viewmail playback problem

[ciscoforum]

A system has been running well for couple months. Customer today complained that when they use viewmail to playback the message from phone, the pc pop up a screen to enter username/password/domain. This never happened before, anyway they entered these information but system didn't take it. They are still able to retrieve via the phone directly. The system is unity UM 403sr1, exchange 55 and NT. Where can we start the troubleshoot considering this was workin before. They are able to receive and check all the emails so I am assuming they access the domain for sure.

[vharsha]

Check the Security Log in the Event Viewer on the Unity server for any audit failures. Also, turn on micro traces for the AuthenticationMgr and see if there are any authetication failures.

[ciscoforum]

Thanks, we'll try this. But under which circumstance that the PC will popup the authentication window? Is there any document has been written for troubleshoot viewmail? thanks

[vharsha]

Currently, there is no one troubleshooting document on ViewMail, although there are some tech notes and such. We are working on one for the next release.

When you use the TRaP (Telephone Record and Playback) feature, Unity tries to identify and authenticate the user, before ringing the phone. Let's say the user's Unity NT credentials are username=user1 and domain=domain1. Now, if the user logs on to the PC (not Outlook) as user1\domain1, Unity should be able to identify and authenticate the user successfully. But, if the user logs on to the PC as say user1\domain2, where domain2 is not trusted by domain1, the authentication will fail and Unity will prompt the user for Unity credentials. Essentially, any credential set that Unity can't map to a Unity subscriber will result in the dialog box.

The authentication can fail even when the credential set is a valid one, for example, when the Windows authentication provider fails.

Hope that helps.

Harsha

[amaia.lesta]

Dear all,

I am experiencing the same issue.

We have Unity 5.0 integrated with Exchange and AD. We import all the Unity subscribers from Exchange.

When I try to play a message from Outlook using ViewMail I am prompted to type Username / Password / Domain.

I have discovered that I am prompted to type these data only if the user that has logged in the computer is not an Administrator of the Unity Server.

If the user that has logged in the PC with Viewmail is given administrator rights in the Unity everything works fine. If he is a normal subscriber that is not a Unity Administrator the authentication is required.

Obviously we don't want to give to all the subscribers of Unity Administrator rights.

How can we avoid this atuthentication request?

Best regards,

Amaia Lesta

[rogierboeken]

hi

when we installed our unity server we had exactly the same problem.

we solved it by making changes to the dcom settings on the unity server.

in our case the permissions button was greyed out and we opened up a case with MS who got one of their dcom specialist to make a registry change, all of a sudden the dcom permissions button on the unity server was no longer greyed out and the correct permissions were set and from that point on all the users were able to connect without the need to have administrator rights.

i no longer have the exact details of what the MS engineer did but perhaps it is worth while to check if you can change the dcom permisisons on the unity server and if it is greyed out call MS and get them to make the registry change