Troubleshooting the Initialization Wizard

The Cisco UE Initialization Wizard is a GUI tool provided to complete the installation of the system, as covered in Chapter 13. After new software is loaded on the system, you must run the Initialization Wizard. You invoke a browser on a PC with a URL pointing to Cisco UE. After logging in, you go through a number of steps, including

• Importing users from Cisco CME
• Defining the various pilot numbers

Here are a couple common issues encountered when running the Initialization Wizard:

• You are unable to log on to the Initialization Wizard
• After all the procedures are complete, the system returns with a failure

The next sections describe how to identify both issues.

Unable to Log into the Initialization Wizard

At the login window, you enter the administrator username and password assigned during the post-installation procedures. If you are unable to log in, the issue could be that the username and password were not entered properly or that uppercase or special characters have been used. To verify that the administrator username is legitimate, go to the CLI and check the Cisco UE configuration. The username entered should be one of the administrators defined on the system. You can verify that the username admin belongs to the Administrators group, as shown in Example 19-27.

Example 19-27. Displaying Members of the Administrators Group

cue#show group detail groupname Administrators
Full Name: Administrators
Description:
Phone:
Phone(E.164):
Language: systemDefault(ga_IE)
Owners:
Members: admin 
Privileges: superuser ManagePrompts ManagePublicList ViewPrivateList

If you have verified that the username is an administrator but you still cannot log in, you can bypass this by assigning a new password for the login, as shown in Example 19-28.

Example 19-28. Defining an Administrator

CUE#username temp password temp
CUE#config terminal
CUE(config)#group Administrators member temp

temp is any name you choose for this purpose.

Note

Note that the group is Administrators; take care with both the case of the letters and the spelling. If you enter it wrong, it creates the wrong group and you still cannot access the system.

 

Initialization Wizard Reports Failures

During the process of running the Initialization Wizard, the most common problem experienced is that the Cisco UE GUI cannot log into Cisco CME to read the user and extension information. This might be because the configuration on Cisco CME is missing some mandatory items. Cisco UE asks you to enter the username and password for Cisco CME, so ensure that you are using the correct Cisco CME username and password in these fields. Example 19-29 shows debugs on Cisco CME where a Cisco UE login fails because of wrong authentication information.

Example 19-29. Failed Cisco CME Login by Cisco UE

cme#debug ip http authentication
Dec 14 01:35:49.915: its_urlhook url: /telephony_service.html, method 1
Dec 14 01:35:49.915: Tue, 14 Dec 2004 01:35:49 GMT 1.4.13.153
/telephony_service.html auth_required Protocol = HTTP/1.1 Method = GET
Dec 14 01:35:49.915:
Dec 14 01:35:49.923: its_urlhook url: /ITSMain, method 1
Dec 14 01:35:49.923: validate_username_password (asfd, sdf)validate_
admin_user (asfd: sdf)
validate_admin_user: validate admin [0] locally
validate_admin_user (asfd: sdf)
validate_username_password: check password for phone[-1]

Dec 14 01:35:49.923: HTTP: Authentication failed for realm its_access
Dec 14 01:35:49.923: HTTP: Authentication failed for level 15
Dec 14 01:35:51.923: Tue, 14 Dec 2004 01:35:51 GMT 1.4.13.153
/ITSMain auth_failed
 Protocol = HTTP/1.1 Method = GET
Dec 14 01:35:51.923:
Dec 14 01:35:51.927: its_urlhook url: /ipkeyswitch, method 1
Dec 14 01:35:51.927: lds_urlhook, url=/ipkeyswitch

You can see the current Cisco CME administration account details using the show telephony-service command on Cisco CME, as shown in Example 19-30.

Example 19-30. Verifying Cisco CME Administrator Account Details

CME#show telephony-service
CONFIG (Version=3.2)
=====================
Version 3.2
Cisco CallManager Express
For on-line documentation please see:
www.cisco.com/univercd/cc/td/doc/product/access/ip_ph/ip_ks/index.htm
ip source-address 1.4.13.53 port 2000
max-ephones 48
max-dn 192
.........
web admin system name admin password admin 
web admin customer name Customer
edit DN through Web: disabled.
edit TIME through web: disabled.

The rest of the Initialization Wizard usually proceeds smoothly. If you encounter issues, turn on the traces shown in Example 19-31. The trace output is intuitive, so you should be able to identify any problems that might arise. Example 19-31 shows Cisco UE trace output when an administrator uses the wrong username and password for Cisco CME.

Example 19-31. Cisco UE Trace Output When the Cisco CME Login Fails

cue#trace webinterface all
cue#show trace buffer tail
Press  to exit...
3662 12/15 15:06:10.904 webI init 5
3715 12/15 15:07:09.898 webI ctrl 0 Enter /Web/IW/InitWizard.do
3715 12/15 15:07:09.898 webI sydb 0 /sw/apps/monitor//ctrl/offline
3715 12/15 15:07:09.899 webI sydb 2 0
......
3715 12/15 15:07:09.903 webI ctrl 2 null
3715 12/15 15:07:09.903 webI ctrl 0 Center /Web/IW/InitWizard.do
3715 12/15 15:07:09.905 webI sydb 0 /sw/limits/global/applicationMode
3715 12/15 15:07:09.905 webI sydb 2 ITS
3715 12/15 15:07:09.905 webI sydb 0 /sw/limits/global/applicationMode
3715 12/15 15:07:09.906 webI sydb 2 ITS
3715 12/15 15:07:09.906 webI prxy 2 Call to connection.getInputStream()
3715 12/15 15:07:09.911 webI prxy 2 Response code 401. Receiving data from Router
3715 12/15 15:07:09.912 webI prxy 2 Receiving data from Router...done
3715 12/15 15:07:09.912 webI prxy 2 Detected Lambretta 1+ Image
3715 12/15 15:07:09.912 webI prxy 2 ITSL2Connection initiated
3715 12/15 15:07:09.912 webI prxy 2 Enter ITSL2 Login Center
3715 12/15 15:07:09.913 webI prxy 2 Call to connection.getInputStream()
3715 12/15 15:07:11.917 webI prxy 2 UNREACHABLE: Unable to contact Router
3715 12/15 15:07:11.917 webI prxy 2 Enter ITSL2 Login Center
3715 12/15 15:07:11.918 webI prxy 2 Call to connection.getInputStream()
3715 12/15 15:07:11.925 webI prxy 2 UNREACHABLE: Unable to contact Router
3715 12/15 15:07:11.925 webI init 5
3715 12/15 15:07:11.929 webI sydb 0 /sw/limits/global/applicationMode
3715 12/15 15:07:11.930 webI sydb 2 ITS
3715 12/15 15:07:11.932 webI sydb 0 /sw/limits/global/applicationMode
3715 12/15 15:07:11.933 webI sydb 2 ITS
3715 12/15 15:07:11.945 webI ctrl 0 Exit /Web/WEB-INF/screens/iw/InitWizard.jsp

Troubleshooting Backup and Restore