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jsailers
Beginner

Unity MWI not working for some users

Unity 4.0(5), CCM 4.1(3), Exchange Integration, Unified Messaging.

We are having a problem intermittently with MWI. We noticed the problem yesterday.

Problem: Some users noticed that they had messages, but their light was not on. To verify, I logged into their mailbox and marked a voice message as unread and watched the Port Status Monitor for the MWI to go out... Nothing.

Supporting info: Other users in the same mailstore, same Active Directory OU, and had the same permissions were working fine. I had at least 3 users experiencing this problem.

Solution: Restarting the AVMsgStoreMonitor service ultimately fixed the problem.

Question: I am trying to understand WHY this happened, and how can I monitor for this if it happens again.

5 REPLIES 5
Zin.Karzazi
Contributor

Posting some Eventviewer Errors would be helpful.

There are not event logs directly related to this problem. However there are a few errors and warnings over the last few days that could be indirectly related:

Event Type: Error

Event Source: CiscoUnity_AvRdbSvr

Event Category: Startup

Event ID: 21000

Date: 5/7/2007

Time: 4:08:22 PM

User: N/A

Computer: JC-IPT-UM1A

Description:

Failed connecting to underlying database using: provider=SQLOLEDB;driver={SQL Server};Data Source=JC-IPT-UM1A;Initial Catalog=UnityDb;uid=Administrator;pwd=

For more information, click: http://www.CiscoUnitySupport.com/find.php

Event Type: Error

Event Source: CiscoUnity_AvRdbSvr

Event Category: Startup

Event ID: 21000

Date: 5/7/2007

Time: 4:08:22 PM

User: N/A

Computer: JC-IPT-UM1A

Description:

Failed connecting to underlying database using: provider=SQLOLEDB;driver={SQL Server};Data Source=JC-IPT-UM1A;Initial Catalog=UnityDb;Integrated Security=SSPI: 8000ffff

For more information, click: http://www.CiscoUnitySupport.com/find.php

Event Type: Warning

Event Source: CiscoUnity_DirChangeWriter

Event Category: Warning

Event ID: 1050

Date: 5/7/2007

Time: 4:12:21 PM

User: N/A

Computer: JC-IPT-UM1A

Description:

The allsubscribers directory object was deleted. The corresponding Cisco Unity account is undeletable.

Some functionality will be unavailable, and Cisco Unity may fail to function properly until the directory object is restored.

To restore the directory object, run the Message Store Configuration Wizard with the sync flag: "C:\CommServer\ConfigurationSetup\setup.exe" /sync

For more information, click: http://www.CiscoUnitySupport.com/find.php

Although not related to MWI, I recently seen the same error message (event ID 21000) on our primary Unity server. Consequently our Unity failed over to the secondary Unity server.

We opened up a TAC Case and they recommended we install the latest Win 2k SP4 patches and SQL Service pack. Since we installed these patches we have not had any issues.

Here is a thread of a previous conversation on the same error message:

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Unified%20Communications%20Applications&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1dd803fd

Good luck.

neesharm
Beginner

was there a lan outage recently ?

Do have a failover unity configuration ?(if yes you might want to look at following bug )

http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCsb72324

Also here is a step by step guide to troubleshoot mwi

http://www.cisco.com/en/US/customer/docs/voice_ip_comm/unity/403/troubleshooting/guide/ex/TSG_0500.html

There wasn't a LAN outage that I'm aware of and we don't have failover. I appreciate your post, though.

I think I may have found the bug: http://cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCec50802

This states that this problem can occur if the mailstore that the Unity subscribers are located on is dismounted and re-mounted. Our Exchange team confirmed that they did dismount and re-mount the store last weekend which fits into the timetable for when the problem started.

FIX: Restart the AvMsgStoreMonitor service. This is first fixed in 4.3(0.25).

Any thoughts about why the AvMsgStoreMonitor service would not recover from the mailstore being remounted?

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