Unable to access Cisco Finesse

[Sgj]

Hi,

I have a problem with Finesse.

When trying to login with FIPPA on CIPC, it looks like this :

So I try to check and access Finesse (desktop), and looks like this :

Then I also saw that there was a CCX Engine service with Partial status :

 

I've restarted the Tomcat service (in CUCM Pub, CUCM Sub, UCCX Pub, & UCCX Sub), restarted the Finesse Tomcat service (in UCCX Pub & Sub), and restarted CCX Engine (in UCCX Pub & Sub) from CLI.

But the problem still appears and has not returned to normal.

Does anyone know how to fix it?

Thanks in advanced

 

[TomMar1]

First thing is to get all the services back up and running.

Is this happening from just 1 FIPPA devices or all?

Looks like you are running 12.5 for Finesse anyway, did you generate and apply the necessary FIPPA certificates between UCM and UCCX?  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5/maintain_and_operate/guide/uccx_b_uccx-125admin-and-operations-guide/uccx_b_uccx-125admin-and-operations-guide_chapter_010101.html#task_8A5C9D193B9F5B72C...

I would start there

[Sgj]

Hi @TomMar1,

Previously normal and no problems.
Then yesterday, when I tried to access it, suddenly a warning "Cisco Finesse out of service" appeared.

I already restart CUCM & UCCX, but still the same and not working.

Then why suddenly appear like this? Maybe you know

Thanks in advanced

[TomMar1]

This is happening to just 1 or all FIPPA devices?

Have you tried to unsubscribe and resubscribe services for that device(s)?

Do you have the same issue with an IP phone?

Any recent changes in your environment?

Did you follow the document I linked and ensure the proper certificates have been generated and shared between UCM and UCCX?

Could be 100 different reasons why it failed, I am not going to try to guess, just going over some of the basics to help you resolve your issue.

[Sgj]

This is happening to just 1 or all FIPPA devices?

All

Have you tried to unsubscribe and resubscribe services for that device(s)?

Yes

Do you have the same issue with an IP phone?

Yes

Any recent changes in your environment?

No

Did you follow the document I linked and ensure the proper certificates have been generated and shared between UCM and UCCX?

Yes

FYI :

It's working normally and it's been running for more than 1 year until yesterday this problem came.