unable to view CUCM and IMP servers in dashboard

[kashyap]

Hi Team,

I have updated the Prognosis(v. 11.9) patch to patch 7, after that call manager and IMP devices are not showning in

dashboard.

can anyone let me know what is the issue?

Thanks,

Kashyap.

[SCOTT_BALDWIN · Accepted solution]

Hi @kashyap ,

The most likely is the collector for the CUCM is no longer running. This can have several potential causes:

• The collector crashed 5 times in a row and is no longer running.
  This scenario should show errors in the wvlog.
• The PROGNOSIS configuration has a SET RUN statement setting the collection to "N".
  Check the PROGNOSIS configuration for the CUCM collector line.
• The Managing Node is not able to connect with the Monitoring Node.
  the Prognosis Status Display/Dashboard should show if the node is connected or not.

If the above does not help to resolve the issue, please open a Support case for specific support with this environment.

Thank you,
Scott Baldwin

[kashyap]

Thank you @SCOTT_BALDWIN  for the information,

I have one more doubt, the prognosis thick client application is not starting.

when I try to open the prognosis windows application it just pops up and automatically closes down.

This issue is not there before the patch update.

Do you have any idea why it is happening?

Thanks,

Kashyap.

[kashyap]

Hi @SCOTT_BALDWIN,

I have verified the logs and found that the CUCM collector crashes repeatedly due to corrupted/abnormal CDR files.

please find the below logs:

+++++++++++++++++++++++++

2022-04-24 23:17:04

2022-04-24 23:17:04 66. CUCM collector crashes repeatedly due to corrupted/abnormal CDR file.

2022-04-24 23:17:04 (SF-48602)

2022-04-24 23:17:04

2022-04-24 23:17:04 Symptoms:

2022-04-24 23:17:04 CUCM collector crashes repeatedly due to corrupted/abnormal CDR file. The CUCM

2022-04-24 23:17:04 collector stays down and loses data while down for the CUCM cluster. The

2022-04-24 23:17:04 number/size of CDR files stored increases without limit.

2022-04-24 23:17:04

2022-04-24 23:17:04 Causes:

2022-04-24 23:17:04 The corrupted CDR file had some NULL values which was not handled.

2022-04-24 23:17:04

2022-04-24 23:17:04 Resolution:

2022-04-24 23:17:04 Added handling of NULL values.

2022-04-24 23:17:04

+++++++++++++++++++++++++

Could you provide me with the next action plan?

Thanks,

Kashyap.

[SCOTT_BALDWIN · Accepted solution]

Hi @kashyap,

The CUCM's collector crashing due to something in the CDR files has 2 likely causes:

1. The directory used for CDR files in Prognosis has so many files the CUCM collector is overwhelmed trying to process all the files as soon as the collector is started.
   - The fix:
   a. Move all the files in the \Prognosis\Server\Configuration\SFTP\home\PrognosisCDR\CDRData\CucmName to a temp location. (check the configuration of the CUCM next to "cdrutility" to know the specific directory for the cluster.
   b. Start the CUCM collector.
   c. Add files back to the normal directory 1,000 to 5,000 at a time, waiting for the files to process (a few seconds to 2 minutes).
   d. Add groups of files (1,000 to 5,000) to the normal directory until they are all processed.
2. The CDR files could be corrupt or have a format the collector is failing to interpret.

The Prognosis Windows Client not being able to open after patching is unexpected and uncommon.

You can try to fix for the CDR files from step 1, but the Windows Client crashing on open is likely caused by something else.

Recommendation:

• If the Windows Client crashing issue persists, please open a Support Case.
• If the CDR file clearing from step 1 does not resolve the CUCM collector crashing issue, please open a separate case for collector crash issue.

Thank you,
Scott Baldwin

[kashyap]

Thank you @SCOTT_BALDWIN  for your time.