Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

messages not being received

I have Unity 3.1.3 with Exhchange 5.5, all of a sudden voicemails are not being received. I have checked the Event Services and get the following error:


SendUMRmessages()returned [0x80040920] on line 66 of file e:\views\Unity3.1.2.41\un_Conv3\Unity\UMR\AvUMRSyncSvr\UMRThread.cpp

Cisco Employee

Re: messages not being received

Sounds like you could be hitting CSCae05933. By default in 3.1(3) you can still run into the situation where messages are "backed up" in the \commserver\UnityMTA directory. If you go look in that directory, I'll be you see a bunch of messages in there. The release notes for the above bug have the work around for this:


CSV import of subscribers may contain spaces after the last name or first

name. Where the example "Last ,First ,1234" shows spaces after First and

Last names when the following is expected "Last,First,1234"

Messages in the MTA directory may not all have the condition. Only one

message with the condition will cause all others to remain in the UnityMTA

without delivery. See workarounds below.


To correct the CSV files before import, find and replace any string like

" ," (no quotes) with "," (no quotes).

If subscribers have been imported and message delivery is failing:

Per CSCdw41721

If you are running Unity 3.0(4) or Unity 3.1(3), you can add a registry key to


the automatic moving of blocking messages to a specified directory for

undeliverable messages.

To enable this do the following (assumes Unity is installed on C:, modify the

drive letter as needed):

1) Stop AvUmrSyncSvr service

2) Create a directory called Failed in c:\Commserver\unityMTA

3) Run regedit and add the following registry key:

HKLM/Software/ActiveVoice/UnityUMR/1.0/MtaFailedPath =


4) Start AvUmrSyncSvr service

With this key in place, whenever a message is moved to the failed directory,

an information message will appear in the application event viewer. This

information should be used to repair or recreate the accounts of the


of the failed messages.

If this fix is not available in your version of Cisco Unity, use the


below to prevent the problem from happening again after it is discovered on

your Unity system:

1. Go to the MTA directory (located in \Commserver\unityMTA.) Move all of the

messages (including each messages associated text file) in this directory to

another directory, then move each message and associated text file

back to the UnityMTA directory one at a time, stopping and starting the

AvUMRSyncSvr service each time. You will see which messages are

delivered and which are causing the problem. Remove these undeliverable message

(s) from the MTA directory.

2. Determine the affected subscriber(s) from Step 1, and repair or recreate

their account(s) on Cisco Unity. Possible causes include no Exhchange mail

box, or a failed import during a 2.4.6 upgrade.

As the subscribers imported with the condition above have messages appear

in the failed directory, delete and recreate these accounts. If several

accounts exist, creating another CSV file without the spaces after the name

will allow a faster import.