Presence Hot Issues from Cisco TAC

CUPC Audio Quality Issues with Snow Leopard - MAC OS 10.6 , Fixed CSCtb83904

Symptom: After upgrading MAC OS Leopard to Snow Leopard (10.6), CUPC phone calls are now experiencing one-way or no way audio.
Conditions:
Workaround: Download and install CUPC 7.0(2b). It can be found here: http://tools.cisco.com/support/downloads/go/ImageList.x?relVer=7.0(2b)&mdfid=280455801&sftType=Unified+Personal+Communicator+(CUPC)+System+Software&optPlat=Mac+OS&nodecount=6&edesignator=null&modelName=Cisco+Unified+Personal+Communicator&treeMdfId=278875240&modifmdfid=&imname=&treeName=Voice+and+Unified+Communications&hybrid=&imst=
Further Problem Description:

Crash when run on computer where "Embassy Security Suite" installed , Terminated CSCsm17852

Symptom: CUPC crashes at startup on some newer Dell laptops with the "Embassy Security Suite" installed. The application starts normally but before it is able to connect with CUP and get into softphone/hardphone mode, the application terminates and generates a Problem Report.
Conditions: Any machine with the Embassy Security Suite installed. The wxvault.dll library will be listed in the process manager and the Security Suite will be listed under Add/Remove programs. Note that this is an optional software suite shipped with Dell machines, that once installed, causes incompatibility with other running applications.
Workaround: Uninstalling the Embassy Security from the machine and restarting fixes this problem.
Further Problem Description: Here is an article that details the problem more thoroughly: http://mikedimmick.blogspot.com/2007/12/calling-out-embassy-trust-suite.html

Web conference server health is red until a conference is launched , Fixed CSCsx48648

Symptom: The Web Conferencing Server status might show red.
Conditions: - Start CUPC - Navigate to the server health page and observe the status of the Web Conferencing Server
Workaround: The Web Conferencing Server status will turn green once a call is established with another user and is escalated to a web conference.

DRS unable to contact Local Agent because of ipsec.pem , Fixed CSCsz44417

None DRS Backup -> Backup Device->Add New button grayed out. Also there will be an error saying: Local Agent is not responding. This may be due to Master or Local Agent being down.: This will happen on CUP release 7.0.4 and later, when CUCM version in Pre 7.1.2. : Download CUP Publisher IPSec cert through OS admin GUI (Security -> Certificate mgmt -> Find -> "ipsec.pem" -> download. Download to PC/Laptop. Then go to each node of the cluster (including CUP Pub) and upload "ipsec.pem" as ipsec-trust through OS admin GUI (Security -> Certificate mgmt -> upload cert -> Certficate Name = ipsec-trust -> Browser the PC where ipsec.pem was downloaded -> Upload file). Note: No need to do this is CUP Pub ipsec.pem is already available in a node as ipsec-trust with name as .pem file. :
Further Problem Description:

CUP 'file delete license' does not work properly , Open CSCtc54480

Symptom: Getting "Error: License File already loaded : license file with LicFileId" when uploading a license file. License Unit Report may show available licenses even though no license files are loaded, services might still not activate despite License Unit Report showing available licenses.
Conditions: This can occur if a license file was previously deleted using the 'file delete license' command in CUP. This same issue is not present in CUCM.
Workaround: Contact TAC to manually correct the tables in the database so that the license file can be uploaded, and the Unit Report is accurate.

CUPC registration fails if the DN in callmanager is defined with \+ , Fixed CSCsz13100

RELEASE NOTE TEMPLATE Symptom: - Softphone: Failed to connect - server connection refused - Deskphone: Partially connected (primary) - cannot connect to Phone PLEASE NOTE THE FOLLOWING: We found that CSCta53946 prevents the cisco unified personal communicator version 7.0.2.13700 and later to log in to Cisco Unified Presence server ( CUP server ) 7.0.4. Please please work around below.
Conditions: DN in callmanager 7.0 is defined with + for example \+1004
Workaround: Take the + sign off DN in callmanager For CSCta53946 , work around for now is to use any version of Cisco Unified Presence server ( CUP server ) other than 7.0.4 ( for ex. CUP 7.0.3 work just fine)
Further Problem Description: CUPC registration fails if the DN is callmanager is defined with + for example \+1004 is causing an error during registration as shown here: ;+sip.instanc e="";+u.sip!devicename.ccm. cisco.com="UPCAJCOOK";+u.sip!model.ccm.cisco.com="358" The \ character basically tells callmanager to escape the + sign.hence CUPC should also be able to strip the \ before registering .The + support was added in CUPC was chiefly around dialing however also need to add support for DN defined with +

