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This chapter is from the book

This chapter is from the book

CUPC Troubleshooting

The next few sections cover basic troubleshooting relative to the CUPC client. Some steps can be done by the end user and takes place on the client machine, and others are done by a system administrator or more experienced network administrator to narrow down possible root causes to an issue.

Basic CUPC Troubleshooting

If there is any service issues after a user has logged in, there are two basic things an end user can do to immediately confirm an issue and give administrators a good idea of what the problem is and how to resolve it follow:

  • Look at the server health of the CUPC services. This is accomplished by navigating to Help > Show Server Health in the menu of the CUPC client (see Figure 5-24). There is an overall health status of all the available CUPC services that can be configured. Next to each process or service is a status indicator telling the user if the status is good with a green check or bad with a red octagon with an X in the middle. The end user can quickly tell an administrator what the initial problem might be. In the figure, there seems to be a couple of issues that need to be resolved.
    Figure 5-24

    Figure 5-24 CUPC Show Server Health Tool

  • If the first option is not enough to adequately determine the potential problem, the end user can generate a more detailed dump of information that can be sent to the administrator. This is done by navigating to Help > Create Problem Report in the menu of the CUPC client, as shown in Figure 5-25. This starts a wizard in which the end users can quickly fill out the required information describing what they were attempting to do and what they were doing at the time of the problem. The tool then generates a log report and gathers necessary files that will be compiled into a zip file. This zip file will automatically be saved on the desktop. That file can be e-mailed to the administrator or appended to a Cisco TAC case for a more detailed review. One suggestion would be to enable detailed logging on the client and have the user log off and log back in to the client.
    Figure 5-25

    Figure 5-25 CUPC Create Problem Report Tool

When the user and administrator have determined a specific problem, more troubleshooting will most likely be required. The following sections cover some initial troubleshooting steps for the various CUPC services, such as authentication, voicemail, conferencing, LDAP, and so on. Many of these topics are covered in more depth in Chapter 9. For more detailed information on using the diagnostic tools available for CUPC, go to http://tinyurl.com/ydhhfo9.

CUPS and CUCM Integration Troubleshooting

There could be issues with an end user not being able to log in to CUPC. This can be because of several issues and the following are some ideas on where to look:

  • Make sure the end user has network connectivity to the voice network. This can be through the enterprise network or VPN, but connectivity must first be confirmed. Pinging the IP address of the CUPS server is the easiest way to accomplish this.
  • LDAP integration with CUCM is the Cisco recommended way for deploying CUCM. CUPS authenticates users through CUCM, and if a user cannot authenticate using CUPC, verify LDAP is functional between CUCM and your LDAP server. This can be done by having the user authenticate to the CUCM end-user pages. If that is not allowed, an administrator can authenticate to CUCM admin pages using an LDAP account to verify connectivity.
  • If this is a new user, it is possible that the user has not synched over to the CUPS cluster. Usually, the administrator would have verified this already because most deployments have some manual configuration of the CUPC user for voicemail and conferencing profiles. Deployments assign default profiles for all services, and when a user is synched and automatically assigned to a CUPS node, the user should be functional. If this is the case, make sure the Sync Agent and Proxy Service is running. If those services are not running, restart them manually and confirm the user is assigned on the cluster.

Voicemail Troubleshooting

Most common voicemail issues from the CUPC client stem from a user not being able to log on, or voicemail messages are not downloading or don't appear in the recent pane. Here are some things to look at to address voicemail issues on CUPC:

  • Make sure users enter their credentials correctly in the CUPC client. This is found under File > Preferences > Account. If the user can log in to CUPC but does not see any voicemail messages, this is most likely not configured correctly. Show Server Health will also reveal this issue.
  • If voicemail messages are not downloading but authentication is working, there are a few things to consider:
    • Check the server configuration to make sure that IMAP is enabled on the mailstore and that the voicemail profile is accurate for the CUPC user.
    • (Cisco Unity Connection) If messages are still not being received and the credentials have been checked, make sure that port 7993 is configured on the server and that the CUPC client is listening on port 7993. If there are any firewalls between the client and server, make sure that traffic on port 7993 is allowed to pass through.
    • Clear the voicemail cache on the end-user machine. This is accomplished by deleting all the files in the following directories:
      • For Windows XP: drive:\Documents and Settings\UserID\Local Settings\Application Data\Cisco\Unified Personal Communicator\VoiceMail
      • For Windows Vista: drive:\Users\UserID\AppData\Local\Cisco\Unified Personal Communicator\VoiceMail
      • For Mac OS: home/Library/Caches/Cisco/UnifiedPersonalCommunicator/ VoiceMail
  • If voicemails do not display in the recent pane of the CUPC client and server health shows that the server fails due to authentication failure, have the user re-enter their credentials in the CUPC client. If the client tried to reconnect but can't, it is most likely that the voicemail account is either locked or the password has expired.

Conferencing Troubleshooting

This section covers the basic troubleshooting steps focused on conferencing and covers MeetingPlace Express and MeetingPlace:

  • If the user complains that the conferencing button is dimmed on the CUPC client, that is most likely due to the conferencing resources not being configured for the system, the conference profile has not been defined for the user, or the Web Conferencing Server credentials on the CUPC client are incorrect. Check the CUPS server and make sure that a conferencing server has been configured and that the correct conference profile has been identified for the CUPC client. When that is confirmed, make sure the CUPC user has configured the correct user information in the Web Conference Server setting of the client.
  • If the user complains that he cannot escalate a call to a web conference when he clicks Start Web Conference, check the CUCM server and make sure that the directory lookup dial rules are configured correctly. This issue can occur when the CUPC client cannot match a calling party number with the correct person from LDAP via the CUCM server. Details on configuring directory lookup dial rules can be found at http://tinyurl.com/yd5pyd6.

LDAP Troubleshooting

The following provide solutions to some common LDAP problems. For instance, if there are no results when a user does a query in the Search pane, there can be several reasons for this; here are some things to look at to resolve the issue:

  • If anonymous bind is configured in CUPS for the LDAP server, uncheck that check box and configure the Bind Distinguished Name information.
  • Check client connectivity to the LDAP server by having the user ping the IP address of the LDAP server or telnet to the LDAP port on the server. (The default is port 389.)
  • If using bind credentials in the LDAP server configuration on CUPS, double-check that those credentials are correct.
  • Verify the correct search space is defined in the LDAP server configuration on CUPS.

For more detailed LDAP troubleshooting information, go to http://tinyurl.com/yadqb4v.

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