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CCA Prerequisites for UC500 connection - check list

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We have seen a good number of issues on the community, where CCA operations encounter troubles and in many cases these issues can be resolved by confirming the following prerequisites BEFORE you connect CCA to your UC500.

     PC Recommended Minimum requirements

     Check CUE Operational Status and Prompt
     Check CUE Interfaces status on IOS
     Disable Dual NIC on your PC
     Ensure PC Default Gateway set to UC500
     Check Local Routing from your PC to UC500
     Check Routing from CUE to your PC
     Turn off FTP/TFTP Services running on your PC
     Turn Off PC Firewall (determined by trying to ping the PC from CUE shell)

PC Recommended Minimum Requirements

The Product Manager for CCA has provided us with the following, which is a little different from the CCA datasheet (it will be updated).

1) Operating system:  Windows XP Professional (Service Pack 1 or later), Windows Vista Ultimate (32 bit or 64 bit), or Windows 7(32 bit or 64 bit)

2) Disk space: 400 MB or more recommended

3) Hardware: PC with Fast Ethernet or higher LAN port

4) Memory: 1 GB minimum; 2 GB or more recommended

5) Processor: 2 GHz or higher

6) Screen resolution: 1280 x 1024 recommended

Windows 7 Issues

If using a Windows 7 pc or laptop with CCA on it make sure you are aware of 2 things.

1) Turn off User Access Control, where basically the standard question is “Are you sure?”; this will pause the process when performing a reload of the UC via CCA.

2) Enable Telnet; this is off by default.

As a side note, make sure that Norton Firewall doesn’t enable itself when you disable the Windows Firewall and that it does not disable FTP.

Check CUE Operational Status and Prompt Check

UC540#service-module integrated-Service-Engine 0/0 status

Service Module is Cisco Integrated-Service-Engine0/0

Service Module supports session via TTY line 2

Service Module is in Steady state

Service Module heartbeat-reset is enabled

Getting status from the Service Module, please wait..


Cisco Unity Express x.x.x <-- factory load will likely be 7.0.3

CUE running on UC500

UC_500#service-module integrated-Service-Engine 0/0 session
Trying 10.1.10.2, 2002 ... Open

User Access Verification

Username: cisco
Password:*****

(use UC500 credentials (default is cisco/cisco) and hit enter a few  times (its a console session being established)

Confirm you see: 

se-10-1-10-1#  <-- this is correct

If the prompt shows something else, your CUE may not be in a factory reset mode and CCA factory reset may not work.  You can manually factory reset the CUE manually to get the prompt back to what is shown above as follows.

        From the prompt (If its NOT as shown above), do the following

se-10-1-10-1# offline                                                          
!!!WARNING!!!: If you are going offline to do a backup, it is recommended      
that you save the current running configuration using the 'write' command,     
prior to going to the offline state.                                         

Putting the system offline will disable management interfaces.               

Are you sure you want to go offline?[confirm]                                

se-10-1-10-1(offline)# restore factory

When it is done, you may have to do:

se-10-1-10-1(offline)# continue

When complete (about 15 minutes) confirm the prompt.  If it is still not correct, open a case with SBSC (1-866-606-1866)

Check CUE Interfaces status on IOS
UC540#sh ip int brief
Interface                  IP-Address      OK? Method Status                Protocol
FastEthernet0/0            unassigned      YES DHCP   up                    down   
In0/0                      10.1.10.2       YES TFTP   up                    up 
...
Loopback0                  10.1.10.2       YES NVRAM  up                    up

UC540#sh interfaces int0/0
Integrated-Service-Engine0/0 is up, line protocol is up
  Hardware is PQII_PRO_UEC, address is 001c.58df.5ce1 (bia 001c.58df.5ce1)
  Description: cue is initialized with default IMAP group
  Interface is unnumbered. Using address of Loopback0 (10.1.10.2)
  MTU 1500 bytes, BW 100000 Kbit/sec, DLY 100 usec,
     reliability 255/255, txload 1/255, rxload 1/255
  Encapsulation ARPA, loopback not set
  ARP type: ARPA, ARP Timeout 04:00:00
  Last input 00:00:21, output 00:00:21, output hang never
  Last clearing of "show interface" counters never
  Input queue: 0/75/0/0 (size/max/drops/flushes); Total output drops: 0
  Queueing strategy: fifo
  Output queue: 0/40 (size/max)
  5 minute input rate 0 bits/sec, 0 packets/sec
  5 minute output rate 0 bits/sec, 0 packets/sec
     74689 packets input, 4592979 bytes, 0 no buffer
     Received 1453 broadcasts, 0 runts, 0 giants, 0 throttles
     0 input errors, 0 CRC, 0 frame, 0 overrun, 0 ignored
     0 input packets with dribble condition detected
     34970 packets output, 9606377 bytes, 0 underruns
     0 output errors, 0 collisions, 2 interface resets
     0 unknown protocol drops
     0 babbles, 0 late collision, 0 deferred
     0 lost carrier, 0 no carrier
     0 output buffer failures, 0 output buffers swapped out

