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New Member

VMO issue

I have a few users (out of about 400) that when attempting to play vmails to their IP phone, no vmail is played. The phone does ring but when it's answered, the mouse pointer stays in an hour glass state for about 40 sec. locking up Outlook during that time. Most of the time, the play icon within the vmail goes from the pause symbol back to the play icon as soon as the phone is answered. All workstations are Win2k, Outlook 2K using IP phones. I've tried the VMO stripper, reinstalling the latest VMO, running the detect and repair within Outlook. Also checked to make sure all components, such as CDO, were installed on installation of Office. All these users are also administrators of their own system and should have full rights to the registry. I'm stuck. Any hints on a plan of attack to locate where the breakdown is?

21 REPLIES
Cisco Employee

Re: VMO issue

sounds like an issue with the TRAP connection not getting anything back from the server (or not liking what it's getting back) when trying to connect to the local phone as a media device.

As a test, can you try using TRAP via the SA or AA (using any account) on one of those client machines to their phone to see if it has the same trouble or not?

New Member

Re: VMO issue

OK. Also, I just tried having the user play her greeting and recorded name from the AA page and it worked!? Will using TRAP still help isolate this. If so, can you please point me to some documentation so I can learn more about TRAP? Thanks in advance for your help.

New Member

Re: VMO issue

Sorry, I'm a little slow today. Yes it works from SA so TRAP is functioning. I thought you may be referring to a test application I wasn't aware of.

Let me know where you would with this when you get time..

Thx!

Cisco Employee

Re: VMO issue

hmmmm... anything else different about these handful of desktops? Presumably they're in the same domain? Any virus scanning software at play? Different audio drivers hanging around (i.e. there's been problems with things like the Yamaha Synth drivers in the past)?

the TRAP functionality (more to the point the media master control) found on the SA/AA and the VMO form are largely the same beast - the one difference is in VMO land it'll launch a "TRAPConnectionHolder" application to we maintain our connection as you navigate between messages - in days of old sometimes this app would get wedged and still be loaded such that subsequent TRAP conneciton attempts would fail in odd ways - you might check the apps loaded in memory and see if that guy is there before trying the connection - if it is, kill it (or them, there may be more than one) and try the connection again.

New Member

Re: VMO issue

Well, no luck. I have actually discovered about 8 users with this issue. There may be others that just haven't tried this feature.

We're all on the same Domain and these users are using the same IBM Thinkpad laptop as most of our users with much the same audio driver configs. However one is using a Softphone with a USB headset with additional audio drivers but the same symptoms as the others.

The TRAP app does launch and only one session. I did test with one user building an Outlook profile on another box and there were no VMO issues. This must be a local machine issue then, right?

It's peculiar that this is a rare issue but a cluster seems to be in our building. I have two other sites with no reported VMO problems. Any Unity server, CM, or AD account settings that come into play?

Cisco Employee

Re: VMO issue

probably not related to CM or AD here... the MM control is pretty straight forward stuff - it conencts to the Unity server by name (the name you give it in the config menu) and asks the TRAP server on Unity to dail this user - Unity rings the phone and when the user picks up we act as a media device - as long as DNS is working for name resolution (I'm assuming it is here) and Unity can dial that phone (you can test with a notification device for this issue) and the user is logged into the domain as the same AD account associated with their Unity subscriber (again, I assume this is the case) we should be good to go.

The test with the notification devices for this guy would be worth doing just in case - this will ensure the Unity ports are capable of dialing that user's phone directly - it'll rule out any goofy CM config issues but it's a long shot.

The most common issue here has to do with audio drivers hosing up the media master control and virus software getting in between us and the Unity box. I see the occasional DNS issue where they can't ping the Unity server by name here but if everyone's in the same domain we can rule that one out unless someone is being malicious with a local WINS file or something really evil...

New Member

Re: VMO issue

I am working with a customer that is experiencing the same issue.

Here are some things we tried to resolve the problem. Still not working.

We were able to open the mailbox where trap isnt working on a different machine where trap is working and use trap with that mailbox.

The issue is specific to the 3 or 4 workstations (known) out of 300 where this problem is happening.

We also tried opening a mailbox where trap normally works on a diffrent workstation where trap isn't working and that didn't work either - no audio.

We uninstalled anti virus, still didn't work.

We disabled anti virus, still doesn't work.

We disabled the sound card, still didn't work.

We upgrade the sound card to the latest drivers, still didn't work.

We uninstalled Outlook 2000 sr1 and reinstalled still didn't work.

We used VMOcleaner and ripped out vmo and reinstalled 3.1.3 and still doesn't work.

We reinstalled vmo and still doesn't work.

We can ping the unity server by name and still no dice.

No malicious users with sneaky fingers that can edit lmhosts or hosts files here...

Re: VMO issue

Hello -

For what it's worth - we worked with TAC on 2 workstations out of 400+ users running Outlook 2000 SR-1. These users could not even open Outlook 2000 with either the VMO 3.1(3) or 3.1(5) client running. Outlook would go "Not responding" and we'd have to cancel the application. Removing the VMO client, Outlook would start up fine. We ran through all of the same problem determination/resolution steps you mentioned in your post, with no luck. There were never any errors reported in either the Application or System event logs. The two workstations had no unusual software or drivers in common that we could pin the problem on ... we resorted to rebuilding the client workstations. This ultimately corrected whatever problem was preventing Outlook from starting on those two workstations with the VMO client loaded.

