Troubleshooting
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General Troubleshooting Information, on page 1
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Details Available on the Phone, on page 2
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Problem Report Log Bundles, on page 4
General Troubleshooting Information
Visual Voicemail Issues
The following table provides general troubleshooting information related to issues with Visual Voicemail.
Table 1: Visual Voicemail Troubleshooting Tips
Solution
Problem
Validate that the:
• User enters the same Username as the Alias field
(including case) on the User’s Mailbox in the Cisco
Unity Connection voice messaging system.
• User uses the Web Application password, not the
Voicemail pin.
• Password Settings for the User’s Web Application
Password do not have the User Must Change
Password at Next Sign-In check box selected.
Unauthorized
message appears in the Enter Unity
Web Credentials dialog box after the user enters
their credentials and selects the Login option.
Validate that the Cisco Unity Connection server’s
tomcat-trust certificate has been imported into the Cisco
Unified Communications Manager’s trust store and the
Tomcat service has been restarted since the import
occurred.
When the user navigates to the Voicemail tab of
the Cisco Phone app, a brief toast notification
appears, which states
Voicemail connection
error. Unable to connect
along with an error
message
Voicemail Authentication failed!
Unable to connect to voicemail. Please
contact your administrator
. Also, you know
that visual voicemail is not working on other
devices at the same site.
Troubleshooting
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