error at upgrade uc520

[JONATAN_HEC]

Hi everyone,

we have a new uc520 and I tried to change the language follow the steps read here , but it can’t be done,

and now the uc520 cannot read the voice data and when I trying to reset to default factory settings it says:
“Current Factory default configuration and software package on this device are out of sync. …install the newer version of package…”
I have then new version in my PC, but when I tried to upgrade it said
"cannot retrieve CUE version information"
I found this thread  the same problem
https://www.myciscocommunity.com/thread/2376

At the end of the threat a guy wrote:
“the tac engineer found the problem..
the unity ip wasnt in the access list, so the cna couldnt read all the voice data
once he fixed that cna could read all voice data, and the upgrade worked as well”
How can we restore to the default factory status (as new) or what can i do.

Thanks a lot.

[JONATAN_HEC]

...If you type *** before the CUE boots, and try to format the CUE and reinstall with a new version...

how can i format and reinstall CUE?

is there a page with commands?

...havee patience, this takes about 40 minutes...

it doesnt matter the time or the count of commands i can do it but i dont know how.

thanks

[Eivind Jonassen]

Jonatan,

I´ve found this document for you, make sure you completly understand every step before you start

http://www.cisco.com/en/US/docs/voice_ip_comm/unity_exp/rel7_0/install/boothelp.html

The latest software packages can be downloaded from:

https://supportforums.cisco.com/docs/DOC-9829

Download the complete ZIP file and extract the unity files you need. You should upgrade the IOS before CUE, if we are follow the same procedure as CCA.

DON NOT start this process if you are uncertain of any steps in the guide/process.

Follow Skyler´s recommondations first, that´s my best tip for now...

Regards

Eivind

[Skyler Spence]

Can you try out the following command?  service-module integrated-service-engine 0/0 reload  You should see output as follows:

UC500#service-module integrated-Service-Engine 0/0 reload
Do you want to proceed with reload?[confirm]
Trying to reload Service Module Integrated-Service-Engine0/0.

Then try another status check and see if the output matches this:

UC500#service-module integrated-Service-Engine 0/0 status
Service Module is Cisco Integrated-Service-Engine0/0
Service Module supports session via TTY line 2
Service Module is trying to recover from reset/shutdown
Service Module heartbeat-reset is enabled
Service Module status is not available

[JONATAN_HEC]

Yes i tried the command

service-module integrated-Service-Engine 0/0 reload

and After a long while it says the same

UC520#service-module integrated-service-engine 0/0 status
Service Module is Cisco Integrated-Service-Engine0/0
Service Module supports session via TTY line 2
Service Module is failed
Service Module status is not available

[Skyler Spence]

Ok then, try using "reset" instead of "reload", this will hardware reset the module.  Wait just a minute (not a long while) and try to session in again.

[JONATAN_HEC]

i use the reset command and after a minute

i use the session command and the result was the same it stop as follow:

                Welcome to Cisco Service Engine

Wed May 20 17:30:00 PDT 2009

********** rc.aesop ****************
rsrc_file:/etc/freddo_rsrc_file
Populating resource values from /etc/freddo_rsrc_file
rsrc_file:/etc/default_rsrc_file
Populating resource values from /etc/default_rsrc_file
rsrc_file:/etc/products/cue/default_rsrc_file
Populating resource values from /etc/products/cue/default_rsrc_file
entry : change cli_server:standalone:int32:0
rsrc_file:/etc/products/cue/freddo_rsrc_file
Populating resource values from /etc/products/cue/freddo_rsrc_file
lcp: .3 COMPLETED
lcs: .3 STARTED
start_next_phase .3
main sub_phase:  3
nsp phase_file:  /bin/installer_phase_steps

at the same time by telnet it says

UC520#service-module integrated-service-engine 0/0 status
Service Module is Cisco Integrated-Service-Engine0/0
Service Module supports session via TTY line 2
Service Module is trying to recover from reset/shutdown
Service Module status is not available

and after a couple minutes it says

UC520#service-module integrated-service-engine 0/0 status
Service Module is Cisco Integrated-Service-Engine0/0
Service Module supports session via TTY line 2
Service Module is failed
Service Module status is not available

[Skyler Spence]

So you are saying that you ARE able to session into CUE directly following a reload command?  But when you do it displays what you posted and then when it reaches the lines

Populating resource values from /etc/products/cue/freddo_rsrc_file
lcp: .3 COMPLETED

lcs: .3 STARTED
start_next_phase .3
main sub_phase:  3
nsp phase_file:  /bin/installer_phase_steps

it kicks you back out.  Am I correct?  If this is the case then perhaps CUE did not install successfully last time you upgraded.  Elvind's suggestion seems to be the correct course of action, but given the difficulty of manually installing CUE through CLI I highly recommend opening a TAC case so that someone can guide you through the process.  If you choose to follow the steps outlined in the document elvind linked to by yourself, please post your questions here.

[JONATAN_HEC]

Thank everyone,

I reinstall CUE manually using my Pc as TFTP server and using boot helper, it take me a long time cause i was using a wrong config, but i found the document attached and i used this configuration and it works

IP Address: 10.1.10.1

Subnet Mask: 255.255.255.252

TFTP Server: 192.168.10.11

Gateway: 10.1.10.2

Default Helper File: cue-vm-installer-k9.ise.7.0.3

Ethernet interface: Internal

Default Boot: Disk

Now CUE its running, i update the CCA to 2.0 and it looks great

So i hope it works everthing fine,

Thanks to everbody again !!!!

[sethschmautz]

Jonatan,

This document saved me getting the TAC involved for a project that I'm currently working on.  The CUE module hung when upgrading to 8.0.0 via CCA 2.2 and when I restarted the unit, CUE was broken.  Thanks for posting this, I saved a copy of the document.

Thanks,

Seth

[eljose_lol]

Thanks very much!!!!

[m.junghage]

Hi, I'm hijacking the thread with a similar problem.

Unboxed a brand new UC520 today, started with updating IOS to latest version and downloaded CCA 2.0 to get all the nice features for tomorrows install.

The problem started when I tried to upgrade the CUE using the CCA, after selecting the right files and language. (At this point there's only 12 MB left on the flash card.)

After I hit upgrade it shows "Backing up CUE" or something similar. Four minutes in it failes. I deleted the old IOS to make more room to make sure that the lack of space was'nt the error. I tried again and got the same error. Going to try with a 1 GB card if it makes a difference.

Am I doing something wrong? And why is it so difficult to update this box?

Thanks!

[Marcos Hernandez]

Can you try to upgrade the CUE module and once you are done then try the localization?

Thanks,

Marcos

[m.junghage]

Thanks for the reply!

Nothing worked, so I formated a 1 gb and did a fresh install with  UC520-7.0.3.zip then it was a walk in the park.

Don't really understand the choice of 128 mb cards since they cause so much headache.

[JONATAN_HEC]

Hi Junghage,

you can see if CUE is running using telnet or console:

service-module integrated-service-engine 0/0 status

and if its enabled you can try upgrade again using CCA upgrading only CUE first, if not enabled you can reinstalling CUE manually but it is not easy.