Product Support Notice
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1 PSN # PSN004088u Product Support Notice 2013 Avaya Inc. All Rights Reserved. iginal publication date: 18-Oct-13. This is issue #01, published date: 18-Oct-13. Severity/risk level High Urgency Immediately Name of problem Patch 4 for System Manager 6.2 Service Pack 4 Release Products affected Avaya Aura System Manager: Release 6.2 (Service Pack 4 or earlier) Problem description Following is the list of issues fixed in patch 4 of Avaya Aura System Manager 6.2 Service Pack # 4 release: 1. Synchronization of variables fails due to SSH channel EOF. 2. Sync failing for circular coverage paths having value greater than System Manager deletes aar digit-conversion entries when editing. 4. Assigning already existing alias station to an System Manager user causes all endpoint settings to be reset based on the default alias template. 5. Pickup group and terminating extension group members are not always synchronized. 6. Group memberships are carried over in the session from one endpoint to another when using endpoint editor. 7. Support Subscriber Security option with CMM. 8. Sync of CP and CS1K via System Manager Inventory fails after upgrade of CS1K to 7.6 and System Manager to 6.2 Service Pack 4 release. 9. Only the first 50 coverage answer groups are synchronized. 10. Synchronization of agent skills fails when skill is changed using FAC. 11. Installation of System Manager 6.2 Service Pack 4 patch should abort the installation and provide the error message if the patch is tried to install on any other releases other than System Manager 6.2 Service Pack If the System Manager attributes (which are mapped in Bi-Directional sync) values are empty then Directory Synchronization job gets terminated. Resolution Patch System_Manager_06_02_ServicePack4_Patch4_r2033.bin will fix the above mentioned problems in Avaya Aura System Manager 6.2 Service Pack # 4 Release. Note: If you are applying this patch specifically for the following fixes: Unable to assign Speed Dial via phone; exceptions seen on PPM and System Manager. Users can't add/remove contacts via phone; PPM receives timeout exception from System Manager. Then please contact Avaya for the corresponding Session Manager patch on Session Manager Service Pack 4 release. You must apply the Session manager patch for the complete fix. Note: Patches prior to the patch 4 release are removed from PLDS and Support Site. Patch 4 is cumulative of earlier patches so patch 4(System_Manager_06_02_ServicePack4_Patch4_r2033.bin) can be installed on top of System Manager 6.2 Service Pack 4 or any patches which are already installed on top of Avaya Aura System Manager 6.2 Service Pack #4 release. Workaround or alternative remediation Remarks Note: This patch MUST be applied on Avaya Aura System Manager 6.2 Service Pack #4 or any patches which are installed on top of Avaya Aura System Manager 6.2 Service Pack #4 release. If you are on System Manager 6.2 Service pack 3 or older service pack of 6.2 release then you must first upgrade to 6.2 Service Pack 4 before applying this patch. To determine the System Manager 6.2 Service Pack 4 release that is running: Log on to System Manager Web Console. Click the About link on the home/landing page. Verify that the System Manager Build No. is Build No and Software Update Revision No: (For 6.2 Service Pack 4)
2 Build No and Software Update Revision No: (For 6.2 Service Pack 4 patch 1) Build No and Software Update Revision No: (For 6.2 Service Pack 4 patch 2) Build No and Software Update Revision No: (For 6.2 Service Pack 4 patch 3) Note: This patch also contains the fixes from earlier patches (patch 1, patch 2 and patch 3) of Avaya Aura System Manager 6.2 Service Pack #4 Release. The fixes available in the earlier patches of System Manager 6.2 Service Pack 4 release are as follows: 1. Loose the last name on CPND when sync communication profiles. Wrong CPND visible by end users. No names match, which causes subsequent problems with further synchronization with UPM, wrong names in corporate directory. 2. System Manager Application Service stops periodically then never be back to work. After installing System Manager Service Pack 3 and configuring cs1k, the JBoss service stopped automatically after running properly for a few days. Trying with "service JBoss start" didn't help; the service came up about 5 minutes then stopped again. 3. Administrator cannot configure user and limit access to the Phones section only in CS1000 Element Manager. 4. System Upgrade of Linux Co-resident Call Server fails (LinuxBase is successfully installed but CS1K applications fail to install due to invalid keycode file). 5. System Manager Web Console inaccessible when unsecure LDAP used to communicate with Modular Messaging. Adding users via UPM could get Some internal error.., deleting users would get Exception: HttpClientError: SSL SSLContext not available, selecting Scheduler->select job-> More Actions->View Log would get Some internal error, and when trying to log on to a new session, a blank page is display (would never see the login page). 