 |
Modular Messaging Help
|
|
|
VS (Voice server, MAS-specific) alarms
|
The following alarms are generated by the VS application and indicate a problem specific to the affected MAS:
Level:
Major
System descriptor:
Voice Server Framework unable to load COM Configuration Manager. See windows event log for details.
Description:
This alarm is raised when Voice Server Framework is unable to load the COM Configuration Manager. This problem typically occurs during boot-up. It means that the MAS software is not running correctly.
Repair Procedure:
When this alarm is raised, the MAS automatically reboots (forcibly, not gracefully) to correct the problem. This alarm typically occurs during initial boot-up, and the automatic reboot usually resolves the problem.
If after rebooting, the problem still exists, the system raises the alarm again, but the system does not automatically reboot again within 30 minutes. For more details about what is going on, you can check the event log (see
Displaying the MAS event and error logs).
If this happens, contact your Modular Messaging service or technical support representative immediately, as this alarm indicates that you have no messaging server functions.
Level:
Major
System descriptor:
Failed to initialize COM security for voice server. See windows event log for details.
Description:
This alarm indicates that the system has failed to initialize the COM Security module for the affected MAS. When this alarm is raised, the system runs an application that automatically and immediately busies all ports, thus effectively stopping all communications on the MAS and rendering it non-functional.
Repair Procedure:
This problem requires a manual fix by qualified technical support personnel. If you see this alarm, contact your Modular Messaging service or technical support representative immediately, as this alarm indicates that your MAS is not allowing any communications at all.
Once the manual fix has been applied, the repair procedure requires a reboot of the system, which should clear and resolve this alarm.
Level:
Warning
System descriptor:
Inaccessible Domino/Exchange server(s)
Description:
This alarm indicates that the affected MAS cannot communicate with one or more Microsoft Exchange or IBM Lotus Domino back-end servers.
Repair Procedure:
If you see this alarm, attempt to locate the cause of the problem and resolve it by doing the following:
- Verify that the affected Exchange/Domino servers are running properly (using your Exchange/Domino system documentation as necessary).
- If they are running, verify that the connections between the MAS and the Exchange/Domino servers are good by running ping commands.
- If the servers are able to communicate, use the services Monitor application (Monitor.msc) to check that the Modular Messaging services are configured and running properly on the MAS, by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
For more information about the configuration of Modular Messaging services, see the installation guide for your system.
If none of these steps identifies and resolves the cause of the problem and the alarm persists, then you should contact your Modular Messaging service or technical support representative for assistance.
Level:
Major
System descriptor:
1299/1300 exception - the voice server has terminated the thread that caused the error.
Description:
This alarm indicates that the MM Messaging Application Server service has terminated the thread that caused the error.
The system generates this alarm whenever the MM Messaging Application Server service generates more than ten exceptions with no specific handling code at an average rate faster than one every five minutes. When this alarm is generated, the system attempts to restart the MM Messaging Application Server service.
Repair Procedure:
If the MM Messaging Application Server service restarts successfully, then the system considers the alarm resolved and generates a resolved-alarm event.
If you see this alarm, you can do the following:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Services (Local).
- In the services list pane, locate the service MM Messaging Application Server, and verify that:
- The Status column entry reads Started.
- The Startup Type column reads Automatic.
- Manually (stop and) restart the MM Messaging Application Server service:
For the procedures to stop and restart the MAS service (MM Messaging Application Server), see Stopping and (re)starting Modular Messaging (MM) services.
If the system does not resolve the alarm automatically within a period of a few minutes and manually stopping and restarting it also does not resolve the alarm, then contact your Modular Messaging service or technical support representative for assistance.
Level:
Warning
System descriptor:
An exception was caught and handled. The caller/subscriber was disconnected.
Description:
This alarm indicates that the MM Messaging Application Server service has caught and handled an exception. The sytem disconnected the caller or subscriber.
This alarm is generated by a Windows NT warning event 1772 or 1773.
Repair Procedure:
There is no repair procedure for this alarm. In most cases, it indicates that the system has handled the problem and recovered without intervention.
In the event that this is caused by a software bug, then this alarm may be generated repeatedly. In this case, the bug must be identified and repaired before the alarm stops being generated.
Level:
Major
System descriptor:
An exception was caught and handled. The caller/subscriber was disconnected. A MP was run.
Description:
This alarm indicates that the MM Messaging Application Server service has caught and handled an exception. The sytem disconnected the caller or subscriber. The system also ran a maintenance procedure (MP) to stop and restart the MM Messaging Application Server service.
