Failsafe when trying to retrieve msg's via phone

[admin_2]

I have just upgraded a 2.4.6 server to 3.x. I have one user who has his mailbox stored elsewhere ( same site different server [e-mail server]) who cannot retrieve his messages via phone. He is prompted for his password, which is accepted, then hears the failsafe message before the number of messages are read. Users are able to leave messages and he is able to listen to them when he checks his e-mail using outlook. <br><br>Here are some of the messages in the event log:<br>Mailbox logon failed for user cn=TSHAN1,cn=Bannockburn,cn=Recipients,ou=BNN_EXCHANGE,o=Company. <br><br>Last Category An error occurred while trying to logon to MAPI mailbox 8004011d: /o=Company/ou=BNN_EXCHANGE/cn=Recipients/cn=Bannockburn/cn=TSHAN1. <br><br>IAvDohMailUser::get_PrimaryMailbox returned [0x8004011d] on line 199 of file e:\views\cs_ue3.1.0.68\un_Core2\ConversationEng\AvStateSvr\AvSGetMailboxStatus.cpp <br><br>Running conversation SubMenu on Port 2 <br>Subscriber Display Name : Generic User <br>Subscriber Alias : TSHAN1 <br><br>Running conversation SubMsgCount on Port 2 <br><br> <br><br><br>

[#2]

That error translates to "MAPI_E_FAIL: Failed to logon to Microsoft Exchange Server"

It probably means the installation account (the one associated with the AVxxx services that have accounts assigned to them, not the system) does not have rights to gain access to mailboxes on that server for whatever reason. Make sure it's included as a service account admin at the site and configuration container on that box (it should be already if they're in the same site).


Jeff Lindborg
Unity Technical Lead/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

[g-paulson]

Jeff,

Could you be a little more specific on the installation accounts and overall rights needed? I am inheriting a Unity system that TAC has made some extensive changes in. Like the original questioner, this error began after an upgrade.

Thanks,

gp

[lindborg]

I'd start with the installation guide:

http://www.cisco.com/univercd/cc/td/doc/product/voice/c_unity/unity31/inst/inst31/inst_020.htm

About half way down you'll see a series of section titled:

Creating the Cisco Unity Installation, Service, and Administration Accounts

Setting Active Directory Permissions for the Cisco Unity Installation, Service, and Administration Accounts

Setting User Rights for the Cisco Unity Installation and Service Accounts

Setting Exchange Permissions for the Installation and Service Accounts

This should tell you what you need to know. You can also check out the PermissionsWizard which is handy for helping set the above rights easily:

http://www.answermonkey.net/App_Maven.htm

The help file for that tool also has a run down on the rights it will be setting/checking for.