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Cisco Employee

Unity Failsafe Message

I have just installed Unity 3.1(5) and created 3 subscribers. When the subscribers try to login for the first time, they receive the failsafe message - "I’m sorry but the system is unavailable right now, please try later” . All the other extensions get the standard Unity greeeting, but cannot reach these mailboxes either. Has anyone come across this problem or have any idea what would be causing this? Thank in advance, Matt

6 REPLIES
Cisco Employee

Re: Unity Failsafe Message

Set the following traces, reproduce the problem and post the AvCsMgr diag file here, and I'll take a look...

AlCommon -10

Doh - 10

Dal - 10

Sal - 10

New Member

Re: Unity Failsafe Message

When you experience a failsafe situation, always post the app event log messages associated with that failsafe message. In matt's case here, this is what he was getting.

Event Type: Error

Event Source: AvConvMsg_MC

Event Category: (7)

Event ID: 10002

Date: 2/12/2003

Time: 11:11:17 AM

User: N/A

Computer: NY1264

Description:

IAvDohPwPolicyIterator::First returned a NULL pointer on line 1420 of file e:\views\cs_UE3.1.4.39\un_Conv1\AvConvSubscriber\AvConvSubSignInSvr\AvSValidatePwd.cpp

Running conversation SubSignIn on Port 1

Caller's ID from NamedProps : 6050

Event Type: Error

Event Source: AvConvMsg_MC

Event Category: (7)

Event ID: 10002

Date: 2/12/2003

Time: 11:11:17 AM

User: N/A

Computer: NY1264

Description:

GetPwPolicy returned [0x80004005] on line 183 of file e:\views\cs_UE3.1.4.39\un_Conv1\AvConvSubscriber\AvConvSubSignInSvr\AvSValidatePwd.cpp

Running conversation SubSignIn on Port 1

Caller's ID from NamedProps : 6050

adam

Cisco Employee

Re: Unity Failsafe Message

Sounds like a DOH call failed. Set the following traces, reproduce the problem and post the AvCsMgr diag file here, and I'll take a look...

AlCommon -10

Doh - 10

Dal - 10

Sal - 10

Cisco Employee

Re: Unity Failsafe Message

Interesting... the password policy information looks like it's missing somehow which is really odd unless something with the inital database configuration flamed out for some reason. There's only one password policy system wide at this point but it's defined in a table.

Can you open up SQL Enterpise Manager - go to the UnityDB table and see if the PWPolicy table is empty somehow? If it's not empty tell me what's in there - should just be one row with around 12 or 13 columns in it. If you don't have Enterprise Manager installed you can go ahead and download CUDLE (Cisco Unity Data Link Explorer) that will give you a snappy read only view of the UnityDB as well, you can get it here:

http://www.ciscounitytools.com/App_CUDLE.htm

If the PW policy is missing then the initial configuration during setup must have choked - I'm guessing there will be other stuff missing in here then. I've never seen a PW Policy missing so I'll be interested to see what you find.

Cisco Employee

Re: Unity Failsafe Message

The PWPolicy table was empty. What do we need to do to correct tihs?

Here are the trace files -

2003-02-13 10:06:40 (AvLogMgrSvr_MC,10007,diag file opened,) LOGMGR OPENDIAGFILE

10:06:40:953 (AvLogMgrSvr_MC,10012,-1,-1) LOGMGR OPENNEXTDIAGFILE d:\CommServer\logs\diag_AvCsMgr_20030213_095633.txt d:\CommServer\logs\diag_AvCsMgr_20030213_100640.txt

10:06:40:954 (AvLogMgrSvr_MC,10055,-1,-1) [Thread 444] AvCsMgr opened new diagnostic file d:\CommServer\logs\diag_AvCsMgr_20030213_100640.txt

10:07:41:375 (AvLogMgrSvr_MC,10013,-1,-1) LOGMGR PUMPEVENTLOGDATA

10:07:41:376 (AvLogMgrSvr_MC,10013,-1,-1) [Thread 3476] LOGMGR PUMPEVENTLOGDATA

10:07:41:390 (AvLogMgrSvr_MC,10013,-1,-1) LOGMGR PUMPEVENTLOGDATA

10:07:41:391 (AvLogMgrSvr_MC,10013,-1,-1) [Thread 3476] LOGMGR PUMPEVENTLOGDATA

10:07:41:406 (AvLogMgrSvr_MC,10011,-1,-1) LOGMGR OPENNEXTDATAFILE d:\CommServer\logs\data_AvCsMgr_20030213_093741.txt d:\CommServer\logs\data_AvCsMgr_20030213_100741.txt

10:09:51:500 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bc4 Instance: 0x034d58a8 File: First(): 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 140 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 140