6. Occasionally would experience an exception after System Manager Sync with Modular Messaging completed. The sync job fails with an error indicating that the transaction is not active. 7. Sync job to CMM fails with invalid byte sequence error. 8. In a log if a number is followed by string starting with "E", logging service is unable to process logs. 9. If any log is not in Avaya logging format, logging service is unable to process but repeatedly tries to process the same log, causing large number of log buff files. 10. When configuring a multi-cabinet system for Meeting Exchange 6.2 using System Manager 6.2 Service Pack 4 or earlier releases, phone numbers associated with DDI s are lost when editing alternate bridges. This is due all cabinets/bridges being considered when DDI phone numbers are edited rather than just the bridge affected. 11. Unable to assign Speed Dial via phone; exceptions seen on PPM and System Manager. 12. Users can't add/remove contacts via phone; PPM receives timeout exception from System Manager. 13. Unable to unassign the communication profile (the phone) from System Manager user without deleting it from the CS1K. 14. IE8 hangs on Messaging Communication Profile when customer selects 'Use existing Subscriber'. 15. System upgrade from to of Cores Call Server fails. 16. Add / Edit user is failing in following scenario with error value="#{cmcommprofilebean.getactualvoic boxnumber(cmcommprofilebean.cmcommprofile.voic number)} ": Illegal Syntax for Set Operation. 17. Notify Sync is processing false commands every time. 18. Command list agent-loginid is giving incorrect output when managed element is CM 6.0+ or later. 19. IPTCM skips "change locations" NCM screens on System Manager 6.2 when using IE7 and IE Coverage path values are not populated when a station template is selected via Global Endpoint Change. 21. Edit ars digit conversion entries fails with exception Entry already exists in the table. Note: If you are applying this patch specifically for the following fixes: Unable to assign Speed Dial via phone; exceptions seen on PPM and System Manager. Users can't add/remove contacts via phone; PPM receives timeout exception from System Manager. Then please contact Avaya for the corresponding Session Manager patch on Session Manager Service Pack 4 release. You must apply the Session manager patch for the complete fix. Patch Notes The information in this section concerns the patch, if any, recommended in the Resolution above. Backup before applying the patch Recommended If System Manager installation is System Platform based deployment, then perform a backup from System Platform console (full system backup) and also from the System Manager console (only System Manager backup) Avaya Inc. All Rights Reserved. Page 2
3 If System Manager installation is VE based deployment, then perform a backup from the System Manager console. Download Follow the instructions below to download the patch: 1. Go to 2. Click on Downloads & Documents link on the dashboard menu. 3. Enter product name as system manager and then select Avaya Aura System Manager 4. Select 6.2.x from the Choose Release dropdown 5. Click on Avaya Aura System Manager Release 6.2 Service Pack 4 Downloads if you have System Manager Release 6.2 Service Pack 4 installed. 6. Click on the patch file System_Manager_06_02_ServicePack4_Patch4_r2033.bin to download for System Manager 6.2 Service Pack 4 Release. Patch install instructions Service-interrupting? Note: This patch MUST be applied on Avaya Aura System Manager 6.2 Service Pack #4 or any patches which are installed on top of Avaya Aura System Manager 6.2 Service Pack #4 release. If you are on System Manager 6.2 Service pack 3 or older service pack of 6.2 release then you must first upgrade to 6.2 Service Pack 4 before applying this patch. Follow the instructions below to install the patch through System Platform Web Console: Installing the service pack through System Platform Web Console is the preferred method of installation. Yes. During the patch installation the System Manager services (web access to System Manager) will be disrupted for approximately 45+ minutes. 1. Log on to System Platform Web Console with admin credentials. 2. Download the service pack: a. Click Server Management > Patch Management. b. Click Download/Upload. c. On the Search Local and Remote Patch page, select the location to search for the service pack from the following list: Avaya Downloads (PLDS) HTTP SP Server SP CD/DVD SP USB Disk Local File System d. If you select HTTP or SP Server, provide the URL to the service pack. e. In case of HTTP, click Configure Proxy to specify a proxy server if required. f. If you select Local File System, click Add to locate the service pack file on your computer and then upload. g. Use Search to search the required service pack. h. Choose the service pack, and click Select. 3. Install the service pack by performing the following steps: a. Select Server Management > Patch Management. b. Click on Manage. c. On the Patch List page, the status of the patch ID System_Manager_R6.2_SP4_2033 must be Not Installed. d. Click on a patch ID System_Manager_R6.2_SP4_2033 to see the details. e. On the Patch Detail page, click Install. f. Wait for the patch installation to complete. 4. Verify the service pack installation using one of the following ways: From System Platform Web Console: a. Log on to System Platform Web Console with admin credentials. b. Click Server Management > Patch Management. c. Click Manage. d. On the Patch List page, verify that the status of the patch ID, 2013 Avaya Inc. All Rights Reserved. Page 3
