Showing results for 
Search instead for 
Did you mean: 

Cisco Unity Connection subscribers cannot access their VM

UC Support


In a Unity Connection cluster environment, I have some sporadic reports from  end users, that they cannot access their VM, it says "Invalid password", it doesn't happen to all the users in the same timeframe. In the syslogs I can see

%UC_IMS-6-credReadSuccess: %[UserID=ESPIC][AppID=Cisco IMS][ClusterID=][NodeID=UCXN1]: This credential was successfully accessed from the databse.

%UC_IMS-4-authFail: %[UserID=ESPIC][AppID=Cisco IMS][ClusterID=][NodeID=UCXN1]: An attempt to authenticate this user with the given credentials failed.

%UC_UCEVNT-6-EvtSubAccInvalidPswd: %[AppID=CuCsMgr][ClusterID=][NodeID=UCXN1]: An invalid password entered when trying to log into a user mailbox. Details - ESPIC [2301].

Then after a few secs they try again and this time User successfully authenticated.

At this point I think is more a user problem rather than the system, but I will like to prove it since the end users keep saying they type the correct password. Right now  I can only see the authentication failed message, but I will like to see more in deeply, like for example the actual password entered and how it match the DB credentials.

So for example I can tell the user, I see in the logs, you typed 1234 and the actual password is 12345

Please let me know if this is possible and which debugs I have to turn on.

Unity Connection

Version 8.5.1ES65.13900-65

Thanks in advance.


3 Replies 3

Saima Harris

Hi Carl,

Were you able to figure out if there was a way to find out .

I'm having same issue with one of my user. She complains her Web account gets locked every day and she has to unlock it and it says number of attempts exceeded but she is saying she never tried it .



please can you find the below

1-Go to the Users > Edit Password Settings page for the individual user. Select Web Application from the Choose Password menu. Under Web Applications Password Settings, choose Unlock Password.

Also, verify these settings under the Edit Authentication Rule on Cisco Unity Connection Administration:

1-The number of failed logon attempts that are allowed before an account is locked

2-The number of minutes an account remains locked before it is reset

3--Whether a locked account must be unlocked manually by an administrator. Go to User > Password Settings > Unlock Password to unlock the account.

Thank you

please rate all useful information

Thanks for the quick response.

She is able to unlock her account no issues but the problem is that it's happening everyday and somehow or someone is trying her user id 3 times and the account gets locked.

My question is there a way to find out which password has been entered or it's happening automatically through the system becasue it doesn't make sense to me someone would try to login to web app everyday to lock the account .

RTMT would only give me the above logs but that doesn't help much, is there a way to find out if it was being attempted by a certain machine /IP address.

Thank you

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community:

Recognize Your Peers