Cannot Access Backup Device in Unity Connection

[Joseph Spagnoli]

CISCO VoIP System Info:

Cisco Unity Connection version: 8.6.2ES25.21900-25

CM Admin System version: 8.6.2.21900-5 on C200M2 Servers

We recently changed our backup process from a local SFTP server, to on going over our WAN.  Works fine in CM, however, it does not work in Unity Connection.

I was unable to get a good backup, and read on the Cisco Support Forum that I need to restart the MASTER and LOCAL DRF Service.  I did this and they started properly.

However, I am now unable to access the Backup Device to change the IP Address.  When I login and clikc Backup Device, it hangs and does not go to the Backup Device screen so I can change it.

I'm 99% sure I am missing something simple.  Any help would be greatly appreciated.  Thank you.

[Aman Soi]

Hi,

Check whether the new sftp server across WAN is reachable from Unity connection or not.

regds,

aman

[Joseph Spagnoli]

It is reachable via Communication Manager and I am using the same computer.  I see no reason why it would not be reachable, but I cannot add it in as the backup device, as I cannot get to the Backup Device screen, due to my issue in the first post.  All I need to do is edit my backup device so that it points to the WAN SFTP server, but I cannot.

I am able to ping the SFTP server from that computer and get a full backup of CM using that server.  Thanks for the reply, and any help would be greatly appreciated.

[George Thomas]

I think the backup might be running when you try to access the Backup device or something is hung in the DRF. I would restart Unity Connection and try to reconfigure Unity Connection right after the reboot.

[Aman Soi]

Hi,

you can also check the port used for DRF/sftp

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/security/guide/8xcucsecx/8xcucsec010.pdf

regds,

aman

[Aman Soi]

hi,

you can run utils service list to check .

regds,

aman

[Joseph Spagnoli]

Very silly question, but how do I run the utils - from a cmd line?  If so, am I using telnet or some other command.  Sorry for the ignorance but if you don't do it.....  We have no documentation on how to do this and had never had to.  I have the IP addresses and credentials.  I will document this for the future.  Learning as we go.  Please let me know and thanks so much.

[Joseph Spagnoli]

Sorry - jumped the gun - I remember we used Putty SSH client to console into the server.  Is there any specific command I need to run to check the backup status or a command I can use to shutdown the backup that could be running?  Thanks again, and sorry for the ignorance.

[Joseph Spagnoli]

I did a utils service list and see a list of all the services running - I see both DRF agents running, however, I do not see anything related to "backup" - can you please assist with what service I am actually looking for - and if I see it, can I simply stop it by running a certain command?  Thanks again

[George Thomas]

Hello,

Yes, thats what you need to look for. DRF Master agent and local agent. You can issue the command utils service restart <servicename>. Use the exact service name from when you issues utils service list.

[Joseph Spagnoli]

Thank you George.  I did a restart of both the Master and Local DRF Agents first thing this morning.  They both restarted properly and are currently running.  I still cannot access the Backup Device, Backup Status or Manual Backup page to change my SFTP server address.  Any other suggestions.  I am trying to not have to restart the entire server.  Thank you.

[David Hailey]

The utils service CLI commands are only going to allow you to do what you've already done, which is stop/start the DRF services. Here's a couple thoughts:

1.  You can use the "utils disaster_recovery ..." commands to get more access into the actual DRS controls.  You might first try canceling a backup to see if that's the problem.  You may also be able to add a new target via CLI.  I haven't had to do this personally and versions may have more/less access so mileage may vary.  Take a look at that here:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/cli_ref/9_0_1/CUCM_BK_C3A58B83_00_cucm-cli-reference-guide-90/CUCM_BK_C3A58B83_00_cucm-cli-reference-guide-90_chapter_01001.html#d3908e2746a1635

2.  If you have a CUC cluster (2 servers), then you might try accessing the DRS on the secondary server.  With CUC, you can actually run separate, complete backups from both nodes (which I recommend).  So, if you are on the Pub and having issues - try from the Subscriber.  At minimum, you can get a DB backup while you figure out what's up with the Pub.

3. This may be of little value but you might also restart the Tomcat service.  This is just the web server service so you won't be able to access administratively for a few minutes but it's relatively low in service impact and doesn't require a reboot.  You can do that via CLI using the "utils service" commands.  Believe it or not, I have had an issue with DRS before where I needed to restart Tomcat.  It was a certificate issue so likely completely unrelated to what you have but an FYI for you nonetheless.

Hope this helps.

Hailey

[Joseph Spagnoli]

Thank you.  Phone Admin only 1/5 of my duties, so I will try that tomorrow - I reply when I do or let you know if I found anything else.  Thanks again.

[David Hailey]

No worries ... that's what the forums are for - sometimes you need a little help.

[Joseph Spagnoli]

Thanks again for all of your assistance.

Just wanted to provide an update.  Nothing worked short of the reboot.  I rebooted both our Primary and Secondary Untiy Servers and I was able to get a backup.  Another mystery solved by a restart.  Thanks again.