Unity Connection 8.5 weird cluster problem

I'm having a very odd problem with my CUC cluster. It happens after a split-brain caused by a network issue. The sub and pub go into split brain and once the network problem is resolved and they can talk, the sub goes into high utilization and the queue on the pub just backs up and is never delivered. I've even tried doing a full cluster reboot and it doesn't seem to solve the problem. During this scenario neither nodes are answering calls so incoming callers get a busy and users can't check their voicemail.
The back story is that it first happened after a link between the two buildings was disconnected for about 30 seconds during maintenance. I ended up leaving the sub down for a couple of weeks and things seemed to be OK when it came back up. Then the next time it happened was recently when we did a switch upgrade. Exactly the same thing happens, one node...usually the sub, goes into high CPU (i see it on the VMware console) and the queue on the pub backs up.
Anyone have any thoughts on how I can proceed to troubleshoot this? The worst part is I will basically have to do it late at night so as not to affect the users!
Thanks in advance!
Rob
Sent from Cisco Technical Support iPad App

Hi Rob,
It sounds like you could be hitting this bug;
CSCtq86294 - MTA threads stuck after SBR.  No message delivery
Description
Symptom:After a lengthy subscriber shutdown, when the subscriber is brought up, the MTA failed to initialize properly and messages are no longer delivered. The messages simply queue up.
Conditions:
Workaround:First make sure SBR has completed (show cuc cluster status) and that the Publisher is the Primary. Next make sure the Message Transfer Agent (MTA) service is started. This can be seen by the GUI (under Cisco Unity Connection Serviceability > Tools > Service Management => Connection Message Transfer Agent) or via CLI (utils service list, look for "Connection Message Transfer Agent[STARTED]").If the service is started, then the RTMT counters can be examined to see if messages are being delivered (also available via CLI as shown below).show perf query path "CUC Message StoreMessages Received Total"show perf query path "CUC Message StoreMessages Delivered Total"show perf query path "CUC Message StoreQueued Messages Current"If these do not increment, then the MTA process is likely stuck and needs to be restarted (from the GUI via Cisco Unity Connection Serviceability). The process is "Connection Message Transfer Agent" and it should be stopped and immediately started. If there is a significant delay, then the system will fail over and will need to be failed back.
Details
1st Found-in:                          (1)
8.5(1)
More
Less
Status:
Fixed
Last Modified:
Dec 06,2011
Known Affected Versions:
More
Less
Fixed-in:                          (11)
8.6(2.10000.30), 8.6(1.98000.53), 8.6(1.98000.126)8.6(1.59), 8.6(1.21005.1), 8.6(1)ES4, 8.5(1.13029.1)
8.5(1.13028.2), 8.5(1)ES54, 8.0(3.23041.1)8.0(3)ES39
More
Less
Product:
Cisco Unity Connection
Platform:
Dependent
Severity:
3 - moderate
Cheers!
Rob
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    Problem is during this timeframe someone dialed into system and changed the transfer extensions to various LD numbers throughout an entire day and the reports aren't showing these outcalls. Call Manager CDR data show the calls being placed from Unity VM ports and the Unity Conversation Manager traces I grabbed for the timeframe show the calls to those numbers to.  I'm just trying to match up with a report and figure out if there is some other log or trace file I can look to determine for sure the caller logged in to the voicemail box and changed the transfer extension on it. (guessed the voicemaill password). The failed log in report doesn't even show the failed login attempt in output from traces below. The transfer extension dest addr was different on the transfers on this same mailbox.  Have locked down the system since but want to get better grip on this with the reports and traces.
    I looked over the CUC 8.6.2 SU1 and SU2 release notes and not seeing any resolved bugs for these matters either.