10:09:51:501 (AvConvMsg_MC,10002,-1,-1) [Thread 3012] IAvDohPwPolicyIterator::First returned a NULL pointer on line 1420 of file e:\views\cs_UE3.1.4.39\un_Conv1\AvConvSubscriber\AvConvSubSignInSvr\AvSValidatePwd.cpp Running conversation SubSignIn on Port 1 Caller's ID from NamedProps : 6050

10:09:51:500 (AvConvMsg_MC,10002,-1,-1) [Thread 3012] GetPwPolicy returned [0x80004005] on line 183 of file e:\views\cs_UE3.1.4.39\un_Conv1\AvConvSubscriber\AvConvSubSignInSvr\AvSValidatePwd.cpp Running conversation SubSignIn on Port 1 Caller's ID from NamedProps : 6050

10:10:25:093 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bd0 Instance: 0x034d9a58 File: GetStream: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp at line 1365 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp - 1365

10:10:25:375 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bd0 Instance: 0x034ce7f0 File: Get: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h at line 89 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h - 89

10:10:25:421 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bd0 Instance: 0x034d58a8 File: Next: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 173 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 173

10:11:17:906 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bd0 Instance: 0x034e0260 File: GetStream: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp at line 1365 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp - 1365

10:11:17:921 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bd0 Instance: 0x034d8638 File: Get: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h at line 89 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h - 89

10:11:17:968 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bd0 Instance: 0x034d58a8 File: Next: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 173 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 173

10:13:28:109 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b90 Instance: 0x034cbf68 File: GetStream: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp at line 1365 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp - 1365

10:13:28:640 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b90 Instance: 0x034d8638 File: Get: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h at line 89 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h - 89

10:13:28:687 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b90 Instance: 0x034d58a8 File: Next: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 173 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 173

10:13:39:609 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b90 Instance: 0x034ca5b0 File: Get: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h at line 89 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h - 89

10:13:39:656 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b90 Instance: 0x034d58a8 File: Next: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 173 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 173

10:13:53:093 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b78 Instance: 0x034cbf68 File: GetStream: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp at line 1365 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp - 1365

10:13:53:578 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b78 Instance: 0x034ca5b0 File: Get: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h at line 89 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h - 89

10:13:53:625 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b78 Instance: 0x034d58a8 File: Next: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 173 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 173

10:14:08:843 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b78 Instance: 0x034cbf68 File: GetStream: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp at line 1365 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\AvDalDbPropertyManager.cpp - 1365

10:14:08:844 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b78 Instance: 0x034c67b0 File: Get: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h at line 89 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h - 89

10:14:08:906 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b78 Instance: 0x034d58a8 File: Next: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 173 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 173

10:14:20:687 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b78 Instance: 0x034d8638 File: Get: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h at line 89 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h - 89

10:14:20:734 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000b78 Instance: 0x034d58a8 File: Next: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 173 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 173

10:14:42:156 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bc4 Instance: 0x034c67b0 File: Get: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h at line 89 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbDsAdminPropertyManagerHelper.h - 89

10:14:42:218 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bc4 Instance: 0x034d58a8 File: Next: 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 173 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 173

10:14:53:265 (DalDb_MC,31504,DALDb,10) Last Category Process: 0x00000d84 Thread: 0x00000bd0 Instance: 0x034d58a8 File: First(): 8004010f in e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h at line 140 Line: e:\views\cs_UE3.1.4.39\un_Doh1\Dal\DalDb\TAvDalDbIterator.h - 140

10:14:53:266 (AvConvMsg_MC,10002,-1,-1) [Thread 3024] IAvDohPwPolicyIterator::First returned a NULL pointer on line 1420 of file e:\views\cs_UE3.1.4.39\un_Conv1\AvConvSubscriber\AvConvSubSignInSvr\AvSValidatePwd.cpp Running conversation SubSignIn on Port 1 Caller's ID from NamedProps : 6050

10:14:53:265 (AvConvMsg_MC,10002,-1,-1) [Thread 3024] GetPwPolicy returned [0x80004005] on line 183 of file e:\views\cs_UE3.1.4.39\un_Conv1\AvConvSubscriber\AvConvSubSignInSvr\AvSValidatePwd.cpp Running conversation SubSignIn on Port 1 Caller's ID from NamedProps : 6050

Cisco Employee

Re: Unity Failsafe Message

Wow... that's a first... have you run dbWalker (make sure to snag the latest off www.CiscoUnityTools.com)? I'm curious if other collections such as schedules or templates may be empty as well. I'm at a loss to explain how the system would be perfectly configured in all respects but the PW policy table be empty - it's created during setup and you can't delete that one row unless you do it manually through SQL (which I'm assuming didn't happen here). The only theory that makes sense is the original setup scripts didn't complete correctly and one or more tables were left empty.

We can re run the configuration setup to try and recreate this but I'd like to make sure you've run the latest dbWalker before we do anything here - I'd like to know what state the system is in. Since this is a new installation, I'd probably reccomend reinstalling rather than trying to patch it with just the configuration setup - if it were me this is definitely the way I'd go.

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