Troubleshoot CVP on SPOG that Shows Out of Sync
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Introduction
This document describes the steps to troubleshoot Customer Voice Portal (CVP) on Single Pane of Glass (SPOG) when it shows Out of Sync.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
- CVP
- Packaged Contact Center Enterprise (PCCE)
- Unified Contact Center Enterprise (UCCE)
Components Used
The information in this document is based on these software and hardware versions:
- CVP 12.0.1
- PCCE/UCCE 12.0.1
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.
Background Information
This document considers the situation when CVP is upgraded from 11.(x) to 12.0.(1) and/or upgrade of U/P(CCE) to 12.0.1 and then CVP reports Out of Sync as shown in the image:
Problem
Post upgrade of CVP to 12.0.(1); in SPOG CVP reports Out of Sync.
Solution
1. Collect CCBU logs from Administration and Data Server and Administration Client (AW) node. Collect CCBU logs from location:
(drive):\icm\tomcat\logs Filename starts with "CCBU" and "Error".
Log snippet sample:
0002331956: a.b.c.d: Dec 18 2019 16:28:09.444 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:
Starting DEFERRED SYNC for config=CONFIG_REQUEST_TYPE_CVP_PROPERTIES 0002331957: a.b.c.d: Dec 18 2019 16:28:09.444 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:
sendRestRequestToMachine :: counterRetryAttempt= 1 0002331958: a.b.c.d: Dec 18 2019 16:28:09.444 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:
Rest call: PUT https://a.b.c.d:8111/cvp-orm/rest/cvpconfig application/json 0002331959: a.b.c.d: Dec 18 2019 16:28:09.475 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:
Response Got Status is Internal Server Error 0002331960: a.b.c.d: Dec 18 2019 16:28:09.475 +0000: %CCBU_pool-9-thread-1-6-REST_API_INFO:
Response Got is PUT https://a.b.c.d:8111/cvp-orm/rest/cvpconfig returned a response status of 500 Internal Server Error 0002331961: a.b.c.d: Dec 18 2019 16:28:09.475 +0000: %CCBU_pool-9-thread-1-3-REST_API_EXCEPTION:
%[exception=com.cisco.ccbu.api.jaxb.error.ApiException: <!doctype html>HTTP Status 500 –
Internal Server Error][message_string=Error 500 occurred while trying to PUT to https://a.b.c.d:8111]:
The REST API has caught an exception
Duplicate entries in mediaserver.properties (at the location (drive):\Cisco\CVP\conf) is the root cause.
2. Open the file that is named mediaserver.properties in CVP A and notice :
MediaServer.default = a.b.c.d MediaServer.default = a.b.c.d MediaServer.1.hostName = test.test.com MediaServer.1.hostName = test.test.com MediaServer.1.ip = w.x.y.z MediaServer.1.ip = w.x.y.z MediaServer.1.port = MediaServer.1.port = MediaServer.1.isFTPEnabled = false MediaServer.1.isFTPEnabled = false MediaServer.1.ftpPort = 21 MediaServer.1.ftpPort = 21 MediaServer.1.ftpUserName = MediaServer.1.ftpUserName = MediaServer.1.ftpPswd = aaaaaaaaaaaaaa+=== MediaServer.1.ftpPswd = bbbbbbbbbbbbb=+--- MediaServer.1.vip = MediaServer.1.vip =
However, when the file mediaserver.properties checked in CVP B, it is noticed there is no duplicate entry for MediaServer.
MediaServer.default = a.b.c.d MediaServer.1.hostName = test.test.com MediaServer.1.ip = a.b.c.d MediaServer.1.port = MediaServer.1.isFTPEnabled = false MediaServer.1.ftpPort = 21 MediaServer.1.ftpUserName = MediaServer.1.ftpPswd = aaaaaaaaaaaaaa+=== MediaServer.1.vip =
3. Remove all the duplicate entries in the media.properties file on the respective CVP node and Save the file for changes.
4. Restart the Cisco CVP Web Services Manager Service on this CVP node.
5. Verify the status of CVP in SPOG.
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