se-10-1-10-1#sh ip route
Main Routing Table:
           DEST            GATE            MASK IFACE
      10.1.10.0         0.0.0.0 255.255.255.252 eth0 
        0.0.0.0       10.1.10.2         0.0.0.0 eth0


disable Dual NIC (usually Wireless) on your PC
Insure DGW set correct:

C:\Documents and Settings\sdistef\Desktop>ipconfig /all

Windows IP Configuration

        Host Name . . . . . . . . . . . . : **********
        Primary Dns Suffix  . . . . . . . : *********
        Node Type . . . . . . . . . . . . : Hybrid
        IP Routing Enabled. . . . . . . . : No
        WINS Proxy Enabled. . . . . . . . : No
        DNS Suffix Search List. . . . . . : *********

Ethernet adapter Wireless Network Connection 1:

        Media State . . . . . . . . . . . : Media disconnected
        Description . . . . . . . . . . . : Intel(R) Wireless WiFi Link 4965AGN
        Physical Address. . . . . . . . . : 00-21-5C-01-E2-21

Ethernet adapter Local Area Connection 1:

        Connection-specific DNS Suffix  . : cisco.com
        Description . . . . . . . . . . . : Intel(R) 82566MM Gigabit Network Con
nection
        Physical Address. . . . . . . . . : 00-21-86-56-CE-E2
        Dhcp Enabled. . . . . . . . . . . : Yes
        Autoconfiguration Enabled . . . . : Yes
        IP Address. . . . . . . . . . . . : 192.168.10.15
        Subnet Mask . . . . . . . . . . . : 255.255.255.0
        Default Gateway . . . . . . . . . : 192.168.10.1
        DHCP Server . . . . . . . . . . . : 192.168.10.1
        DNS Servers . . . . . . . . . . . : 64.102.255.44
                                            151.197.0.38
        Lease Obtained. . . . . . . . . . : Thursday, August 27, 2009 8:35:32 PM

        Lease Expires . . . . . . . . . . : Friday, August 28, 2009 8:35:32 PM

C:\>netstat -rn

Route Table
===========================================================================
Interface List
0x1 ........................... MS TCP Loopback interface
0x2 ...00 21 5c 01 e2 21 ...... Intel(R) Wireless WiFi Link 4965AGN - Packet Sch
eduler Miniport
0x3 ...00 21 86 56 ce e2 ...... Intel(R) 82566MM Gigabit Network Connection - Pa
cket Scheduler Miniport
===========================================================================
===========================================================================
Active Routes:
Network Destination        Netmask          Gateway       Interface  Metric
          0.0.0.0          0.0.0.0     192.168.10.1   192.168.10.15       100
         10.1.1.1  255.255.255.255     192.168.10.1   192.168.10.15       1
        10.1.10.1  255.255.255.255     192.168.10.1   192.168.10.15       1
        127.0.0.0        255.0.0.0        127.0.0.1       127.0.0.1       1
     192.168.20.0    255.255.255.0    192.168.10.15   192.168.10.15       20
    192.168.20.15  255.255.255.255        127.0.0.1       127.0.0.1       20
   192.168.20.255  255.255.255.255    192.168.10.15   192.168.10.15       20
        224.0.0.0        240.0.0.0    192.168.10.15   192.168.10.15       20
  255.255.255.255  255.255.255.255    192.168.10.15               2       1
  255.255.255.255  255.255.255.255    192.168.10.15   192.168.10.15       1
Default Gateway:      192.168.10.1
===========================================================================
Persistent Routes:
  None

Check Routing PC --> CUE and CUE --> PC

From UC500 (BOTH IOS/CME shell): 
Ping CUE (10.1.10.1 and 10.1.10.2)
Ping DGW (192.168.10.1)
Ping PC IP (192.168.10.xx)

From CUE shell (se-10-1-10-1#):
ping DGW (192.168.10.1)

ping PC (your PC IP Address)

From your PC:
ping 10.1.10.1
run "route print" command

Check for any FTP/TFTP services running

netstat -a  (you should not see port 21 , 69, or FTP, TFTP in this output)

Turn Off PC FW
     See your local administrator

A good test is to ping from CUE to the IP address of the PC you are working on.

