Troubleshooting NN Nortel Media Application Server and Interactive Communications Portal

Transcription

1 Release: MAS 6.1 and ICP 1.0 Document Revision: NN

2 Release: MAS 6.1 and ICP 1.0 Publication: NN Document release date: 24 September 2009 While the information in this document is believed to be accurate and reliable, except as otherwise expressly agreed to in writing NORTEL PROVIDES THIS DOCUMENT "AS IS" WITHOUT WARRANTY OR CONDITION OF ANY KIND, EITHER EXPRESS OR IMPLIED. The information and/or products described in this document are subject to change without notice. Nortel, Nortel Networks, the Nortel logo, and the Globemark are trademarks of Nortel Networks. Windows is a trademark of Microsoft Corporation. All other trademarks are the property of their respective owners.

3 . Contents 3 New in this release 9 Features 9 Element Manager Known Issues 9 Unified Communications Management Known Issues 10 Other Changes 10 Introduction 11 Call Completion Failure 13 An In-service MAS rejects calls Data 15 Backup and Restore is not allowed Data Synchronization in progress alarm is raised Element Manager 17 Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation The page cannot be displayed error appears when connecting to Element Manager - Scenario The page cannot be displayed error appears when connecting to Element Manager - Scenario Problems connecting to Element Manager after installing Web Collab App 22 22

4 4 22 Corporate Directory Dialer changes to cdd Unable to log into Element Manager User name and password entries retained by browser Event order during restore incorrect System unavailable message Security prompt displayed when accessing active sessions page Login button does not appear on the login screen After login the browser hangs Incompatibility in access of web services Provision media page is incompatible with Internet Explorer Element name does not appear as a hyperlink Delivery 29 Simple Mail Transport Protocol (SMTP) Mail Delivery is not working Emergency recovery trees 31 In-service MAS rejects calls recovery tree 31 Nodal license is not working recovery tree 33 Cannot access Element Manager recovery tree 34

5 5 Multimedia Communication System (MCS) General Issues 35 Nodal License Key is not working Multimedia Communication System (MCS) Unified Communications 37 MWI (Message Waiting Indication) does not light for new Voice Mail messages Calls do not rollover automatically to Voice Mail Media 39 Digit collection issues and login failures Unsupported Codec when calling MAS Reporting 41 Immediate execution of report times out not sent after report is configured Java Out of Memory Error Recurring Scheduled Job does not create report or report is empty Java Memory Usage is high Report shows Start as 00:00:00 and not as the default Start value Scheduled job fails to execute

6 6 Report ed only to first address in recipient list Security 47 TLS connection issues SIP 49 Calls rejected with reason 403 Use Proxy Calls redirected with reason 305 Use Proxy SNMP 51 MAS alarms do not appear on Element Management Unified Communications Management 53 Server Error on UCM pages when using 3-tier Domains in FQDN - xxx.nortel.com.uk Problems logging on to Element Manager/UCM for the first time after an ICP installation An item CND appears as Failed at the last step of UCM initial security configuration 56 Potential Causes Problems logging on to Element Manager when the server is in a UCM primary-member-backup configuration Problems logging on to Element Manager with the local-login link and an emergency account other than nortelmasadmin The Access Denied page appears after logging into Element Manager on a UCM member server

7 7 Member server with ICP 1.0 cannot connect to Primary or Backup server with ICP FP Logs task not in Tools summary page on Backup server JavaScript error occurs on the User Roles page Element description saved incorrectly Resetting an Expired Password The password reset page is not available in ICP The Common Network Directory service fails to initialize during Security Configuration Adding a new certificate profile Invalid certificate warning Downgrading ICP does not work Kerberos authentication error Failure to configure UCM backup security server to CS Other issues VoiceXML on Interactive Communications Portal 69 Increase maximum VXML sessions beyond

8 8 69 Increased VXML channels for ICP delays VXML pages Grammar load failures when testing a speech application MRCP LVR and TTS resource usage issues Problems setting vendor specific LVR parameters No response from Nuance speech server No resources response from MRCP client side

9 . New in this release 9 The following sections detail what s new in Nortel Media Application Server and Interactive Communications Portal (NN ) for Media Application Server (MAS) for Release 6.1 and Interactive Communications Portal (ICP) for Release 1.0 with Feature Pack 3. "Features" (page 9) "Other Changes" (page 10) Features See the following sections for information about feature changes: "Element Manager Known Issues" (page 9) "Unified Communications Management Known Issues" (page 10) Element Manager Known Issues The section Element Manager contains the following new sections reflecting the known issues in ICP FP3. These new sections are the following: "User name and password entries retained by browser" (page 23) "Event order during restore incorrect" (page 23) "System unavailable message" (page 24) "Security prompt displayed when accessing active sessions page" (page 24) "Login button does not appear on the login screen" (page 24) "After login the browser hangs" (page 25) "Incompatibility in access of web services" (page 26) "Provision media page is incompatible with Internet Explorer 8" (page 26) "Element name does not appear as a hyperlink" (page 27)

10 10 New in this release Unified Communications Management Known Issues The section Unified Communications Management contains the following new sections reflecting the known issues in ICP FP3. These new sections are the following: "Adding a new certificate profile" (page 62) "Invalid certificate warning" (page 66) "Downgrading ICP does not work" (page 67) "Kerberos authentication error" (page 67) "Failure to configure UCM backup security server to CS 1000" (page 67) Other Changes There are no other changes to this document.

11 . Introduction 11 The Nortel Media Application Server and Interactive Communications Portal (NN ) document provides information about troubleshooting for Media Application Server (MAS) 6.1 and Interactive Communications Portal (ICP) product. Prerequisites For detailed information about fault management, logs and alarms, see Fault Management (NN ). For detailed information about performance management, operational measurements and reports, see Nortel Media Application Server and Interactive Communications Performance Management - Operational Measurements and Reporting (NN ). Navigation "Call Completion Failure" (page 13) "Data" (page 15) "Element Manager" (page 17) " Delivery" (page 29) "Emergency recovery trees" (page 31) "Unified Communications Management" (page 53) "Multimedia Communication System (MCS) General Issues" (page 35) "Multimedia Communication System (MCS) Unified Communications" (page 37) "Media" (page 39) "Reporting" (page 41) "Security" (page 47) "SIP" (page 49) "SNMP" (page 51)

12 12 Introduction "Unified Communications Management" (page 53) "VoiceXML on Interactive Communications Portal" (page 69)

13 . Call Completion Failure 13 This section provides descriptions, possible causes, and solutions for common issues and error messages that relate to call completion failures. Navigation "An In-service MAS rejects calls" (page 13) An In-service MAS rejects calls The Media Application Server (MAS) rejects incoming SIP calls for one or more service types. Consult the Log Viewer to identify attempts to launch an uninstalled or unlicensed service. Any of the following reasons can cause this problem. Calls to services on MAS that are not licensed, receive a SIP final response indicating that the service is unavailable. The proxy configuration is incomplete. The target service application is not installed. The MAS is in the Pending Lock state. Each solution relates to a possible cause. Licensing 1. To see the number and variety of installed licenses in Element Manager, navigate to Licensing, Licensing Configuration. 2. Ensure that the required licenses are installed and available. 3. Restart the MAS to activate any newly installed license.

