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Lost Corporate Directory lookup
- Thread starter mandg
- Start date
You lost just the corporate directory option, or all of the directories?
Check your Enterprise Parameters (CCMAdmin - System - Enterprise Parameters). Scroll down to Phone URL Parameters section, and make sure the URL Directories field is pointed at:
If that is set correctly, reset the IIS service on the publisher CCM. That will usually fix it.
TMH
Check your Enterprise Parameters (CCMAdmin - System - Enterprise Parameters). Scroll down to Phone URL Parameters section, and make sure the URL Directories field is pointed at:
If that is set correctly, reset the IIS service on the publisher CCM. That will usually fix it.
TMH
- Thread starter
- #3
hmmm. Still can't figure this out...
When I went to verify that path, I found the entry:
I looked on the server for the folder c:\CCMUser but couldn't find it. So I did a search on the servers local C: drive for "xmldirectory.asp" and found it listed in the following two folders:
C:/CiscoWebs/IPPhoneServices/CCMCIP
C:/CiscoWebs/User
However, when I updated the this path on (CCMAdmin - System - Enterprise Parameters), I still could not get the Corporate Directory option on the phones menu (I tried updating on both directory paths).
I also started/stopped the IIS service to no avail. I should state that there are two publishers- one primary and the other secondary. The primary is 10.1.16.21 and the secondary is 10.1.16.20. From what I can see, they share the same directory structure. Will I need to make these changes on *both* publishers?
When I went to verify that path, I found the entry:
I looked on the server for the folder c:\CCMUser but couldn't find it. So I did a search on the servers local C: drive for "xmldirectory.asp" and found it listed in the following two folders:
C:/CiscoWebs/IPPhoneServices/CCMCIP
C:/CiscoWebs/User
However, when I updated the this path on (CCMAdmin - System - Enterprise Parameters), I still could not get the Corporate Directory option on the phones menu (I tried updating on both directory paths).
I also started/stopped the IIS service to no avail. I should state that there are two publishers- one primary and the other secondary. The primary is 10.1.16.21 and the secondary is 10.1.16.20. From what I can see, they share the same directory structure. Will I need to make these changes on *both* publishers?
All the web directories are in C:\CiscoWebs\
What path did you update it with? It *should* be the one I posted above, so yours would be
The IPPhoneServices is just a virtual directory under IIS. You must put in the path above in order to access the corporate directory.
There can only be one publisher server - the server that holds the master database for the entire CCM cluser. You should have one publisher and one subscriber server, if you only have two CCM's. If it's pointing to the IP address of the subscriber server, it won't work; the corporate directory only exists on the publisher database CCM server.
TMH
What path did you update it with? It *should* be the one I posted above, so yours would be
The IPPhoneServices is just a virtual directory under IIS. You must put in the path above in order to access the corporate directory.
There can only be one publisher server - the server that holds the master database for the entire CCM cluser. You should have one publisher and one subscriber server, if you only have two CCM's. If it's pointing to the IP address of the subscriber server, it won't work; the corporate directory only exists on the publisher database CCM server.
TMH
- Thread starter
- #5
OK, then I presume that the path you specifed is the same as the one I referenced on the local drive which was: (C:/CiscoWebs/IPPhoneServices/CCMCIP)
I ask because I can't find the CCMCIP folder under the c: drive.
Regardless, I did copy/paste your recommended entry into the "URL Directories" on the CCM, but still no change- will I need to reset the phones, stop/start the IIS service, or reboot the server? Thanks!
I ask because I can't find the CCMCIP folder under the c: drive.
Regardless, I did copy/paste your recommended entry into the "URL Directories" on the CCM, but still no change- will I need to reset the phones, stop/start the IIS service, or reboot the server? Thanks!
Trust me on this:
C:/CiscoWebs/IPPhoneServices/CCMCIP/xmldirectory.asp =
For all practical purposes, those two URLs point to the same thing. You won't find CCMCIP under the C: drive. It's physically located under C:\CiscoWebs\IPPhoneServices\CCMCIP\xmldirectory.asp. The phones use the *virtual* directory of which exists as a virtual directory in IIS (virtual directory is just a pointer/alias to a physical file location).
Now, you said it still won't work...hmmm. First, restart one phone and see if it pulls up when you hit the Directories button.
If not, check your IIS Admin (Start - Programs - Administrative Tools - Internet Services Manager) and see if the virtual directory exists - expand the Default Web Site and see if CCMCIP is in there.
TMH
C:/CiscoWebs/IPPhoneServices/CCMCIP/xmldirectory.asp =
For all practical purposes, those two URLs point to the same thing. You won't find CCMCIP under the C: drive. It's physically located under C:\CiscoWebs\IPPhoneServices\CCMCIP\xmldirectory.asp. The phones use the *virtual* directory of which exists as a virtual directory in IIS (virtual directory is just a pointer/alias to a physical file location).
