Cisco Unity

February 4, 2008

NOTICE:

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Products Affected

Problem Description

Calls to Unity are immediately disconnected while a Windows Terminal Services (WTS) client is connected to the Unity host in WTS console mode.

Background

This issue is detailed in KB928046.

Problem Symptoms

Calls to Unity and Unity Connection are immediately disconnected.

The following errors (or similar) have been seen in the Event Log of the Unity server when this condition is experienced. These are partial captures of the errors observed due to this anomaly. Reference the Release Note for defect CSCeg39434 for the exact details.

The following errors (or similar) have been seen in the Event Log of the Unity server when this condition is experienced:

--------------------------------------------------------------- 

Event Type: Error 
Event Source: CiscoUnity_Wav 
Event Category: Error 
Event ID: 822 
Date: 11/19/2004 
Time: 10:36:48 AM 
User: N/A 
Computer: [UNITYHOSTNAME] 
Description: 
Cisco Unity's multi-media component has enountered a serious error. 

EXPLANATION: 
A serious failure has occurred on port 1 while querying a wav device for supported 
playback formats. Depending upon the severity of the failure, parties on this call 
could experience unexpected behavior or be disconnected. In some cases, further calls
on this port will not be handled correctly. 

TECHNICAL DETAILS: 
Thread 0x00000788 had a Failure on Port 1 in AvWav 

DESCRIPTION: 
File: e:\views\cs_UE4.0.4.108\un_Miu\UnityAvWav\WAVOUT.C(1231) 
Method: WavOutSupportsFormat 
Failure: call to waveOutOpen/FormatQuery failed with error(6). 

For more information, click: http://www.CiscoUnitySupport.com/find.php 
------------------------------------------------------------------------- 

------------------------------------------------------------------------- 
Event Type: Error 
Event Source: CiscoUnity_Wav 
Event Category: Error 
Event ID: 801 
Date: 11/19/2004 
Time: 10:36:48 AM 
User: N/A 
Computer: [UNITYHOSTNAME] 
Description: 
Cisco Unity's multi-media component has enountered a serious error. 

EXPLANATION: 
A serious failure has occurred on port 1 during wav media processing. 
Depending upon the severity of the failure, parties on this call could experience 
unexpected behavior or be disconnected. In some cases, further calls on this port 
will not be handled correctly. 

TECHNICAL DETAILS: 
Thread 0x00000788 had a Failure on Port 1 in AvWav 

DESCRIPTION: 
File: e:\views\cs_UE4.0.4.108\un_Miu\UnityAvWav\WAVOUT.C(1495) 
Method: WavOutFormatSuggest 
Failure: call to WavOutSupportsFormat failed. 

For more information, click: http://www.CiscoUnitySupport.com/find.php 
----------------------------------------------------------------- 

----------------------------------------------------------------- 
Event Type: Error 
Event Source: CiscoUnity_Wav 
Event Category: Error 
Event ID: 818 
Date: 11/19/2004 
Time: 10:36:48 AM 
User: N/A 
Computer: [UNITYHOSTNAME] 
Description: 
Cisco Unity's multi-media component has enountered a serious error. 

EXPLANATION: 
A serious failure has occurred on port 1 while opening a wav device for 
playback. Depending upon the severity of the failure, parties on this call could 
experience unexpected behavior or be disconnected. 
In some cases, further calls on this port will not be handled correctly. 

TECHNICAL DETAILS: 
Thread 0x00000788 had a Failure on Port 1 in AvWav 

DESCRIPTION: 
File: e:\views\cs_UE4.0.4.108\un_Miu\UnityAvWav\WAVOUT.C(425) 
Method: WavOutOpen 
Failure: call to waveOutOpen failed with error(6). 

