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In the event that the UC 500 CUE loads in the boot helper state or experiences a continuous reboot behavior you may need to use the boot helper method to install a fresh version of the CUE software onto the CUE flash. The procedure below will assit you in doing this.

Note that you will need to modify certain parameters such as: your TFTP IP address, language choices and installed applications depending on your own circumstances.

The worst case scenario is that your CUE is rebooting constantly and you need to break the boot cycle before beginning recovery.

If your system is already at the boot loader prompt you can follow the FTP/TFTP instructions and begin at step 1.

UC500 Boot Loader Recovery Steps

Prepare FTP/TFTP Server:

You will need both a FTP and TFTP server running on your laptop.

You will also need to extract the CUE .pkg and prt1 files.

Here's how to do that:

Obtain the zip file of the full software pack for your UC500 platform.

I'll use the 8.0.4 software pack for a UC540:

Unzip the software pack - there will be a CUE zip file, in my case:

Unzip the CUE file into its own folder: C:\SCUE-UC500-8.0.2

All the pkg, prt1 and associated files are now available.

Configure your FTP/TFTP server so that the root directory points to where you just unzipped the CUE files: C:\SCUE-UC500-8.0.2

You may need to configure a FTP user account in your FTP server software. I used cue/cuecue as my username/password.

If you CUE is booting continously, you will need to break the cycle and force it to boot helper mode.

Here's how to do that:
Establish a session to the CUE:
UC540#service-module integrated-Service-Engine 0/0 sess

Exit back to the IOS
Use Ctrl-Shift-x, 6 to return to IOS CLI

Reset the CUE:
UC540#service-module integrated-Service-Engine 0/0 reset

Access the CUE again:
Press the enter key to resume the suspended session
Then at the following prompt enter: ***

Please enter '***' to change boot configuration: ***

1. Run the config command and identify the CUE installer file

ServicesEngine boot-loader> config
   IP Address [] > (this is the default address of the CUE) 

  Subnet Mask [] >
   TFTP Server [] > (this is the address of your PC)
   Gateway [] >
   Default Helper-file [ cue-installer.uc500.8.0.2] > cue-installer.uc500.8.0.2 (this is the installer file specific to your CUE package)
   Ethernet Interface [internal] [internal] >internal
   Default Boot [none|helper|disk] [disk] >disk
   Default Bootloader [primary|secondary] [primary] >primary
Erasing Flash...
. done
Erased 1 sectors
Writing to Flash...
64 Kbdone

2. Run the boot helper command

ServicesEngine boot-loader> boot helper
bl_boot_helper_cmd tftpboot 0x4000000 cue-installer.uc500.8.0.2
Using internal device
TFTP from server; our IP address is; sending through gateway
Filename 'cue-installer.uc500.8.0.2'.
Load address: 0x4000000
Loading: #################################################################
<Output Omitted>

3. At the Service Helper Menu select choice 1

         Welcome to Cisco Systems Service Engine Helper Software
Please select from the following
1       Install software
2       Reload module
3       Disk cleanup
(Type '?' at any time for help)
Choice: 1

4. Identify the package file and FTP user/pasword

Choice: 1
Package name: cue-main.uc500.8.0.2.pkg (this main file is specific to your version)
Server url: <>
Username: cue

Downloading ftp cue-main.uc500.8.0.2.pkg
Bytes downloaded :  3464

Validating package signature ... done
  - Parsing package manifest files... complete.
No installed manifests found.
  - Checking Package dependencies... complete.

Downloading ftp cue-vm-k9.uc500.8.0.2.pkg
Bytes downloaded :  261415

Validating package signature ... done
  - Parsing package manifest files... complete.
  - Checking Package dependencies... complete.

