Unity voicemail to Gsuite email not working

[sindan]

Hello,

I am getting this error message in the unity log file, trying to troubleshoot an issue where the voicemail is not flowing to Gsuite email:

12:05:54.390 |2290792,,,CuGSuiteSyncSrv,23,GSuiteServiceOpTh-44,com.cisco.unity.gsuite.services.GSuiteActionItems.getLabels {955d6bf2-1af1-4411-8105-60f64b3349a4} - Google Api get all labels failed with message certificate_unknown(46)
12:05:54.390 |2290792,,,CuGSuiteSyncSrv,1,GSuiteServiceOpTh-44,com.cisco.unity.gsuite.serviceability.CuGsuiteSyncPerfCounters.incrementHttpsRqstError {955d6bf2-1af1-4411-8105-60f64b3349a4} - Incrementing Http Request Failed counter by 1
12:05:54.390 |2290792,,,CuGSuiteSyncSrv,1,GSuiteServiceOpTh-44,com.cisco.unity.gsuite.serviceability.CuGsuiteSyncPerfCounters.incrementHttpsRqstError {955d6bf2-1af1-4411-8105-60f64b3349a4} - Total Http Request Failed after update: 242
12:05:54.390 |2290792,,,CuGSuiteSyncSrv,23,GSuiteCxnRegistration.registerSubscriberWithGmail {955d6bf2-1af1-4411-8105-60f64b3349a4} - certificate_unknown(46)
12:05:54.390 |2290792,,,CuGSuiteSyncSrv,23,com.cisco.unity.gsuite.services.GSuiteActionItems.checkForRetry(GSuiteActionItems.java:2471)

Please advise if any ideas.

Thanks, 

[Brad Magnani]

If you haven't already, turn up all levels of CuGSuiteSyncSrv micro trace component.  Run a packet capture at CUC then perform a UM test, then pull the Connection Google Workspace Sync Service as well as Packet Capture Logs.  This is often an issue where a network device or firewall is getting in the way, or something to do with the proxy (if you have one configured).  You'll want to ensure that CUC is being sent to the proper endpoint and not some intermediate device intercepting communication, thus breaking the certificate handshake.  If there's a firewall, there's a possibility that both Unity and Google need to be whitelisted so that there's no manipulation of the certificate.   

[rsaeks]

Have you recently upgraded to Unity Connection 15SU2? If so, there is a bug for this:

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCwn42420

(I'm running into the same issue and waiting for a patch from support)

[sindan]

Yes, running the same version.  Thanks for your reply.

[asifahm]

Get them BEMS - there is a JAWS fix for GSUITE; takes about an hour to implement on both cluster nodes

[asifahm]

PLEASE NOTE - The ES/PATCH will probably be released in short order and BU Dev in Engaging GWS to see why the comm's/cypher suite is being interrupted (i.e. intermediary) hence the ask (if at all possible) to leverage a "Proxy" bridge to the Edge.

[TTFreer]

Can you provide more details on this? We just ran into this bug and are looking to resolve it as well. Thanks

[Brad Magnani]

@TTFreer if you're referring to https://bst.cloudapps.cisco.com/bugsearch/bug/CSCwn42420, as of 12/23, the devs are waiting on Google.  In the meantime, the workaround is to configure a Proxy Server on the UM service account page.  The direct connection method to Google is what is impacted when using 15SU2.

[TTFreer]

if I don't have one what would be the fastest way to stand a basic proxy server up?

[Brad Magnani]

That's outside the scope of CUC configuration, but it looks like Cisco security has a product "Umbrella" that you may be able to try out and see if it meets your needs:  https://umbrella.cisco.com/blog/what-is-a-proxy-server

Others following this thread who may have web proxies deployed in their environments may be able to offer what they use/do.  They don't necessarily have to be used for CUC only, it's just an intermediary for web traffic.  

[rsaeks]

There is now a COP patch: https://software.cisco.com/download/home/286331949/type/286319533/release/15SU2

[Brad Magnani]

Here's the link to the COP files: https://software.cisco.com/download/home/286331949/type/286319537/release/COP-Files

ciscocm.cuc.CSCwn42420_C0235-1.zip

Be sure to follow the ReadMe, do not install this COP using the GUI, it must be done via CLI.