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Unity integrated with Exchange 2010 - Users receive "Your messages are not available"
Updated October 26th, 2010
This is a new issue being investigated by Cisco and Microsoft, please check back for additional details as they become available.
A Cisco defect, CSCti70702, has been created to track this, but the problem has been found to be with the Microsoft CDO software that Unity leverages to connect to Exchange. The Microsoft KB article tracking this issue is KB 2405611. Microsoft released a patch on 10/25 that should resolve this. They are still in the process of updating their documentation, but the patch is available for download at the following URL:
Please see details below under the Solution heading for upgrade and verification procedures.
Cisco Unity 5.0(1), 7.0(2), and 8.0(3) integrated with one or more Microsoft Exchange 2010 servers
Users with mailboxes on an Exchange 2010 server that dial in to Unity to check their messages may intermittently hear the prompt "Your messages are not available". Upon calling back in, the user is then able to listen to their messages. Please note that the nature of this problem makes it intermittent. If a user receives this message everytime they call in, it is unlikely they are encountering this issue.
The windows application event log on the Unity server will contain errors similar to the following:
Event Type: Error Event Source: CiscoUnity_MALEx Event Category: Error Event ID: 30020 Date: 8/26/2010 Time: 9:07:35 AM User: N/A Computer: UNITY Description: An attempt to create a search-result folder for account cn=jdoe,cn=Recipients,ou=First Administrative Group,o=company has failed. The MAPI subsystem returned the following error: 80040115.
This is typically an indication of configuration issues with Unity, Exchange, or the MAPI subsystem.
Additionally, the similar WAV errors to the one below may be seen interspersed throughout the application log:
EXPLANATION: A serious failure has occurred on port 4 during wav media processing. Depending upon the severity of the failure, parties on this call could experience unexpected behavior or be disconnected. In some cases, further calls on this port will not be handled correctly.
TECHNICAL DETAILS: Thread 0x00001420 had a Failure on Port 4 in AvWav
The specific errors may vary slightly, but most will include the error return code "80040115". A packet capture taken at the time that the end user symptoms are observed can also be used to verify that this specific issue is being encountered. If a capture filter must be applied, ensure that it includes all traffic between the active Unity server and all CAS servers. Use one of the following view filters, depending on what application you are using:
Wireshark: dcerpc.pkt_type == 19 or dcerpc.cn_status == 0x1c00001a
If you observe the end user symptoms (callers intermittently hear "Your messages are not available now"), the event log entries, and the above packet capture filters identify suspect traffic, it is save to assume you are encountering this issue. Matching a single symptom is not sufficient evidence to conclude this issue is occurring.
A problem has been identified with the Microsoft CDO library that Unity uses to communicate with Exchange 2010. This is documented in Microsoft KB article 2405611:
This is an updated version of the Microsoft Exchange CDO tools that Unity leverages to communicate with Exchange. The patch only needs to be applied to your Unity server(s). To verify that the patch has been applied, please download the latest version of the Gather Unity System Info tool and verify that the output under "Environment Information" is similar to the following (note that older versions of GUSI may not properly detect the version):
If the version is anything prior to 6.5.8190.0, you are running a version that is vulnerable to this condition. To apply the upgrade:
1. Right click on Unity icon in task bar and select "Stop Unity" 2. Go to the Add/Remove Programs Control Panel and uninstall the current version of CDO ("Messaging API and Collaboration Data Objects 1.2.1") 3. Run ExchangeMapiCdo.msi from the patch to apply the updated version. 4. Reboot the server 5. Launch the Gather Unity System Info tool and verify the output shows the updated version.
Note that due to the intermittent nature of this problem, it is difficult for Cisco to fully verify internally. To date, all customers that have been confirmed to be encountering the symptoms described above have had their problems resolved by the application of this patch. If you continue to encounter the same difficulties after applying the patch, please contact Cisco TAC and reference this article and defect CSCti70702.