Now, you said it still won't work...hmmm. First, restart one phone and see if it pulls up when you hit the Directories button.
If not, check your IIS Admin (Start - Programs - Administrative Tools - Internet Services Manager) and see if the virtual directory exists - expand the Default Web Site and see if CCMCIP is in there.
TMH
AdmanOK
MIS
- Mar 5, 2001
- 412
If you type into a web browser to you get any results?
- Thread starter
- #8
OK, thanks for clearing up the virtual web folder setup- I reset my phone and still haven't been able to get the directory to display but when I looked for the CCMCIP directory on the IIS server, I couldn't find it. hmmm...
Also, 'AdamOK', when I paste that url in mmy browser, I get the standard "The page cannot be displayed" message.
It looks as though the problem is starting to point to my IIS server, no?? Is there an easy way to add the CCMCIP directory to the default web site on the IIS server?
Also, 'AdamOK', when I paste that url in mmy browser, I get the standard "The page cannot be displayed" message.
It looks as though the problem is starting to point to my IIS server, no?? Is there an easy way to add the CCMCIP directory to the default web site on the IIS server?
When you say IIS server, you mean the publisher CallManager, correct? All your CCM's run IIS, but the publisher CCM is the one that URL should be pointing to.
Are you sure that the IP address you're using - 10.1.16.20 - is the IP address of your publisher CCM? There are only two reasons that I see why this wouldn't work: 1. The CCMCIP directory has been deleted as a virtual directory for some reason, or 2. The IP address you're using isn't the publisher CCM.
Do you know the IP address of your subscriber server? If so, plug that in instead of the IP addy you're currently using, and throw that in a web browser - see if that brings up anything.
TMH
Are you sure that the IP address you're using - 10.1.16.20 - is the IP address of your publisher CCM? There are only two reasons that I see why this wouldn't work: 1. The CCMCIP directory has been deleted as a virtual directory for some reason, or 2. The IP address you're using isn't the publisher CCM.
Do you know the IP address of your subscriber server? If so, plug that in instead of the IP addy you're currently using, and throw that in a web browser - see if that brings up anything.
TMH
- Thread starter
- #10
Well, no- like an idiot I looked at our main IIS web server- sorry about that. So now that I'm back on trak with the IIS Admin service running on the Publisher CCM, I see that it does have the virtual directory listed with the path: C:\CiscoWebs\IPPhoneServices\CCMCIP\xmldirectory.asp
I did verify that I'm working on the Publisher as well. When I enter the Subscriber IP address in my web browser ( it just displays the xml code;
- <CiscoIPPhoneMenu>
<Prompt>Select a directory</Prompt>
- <MenuItem>
<Name>Corporate Directory</Name>
<URL> </MenuItem>
</CiscoIPPhoneMenu>
I tried stopping/starting the IIS Admin service again plus resetting my phone to no avail :-(
This is getting perplexing...
I did verify that I'm working on the Publisher as well. When I enter the Subscriber IP address in my web browser ( it just displays the xml code;
- <CiscoIPPhoneMenu>
<Prompt>Select a directory</Prompt>
- <MenuItem>
<Name>Corporate Directory</Name>
<URL> </MenuItem>
</CiscoIPPhoneMenu>
I tried stopping/starting the IIS Admin service again plus resetting my phone to no avail :-(
This is getting perplexing...
- Thread starter
- #11
OK- Maybe a break on this mystery...
Looking at the System Log on the Event Viewer I found that, since 6/22/05, I've been getting two errors (one critical, one warning) every few minutes. The first is a W3SVC warning error and the second is a DCOM critical error:
Here's the W3SVC error:
The server failed to load application '/LM/W3SVC/1/root/CCMUser'. The error was 'The server process could not be started because the configured identity is incorrect. Check the username and password.
'.
For additional information specific to this message please visit the Microsoft Online Support site located at:
And here's the DCOM error:
DCOM got error "The referenced account is currently locked out and may not be logged on to. " and was unable to logon .\IWAM_GUEST in order to run the server:
{21BC5118-8AF0-44FE-9ED1-E04583412EE1}
Looking at the System Log on the Event Viewer I found that, since 6/22/05, I've been getting two errors (one critical, one warning) every few minutes. The first is a W3SVC warning error and the second is a DCOM critical error:
Here's the W3SVC error:
The server failed to load application '/LM/W3SVC/1/root/CCMUser'. The error was 'The server process could not be started because the configured identity is incorrect. Check the username and password.
'.
For additional information specific to this message please visit the Microsoft Online Support site located at:
And here's the DCOM error:
DCOM got error "The referenced account is currently locked out and may not be logged on to. " and was unable to logon .\IWAM_GUEST in order to run the server:
{21BC5118-8AF0-44FE-9ED1-E04583412EE1}
Ouch. You may want to open a case with Cisco TAC on this one. Was there anything that happened, any change, on that date that you know of?