CUPS IPPM should escape at sign in UPN usernames in URLs , Fixed CSCtc79196

Symptom: IPPM Main Menu shows "Requesting" when any option is chosen instead of displaying the correct menu item.
Conditions: This symptom can be encountered when using User Principal Name as the UserID. IPPM embeds this UPN into the menu item URL. In the case of a UPN UserID the @ symbol can cause the URL to fail on certain models of IP Phones such as the 7940 and 7960.
Workaround: Switch from UPN to sAMAccountName, or switch to a different model phone.

EPE: Remove ODBC driver manager , Open CSCsv83749

Symptom: The Presence Engine intermittently cores during automation testing if tests are started and stopped rapidly.
Conditions: Tests are started/stopped rapidly during automation testing. Very rarely, the Presence Engine cores on startup due to a problem in ODBC Driver Manager.
Workaround: Restart the Presence Engine.

CUPC Domain Comparison should not be case sensitive , Fixed CSCtc81350

Symptom: Inbound message received from user which is not in the contact list results in the sender name being displayer as the SIP URI.
Conditions: This will occur if the inbound SIP Message is received from a domain other than what the client has configured for its proxy domain in a case sensitive comparison. Example: if the message is received from CISCO.COM but the Proxy Domain for that client is cisco.com.
Workaround: Modify the Proxy Domain to match identically by case the domain name on the inbound SIP Message.

Unable to start WebEx conference from CUPC due to meeting password , Open CSCsz96007

Symptom: When CUPC is trying launch Webex collaboration, the use gets "Unable to start a web conference session. Error communicating with the web conferencing server".
Conditions: This is due to the password requirement set in Webex site administration and current CUPC 7.0.2 does not support this.
Workaround: Log into the webex site administration and unchecked the box that says "all meetings must have a password" global setting.

LDAP search should support filtering by object class , Fixed CSCsu88292

Symptom: LDAP search results contain unwanted object types. Customer would like to specify which object types search should return
Conditions: None.
Workaround: None.
Further Problem Description: We should enable user to specify on CUP side what object types search function will return and CUPC should display only specified search results (filtered by object type).

CTI Gw supresses announcement on IP Phone , Fixed CSCtd32455

Symptom: Annunciator not playing when making a failing call from the phone if phone is controlled by CTI gateway component from CUP for remote call control with OCS / MOC. For example when number is invalid the call just ends rather then hearing a message playing to tell you that it is invalid. If the phone is not MOC controlled, you do hear the message.
Conditions: MOC/OCS with CUP for remote call control
Workaround: none
Further Problem Description:

Secure Messaging server health status shows red with Unity Connection , Open CSCta14229

Symptom: Secure Messaging Shows Red X in CUPC Help -> Show server health.
Conditions: Unity Connection for Secure Messaging, works correctly with Unity w/ exchange.
Workaround: None. The status can be safely ignored as it does not actually affect the feature.

NTP not configurable on CUPS , Fixed CSCtc10551

Symptom: NTP is not configurable on CUPS 7.0(5)
Conditions:
Workaround: None. This is by designed. Document needs to be updated to reflect this.
Further Problem Description:

oamagent startup must update hostname in inits.xml , Fixed CSCsw67474

Symptom: Presence Engine will not start after tje host name is changed.
Conditions: In CUP versions prior to 7.0.4, after CUP has been installed or upgraded, the hostname of the node is changed by the user. This causes a mismatch between the new and old host names in a file used by the Presence Engine during startup.
Workaround: Gain remote access to the CUP node. Edit /usr/local/pe/ums/inits.xml file and make the line match the new name. <---- change this line Restart OAMAgent and then Presence Engine.

CUPS : Cannot login to GUI Admin, CUPC Authentication fail , Terminated CSCsk40141

Problem Symptom: Cisco CUPS GUI Login would fail after approximately 10 days of operations. Symptoms would begin with CUPC users reporting login and authentication problems. The administrator would then attempt to login at the CUPS Administration page but the browser would appear to be stuck. The administrator is still able to login via the CLI, but some of the commands and functions would also fail, such as creating a Remote Support account. Environment: Cisco Unified Presence Server 6.0.1-1000-21 Cisco Unified Communications Manager 6.0.1-2000-4 Workaound: - Reboot the CUPS server

CUPS 6.0.2-1000-27-Core Dumps , Fixed CSCsq66270

Symptom: SIP Proxy service on CUP cores/crashes
Conditions: State Machine logging is enabled
Workaround: Disable state machine logging Also, this bug is resolved in CUP 7.0.2 and a 6.0.4 ES.