14 14 Call Completion Failure Proxy Configuration 1. In Element Manager, navigate to System Configuration, Signaling, SIP, Nodes and Routes and ensure that all required Trusted Nodes are configured. 2. In Element Manager, navigate to System Configuration, Signaling, SIP, Nodes and Routes and ensure that all SIP Routes are configured. Application Installation 1. In Element Manager, navigate to Products and Applications, Packaged and ensure that the target service is installed. 2. If necessary, install the application by launching it in the application installer. Pending Lock MAS 1. Check the state of the MAS. In Element Manager, navigate to System Status, Element Status. A MAS in the Pending Lock state rejects new service requests. 2. Set the MAS state to the Unlocked state to accept calls. In Element Manager, navigate to System Status, Element Status. Select More Actions. Select Unlock.

15 . Data 15 This section provides details, possible causes, and solutions for common issues and error messages that relate to Data issues. Navigation "Backup and Restore is not allowed" (page 15) "Data Synchronization in progress alarm is raised" (page 15) Backup and Restore is not allowed After a Media Application Server (MAS) software upgrade, you receive a BackupRestore error when attempting to restore an older backup file to the MAS. The Restore operation prevents restoration of old configurations with outdated schemas to a newer, incompatible MAS software load. Restorations of service data are not as restrictive. You can restore an older configuration data backup file as follows. 1. Uninstall the current MAS software. 2. Reinstall the MAS software version that is compatible with the backup file you want to restore. 3. Restore the backup file to the MAS software version you installed in Step Upgrade the MAS to the latest software version. The upgrade process automatically converts the data for the upgraded load. Data Synchronization in progress alarm is raised The minor alarm Data Synchronization in Progress on the MAS indicates a data synchronization audit is ongoing between the Primary and Secondary nodes in a cluster. The duration of the synchronization is directly proportional to the amount of subscriber data on the system.

16 16 Data The synchronization occurs any time the Primary and Secondary servers in a cluster establish a connection to each other. Typically, the cause is a restart of one of the nodes or a reestablishment of a lost network connection between the peers. Typically, no action is required. Data synchronization does not put the MAS into a state that blocks any processing. If both MAS servers are synchronizing due to a restart, in most cases, they have the data required for application functionality. In general, when there is the potential that one machine was out of service while the other was in service, a data delta can exist. In this case, the synchronization audit addresses this issue. If an application data request occurs on a MAS that has not received new data from its peer due to an in progress synchronization, that request will fail. The alarm is raised to bring this potential issue to the attention of the administrators controlling traffic the MAS. The alarm indicates that there is possibility for a data mismatch between the nodes until the audit is complete and the alarm is cleared. Any data changes received during a synchronization are reflected immediately on both nodes. (This condition also occurs when the synchronization is not running.) In most cases, synchronization is considered as a background audit. You can ignore this condition, unless one machine is known to be missing data or complete data integrity is required and there were known changes while the peers were isolated from each other. The only potential action is temporarily reroute calls away from a newly installed MAS, which lacks a full data set, to another MAS until the synchronization is complete.

17 . Element Manager 17 This section provides details, possible causes, and solutions for common issues and error messages that relate to Element Manager (EM). Navigation "Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation" (page 17) "The page cannot be displayed error appears when connecting to Element Manager - Scenario 1" (page 19) "The page cannot be displayed error appears when connecting to Element Manager - Scenario 2" (page 20) "Problems connecting to Element Manager after installing Web Collab App" (page 22) "Corporate Directory Dialer changes to cdd" (page 22) "Unable to log into Element Manager" (page 23) "User name and password entries retained by browser" (page 23) "Event order during restore incorrect" (page 23) "System unavailable message" (page 24) "Security prompt displayed when accessing active sessions page" (page 24) "Login button does not appear on the login screen" (page 24) "After login the browser hangs" (page 25) "Incompatibility in access of web services" (page 26) "Provision media page is incompatible with Internet Explorer 8" (page 26) "Element name does not appear as a hyperlink" (page 27) Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation After you successfully install the software and reboot, you cannot open Element Manager by clicking the shortcut on your desktop.

18 18 Element Manager The system contains multiple installations of JDK. To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Services. 3. If the Services window does not include Nortel JBoss Service, click the Windows Start button. OR If the Services window includes Nortel JBoss Service, stop here and check the troubleshooting list for another cause. 4. Point to Control Panel, Add or Remove Programs. 5. In the Add or Remove Programs window, click Nortel Interactive Communications Portal. 6. Click Change/Remove to remove the software. 7. After the system removes the software, click Done. The system automatically reboots. 8. Click the Windows Start button. 9. Point to Control Panel, Add or Remove Programs. 10. If the Add or Remove Programs window contains JDK, click JDK. OR If the Add or Remove Programs window does not contain JDK, go to "step 13"(page 18). 11. Click Change/Remove to remove JDK. 12. After the system removes JDK, click Done. The system automatically reboots. 13. Click the Windows Start button. 14. Point to Control Panel, Add or Remove Programs. 15. If the Add or Remove Programs window contains JRE, click JRE. OR If the Add or Remove Programs window does not contain JRE, go to "step 18"(page 19). 16. Click Change/Remove to remove JRE. 17. After the system removes JRE, click Done. The system automatically reboots.