Comments
bezmalinovic
Beginner

I have some problems upgrading my UC520 software to the latest version 8.0.4 but i constantly keep getting ftp/tftp message.

Please check the output from the different commands below.

Entering the cue looks a little different. But the biggest problem is pinging from and to the cue. I don't know how to solve this problem. Hope you can help me out:

UC520#

UC520#service-module integrated-Service-Engine 0/0 status

Service Module is Cisco Integrated-Service-Engine0/0

Service Module supports session via TTY line 2

Service Module is in Steady state

Service Module heartbeat-reset is enabled

Getting status from the Service Module, please wait..

Cisco Unity Express 3.0.3

CUE running on UC500

UC520#service-module integrated-Service-Engine 0/0 session

Trying 10.1.10.2, 2002 ... Open

UC500-CUE>

UC500-CUE> enable

Password:

UC500-CUE#

UC500-CUE#

UC500-CUE#

---------------------

after that i put it in offline mode and did a restore factory default

the prompt stayed the same after that.

---------------------

UC520# sh ip int brief

Interface                  IP-Address      OK? Method Status                Protocol

FastEthernet0/0            unassigned      YES NVRAM  up                    down

In0/0                      10.1.10.2       YES TFTP   up                    up 

UC520#sh interfaces int0/0

Integrated-Service-Engine0/0 is up, line protocol is up

  Hardware is PQII_PRO_UEC, address is 001b.8fa8.e8a1 (bia 001b.8fa8.e8a1)

  Description: cue is initialized with default IMAP group

  Interface is unnumbered. Using address of Loopback0 (10.1.10.2)

  MTU 1500 bytes, BW 100000 Kbit/sec, DLY 100 usec,

     reliability 255/255, txload 1/255, rxload 1/255

  Encapsulation ARPA, loopback not set

  Keepalive set (10 sec)

  ARP type: ARPA, ARP Timeout 04:00:00

  Last input 00:04:40, output 00:00:10, output hang never

  Last clearing of "show interface" counters never

  Input queue: 0/75/0/0 (size/max/drops/flushes); Total output drops: 0

  Queueing strategy: fifo

  Output queue: 0/40 (size/max)

  5 minute input rate 0 bits/sec, 0 packets/sec

  5 minute output rate 0 bits/sec, 0 packets/sec

     189 packets input, 13071 bytes, 0 no buffer

     Received 126 broadcasts, 0 runts, 0 giants, 0 throttles

     0 input errors, 0 CRC, 0 frame, 0 overrun, 0 ignored

     0 input packets with dribble condition detected

     4 packets output, 1468 bytes, 0 underruns

     0 output errors, 0 collisions, 2 interface resets

     0 unknown protocol drops

UC500-CUE# sh ip route

           DEST            GATE            MASK IFACE

      10.1.10.0         0.0.0.0 255.255.255.252 eth0

        0.0.0.0       10.1.10.2         0.0.0.0 eth0

C:\Users\nlbezmf1>netstat -rn

===========================================================================

Interface List

14...00 1e 33 26 89 67 ......Realtek RTL8168C(P)/8111C(P) Family PCI-E Gigabit

Ethernet NIC (NDIS 6.20)

  1...........................Software Loopback Interface 1

16...00 00 00 00 00 00 00 e0 Teredo Tunneling Pseudo-Interface

36...00 00 00 00 00 00 00 e0 Microsoft ISATAP Adapter #3

===========================================================================

IPv4 Route Table

===========================================================================

Active Routes:

Network Destination        Netmask          Gateway       Interface  Metric

          0.0.0.0          0.0.0.0     192.168.10.1    192.168.10.11     20

        127.0.0.0        255.0.0.0         On-link         127.0.0.1    306

        127.0.0.1  255.255.255.255         On-link         127.0.0.1    306

  127.255.255.255  255.255.255.255         On-link         127.0.0.1    306

      169.254.0.0      255.255.0.0         On-link     192.168.10.11    296

  169.254.255.255  255.255.255.255         On-link     192.168.10.11    276

     192.168.10.0    255.255.255.0         On-link     192.168.10.11    276

    192.168.10.11  255.255.255.255         On-link     192.168.10.11    276

   192.168.10.255  255.255.255.255         On-link     192.168.10.11    276

        224.0.0.0        240.0.0.0         On-link         127.0.0.1    306

        224.0.0.0        240.0.0.0         On-link     192.168.10.11    276

  255.255.255.255  255.255.255.255         On-link         127.0.0.1    306

  255.255.255.255  255.255.255.255         On-link     192.168.10.11    276

===========================================================================

Persistent Routes:

