ICM script editor could not open

[Vinod Patil]

Hello,

I am try to open the ICM script editor and it gives me error : "cannot connect to distributor. Script editor will now exit."

Distributor service seems to be good 

can some explain me the detailed troubleshoot ?

Best regards,

Vinod

[bill.king1]

Has it ever worked on this AW? It is only with the one user? Presumably it has worked before and this impacts all users, but this would eliminate some potential causes. Also, do other AWs also work?

You may want to do a dumplog on the AW processes to verify everything looks good, not just that the service itself is running.

[Vinod Patil]

Hi Bill,

It is a lab environment and there is only one AW, it was working earlier but now suddenly stopped. I am not sure how to collect the dumplogs, can not find the correct document to collect the ICM dumplogs. Could you please share any link ? and what specific logs I have to look at for this king of issue?

Best regards,

Vinod

[bill.king1]

Here's the link re: dumplog from the Cisco site.

https://www.cisco.com/c/en/us/support/docs/voice-unified-communications/unified-intelligent-contact-management-enterprise/20406-1.html

If it is a lab, to start I'd just cycle the services on the AW/HDS and then try it.

[Vinod Patil]

Thanks, I'll go through the guide and get back to you soon.

I have already restarted the AW/HDs, router and logger servers, also specific services.

[bill.king1]

Have you restarted services on the AW/HDS after the Logger/Router was done, though?

And did the dumplog/logs of the AW processes show anything?

[Vinod Patil]

Hi Bill,

The CLGR logs give the error as "Unable to connect to SQL Server: try again".  Any idea what might gone wrong with SQL? please check the attached log files.

Best regards,

Vinod

[bill.king1]

Can you connect to SQL yourself and run any type of query (i.e. remove UCCE from the picture completely)? This would at least rule out if SQL/the databases are having an issues vs. more of the UCCE/SQL integratrion having a problem.

[Vinod Patil]

I ran SQL query on Rogger, it works fine.

When I try to open Domain Manager there is error, is this something causing the issue?

[Chris Thomas]

So SQL is up, which is good. What is going on with your AD environment that Domain Manager isn't able to connect? Is the Cisco_ICM_Root OU still good? The server(s) that which the Rogger and AW are running on are joined to the domain? Is the Domain Controller(s) even online?

[Vinod Patil · Accepted solution]

Hey Chris and Bill,

Thanks a lot, we had issue with DNS and AD, restoring to a previous snapshot and then resting the computer account on all of the members to allow them to participate in the AD fixed the issue.

Best regards,

Vinod

[Vinod Patil]

I have cycled the service on AW but on luck. I have observed one thing on RouterLogger that the logger service stops all the time even after manual start, I mean logger service is always in stopped state whether I restart the server or service. do you know what is possible cause ?

 

[Vinod Patil]

Logger service is in a restart loop i.e., service goes stopped >> start pending >> Running then again goes in stopped state, it looks like there is some problem with MSSQL DB