For more information, click: http://www.CiscoUnitySupport.com/find.php 
----------------------------------------------------------------- 

----------------------------------------------------------------- 
Event Type: Error 
Event Source: CiscoUnity_Wav 
Event Category: Error 
Event ID: 801 
Date: 11/19/2004 
Time: 10:36:48 AM 
User: N/A 
Computer: [UNITYHOSTNAME] 
Description: 
Cisco Unity's multi-media component has enountered a serious error. 

EXPLANATION: 
A serious failure has occurred on port 1 during wav media processing. 
Depending upon the severity of the failure, parties on this call could experience 
unexpected behavior or be disconnected. In some cases, further calls on this port 
will not be handled correctly. 

TECHNICAL DETAILS: 
Thread 0x00000788 had a Failure on Port 1 in AvWav 

DESCRIPTION: 
File: e:\views\cs_UE4.0.4.108\un_Miu\UnityAvWav\WAV.C(1997) 
Method: WavPlayEx 
Failure: call to WavOutOpen failed. 

For more information, click: http://www.CiscoUnitySupport.com/find.php 
----------------------------------------------------------------- 

----------------------------------------------------------------- 
Event Type: Error 
Event Source: CiscoUnity_Miu 
Event Category: Error 
Event ID: 535 
Date: 11/19/2004 
Time: 10:36:48 AM 
User: N/A 
Computer: [UNITYHOSTNAME] 
Description: 
Cisco Unity's telephony component has encountered a serious error. 

EXPLANATION: 
A serious failure has occurred on port 1 while trying to play a wav file or stream. 
Depending upon the severity of the failure, parties on this call could experience 
unexpected behavior or be disconnected. In some cases, further calls on this port 
will not be handled correctly. 

TECHNICAL DETAILS: 
Thread 0x00000788 had a failure on port 1 in method CAvMiuWave::Play() 

DESCRIPTION: AvWav WavPlay failed with 0xFFFFFFFF. 
DETAILS: 
IStream: 0x016B3CE0 
HWAV: 0x000004D4 
WavState: WAV_STOPPED. 
CALLINFO: 
CallerID: 90003 
CalledID: 74000 
RedirectingID: Unknown 
Origin: Internal 
Reason: Direct 
Trunk: 0. 
CALL SEQUENCE: 
[10:35:22:078 - 0x000000F0] Drop() - S_OK 
[10:36:47:983 - 0x00000E98] LINE_APPNEWCALL(0x00010001) 
[10:36:47:983 - 0x00000E98] SetEvent(NewCall) 
[10:36:47:983 - 0x00000E98] SetEvent(CallInfoArrived) 
[10:36:48:046 - 0x00000788] Answer() entered 
[10:36:48:046 - 0x00000788] lineAnswer(0x00010001) - 0x000103E0 
[10:36:48:046 - 0x00000E98] LINE_REPLY(0x000103E0 | 0x00000000) 
[10:36:48:062 - 0x00000E98] LINECALLSTATE_CONNECTED(0x00010001 | Active) 
[10:36:48:062 - 0x00000788] WaitFor(0x000103E0 | CONNECTED) - CONNECTED 
[10:36:48:062 - 0x00000788] Answer() - S_MIU_CONNECTED 
[10:36:48:202 - 0x00000788] Play() entered 
[10:36:48:202 - 0x00000788] WavOpen(0x016B3CE0) - 0x000004D3 
[10:36:48:202 - 0x00000788] WavGetLength(0x000004D3) - 14959 
[10:36:48:202 - 0x00000788] WavClose(0x000004D3) - 0x00000000 
[10:36:48:202 - 0x00000788] WavOpen(0x016B3CE0) - 0x000004D4 
[10:36:48:202 - 0x00000788] WavSetChunks(0x000004D4) - 0x00000000 
[10:36:48:202 - 0x00000788] WavSetPosition(0x000004D4 | 0) - 0 
[10:36:48:202 - 0x00000788] WavSetVolume(0x000004D4 | 50) - 0x00000000 
[10:36:48:202 - 0x00000788] WavSetSpeed(0x000004D4 | 100) - 0x00000000 
[10:36:48:499 - 0x00000788] WavPlay(0x000004D4) - 0xFFFFFFFF. 