CUPC : unable to make IP Phone onhook , Fixed CSCsz15454

Symptom: When a call is disconnected by some special reason (unassigned number, destination out of order and so on), CUPC cannot make IP Phone hung up. IP Phone cannot make CUPC hung up, too. CUPC users need to hangup both CUPC and IP Phone manually.
Conditions: CUPC Version is 7.0(2.13496). CUP : 6.0(5), 7.0(2)
Workaround: No workaround.
Further Problem Description: This problem does not occur when a call is disconnected by User Busy and Normal Call Clearing.

CUPS needs to be case insensitive for userids , Terminated CSCta37749

Symptom: CUPC status shows as offline, when the user adds himself/herself in his/her own contacts window then it might not show the same status as in the top of CUPC. This weird behavior is not consistent and might vary each time the user logs in.
Conditions: Happens when the userid in CUCM contains any non lower case characters.
Workaround: Change the userids for End Users in CUCM to all lower case characters.

checking in new CSA for OOM (mem leak) issue fix , Fixed CSCsz90025

Symptom: Processes may be killed by Out of Memory.
Conditions: CUP 6.0.2.1000-27
Workaround: To disable CSA (utils csa disable).
Further Problem Description: This problem has been resolved in CUP 7.0.5 or later.

EspConfigAgent Core on DNS SRV lookup timeout , Fixed CSCtc78694

Symptom: CUPC users cannot login or receive presence information, and reports status as 'Connection Limited'
Further troubleshooting found EspConfigAgent service has core dump, failed and restarted. The frequency of service restart depend on utilization of the CUP server.
Conditions: Cisco Unified Presence Server (CUP) v7.0.4-10000-18
Workaround: Restart the SIP Proxy service from CUP Serviceability page. Further Problem Description: The problem symptom gradually manifest itself and CUPC users will find gradual degrading of login speed/response. The problem trigger is a proxy timeout failure either due to missing DNS SRV record, or the resolved SRV does not exist. SIP Proxy traces revealed one of the reverse lookups have been timing out, the DNS SRV record which SIP Proxy attempts to lookup does not exist in the customer's DNS environment. From customer's CUP server SIP Proxy trace: the dns-srv lookup on the foreign xxx.com domain is what's hanging - in this particular case 2min 25seconds 10/23/2009 08:52:19.629 ESP|Fri Oct 23 08:52:19 2009] PID(11516) mod_sip_routing.c(912) Routing: dipping for xxx.com esp00000043.txt:10/23/2009 08:52:19.637 ESP|PID(11516) sip_dns.c(756) "NAPTR" Query for xxx.com failed esp00000043.txt:10/23/2009 08:52:19.637 ESP|PID(11516) sip_dns.c(160) NAPTR Record : order 10 pref 50 flags s service SIPS+D2T regexp replacement _sips._tcp.xxx.com esp00000043.txt:10/23/2009 08:52:19.637 ESP|PID(11516) sip_dns.c(160) NAPTR Record : order 20 pref 50 flags s service SIP+D2T regexp replacement _sip._tcp.xxx.com esp00000044.txt:10/23/2009 08:52:54.642 ESP|PID(11516) sip_dns.c(852) "SRV" Query for _sipfederationtls._tcp.xxx.com failed esp00000044.txt:10/23/2009 08:53:29.698 ESP|PID(11516) sip_dns.c(852) "SRV" Query for _sips._tcp.xxx.com failed esp00000045.txt:10/23/2009 08:54:04.701 ESP|PID(11516) sip_dns.c(852) "SRV" Query for _sip._tcp.xxx.com failed esp00000046.txt:10/23/2009 08:54:44.703 ESP|PID(11516) sip_dns.c(852) "SRV" Query for _sip._udp.xxx.com failed

Cups Users having Primay extension as IPCC extension prevents login , Open CSCtc62839

