified Serviceability Troubleshooting Tools, page 2-1 ?

Command Line Interface, page 2-2 ?

Netdump Utility, page 2-3 ?

Network Management, page 2-5 ?

Sniffer Traces, page 2-6 ?

Debugs, page 2-6 ?

Cisco Secure Telnet, page 2-7 ?

Packet Capture, page 2-7 ?

Common Troubleshooting Tasks, Tools, and Commands, page 2-13 ?

Troubleshooting Tips, page 2-15 ?

System History Log, page 2-16 ?

Audit Logging, page 2-19 ?Verify Cisco Unified Communications Manager Services Are Running, page 2-22

Cisco Unified Serviceability Troubleshooting Tools

Refer to the Cisco Unified Serviceability Administration Guide for detailed information of the following different types of tools that Cisco Unified Serviceability provides to monitor and analyze the various Cisco Unified Communications Manager systems.

2-2Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Chapter 2 Troubleshooting Tools

Command Line Interface Command Line Interface

Use the command line interface (CLI) to access the Cisco Unified Communications Manager system for basic maintenance and failure recovery. Obtain access to the system by either a hard-wired terminal (a system monitor and keyboard) or by performing a SSH session.

The account name and password get created at install time. You can change the password after install, but you never can change the account name.

A command represents a text instruction that caused the system to perform some function. Commands may be stand alone, or they can have mandatory or optional arguments or options.

T able 2-1Serviceability T ools

Term Definition

Cisco Unified Real-Time Monitoring Tool (RTMT)This tool provides real-time information about Cisco Unified

Communications Manager devices and performance counters as well as

enables you to collect traces.

Performance counters can be system specific or Cisco Unified

Communications Manager specific. Objects comprise the logical groupings

of like counters for a specific device or feature, such as Cisco Unified IP

Phones or Cisco Unified Communications Manager System Performance.

Counters measure various aspects of system performance. Counters

measure statistics such as the number of registered phones, calls that are

attempted and calls in progress.

Alarms Administrators use alarms to obtain run-time status and state of the Cisco

Unified Communications Manager system. Alarms contain information

about system problems such as explanation and recommended action.

Administrators search the alarm definitions database for alarm information.

The alarm definition contains a description of the alarm and recommended

actions.

Trace Administrators and Cisco engineers use trace files to obtain specific

information about Cisco Unified Communications Manager service

problems. Cisco Unified Serviceability sends configured trace information

to the trace log file. Two types of trace log files exist: SDI and SDL.

Every service includes a default trace log file. The system traces system

diagnostic interface (SDI) information from the services and logs run-time

events and traces to a log file.

The SDL trace log file contains call-processing information from services

such as Cisco CallManager and Cisco CTIManager. The system traces the

signal distribution layer (SDL) of the call and logs state transitions into a

log file.

Note In most cases, you will only gather SDL traces when Cisco

Technical Assistance Center (TAC) requests you to do so.

Quality Report Tool This term designates voice quality and general problem-reporting utility in

Cisco Unified Serviceability.

2-3Troubleshooting Guide for Cisco Unified Communications Manager OL-21859-01Chapter 2 Troubleshooting Tools

Netdump Utility

A level comprises a collection of commands; for example, show designates a level, whereas show status specifies a command. Each level and command also includes an associated privilege level. You can execute a command only if you have sufficient privilege level.

For complete information on the Cisco Unified Communications Manager CLI command set, see the Command Line Interface Reference Guide for Cisco Unified Solutions .

Netdump Utility

The netdump utility allows you to send data and memory crash dump logs from one server on the

network to another. Servers that are configured as netdump clients send the crash logs to the server that is configured as the netdump server. The log file gets sent to the crash directory of the netdump server.In a Cisco Unified Communications Manager cluster, you must configure at least two nodes as netdump servers, so the first node and subsequent nodes can send crash dump longs to each other.

For example, if your cluster contains three servers (one primary/first node and two subsequent nodes), you can configure the first node and subsequent node #1 as the netdump servers. Then, you can configure the first node as a netdump client of the subsequent node #1 and configure all of the subsequent nodes as netdump clients of the first node. If the first node crashes, it sends the netdump to subsequent node #1. If any subsequent node crashes, it sends the netdump to the first node.

You can use an external netdump server rather than configuring a Cisco Unified Communications

Manager server as a netdump server. For information on configuring an external netdump server, contact TAC.

Note Cisco recommends that you configure the netdump utility after you install Cisco Unified

Communications Manager to assist in troubleshooting. If you have not already done so, configure the netdump utility before you upgrade Cisco Unified Communications Manager from supported appliance releases.

To configure the netdump servers and clients, use the command line interface (CLI) that is available for the Cisco Unified Communications Operating System as described in the following sections:

?

Configuring a Netdump Server, page 2-3 ?

Configuring a Netdump Client, page 2-4 ?

Working with Files That Are Collected by the Netdump Server, page 2-4 ?Monitoring Netdump Status, page 2-4

Configuring a Netdump Server

To configure a node as a netdump server, use the following procedure:

Procedure

Step 1

On the node that you want to configure as the netdump server, start a CLI session as described in the Command Line Interface Reference Guide for Cisco Unified Solutions .Step 2

Execute the utils netdump server start command.Step 3To view the status of the netdump server, execute the utils netdump server status command.

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