Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Troubleshooting Guide
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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
High Availability and Failover
Cannot make configuration changes in HA cluster
Symptom
Unable to make configuration changes in a high availability cluster when one node is down.
Error Message
None
.
Possible Cause
If one node is down, configuration changes cannot be made because the changes are
written to both configuration datastores at the same time.
Recommended Action
Do the following:
Step 1
Ensure that the Publisher is the active node. If not, use Cisco Unified CCX Administration to make it the
active node for all datastores.
active node for all datastores.
Step 2
Deactivate CDS and HDS for the inactive node using the Component Activation link.
Cannot make configuration changes in RmCm Subsystem
Symptom
In a high availability deployment, the user cannot make changes to the configuration in the
RmCm subsystem, such as add/remove skills, team and so forth.
Error Message
There was an error reading/updating the database. Please contact your administrator.
Possible Cause
Cisco Unified CCX stores configuration data in Configuration datastore, which is
managed by the Microsoft SQL database. The high availability databases use Microsoft Distributed
Transaction Coordinator (MS DTC) service to communicate with each other, and MS DTC service uses
the NetBIOS name of its peer to talk to other MS DTC services. This problem is caused by invalid name
resolution of the database nodes so that the MS DTC cannot communicate.
Transaction Coordinator (MS DTC) service to communicate with each other, and MS DTC service uses
the NetBIOS name of its peer to talk to other MS DTC services. This problem is caused by invalid name
resolution of the database nodes so that the MS DTC cannot communicate.
Recommended Action
Ensure that the two database nodes can communicate with each other, not just by
IP address, because DTC also requires that you are able to resolve computer names by way of NetBIOS
or DNS. You can test whether or not NetBIOS can resolve the names by using ping and the server name.
The client computer must be able to resolve the name of the server, and the server must be able to resolve
the name of the client. If NetBIOS cannot resolve the names, you can add entries to the LMHOSTS files
on the computers.
or DNS. You can test whether or not NetBIOS can resolve the names by using ping and the server name.
The client computer must be able to resolve the name of the server, and the server must be able to resolve
the name of the client. If NetBIOS cannot resolve the names, you can add entries to the LMHOSTS files
on the computers.
You can download DTCPing.exe from Microsoft to troubleshoot the MS DTC issue. Go to:
Service constantly shows Invalid
Symptom
The Cisco Unified CCX Node Manager cannot start a service, and the service is shown as
"Invalid" from Cisco Unified CCX Administration.
Error Message A red
X
mark displays beside the service in Cisco Unified CCX
Administration.
Possible Cause
This could possibly be caused by excessive failures of the specific service.
Recommended Action
Refer to the Cisco Unified CCX Installation Guide for help in doing a recovery or
a restore in order to repair the failed service.