19 The page cannot be displayed error appears when connecting to Element Manager - Scenario Re-install the software. For information about installing ICP, see Nortel Media Application Server and Interactive Communications Portal Installation (NN ). 19. If the problem is not resolved, contact Nortel Support personnel. The page cannot be displayed error appears when connecting to Element Manager - Scenario 1 When you connect to Element Manager, the browser shows the following error: The page cannot be displayed. The installer does not completely install JDK because the system contained JDK before the installation, or it contains an incorrectly-named file or directory. To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Services. 3. If the Services window does not include Nortel JBoss Service, see "Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation" (page 17). OR If the Services window includes the Nortel JBoss Service and the status is not Started, right-click Nortel JBoss Service, and then select Start on the shortcut menu. 4. If JBoss starts properly, wait for about 3-5 minutes, and then try to access Element Manager again. OR If JBoss does not start properly, go to "step 6"(page 19). 5. If you cannot access Element Manager after starting JBoss, see "The page cannot be displayed error appears when connecting to Element Manager - Scenario 2" (page 20). 6. Click the Windows Start button. 7. Point to Control Panel, Add or Remove Programs. 8. If the Add or Remove Programs window contains multiple instances of JDK, click an extra instance of JDK. OR

20 20 Element Manager If the Add or Remove Programs window contains no instances of JDK, open a command prompt, type java -version, and press Enter. The command prompt shows the following message if JDK does not exist: java is not recognized as an internal or external command, operable program or batch file. If you see this message, go to "step 11"(page 20). 9. Click Change/Remove to remove the extra instance of JDK. 10. After the system removes the extra instance of JDK, click Done. The system automatically reboots. Repeat steps 8 to 10 until all extra instances of JDK are removed, and then go to "step 18"(page 20). 11. Click the Windows Start button. 12. Point to All Programs, Accessories, Windows Explorer. 13. Browse through drive C, drive D, and any additional physical partition to locate any file or directory with the name starting with Program or Programs (except the normal Windows directory called Program Files). 14. If you locate a file or directory with the name starting with Program (except the normal Windows directory called Program Files), right-click the file or directory, select Rename on the shortcut menu, and rename to another name that does not start with Program or Programs. 15. Uninstall the software cleanly. 16. Re-install the software. For information about installing ICP, see Nortel Media Application Server and Interactive Communications Portal Installation (NN ). 17. The system automatically reboots. Repeat steps 8 to 10 until all extra instances of JDK are removed, and then go to "step 18"(page 20) 18. Try to access Element Manager. 19. If The page cannot be displayed error still appears when connecting to Element Manager, contact Nortel Support personnel. The page cannot be displayed error appears when connecting to Element Manager - Scenario 2 When you connect to Element Manager, the browser shows the following error: The page cannot be displayed. The system logs a Common Network Directory (CND) failure.

21 The page cannot be displayed error appears when connecting to Element Manager - Scenario 2 21 To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Services. 3. If the Services window does not include the Nortel JBoss Service, stop here and see "Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation" (page 17). OR If the Services window includes the Nortel JBoss Service and the status is not Started, right-click Nortel JBoss Service, and then select Start on the shortcut menu. 4. Click the Windows Start button. 5. Point to All Programs, Accessories, Windows Explorer. 6. In Windows Explorer, locate the directory where software is installed. Typically, the system installs the software in D:\Program Files\Nortel\Multimedia_Applications. 7. Within the Multimedia_Application directory, navigate to the following directory: JBoss\server\default\log. Typically, the path is D:\Program Files\Nortel\Multimedia_Applications\ JBoss\server\default\log. 8. Using Notepad or Wordpad, open server.log. 9. If the server.log does not contain an inline ERROR about CND or any other errors, stop here and contact Nortel Support personnel. OR If the server.log contains an inline ERROR about CND, click the Windows Start button. OR If an ERROR is not about CND, make a copy of the server.log file and send it to the proper contact(s). 10. Point to Control Panel, Administrative Tools, Services. 11. Right-click Nortel JBoss Service, and then select Stop on the shortcut menu. 12. Right-click Nortel Common Network Directory, and then select Stop on the shortcut menu. 13. Click the Windows Start button. 14. Point to All Programs, Accessories, Command Prompt.

22 22 Element Manager 15. In the command prompt, type D:, and then press Enter to change Drive to D. 16. Type cd \Program Files\Nortel\Multimedia_Application s\cnd, and then press Enter to change the directory to D:\Program Files\Nortel\Multimedia_Applications\CND. 17. Run the following command: db_recover -h data. If the db_recover tool runs without error, it has no output. 18. In the Services window, right-click Nortel Common Network Directory, and then select Start on the shortcut menu. 19. Right-click Nortel JBoss Service, and then select Start on the shortcut menu. 20. Wait for about 3-5 minutes after the restart, and then access Element Manager again. Problems connecting to Element Manager after installing Web Collab App You cannot connect to Element Manager after you install Web Collab App. You must restart Nortel MAS service after you install Web Collab App as part of the normal installation process. To ensure that you can connect to Element Manager after you install the Web Collab App, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Services. 3. In the Services window, right-click Nortel MAS Service, and then select Start on the shortcut menu. 4. Open Element Manager. Corporate Directory Dialer changes to cdd The name of the custom application Corporate Directory Dialer is set to cdd in the task Applications, Custom Applications. Once the application name Corporate Directory Dialer changes to cdd, it also affects what is displayed for the custom application Corporate Directory Dialer in the task Applications, Signaling Translations. This issue only exists if ICP is installed.

23 Event order during restore incorrect 23 If the application cdd exists in the Applications, Custom Application page, select it and click Edit. Change the application name to Corporate Directory Dialer and click Save. Unable to log into Element Manager Rarely, a user may be unable to log into Element Manager and the Nortel Common Network Directory service is not running and exits when it is manually restarted. This issue is possibly caused by a corrupted CND database. To recover a possible corrupted CND database: 1. Open Windows Services Control Manager (Start, Settings, Control Panel, Administrative Tools, Services). 2. Stop the Nortel Common Network Directory service. Make sure the service does stop before proceeding further. 3. Open a command prompt window. Go to the CND installation directory (by default, it is D:\Program Files\Nortel\Multimedia_Applications\CND ) and run the command: db_recover h data This executable can be used to recover a corrupted CND database. Note that the tool has no effect on a database that is not corrupted. If the tool runs without error, it has no output. 4. In Services Control Manager, start the Nortel Common Network Directory service. User name and password entries retained by browser User name and password data may be retained by the browser. This issue only occurs when using the Firefox browser. As an example, the configuration fields HTTP Digest Authentication User Name and HTTP Digest Authentication Password within the task, System Configuration, Network Settings, General Settings under the SOAP category, may already contain the user name and password. When prompted by the browser, Do you want Firefox to remember this password? do not choose Remember. Event order during restore incorrect Events raised during a restore are out of sequence.

