Cisco Unified Communications Manager (CallManager)

Document ID: 82016

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
DMA Fails During Upgrade - Troubleshooting Tips
      Solution 1
      Solution 2
      Solution 3
DMA Stuck due to Informix IDS - Cisco CallManager Service
      Solution
Error: "The Installation has Encountered a Unrecoverable Internal Error"
      Solution
TcpWindowSize Errors Occur During DMA Installation
      Solution
DMA fails due SQL error: -746
      Problem
      Solution
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Related Information

Introduction

Data Migration Assistant (DMA) assists you with the first step in the migration from Cisco Unified CallManager 4.1(x) data to CallManager 5.0. DMA backs up Cisco CallManager 4.1(x) data in a format that Cisco CallManager 5.0 can read. Cisco CallManager 4.1(x) runs in a Windows environment, and Cisco CallManager 5.0 runs in a Linux environment, so DMA exports Windows-based data to a format that Linux can import. The Cisco CallManager 5.0 installation process converts the backed up data as needed for Cisco CallManager 5.0, which completes the data migration. Refer to Release Notes for Data Migration Assistant Release 5.0(4) for more information on DMA.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on Cisco CallManager 4.1(3).

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

DMA Fails During Upgrade - Troubleshooting Tips

When you attempt an upgrade from Cisco CallManager 4.x to Cisco CallManager 5.x, the DMA fails and the upgrade stops.

The first place to look when you troubleshooting a DMA backup problem is the backup.log file that is created when the backup process is attempted. This file is located in the C:\program files\common files\cisco\logs\dma\ folder:

This file might provide information into the cause of the DMA failure. Most errors can look something like this:

[02:34:51 PM] [Error] Failure, Windows-based W1 Migration Verification
	 
[02:34:51 PM] [Error] Failed to verify Cisco CallManager database and
directory backed up data.

[02:34:51 PM] [Error] The database and/or directory cannot be migrated
as they are.

[02:34:51 PM] [Error] Correct the database and/or directory
information and run DMA again.

[02:34:51 PM] [Error] Verifcation of DB in IDS failed. Retaining the
TAR file as it is.

Then check the exportdb.log file to find where the DMA failed during the backup process. This file is located in the C:\ciscowebs\dma\bin\ folder.

In this log file, look from the bottom up for the last operation that failed. An operation in the log looks like this:

Successful Operation:

cmd [ /C copy "C:\CiscoWebs\DMA\bin\sdmigration\sql\create_ccm_w.sql" 
"c:\tmp\db\sql"]

[cmd] [ /C copy "C:\CiscoWebs\DMA\bin\sdmigration\sql\create_ccm_w.sql" 
"c:\tmp\db\sql"]

going to GetStartupInfoA()

going to CreateProcessA()

going to WaitForSingleObject()

going to GetExitCodeProcess() 

GetExitCode returned TRUE (success)

return value = 0 (0 means success!)

Failed Operation:

ImportCSV[C:\CiscoWebs\DMA\bin\installdb] [ -f W1 c:\tmp c:\tmp 1 1]
	 
going to GetStartupInfoA() 

going to CreateProcessA()

going to WaitForSingleObject() 

going to GetExitCodeProcess()

GetExitCode returned TRUE (success)

return value = 1 (1 means failure!)

The installdb operation that you see fail in this output is the most common source of failed DMA backups.

Finally, the installdb process generates a log in the DBL trace folder called installdbw1.log. This file is located in C:\Program Files\Cisco\Trace\DBL\installdbw1.log.

In this log, search from the top down for the keyword *Error*.

Note: The asterisks that surround the word Error are very important. In DMA, if a line simply has "Error" without the asterisks, it is non-critical and can be ignored. You also see *Warnings* which can also be ignored.

The reason for the top down search is that errors at the bottom of the trace are most likely caused by an error occurrence earlier on. In Example 1, look at the first line that says *Error* and see that the DMA failed insert into the Informix Dynamic Server (IDS) Database for Cisco CallManager 5.0.

