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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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Beginner

A problem about communication of CTM and Exchange

Hello everybody,

We have a problem. When we install the CTM, according to the document configuration EXCHANGE 2010, but found it was wrong status of telepresence endpoints in CTM. we checked the logs, the reason was CTM did not get the data from AD and Exchange, but we don\t know why.

the logs:

26 Oct 2012 09:15:52,686 ERROR [ajp-8009-6] common.DBHelper (getMailboxQuotaFromAD:1222) - Unable to get quota for mailbox ID ctsmanager@exchange2010.com

26 Oct 2012 09:15:52,835 ERROR [ajp-8009-6] common.MailboxMonitor (checkMailboxSize:136) - unable to retrieve mailbox quota. Error: ErrorCode(503112,EA,MAILBOX_PROCESS_ERROR,Unable to calculate mailbox size because $1.,error,Specify mailbox quota for Cisco TelePresence Manager account and/or check Exchange domain .,Mailbox process error)

26 Oct 2012 09:16:10,097 ERROR [ajp-8009-18] common.DBHelper (getMailboxQuotaFromAD:1222) - Unable to get quota for mailbox ID ctsmanager@exchange2010.com

26 Oct 2012 09:16:10,238 ERROR [ajp-8009-18] common.MailboxMonitor (checkMailboxSize:136) - unable to retrieve mailbox quota. Error: ErrorCode(503112,EA,MAILBOX_PROCESS_ERROR,Unable to calculate mailbox size because $1.,error,Specify mailbox quota for Cisco TelePresence Manager account and/or check Exchange domain .,Mailbox process error)

26 Oct 2012 09:16:25,199 ERROR [ajp-8009-5] common.DBHelper (getMailboxQuotaFromAD:1222) - Unable to get quota for mailbox ID ctsmanager@exchange2010.com

26 Oct 2012 09:16:25,342 ERROR [ajp-8009-5] common.MailboxMonitor (checkMailboxSize:136) - unable to retrieve mailbox quota. Error: ErrorCode(503112,EA,MAILBOX_PROCESS_ERROR,Unable to calculate mailbox size because $1.,error,Specify mailbox quota for Cisco TelePresence Manager account and/or check Exchange domain .,Mailbox process error)

please give us some help, thanks

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3 REPLIES 3
Beginner

A problem about communication of CTM and Exchange

The log message just shows that the CTM can't read the quota for the ctsmanager account. You can either set a quota for the ctsmanager account on the exchange mailbox, or just ignore the message. It will not impact the operation of the CTM, and doesn't have anything to do with the error you are getting for the endpoints.

Click on the 1 next to the red X as shown in your pictures, and it should give you more details about the problem.

The problem is usually either an endpoint error, or an exchange connection error.

- For endpoint errors, log into the endpoint and check to see if the system status is OK. The CTM gets updates from the endpoint as to it's status, so if a mic is unplugged, or the phone is unplugged, it will show as an endpoint error in the CTM.

- For exchange errors, check the following:

1. Click on Microsoft Exchange Web Services, under the configuration section. Does the room you are trying to add show up in this list? It should, but make sure it's there.

2. Check the room name field, does the room name show the rooms display name, or the email address? for example if a room in exchange had the name, Tom's Room, and an email address of toms_tp_room@email.com, we'd expect to see 'Tom's Room' in the list here. If you see the email address, then check your LDAP settings to ensure the room is located in one of the containers that you have configured under LDAP.

3. If the room shows the correct name in the EWS config, then make sure that the CTS Manager account has permissions to log into the room mailbox. You can check this by logging into the exchange web interface as the CTS Manager account, then using open another users mailbox, to see if you can open the Tom's Room mailbox while logged in as the ctsmanager.

Other things to check:

1. have you logged into this room at least once? You'll need to log into the room once for the room to be set up correctly.

If you provide the detailed error screenshot, we can help you determine the issue further.

Beginner

A problem about communication of CTM and Exchange

Hello almattso,

Thansks for you reply. we checked the system by your advice, and we found there was something wrong with Exchange

subscription of 'room1'. we took some pictures, please help us to check them, many thanks.

if you need more detail, please let me know.

Highlighted
Beginner

Just consolidated two CUCM’s

Just consolidated two CUCM’s one Telepresence and one is my main CUCM for all my phone.  After this I’ve started getting subscriber errors,  I deleted the CTMADMIN account in the TP CUCM, and shutdown both Pub and sub in the TP cluster.  Working with TAC hasn’t help so far, was there a resolution for this?

Running 1.8 for TelePresence Man

9.1.2 for CUCM

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