One thing you can try (TAC will probably have you do this anyways) and it's pretty painless and won't mess up anything worse is to reset the five core account passwords. Make absolutely SURE you do this after hours.
You must be on the publisher CCM in order to do this; here's the instructions, directly from Cisco:
Step 1: Log on as the local Administrator on the Publisher.
Step 2: Using Explorer, browse to C:\Program Files\Cisco\Bin and launch AdminUtility.exe.
Step 3: Within the User Password field, input the local Administrator password and click
OK.
Step 4: Select the check-box for at the top of the tree which should correlate to the DNS
name of the Publisher.
Step 5: Select Options from the menu, and Set New Password.
Step 6: Input your 1 - 15 character alphanumeric password phrase that will be used to
generate the complex passwords for each local account and service. Re-enter the string
within the next field for verification and click OK.
Step 7: Highlight all systems within the cluster and click Update Server Password. You
will receive a warning message informing you that this will take down all systems with the
cluster and could take a significant amount of time. Click OK.
Step 8: When completed, for each system you will see that the Update was successful.
Click EXIT once all systems within the cluster have successfully updated.
Step 9: Close the AdminUtility window.
TMH
One thing you can try (TAC will probably have you do this anyways) and it's pretty painless and won't mess up anything worse is to reset the five core account passwords. Make absolutely SURE you do this after hours.
You must be on the publisher CCM in order to do this; here's the instructions, directly from Cisco:
Step 1: Log on as the local Administrator on the Publisher.
Step 2: Using Explorer, browse to C:\Program Files\Cisco\Bin and launch AdminUtility.exe.
Step 3: Within the User Password field, input the local Administrator password and click
OK.
Step 4: Select the check-box for at the top of the tree which should correlate to the DNS
name of the Publisher.
Step 5: Select Options from the menu, and Set New Password.
Step 6: Input your 1 - 15 character alphanumeric password phrase that will be used to
generate the complex passwords for each local account and service. Re-enter the string
within the next field for verification and click OK.
Step 7: Highlight all systems within the cluster and click Update Server Password. You
will receive a warning message informing you that this will take down all systems with the
cluster and could take a significant amount of time. Click OK.
Step 8: When completed, for each system you will see that the Update was successful.
Click EXIT once all systems within the cluster have successfully updated.
Step 9: Close the AdminUtility window.
TMH
- Thread starter
- #14
Well that's strange- I don't have the AdminUtility.exe file in that folder. Matter of fact, it's not on either CCM in any of the folders.
What's weirder, I don't have an account called "IWAM_MACHINENAME" ... but I do have the "IWAM_GUEST" account.
What's weirder, I don't have an account called "IWAM_MACHINENAME" ... but I do have the "IWAM_GUEST" account.
The account should be another one that starts with IWAM...so, if your machine name or host name is CALLMANAGER, the name of the account would be IWAM_CALLMANAGER. You should have that account in addition to the IWAM_GUEST account.
I probably should have asked this earlier...do you know what version of CallManager you are running? If you're running an older version, you may not have the AdminUtility.exe...
TMH
I probably should have asked this earlier...do you know what version of CallManager you are running? If you're running an older version, you may not have the AdminUtility.exe...
TMH
- Thread starter
- #16
I checked Cisco's web site, looks like CCM 3.2 does not have the AdminUtility.exe available; it's only in CCM 3.3 and above.
It sounds like there's a lot more going on in your servers than just recreating the IWAM_COMPUTERNAME account would fix. If you recreate the account, it has to have the correct rights and permissions assigned to it, and the passwords must match between Windows security database and the IIS metabase, otherwise you'll still have issues.
I run a test lab of CCM's...I ran into a problem with IIS and the Services before, and it was not the easiest thing in the world to fix (I'm familiar with IIS, and I know how it works, but in-depth stuff like the COM's was beyond my reach at that point, some if it still is).
If you choose to recreate the account, you'll have to add the permissions back in (see You may also need to grant "Log on Locally" to the new account.
I strongly recommend opening up a Cisco TAC case on this.
TMH
It sounds like there's a lot more going on in your servers than just recreating the IWAM_COMPUTERNAME account would fix. If you recreate the account, it has to have the correct rights and permissions assigned to it, and the passwords must match between Windows security database and the IIS metabase, otherwise you'll still have issues.
I run a test lab of CCM's...I ran into a problem with IIS and the Services before, and it was not the easiest thing in the world to fix (I'm familiar with IIS, and I know how it works, but in-depth stuff like the COM's was beyond my reach at that point, some if it still is).
If you choose to recreate the account, you'll have to add the permissions back in (see You may also need to grant "Log on Locally" to the new account.
I strongly recommend opening up a Cisco TAC case on this.
TMH
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