Error trying to upgrade to 7.0.2

Unanswered Question
Apr 16th, 2009

when I try to upgrade with the cca I get this error.  "cannot retrieve CUE version information"

dont know what to do next

im using cca 1.9.1

can anybody help ?

I have this problem too.
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Steven Smith Thu, 04/16/2009 - 13:06

open up a command prompt and try...

service-module integrated-Service-Engine 0/0 session clear

If that doesn't do it, can you make calls in CUE?  Access VM and AA?

If not, you could try this.

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

Both commands are from the routers prompt.

billyg900 Fri, 04/17/2009 - 05:21

steven,  i cant access the vm or AA,

so I ran the reset command, and still no luck

anything else i could try?

Steven Smith Fri, 04/17/2009 - 08:01

Try shutting down the module first.

service-module integrated-Service-Engine 0/0 shutdown
then do the reset command.  let me know how that works for you.


I too am having the same error when attempting to upgrade the system. I have tried shutting down and resetting. I am just trying to Factory default this system to allow me to upgrade it to a 16 user system and then set it up for a small business locally. The system says it cannot default because the "Current Factory defaults configuration and software packages on this device are out of sync. Prior to restoring the factory defaults, you must download the newer version of the software package from To install the newer version of the software package on the device, use Maintenance > Software Upgrade ?> all" However once downloaded the error : Upgrade Settings box comes up and says "Cannot retrieve CUE version information."

I know I have an idea! This thing will fit in the garbage can next to my DESK!

Ok that out of the way. I really could use some help I cannot seem to locate any information about how to get around this problem.

Any assistance would be great.


Oh I am not upgrading to 7.0.2 but the newer 7.1.0 but the error is the same with either version.


Marcos Hernandez Fri, 04/17/2009 - 15:06


I am sorry to hear you are having this many issues. Can you please send me the contents of the following file (CCA folder):

..\Cisco Configuration Assistant\startup\

We will work with you to resolve this.

Marcos Hernandez
Technical Marketing Engineer
Cisco Systems, Inc.

billyg900 Mon, 04/20/2009 - 04:52

I also tried to reset to factory, and am having exactly the same problem that JON is...

We are basically at a point that we cant do anything

ill attach my startup properties file

Please Help!

Marcos Hernandez Mon, 04/20/2009 - 11:59

Can you please open a TAC case and send me the number? We are trying to formally track this through our Technical Support.


Marcos Hernandez
Technical Marketing Engineer
Cisco Systems, Inc.

Marcos Hernandez Tue, 04/21/2009 - 11:57

I wanted to update the thread here. We have TAC cases opened and are currently investigating what might be causing this. In at least one instance, using CCA 1.8 to upgrade did the trick. In another instance, the problem is with the CUE module.

I will add more comments as we make progress with the cases.



billyg900 Wed, 04/22/2009 - 07:35

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

devilsfire Wed, 06/24/2009 - 23:41

Hi, I"m having the same issue. Can you tell me what IP to allow into what access list so I can try this resolution?

devilsfire Mon, 06/29/2009 - 00:09

Thanks Marcos, any idea on which ACL I need to edit? I currently have the following ACLs applied to the following interfaces:

interface loopback0
  ip access-group 101 in
interface BVI1
  ip access-group 102 in
interface BVI100
  ip access-group 103 in
interface FastEthernet0/0
  ip access-group 104 in
interface Integrated-Service-Engine0/0
  ** No ACL applied

Your help is much appreciated.

Thanks! :)

Marcos Hernandez Mon, 06/29/2009 - 06:26

These are all the default ACL's. I don't think your problem is with them, but make sure that all of them allow

Can you please include a CCA log while you do the upgrade?

C:\Program Files\Cisco Systems\CiscoSMB\Cisco Configuration Assistant\Application_Log_xx


Marcos Hernandez
Technical Marketing Engineer
Cisco Systems, Inc.


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