24 24 Element Manager Events raised during restore operation are not shown in the event viewer in the order they were actually raised. For example, the events may occur in the following order: "started restore 1" > "started restore 2" > "finished restore 1". However, the "finished" event is raised before the "started" event for restore 2. None. System unavailable message Element Manager shows a System Unavailable Due to Maintenance screen and the browser reports CSS and JavaScript errors. Unknown. Although the screen content is correct, the browser reports that the web page contains errors, however, these errors can be ignored. Security prompt displayed when accessing active sessions page When accessing the Active Sessions page (under System Status, Monitoring) for the first time after login, administrators get a security prompt asking, This page contains both secure and nonsecure items. Do you want to display the nonsecure items? Based on the level of security set in the browser, the message is displayed requiring user input. When prompted with the dialog, click Yes to proceed. Login button does not appear on the login screen The login button does not appear on the login screen. Javascript is not enabled in the browser. Depending on the browser, follow one of the procedures below to enable Javascript.

25 After login the browser hangs 25 Internet Explorer 1. Within Internet Explorer select Tools, Internet Options. 2. Select the Security tab. 3. Select Custom Level. 4. Scroll to the option Scripting, Active scripting. 5. Select Enable. 6. Click OK on each screen until exited from Internet Options. Firefox 1. Within Firefox select Tools, Options. 2. Select the Contents option. 3. Check the Enable JavaScript check box. 4. Click OK. After login the browser hangs After login the browser hangs with the message, Please wait for Element Manager to start. The local machine s Fully Qualified Domain Name (FQDN) is not in the list of Local Intranet or Trusted sites. Follow the procedure below to add the local machine s FQDN as a trusted site. 1. Within Internet Explorer select Tools, Internet Options. 2. Select the Security tab. 3. Select Trusted sites. 4. Select Sites. 5. Enter the local machine s FQDN into the field under, Add this website to the zone:. 6. Select Add. Attention: If the FQDN cannot be added, uncheck the Require server verification ( for all sites in this zone check box then select Add.

26 26 Element Manager 7. Click Close then OK on the following screen. Incompatibility in access of web services Incompatibility in access of web services between the releases of pre-icp FP3 ( ) and ICP FP3. Due to an upgrade in web service library used by EM in ICP FP3 release, incompatibility occurs in access of web services between the releases of pre-icp FP3 and ICP FP3. Make sure all systems are installed or upgraded to ICP FP3. Provision media page is incompatible with Internet Explorer 8 Working with a namespace within the Provision Media page of Element Manager does not work properly with Internet Explorer 8. Known bug in Internet Explorer 8 in the third party library (Richfaces). Follow procedure below to enable Compatibility View in Internet Explorer 8. Attention: If Internet Explorer 8 is used on the MAS server itself, the change in Compatibility View must be done after ICP or MAS installation, once Element Manager s URL is known. 1. In Internet Explorer 8 select Tools, Compatibility View Settings. 2. Enter the server address into the field Add this website:. 3. Click Add. 4. Click Close.

27 Element name does not appear as a hyperlink 27 Attention: If Internet Explorer 8 is used elsewhere other than the MAS server (for example, an administrator s PC), follow the procedure to add Element Manager s URL to the list of web pages that require compatibility mode in Internet Explorer 8. Element name does not appear as a hyperlink The Element name in System Status, Cluster Status does not appear as a hyperlink. For the Element name to appear as a hyperlink, two conditions must be met: The name of the element must be available. The FQDN of the element must be available and expressed as hostname.companyname.com. For example, if the hostname of the server is icp101, then the FQDN would be icp101.lab.nortel.com. Make sure the FQDN is expressed as hostname.companyname.com.

28 28 Element Manager

29 . Delivery 29 This section provides details, possible causes, and solutions for common issues and error messages that relate to delivery. Navigation "Simple Mail Transport Protocol (SMTP) Mail Delivery is not working" (page 29) Simple Mail Transport Protocol (SMTP) Mail Delivery is not working Recorded conferences or expected s are not delivered as expected. Configuration, provisioning, or SMTP server availability are the typical causes for this symptom. Network security settings are preventing access to the SMTP server. Each of the following solutions can resolve this problem. Ensure that an SMTP server address is configured for the service in question. You can configure these settings on the provisioning system connected to the MAS. In some cases, each user must have a destination address provisioned and saved to the MAS. Ensure that the network settings allow the MAS access to the SMTP server configured as the server. Check for firewalls and other security settings. Ensure that the SMTP server address configured refers to a valid in service mail server.

30 30 Delivery

31 . Emergency recovery trees 31 This section provides the procedures to recover from field outages as quickly as possible. Navigation "In-service MAS rejects calls recovery tree" (page 31) "Nodal license is not working recovery tree" (page 33) "Cannot access Element Manager recovery tree" (page 34) In-service MAS rejects calls recovery tree Use the following recovery tree when an in-service MAS rejects calls.

32 32 Emergency recovery trees Figure 1 In-service MAS rejects calls recovery tree

33 Nodal license is not working recovery tree 33 Nodal license is not working recovery tree Use the following recovery tree when the nodal license is not working. Figure 2 Nodal license is not working recovery tree

34 34 Emergency recovery trees Cannot access Element Manager recovery tree Use the following recovery tree when you cannot access Element Manager. Figure 3 Cannot access Element Manager recovery tree

35 . Multimedia Communication System (MCS) General Issues 35 This module provides details, possible causes, and solutions for common issues and error messages that relate to general Multimedia Communication System (MCS) issues when the Media Application Server is used with MCS. MCS refers to systems in the Multimedia Communication Portfolio, including Application Server 5300 and Adaptive Application Engine. Navigation "Nodal License Key is not working" (page 35) Nodal License Key is not working The existing Nodal License Key is not working. The Use License Server scheme is enabled, instead of the Use Nodal License scheme. Enable the Use Nodal License scheme, as follows: 1. In Element Manager, navigate to Licensing, Licensing Configuration. 2. To enable Nodal Licensing, select the Use Nodal Licensing option. 3. Ensure that a Nodal License key is entered in the Keys area. 4. Restart the node. A restart is required to switch to the Nodal License Key after it is configured.

36 36 Multimedia Communication System (MCS) General Issues

37 . Multimedia Communication System (MCS) Unified Communications 37 This module provides details, possible causes, and solutions for common issues and error messages that relate to Multimedia Communication System (MCS) Unified Communications issues. MCS refers to systems in the Multimedia Communication Portfolio, including Application Server 5300 and Adaptive Application Engine. Navigation "MWI (Message Waiting Indication) does not light for new Voice Mail messages" (page 37) "Calls do not rollover automatically to Voice Mail" (page 38) MWI (Message Waiting Indication) does not light for new Voice Mail messages New messages left for a Unified Communications subscriber do not cause the subscriber s message waiting indicator lamp to light. However, the message is actually present and can be retrieved. A Session Initiation Protocol (SIP) route to the proxy is not defined on the Media Application Server (MAS). To resolve this problem, do the following: 1. In Element Manager, navigate to System Configuration, Signaling, SIP, Nodes and Routes. 2. Ensure that a route to the proxy exists for the subscriber s domain. 3. If a route to the proxy does not exist, add the proxy to the trusted nodes list.

38 38 Multimedia Communication System (MCS) Unified Communications Calls do not rollover automatically to Voice Mail Calls to a user who is either not logged on or does not answer the call, do not rollover automatically to voice mail. However, calls to Express Messaging and Message Retrieval can still be completed. The VMS Host configuration on the MCS provisioning system is incorrect. This is not a MAS issue. However, you can resolve the issue on the MCS provisioning system. 1. From the MSC provisioning system, navigate to Voice Mail, List VMS Hosts. 2. Edit the details of the VMS Host used for the domain in question. 3. Verify that the Host Address you specify for this node uses Host URL and not a preconfigured Address Name. Also, verify that the URL displays follows. Replace the text yourdomain with the name of the correct domain. sip:ucmsgrtv@yourdomain;trusted

39 . Media 39 This module provides details, possible causes, and solutions for common issues and error messages that relate to Media issues. Navigation "Digit collection issues and login failures" (page 39) "Unsupported Codec when calling MAS" (page 40) Digit collection issues and login failures Users are unable to log on to MAS services because of problems occurring with digit collection. If the client is connecting to the MAS through a PSTN or other form of internet gateway device; then that device must be configured to properly translate digits to the format it negotiates with the MAS. You can use three digit signaling formats: Inband DTMF tones, RFC 2833 telephone events, and SIP INFO digits. Both the client and the gateway device must communicate digits according to the methodology that they signal to the MAS and they must use only that methodology. If necessary, collect SIP messaging to resolve the nature of digit communication between the client, gateway, and MAS. In some cases (as with conferencing), users can feedback digits into the conference through their microphone. These digits carry into the conference and are detected as conference controls. For example, during a conference a user dials a number on a nearby speakerphone, which is not involved in the conference, and those digits carry into the conference. When users report digit collection issues, ask about their client type and surroundings to identify the cause of any unexpected conference behaviors. Similarly, some gateways that translate inband digits into events (such as telephone-event or INFO digits) fail to completely clamp the received tones. These tones are heard by the MAS and can trigger unexpected behavior.

40 40 Media Configure the appropriate mode of digit transport from the clients and/or gateways for your installation. Some adjustments can be required on any digit translating gateway device to fully clamp in-band DTMF tones. Unsupported Codec when calling MAS The MAS rejects incoming calls and indicates there is no supported codec. When the MAS is configured for SECURITY ENFORCED mode, it does not accept calls from clients offering insecure media. If the intent is to allow these calls, use the BEST EFFORT security policy. 1. In Element Manager, navigate to System Configuration, Media, Media Security. 2. Select BEST EFFORT for the Security Policy mode. If the security settings are not the cause; then the session incoming to the MAS is not offering a supported audio codec.

41 . Reporting 41 Navigation This module provides details, possible causes, and solutions for common issues and error messages that relate to the Reporting. Use the information in the following table to interpret terms that describe some solutions. Terms <jboss> <mysql> default Interpretation Directory where JBoss is installed. Example: D:\Program Files\SelfService\jboss GA Directory where MySQL is installed. Example: D:\Program Files\SelfService\MySQL The JBoss server on may be set to use a server other than the default server. In this case, replace default with the name of the JBoss server. "Immediate execution of report times out" (page 41) " not sent after report is configured" (page 42) "Java Out of Memory Error" (page 43) "Recurring Scheduled Job does not create report or report is empty" (page 43) "Java Memory Usage is high" (page 44) "Report shows Start as 00:00:00 and not as the default Start value" (page 44) "Scheduled job fails to execute" (page 44) "Report ed only to first address in recipient list" (page 45) Immediate execution of report times out You select an SDR report, specify parameters, and run the report. However, the report is not visible after a period of time has elapsed.

42 42 Reporting The amount of data to process takes longer than a preconfigured JasperServer connection timeout period. Specify a smaller set of parameters or submit the report to run in the background. not sent after report is configured The report is configured with notification or was sent as an attachment to an , but the is not sent. There can be two possible causes for this problem. not configured The configuration file is configured incorrectly. System cannot connect to mail server The Mail Exchange server and port number are incorrect Each solution addresses a possible cause. Configure Edit the following file and specify the host, username, password, from, protocol, and port. The text entry is modified to encrypt the password using a Java Bean mechanism. <jboss>\server\default\deploy\jasperserver-pro.war\web- INF\js.mail.properties Connect to Mail Server Use Telnet to verify that the Mail Exchange server and port number are correct. These values must be correct to establish a successful connection between the client and the server. Two sample Telnet sessions follow. The sessions demonstrate both a successful and an unsuccessful connection between the client and server. In each sample Telnet session, <C> represents the client and <S> represents the server. Successful connection Telnet session sample. <C> telnet mymailserver 25 <S>220 mymailserver.corp.nortel.com Microsoft ESMTP MAIL Service, Version: ready at Thu, 17 Apr :53:

43 Recurring Scheduled Job does not create report or report is empty 43 <C>helo <S>250 mymailserver.corp.nortel.com Hello [ ] <C>quit <S> mymailserver.corp.nortel.com Service closing transmission channel Connection to host lost. Unsuccessful connection Telnet session sample. <C> telnet mymailserver 25 Connecting To mymailserver...could not open connection to the host, on port 25: Connect failed Java Out of Memory Error Java Out of Memory errors display or are logged during report execution. The amount of data exceeds Java memory settings. Modify the report parameters to select a smaller set of data. Recurring Scheduled Job does not create report or report is empty At the time of the scheduled report execution, the JasperServer log shows the message: ERROR ReportExecutionJob, JasperServerScheduler_Worker-0 :208 - org.acegisecurity.accessdeniedexception: Access is denied. Possible causes for this problem are: The folder specified as Content Repository has improper access rights. A report with same name in the Content Repository exists and no option is selected to Overwrite or use Sequential File Names when scheduling the job. Use the following actions to resolve this problem. Modify the access rights to the Content Repository folder. In the parameters for the scheduled job, select the check box in the Content Repository options to specify either Sequential File Names and/or Overwrite Files.

