CallManager 4.x to 5.x/6.

x Upgrade Fails Due to

DMA Error
Document ID: 82016

Introduction
Prerequisites
Requirements
Components Used
Conventions
DMA Fails During Upgrade − Troubleshooting Tips
Solution 1
Solution 2
Solution 3
Error: not enough disk space to perform upgrade
Solution
DMA Stuck due to Informix IDS − Cisco CallManager Service
Solution
Error: "The Installation has Encountered a Unrecoverable Internal Error"
Solution
TcpWindowSize Errors Occur During DMA Installation
Solution
DMA fails due SQL error: −746
Problem
Solution
Error message: Only characters A−Z, a−z, 0−9 are allowed in prompt name
Problem
Solution
Warning: LDAP Search Failed
Solution
Warning: NetworkHoldMOHAudioSourceID is set only for Directory Numbers
Solution
NetPro Discussion Forums − Featured Conversations
Related Information

Introduction
Data Migration Assistant (DMA) assists you with the first step in the migration from Cisco Unified
CallManager 4.1(x) data to CallManager 5.x/6.x. DMA backs up Cisco CallManager 4.1(x) data in a format
that Cisco CallManager 5.0 can read. Cisco CallManager 4.1(x) runs in a Windows environment, and Cisco
CallManager 5.x/6.x runs in a Linux environment, so DMA exports Windows−based data to a format that
Linux can import. The Cisco CallManager 5.x/6.x installation process converts the backed up data as needed
for Cisco CallManager 5.x/6.x, which completes the data migration. Refer to Release Notes for Data
Migration Assistant Release 5.0(4) for more information on DMA.

Prerequisites
Requirements
There are no specific requirements for this document.
Components Used
The information in this document is based on Cisco CallManager 4.1(3) and 5.x/6.x.

The information in this document was created from the devices in a specific lab environment. All of the
devices used in this document started with a cleared (default) configuration. If your network is live, make sure
that you understand the potential impact of any command.

Conventions
Refer to Cisco Technical Tips Conventions for more information on document conventions.

DMA Fails During Upgrade − Troubleshooting Tips

When you attempt an upgrade from Cisco CallManager 4.x to Cisco CallManager 5.x, the DMA fails and the
upgrade stops.

The first place to look when you troubleshooting a DMA backup problem is the backup.log file that is created
when the backup process is attempted. This file is located in the C:\program files\common
files\cisco\logs\dma\ folder:

This file might provide information into the cause of the DMA failure. Most errors can look something like
this:

[02:34:51 PM] [Error] Failure, Windows−based W1 Migration Verification

[02:34:51 PM] [Error] Failed to verify Cisco CallManager database and

directory backed up data.

[02:34:51 PM] [Error] The database and/or directory cannot be migrated

as they are.

[02:34:51 PM] [Error] Correct the database and/or directory

information and run DMA again.

[02:34:51 PM] [Error] Verifcation of DB in IDS failed. Retaining the

TAR file as it is.

Then check the exportdb.log file to find where the DMA failed during the backup process. This file is located
in the C:\ciscowebs\dma\bin\ folder.

In this log file, look from the bottom up for the last operation that failed. An operation in the log looks like
this:

Successful Operation:

cmd [ /C copy "C:\CiscoWebs\DMA\bin\sdmigration\sql\create_ccm_w.sql"

"c:\tmp\db\sql"]

[cmd] [ /C copy "C:\CiscoWebs\DMA\bin\sdmigration\sql\create_ccm_w.sql"

"c:\tmp\db\sql"]

going to GetStartupInfoA()

going to CreateProcessA()

going to WaitForSingleObject()
 going to GetExitCodeProcess()

GetExitCode returned TRUE (success)

return value = 0 (0 means success!)

Failed Operation:

ImportCSV[C:\CiscoWebs\DMA\bin\installdb] [ −f W1 c:\tmp c:\tmp 1 1]

going to GetStartupInfoA()

going to CreateProcessA()

going to WaitForSingleObject()

going to GetExitCodeProcess()

GetExitCode returned TRUE (success)

return value = 1 (1 means failure!)

The installdb operation that you see fail in this output is the most common source of failed DMA backups.

Finally, the installdb process generates a log in the DBL trace folder called installdbw1.log. This file is
located in C:\Program Files\Cisco\Trace\DBL\installdbw1.log.

In this log, search from the top down for the keyword *Error*.

Note: The asterisks that surround the word Error are very important. In DMA, if a line simply has "Error"
without the asterisks, it is non−critical and can be ignored. You also see *Warnings* which can also be
ignored.

