Cisco Web Service not running[CDR]

[eran moyal]

Hello ,

I have problem with CDR I can't access web.

I try to perform reset to Cisco Web Service in CUCM but service still stuck not running .

my version of CUCM 11.5.1.12900-21.

any idea?

[Jaime Andres Roldan Schmidt]

Hello Eran,

Could you provide a "utils service list" on the publisher CLI?

Regards, Jaime.

[eran moyal]

Requesting service status, please wait...
System SSH [STARTED]
Cluster Manager [STARTED]
Name Service Cache [STARTED]
Entropy Monitoring Daemon [STARTED]
Cisco SCSI Watchdog [STARTED]
Service Manager [STARTED]
HTTPS Configuration Download [STARTED]
Service Manager is running
Getting list of all services
>> Return code = 0
A Cisco DB[STARTED]
A Cisco DB Replicator[STARTED]
Cisco AMC Service[STARTED]
Cisco AXL Web Service[STARTED]
Cisco Audit Event Service[STARTED]
Cisco Bulk Provisioning Service[STARTED]
Cisco CAR DB[STARTED]
Cisco CAR Scheduler[STARTED]
Cisco CAR Web Service[STOPPED]  Component is not running
Cisco CDP[STARTED]
Cisco CDP Agent[STARTED]
Cisco CDR Agent[STARTED]
Cisco CDR Repository Manager[STARTED]
Cisco CTIManager[STARTED]
Cisco CTL Provider[STARTED]
Cisco CallManager[STARTED]
Cisco CallManager Admin[STARTED]
Cisco CallManager SNMP Service[STARTED]
Cisco CallManager Serviceability[STARTED]
Cisco CallManager Serviceability RTMT[STARTED]
Cisco Certificate Authority Proxy Function[STARTED]
Cisco Certificate Change Notification[STARTED]
Cisco Certificate Expiry Monitor[STARTED]
Cisco Change Credential Application[STARTED]
Cisco DHCP Monitor Service[STARTED]
Cisco DRF Local[STARTED]
Cisco DRF Master[STARTED]
Cisco Database Layer Monitor[STARTED]
Cisco Dialed Number Analyzer[STARTED]
Cisco Dialed Number Analyzer Server[STARTED]
Cisco DirSync[STARTED]
Cisco Directory Number Alias Lookup[STARTED]
Cisco Directory Number Alias Sync[STARTED]
Cisco E911[STARTED]
Cisco ELM Client Service[STARTED]
Cisco Extended Functions[STARTED]
Cisco Extension Mobility[STARTED]
Cisco Extension Mobility Application[STARTED]
Cisco IP Manager Assistant[STOPPED]  Component is not running
Cisco IP Voice Media Streaming App[STARTED]
Cisco Intercluster Lookup Service[STARTED]
Cisco License Manager[STARTED]
Cisco Location Bandwidth Manager[STARTED]
Cisco Log Partition Monitoring Tool[STARTED]
Cisco Prime LM Admin[STARTED]
Cisco Prime LM DB[STARTED]
Cisco Prime LM Server[STARTED]
Cisco RIS Data Collector[STARTED]
Cisco RTMT Reporter Servlet[STARTED]
Cisco SOAP - CDRonDemand Service[STARTED]
Cisco SOAP - CallRecord Service[STARTED]
Cisco Serviceability Reporter[STARTED]
Cisco Syslog Agent[STARTED]
Cisco TAPS Service[STARTED]
Cisco Tftp[STARTED]
Cisco Tomcat[STARTED]
Cisco Tomcat Stats Servlet[STARTED]
Cisco Trace Collection Service[STARTED]
Cisco Trace Collection Servlet[STARTED]
Cisco Trust Verification Service[STARTED]
Cisco UXL Web Service[STARTED]
Cisco Unified Mobile Voice Access Service[STARTED]
Cisco User Data Services[STARTED]
Cisco WebDialer Web Service[STARTED]
Host Resources Agent[STARTED]
MIB2 Agent[STARTED]
Platform Administrative Web Service[STARTED]
SNMP Master Agent[STARTED]
SOAP - Diagnostic Portal Database Service[STARTED]
SOAP -Log Collection APIs[STARTED]
SOAP -Performance Monitoring APIs[STARTED]
SOAP -Real-Time Service APIs[STARTED]
Self Provisioning IVR[STARTED]
System Application Agent[STARTED]
Cisco Prime LM Resource API[STOPPED]  Service Not Activated
Cisco Prime LM Resource Legacy API[STOPPED]  Service Not Activated
Cisco Wireless Controller Synchronization Service[STOPPED]  Service Not Activate
Primary Node =true

[Jaime Andres Roldan Schmidt]

Please run "utils service start Cisco CAR Web Service" wait 5 minutes and provide me the output.