44 44 Reporting Java Memory Usage is high The Task Manager displaysjava.exe using up to 500 MB of memory. Some reports, such as the OM Export or SDR reports, use significant amounts of memory. Reduce the time span of the report. If necessary, restart the JBoss to free the memory immediately. To restart the JBoss: 1. Click the Windows Start button. 2. Point to Administrative Tools, Services. 3. Right-click Nortel JBoss Service, and then select Restart on the shortcut menu. CAUTION Restarting JBoss can significantly affect the operation of the system Report shows Start as 00:00:00 and not as the default Start value When you choose a report, the Start parameter is set to :00:00. The default setting is 00:00:00. When you run the report, the Start value shows :00:00. The JasperServer was started with a Time Zone different from the system s Time Zone configuration. During the logon operation, change the JasperServer Time Zone setting to match the system s Time Zone. Scheduled job fails to execute This module describes the troubleshooting solution for the issue of scheduled jobs not completing and generating an error message. A scheduled job is created and executes the first time without error - for every subsequent execution of the scheduled job, an error message (The job failed to execute) is displayed and the job fails to execute.

45 Report ed only to first address in recipient list 45 During the creation process of a scheduled job, two check boxes are displayed in the Content Repository section of the Output pane: Sequential File Names and Overwrite Files. Every time a scheduled job executes, a report is generated these check boxes indicate how report files should be created and stored. Leaving both of these two check boxes unchecked allows the first report to generate successfully after the first execution of the job. Subsequent job executions fail when it is not specified how a scheduled task report is to be generated and stored. To resolve this problem, specify scheduled job report handling by selecting either Sequential File Names or Overwrite Files. Report ed only to first address in recipient list An ed report is sent to the first address in the recipient list, and is not sent to any other addresses in the list. addresses in the recipient list are specified using semicolons as separators. Specify the addresses in the recipient list using commas as separators.

46 46 Reporting

47 . Security 47 This module provides details, possible causes, and solutions for common issues and error messages that relate to Security. For additional information about security, see Nortel Media Application Server Administration and Security (NN ). Navigation "TLS connection issues" (page 47) TLS connection issues This topic describes various errors or problems that relate to establishing Transport Layer Security (TLS) connections. Any of the following items can cause TLS connection issues. Certificates on either side of the attempted connection are expired. Trust Anchor configuration incomplete. TLS change made that requires a MAS Restart to take effect. All nodes in a cluster are not TLS enabled. IP address of the server was changed. Configuration is incomplete. A backup file containing expired certificates of improper TLS configuration settings was restored. Many configuration items are required for proper TLS setup in a MAS cluster. Refer to the proper Security configuration documents and ensure that all settings are implemented correctly. Some common solutions follow: Ensure certificates on either side of the attempted connection are not expired. Ensure the Trust Anchor is in the Trust Store on all cluster nodes.

48 48 Security Some TLS changes require a MAS Restart to take effect. In these cases, a message appears indicating a restart is required. Only performing a restart enables the desired configuration in these cases. Ensure that all nodes in a cluster are TLS enabled for every interface. When the IP address of a server changes, new certificates may be required if subject alt name is used. For information about configuring TLS, see Nortel Media Application Server and Interactive Communications Portal Commissioning (NN ). A restoration of a backup file contains expired certificates or improper TLS configuration settings relate to the current cluster require that had the TLS and/or securities settings are configured correctly.

49 . SIP 49 This module provides details, possible causes, and solutions for common issues and error messages that relate to Session Initiation Protocol (SIP). Navigation "Calls rejected with reason 403 Use Proxy" (page 49) "Calls redirected with reason 305 Use Proxy" (page 49) Calls rejected with reason 403 Use Proxy Calls to the MAS do not complete and are rejected with reason code 403 Use Proxy. MAS generates an event titled Default proxy not provisioned. Reject call from with 403. SIP trusted nodes are not defined. Ensure that the node is configured as trusted. 1. In Element Manager, navigate to System Configuration, Signaling, SIP. 2. Under Trusted Nodes, ensure that the proxy IP address the client uses is configured as trusted. 3. If the proxy IP address is not configured as trusted, add the proxy to the trusted nodes list. Calls redirected with reason 305 Use Proxy Calls to the MAS do not complete and are redirected to the configured default outgoing proxy with reason code 305 Use Proxy. Calls can be rejected with the 305 Use Proxy reason code because SIP trusted nodes are not defined.

50 50 SIP To resolve the 305 Use Proxy error, do the following: 1. In Element Manager, navigate to System Configuration, Signaling, SIP, Trusted Nodes. 2. Ensure that the proxy IP address used by the client is configured as trusted. 3. Click on Add SIP Trusted Node button to add the proxy IP address as trusted. For more information about adding SIP Trusted Nodes and SIP routes, see Nortel Media Application Server and Interactive Communications Portal Commissioning ( NN ).

51 . SNMP 51 This module provides details, possible causes, and solutions for common issues and error messages that relate to Simple Network Management Protocol (SNMP). Navigation "MAS alarms do not appear on Element Management" (page 51) MAS alarms do not appear on Element Management SNMP Traps are not posting to the monitoring system management servers. There can be three possible causes. Network problems Network problems can cause alarms not to appear in Element Manager. SNMP Service is not started on MAS If the SNMP service is not started on the MAS, alarms do not appear in Element Manager. SNMP Community string mismatch An SNMP community string mismatch can cause alarms not to appear in Element Manager. Each solution addresses a possible cause. Confirm no Network problems 1. Verify that the monitoring system can ping the MAS. 2. If the ping fails, troubleshoot the network connection between the monitoring system and the MAS

52 52 SNMP Check SNMP Service 1. Verify that SNMP is running on the MAS. 2. Go to Windows Services, SNMP and verify that the current status is Running. 3. If SNMP is not running, start it and set the startup mode to Automatic. Check SNMP Community String 1. Check the community string as configured on the monitoring system. 2. Check the community string configured on the MAS. Go to Windows Services, SNMP. Right click Properties, Security tab. 3. If the settings do not match, change one setting to match the other.

