Cisco Unity - Import Users & Synch Users link does not load page

[gtech602]

I was attempting to import some LDAP users in Cisco Unity 12.5. When I attempt to click the Users > Import Users or Users > Synch Users nothing happens. The page returns no error or updated page. The screen just shows the last page I was on. I am able to load the Users > Users page and other links work but the two Import and Synch do not load or update the page. I tried different computers and web browsers. Any thoughts?

[Maren Mahoney]

This behavior happened to us on the Licensing page. We restarted the licensing service and that cleared the problem.

So, it may be you need to restart the DirSync service, or possibly the Connection CM Database Event Listener Service, or maybe the Connection Administration Service. I'd probably try those in order. If not, a cluster reboot. If that doesn't resolve it, I'd get on the phone to TAC.

Let us know how it goes.

Maren

[Elliot Dierksen]

Another option is to go to the CLI and do a "utils service restart Cisco Tomcat". I have seen Tomcat get cranky on Unity more often than on other collaboration applications.

[Maren Mahoney]

Absolutely agree with @Elliot Dierksen ! -- Maren

[Clifford McGlamry]

I'm currently haveing this problem too.  Restarted Tomcat, restarted the other services, and it has made no difference.  Currently trying the cluster reboot.  I'm curious what happened in your case.  How did you resolve this problem?  We are working with Version 15 SU2.

[Brad Magnani]

@Clifford McGlamry You may want to just double check what's configured for AXL servers under Telephony Integration > Your Phone System > Edit -> Cisco Unified Communications AXL Servers.  If there's old or bad data in there, it's been known to prevent the import/sync users page from displaying properly. 

[Elliot Dierksen]

@Brad Magnani raises a good point. Did you import these users from AXL or from LDAP? The previous issues we were discussing were around LDAP imported users.

[Clifford McGlamry]

They are set up for AXL.  Thing is, it WAS working.  Still scratching my head.  Got a TAC case open with Cisco

[Clifford McGlamry]

Ok....great hints guys.  Turns out that one of the phone systems AXL configuration had 0 set for the server port number.  I'm not sure how it let me save it that way, but once updated/tested/saved, the problem was resolved. 

[Brad Magnani]

Yes, these AXL misconfigurations can break both the LDAP user import page as well as the sync users page for AXL, glad that was it.