  None

IPv6 Route Table

===========================================================================

Active Routes:

If Metric Network Destination      Gateway

  1    306 ::1/128                  On-link

14    276 fe80::/64                On-link

14    276 fe80::95f1:5349:2d7:2102/128

                                    On-link

  1    306 ff00::/8                 On-link

14    276 ff00::/8                 On-link

===========================================================================

Persistent Routes:

  None

-------------------------

UC520#ping 10.1.10.2

Type escape sequence to abort.

Sending 5, 100-byte ICMP Echos to 10.1.10.2, timeout is 2 seconds:

!!!!!

Success rate is 100 percent (5/5), round-trip min/avg/max = 1/2/4 ms

UC520#ping 10.1.10.1

Type escape sequence to abort.

Sending 5, 100-byte ICMP Echos to 10.1.10.1, timeout is 2 seconds:

.....

Success rate is 0 percent (0/5)

UC520#

UC520#ping 192.168.10.1

Type escape sequence to abort.

Sending 5, 100-byte ICMP Echos to 192.168.10.1, timeout is 2 seconds:

!!!!!

Success rate is 100 percent (5/5), round-trip min/avg/max = 1/1/4 ms

UC520#ping 192.168.10.11

Type escape sequence to abort.

Sending 5, 100-byte ICMP Echos to 192.168.10.11, timeout is 2 seconds:

!!!!!

Success rate is 100 percent (5/5), round-trip min/avg/max = 1/1/4 ms

-------------------------

UC500-CUE# ping 192.168.10.1

PING 192.168.10.1 (192.168.10.1) 56(84) bytes of data.

From 10.1.10.1 icmp_seq=1 Destination Host Unreachable

From 10.1.10.1 icmp_seq=2 Destination Host Unreachable

From 10.1.10.1 icmp_seq=3 Destination Host Unreachable

From 10.1.10.1 icmp_seq=4 Destination Host Unreachable

From 10.1.10.1 icmp_seq=5 Destination Host Unreachable

--- 192.168.10.1 ping statistics ---

5 packets transmitted, 0 received, +5 errors, 100% packet loss, time 4000ms

, pipe 4, ipg/ewma 1000.232/0.000 ms

UC500-CUE# ping 192.168.10.11

PING 192.168.10.11 (192.168.10.11) 56(84) bytes of data.

From 10.1.10.1 icmp_seq=1 Destination Host Unreachable

From 10.1.10.1 icmp_seq=2 Destination Host Unreachable

From 10.1.10.1 icmp_seq=3 Destination Host Unreachable

From 10.1.10.1 icmp_seq=4 Destination Host Unreachable

From 10.1.10.1 icmp_seq=5 Destination Host Unreachable

--- 192.168.10.11 ping statistics ---

5 packets transmitted, 0 received, +5 errors, 100% packet loss, time 4001ms

, pipe 4, ipg/ewma 1000.411/0.000 ms

UC500-CUE# ping 192.168.10.1

PING 192.168.10.1 (192.168.10.1) 56(84) bytes of data.

From 10.1.10.1 icmp_seq=1 Destination Host Unreachable

From 10.1.10.1 icmp_seq=2 Destination Host Unreachable

From 10.1.10.1 icmp_seq=3 Destination Host Unreachable

From 10.1.10.1 icmp_seq=4 Destination Host Unreachable

From 10.1.10.1 icmp_seq=5 Destination Host Unreachable

--- 192.168.10.1 ping statistics ---

5 packets transmitted, 0 received, +5 errors, 100% packet loss, time 4000ms

, pipe 4, ipg/ewma 1000.232/0.000 ms

-------------------------

UC500-CUE# ping 192.168.10.11

PING 192.168.10.11 (192.168.10.11) 56(84) bytes of data.

From 10.1.10.1 icmp_seq=1 Destination Host Unreachable

From 10.1.10.1 icmp_seq=2 Destination Host Unreachable

From 10.1.10.1 icmp_seq=3 Destination Host Unreachable

From 10.1.10.1 icmp_seq=4 Destination Host Unreachable

From 10.1.10.1 icmp_seq=5 Destination Host Unreachable

--- 192.168.10.11 ping statistics ---

5 packets transmitted, 0 received, +5 errors, 100% packet loss, time 4001ms

, pipe 4, ipg/ewma 1000.411/0.000 ms