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Cisco Bug: CSCuq00519 - Sync Agent doesnt start after fresh install or upgrade to 10.0.1/10.5

Last Modified

May 20, 2020

Products (1)

  • Cisco Unified Communications Manager IM & Presence Service

Known Affected Releases

10.0(1) 10.5(1) 9.1(1)

Description (partial)

Symptom:
The Cisco Sync Agent Service fails to start with the logs indicating the following message: The Axl message could not be delivered.  No Axl server found at the given IP address.

The Cisco Sync Agent Service logs may also indicate the following message in certain instances of this issue: "Bad response: (401Unauthorized". However, please note that on all Cisco Unified Presence 8 and 9 versions this particular error message can also result if the Axl Username/Password entered on the CUP Admin UI > System > CUCM Publisher are not correct. Please ensure that on a given Cisco Unified Presence 8 and 9 version of the server that the configured Axl Username/Password matches the value entered on the corresponding CUCM server.

Conditions:
This issue can occur after a clean install of or an upgrade to any 10.0 version, 10.5.1 and 10.5.1 SU1. The issue is resolved in 10.5.1 SU2.

The issue is caused by special characters in the CUCM server's default UI administrator password. This issue may also be introduced on a healthy deployment if the CUCM server's default UI administrator password is modified to contain special characters.

The following characters have been tested and are known to cause an issue if present in the password: ¬ ¦ £ € % ~ ?

Related Community Discussions

Cisco Sync Agent will not start after DRS Restore
Hello All, I had to do a CUPS restore of my CUPS 10.5.1 with CUCM 10.5.1. Fresh install of CUPS and DRS backup went fine and all services look good except for the Cisco Sync Agent. I start it from serviceability and it says its starting but, after about 5 to 10 min. I come back and it still says its not started.   I read some posts about changing the application username password because there may be un-support characters in the password, in this newer version of CUPS I'm not clear where to change ...
Latest activity: Dec 03, 2014
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