Upgrade from 3.1.6 to 4.0.4 SP1 Problem

[hickman]

After going through the upgrade process Unity will not record messages. It says "This system is temporarily unavailable."

We also upgraded to Windows 2003 and Exchange 2003.

[lindborg]

First step when you're getting the failsafe message like that is to check the applciation event log - there will be one or more errors indicating _why_ the call was dumped to the failsafe conversation which is where we need to start here.

Dimes to dollars it's failing to access the Exchange 2003 mailboxes... but that's just a guess at the moment.

[hickman]

It was really late when I posted and seems like I have not slept in days.

The error it give when leaving a message is:

"This system is temporarily unable to complete your call, call again later. Good bye."

But if I log in it will read me all my messages and updates as new ones arrive.

I am getting the following errors in the application log:

Event ID: 401

RecordMessage returned [0x80004005] on line 3740 of file H:\views\ESB1_view\un_Conv2\AvConvPhoneHandler\AvConvPHGreetingSvr\AvSPlayGreeting.cpp

Event ID: 504

The description for Event ID ( 504 ) in Source ( CiscoUnity_PHGreeting ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: IsOutsideCallerMailboxOK(), 0x80004005, 4919, H:\views\ESB1_view\un_Conv2\AvConvPhoneHandler\AvConvPHGreetingSvr\AvSPlayGreeting.cpp,

Event ID: 439

The Unity mailbox for sending outside caller messages is not availble. Possible reasons could be that the mailbox was deleted, or is this is a Exchange 2K implementation, the RUS service is not running or is not scheduled right.Technical details - The smtpaddress field in the subscriber view for Subscribers with type 0 is either blank or NULL. The only subscriber with type 0 should be the Unity mailbox.

The first two reference an H: drive, but the computer does not have an H drive and the third is not making much sense, but that may be the lack of sleep.

[lindborg]

First, the "H" drive reference points to a path where the source code is on our source servers - that's for us to easily find the source file that kicked out the error, not to a location on your system.

second, the outside caller mailbox is the "Unity messaging system" account - this is the mailbox that all outside callers messages are delivered through - without this your system is going to be pretty unfunctional. If you look in the Subscriber table in UnityDb you'll find only one entry that has a subscriber type of 0 - this is the guy.

The error is saying there's no SMTP address which means, most likley, that the account did not get a mailbox created for it when we asked AD to make the account during install. You can look at this account in AD and verify that.

The account (and the SQL entry in the DB and the message profile used) are created from scratch after the system comes up and you dial in.

You can check out this DOC for some tips on how to deal with this:

http://www.cisco.com/warp/customer/788/AVVID/mailstore-no-start.html

[hickman]

I checked and ran through that whole document and it was not the problem.

It refers to Doh_MC & MALEx_MC errors which I have non of. I am getting Event ID: 401 Source: "CiscoUnity_PHGreeting", Event ID: 504 Source: "CiscoUnityPHGreeting", & Event ID: 439 Source: "CiscoUnityPHGreeting".

It is talking to the Exchange system. I went through all the steps and verified everything it listed was working. I can access my inbox and they are communicating.

[lindborg]

Yes, I realize you weren't getting the same errors as that white paper, but you _were_ getting errors related to the unity messaging system account not being created properly (i.e. it doesn't have an SMTP address). The fact that you can access your inbox doesn't mean anything here - that specific account _must_ be setup correctly and represented in AD, Exchange and SQL properly before Unity is going to function correctly.

Did you check this account's SMTP address as I noted in the last post? The errors you were getting are very specific. It's not happy with this account and your system wont work properly until it is.

That document talked about how to remove the account in AD, SQL and the mailprofile and have them created again by Unity automatically. If it were me, I'd probably go that route. But without being able to get my hands on the system I can't offer much more than that.

[hickman]

Yes, I checked the SMTP address and it looked good to me. Since I have run through those steps a couple of times to no avail. Each time I come up with a new problem and as soon as I fix those I am back where I started.

I did the upgrade to save time, but at this point I should have started from scratch with a new system.

I am walking through it one more time now, but then I think I will start from scratch if I can't get it to go this time.