For more information, click: http://www.CiscoUnitySupport.com/find.php 
------------------------------------------------------------------- 

------------------------------------------------------------------- 
Event Type: Error 
Event Source: CiscoUnity_PHGreeting 
Event Category: Error 
Event ID: 437 
Date: 11/19/2004 
Time: 10:36:48 AM 
User: N/A 
Computer: [UNITYHOSTNAME] 
Description: 
An unexpected error occured while trying to play greeting for a subscriber. One 
possible reason could be that the call was disconnected while waiting for the 
phrase. This can happen when the Unity system CPU is pegged. Technical details - 
(PersonalGreeting) greeting for call handler id (null) with alias . returned 
[0x80004005] on line 3494 of file 
e:\views\cs_ue4.0.4.121\un_Conv2\AvConvPhoneHandler\AvConvPHGreetingSvr\AvSPlayGreeting.cpp. 

For more information, click: http://www.CiscoUnitySupport.com/find.php

Workaround/Solution

Workaround

1. Do not run WTS in console mode. Do not use the /console command line parameter.

2. When initiating a console-mode WTS session, change the audio settings. Select the "options" command button. Select the "local resouces" tab. Change the "remote computer sound" selection to be "leave at remote computer". These settings for the WTS session can be saved to a config file, so that when that config file is used for a future WTS console-mode session, the appropriate audio settings are used such that Unity audio is not adversely affected.

Solution 1:

Run the latest version of the Server Updates Wizard. The version Server Updates Wizard available applies the Registry change detailed in Solution 2. A future version of Server Updates Wizard, due to post by March 2008, will also have the fix for KB928046. The Server Updates Wizard can be used with either Unity or UnityConnection 1.x. The updates described must be run on each Unity or UnityConnection server.

Cisco recommends selected Microsoft updates that are important to protect Cisco Unity, Cisco Unity Connection 1.x, Cisco Unity Bridge, and voice-recognition servers.

Cisco Unity Server Updates Wizard may be obtained from cisco.com at:

Microsoft Updates for Unity (registered customers only)

Information regarding Information on Server Updates Wizard may be found here.

Solution 2:

If you are running Windows 2003 SP1:

Obtain KB928046 from the Microsoft website.

Follow the instructions below to install the Microsoft Hotfix.

The updates described must be run on each Unity or UnityConnection server. If you have only Windows 2003 SP1 installed, on the Unity or UnityConnection server, do the following:

1. Apply hotfix KB928046.

2. RESTART the Cisco Unity server when prompted.

3. When the Cisco Unity server is back on-line, do the following:

   Click Start, Click Run, Type Regedit, Click OK.

4. Locate and right-click the following registry subkey: HKEY_Local_Machine\System\CurrentControlSet\Control\Terminal Server.

5. Point to New, and then click DWORD Value.

6. Type DontUnloadConsoleAudio, and then press ENTER.

7. Right-click DontUnloadConsoleAudio, and then click Modify.

8. In the Edit DWORD Value dialog box, click Decimal, type 1 in the Value data box, and then click OK.

9. Exit Registry Editor.

If you have Windows 2003 SP2 installed, a hot fix is not necessary. On the Unity or UnityConnection server, do the following:

1. Click Start.

2. Click Run.

3. Type Regedit, and then click OK.

4. Locate and right-click the following registry subkey: HKEY_Local_Machine\System\CurrentControlSet\Control\Terminal Server.

5. Point to New, and then click DWORD Value.

6. Type DontUnloadConsoleAudio, and then press ENTER.

7. Right-click DontUnloadConsoleAudio, and then click Modify.

8. In the Edit DWORD Value dialog box, click Decimal, type 1 in the Value data box, and then click OK.

9. Exit Registry Editor.

DDTS

To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

• Open a service request on Cisco.com
• By email
• By telephone

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