Troubleshooting Guide

8-4
Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Backup, Restore, and Update Problems
• com.cisco.archive.impl.component.config.* - Indicates issue with saving or restoring configuration
such as properties files.
• com.cisco.database.* - Indicates issue with database.
• com.cisco.wf.calabrioBackupRestore.* - Indicates issues with Calabrio components.
• com.cisco.wf.jtapi.archive.* - Indicates issue with JTAPI configuration.
• com.cisco.wf.cme.archive.* - Indicates issue with CME configuration.
• com.cisco.restoreadmin.jtapiresyncwizard.* - Indicates issue with JTAPI wizard synchronization of
Route Points, CTI Ports.
• com.cisco.restoreadmin.cmevalidate.* - Indicates issues with CME validation wizard.
Recommended Action Please contact TAC based on information in Cause to find appropriate specialist.
Backup failed for a One or Two-Node system
Symptom Backup failed for a one or two-node system.
Error Message Backup and Restore displays an exception or a 'Page Not Found' message.
Possible Cause When an exception is displayed by Backup and Restore, please check the logs in the
c:\program files\wfavvid\log\MCVD folder and search for the keyword: 'backup_fail'. This will show the
cause of the failure. If the message is not understandable, please contact TAC. If the 'Page Not Found'
message is displayed, please contact TAC since the Cisco Unified CCX Node Manager service has
restarted for some reason.
Recommended Action Check and ensure that the 'Backup Storage Location' is set correctly with the right
credentials.
CRS 4.5 profile name is missing
Symptom You are prompted to select the CRS 4.5 profile name during the 4.5 to 7.0 upgrade, but that
name is missing from the pulldown menu list during restore.
Error Message None.
Possible Cause This can happen if an initial attempt to restore was unsuccessful due to the Cisco Unified
CCX Node Manager abruptly shutting down or restarting. The CRS 4.5 profile name may have been
migrated to the 7.0 cluster ID (that is, a long number) during the restore attempt. However, because the
Cisco Unified CCX Node Manager service abruptly shut down, the name itself remained migrated in the
CCM table.
Recommended Action When prompted for the CRS 4.5 profile name, please choose the long integer
number from the menu pulldown list.