53 . Unified Communications Management 53 This section provides details, possible causes, and solutions for common issues and error messages that relate to Unified Communications Management (UCM). Navigation "Server Error on UCM pages when using 3-tier Domains in FQDN - xxx.nortel.com.uk " (page 54) "Problems logging on to Element Manager/UCM for the first time after an ICP installation" (page 54) "An item CND appears as Failed at the last step of UCM initial security configuration" (page 56) "Problems logging on to Element Manager when the server is in a UCM primary-member-backup configuration" (page 56) "Problems logging on to Element Manager with the local-login link and an emergency account other than nortelmasadmin " (page 57) "The Access Denied page appears after logging into Element Manager on a UCM member server" (page 58) "Member server with ICP 1.0 cannot connect to Primary or Backup server with ICP FP1" (page 59) "Logs task not in Tools summary page on Backup server" (page 60) "JavaScript error occurs on the User Roles page" (page 60) "Element description saved incorrectly" (page 60) "Resetting an Expired Password" (page 60) "The password reset page is not available in ICP 1.0" (page 61) "The Common Network Directory service fails to initialize during Security Configuration" (page 61) "Adding a new certificate profile" (page 62) "Invalid certificate warning" (page 66) "Downgrading ICP does not work" (page 67) "Kerberos authentication error" (page 67)

54 54 Unified Communications Management "Failure to configure UCM backup security server to CS 1000" (page 67) "Other issues" (page 68) Server Error on UCM pages when using 3-tier Domains in FQDN - xxx.nortel.com.uk After you install and configure the Unified Communications Management (UCM) security server, UCM pages such as the policy page do not open but give a Server Error. In addition, the logout link does not work; it redirects you back to the Element List in the Navigator. UCM incorrectly sets the single sign-on (SSO) cookie domain because the configured FQDN is a 3-tier domain ending in a country code. For example, if the FQDN is hostname.nortel.com.uk, UCM incorrectly sets the SSO cookie domain to.com.uk, which most browsers reject. To resolve this problem, do the following: 1. Open a Firefox 2.x web browser. 2. In the Firefox 2.x web browser, log on to UCM as normal. UCM works correctly because Firefox 2.x does not block the cookie. 3. On the navigation menu, click Security, Policies. 4. In the Single Sign-on Cookie Domain pane, click Edit. 5. On the Edit Domain Name page, in the Single Sign-on Cookie Domain list, select the proper domain. For example, if the FQDN is nortel.com.uk, UCM selects com.uk by default. However, you must select nortel.com.uk in the Single Sign-on Cookie Domain list instead. 6. Click Save. All browsers types such as IE 6.0, 7.0 and Firefox 3.x now work correctly. Problems logging on to Element Manager/UCM for the first time after an ICP installation You cannot log on to Element Manager/Unified Communications Management (UCM) for the first time after you install the software.

55 Problems logging on to Element Manager/UCM for the first time after an ICP installation 55 You cannot log on to Element Manager/UCM for the first time after you install the software because the default user account (nortelmasadmin) does not exist or is not set up properly. To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Computer Management. 3. On the Computer Management page, click System Tools, Local Users and Groups, Users. 4. If the Users folder does not include the nortelmasadmin user in the right pane, right-click the white area of the screen, and then select New User on the shortcut menu. OR If the Users folder includes the nortelmasadmin user, go to "step 7"(page 55). 5. In the New User dialog box, fill in the information as required. 6. Click Create. 7. On the Computer Management page, double-click nortelmasadmin. 8. Select the Member Of tab. 9. If the Member of box does not include the Administrators group, click Add. OR If the Member of box includes the Administrators group, go to "step 17"(page 55). 10. In the Select Groups dialog box, click Object Types. 11. In the Object types box, select the Groups check box, and then click OK. 12. Click Locations. 13. Select the option for your MAS server, and then click OK. 14. In the Enter the object names to select box, type Administrators. 15. Click Check Names. 16. Click OK. 17. On the NortelMASAdmin Properties dialog box, click OK. 18. Close the Computer Management page. 19. Click the Windows Start button.

56 56 Unified Communications Management 20. Point to Control Panel, Administrative Tools, Services. 21. In the right pane, right-click Nortel JBoss Service, and select Restart on the shortcut menu. 22. After the restart, wait for 3-5 minutes, and then try to access Element Manager again. An item CND appears as Failed at the last step of UCM initial security configuration After installation, during the last step of Unified Communications Management (UCM) initial security configuration, the system displays the Common Network Directory (CND) as Failed. Potential Causes Something goes wrong in the related certificate or Lightweight Directory Access Protocol (LDAP) on the local server. To resolve this problem, perform a Clean Install of the software, as follows: 1. Optionally, back up your service data. For information about the backup and restore procedure, see Nortel Media Application Server Administration and Security (NN ). 2. Take note of your MAS Configuration data on Element Manager. 3. Uninstall the MAS platform, ensuring that you deselect the Preserve Data check box during the uninstall. 4. Install the new MAS load. 5. Optionally, restore the backed-up service data. 6. Configure settings as required on the MAS console. Problems logging on to Element Manager when the server is in a UCM primary-member-backup configuration You cannot log on to Element Manager when the UCM primary and/or backup server is not available. The configured security servers are not available. To resolve this problem, do the following: 1. Open a web browser.

57 Problems logging on to Element Manager with the local-login link and an emergency account other than nortelmasadmin Enter the link in the following format: where: FQDN is the FQDN of the server you want to access. SSL_PORT is the port configured in JBoss for SSL connections. The default is For example, 3. On the local logon page, type your emergency account credentials. You can use the nortelmasadmin user ID or any UCM emergency account you have created. 4. Click Login. 5. Click Local Administration. Attention: You can only manage the local server by this approach. Problems logging on to Element Manager with the local-login link and an emergency account other than nortelmasadmin You cannot log on to Element Manager using the local-login link and an emergency account other than nortelmasadmin. The emergency account is not a member of the Administrators group. To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Computer Management. 3. On the Computer Management page, click System Tools, Local Users and Groups, Users. 4. If the Users folder does not include the user id of the corresponding emergency account, in the right pane, right-click the white area of the screen, and then select New User on the shortcut menu. OR If the Users folder includes the user id of the corresponding emergency account, go to "step 7"(page 58). 5. In the New User dialog box, fill in the information as required.

58 58 Unified Communications Management 6. Click Create. 7. On the Computer Management page, double-click the name of the corresponding emergency account. 8. Select the Member Of tab. 9. If the Member of box does not include the Administrators group, click Add. OR If the Member of box includes the Administrators group, go to "step 17"(page 58). 10. In the Select Groups dialog box, click Object Types. 11. In the Object types box, select Groups, and then click OK. 12. Click Locations. 13. Select the option for your MAS server, and then click OK. 14. In the Enter the object names to select box, type Administrators. 15. Click Check Names. 16. Click OK. 17. Click OK. 18. Close the Computer Management page. 19. Click the Windows Start button. 20. Point to Control Panel, Administrative Tools, Services. 21. In the right pane, right-click Nortel JBoss Service, and select Restart on the shortcut menu. 22. After the restart, wait for 3-5 minutes, and then try to access Element Manager again. The Access Denied page appears after logging into Element Manager on a UCM member server After you log on to Element Manager on an Unified Communications Management (UCM) member server, you see the Access Denied page even though you have the proper permission(s). The time difference between UCM servers (primary, backup, and member) is more than 10 minutes.

