T-server 8.0 Not Connecting to CTI manager

Hi guys,

Im trying to connect my T-server on a Cisco Call manager and the t-server services has not started instead getting the error ‘Service Unavailable’ in the SCI.

I am not sure why it has not connected as my switch is stable. I have attached the T-server logs too.

please advice.

@11:21:48.9940 [tout] JInterface initialized in Socket mode. pid=4232
@11:21:48.9940 [tout] (Created JInterface [013FCA88])
@11:21:48.9940 [tsgctm] Link [1,s0] Rx DOWN_PACKET
@11:21:48.9940 [tsgctm] Link [1,s0] stop
@11:21:48.9940 [tsgctm] LinkReg [1, act=1] clearAll
@11:21:48.9940 [tsgctm] Link [1,s0] Changing state to 0
(link_stop) link [1] ‘link-1-name’ stop
(tcp_stop) closed on [372]
@11:21:48.9940 [tsgctm] Link [1,s0] Changing state to 0
@11:21:48.9940 [tsgctm] Link [1,s0] Rx STOPPED_PACKET
@11:21:48.9940 [tsgctm] Link [1,s0] stop
@11:21:48.9940 [tsgctm] LinkReg [1, act=0] clearAll
@11:21:48.9940 [tsgctm] Link [1,s0] Changing state to 0
(link_stop) link [1] ‘link-1-name’ stop
(tcp_stop) nothing to close

From what I can see:

You have a command line parameter of “-sstart” - I’m not sure but that just looks wrong… it may be ignored on your Host.
Your log indicates that you are using Hot Standby but the options/parameters for your second TCPIP-Link does not appear to be configured or is inocrrectly configured (TServer: option link-2-name).
Your Genesys Local Control Agent (LCA) is not happy - if LCA is not happy, it will not return the correct STATE of any Application running on the Remote Server. You may need to check that it is working (UP) and reporting correctly on your Remote Server - try Stopping and Starting it on the Server, rather than through SCI.

If correcting these things doesn’t help, here are few things you could try - of course, you would need to ensure that the Solution is off-line, first…

Stop TServer on Host WMPHEW1ATP101.AMRS.WIN.ML.COM using SCI
Check Task Manager on Server WMPHEW1ATP101.AMRS.WIN.ML.COM - has the TServer stopped?
If TServer has not stopped, Open Task Manager and “kill” the PID.
Extract Log File for TServer (LOG1)
Extract Message Server Log File (MSG1)
Start TServer on Host WMPHEW1ATP101.AMRS.WIN.ML.COM from the Command Line on the Server itself, using the parameters in the TServer Application Options
Check Task Manager on Server WMPHEW1ATP101.AMRS.WIN.ML.COM - has TServer started?
Extract Log File for TServer (LOG2)
Extract Message Server Log File (MSG2)
Stop TServer on Host WMPHEW1ATP101.AMRS.WIN.ML.COM from the Command Line on the Server itself.
Check Task Manager on Server WMPHEW1ATP101.AMRS.WIN.ML.COM - has TServer stopped?
Extract Log File for TServer (LOG3)
Extract Message Server Log File (MSG3)

Check your TServer Logs for errors - look for errors in both the SCI Startup and the Local Server Startup…
Check your Message Server Logs for errors - look for errors in both the SCI Startup and the Local Server Startup…

Tony

You can see -sstart in several print-outs of the command line, sort of closure of the -service parameter.

What is surely wrong is the hostname value, it must be always set to ‘localhost’ as per Cisco TServer documentation.

Fra

Thanks.

I was able to start from command line, and the services status in the services.msc saying started. But the SCI still says Service Unavliable.

The tserver starts it connects to the link for about three seconds and then disconnects. This continues to repeat.

I dont have any issues for 7.6 version for same CCM.

I have attached SCS logs here.

Please advise.

Thanks.

Service unavailable means that from a TCP/IP perspective the connection is established, however, the JTAPI link is not active.

You need to read more carefully:

Fra

The JTAPI error message is:
@09:30:11.4170 [tout] Link [1,s4] (sysReqHeartbeat)
@09:30:11.4170 [))1] SetCCMKeepAlive 0 0

@09:30:11.4170 [((1] 1 68 S 9 ‘Catched CCMKeepAlive Exception java.lang.NullPointerException’

That suggests to me that the keep alive is failing and so the CUCM is detecting Out of Service.
Can you try setting enable-jtapi-keep-alive to false and see if that makes a difference?

It Worked. Thank you so much for this valuable information.

Thanks.

Even though setting enable-jtapi-keep-alive to false allowed you CTI Link connection to stay up, I suggest you try to find out why you’re getting a java.lang.NullPointerException exception when TServer sends keep alive messages to the CTI Link.

Having this option enabled is very helpful when troubleshooting TServer-CTI Link connections issues.

Thanks fnunezsa . I have opened up the ticket with Genesys for that.

Do you have any idea why tha error whe the option is set to true? the options is there in 7.6 and will be able to connect, but why its giving issue in 8.0.103 version.

Thanks.

Hi

Try with Tserver running host ip address…
ie instead of giving tserver host name give tserver host ip address to connect CTI …

I treid that too, it didnt work out. Is there any posibility that the 8.0.103 have some bug in the code?

Thanks.

You have the keep-alive timer set to 3600 seconds while CUCM is expecting 30 seconds. Try turning the keep-alive back on but either remove the timer setting completely or setting it to 30

Thanks.

As you said i have changed it to 30 sec and the service were stated staus till 30 sec and then it disconnects the status shows Services unavaliable.

Thanks.