The reason for the top down search is that errors at the bottom of the trace are most likely caused by an error
occurrence earlier on. In Example 1, look at the first line that says *Error* and see that the DMA failed
insert into the Informix Dynamic Server (IDS) Database for Cisco CallManager 5.0.

Example 1 − Unspecified System Error = −239 on Informix db Insert

10/23/2006 14:25:42.227 installdb|*ERROR* Error executing "insert into NumPlan

(authorizationcoderequired,authorizationlevelrequired,blockenable,
cfaptvoicemailenabled,cfavoicemailenabled,cfbintvoicemailenabled,
cfbvoicemailenabled,cfdfvoicemailenabled,cfnaintvoicemailenabled,
cfnavoicemailenabled,clientcoderequired,deviceoverride,dnorpattern,
fkroutepartition,iscallable,ismessagewaitingon,outsidedialtone,
patternurgency,personalroutingenabled,pff_cfb,pff_cfna,pffintvoicemailenabled,
pffvoicemailenabled,pkid,supportoverlapsending,tkautoanswer,tknetworklocation,
tkpatternprecedence,tkpatternusage,tkpresentationbit_callingline,
tkpresentationbit_callingname,tkpresentationbit_connectedline,
tkpresentationbit_connectedname,tkreleasecausevalue,tkstatus_
usefullyqualcallingpartynum)
values('F',0,'F','f','F','F','f','f','F','f','F','F',
'1131',
'4a3945ba−7319−42ff−8f75−f2487e51380e','T','f','F','F','F','F','F','F','F',
'7917e56e−8c50−4f8f−b851−db45b23220b2','f',0,0,5,7,0,0,0,0,0,0):
[Informix][Informix ODBC Driver][Informix]Unspecified System Error =−239.|

Note the error number on the last line. This number is important because it helps you resolve the problem.
You can see the DN or Pattern that has the issue in the bold font. In this case, it is a duplicate voicemail pilot
number that was created during an upgrade from Cisco CallManager 3.3(5) to CallManager 4.1(3). It is also
important to note that this problem was only found after looking in the Cisco CallManager Admin pages for
directory number (DN) 1131. These error messages can give some tips on where to look for the problem, but
many times, they do not indicate the exact problem directly.

These are the most common system error numbers:

• −239: Error trying to insert a duplicate record.

• −691: Trying to insert a record with a pointer to null value.

This typically refers to a piece of data that you try to insert that references data that never got inserted
earlier.

Example 2 − Unspecified System Error = −691

10/23/2006 14:29:34.467 installdb|*ERROR* Error

executing "insert into DeviceNumPlanMap
(busytrigger,callinfodisplaymask,ctiid,fkdevice,fknumplan,maxnumcalls,
numplanindex,pkid,tkmwlpolicy,tkringsetting,tkringsetting_consecutive)values
(1,9,2117155668,'a13d0022−1002−4386−b28d−094643addf84',
'7917e56e−8c50−4f8f−b851−db45b23220b2',2,0,
'2fa36f13−6a7a−43f4−965d−be534860666e',0,4,0):
[Informix][Informix ODBC Driver][Informix]Unspecified System Error =−691.
sqlerrm(DMABack_Admin.fk_devicenumplanmap_fknumplan)|

Note that the PKID matches between the errors and that the time stamp for these errors are about 4 minutes
apart.

Example 3 shows another example of a user that fails to be inserted into the DB:

Example 3 − Primary Error − Error Code = −391

10/15/2006 23:02:09.265 installdb| DBUtil::CopyTable insert into

enduser (pkid,uniqueidentifier,userid) values
a02117a9−ffa3−4f6a−aa6c−d120842d55cd','9f2e66c656779a4dbaccdcb3a320d676','cpush')
('

10/15/2006 23:02:09.265 installdb| DBUtil::CopyTable

ErrorCode=−391, SQLState=HY000|

It is the userid that has the problem. This is most likely an empty field in the user page (for example: Last
Name, PIN Password, and so forth). It is possible that a field in Cisco CallManager 4.x was not required and
this blank field causes an error when you try to insert it into IDS.

