Single user AD not found in import / & possible issues of the telephone unit

We have recently completed an upgrade of unity 3.1.5 to unity 4.0 (4) SR 1.

We have a bizarre situation where all current subscribers that existed before the configuratrion work fine - but they are not able to access the unit on the phone - they enter their name and password - and then the system stops before coming back with "not able to process your request at this time." They are able to receive voice messages in their Inbox. Password has not helped.

As a workaround, we discovered that if we deleted the subsriber then recreated his/her everything worked fine.

However, recently, we have removed five subscribers (all in a single Active Directory OR Department) and then recreated them. The fifth, but four worked - simple disappeared from the unit and more appeared in a query to import either.

We checked the permissions manually and they look identical to other subscribers - access Directory diagnostic tool reports no problem for the specific user to the relevant mailstore.

We run on unity 4.0 (4) SR 1 and the server Exchange is Exchange 2000 SR3 with the latest cumulative hotfix - although we do not have a test server Exchange 2003 installed (with no production on this user) and so the AD tree is now proepped for E2K3.

Any ideas why this user will not be displayed - or (if it goes to a larger issue) why specific phone-in capacity appear to die for all those users when nothing else has done?

Thanks in advance for any ideas :-)

-Ken

In regards to users breaks down when they connected - we would need to see errors in the log application events that were added when the user got the failsafe - tithes $ conversation the login to the mail store for that user was not due to problems with permission of some sort. Without doubt, you have changed the configuration of service account when you upgraded? 3.1 (5) has used a single directory/mailstore default access account and 4.x uses two separate accounts. Just a guess without any type of errors to watch but that would be my first guess.

As for the guy goes missing - you can look at the raw properties of the advertising on this one - especially the value of ciscoECSBULocationObjectId and ciscoECSBULocationObjectType (I think that these names are correct - I'm not in front of a box of the unit at the moment)-if we are not showing them to import, this means usually we see that one or two of those has the value , and we assume that they are a subscriber to another area of the unit in the directory or similar. Firstly, I could check all the properties of "ciscoECSBUxxx" on this guy and see what they are about and from there.

Tags: Cisco Support

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