4 System_Manager_R6.2_SP4_2033, is Pending. If the status is: Pending - The service pack is applied and must be committed or rolled back. Installed - The service pack is in the installed state. Not Installed - The service pack is not installed. Installation has failed. From System Manager Web Console: a. Log on to the System Manager Console. Click About on the top-right corner of the Home page. Verify that the system displays the version information in the following format: System Manager SP4 Build No Software Update Revision No: Perform one of the following on System Platform Web Console: a. If the Service Pack installation is successful, commit the service pack installation using the following steps: 1. Click Server Management > Patch Management. 2. Click on Manage. 3. On the Patch List page, the status of the patch ID System_Manager_R6.2_SP4_2033 must be Pending. 4. Click the patch ID System_Manager_R6.2_SP4_2033 to see the details. 5. On the Patch Detail page, click Commit. b. If the Service Pack installation fails, click Rollback. Follow the instructions below to install the patch through System Manager CLI for Virtualization Enablement (VMWare) environment : 1. Get access to the System Manager Command Line Interface using the appropriate local OS user with root level permission. 2. Copy (System_Manager_06_02_ServicePack4_Patch4_r2033.bin) from your system to the system on which you have installed System Manager Release. 3. Navigate to the directory where you copied the patch installer and grant execute permissions to the file using the following command: # chmod +x System_Manager_06_02_ServicePack4_Patch4_r2033.bin 4. Run the patch installer using the following command: # sh System_Manager_06_02_ServicePack4_Patch4_r2033.bin 5. Wait for the system to execute the patch installer and display the installer prompt. 6. Log on to System Manager Console, and verify whether the System Manager UI is displayed correctly. Verification To verify the successful installation Patch: 1. Log on to System Manager Console. Click the About link on the home/landing page. Verify that the System Manager Build No. is System Manager SP4. Build No Software Update Revision No: Failure In case of issues with the patch, you can: 1. Retry the action. Carefully follow the instructions in this document. 2. Contact Avaya Support, with following information: Problem description, detailed steps to reproduce the problem, if any and the release version in which the issue occurs Patch rollback instructions Re-install System Manager and patch to the version of the backup and then restore the backup that was taken prior to patch installation Avaya Inc. All Rights Reserved. Page 4
5 Security Notes The information in this section concerns the security risk, if any, represented by the topic of this PSN. Security risks Avaya Security Vulnerability Classification Not Susceptible Mitigation For additional support, contact your Authorized Service Provider. Depending on your coverage entitlements, additional support may incur charges. Support is provided per your warranty or service contract terms unless otherwise specified. Avaya Support Contact Telephone U.S. Remote Technical Services Enterprise U.S. Remote Technical Services Small Medium Enterprise U.S. Remote Technical Services BusinessPartners for Enterprise Product BusinessPartners for Small Medium Product Please contact your distributor. Canada Caribbean and Latin America Europe, Middle East, and Africa Asia Pacific Disclaimer: ALL INFORMATION IS BELIEVED TO BE CORRECT AT THE TIME OF PUBLICATION AND IS PROVIDED AS IS. AVAYA INC., ON BEHALF OF ITSELF AND ITS SUBSIDIARIES AND AFFILIATES (HEREINAFTER COLLECTIVELY REFERRED TO AS AVAYA ), DISCLAIMS ALL WARRANTIES, EITHER EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AND FURTHERMORE, AVAYA MAKES NO REPRESENTATIONS OR WARRANTIES THAT THE STEPS RECOMMENDED WILL ELIMINATE SECURITY OR VIRUS THREATS TO CUSTOMERS SYSTEMS. IN NO EVENT SHALL AVAYA BE LIABLE FOR ANY DAMAGES WHATSOEVER ARISING OUT OF OR IN CONNECTION WITH THE INFORMATION OR RECOMMENDED ACTIONS PROVIDED HEREIN, INCLUDING DIRECT, INDIRECT, CONSEQUENTIAL DAMAGES, LOSS OF BUSINESS PROFITS OR SPECIAL DAMAGES, EVEN IF AVAYA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE INFORMATION PROVIDED HERE DOES NOT AFFECT THE SUPPORT AGREEMENTS IN PLACE FOR AVAYA PRODUCTS. SUPPORT FOR AVAYA PRODUCTS CONTINUES TO BE EXECUTED AS PER EXISTING AGREEMENTS WITH AVAYA. All trademarks identified by or TM are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners Avaya Inc. All Rights Reserved. Page 5
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