Symptom: New Cups users cannot log after upgrade from CUPS 6.0.5 to 7.0.x if primary Extension is set as IPCC extension
Conditions If we have an User in the system configured such that thier Primary Extension is the same as the IPCC extension it causes an issue for users to login and the reason is that a problem in the cluster sync agent (ICSA) does a lookup on the extension and is expecting to see only one, but also retrieved the ICD extension. Since the query retrieved a non-unique identifier, the sync agent quit and restarted after a retry interval.this behaviour was not seen in versions of CUPS 6.0.5 were we could have a CUPS user also have the primary extension to be an IPCC extension. Recreate of Issue To confirm the issue is not caused by correctly configured IPCC users - i.e. a user has a Primary Extension & a discreet IPCC Extension, the following test was undertaken: 10 x IPCC users configured on CUCM All 10 CUCM end users entries have different values for Primary Extension & IPCC Extension Added new user via AD New user was able to login via CUPC To confirm this issue is being caused by incorrectly configured IPCC users/extns the following test was undertaken: Configured existing user 'TEST' with IPCC extension This IPCC Extension matches the configured Primary Extension Restarted the InterCluster Sync Agent on the Presence Server Waited 10 minutes for the database to be configured Added new user via AD New user was unable to login via CUPC To confirm the workaround for this issue: Removed IPCC Extension configuration from user 'TEST' Restarted the InterCluster Sync Agent on the Presence Server Waited 10 minutes for the database to be configured New user was able to login via CUPC These tests confirm that the root cause of the issue "New users unable to log into CUPS" is caused by any existing user containing an incorrect IPCC Extension configuration - i.e. Primary Extension & IPCC Extension are identical.
Workaround: Make sure that in the system we dont have any CUPS users that have their Primary Extension also as the IPCC extension.

Dial rules should apply to deskphone send to VM at admin discretion , Open CSCsv73676

Symptom: "Send to voicemail" feature doesn't function properly when CUPC is in "Desk Phone" mode.
Conditions: CUPC in Desk Phone mode. Application rules were configured and VM pilot number matches the rules.
Workaround: Modify application rules so it doesn't cover VM pilot number.
Further Problem Description:

Remove cupc desktop shortcut during silent install , Open CSCtd16584

Symptom: During silent install of CUPC through command line, shortcut for CUPC is created in the desktop. Need an option in command line to disable the creation of shortcut in the desktop.
Workaround: N/A

Can't start CUPC when Billback NPC is installed in the PC. , Open CSCtd08750

Symptom: When you try to start CUPC, it hangs as soon as you enter you username and password. It goes into loading status and it stays there until you kill the process (it becomes unresponsive)
Conditions: + Known to happen on laptops (Acer, HP, Lenovo, etc) running Windows XP. + Bug affects when Billback NPC (Network Printer Controller) is installed, for instance versions versions 1.49,1.52. + CUPC version 7.0.2.13496, other versions could be affected too. + CUPS 7.0.4.10000-18 and CUCM 7.0.2.20000-5, could happen for other versions too.
Workaround: + Uninstall Billback NPC
Further Problem Description: Billback NPC seems to be using resources that are also required by CUPC, perhaps same memory addresses, it is being investigated what causes such a conflict between the 2 applications

Database Communication Failure- can't access Admin or Serviceability GUI , Open CSCtb55374

Symptom: "Database Communication Error" is disaplyed on GUI when trying to access the admin or Serviceability GUI.
Conditions: Problem seen on 7.0.3 when server is brought up after normal maintenance window. Intermittent occurences only.
Workaround: Reboot the system.
Further Problem Description: CLI commands can be run but result in error exceptions.

CUPC color choice reverts on double click , Fixed CSCtd09055

Symptom: In CUPC, color choice can be reverted back to first choice.
Conditions: This will occur if a double click of the empty textbox is performed in between color selections.
Workaround: Do not double click in the textbox after choosing a color.

Presence & IM's through a ASA firewall drop connection after a while , Open CSCsx73329

Symptom: Customer has reported that: quote "Problem Details: I am experiencing issues with CUPC displaying the following message " User did not receive your message because it could not be delivered". However, the status of both users is available. What is causing this problem? " We have tried to reproduce this in the lab. It seems that the CUPC client is outside of a firewall. It logs in OK and gets presence. It can also initiate an IM session and send / recieve IM's. If this IM windowis left to minimize for approx 30 min, its connection seems to time out, although the user is unaware that this has occurred. If I restore the IM conversation window after 30 min and try to send an IM again, I get an error : "User did not receive your message because it could not be delivered". We also notice that when this happens the presence does not update, it stays at the last last known state (available).
Conditions:
Workaround:
Further Problem Description: