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CUCM Assistant errors

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Introduction

 

This document describes Assistant error in Cisco Unified Communications Manager 8.x

 

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

 

http://<server-name>:8443/ma/Install/IPMAConsoleInstall.jsp displays the following error message:

 

HTTP Status 503—This application is not currently available

 

Resolution:-

 

The cause of this error can be Cisco IP Manager Assistant service has not been activated or is not running.

 

  • Make sure that the Cisco IP Manager Assistant service has been activated by checking the activation status of the service at Cisco Unified Serviceability > Tools > Service Activation.

 

  • If the Cisco IP Manager Assistant service has been activated, restart the Cisco Unified Communications Manager Assistant by choosing Cisco Unified Serviceability > Tools > Control Center—Feature Services.

 

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

 

http://<server-name>:8443/ma/Install/IPMAConsoleInstall.jsp displays the following error message:

 

No Page Found Error

 

Resolution :-

 

The cause of this error can be Network problem or misspelled URL.

 

  • Ensure that the client has connectivity to the server. Ping the server name that is specified in the URL and verify that it is reachable.

 

  • Because URLs are case sensitive, ensure that the URL matches exactly what is in the instructions.

 

Error:- Exception: java.lang.ClassNotFoundException: InstallerApplet.class

 

The assistant console fails to install from the web. The following message displays:

 

Exception: java.lang.ClassNotFoundException: InstallerApplet.class

 

Resolution:-

The cause of this error can be using the Sun Java plug-in virtual machine instead of the Microsoft JVM with the standard Cisco Unified Communications Manager Assistant Console install causes failures.

 

  • The administrator directs the user to the following URL, which is a JSP page that supports the Sun Java plug-in: https://<servername>:8443/ma/Install/IPMAConsoleInstallJar.jsp

 

Error:- User Authentication Fails

 

User authentication fails when you sign in on the login window from the assistant console.

 

Resolution:-

 

The following probable causes can apply:

 

Incorrect administration of the user in the database.

Incorrect administration of the user as an assistant or a manager.

 

  • Ensure that the user ID and the password are administered as a Cisco Unified Communications Manager user through Cisco Unified Communications Manager Administration.

 

  • You must administer the user as an assistant or a manager by associating the Cisco Unified Communications Manager Assistant user information, which you access through Cisco Unified Communications Manager Administration > User Management > End User.

 

Error:- Manager is Logged out while the service is still running

 

Although the manager is logged out of Cisco Unified Communications Manager Assistant, the service still runs. The display on the manager IP phone disappears. Calls do not get routed, although filtering is on. To verify that the manager is logged out, view the application log by using the Cisco Unified Real-Time Monitoring Tool. Look for a warning from the Cisco Java Applications that indicates that the Cisco IP Manager Assistant service logged out.

 

Resolution

 

The cause of this error can be the manager pressed the softkeys more than four times per second (maximum limit allowed).

 

The Cisco Unified Communications Manager administrator must update the manager configuration. Perform the following procedure to correct the problem.

 

Step 1 From Cisco Unified Communications Manager Administration, choose User Management > End User.

The Find and List Users window displays.

Step 2 Enter the manager name in the search field and click the Find button.

 

Step 3 Choose the manager from the results list that you want to update.

The End User Configuration window displays.

Step 4 From the Related Links drop-down list box, choose Cisco IPMA Manager and click Go.

 

Step 5 Make the necessary changes to the manager configuration and click Update.

 

Error:- Manager Cannot Intercept Calls That Are Ringing on the Assistant Proxy Line

 

The manager cannot intercept the calls that are ringing on the assistant proxy line.

 

Resolution:-

 

The cause of this error can be :-

 

  • The calling search space of the proxy line did not get configured properly.

 

  • Check the calling search space of the proxy line for the assistant phone.

 

 

 

Perform the following procedure to correct the problem.

 

Step 1 From Cisco Unified Communications Manager Administration, choose Device > Phone.

The Find and List Phones search window displays.

Step 2 Click the assistant phone.

The Phone Configuration window displays.

Step 3 Verify the calling search space configuration for the phone and for the directory number (line) and update as appropriate.

 

Error:- Not Able to Call the Manager Phone When Cisco IP Manager Assistant Service is Down

 

Calls do not get routed properly to managers when Cisco IP Manager Assistant service goes down.

 

Resolution:-

 

The cause of the issue can be the Cisco Unified Communications Manager Assistant CTI route point did not get enabled for Call Forward No Answer.

 

Perform the following procedure to properly configure the Cisco Unified Communications Manager Assistant route point.

 

Step 1 From Cisco Unified Communications Manager Administration, choose Device > CTI Route Point.

The Find and List CTI Route Point search window displays.

Step 2 Click the Find button.

A list of configured CTI Route Points display.

Step 3 Choose the Cisco Unified Communications Manager Assistant CTI route point that you want to update.

 

Step 4 In the CTI Route Point Configuration window, click the line to update from the Directory Numbers box.

The Directory Number Configuration window displays.

Step 5 In the Call Forward and Pickup Settings section, check the Forward No Answer Internal and/or the Forward No Answer External check box and enter the

               CTI route point DN in the Coverage/Destination field (for example, CFNA as 1xxx for the route point DN 1xxx).

