[cisco-voip] Failed Unity TUI access

[Daniel Rodriguez]

Thx for the reply Jason.
We tried that a short while ago... same issue.
We found this error within micro traces: SG_API_FAILURE IMsgStore::OpenEntry hr:0x8004010F " for User with alias "ABB". TAC's research pointed to a solution that required the Exchange mailbox to be deleted and re-added. It shouldn't be too bad now that I think about it... just as long as we don't have to delete the user's AD account. I can't imagine having to tell this client "yea so.. you know all those custom access control permissions you made on all those files and folders for this user? Yea... well you're going to have to re-do that too.."

From: Jason Aarons (US) [mailto:jason.aarons at us.didata.com]
Sent: Friday, November 20, 2009 10:34 AM
To: Daniel Rodriguez; cisco-voip at puck.nether.net
Subject: RE: [cisco-voip] Failed Unity TUI access

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 :)

- dan
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