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    00:32:46.399 HDR|02/04/2013 ,Significant
    00:32:46.399 |9744,PhoneSystem-1-001,E68CA6DB3CAE4118BE9F9612BD3540A9,Arbiter,-1,Incoming Call [callerID='' callerName='' calledID='555123' redirectingID='555123' lastRedirectingID='555123' reason=4=FwdNoAnswer lastReason=8=FwdUncond] port=PhoneSystem-1-001 portsInUse=1 ansPortsFree=23 callGuid=E68CA6DB3CAE4118BE9F9612BD3540A9
    00:33:55.006 |9744,PhoneSystem-1-001,E68CA6DB3CAE4118BE9F9612BD3540A9,MiuGeneral,25,Enter CAvMiuCall::TransferEx destAddr='715551231234' type=2=Release maxRings=4 mediaSwitch='00a499fa-a193-45b0-a153-564a64019eb8'
    00:33:58.955 |9744,PhoneSystem-1-001,E68CA6DB3CAE4118BE9F9612BD3540A9,MiuGeneral,25,Exit CAvMiuCall::TransferEx=0x00000000=S_OK
    00:34:37.090 |9832,PhoneSystem-1-001,9DB394E443A3419FA0020BC9D1A92806,Arbiter,-1,Incoming Call [callerID='' callerName='' calledID='555123' redirectingID='555123' lastRedirectingID='555123' reason=4=FwdNoAnswer lastReason=8=FwdUncond] port=PhoneSystem-1-001 portsInUse=1 ansPortsFree=23 callGuid=9DB394E443A3419FA0020BC9D1A92806
    00:34:50.403 |9832,PhoneSystem-1-001,9DB394E443A3419FA0020BC9D1A92806,CDL,11,CCsCdlImsAccess::AuthenticateSubscriber: Cannot authenticate user: JOESMITH IMS Result Code: 1 on line 108 of file CdlIms/src/CsCdlImsAccess.cpp: Error: 0x80046505 Description: E_CDL_SP_EXEC_FAILURE
    00:34:50.403 |9832,PhoneSystem-1-001,9DB394E443A3419FA0020BC9D1A92806,CDE,3,Authentication Failed for Subscriber  555123 (Src/CsCallSubscriber.cpp 2969)
    00:34:50.404 |9832,PhoneSystem-1-001,9DB394E443A3419FA0020BC9D1A92806,-1,-1,An invalid password entered when trying to log into a user mailbox. Details -  [].
    00:36:29.331 |9832,PhoneSystem-1-001,9DB394E443A3419FA0020BC9D1A92806,MiuGeneral,25,Enter CAvMiuCall::TransferEx destAddr='715551231234' type=2=Release maxRings=4 mediaSwitch='00a499fa-a193-45b0-a153-564a64019eb8'
    00:36:33.484 |9832,PhoneSystem-1-001,9DB394E443A3419FA0020BC9D1A92806,MiuGeneral,25,Exit CAvMiuCall::TransferEx=0x00000000=S_OK
    00:44:53.444 |9743,PhoneSystem-1-001,FEB6975B82284F37A161CD66ECBA61C6,Arbiter,-1,Incoming Call [callerID='' callerName='' calledID='555123' redirectingID='555123' lastRedirectingID='555123' reason=4=FwdNoAnswer lastReason=8=FwdUncond] port=PhoneSystem-1-001 portsInUse=1 ansPortsFree=23 callGuid=FEB6975B82284F37A161CD66ECBA61C6
    00:45:20.019 |9743,PhoneSystem-1-001,FEB6975B82284F37A161CD66ECBA61C6,MiuGeneral,25,Enter CAvMiuCall::TransferEx destAddr='715551231234' type=2=Release maxRings=4 mediaSwitch='00a499fa-a193-45b0-a153-564a64019eb8'
    00:45:24.121 |9743,PhoneSystem-1-001,FEB6975B82284F37A161CD66ECBA61C6,MiuGeneral,25,Exit CAvMiuCall::TransferEx=0x00000000=S_OK
    Thanks

    Hello ebergquist,
    As advised we could try to run a report before an upgrade was performed to verify if it will pull the information, which in the event it does we would be matching the bug, therefore access the CUC CLI and type the following command:  file get install *
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    =======================================
    Product Name -    Cisco Unity Connection
    Product Version - 8.5.1.12900-7
    Kernel Image -    2.6.9-89.0.20.EL
    =======================================
    02/24/2013 13:35:02 | root: Boot 8.5.1.12900-7 Start
    02/24/2013 16:03:45 | root: Install 8.5.1.12900-7 Success
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    Date: Feb 19 08:01:15
    Machine Name: LAB1111
    Severity: Error
    App ID: CuReplicator
    Message: : 1151681: LAB1111.corpnet2.com: Feb 19 2013 08:01:11.662 UTC :  UC_UCEVNT-3-EvtReplicatorStalledReceiveReplication  %[ClusterID=][NodeID=LAB1111]: Detected stalled replication receiving from location LAB1111. Waiting for missing USN 2222. This situation may indicate network connectivity problems.
