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The AvNotifierMgr service does not start in Cisco Unity, which causes the Cisco Unity MWI to fail

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Core Issue

The AvNotifierMgr service does not start in Cisco Unity, which causes the Cisco Unity MWI to fail, and the "An attempt to access the Primary Exchange Mailbox Store by AvNotifierMgr via MAPI has failed" event log error message appears along with the the "The attempt to logon to the Microsoft Exchange Server has failed" MAPI subsystem error message

This issue occurs on Cisco Unity version 4.x. It is typically observed when Cisco Unity Install and Exchange Administrator Exchange Accounts are moved to a different or new Microsoft Exchange server.

In the case of a Message Waiting Indicator (MWI) failure, this event log error appears:

Event ID: 30003 Source: CiscoUnity_MALEx
An attempt to access the Primary Exchange Mailbox Store by AvNotifierMgr via MAPI has failed. The MAPI subsystem returned the following error: The attempt to logon to the Microsoft Exchange Server has failed.

When the AvDSAD, AvDSGlobalCatalog, or AvCsGateway services do not start, these event log errors are received:

Event ID: 32013 Source: CiscoUnity_Doh Doh
logon failed due to messaging component logon error: 8004052eH.

Event ID: 10005 DCOM got error "The service did not start due to a logon failure. "
attempting to start the service AvCsGateway with arguments "-Service" in order to run the server: {60EB7702-6A7A-11D1-8029-00C04FAD610B}

Event ID: 7013 Logon attempt with current password failed with the following error: Logon failure: the user has not been granted the requested logon type at this computer.

Event ID: 7000 The AvCsGateway service failed to start due to the following error: The service did not start due to a logon failure.

Resolution

These event log errors are typically an indication of configuration issues with Cisco Unity, Microsoft Exchange or the Microsoft Messaging Application Programmer s Interface (MAPI) subsystem.

In order to find the root of the problem, complete these steps:

  1. Verify that the Cisco Unity services accounts are granted the correct permissions and that passwords are not changed for the services.

  2. Manually start the AvCsMgr service from the Services control panel, or stop and restart the AvCsGateway service from the Services control panel.

  3. If the last step is unsuccessful, rerun the Permissions Wizard and the Cisco Unity Message Store configuration wizard.

    Note: The message store impacts production, so run this wizard during non-business hours.

Refer to the Changing the Partner Exchange 2003 or Exchange 2000 Server for Cisco Unity 4.x section of Changing the Partner Exchange Server in order to ensure Cisco Unity points to the correct partner Exchange server if the partner Exchange server is changed.

If logon failure event messages appear and the AvDSAD, AvDSGlobalCatalog, or AvCsGateway services do not start, make sure the directory and message store service accounts are added to one of these groups:

  • The Administrators group, when the Cisco Unity server is a domain controller

  • The Local Administrators group, when the Cisco Unity server is not a domain controller

Note: Corporate domain policy must not override local policy on the Cisco Unity server.

If this issue is experienced after the Exchange migration is moved, look into the Unity_servename accounts mail box, because this can still have the old partner server. If it has the old partner server name, replace it with the new server name.