Example 1 - Unspecified System Error = -239 on Informix db Insert

10/23/2006 14:25:42.227 installdb|*ERROR* Error executing "insert into NumPlan
(authorizationcoderequired,authorizationlevelrequired,blockenable,
cfaptvoicemailenabled,cfavoicemailenabled,cfbintvoicemailenabled,
cfbvoicemailenabled,cfdfvoicemailenabled,cfnaintvoicemailenabled,
cfnavoicemailenabled,clientcoderequired,deviceoverride,dnorpattern,
fkroutepartition,iscallable,ismessagewaitingon,outsidedialtone,
patternurgency,personalroutingenabled,pff_cfb,pff_cfna,pffintvoicemailenabled,
pffvoicemailenabled,pkid,supportoverlapsending,tkautoanswer,tknetworklocation,
tkpatternprecedence,tkpatternusage,tkpresentationbit_callingline,
tkpresentationbit_callingname,tkpresentationbit_connectedline,
tkpresentationbit_connectedname,tkreleasecausevalue,tkstatus_
usefullyqualcallingpartynum)
	 values('F',0,'F','f','F','F','f','f','F','f','F','F','1131',
'4a3945ba-7319-42ff-8f75-f2487e51380e','T','f','F','F','F','F','F','F','F',
'7917e56e-8c50-4f8f-b851-db45b23220b2','f',0,0,5,7,0,0,0,0,0,0):
[Informix][Informix ODBC Driver][Informix]Unspecified System Error =-239.|

Note the error number on the last line. This number is important because it helps you resolve the problem. You can see the DN or Pattern that has the issue in the bold font. In this case, it is a duplicate voicemail pilot number that was created during an upgrade from Cisco CallManager 3.3(5) to CallManager 4.1(3). It is also important to note that this problem was only found after looking in the Cisco CallManager Admin pages for directory number (DN) 1131. These error messages can give some tips on where to look for the problem, but many times, they do not indicate the exact problem directly.

These are the most common system error numbers:

• -239: Error trying to insert a duplicate record.

• -691: Trying to insert a record with a pointer to null value.

  This typically refers to a piece of data that you try to insert that references data that never got inserted earlier.

Example 2 - Unspecified System Error = -691

10/23/2006 14:29:34.467 installdb|*ERROR* Error 
executing "insert into DeviceNumPlanMap
(busytrigger,callinfodisplaymask,ctiid,fkdevice,fknumplan,maxnumcalls,
numplanindex,pkid,tkmwlpolicy,tkringsetting,tkringsetting_consecutive)values
(1,9,2117155668,'a13d0022-1002-4386-b28d-094643addf84',
'7917e56e-8c50-4f8f-b851-db45b23220b2',2,0,
'2fa36f13-6a7a-43f4-965d-be534860666e',0,4,0):
[Informix][Informix ODBC Driver][Informix]Unspecified System Error =-691.
sqlerrm(DMABack_Admin.fk_devicenumplanmap_fknumplan)|

Note that the PKID matches between the errors and that the time stamp for these errors are about 4 minutes apart.

Example 3 shows another example of a user that fails to be inserted into the DB:

Example 3 - Primary Error - Error Code = -391

10/15/2006 23:02:09.265 installdb| DBUtil::CopyTable insert into
	 enduser (pkid,uniqueidentifier,userid) values
	 ('a02117a9-ffa3-4f6a-aa6c-d120842d55cd','9f2e66c656779a4dbaccdcb3a320d676','cpush')
	

10/15/2006 23:02:09.265 installdb| DBUtil::CopyTable
	 ErrorCode=-391, SQLState=HY000|

It is the userid that has the problem. This is most likely an empty field in the user page (for example: Last Name, PIN Password, and so forth). It is possible that a field in Cisco CallManager 4.x was not required and this blank field causes an error when you try to insert it into IDS.

Example 4 - Secondary Error - Error Code = -691

10/15/2006 23:03:01.546 installdb| *ERROR* Error executing 
"insert into EndUserDeviceMap
(defaultprofile,description,fkdevice,fkenduser,pkid,tkuserassociation) values
('F','','55cff786-90c9-4cac-b051-18da97bfcba2','a02117a9-ffa3-4f6a-aa6c-d120842d55cd',
'5f9fc849-a799-433f-98bd-9ea074ed5b71',1):
[Informix][Informix ODBC Driver][Informix]Unspecified System Error = -691.
sqlerrm(DMABack_Admin.fk_enduserdevicemap_fkenduser)| 

Note the matching PKID and the difference in timestamps. The -391 error causes a -691 error roughly a minute later.

-391: Trying to insert a record that has null field where data is required.

Solution 1

Complete these steps in order to resolve this issue:

Note: Before you run DMA , make sure you disable the Cisco Security Agent (CSA) service, the Antivirus application, or any other third party application that runs on your server.

1. Choose Start > Programs > Microsoft SQL Server > Enterprise Manager.

   

2. Drill down to Microsoft SQL Servers > SQL Server Group > <local_server> > Databases > CCM0XXX > Tables.

   

3. Locate and right-click on LineGroup and choose Open Table > Return all rows.

4. Check the rnaReversionTimeout field. The problem might be because this field is set to 180 and it should be between 0 and 120. If it is 180, set this field to 120. You need to click the "!" (exclamation mark in the tool bar) in order to run so that the value is saved.