Example 4 − Secondary Error − Error Code = −691

10/15/2006 23:03:01.546 installdb| *ERROR* Error executing

"insert into EndUserDeviceMap
(defaultprofile,description,fkdevice,fkenduser,pkid,tkuserassociation) values
('F','','55cff786−90c9−4cac−b051−18da97bfcba2','a02117a9−ffa3−4f6a−aa6c−d120842d55cd',
'5f9fc849−a799−433f−98bd−9ea074ed5b71',1):
[Informix][Informix ODBC Driver][Informix]Unspecified System Error = −691.
sqlerrm(DMABack_Admin.fk_enduserdevicemap_fkenduser)|

Note the matching PKID and the difference in timestamps. The −391 error causes a −691 error roughly a
minute later.

−391: Trying to insert a record that has null field where data is required.
Solution 1
Complete these steps in order to resolve this issue:

Note: Before you run DMA , make sure you disable the Cisco Security Agent (CSA) service, the Antivirus
application, or any other third party application that runs on your server.

1. Choose Start > Programs > Microsoft SQL Server > Enterprise Manager.

2. Drill down to Microsoft SQL Servers > SQL Server Group > <local_server> > Databases >
CCM0XXX > Tables.
 3. Locate and right−click on LineGroup and choose Open Table > Return all rows.
4. Check the rnaReversionTimeout field. The problem might be because this field is set to 180 and it
should be between 0 and 120. If it is 180, set this field to 120. You need to click the "!" (exclamation
mark in the tool bar) in order to run so that the value is saved.

5. Close the Microsoft SQL Enterprise Manager and run the DMA again. The upgrade should work fine.

Solution 2
This error can also occur when the Personal Address Book has some invalid entries, such as x, +, and the
DMA fails to parse those entries. This results in the data validation error.

In order to resolve the issue, complete these steps:

1. Convert the entries to the standard format or delete them.

2. Re−run the DMA.

The upgrade is likely to be successful.

Solution 3
This issue can also occur if there is some Unassigned Directory Number (DN) in the Cisco CallManager
database. You can see a list of DNs that are not associated with any phones in the Cisco CallManager Route
Plan Report. In order to resolve the issue, you need to delete the unassigned DN from Cisco CallManager and
re−run the DMA.
Error: not enough disk space to perform upgrade
When an attempt is made to retrieve the upgrade file for Cisco Unified Communications Manager from a
remote server through a File Transfer Protocol (FTP) server, the not enough disk space in the
common partition to perform the upgrade error message appears.

Solution
Use a Secure FTP server to retrieve the upgrade file from the backup. Make sure you have access to an SFTP
server in order to backup Cisco Unified Communications Manager over a network.

DMA Stuck due to Informix IDS − Cisco CallManager Service

When a user runs the DMA to backup the Cisco CallManager database, the Informix IDS−CCM service does
not stop. This causes the DMA to appear in a hung or stuck state.

Solution
Complete these steps in order to resolve this issue:

1. In order to stop the IDS service and allow the DMA resume, choose Start > Programs > Informix
Dynamic Server > ccm.

A command prompt window opens with Informix privilege.

2. Run the onmode −yuk command in order to stop the Informix Dynamic Server. DMA then resumes
and is operational.

Error: "The Installation has Encountered a Unrecoverable

Internal Error"
The upgrade from Cisco CallManager 4.x to Cisco CallManager 5.x fails, even when the same IP address and
hostname are used and these steps are completed:

1. Create a backup with the Data Migration Assistant (DMA).

2. Boot the Cisco CallManager 5.x DVD.
3. Choose Microsoft Windows Upgrade.
4. Download the TAR file that the DMA generates from a File Transfer Protocol (FTP) server.

When these steps are completed, the data downloads and is applied without problems. After a while, a dump
generates with this message in the install.log file:

The installation has encountered a unrecoverable internal error.

For further assistance report the following information to your support
provider. Script "/usr/local/cm/script/5.0.2.1000−3/cm−dbl−install W1
PostInstall 5.0.2.1000−3"4.1.3"
usr/local/cm/common/download/windows/ /common/log/install/install.log"
exited with errors (1).The system will now halt.

Solution
This issue occurs due to the presence of a delete file among your CSV files. There is a file, which is not a part
of the regular install in Windows, that must be removed from the TAR. It is called delete.csv.
Complete these steps in order to resolve this issue:

1. Delete this file from the TAR.

In order to delete this file, run the tar command with −−delete with the delete.csv file, such as:

tar −f −−delete ccm/csv/delete.csv

2. Re−run the install.
3. After the issue is resolved and the software upgrade is complete, make sure to upgrade the Licenses as
well.

E−mail the Cisco licensing team at [email protected]. It is not possible to make any changes to
Cisco CallManager, such as adding phones, until the new license is updated in the servers.