 

Step 6 In the Calling Search Space drop-down list box, choose CSS-M-E (or appropriate calling search space).

Step 7 Click the Update button.

 

 

Error:- Automatic Installation of MS Virtual Machine Is No Longer Provided for Download

 

The Assistant Console fails to install from the web when you are trying to install on a computer that is running Microsoft Windows XP. A message displays that all the components for the program are not available. When the user chooses Download Now, the following message displays:

 

Automatic installation of MS Virtual Machine is no longer available for download

 

Microsoft does not support Microsoft JVM in IE version 6 of Windows XP.

 

Note

This error does not occur if you have the Microsoft JVM with XP Service Pack 1 installed on your system.

 

Resolution:-

 

Perform one of the following corrective actions:

 

Install the Netscape browser (version 7.x) and use Netscape to install the assistant console.

Install the Sun Java Virtual Machine plug-in for IE from the following URL:

http://java.sun.com/getjava/download.html

When the Sun Java plug-in completes installation, point the browser at the following URL:

https://<servername>:8443/ma/Install/IPMAInstallJar.jsp

Install the Microsoft Java Virtual Machine (JVM) with Windows XP Service Pack 1 before the assistant console installation.

 

 

Error:- Cisco IP Manager Assistant Service Unreachable

 

After launching the  assistant console, the following message displays:-

 

Cisco IPMA Service  Unreachable

 


1.) The possible cause of this could be Cisco IP Manager Assistant  service may have stopped.And to resolve this,

restart the Cisco Unified  Communications Manager Assistant by choosing Cisco  Unified Serviceability > Tools  > Control Center—Feature Services.

 

 

2.)Another cause could be the server address for the  Primary and Secondary Cisco Unified Communications  Manager Assistant servers may be configured as DNS names, but  the DNS names are not configured in the DNS server.To resolve this use the following procedure  to replace the DNS name.

 

 

Procedure
  1. Choose Cisco Unified Communications  Manager Administration > System  > Server.
  2. Replace the DNS name of  the server with the corresponding IP address.
  3. Restart the Cisco Unified Communications Manager Assistant by  choosing Cisco Unified  Serviceability > Tools  > Control Center—Feature Services.


3.) Another cause could be Cisco CTI Manager  service may have stopped. To resolve this restart the Cisco CTI  Manager and Cisco IP Manager Assistant services by choosing Cisco Unified  Serviceability > Tools  > Control Center—Feature Services.

 

 


4.)The Cisco  Unified Communications Manager Assistant service might have been  configured to open a CTI connection in secure mode, but the security  configuration may not be complete.

 

If this occurs, the  following message displays in the alarm viewer or in the Cisco Unified Communications Manager Assistant  service logs:

IPMA Service cannot  initialize - Could not get Provider.

 

5.)Check the security  configuration in the service parameters of Cisco IP Manager Assistant  service.Restart the Cisco Unified Communications Manager Assistant by  choosing Cisco Unified  Serviceability > Tools  > Control Center—Feature Services.

 

Error:- Manager Is Logged Out While the Service Is Still Running

 

Although the manager is logged out of Cisco Unified Communications Manager Assistant, the service still runs. The display on the manager IP phone disappears. Calls do not get routed, although filtering is on. To verify that the manager is logged out, view the application log using the Cisco Unified Real-Time monitoring Tool. Look for a warning from the Cisco Java Applications that indicates that the Cisco IP Manager Assistant service logged out.

 

Cause of this issue is  manager pressed the softkeys more than four times per second (maximum limit allowed).

 

The Cisco Unified Communications Manager administrator must update the manager configuration. Perform the following procedure to correct the problem.

 

Step 1 From Cisco Unified Communications Manager Administration, choose User Management > End User.

The Find and List Users window displays.

 

Step 2 Enter the manager name in the search field and click the Find button.

 

Step 3 Choose the manager from the results list that you want to update.

The End User Configuration window displays.

 

Step 4 From the Related Links drop-down list box, choose Cisco IPMA Manager and click Go.

 

Step 5 Make the necessary changes to the manager configuration and click Update.

 

 

Error: System Error - Contact System Administrator

 

After launching the Assistant Console, the following message displays:

 

System Error - Contact System Administrator

 

The probable cause could be you may have upgraded the Cisco Unified Communications Manager from 4.x release to a 5.x release. The system cannot automatically upgrade the assistant console from 4.x release to 5.x release.

 

Resolution :-

 

Uninstall the console by choosing Start > Programs > Cisco Unified Communications Manager Assistant > Uninstall Assistant Console and reinstall the console from URL https://<server-name>:8443/ma/Install/IPMAConsoleInstall.jsp.

 

Another probable Cause could be the user did not get configured correctly in the database.

 

Resolution :-

 

Ensure that the user ID and the password are administered as a Cisco Unified Communications Manager user through Cisco Unified Communications Manager Administration.

 

You must administer the user as an assistant or a manager by associating the Cisco Unified Communications Manager Assistant user information, which you access through Cisco Unified Communications Manager Administration > User Management > End User.

 

Resolution:-

 

When you deleted a manager from an assistant, Cisco Unified Communications Manager Administration left a blank line for the assistant.

 

Resolution:-

 

From the Assistant Configuration window, reassign the proxy lines.

 

Related Links

Troubleshooting Guide for CUCM 8.x

 

 

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