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Unable to log into the Web Admin page on the Cisco CallManager 4.x subscriber server, and RTMT CodeYellowExit alarms appear as well as ASP Errors in the Application Event Logs

Core Issue

Can not access the Web Admin service on the Cisco CallManager subscriber server, and Real-Time Monitoring Tool (RTMT) alerts occur as well as errors in the Application Event Logs.

These CodeYellow Exits Alarms are received from the RTMT:

  • CallManager RTMT Alert From 20:24:41  05/02/2007 to 08:27:15  05/03/2007
    on node x.x.x.x, there are 1 CodeYellowEntry alarms and 1
    CodeYellowExit alarms received. At 08:25:20 on 05/03/2007, the last
    CodeYellowEntry alarm generated:
    CodeYellowEntry
    AverageDelay : 28708
    EntryLatency : 20
    ExitLatency : 8
    SampleSize : 10
    TotalCodeYellowEntry : 14
    HighPriorityQueueDepth : 0
    NodeID : x.x.x.x

  • Taiwan CallManager RTMT Alert From 07:47:15  05/02/2007 to 20:24:41
    05/02/2007 on node x.x.x.x, there are 1 CodeYellowEntry alarms and
    1 CodeYellowExit alarms received. At 20:23:56 on 05/02/2007, the last
    CodeYellowEntry alarm generated:
    CodeYellowEntry
    AverageDelay : 5473
    EntryLatency : 20
    ExitLatency : 8
    SampleSize : 10
    TotalCodeYellowEntry : 13
    HighPriorityQueueDepth : 2
    NodeID : x.x.x.x

    x.x.x.x - Subscriber IP Address

On the Cisco CallManager subscriber server, it is not possible to access the CCMAdmin Page, and these Asynchronous Transfer Mode (ATM) switch processor (ASP) errors appear in the Application Event Log when an attempt is made to access the Admin Page:

  • Event Type: Error
    Event Source: Active Server Pages
    Event Category: None
    Event ID: 5
    Date:
    Time: 
    User: N/A
    Computer:
    Description: Error: File /ccmadmin/default.asp  Unexpected error. A trappable error (C0000005) occurred in an external object.  The script cannot continue running.

  • Event Type: Error
    Event Source: Active Server Pages
    Event Category: None
    Event ID: 5
    Date:
    Time:
    User: N/A
    Computer:
    Description: Error: File /ccmadmin/default.asp  Script Engine Exception. A ScriptEngine threw expection 'C0000005' in  'IActiveScriptParse::ParseScriptText()' from 'CActiveScriptEngine::AddScriptlet()'.
    For additional information specific to this message please visit the Microsoft Online Support

Resolution

In order to resolve this issue, complete these steps:

  1. Scan the server for viruses in order to eliminate the possibility that this issue is caused by a virus. If this causes high CPU, do it when the traffic is low.

  2. Run the AdminUtility tool on the publisher in order to reset the Cisco service accounts password.

    It is necessary to know the old private phrase in order to reset. If a new one is entered, it sets to the new one.

    Also, make sure Antivirus software is disabled as well as CSA before this tool is run. In order to avoid the possibility that the password is out of sync, which can lead to permission issues that can cause the issue related to access of the CCMAdmin Page.

    The AdminUtility tool must be run after hours because this stops a few services that process calls.

  3. Disable Network Identification Card (NIC) teaming, only use one NIC at this stage.

  4. Reboot the servers in the cluster, publisher first and then the subscribers one by one.

Refer to Cisco CallManager Administration Web Page Can't Be Displayed for other possible reasons for the Cisco CallManager Administration web page not to be displayed or give an error. It also shows the typical symptoms and how to recover from each situation.

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