Problem with Cisco Unified Serviceability CUCM 6.1.2

j.horner · ‎08-17-2008

When I access

Service Activation

Control Center Feature Services

Control Center Network Services

under Cisco Unified Serviceability I get an error â€œConnection to the Server cannot be established(Unknown Error)â€ when I select to access the services on the Subscriber from the Publisher.

I can access the services when I'm logged into the Subscriber but I get the same message if I try to access the services on the Publisher in the other direction.

I have checked replication and I'm getting a good status of 2 for each of my servers and I can't find any outstanding errors.

Does anyone know of a fix for this problem?

Thanks

Jim

espereir · ‎08-17-2008

Hello Jim,

I have seen this issue before and it was because the security password was not synchronized, have you checked the security password? Servers in a cluster use the Security password to authenticate communication between servers. Please follow these steps in order to reset it:

To change the Security password, use the set password security CLI command or reset the password from the console.

Step 1 Change the security password on the publisher server (first node) and then reboot the server (node).

Step 2 Change the security password on all the subsequent servers/nodes to the password created in Step 1 and restart subsequent nodes, including application servers, to propagate the password change.

Reference link:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/rel_notes/6_1_2/cucm-rel_note-612.html#wp425636

Hope this helps and please let us know how it goes!!!

j.horner · ‎08-18-2008

Esteban,

I tried what you suggested and I still have the same problem.

What confuses me is that my replication is fine and under "Unified CM Administration" I can access both servers under System -> Service Parameters.

I might have to open a TAC case on this one.

Thanks,

Jim

espereir · ‎08-18-2008

Not sure about this, just one quick question: have you restarted the cluster after the security password change?

In addition, could you please attach the CLI output of the following commad:

utils service list

Thanks!

j.horner · ‎08-18-2008

Esteban,

Thanks for the suggestion.

I think that you forgot that I'm running 6.1.2.

Thanks,

Jim

espereir · ‎08-18-2008

Hey Jim,

That is right, I was thinking on another post, and I realized after posting but I changed it right away ;). Just send us the output of a "utils service list" CLI command in order to see if all the required services are running.

Thanks!

j.horner · ‎08-18-2008

Esteban,

Here it is. Hope you see something that I don't.

Thanks

Jim

espereir · ‎08-18-2008

Hello Jim,

Thanks for the update, I was researching on this issue and I think that the system is affected by a known defect:

CSCsm76734 / CSCsk39036: CCMAdministrator authentication failure after upgrade from 4.x / Need to Assign "StandardRealTimeAndTraceCollection" usergroup to user

Symptom: CCM Administrator cannot access the serviceability page for Sub from Pub Admin page and vice-versa

Workaround:

- Goto Application User under User Management.

- Click on the Administrator UserID.

- Scroll down the page.

- Click on Add to User Group.

- Assign the "Standard RealtimeAndTraceCollection"

- Click on "Save".

You can check those bug details at this link:

http://tools.cisco.com/Support/BugToolKit

Then reboot the servers (Pub first, then Sub) and if that does not work, I am afraid that you will need to upgrade CUCM to ES 6.1.2.1108-1 or higher, if that is the case, please open up a TAC case in order to get the upgrade file.

Hope this helps!

j.horner · ‎08-18-2008

Esteban,

Thanks for sticking with me.

I'm not in the office right now but I will try the fix first thing in the morning and I'll let you know.

Thanks Again,

Jim

espereir · ‎08-18-2008

Jim,

Thanks for the update and you are welcome. Please keep us posted!

Esteban

j.horner · ‎08-19-2008

Esteban,

The bad news is the fix didn't work.

The good news is that it set me in the right direction. I found out that there was enduser account named administrator that was conflicting with the application user account administrator.

I deleted the end user account and everthing is working fine.

Thanks for all of your help. :)

Jim

espereir · ‎08-19-2008

Those are great news Jim, and you are welcome!

Have a nice day!

jmecklenburg · ‎09-06-2008

Hi..

I have the same problem and your post fix my problem!

thanks!

fixie rider

egua5261 · ‎09-25-2008

Thanks Guys, i had the exact same problem and fixed it by deleting the administrator account under end users as suggested here.

Cheers,

Esteban

vmilanov · ‎03-15-2009

Hi guys,

I have just faced the same problem, i.e. I can not activate any service. It is a single UCM node, only the publisher. Originally installed 6.1.2.1000-13 and later upgraded to 6.1.2.1112-2.

Looked for overlapping end-user with the name of the administrator user, but there was none.

Thing that I found confusing is that there are two roles (I don't know if they both were there before the upgrade) with the same role names - 'Standard SERVICEABILITY Administration', but with diff applications. First one says 'Cisco Call Manager Serviceability' and has full R&W rights for the role on a set of resources, the second one has 'Cisco Call Manager Administration' under the Application column, and has very limited R&W rights (read & update of the Plugins web page) and a very different set of resources.

When I viewed the resource list of the administrator user for the 'Standard SERVICEABILITY Administration' role, the second role I mentioned above revealed.

Might this be causing the problem?

Regards,

Vasil