Regards, Jaime.

[eran moyal]

Hello,

I have problem with command :

admin:utils service start Cisco CAR Web Service

Executed command unsuccessfully
Invalid service name for start/stop, valid names are:
   System SSH
   Cluster Manager
   Name Service Cache
   Entropy Monitoring Daemon
   Cisco SCSI Watchdog
   Service Manager
   HTTPS Configuration Download
   Service Manager
   A Cisco DB
   Cisco CallManager Serviceability
   Cisco CallManager Serviceability RTMT
   Cisco CAR DB
   Cisco Database Layer Monitor
   Cisco Directory Number Alias Lookup
   Cisco Directory Number Alias Sync
   Cisco DRF Local
   Cisco DRF Master
   Cisco Prime LM DB
   Cisco Prime LM Resource API
   Cisco Prime LM Resource Legacy API
   Cisco Prime LM Server
   Cisco Tomcat
   Platform Administrative Web Service
   SNMP Master Agent

[Jaime Andres Roldan Schmidt]

Hello Eran,

Hmm i thought it could be started from the CLI.

Oh Well, please go to the CUCM Web GUI > Serviceability > Tools > Service Activation > Look for Cisco CAR Web Service and start the service.

Regards, Jaime.

[eran moyal]

Hi,

the service is activate but status  not running after I press start .

[Jaime Andres Roldan Schmidt]

Please go to RTMT > Trace and Log Central > Collect Files > Select Cisco CAR Web Service for the publisher > click next > on second page select Service Manager for the publisher > next next until the last page is reached > select relative range and the last hour > download the traces zip them and attach them here so i can take a look.
Regards, Jaime.

[eran moyal]

Hi,

sorry for delay .

this is log :

07:47:06.563 |servMgdProc::gracefulRestart - Cisco CAR Web Service : Start phase in Restart returned 0
07:47:06.563 |servMMgdWebApp::checkState(): CurState (notRunning), DesiredState (running) - Service : Cisco CAR Web Service
07:47:06.563 |servMDataMgr::isActive(): node 9 DEP_ACTIVE Cisco CAR Web Service
07:47:06.563 |servMMgdWebApp::createProc(): Service - Cisco CAR Web Service
07:47:06.565 |servMMgdWebApp::checkState():  Start ret: 0
07:47:06.565 |servMProcThreadMain :receiveMessage:length:28
07:47:06.565 |servMProcThreadMain : Processing START request
07:47:06.567 |executeTomcatCommand() : for Service - Cisco CAR Web Service, http_source - /manager/text/start?path=/car, port : 0
07:47:06.567 |servMHttpApi::sendReq():port:8080 - m_listPort:0
07:47:06.572 |servMHttpApi::sendReq(): ret buffer of len=174=a3
FAIL - Application at context path /car could not be started
FAIL - Encountered exception org.apache.catalina.LifecycleException: Failed to start component [/car]
07:47:06.665 |servMProcThreadMain :Inside-While-loop
07:47:07.565 |servMMgdWebApp::handleAsyncResponse(): Cisco CAR Web Service failed to start with ret=1071
07:47:07.565 |servMProc::setCurState() CurState (notRunning) for service - Cisco CAR Web Service
07:47:07.567 |servMMgdWebApp::handleAsyncResponse(): START failed with ret=1071
07:47:07.567 |servMMgdWebApp::checkState(): CurState (notRunning), DesiredState (running) - Service : Cisco CAR Web Service
07:47:07.567 |servMMgdWebApp::checkState():  Scheduling restarts ret

[Jaime Andres Roldan Schmidt]

Hi Eran,

The fix for this issue based on the information that you have just provided will most likely require a root account procedure.

Please open a case with Cisco TAC and provide the following error message in the case:

07:47:07.565 |servMMgdWebApp::handleAsyncResponse(): Cisco CAR Web Service failed to start with ret=1071

I don't think there is any further troubleshooting i could provide.

If you don't have access to open cases with Cisco TAC, your best bet would be to rebuild the publisher.

Regards, Jaime.