Sincerely, Ginger

New Member

Re: VMO issue

Ginger,

Thanks for the feedback. I would really like to get to the root problem as I have invested so much time in this issue but I have also resorted to rebuilding the workstations. This seems to resolve it so I'm confident it's a local machine issue. Guess it will stay an unsolved mystery for now...

Rick

New Member

Re: VMO issue

We had the same exact problem on 2 workstations out of 400+ as well. Worked with TAC for a long time and did all of the above mentioned things with no solution. Re-formatting the machines was the only solution. It was frustrating since users do not like to have their machine formatted to resolve an issue.

Tony.

New Member

Re: VMO issue

We have made some progress on this issue. Running a packet sniffer while attempting to play vmails to the phone displayed that Unity traffic was indicating the "Destination Host Unreachable" message. In our case, it appears that we were unable to ping these these machines by name or IP at all from any box in any subnet. After removing all protocols and reinstalling only TCPIP and Microsoft FPS, it was alive. It's acting like some kind of firewall setting was enabled. But, playing to the phone now works.

Hope this helps!

New Member

Re: VMO issue

One thing to maybe check for is if any of the client machines had multiple NICs or loopback interfaces configured. If so, they may be the ip address Unity is trying to connect to. This is bad if the address is a dummy address that nobody can get to, like the windows default 169.254.x.x addresses it likes to give interfaces that never receive ip address via dhcp.

adam

New Member

Re: VMO issue

Thanks for the input. It actually looks like it's a service called Determinstic Network Enhancemer that is installed when a Cisco VPN client is installed. Evidently this service is acting as a firewall to incoming traffic to this box.

I uninstalled this service from the NIC , rebooted, and users can now play vmails to thier phone and the IP can be pinged. So far, a reinstallation of this service has worked OK on one machine.

Rick

New Member

Re: VMO issue

Hi guys,

I am experiencing the same symptoms with VMO that Rick had. I just wanted to be sure about how to identify the TRAPConnectionHolder. Is this an .exe process or an actual application on the desktop? I have already confirmed that TRAP on the server is working fine through the AA on the user's laptop so I am pretty sure that the problem is at the client end. I will confirm later today if there are any conflicting apps or services installed on the user's machine.

Thanks for the help.

Regards,

Ade

New Member

Re: VMO issue

Ade,

All of the issues I encountered I traced back to the Cisco VPN Client installed on the machine.

Is this installed in your case?

Rick

New Member

Re: VMO issue

Hi Rick,

I'm so sorry it has taken me this long to reply your post. There was some other nagging issues at work.

I traced the problem back to a new feature pack for the Checkpoint Secure VPN Client installed on some of the machines. Apparently, VMO does not seem to function properly with either Feature Pack 3 or 4. Feature pack 2 does not give us any operations issues.

What's really strange to me is the fact that there is no ambiguity at layer 3 i.e no multiple IP addresses or duplicate routes present. It seems like this is something about the application itself.

I talked to our Sysadmin department and since there are no particular reasons to use the new feature packs, our current solution is to revert to Feature Pack 2.

Thanks for all your help.

Regards,

Ade

New Member

Re: VMO issue

I am having the reverse of your problem. I have one user who can't play back a voicemail through the PC's speakers, but playback to the phone works just fine. I have tried removing and re-installing the VMO outlook plugin. I have tried forwarding a VM to a Domain admin account and logging on to this same machine with that account and no luck. I hit play and the play button changes to PAUSE then back to PLAY quickly, and the status bar never moves across the screen.

Anybody ever run into this?

New Member

Re: VMO issue

Hi Chris,

No I have not experienced this. However, judging from the discussions on this post, it is my suggestion that you get a test machine that mirrors both the software and hardware configuration of theproblematic machine. As long as TRAP works fine, I guess the problem is on the local machine. Try eliminating strange audio codecs, antvirus software and security software (VPN Clients, Personal firewalls etc.) to pin-point the problem.

Regards,

Ade

New Member

Re: VMO issue

Hi everyone,

It seems that there may be a software conflict between Checkpoint's VPN-1 secure client (Feature packs 3 and 4) and VMO. This conflict does not exist with Feature Pack 2/VMO combination.

With Feature Pack 2 and VMO installed, the voice mail plays back to the phone and PC speakers from outlook. With Feature Packs 3 and 4 installed with VMO, the user can playback voice mail through the PC speakers only.

My immediate guess is that the bindings created by Feature Packs 3 and 4 to the network adapters is a lot more stringent than for Feature pack 2. Has anyone else experienced this issue before? Any suggestions will be much appreciated.

Thanks and best regards,

Ade

New Member

Re: VMO issue

hi

yes. i am having a very similar problem with active assistant play back over the phone and some laptops and narrowed it down to the checkpoint client. i thought it may be a problem with DCOM because it uses dynamic port assignment but opening up all ports did not help. i would be very grateful of any information you have about the problem. thanks james carter.

New Member

Re: VMO issue

Hi there,

We are in the same boat, my friend. I do not have the foggiest idea what could be blocking playback on the phone.

I believe that the issue may be more fundamental than the ports being opened. The reason for my analogy is that I do not think there has been a change to the fundamental operation of the Checkpoint application (ports used etc.) since a lower feature pack works. I believe the issue is probably related to layer 3 connectivity.

The phone and the computer are on different vlans and therefore on different networks. Could there be something that the VPN client does to prevent connectivity from a network other than the local network?

Hopefully, some of the good people from Cisco will be able to shed some light on this issue :-)

Regards,

Ade

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