Downloading ftp cue-apps.uc500.8.0.2.pkg
Bytes downloaded :  21673

Validating package signature ... Done

5. Continue with wiping of CUE flash

WARNING:: Software installation will clear disk contents
Continue [n]? y

6. Select Languages

Maximum 2 language add-ons allowed for this platform.
Please select language(s) to install from the following list:

Language Installation Menu:

  #  Selected   SKU     Language Name (version)
  1            ITA     CUE Voicemail Italian (8.0.2)
  2            ESP     CUE Voicemail European Spanish (8.0.2)
  3            ENU     CUE Voicemail US English (8.0.2)
  4            ESO     CUE Voicemail Latin American Spanish (8.0.2)
  5            FRA     CUE Voicemail European French (8.0.2)
  6            ESM     CUE Voicemail Mexican Spanish (8.0.2)
  7            ARA     CUE Voicemail Arabic (8.0.2)
  8            NLD     CUE Voicemail Dutch (8.0.2)
  9            SVE     CUE Voicemail Swedish (8.0.2)
10            NOR     CUE Voicemail Norwegian (8.0.2)
11            FRC     CUE Voicemail Canadian French (8.0.2)
12            PTG     CUE Voicemail Portuguese (8.0.2)
13            TUR     CUE Voicemail Turkish (8.0.2)
14            HUN     CUE Voicemail Hungarian (8.0.2)
15            ENG     CUE Voicemail UK English (8.0.2)
16            DEU     CUE Voicemail German (8.0.2)
17            DAN     CUE Voicemail Danish (8.0.2)
18            PTB     CUE Voicemail Brazilian Portuguese (8.0.2)
19            KOR     CUE Voicemail Korean (8.0.2)
20            CHS     CUE Voicemail Mandarin Chinese (8.0.2)
21            JPN     CUE Voicemail Japanese (8.0.2)
22            RUS     CUE Voicemail Russian (8.0.2)

Available commands are:
# - enter the number for the language to select one
r # - remove the language for given #
i # - more information about the language for given #
x - Done with language selection

Enter Command:3 (choose the appropriate language for your installation)

and then

Enter Command:x

7. Unselect applications (if any) that you do not want to install

Please unselect application(s) that you don't want to install.
All the selected application(s) in the following list will be installed by default.

Application Installation Menu:

  #  Selected   SKU     Application Name (version)
  1      *     ISS     PhoneConnect (7.0.0)
  2      *     HRB     Monitor Agent (7.0.0)
  3      *     TCV     TimeCardView (8.0.2)

Available commands are:
# - enter the number for the application to select one
a - select all the applications
r # - remove the application for given #
r a - remove all applications
i # - more information about the application for given #
x - Done with application selection

Enter Command:x

8. Allow the system to reboot normally

shutdown: unmounting all file systems
Please stand by Restarting system.

Cisco BootMon Version: 1.0.3
  (Jul 27 2007 - 10:41:10) MPC83XX

Bootmon starts
Bootmon: cold reset.
System now booting.
Bootmon: reading primary bootloader image
Bootmon: calling bootloader

Cisco ServiceEngine Bootloader Version: 1.0.3
  (Jul  6 2007 - 10:15:37) MPC83XX

Resetting devices ....Done.
mac address for internal ethernet d0:d0:fd:6b:1d:de

Please enter '***' to change boot configuration:

<Output Omitted>

  Waiting 278 ...

Creating default Administrator account...

9. Confirm you are at the expected software version:

se-10-1-10-1# show software versions
Cisco Unity Express version (8.0.2)
Technical Support: <>  Copyright (c) 1986-2010 by Cisco Systems, Inc.


  - TimeCardView version  8.0.2
  - PhoneConnect version  7.0.0
  - CUE Voicemail Language Support version  8.0.2
  - Monitor Agent version  7.0.0
  - Madrox Multi-app Support version  8.0.2


10. You are back in control of your CUE, if this was a production system you could now restore your last working production config.


Venkata Naveen Chapa
Cisco Employee
Cisco Employee

Great work. We need to be paitent enoguh for the entire process. It takes more than half an hour to get completed.

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