Troubleshooting Guide for Cisco Unity Connection Release 15 - Troubleshooting Unified Messaging

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/troubleshooting/guide/b_15cuctsg/b_15cuctsg_chapter_0110.html

Published

2025-08-22

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Cisco documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Single inbox with Office 365 may not work when the Unity Connection service account was created in on-premises Active Directory and synchronised to Office 365, because Unity Connection cannot handle ADFS. Cisco's fix is to create the account locally in Office 365. in context
• For Exchange sync delays, Cisco recommends CsMbxSync micro trace level 19 to watch outstanding requests, which should not exceed 999. in context
• EvtMbxOAuthHttpStatusCode 0 in CiscoSysLog points to the Proxy Server and Active Directory DNS Domain Name settings on the unified messaging service. in context
• EvtMbxOAuthHttpStatusCode 401 in CiscoSysLog means the Application ID, Client ID and Client Secret values on the unified messaging service should be verified. in context
• For Office 365 OAuth, the CiscoSysLog event EvtMbxOAuthAccessTokenDBSaveSuccess confirms a successful token refresh and is expected roughly every 50 minutes. If EvtMbxOAuthAccessTokenRefreshThreadFailed appears instead, the Connection Mailbox Sync service should be restarted. in context
• For Exchange single inbox synchronisation delays, Cisco says to verify the Connection Jetty service is started and that the Exchange server can reach Unity Connection on TCP port 7080. in context
• A 401 error in unified messaging testing can be caused by a wrong password, a wrong username or a wrongly formatted username on the unified messaging services account. It can also mean the authentication mode configured in Unity Connection does not match Exchange. in context
• A 403 error indicates SSL is required by Exchange or Office 365 but the public CA certificates that signed the Exchange server certificates have not been uploaded to Unity Connection. in context
• For Gmail (Google Workspace) single inbox failing for all users, the service to check in Critical Services is Connection Google Workspace Sync. in context
• If single inbox is not working for any user with Exchange or Office 365, Cisco says to confirm in Cisco Unity Connection Serviceability that the Connection Mailbox Sync service (Critical Services) is Started. in context
• Unity Connection provides a Test button both on the unified messaging service (Unified Messaging > Unified Messaging Services) and on each user's unified messaging account; the Task Execution Results page identifies configuration problems. in context
• Resetting a unified messaging service delays synchronisation for every user associated with that service while Unity Connection resynchronises, so per-user account reset should be tried first. in context

Cite this source record

APA

WarmTransfer. (2025, August 22). Troubleshooting Guide for Cisco Unity Connection Release 15 - Troubleshooting Unified Messaging. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-cuc15-tsg-unified-messaging-b

BibTeX

@misc{warmtransfer-cisco-cuc15-tsg-unified-messaging-b,
  title  = {Troubleshooting Guide for Cisco Unity Connection Release 15 - Troubleshooting Unified Messaging},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-cuc15-tsg-unified-messaging-b},
  note   = {Cisco Systems, accessed 2026-10-02}
}