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Troubleshooting CME/CUE GUI issues

Step-by-step troubleshooting of CME/CUE GUI issues.

This applies to:

a. Cannot access the GUI.

b. When we access the CUE GUI, a message is seen "lost contact to host" when accessing the extensions etc.

c. A grey window while accessing the CME GUI with "view window" written on the screen.

d. "Login to Call Manager Express failed"

Steps:

1. Make sure that the following files are in flash:

80  -rw-        3987  Aug 28 2009 01:22:30 -05:00  admin_user.html
   81  -rw-      650596  Aug 28 2009 01:22:34 -05:00  admin_user.js
   82  -rw-        1029  Aug 28 2009 01:22:34 -05:00  CiscoLogo.gif
   83  -rw-         617  Aug 28 2009 01:22:34 -05:00  CME_GUI_README.TXT
   84  -rw-         953  Aug 28 2009 01:22:36 -05:00  Delete.gif
   85  -rw-       16344  Aug 28 2009 01:22:36 -05:00  dom.js
   86  -rw-         864  Aug 28 2009 01:22:36 -05:00  downarrow.gif
   87  -rw-        6146  Aug 28 2009 01:22:38 -05:00  ephone_admin.html
   88  -rw-        4558  Aug 28 2009 01:22:38 -05:00  logohome.gif
   89  -rw-        3866  Aug 28 2009 01:22:38 -05:00  normal_user.html
   90  -rw-       78428  Aug 28 2009 01:22:38 -05:00  normal_user.js
   91  -rw-        1347  Aug 28 2009 01:22:40 -05:00  Plus.gif
   92  -rw-         843  Aug 28 2009 01:22:40 -05:00  sxiconad.gif
   93  -rw-         174  Aug 28 2009 01:22:40 -05:00  Tab.gif
   94  -rw-        2431  Aug 28 2009 01:22:42 -05:00  telephony_service.html
   95  -rw-         870  Aug 28 2009 01:22:42 -05:00  uparrow.gif
   96  -rw-        9968  Aug 28 2009 01:22:42 -05:00  xml-test.html
   97  -rw-        3412  Aug 28 2009 01:22:42 -05:00  xml.template
   98  drw-           0  Jul 16 2009 08:43:58 -05:00  sn

2. The following commands should be there in the router configuration:

ip http server
ip http authentication local
ip http secure-server
ip http path flash:

3. Remove any ACLs that may be applied on the interfaces (in particular the ACLs applied on the Service Engine interface, the ip unnumbered interface and the voice/data vlans). Also remove an access group that MAY be applied on the router configuration. It should look like "ip http access-class".

4. Do a "show flash". If the GUI files are in a folder (usually called gui) then the last command in step 2 will need to be

ip http path flash:/<folder name>

5. Check pings between the CME and the CUE and between the CUE and the computer in use. If required, you may need to add a static route on the computer in use. Given below is a sample configuration and the corresponding route that I needed to add on my computer in order to access the CUE GUI:

interface Loopback0
description $FW_INSIDE$
ip address 10.1.10.2 255.255.255.252
ip virtual-reassembly

!

interface Integrated-Service-Engine0/0
ip unnumbered Loopback0
ip virtual-reassembly
service-module ip address 10.1.10.1 255.255.255.252
service-module ip default-gateway 10.1.10.2

!

telephony-service

ip source-address 10.1.1.1 port 2000 secondary 192.168.4.80

My computer's IP address details:


Ethernet adapter Wireless Network Connection 2:

        Connection-specific DNS Suffix  . :
        IP Address. . . . . . . . . . . . : 10.1.1.17
        Subnet Mask . . . . . . . . . . . : 255.255.255.0
        Default Gateway . . . . . . . . . : 10.1.1.1

Over here, pings to the CUE don't work and hence I cannot access the GUI:

C:\>ping 10.1.10.1

Pinging 10.1.10.1 with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 10.1.10.1:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Hence, I added the following route on my computer and pings worked:

C:\>route add 10.1.10.1 mask 255.255.255.255 10.1.1.1 -p

C:\>ping 10.1.10.1

Pinging 10.1.10.1 with 32 bytes of data:

Reply from 10.1.10.1: bytes=32 time=10ms TTL=63
Reply from 10.1.10.1: bytes=32 time=6ms TTL=63
Reply from 10.1.10.1: bytes=32 time=6ms TTL=63
Reply from 10.1.10.1: bytes=32 time=6ms TTL=63

Ping statistics for 10.1.10.1:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 6ms, Maximum = 10ms, Average = 7ms

Similarly, make sure that you can ping from the CUE to the computer.

6. Make sure that the correct GUI file versions are being used.

7. Ensure that there isn't a firewall blocking traffic (ASA/PIX or a PC firewall).

Version history
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Last update:
‎12-03-2009 04:49 AM
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