subscriber can't login via phone

[rvincent]

i installed a 4.2 unity a few weeks ago. I am getting a couple of subscribers who can no longer login to unity via their phone. when they enter their password they get:

This system is temporarily unable to complete your call. Call again later, Goodbye

their msg's are still showing up in their inbox.

I've looked at their ad settings and they seem the same as everyone else.

anyone seen this before?

thanks

rob

[Tommer Catlin]

Have their accounts been disabled in AD for some reason?

[jbarcena]

Try deleting the subscriber from Unity and reimport it from Exchange.

[Tommer Catlin]

If you delete them from Unity, you will lose all Unity preferences for that user. (recorded name, options, customiztion, etc)

[lindborg]

Whenever you hear the failsafe conversation like that (the system is unable to take your call...), always look first in the application event log - there will be at least one error logged there when this happens that will tell us what the source of the problem is.

Could be a permissions issue, could be a problem with their mailstore, could be an account locked up stream from Unity etc...

blindly deleting and readding users without finding root cause is generally not a good move.

[Christopher McAlpin]

I would start with the Windows Application Event Log and see what errors are being logged when the problem happens.

[rvincent]

guys

thanks for all the responses.

some of the errors in the event viewer were:

event 30007:

An error occurred while CsBMsgConnector tried to logon to MAPI mailbox /o=PennSchoenBerland/ou=First Administrative Group/cn=Recipients/cn=USbms_WAS1110UNITY on server EXCHANGE. The MAPI subsystem return the following error: The information store could not be opened..

An occurred which prevents successful Exchange access by CsBMsgConnector via MAPI.

This is typically an indication of configuration issues with Unity, Exchange, or the MAPI subsystem.

Verify that the Unity services accounts are granted the correct permissions and that there are no issues with installation. The SysCheck utility may assist in diagnosing the problem.

event 119

An unexpected error has occured while a subscriber is on the phone with Unity. This can potentially result in the subscriber hearing the failsafe conversation. Technical details are - IAvDohMailUser::Commit returned [0x80040e14] on line 268 of file E:\Views\CU4.2.0.110\un_Conv1\Scripted\ConvSub\SubSignIn.cpp.

event 32013:

Doh logon failed due to messaging component logon error: 8004052eH

event 30003:

An attempt to access the Primary Exchange Mailbox Store by CsBMsgConnector via MAPI has failed. The MAPI subsystem return the following error: The attempt to log on to the Microsoft Exchange Server computer has failed..

also was getting the following sql error:

Error: 9002, Severity: 17, State: 6

The log file for database 'UnityDb' is full. Back up the transaction log for the database to free up some log space.

had forgotten to move the db to the D drive during install so I did a db shrink and changed recovery model from full to simple.

have not had any errors since then. could the full unitydb have had anything to do with the login problems?

what is a best practice for these files and doing backups?

thanks

rob

[MikeTomasko]

You will need to use a 3rd party program like Backup Exec with the Exchange Agent to purge the logs.

Your other option is to enable circular in Exchange. But in doing that, you will lose your ability to restore VMs/the Exchange Database if needed.

You can use the DiRT backup to backup your Unity configuration and you can also use DiRT to backup VM messages if you wanted to.