TcpWindowSize Errors Occur During DMA Installation

When an attempt is made to upgrade from Cisco CallManager 4.x to Cisco CallManager 5.x, the DMA fails,
and this error appears in the DMAInstUI.log:

DMAInstall.cpp fnIDSInstallPreCheck −−> fnIDSInstallPreCheck

DMAInstall.cpp fnIDSInstallPreCheck Cannot find TcpWindowSize registry key in SYSTEM\Cu
DMAInstall.cpp fnIDSInstallPreCheck Cannot find Tcp1323Opts registry key in SYSTEM\Curr

Solution
In order to resolve the issue, login as the local administrator and complete the DMA installation.

Note: If you have logged in as a user that has administrative rights, you cannot run the DMA installation
successfully. You must login with the local administrator account in order to run the installation successfully.

DMA fails due SQL error: −746

Problem
When an attempt is made to upgrade Cisco CallManager with the DMA tool, this SQL error appears:

Device
SQL error: −746(2700)
Warning message (business rule violation): A device that uses phone templates must have a
specific phone template assigned
pkid e373e786−c9c3−49e3−89bb−1e595f07e66f Not modifiable
VGC0ab73c0a2b00

Solution
SQL error: −746(2700) implies that a device is not assigned a phone template or the template is not valid. In
order to resolve this error message, complete these steps:

1. Find the pkid of the device from the details of the error message.
2. Choose Start > Programs > Microsoft SQL Server > Enterprise Manager in order to look for the
pkid in the SQL enterprise manager device table.
 3. Assign a phone template to it.

Error message: Only characters A−Z, a−z, 0−9 are allowed

in prompt name
Problem
When the DMA runs, the Error message: Only characters A−Z, a−z, 0−9 are allowed
in prompt name error message appears in the data validation log.

The data validation log from a DMA run reports errors and suggests to change the entry with Microsoft SQL
server in order to fix them. This error message appears in the log:

Row: 19 SQL error: 5000

Error message: Only characters A−Z, a−z, 0−9 are allowed in prompt name
pkid af975a89−3708−4186−a278−8ae34f6bd175 NOT MODIFIABLE
fkEndUser 014cec85−aba9−4494−a342−5c235a3dc03a
aakeypadmapping 78445247374286
aapromptname
FNameAltPronun
LNameAltPronun

Solution
These are the workarounds for this issue:

Workaround 1

Complete these steps:

1. Create an end user without Unicode characters and save it.

2. Modify the names to include Unicode characters.
Workaround 2

Complete these steps:

1. Create an end user without Unicode characters and save it. An error appears.
2. Modify the value in the Name Dialing field. Save again.

Warning: LDAP Search Failed

DMA displays this warning when an attempt is made to upgrade from Cisco CallManager 4.x to Cisco
Unified Communications Manager 6.x:

Warning: LDAP Search Failed

LDAP Search ErrorCode = 32
LDAP Search ErrorMessage = No such object
LDAP Search ErrorName = LDAP_NO_SUCH_OBJECT
LDAP Search ErrorText = The server cannot find an object specified in the request
LDAP Search SearchBase = ou=user_info,ou=CCN,o=cisco.com
LDAP Search SearchScope = sub
LDAP Search SearchFilter = (|(objectclass=ciscooccontact)(objectclass=person))
LDAP Search List Of Attributes Queried for =
Condition: LDAP Search failed
Solution: Please note the LDAP error

Solution
This is seen if the directory does not contain the required location ou=user_info,ou=CCN,ou=Cisco,
dc=cvm,dc=org. Data in this location is not present or invalid, hence not backed up and you see this
warning a few times. It always points to the fact that ou=user_info does not exist or is invalid. You need
to check the directory to see if this user exists. If it does, delete it and add it again. If it does not exist, you can
ignore this warning.

Warning: NetworkHoldMOHAudioSourceID is set only for

Directory Numbers
When an attempt is made to upgrade from Cisco CallManager 4.x to Cisco Unified Communications Manager
6.x, DMA shows this warning:

Table: NumPlan
Row: 3118 SQL error: −746(25048)
Warning message (Business Rule Violation): NetworkHoldMOHAudioSourceID is set only for
Directory Numbers

This error occurs when the data in a specific field is anything but a period (.).

Solution
The DNorPattern must be removed and re−added through CCMAdministration. Then, DMA must be
re−executed so that the change is picked up in the latest export.

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Updated: Sep 25, 2008 Document ID: 82016