This alarm is generated by a Windows NT warning event 1772 or 1773. It generally indicates a software bug.
Repair Procedure:
If the MM Messaging Application Server service restarts successfully, then the system considers the alarm resolved and generates a resolved-alarm event. Regardless, if this alarm is generated, you should contact your Avaya technical support representative and let them know about it.
Level:
Minor
System descriptor:
A registry value in HKEY_LOCAL_MACHINE is incorrect. See windows event log for details.
Description:
This alarm indicates that the system had trouble reading a registry key in HKEY_LOCAL_MACHINE, or that the registry key is errant.
Repair Procedure:
Although there is no repair procedure for this alarm, you can identify the registry key that caused the problem by checking the Event Viewer Application log:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Event Viewer (Local), expanding the tree if necessary.
- Double-click Application.
The system displays the Application log.
- Locate the most recent entry for a 1436 event.
If subsequent attempts to read the errant registry key succeed, then the system considers the alarm resolved and generates a resolved-alarm event. If the system does not resolve the alarm automatically within a period of a few minutes, contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
FEDB resynchronization failed.
Description:
This alarm indicates that the system failed to synchronize with the front end database (FEDB).
Repair Procedure:
Although there is no repair procedure for this alarm, you can locate and view more detailed information about the failure by checking the Event Viewer Application log:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Event Viewer (Local), expanding the tree if necessary.
- Double-click Application.
The system displays the Application log.
- Locate the most recent entry for a 1447 event.
If subsequent attempts to synchronize with the FEDB succeed, then the system considers the alarm resolved and generates a resolved-alarm event. If the system does not resolve the alarm automatically within a period of a few minutes, contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
FEDB resynchronization started. All Ports will be disabled.
Description:
This alarm indicates that a full synchronization of the back end LDAP database with the front end database (FEDB) has been started. During a full synchronization, all necessary records from the LDAP store are copied to the FEDB (as opposed to normal operations in which only changed records are copied over).
While a full synchronization is in progress, all ports are disabled. When the synchronization has completed, the system again enables all ports.
Repair Procedure:
There is no repair or recovery procedure for this alarm, as it is considered a notification only. When the synchronization is complete, the system automatically re-enables all applicable ports.
Level:
Major
System descriptor:
Voice Server failed to create the monitor mailbox. See windows event log for details.
Description:
This alarm indicates that the system failed to create the Monitor Mailbox. When this alarm is raised, the system runs an application that automatically and immediately busies all ports, thus effectively stopping all communications on the MAS and rendering it non-functional.
Repair Procedure:
This problem requires a manual fix by qualified technical support personnel. If you see this alarm, contact your Modular Messaging service or technical support representative immediately, as this alarm indicates that your MAS is not allowing any communications at all.
Once the manual fix has been applied, the repair procedure requires a reboot of the system, which should clear and resolve this alarm
Level:
Major
System descriptor:
Inaccessible MSS server(s)
Description:
This alarm indicates that the affected MAS cannot communicate with the Avaya S3400-family Message Store Server (MSS back-end server). This can be caused, among other things, by taking the MSS offline for scheduled maintenance or updates.
Notes:
- If you have a multiple-MAS system, each MAS that is in communication with the affected MSS should generate this alarm.
|
Repair Procedure:
If you see this alarm, attempt to locate the cause of the problem and resolve it by doing the following:
- Verify that the affected MSS is running properly and is not in offline mode.
For information on how to check your MSS for proper operation, see the MSS documentation for your system.
- If the MSS is running, verify that the connections between the MAS and the MSS are good by running ping commands for both public and private IP addresses.
- If the servers are able to communicate, use the services Monitor application (Monitor.msc) to check that the Modular Messaging services are configured and running properly on the MAS, by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
For more information about the configuration of Modular Messaging services, see the installation guide for your system.
If none of these steps identifies and resolves the cause of the problem and the alarm persists, then you should contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
MWI is having trouble.
Description:
This alarm indicates that there is a problem with the Message Waiting Indicator service.
The system generates this alarm whenever the MWI Failures KPI (event ID 1434) is incremented more than five times at an average rate faster than once every five minutes.
Repair Procedure:
The system is designed to restart the service whenever there is a failure. If it does so, and there is no new alarm generated within a 15-minute period, then the system considers the alarm resolved and generates a resolved-alarm event.
Although there is no repair procedure for this alarm, you can locate and view more detailed information about the failure by checking the Event Viewer Application log:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Event Viewer (Local), expanding the tree if necessary.
