Problem with System Manager

[bpicha]

Good morning,

Ive been having issues with the system manager. Im using system manager 7.0 and every time I try to make a change in User Management the following error pops up." Subscriber "6416" could not be associated to user "[email protected]". Cause of failure: "null"

In ASA Im able to make all changes.

[mcginp]

What version of cm are you on?

[bpicha]

Cm 7.0.0.3.0.441.22856

[mcginp]

It looks like it could be several issues. Search "could not be associated to" on the support site. They have a couple docs out there

[bpicha]

Im not able to find the documents you've mention. Is it possible to have the link?

[mlombardi1]

https://support.avaya.com/ext/index?page=content&id=SOLN308530&group=UG_ENTITLED_CUSTOMER

https://support.avaya.com/ext/index?page=content&id=SOLN311894&group=UG_ENTITLED_CUSTOMER

[bpicha]

Get this message with both links "The article was not found, or is no longer available."

[mcginp]

SMGR / CMM: Cannot delete or edit users in SMGR due to Subscriber "xxx" could not be associated to user "[email protected]". Cause of failure: "null"
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Doc ID: SOLN308530
Version: 1.0
Status: Published
Published date: 25 Apr 2017
Author:
mawyatt

Details
SMGR 6.3

CMM 6.3

Problem Clarification
Getting errors when trying to delete or change an User profiles in SMGR such as the following (where xxx is the extension/station):

The following errors have occurred:

Subscriber "xxx" could not be associated to user "[email protected]". Cause of failure: "null"

Cause
User profiles have a Messaging profile attached. When attempting to edit or delete users, SMGR is failing to communicate/sync with the CMM so it fails to modify users.
In a Wireshark trace taken on SMGR it was observed that the 3 way handshake on TCP sets up OK, but then CMM sends a FIN on the TCP connection and then a RST. So SMGR cannot sync with it and therefore user management with anyone that has a Messaging profile in SMGR is not possible.

When logging into CMM directly the user was being prompted by message “Announcement - Too many sessions” when trying to delete any user from CMM directly.

Solution
It was found that on CMM there where lots of hung sessions. Restarting the CMM application resolved the issue. This was done as follows:

Logged into CMM via CLI and then to sroot and then to CMM bash prompt and with customer permission execute following commands:

stop -s Audix
start -s Audix

[mcginp]

Details
SMGR upgrade from 7.0 to 7.1 now get error (subscriber xxxx could not be added on msg aam and association of sub to user xxxx at domain .com failed ...cause of failure :null , please try again ) when try to create CM and MSG endpoint profile
SMGR 7.1and AAM 6.3

Problem Clarification
After customer performed an SMGR upgrade from 7.0 to 7.1, they now get error (subscriber xxxx could not be added on msg aam and association of sub to user xxxx at domain .com failed ...cause of failure :null , please try again ) when try to create CM and MSG endpoint profile

Cause
Missing AAM 6.3 TimezoneMappings.xml file in the SMGR.

Solution
Please, see the attached doc for steps on how to fix the issue.
1.Go to AAM web -> Administration/Server (Maintenance) -> Server/Application Certificates -> server.crt marked with W (for Web Server)-> press Display and copy the certificate contents.
2.Go to SMGR web -> /Services/Inventory/Manage Elements -> check System Manager -> press More Actions -> Manage Trusted Certificates -> Add -> Import as PEM certificate -> paste the PEM certificate contents into this space -> press Commit
3. Perform AAM-SMGR sync
4. Go to /Elements/Messaging/Subscriber -> press View, Edit or New and verify that Timezone list is NOT empty.
If it’s still empty try to perform service jboss restart via Putty under root user.
5. Try to add AAM UPM subscriber once again

[bpicha]

I am profoundly thankful for your help. I was able to fix the problem. Thanks once again!!

*Ran the stop -s Audix on the AAM server.
*When tryed to run start -s Audix got message "could not find application audix
Use long format of command or update watchd.conf"
*Next I went to the AAM system Management Interface and under "Utilities" I ran " start messaging"