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    For the TransferEx that you state changed to ceros ->  TransferEx=0x00000000=S_OK , this is just a hexadecimal value that is returned stating that the transfer that took place during the call was successful, in this case the actual transfer was to the following destination -> TransferEx destAddr='715551231234', and was during a call to ->calledID='555123' , this does not have to do with the actual change of a transfer number performed by a user.
    Those traces won't be enough you will have to additionally set: ConvSub, level 3   and  CDE, level 16 so that you may see output in the traces as the example posted in the previous thread.
    Traces would be the path to follow in order to verify the user that changed the transfer rule, as this is as i understand the goal your pursuing.
    However if it is of any help, another way to get on hold of the numbers that were updated on the Transfer Rule is to use the User Data Dump tool, this information reflects changes regardless of whether it was done via TUI (Telephone User Interface) or GUI (Graphic User Interface). For more information on the tool go to:
    http://ciscounitytools.com/Applications/CxN/UserDataDump/Help/UserDataDump.htm
    Traces are extensive to be reviewed if done manually, however you can do a text search with a tool as Notepad ++ to look for keywords as "NewTransferNumber =" or "CDE,16,Transfer allowed", once you find this you check the call GUIDwhich is the reference number of the call and that exists during the entire length of the call, whether it is while a person is leaving a voicemail or the user is accessing his/her's inbox.  This would speed up your search.
    So as explained in the first thread you would then do another text search returning all possible matches with that callGUID.
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    Line 13712: 18:58:05.156 |24720,CCIE-1-001,0C9C97BDF5F444F0B535D231C32DDCB4,Arbiter,-1,Incoming Call [callerID='2199' callerName='' calledID='6789' redirectingID='' lastRedirectingID='' reason=1=DirectlastReason=1024=Unknown] port=CCIE-1-001 portsInUse=1 ansPortsFree=1callGuid=0C9C97BDF5F444F0B535D231C32DDCB4
    In this example you see my test user callerID='2199'  calling the Pilot number 6789 which is the voicemail button
    calledID='6789, and the what type of call is it whether Forward or Direct, when logging to voicemail you are going to see Direct which is going to match the Direct Routing Rules and send the call to the attempt sign in conversation.
    The other approach is a rule out method between the Audit traces and the User Data Dump tool.
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    Nevertheless, remember that a user may have for example an Alternate Extension so the change might not necessarily be done from the office phone: "Alternate extensions can make calling Cisco Unity Connection from an alternate device—such as a mobile phone, a home phone, or a phone at another work site—more convenient. When you specify the phone number for an alternative extension, Connection handles all calls from that number in the same way that it handles calls from a primary extension (assuming that ANI or caller ID is passed along to Connection from the phone system). This means that Connection associates the alternate phone number with the user account, and when a call comes from that number, Connection prompts the user to enter a PIN and sign in."
    Best regards,
    David  Rojas
    Cisco TAC Support Engineer, Unity
    Email: [email protected]
    Phone: 1-407- 241-2965 ext 6406
    Mon, Wed, and Fri 12:00 pm to 9:00 pm ET, Tue and Thu 8:00 am to 5:00pm ET
    Cisco Worldwide Contact link is below for further reference.
    http://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html

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