- Double-click Application.
The system displays the Application log.
- Locate the most recent entry for a 1434 event.
If the system does not resolve the alarm automatically within a period of a few hours, contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
Can't restart Octel Analog Networking service or no telephone number found for destination node. See windows event log for details.
Description:
This alarm indicates that:
- The system cannot start or restart the Octel Analog Networking service.
- The system cannot find a valid telephone number for an Octel Analog Networking destination node.
Repair Procedure:
Although there is no repair procedure for this alarm, you can locate and view more detailed information about the failure by checking the Event Viewer Application log:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Event Viewer (Local), expanding the tree if necessary.
- Double-click Application.
The system displays the Application log.
- Locate the most recent entry for a 1393 or 1394 event.
If subsequent attempts to start the OctelAN service succeed, then the system considers the alarm resolved and generates a resolved-alarm event. If the system does not resolve the alarm automatically within a period of a few minutes, contact your Modular Messaging service or technical support representative for assistance.
Level:
Warning or Minor
System descriptor:
Operation History Buffer is 40 percent full.
OR
Operation History Buffer is 80 percent full.
Description:
If a warning, it indicates that the Operation History Buffer is more than 40% full.
If a minor alarm, it indicates that the Operation History Buffer is more than 80% full.
Repair Procedure:
Clear out space in the Operation History Buffer.
If the indication persists or recurs frequently, then you should contact your Modular Messaging service or technical support representative for assistance.
Level:
Warning
System descriptor:
Delayed Interaction Alarm
Description:
This alarm indicates that too many callers are experiencing delays while interacting with the system. An internal monitor checks the system every 15 minutes, and if three of these checks within an hour indicate that more than 1% of calls have experienced delays, the system generates this warning.
Repair Procedure:
There is no repair procedure for this warning. This alarm could be generated simply as a result of heavier than normal system traffic. Once the system indicates that fewer than 1% of calls are experiencing delays again, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
If you are seeing an excessive number of these warnings or they are not resolved within a reasonable amount of time, then you should contact your Modular Messaging service or technical support representative for assistance.
Level:
Warning
System descriptor:
Logons Aborted After Delay Alarm
Description:
The system generates this alarm when an excessive number of logon attempts are being aborted because of system delays. If more than five logon attempts are aborted at an average rate of more than one every five minutes, then the system generates this warning alarm.
Repair Procedure:
There is no repair procedure for this warning. Once this alarm has been raised, if the system then detects no new aborted logon attempts for 15 minutes, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
If you are seeing an excessive number of these warnings or they are not resolved within a reasonable amount of time, then you should contact your Modular Messaging service or technical support representative for assistance.
Level:
Warning
System descriptor:
Spool queue length >= 200
Description:
This warning alarm indicates that the spool queue length is greater than or equal to 200. This means that the message spooler has 200 or more messages waiting to be delivered.
Repair Procedure:
There is no repair procedure for this warning. This condition can be caused simply by an excessive amount of message traffic during heavy traffic periods.
Once this alarm has been raised, if the system then detects that the spool queue length drops below 150, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
If you are seeing an excessive number of these warnings or they are not resolved within a reasonable amount of time, then you should contact your Modular Messaging service or technical support representative for assistance.
Level:
Warning
System descriptor:
MAS active TUI ports greater than maximum number of ports
Description:
This warning alarm indicates that the demand for active TUI ports exceeds the number of ports for which you are licensed.
This alarm may indicate that one or more ports is stuck. A stuck port is one that:
- Is not available to take or make calls
- Has been in its current Busy state for a period of time longer than the maximum allowable message time
To view and manage port status for the system, use the Port Monitor tool (see
Using Port Monitor).
Repair Procedure:
When the system detects a stuck port, it automatically attempts to disable and re-enable the port. If it successfully does so, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
If the system is not able to successfully disable and re-enable the stuck port, you can attempt to do so manually. For details on how to do this, see
Managing port states.
As soon as a port becomes available, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
If you are seeing these warnings on a regular basis, and there appears to be no problem with ports being stuck, it may indicate a need to increase the number of ports in your system.
If you are consistently having problems with stuck ports, or these alarms are not resolved within a reasonable amount of time, then you should contact your Modular Messaging service or technical support representative for assistance.
Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
Performance counter (virtual byte) for vserver process greater than 1.6GB
Description:
This alarm indicates that the performance counter (virtual byte) for the voice server process is greater than 1.6 GB. This means that the voice server process has exceeded the recommended virtual memory usage.
This problem is typically caused by memory leaks in the system. When this happens, the system can become unstable, and one or more processes or services can begin to fail.
Repair Procedure:
To recover from this alarm, you must stop and restart the voice server (MM Messaging Application Server service). For the procedure to stop and restart this service, see
Stopping and (re)starting Modular Messaging (MM) services.
Level:
Major
System descriptor:
Performance counter (virtual byte) for vserver process greater than 1.8GB
Description:
This alarm indicates that the performance counter (virtual byte) for the voice server process is greater than 1.8 GB. This means that the voice server process has exceeded the recommended virtual memory usage.
This problem is typically caused by memory leaks in the system. When this happens, the system can become unstable, and one or more processes or services can begin to fail.
Repair Procedure:
To recover from this alarm, you must stop and restart the voice server (MM Messaging Application Server service). For the procedure to stop and restart this service, see
Stopping and (re)starting Modular Messaging (MM) services.
Level:
Minor
System descriptor:
Port maintenance is required on channel. See windows event log for details.
Description:
This alarm indicates that port maintenance is required on the indicated channel. The system generates this alarm whenever a port has been idle for 16 hours or more.
Repair Procedure:
There is no recovery/repair procedure for this alarm. When the system generates this alarm, a maintenance procedure (MP) is run to disable and re-enable the affected port. Therefore, this alarm is considered self-correcting.
To find more detailed information about what caused this alarm to be generated, you can check the Windows event log. For the procedure to check the Windows event log, see
Displaying the MAS event and error logs.
Level:
Major
System descriptor:
An error occured while restarting telephony board drivers. See windows event log for details.
Description:
This alarm indicates that the system was not able to start or restart one or more telephony board drivers. When this alarm is raised, the system runs an application that automatically and immediately busies all ports, thus effectively stopping all communications on the MAS and rendering it non-functional.
Repair Procedure:
This problem requires a manual fix by qualified technical support personnel. If you see this alarm, contact your Modular Messaging service or technical support representative immediately, as this alarm indicates that your MAS is not allowing any communications at all.
Once the manual fix has been applied, the repair procedure requires a reboot of the system, which should clear and resolve this alarm
Level:
Minor
System descriptor:
Port configuration corrupt. Voice server will not start.
Description:
This alarm indicates that the MAS could not read the port configuration for inbound ports successfully. This may mean that the inbound ports are either not configured properly or that the port configuration information for the system has been corrupted.
Repair Procedure:
Verify that the inbound ports are properly configured for your system (see the installation guide for your system).
If subsequent attempts to read the configuration for inbound ports succeed, then the system considers the alarm resolved and generates a resolved-alarm event.
If reconfiguring the inbound ports does not correct the problem, or if subsequent attempts by the system to read the inbound port configuration fail, then you should contact your Modular Messaging service or technical support representative for assistance.
Level:
Major
System descriptor:
The number of failed ports is above a significant level.
Description:
This alarm indicates that more than two thirds of the ports in the system are stuck. A stuck port is one that:
- Is not available to take or make calls
- Has been in its current Busy state for a period of time longer than the maximum allowable message time
To view and manage the status of ports on the system, use the Port Monitor tool (see
Using Port Monitor).
Repair Procedure:
When the system detects stuck ports, it automatically attempts to disable and re-enable them. If it successfully does so with the stuck ports in this situation, and the number of stuck ports falls below one third of the total number, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
If the system is not able to successfully disable and re-enable the stuck ports, you can attempt to do so manually. For details on how to do this, see
Managing port states.
If the system cannot successfully reset the stuck ports, you have tried manually disabling and re-enabling the stuck ports, and the problem is still not resolved, then contact your Modular Messaging service or technical support representative for assistance.
Level:
Warning
System descriptor:
A channel has been disabled. See windows event log for details.
Description:
This alarm indicates that a channel port has been disabled.
Repair Procedure:
There is no repair procedure for this alarm.
To find more detailed information about what caused the port to become disabled, you can check the Windows event log. For the procedure to check the Windows event log, see
Displaying the MAS event and error logs.
Level:
Minor
System descriptor:
A channel has failed. See windows event log for details.
Description:
This alarm indicates that a port has failed. This may result from a problem in the system, or it may occur because the system has been manually taken out of service.
Repair Procedure:
The system is designed to automatically re-enable ports, if possible, when they fail. If the system does not enable the port automatically, you can attempt to enable it manually. For the procedure, see
Enabling ports.
To find more detailed information about what caused the port to fail, you can check the Windows event log. For the procedure to check the Windows event log, see
Displaying the MAS event and error logs.
If manual attempts to re-enable the port still do not resolve the problem, or you are seeing a great number of these warnings, it may indicate a more serious problem within the system. Contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
Failed to restart telephony board drivers.
Description:
This alarm indicates that the Rhetorix drivers have not started.
You can locate and view more detailed information about this failure by checking the Event Viewer Application log:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Event Viewer (Local), expanding the tree if necessary.
- Double-click Application.
The system displays the Application log.
- Locate the most recent entry for a 1099 event.
Repair Procedure:
When this alarm is raised, the system responds by attempting to stop and restart the Rhetorix drivers. If successful, then the system considers the alarm resolved and generates a resolved-alarm event.
If the system cannot successfully stop and restart the Rhetorix drivers, you can try performing a manual shutdown and reboot of the system.
If this still does not resolve the problem, contact your Modular Messaging service or technical support representative for assistance.
Level:
Major
System descriptor:
Service experienced restart problem. See windows event log for details.
Description:
This alarm indicates that a Modular Messaging service has stopped repeatedly for some reason, or it has failed to restart. When the service first fails unintentionally, the system attempts to restart it automatically. This alarm is raised only after one such system automatic restart of the indicated service has failed again within a 30 minute period.
Repair Procedure:
When this alarm is raised, you can locate and view more detailed information about the failure by checking the Event Viewer Application log:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Event Viewer (Local), expanding the tree if necessary.
- Double-click Application.
The system displays the Application log.
- Locate the most recent entry for a 1242 event.
If the system does not resolve the alarm automatically within a period of a few minutes, contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
Message spool directory access failed.
Description:
This alarm indicates that the system is unable to access the message spool directory.
Repair Procedure:
There is no repair procedure for this alarm. Once the alarm has been raised, if the system is then able to access the message spool directory, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
When this alarm is raised, you can locate and view more detailed information about the failure by checking the Event Viewer Application log:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Event Viewer (Local), expanding the tree if necessary.
- Double-click Application.
The system displays the Application log.
- Locate the most recent entry for a 1527 or (unintentional) 1014 event.
|
Note:
A manual service shutdown currently results in a 1014 event being generated.
|
|
If the system does not resolve the alarm automatically within a period of a few minutes, contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
Switch link is down.
Description:
This alarm indicates that the system cannot verify that a switch link is operational.
Repair Procedure:
Verify that the switch link is operational. When it is, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
If the system does not resolve the alarm automatically within a period of a few minutes, or you are seeing a great number of these warnings on your system, contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
Voice server service startup problem. See windows event log for details.
Description:
This alarm indicates that the MM Messaging Application Server service has stopped repeatedly for some reason, or it has failed to restart. When the service first fails unintentionally, the system attempts to restart it automatically. This alarm is raised only after one such system automatic restart of the indicated service has failed within a 30 minute period.
This alarm is related to the MT ABS_PROC 1 alarm.
Repair Procedure:
When this alarm is raised, you can locate and view more detailed information about the failure by checking the Event Viewer Application log:
- Start the services Monitor application by doing one of the following:
- Double-click the Monitor.msc icon on your desktop.
- Click Start > Programs > Administrative Tools > Services.
- In the Tree pane, select Event Viewer (Local), expanding the tree if necessary.
- Double-click Application.
The system displays the Application log.
- Locate the most recent entry for a 1242 event.
If the system does not resolve the alarm automatically within a period of a few minutes, contact your Modular Messaging service or technical support representative for assistance.
Level:
Minor
System descriptor:
The primary and secondary server names for remote integration are invalid.
Description:
This alarm indicates that the primary and/or secondary server names for remote integration are invalid.
Repair Procedure:
Verify that the system has the correct primary and secondary server names configured for remote integration.
Once the primary and secondary remote server names are recognized as being valid, then the problem is considered resolved and the system automatically generates a resolved-alarm event.
If the remote server names are configured properly and the alarm persists, contact your Modular Messaging service or technical support representative for assistance.
Level:
Major
System descriptor:
The product license is invalid/expired. Please obtain a new license.
Description:
This alarm indicates that the Avaya Modular Messaging product license either is invalid or has expired.
Repair Procedure:
Contact your Modular Messaging service or technical support representative for a new product license.
Level:
Minor
System descriptor:
The license does not refer to the existing platform.
Description:
This alarm indicates that the Avaya Modular Messaging product license does not refer to the existing platform.
Repair Procedure:
Contact your Modular Messaging service or technical support representative for assistance.
Top of page
