Re: MAPI Logon Error (21)

admin_2 · ‎04-02-2002

Using Unity 3.1 and Personal Assistant I call PA and enter the credentials for user A. Logs in and says "voicemail" goes to Voicemail with no problem. I call PA and enter the credentials for user B. Logs in and says "voicemail" goes to Voicemail but says cannot access sending to main greeting. The error I receive for user B is: 13407: Apr 01 18:56:49.930 EST %PA-SS_PA_MAIL-6-INFO:MAPI trace is enabled 13408: Apr 01 18:56:50.727 EST %PA-SS_PA_MAIL-6-INFO:Session Id :522352360, Error Code :21 13409: Apr 01 18:56:50.727 EST %PA-PASpeech-6-INFO:4006: Unity Error: MAPI Logon Error(error code 21) 13410: Apr 01 18:56:50.727 EST %PA-PASpeech-6-INFO:4006: PAVmailDialog: isLoginOK=false 13411: Apr 01 18:56:50.727 EST %PA-PASpeech-6-INFO:4006: PAVmailDialog: play VMAIL_UNITY_TRANSFER Thanks for any assistance.

Anil Verma · ‎04-02-2002

This forum addresses problems related to Unity and your problem seems to be related to the PA software.
You should raise this on the forum for PA. You can get to it from this page -
http://forum.cisco.com/eforum/servlet/NetProf?page=main

Anil Verma
Cisco Systems
anilve@cisco.com

Report Inappropriate Content · ‎04-02-2002

This does not appear to be a PA only issue...It looks like Unity is rejecting the call not PA. The 2 users I have described both have the same settings as far as I can tell. I would like to know what in Unity to check, due to everything in PA and CM is OK for both users.

Anil Verma · ‎04-03-2002

Well looks like Unity is not able to login into the subscriber. You should check if both the subscribers can be reached through the TUI when you call into Unity. Try to get to the subscriber without using the PA.

Anil Verma
Cisco Systems
anilve@cisco.com

Report Inappropriate Content · ‎04-03-2002

This is only affecting one user, therefore reaching the subscriber should not be an issue.

Anil Verma · ‎04-04-2002

Can you check the event log on the Unity machine to see if there are any messages there?
I have also asked the PA developers about this error. The error says Unity, but is being reported by the PA subsystem. They might be able to shed more light on the issue.

Anil Verma
Cisco Systems
anilve@cisco.com

Anil Verma · ‎04-04-2002

Got a reply from the PA development. Here is what they are looking for -
Could you get the CiscoAvvidMAPI01.log (I am not sure of the exact name)from the PA logs directory? This has more information on what PA is doing to access the Unity mailbox.
Also make sure that all trace/debug flags are enabled.
===========================================================
I do advise putting a post on the PA forum on this issue. They might help you come to a solution must faster.

Anil Verma
Cisco Systems
anilve@cisco.com

Report Inappropriate Content · ‎04-04-2002

First I want to thank you very much for your help.

Here is the log of the call that does not work:

04/04/02 18:21:37: 0: Loading Unity servers
04/04/02 18:21:37: 0: Loading Unity servers ... torclstr1u1
04/04/02 18:21:37: 0: Finding Unity servers ... torclstr1u1
04/04/02 18:21:37: 0: Found Unity server ... 0
04/04/02 18:21:37: 0: Server torclstr1u1 has index 0
04/04/02 18:21:37: 0: Server ID = 0
04/04/02 18:21:37: 0: paRoot = C:\Program Files\Cisco Systems\Personal Assistant
04/04/02 18:21:37: 0: calling Login ...
04/04/02 18:21:37: 0: in Login ... Num servers = 1, serverid = 0
04/04/02 18:21:37: 0: returning Unity server 0, name = torclstr1u1
04/04/02 18:21:37: 0: GetDirectoryInfo: Taking default homeMDB and Spoken name attributes for Ex 2K
04/04/02 18:21:37: 0: Connecting to directory server torclstr1u1.TORAVVID.cisco.com on ldap port 389
04/04/02 18:21:37: 0: LDAP Bind id = Success
04/04/02 18:21:37: 0: userServerDN = /o=First Organization/ou=First Administrative Group/cn=Configuration/cn=Servers/cn=TORCLSTR1U1/cn=Microsoft Private MDB
04/04/02 18:21:37: 0: Get HomeMDBandPIN returned 0, userServerDN = /o=First Organization/ou=First Administrative Group/cn=Configuration/cn=Servers/cn=TORCLSTR1U1/cn=Microsoft Private MDB
04/04/02 18:21:37: 0: MailboxLogon ... 2f711f90 2f9d2170 userMailboxDN = /o=First Organization/ou=First Administrative Group/cn=Recipients/cn=aclose
04/04/02 18:21:37: 526948008: hrMailboxLogon Failed because 80004005
04/04/02 18:21:37: 0: loginErrorCode= 21
04/04/02 18:21:37: 526948008: Error Code: 21 for session 526948008
04/04/02 18:21:37: 526948008: Releasing session 526948008

I will also put this on the PA forum, however, it looks completely unoccupied. It still looks to me that Unity is denying the request.

Thanks!

Eric

Anil Verma · ‎04-05-2002

I talked with a developer for the PA team. He confirmed what I thought. The message says Unity in the error logs, but really Unity never comes into play. PA goes straight to the Exchange database to get the messages.
Interesting thing is that the userid and password PA uses to get to the mailbox is stored on the directory that PA is attached to.
This might be the cause of the problem you are facing. Make sure you check the directory that PA is connecting to to see that it has the right alias and password for the mailbox. If this does not match what you have in Unity and Exchange, you will have problems logging into the mailbox.

Anil Verma
Cisco Systems
anilve@cisco.com

Report Inappropriate Content · ‎04-05-2002

The PA is looking at Cisco's LDAP directory in RTP. The same alias in Unity/exchange/Global Directory and Cisco internal. I have all other users doing this and it is working fine with 5 seperate passwords too. This is the only one that I am aware of that is having the problems. I am thinking of rebuilding his account in unity and crossing my fingers for that to work. Thoughts?

Thanks for all your help thus far.

Anil Verma · ‎04-05-2002

Definetely worth a try. But if that does work, do try and figure out why you had problems earlier.
It might be worth creating a problems report with the Cisco TAC on this. They should be able to help too.

Anil Verma
Cisco Systems
anilve@cisco.com

Anil Verma · ‎04-07-2002

Here is more from the PA development team -

1.Make sure the user's voice mailbox number matches with the user's extension in Cisco CallManager.

2.Check the following three fields .They should match.
a. Email field in corporate directory.
b. Primary Email field in Active Directory for Ex2k and in Exchange Directory for Ex5.5
c. Go to Exchange System Manager.Click on View and then on Choose Columns. Select “Full Mailbox Directory Name” from Hidden Column. The “Full Mailbox Directory Name”for the user mailbox should be something like this:…/CN=Recipients/CN=userid.
In your case it should be "Full MailBox DN" should be /o=First Organization/ou=First Administrative Group/cn=Recipients/cn=aclose for the user.I have also attached a voicemail troubleshooting doc for customer's reference. The problem is not with UNITY. PA directly reads the messages from Exchange Server.

Anil Verma
Cisco Systems
anilve@cisco.com

Report Inappropriate Content · ‎04-08-2002

That looks like the descrepancy. it says CN=aclose1 this should say aclose. How do you change that information in the exchange system manager?

Anil Verma · ‎04-08-2002

I guess you have the wrong alias. You should be able to use the Active Directory Users and Computers to look up the properties for the particular user.

Anil Verma
Cisco Systems
anilve@cisco.com

Report Inappropriate Content · ‎04-08-2002

Yep..had to wax the guy in Unity. Odd how the exchange mailbox used aclose1 instead of the original aclose. Thanks for all the help!