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In the Cisco Unity 4.2(1), the Cisco Unity server hangs when attempts are made to log on through the System Administrator Web Access

Core Issue

The use of the web interface on a Cisco Unity 4.2.1 with failover causes a prompt to appear in the Microsoft Internet Information Services (IIS) authentication window. After this window appears, the page goes blank and freezes. When this happens, use Virtual Network Computing (VNC) in order to connect to the Cisco Unity server and reset the IIS. This is the only way to re-enable the web interface. The IIS reset fixes the issue for a while.

Resolution

This issue is documented in Cisco bug ID CSCsf26335.

In order to workaround this issue, complete these steps:

  1. Restart the IIS World Wide Web Publishing Service through the Services Microsoft ManageMMC snap-in.

  2. If the inetinfo.exe file does not restart with that method, use kill.exe in the commserver directory in order to kill the process.

    Note: These files are located in c:\commserver\inetinfo.exe and c:\commserver\kill.exe, respectively.

  3. It should automatically restart, but if it does not, start the World Wide Web Publishing Service through the Services MMC snap-in.

In order to resolve this issue, install one of these Engineering Special (ES) patches on the Cisco Unity server:

  • 52   
  • 56   

Open a case with Cisco Technical Support with the TAC Service Request Tool in order to obtain an appropriate Engineering Special patch.

Version history
Revision #:
1 of 1
Last update:
‎06-22-2009 05:29 PM
Updated by: