Troubleshooting Guide for Cisco Unity Connection Release 15 - Troubleshooting User and Administrator Access

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_011.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

• When the default application administration account is locked by password expiry or too many failed attempts, the CLI command utils cuc reset password unlocks it and changes its password. in context
• The Unity Connection 15 troubleshooting guide directs administrators to confirm Use DTMF KPML and Use DTMF RFC 2833 are checked under Telephony Integrations > Port Group > Edit > Advanced Settings when key presses are not recognised. in context
• When Unity Connection is integrated with Unified CM over SCCP and calls arrive through IOS VoIP dial-peer gateways, the troubleshooting guide attributes ignored key presses to DTMF not being relayed and gives dtmf-relay h245-alphanumeric as the gateway fix. in context
• The Unity Connection event EvtSubAccountInactive indicates the account was made inactive by the inactivity timeout rather than by failed sign-in attempts. in context
• The Unity Connection event EvtSubAccLockedMaxHack indicates that a user exceeded the maximum number of sign-in attempts. in context
• A CiscoHAProxyServiceDown entry in CiscoSysLog indicates the HAProxy service needs restarting when Unity Connection web applications are inaccessible. in context
• In Unity Connection 15, users who do not hear the sign-in prompt when calling voicemail are documented as either matching an incorrect direct call routing rule or having their extension fall outside the search scope set by the routing rule. in context
• The error Bad response from CUCM. Reason: Requested resource is not available when updating a phone PIN points to the primary AXL server: check its username and password on Edit AXL Servers, that it is operational, and that its certificate validates or Ignore Certificate Errors is checked. in context
• To use the Port Status Monitor tool for sign-in routing diagnosis, Unity Connection 15 requires checking Enable Remote Port Status Monitor Output under System Settings > Advanced > Conversations and listing the IP addresses allowed to connect. in context
• For the missing sign-in prompt symptom, the Unity Connection 15 troubleshooting guide lists diagnostic traces Arbiter levels 14-16, Routing Rules level 11 and CDE level 4. in context
• A user whose account is locked over the Unity Connection telephone or voice user interface hears that the account is locked and cannot be opened and is told to contact the system administrator. in context
• To resolve a TUI/VUI account lock, the Unity Connection 15 guide gives two remedies: uncheck Locked by Administrator under Edit User Basics > Password Settings, or set Voicemail Application Access to Active on Edit User Basics. in context
• For password-based Visual Voicemail, a locked or disabled Unity Connection account can surface as Please enter a valid username and password pair even when the credentials are valid; the audit log shows Failed to Login to VMREST. in context
• For PIN-based Visual Voicemail sign-in, a locked account produces a message telling the user the account is locked and to contact the administrator, and the audit log entry Failed to Login to Cisco Unity Connection VMWS indicates lockout from exceeded attempts. in context
• The error Account has been disabled in Cisco PCA, Unity Connection Administration or Web Inbox is resolved by setting Voicemail Application Access to Active on the user's Edit User Basics page; the audit log records that the user had not logged in for the configured inactivity days. in context
• When no Unity Connection web application can be signed in to, the Release 15 guide says to check the Cisco HAProxy service (RTMT Critical Services or utils service list), restart it with utils service restart Cisco HAProxy, and if the problem persists do the same for Cisco Tomcat. in context

Cite this source record

APA

WarmTransfer. (2025, August 22). Troubleshooting Guide for Cisco Unity Connection Release 15 - Troubleshooting User and Administrator Access. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-cuc15-tsg-user-admin-access

BibTeX

@misc{warmtransfer-cisco-cuc15-tsg-user-admin-access,
  title  = {Troubleshooting Guide for Cisco Unity Connection Release 15 - Troubleshooting User and Administrator Access},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-cuc15-tsg-user-admin-access},
  note   = {Cisco Systems, accessed 2026-10-02}
}