[cisco-voip] Failed Unity TUI access

[Jason Aarons (US)]

Did TAC run the the Bunny Killer (Remove Subscriber Properties Tool) and
try to create a new subscriber afterwards?

 

You can use COBRAS to backup VMs, fix him and restore his messages once
he's fixed.

 

From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Daniel
Rodriguez
Sent: Friday, November 20, 2009 9:32 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Failed Unity TUI access

 

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 J

 

- dan




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