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New Member

Unity 7.0 is not answering the calls

when i look into the application logs of cisco unity following two errors found.

1. Cisco Unity's telephony component has encountered a serious error.

EXPLANATION:

A serious failure has occurred on port 1 while trying to play a wav file or stream.

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 0x00001798 had a failure on port 1 in method CAvMiuWave::Play()

DESCRIPTION: AvWav WavPlay failed with 0xFFFFFFFF.

DETAILS:

FileName: C:\CommServer\Localize\Prompts\ENU\G711\AvFailure\FailsafeENU.wav

HWAV: 0x00000038

WavState: WAV_STOPPED.

CALLINFO:

CallerID: 60001

CalledID: 66666

RedirectingID: Unknown

Origin: Internal

Reason: Direct

Trunk: 0.

CALL SEQUENCE:

[18:54:39:245 - 0x00001794] Drop() - S_OK

[18:54:44:574 - 0x000016B8] LINE_APPNEWCALL(0x00010066)

[18:54:44:574 - 0x000016B8] SetEvent(NewCall)

[18:54:44:574 - 0x000016B8] SetEvent(CallInfoArrived)

[18:54:44:683 - 0x00001798] Answer() entered

[18:54:44:683 - 0x00001798] lineAnswer(0x00010066) - 0x00010055

[18:54:44:683 - 0x000016B8] LINE_REPLY(0x00010055 | 0x00000000)

[18:54:44:699 - 0x000016B8] SetEvent(CallInfoArrived)

[18:54:44:730 - 0x000016B8] LINECALLSTATE_CONNECTED(0x00010066 | Active)

[18:54:44:730 - 0x00001798] WaitFor(0x00010055 | CONNECTED) - CONNECTED

[18:54:44:730 - 0x00001798] Answer() - S_MIU_CONNECTED

[18:54:44:980 - 0x00001798] GetMediaLength() entered

[18:54:44:980 - 0x00001798] WavOpen(AvSubSignInENU005.wav) - 0x00000032

[18:54:44:980 - 0x00001798] WavGetLength(0x00000032) - 1785

[18:54:44:980 - 0x00001798] WavClose(0x00000032) - 0x00000000

[18:54:44:980 - 0x00001798] WavOpen(AvSubSignInENU009.wav) - 0x00000033

[18:54:44:980 - 0x00001798] WavGetLength(0x00000033) - 1987

[18:54:44:980 - 0x00001798] WavClose(0x00000033) - 0x00000000

[18:54:44:980 - 0x00001798] GetMediaLength() - 3772 | S_OK

[18:54:44:980 - 0x00001798] Play() entered

[18:54:44:980 - 0x00001798] WavOpen(AvSubSignInENU005.wav) - 0x00000034

[18:54:44:980 - 0x00001798] WavGetLength(0x00000034) - 1785

[18:54:44:980 - 0x00001798] WavClose(0x00000034) - 0x00000000

[18:54:44:980 - 0x00001798] WavOpen(AvSubSignInENU009.wav) - 0x00000035

[18:54:44:980 - 0x00001798] WavGetLength(0x00000035) - 1987

[18:54:44:980 - 0x00001798] WavClose(0x00000035) - 0x00000000

[18:54:44:980 - 0x00001798] WavOpen(AvSubSignInENU005.wav) - 0x00000036

[18:54:44:980 - 0x00001798] WavSetChunks(0x00000036) - 0x00000000

[18:54:44:980 - 0x00001798] WavSetPosition(0x00000036 | 0) - 0

[18:54:44:980 - 0x00001798] WavSetVolume(0x00000036 | 50) - 0x00000000

[18:54:44:980 - 0x00001798] WavSetSpeed(0x00000036 | 100) - 0x00000000

[18:54:44:996 - 0x00001730] SetEvent(WavStopped)

[18:54:44:996 - 0x00001798] WavPlay(0x00000036) - 0xFFFFFFFF

[18:54:44:996 - 0x00001798] WavClose(0x00000036) - 0x00000000

[18:54:44:996 - 0x00001798] Play(Item 1 of 2 | AvSubSignInENU005.wav) - FAILED with 0x80004005

