User is stuck in a Unassigned state

[Mike Sampson]

I have a new active LDAP user that is stuck in a "unassigned" presence state.  I see the following error when clicking on "Presence viewer for user" UNASSIGNED (presence will not be available until this user is assigned)

I have checked the service profile and he has two presence servers available.  I attempt to assign the user manually to a cups server.  It doesn't matter which cups server I select I still get the above error.  

In the cups admin page I can not see this user in the assigned group or unassigned group.  

New users are usually balanced between one of the cups servers automatically.  What am I missing?  

CUCM 10.5.2.13901-2

Cups - 10.5.2.20000-1

[Aseem Anand]

Hi Mike,

can you share the output of the following from CUPS PUB:

utils diagnose test

utils dbreplication runtimestate

utils ha status

show status

Also, is the issue specific to a particular user or its with all the users? If the issue is specific to one user then can you delete the user from LDAP and import it again to test?

Aseem

[Mike Sampson]

Aseem, 

We have multiple SSO applications so deleting/recreating the user would be difficult.  This is only affecting one user.  

Below is the requested information from the CLI: 

Starting diagnostic test(s)
===========================
test - disk_space : Passed (available: 9719 MB, used: 9674 MB)
skip - disk_files : This module must be run directly and off hours
test - service_manager : Passed
test - tomcat : Passed
test - tomcat_deadlocks : Passed
test - tomcat_keystore : Passed
test - tomcat_connectors : Passed
test - tomcat_threads : Passed
test - tomcat_memory : Passed
test - tomcat_sessions : Passed
skip - tomcat_heapdump : This module must be run directly and off hours
test - validate_network : Passed
test - raid : Passed
test - system_info : Passed (Collected system information in diagnostic log)
test - ntp_reachability : Passed
test - ntp_clock_drift : Passed
test - ntp_stratum : Passed
skip - sdl_fragmentation : This module must be run directly and off hours
skip - sdi_fragmentation : This module must be run directly and off hours

Diagnostics Completed

The final output will be in Log file: platform/log/diag2.log

Please use 'file view activelog platform/log/diag2.log' command to see the output

admin:utils db
admin:utils dbreplication runtime
admin:utils dbreplication runtimestate

Server Time: Mon Nov 28 08:16:15 MST 2016

Cluster Replication State: Replication status command started at: 2016-10-25-15-05
Replication status command COMPLETED 305 tables checked out of 305
Last Completed Table: batfileinfojobmap
No Errors or Mismatches found.

Use 'file view activelog cm/trace/dbl/sdi/ReplicationStatus.2016_10_25_15_05_31.out' to see the details

DB Version: ccm10_5_2_20000_1
Repltimeout set to: 300s
PROCESS option set to: 1

Cluster Detailed View from server1 (2 Servers):

PING DB/RPC/ REPL. Replication REPLICATION SETUP
SERVER-NAME IP ADDRESS (msec) DbMon? QUEUE Group ID (RTMT) & Details
----------- ---------- ------ ------- ----- ----------- ------------------
server1 X.X.X.X 0.031 Y/Y/Y 0 (g_5) (2) Setup Completed
Server 2 X.X.X.X 0.326 Y/Y/Y 0 (g_10) (2) Setup Completed

admin:utils ha status
admin:utils ha status

Subcluster Name : domainJabberSubCluster

Node 1
Name : server1.domain.com
State: Normal
Reason: Normal

Node 2
Name : Server 2.domain.com
State: Normal
Reason: Normal

admin:show status
admin:show status

Host Name : server1
Date : Mon Nov 28, 2016 08:16:58
Time Zone : Mountain Standard Time (America/Denver)
Locale : en_US.UTF-8
Product Ver : 10.5.2.20000-1
Unified OS Version : 6.0.0.0-2

Uptime:
08:16:59 up 69 days, 10:17, 1 user, load average: 0.67, 0.47, 0.45

CPU Idle: 96.17% System: 01.79% User: 02.04%
IOWAIT: 00.00% IRQ: 00.00% Soft: 00.00%

Memory Total: 12199324K
Free: 213704K
Used: 11985620K
Cached: 7167264K
Shared: 0K
Buffers: 348480K

Total Free Used
Disk/active 20061452K 9951796K 9905840K (50%)
Disk/inactive 20061388K 9957964K 9899608K (50%)
Disk/logging 82569840K 44145344K 34230196K (44%)

[Mike Sampson]

I restarted the CiscoSyncAgent on both my presence servers.  After the services came back up the user got assigned to a presence server.  

[Mike Sampson]

This problem is still happening.  We have added over 100 users in the last couple months and three users got stuck in the Unassigned state.  The other 97 users were added automatically and work great.  

If I restart the Cisco sync agent service the "unassigned" user get assigned to a cups server and works great. 

My question is why is this only happening to a few individuals and not everyone. 

Thanks,

[edguidry]

Having the similar issue with the same version.  Were you able to resolve?

Unfortunately, the sync restart does not resolve our issue.

Thanks,

Eddie

[Mike Sampson]

Unfortunately this has not been fixed.  I had to restart the Sync service earlier this week for a user.  This fixed the user in my environment,  I still need to understand why this happens.  

[Pavel Herc]

compare the fqdns via show network cluster on the nodes. had once such issue and the tac had to change the data via root access

[dseropian]

Hello, 

I encountered the same issues with a hand full of users stuck in unassigned state.  
What helped me was In End User Configuration, Server Settings, I unchecked 

Home Cluster and Enable User for Unified CM IM and Presence. Then saved and went back into End User Configuration and checked both boxes and saved.  Once I did this. The users were assigned to the presence server.  

thank you 

[jvalderrama]

Thanks, @dseropian it worked for me.

[rawad]

i have the same issue even after restarting the sync agents 2 times