[cisco-voip] Failed Unity TUI access

[Daniel Rodriguez]

Folks:

We upgraded a client from Unity 4.x to 7.x over the weekend. There's 2,000 subscribers on this Unity cluster and everyone but one user is encountering an issue accessing his unified msg'ing account. This one user logs in through the TUI, enters his pin, and gets prompted with the message "Your messages are unavailable now". Messages are being delivered to his Inbox and he has no issues accessing them through the email client. Before anything, let me state that we've looked at the following:


1.  Unity system accounts have the necessary permissions configured on his mailbox.

2.  His mailbox resides in a mailstore where 20+ others are located. Everyone else within that mailstore can access the TUI with no problem.

3.  We ran Permissions Wizard twice - all Exchange servers and mailstores selected during the wizard (all that contain unified msg mailboxes.

4.  Stared and compared the mailbox security settings between various user accounts

5.  Verified Unity system accounts were delegated control in Exch Sys Manager

6.  Performed directory and mailbox resync's

7.  Removed and added the subscriber account

We escalated this issue to TAC and worked with them throughout the night. They performed additional synchronizations and reviewed micro traces - the solution they have for us at this point is to delete and recreate his AD account and Exchange mailbox (export and import his MB of course). However, with so many other products and solutions tied to his account, and with his mailbox being 6GB in size, removing the account and MB is an option we're desperately trying to avoid. This client is running Exchange 2003 and 2007 with this subscriber's mailbox on the 2007 server. He was originally on 2003 but was moved to another server during our troubleshooting efforts. This user had no issues accessing his account via the TUI prior to the upgrade. As a workaround I created a 2nd subscriber and 2nd mailbox for a voicemail-only solution.

*Any* input or suggestions would be great. Thanks ahead of time :)

- dan
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