Home > Articles > Networking

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.

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information

To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.


Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.


If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information

Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.


This site is not directed to children under the age of 13.


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information

If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information

Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents

California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure

Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020