[18:54:44:996 - 0x00001798] Play(2 Items | PlayLength 0) - E_FAIL

[18:54:44:996 - 0x00001798] Answer() entered

[18:54:44:996 - 0x00001798] Answer() - S_MIU_CONNECTED

[18:54:44:996 - 0x00001798] Play() entered

[18:54:44:996 - 0x00001798] WavOpen(FailsafeENU.wav) - 0x00000037

[18:54:44:996 - 0x00001798] WavGetLength(0x00000037) - 5633

[18:54:44:996 - 0x00001798] WavClose(0x00000037) - 0x00000000

[18:54:44:996 - 0x00001798] WavOpen(FailsafeENU.wav) - 0x00000038

[18:54:44:996 - 0x00001798] WavSetChunks(0x00000038) - 0x00000000

[18:54:44:996 - 0x00001798] WavSetPosition(0x00000038 | 0) - 0

[18:54:44:996 - 0x00001798] WavSetVolume(0x00000038 | 50) - 0x00000000

[18:54:44:996 - 0x00001798] WavSetSpeed(0x00000038 | 100) - 0x00000000

[18:54:44:996 - 0x00001730] SetEvent(WavStopped)

[18:54:44:996 - 0x00001798] WavPlay(0x00000038) - 0xFFFFFFFF.

10 REPLIES
New Member

Re: Unity 7.0 is not answering the calls

moreover, i am using Exchange 2003 and Call Manager 7.0. All the ports have been registered with Cisco Unity and Integration between Unity and Call Manger is also fine.

and there is one more error in application logs

Cisco Unity's multi-media component has encountered a serious error.

EXPLANATION:

A serious failure has occurred on port 1 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 0x00001798 had a Failure on Port 1 in AvWav

DESCRIPTION:

File: E:\views\CU7.0.1.28\un_Miu\UnityAvWav\WAV.cpp(2136)

Method: WavPlayEx

Failure: call to GetWavPtr/WavStopPlay failed.

New Member

Re: Unity 7.0 is not answering the calls

Any One found the same issue, please update

Thanks in Advance!!!

New Member

Re: Unity 7.0 is not answering the calls

Hi -

Check to see if anyone logged into the Unity server in terminal service, CONSOLE ONLY mode. Remote desktop to the Unity server is OK as long as not in console only mode. You can check your Unity security event log to see if someone logged into the server. We've only observed this error occur when that was happening.

New Member

Re: Unity 7.0 is not answering the calls

Thanks for the Comment, I had make sure that no one is logged into the Unity Server.

is there anything else that needs to be checkd/verified?

New Member

Re: Unity 7.0 is not answering the calls

Turn off the audio portion under options in your remote desktop that allow you to bring the audio to your machine. It screws up the audio drivers on Unity and makes it totally unresponsive. Go to the options on RDP and then choose the Local Resources tab. On the Local Resources tab, choose Leave at Remote Computer under the Remote Computer Sound area. Have anyone that is using RDP to get into the Unity to administer it change this setting. The other option is to use VNC instead of WTS/RDP.

- check the disk space on the drive

-Check the TSP version to make sure that it's compatible with your CallManager.

Also, you need to make sure all your ports came up in CCM and registered

New Member

Re: Unity 7.0 is not answering the calls

thanks for trying to assist again, but it cant resolve the issue...

i have make sure no one is accessing the unity system remotely as i am the only user.

- All the Ports have been registered with Unity including Hunt List etc. Calls Reached Unity but .wav files are not playing.

- checked the disk space on the drive (more than 10 GB is empty)

-Checked the TSP version (8.3) to make sure that it's compatible with your CallManager (7.0) and Unity 7.0.2.

Moreover, please see the attachment. i try troubleshooting using Status Port Monitor. Each time pilot Number (Messages Button is pressed) is dialed port status showed error messages (please find the attachement for details )

New Member

Re: Unity 7.0 is not answering the calls

Unity anwers calls as shown in the logs but .wav files are not playing.

New Member

Re: Unity 7.0 is not answering the calls

Is it happening with only one user or all the users ?

I see the password expired message in the screenshot ...can you check the password status for the user ?

Also what is the event id of the error message that you see in event viewer ?

New Member

Re: Unity 7.0 is not answering the calls

Hi,

have you selved the problem ? Please if yes tell me how

Marco

New Member

Re: Unity 7.0 is not answering the calls

Hi Macro,

yes i have solved it but by rebuilting it.

Zubair

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