59 Member server with ICP 1.0 cannot connect to Primary or Backup server with ICP FP1 59 To resolve this problem, do the following: 1. Go to the UCM servers (primary, backup, and member) and check the clocks on each server. 2. If the time difference between the clocks on the servers is greater than 10 minutes, change the clocks to ensure that they are within 10 minutes. Attention: UCM does take timezone difference into account. For example, the clocks are set as follows: UCM Primary Server: 4:10 AM, Sep 1, 2008 (Eastern Time, US & Canada) ==> 9:10 AM, Sep 1, 2008 (UTC) UCM Member Server: 1:25 AM, Sep 1, 2008 (Pacific Time, US & Canada) ==> 9:25 AM, Sep 1, 2008 (UTC). With these clock settings, users see an Access Denied message when they log on to Element Manager on the UCM member server because the time difference is more than the allowed 10 minutes (after the times are converted to UTC). To resolve the problem, change the clock on the member server to 1:10 AM, Sep 1, 2008 (Pacific Time, US & Canada). After the change, the clocks become: UCM Primary Server: 4:10 AM, Sep 1, 2008 (Eastern Time, US & Canada) ==> 9:10 AM, Sep 1, 2008 (UTC) UCM Member Server: 1:10 AM, Sep 1, 2008 (Pacific Time, US & Canada) ==> 9:10 AM, Sep 1, 2008 (UTC). Member server with ICP 1.0 cannot connect to Primary or Backup server with ICP FP1 Occasionally, a member security server with ICP GA build can not connect to a primary or backup security server with ICP FP1 build and perform login. The member server is using an older version of ICP than the primary or backup server. Upgrade the member security server to ICP FP1 build so all security servers are using the same build.

60 60 Unified Communications Management Logs task not in Tools summary page on Backup server The Tools summary page on the backup security server does not contain the link to the Logs task. The link does not exist in the Tools summary page. Use the Logs link in the navigation tree. JavaScript error occurs on the User Roles page A JavaScript error occurs on the User Roles page while browsing to it. In Firefox 3, Select All checkbox does not work. In Internet Explorer, Select All checkbox is not automatically checked or unchecked when all table items are checked or unchecked. Select/unselect the checkbox manually for each table item. Element description saved incorrectly When the # character is used in element s description on the Add/Edit element pages, element is save successfully but the element description is saved incorrectly All data before the # character and the # character itself will not be saved. Do not use the # character in element s description. Resetting an Expired Password An ECM administrative user may not receive a warning of upcoming password expiration. If the password expires, the administrator will be unable to log in with the message User account is expired. Contact your system administrator.

61 The Common Network Directory service fails to initialize during Security Configuration 61 To enable log in after the password expires, the password must be reset as follows: 1. Perform local login by going to the URL: " _FQDN>:8443/local-login. 2. After logging in with an emergency account, go to the URL: " 3. Enter the User Name of the account to be reset along with the new (temporary) password. 4. Click Save. 5. Close the web browser. 6. Open a new web browser and navigate to EM. 7. Login with the new password. 8. The administrator must choose a new password for the account. Enter the password and click Change. The password reset page is not available in ICP 1.0 The password reset page is not available in ICP GA Build ( ). The password reset is available since ICP build To enable the page, perform the following steps: 1. Open the file: "<Install Dir>\Nortel\Multimedia_Applications\JBoss\serv er\default\deploy\jboss-web.deployer\server.xml" in a text editor. 2. Add /passwordreset to the two <Valve> tags at the bottom of the file. 3. Save the file and restart the Nortel JBoss Service. The Common Network Directory service fails to initialize during Security Configuration During the course of security configuration, under some rare conditions, the Common Network Directory (CND) service may fail to initialize. A CND initialization failure is indicated by the error message Configuring Common Network Directory: Failed at the end of security configuration.

62 62 Unified Communications Management The following section contains the steps to identify and correct some of these errors: Attention: This solution only applies to security configuration failures due to CND initialization errors. 1. First, check the JBoss server.log file located in "<Install_Path>\Nort el\multimedia_applications\jboss\server\default\log". 2. If the error in the log is:error [com.nortel.cnd.localcndinitia lizer] CND TLS intialization failed. com.nortel.util.startfailedexception: Service was not started after 100 attempts with a delay of 750 milliseconds between each attempt, then CND requires that ports 389 and 636 are available for use. If either of these two ports are in use during security configuration, CND initialization will fail. Attention: If CND initialization failed during security configuration and the underlying cause has been corrected, CND may be re-initialized by performing the security configuration again. 3. Navigate to the URL " and login with the local OS administrator account. 4. Click on the Network link in Element Manager. 5. Select Full security configuration and click Security Configuration. 6. Perform the security configuration as before. 7. The security configuration will fail with the error Installing private certificate authority and certificate: Failed. This error may be ignored as long as the Common Network Directory configuration completed successfully. 8. Manually restart the Nortel JBoss Service in Windows Service Control Manager (by navigating to "Start>Settings>Control Panel>Administrative Tools>Services"). Adding a new certificate profile Follow this procedure to add a new certificate profile. This procedure is only applicable to MAS and ICP builds starting with /

63 Adding a new certificate profile 63 Unknown. Perform the following procedure to add a new certificate profile. CAUTION Create a backup Before starting this procedure, make a backup of the UCM data (select the backup type, Network Data, from the backup tasks). If anything goes wrong during this procedure, the only way to get the certificates link working again is to reinstall the software. 1. Create a new certificate profile as service type xml file. 2. Create a new xml file with the following content: <servicetype> <typename>com.nortel.ems.services.certmgmt.http.{new CertificateProfileName}</typeName> <i18nurl>/service.properties</i18nurl> <typedescription>{newcertificateprofiledescription} </typedescription> <parenttypename>com.nortel.ems.services.certmgmt.cer tmgmtservice</parenttypename> <accessurltemplate>${managementapphost}/pki-agent-ad aptor-windows/certmgmtservlet</accessurltemplate> <overviewdoc> /demo</overviewdoc> <propertymetadatabag> </propertymetadatabag> </servicetype> Where newcertificateprofilename is a preferred certificate profile name with ASCII characters only and a length less than 8 characters. 3. Save the file as Http{newCertificateProfileNam e}servicetype.xml into the location, D:\Program Files\Nortel\Multimedia_Applications\JBoss\server\de fault\conf\elementregistrystorage\servicetype\. 4. Copy the file into D:\Program Files\Nortel\Multimedia_Appli cations\jboss\server\default\conf\elementregistry\s ervicetype\ Attention: If the server is running, there should be no files in this folder. 5. Wait for Quantum to acquire the file, once it has it will be deleted.