02-16-2024 11:08 AM
Hello all,
I have a Cisco IM and presence v14.0.1 , but i can't start service cisco sync agent , do you have any idea to solve this problem ?
Could you help me please
Best regards
02-16-2024 02:53 PM
Hi there,
Did you get a chance to check the troubleshooting steps mentioned in the Presence guide? If not, could you please run through it and let us know if you still have the problem? For the benefit of everyone, I am pasting it here;
run sql select applicationuser.pkid, applicationuser.name , credential.credentials from applicationuser inner join credential on applicationuser.pkid=credential.fkapplicationuser where credential.tkcredential=3 and applicationuser.name='axluser_displayed_from_epassyncagentcfg'
Validate the next information:
Reference: Troubleshoot Services that Do Not Start on IM&P - Cisco
Regards,
Shalid
Disclaimer:
Responses are based on personal knowledge and experience. Consider them as guidance. Other members may offer different perspectives or better approaches. No responsibility is assumed for outcomes; discretion is advised.
02-18-2024 05:57 AM
I encountered a similar issue with a customer where TAC worked 24 hours continuously with multiple shift engineers. The issue was due to a certificate that the customer provided and the root cert was using the RSASSA-PSA algorithm which is still not supported.
Run the System Configuration Troubleshooter and see if its failing. The Link shalid hsare is a good guide which you can use for troubleshooting.
You can use the SQL command mentioned in the guide to check if both CUCM and IMP have the same credentials for AXL. If they are different, you need to make them the same
02-18-2024 07:18 AM
Hello @Nithin Eluvathingal , @Shalid Kurunnan Chalil thank you for your reply ,
When i put this command on CUCM:
and the command on IM and pesence :
The credentials for AXL are not the same .
Where can i changed it ?
the System Configuration Troubleshooter:
Best regards
02-18-2024 08:25 AM
If you discover that the password is different, on the Cisco Unified Communications Manager (CUCM) application, change the password to the old one. However, if you find that the username is different, create the old users with the same old password in the CUCM application user.
If I remember correctly, the TAC engineer executed an SQL command to synchronize it, but unfortunately, I didn’t take any notes, and I am unable to locate that information in the case notes.
02-18-2024 08:50 AM
Thank you @Nithin Eluvathingal for your
reply , the username is the same , but the password is not the same , i don't remember the old password , how can i found it
Thank you in advance
Best regards
02-18-2024 12:43 PM - edited 02-18-2024 01:52 PM
AXL user, you can update from the call manager and update it on both presence servers.
Check the application user list on the call manager and search for your AXL user, if you find the user, change it with a new password and update it on the presence server.
Regards
02-18-2024 04:37 PM
AFAIK this applies for old IMP which was not a part of the CUCM cluster. But for IMP which are part of the cluster, AXL user is not used and it’s the application user.
02-18-2024 04:44 PM
Change the application user password on the CUCM and use the “utils reset_application_ui_administrator_password” command to reset the application password on the IMP node. Then, rerun the SQL command and check if the issue persists.
You should contact Cisco for support. They solved this password issue for me by using an SQL command, as far as I recall. You should also investigate why the password is different on both nodes. It seems that the communication is disrupted, which caused the IMP and CUCM to have separate passwords.
02-19-2024 02:24 AM
Hello @Nithin Eluvathingal thank you for your help ,
Now they have the same password , i put the command again and i have the result
but the problem still persist
Best regards
02-19-2024 04:02 AM
Initiate contact with Cisco TAC for assistance, as it’s necessary to examine the logs to identify the issues disrupting communication and impacting the service. I trust you’ve already attempted other troubleshooting measures such as restarting the nodes, etc.
02-21-2024 04:19 AM
Hello, the service is up now , after regenerate cert tomcat end ipsec on all node .
Best regards
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