Core Issue
These are the reasons this error occurs:
- The Cisco Unity server is down or a network connection has failed.
- The AvXML directory security is not set correctly in Internet Information Server (IIS). Anonymous access might be disabled or secure connections might be enabled.
This issue can also occur if the account IIS uses to access Cisco Unity with anonymous requests is a local user account and does not exist in Active Directory (AD). The problem could be that someone changed the account used for AvXML on ISS service manager from IUSER_[SERVERNAME] to some other account. IUSER_[SERVERNAME] is an Internet guest account that is created automatically when the Cisco Unity Server is installed. IIS uses this account to access Cisco Unity when anonymous requests are made, such as for AvXML and other virtual directories.
Resolution
To resolve this issue, perform the appropriate set of steps:
- If the Cisco Unity server is down or a network connection has failed, perform these steps:
- 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, switch to an available failover Cisco Unity server. This allows you to see whether the same error message occurs on the failover server.
Alternatively, you can change the unityurl configuration setting to point to a Cisco Unity server that is running, and then restart the Tomcat service.
- If the AvXML directory security is not set correctly in IIS, anonymous access is disabled or secure connections are enabled, perform these steps:
- To correct directory security settings, refer to the Verifying That IIS and the Cisco Personal Communications Assistant (PCA) Components Are Configured Correctly section of Cisco PCA.
- Enable anonymous access.
- Disable secure connections.
If these steps do not resolve the issue, perform these steps as an alternative:
- Use an account in AD that has Log On To set to All computers and User cannot change password and Password never expires selected in the Account options section.
- Set IIS to use this account under Internet Services Manager > Default Web Site > AvXML > Properties > Directory Security > Anonymous access and authentication control > Edit > Anonymous access > Edit.
- Go to the ISS Service Manager and change the AvXML account to the IUSR_[SERVERNAME] default account.
- Restart IIS after all these changes.
Note: If you are using SSL, make sure that Require Secure Channel (SSL) value is unchecked. Go to Programs > Administrative Tools > Internet Services Manager > Default Web Site. Right-click AvXML. Uncheck the Require Secure Channel (SSL) check box in the Secure Communications dialog box.