   

5. Close the Microsoft SQL Enterprise Manager and run the DMA again. The upgrade should work fine.

Solution 2

This error can also occur when the Personal Address Book has some invalid entries, such as x, +, and the DMA fails to parse those entries. This results in the data validation error.

In order to resolve the issue, complete these steps:

1. Convert the entries to the standard format or delete them.

2. Re-run the DMA.

   The upgrade is likely to be successful.

Solution 3

This issue can also occur if there is some Unassigned Directory Number (DN) in the Cisco CallManager database. You can see a list of DNs that are not associated with any phones in the Cisco CallManager Route Plan Report. In order to resolve the issue, you need to delete the unassigned DN from Cisco CallManager and re-run the DMA.

DMA Stuck due to Informix IDS - Cisco CallManager Service

When a user runs the DMA to backup the Cisco CallManager database, the Informix IDS-CCM service does not stop. This causes the DMA to appear in a hung or stuck state.

Solution

Complete these steps in order to resolve this issue:

1. In order to stop the IDS service and allow the DMA resume, choose Start > Programs > Informix Dynamic Server > ccm.

   A command prompt window opens with Informix privilege.

2. Run the onmode -yuk command in order to stop the Informix Dynamic Server. DMA then resumes and is operational.

Error: "The Installation has Encountered a Unrecoverable Internal Error"

The upgrade from Cisco CallManager 4.x to Cisco CallManager 5.x fails, even when the same IP address and hostname are used and these steps are completed:

1. Create a backup with the Data Migration Assistant (DMA).

2. Boot the Cisco CallManager 5.x DVD.

3. Choose Microsoft Windows Upgrade.

4. Download the TAR file that the DMA generates from a File Transfer Protocol (FTP) server.

When these steps are completed, the data downloads and is applied without problems. After a while, a dump generates with this message in the install.log file:

The installation has encountered a unrecoverable internal error. 
For further assistance report the following information to your support
provider. Script "/usr/local/cm/script/5.0.2.1000-3/cm-dbl-install W1
PostInstall 5.0.2.1000-3"4.1.3" 
usr/local/cm/common/download/windows/ /common/log/install/install.log" 
exited with errors (1).The system will now halt.

Solution

This issue occurs due to the presence of a delete file among your CSV files. There is a file, which is not a part of the regular install in Windows, that must be removed from the TAR. It is called delete.csv.

Complete these steps in order to resolve this issue:

1. Delete this file from the TAR.

   In order to delete this file, run the tar command with --delete with the delete.csv file, such as:

   tar -f --delete ccm/csv/delete.csv
   

2. Re-run the install.

3. After the issue is resolved and the software upgrade is complete, make sure to upgrade the Licenses as well.

   E-mail the Cisco licensing team at licensing@cisco.com. It is not possible to make any changes to Cisco CallManager, such as adding phones, until the new license is updated in the servers.

TcpWindowSize Errors Occur During DMA Installation

When an attempt is made to upgrade from Cisco CallManager 4.x to Cisco CallManager 5.x, the DMA fails, and this error appears in the DMAInstUI.log:

DMAInstall.cpp fnIDSInstallPreCheck	--> fnIDSInstallPreCheck 
DMAInstall.cpp fnIDSInstallPreCheck	Cannot find TcpWindowSize registry key in SYSTEM\CurrentControlSet\Services\Tcpip\Parameters. 
DMAInstall.cpp fnIDSInstallPreCheck	Cannot find Tcp1323Opts registry key in SYSTEM\CurrentControlSet\Services\Tcpip\Parameters. 

Solution

In order to resolve the issue, login as the local administrator and complete the DMA installation.

Note: If you have logged in as a user that has administrative rights, you cannot run the DMA installation successfully. You must login with the local administrator account in order to run the installation successfully.

DMA fails due SQL error: -746

Problem

When an attempt is made to upgrade Cisco CallManager with the DMA tool, this SQL error appears:

Device
SQL error: -746(2700)
Warning message (business rule violation): A device that uses phone templates must have a
specific phone template assigned
pkid e373e786-c9c3-49e3-89bb-1e595f07e66f  	Not modifiable
VGC0ab73c0a2b00

Solution

SQL error: -746(2700) implies that a device is not assigned a phone template or the template is not valid. In order to resolve this error message, complete these steps:

1. Find the pkid of the device from the details of the error message.

2. Choose Start > Programs > Microsoft SQL Server > Enterprise Manager in order to look for the pkid in the SQL enterprise manager device table.

   

3. Assign a phone template to it.

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• Recommended Reading: Troubleshooting Cisco IP Telephony
• Technical Support & Documentation - Cisco Systems