04/07/2019 Database Communication Error- A Cisco DB Service Down - Cisco

Database Communication Error- A Cisco DB Service Down

Updated: August 8, 2018 Document ID: 213558

Contents

Introduction

Prerequisites

Requirements

Components Used

Background information

Procedure to Troubleshoot

Step 1. Sanity Check of the System.

Step 2. Restart the Service.

Step 3. Check hosts, rhosts and sqlhosts Files.

Step 4. Check the Files from Root.

Step 5. Check Informix.

Introduction
This document describes how to troubleshoot issues related to this error : " Database
Communication Error " while CUCM page is accessed.

Prerequisites

Requirements
Cisco recommends that you have knowledge of this topic:

Cisco Uni ed Communications Manager (CUCM) version 11.5

Components Used
The information in this document is based on CCM version 11.5
The information in this document was created from the devices in a speci c lab environment. All of
the devices used in this document started with a cleared (default) con guration. If your network is
live, ensure that you understand the potential impact of any command.

Background information
This document helps you to understand the scneario and TAC techniques to troubleshoot
when you get Database Communication error while the CUCM GUI page is accessed. This
message indicates that there is a problem with the A Cisco DB service, or it could be related to the
ODBC driver, but, this document deals with all what the user can check and a little of what TAC
checks when the A Cisco DB service does not work as expected.

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/213558-database-communic… 1/4
04/07/2019 Database Communication Error- A Cisco DB Service Down - Cisco

One of the biggest causes of this can be an unexpected shutdown of the system. Ungraceful
shutdown on Linux OS can result in corruption of les which get closed abruptly when the system
shuts down. When this happens, there is a series of les that needs to be closed gracefully. These
les might then be needed by the system to complete the boot up process later.
Other causes can be a change in the FQDN, A change from IP address to FQDN or vice-versa
without the proper procedure.
When the above issues arise, there are some action items that should be followed in a bid to save
the system. Saving the System is mentioned because more often than not, if any particular
service in Linux is not starting properly (stuck in starting or stopped state), then it might be a
problem in the daemon/process responsible to start that particular service. It can only be
corrected as the server is rebuild. 

Procedure to Troubleshoot

Step 1. Sanity Check of the System.

Make use of utils diagnose test and show status command outputs to see if there are any other
errors being thrown up so that further actions can be planned accordingly. For example, ensure
that the active partition is not 100% lled through show status. If this is not true, then it needs to
troubleshot before you resolve other problems.

admin:show status

Host Name : CUCM11

Date : Wed Jul 25, 2018 00:10:07
Time Zone : India Standard Time (Asia/Kolkata)
Locale : en_US.UTF-8
Product Ver : 11.0.1.22045-1
Unified OS Version : 6.0.0.0-2

Uptime:
00:10:09 up 48 days, 10:56, 1 user, load average: 0.17, 0.29, 0.27

CPU Idle: 97.74% System: 01.26% User: 01.00%

IOWAIT: 00.00% IRQ: 00.00% Soft: 00.00%

Memory Total: 3925432K

Free: 188156K
Used: 3737276K
Cached: 610140K
Shared: 203520K
Buffers: 27696K

Total Free Used

Disk/active 14154228K 1154116K 12854984K (92%)
Disk/inactive 14154228K 1195212K 12813888K (92%)
Disk/logging 49573612K 3454524K 43594160K (93%)

Step 2. Restart the Service.

utils service restart A Cisco DB - restart the service through CLI.
https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/213558-database-communic… 2/4
04/07/2019 Database Communication Error- A Cisco DB Service Down - Cisco

admin:utils service restart A Cisco DB

Do not press Ctrl+C while the service is restarting. If the service has not
Service Manager is running
A Cisco DB[STOPPING]
A Cisco DB[STARTING]
A Cisco DB[STARTED]
admin:

Step 3. Check hosts, rhosts and sqlhosts Files.

Although only hosts les can be matched through normal CLI of the server (remember, GUI is not
accessible for you to go to the reporting page), make use of show tech network hosts command
to match the entries in all servers of the cluster. If there is a mismatch in any server, you can restart
the Cluster Manager service once it tries correct them.

admin:show tech network hosts

-------------------- show platform network --------------------

/etc/hosts File:
#This file was generated by the /etc/hosts cluster manager.
#It is automatically updated as nodes are added, changed, removed from the

127.0.0.1 localhost
::1 localhost
10.106.112.122 cucmsub.emea.lab cucmsub
10.106.112.123 imnp10.emea.lab imnp10
10.106.112.126 CUCM-10.emea.lab CUCM-10
admin:

Step 4. Check the Files from Root.

This and the steps after it are only followed by TAC after getting root account access to your
system. controlcentre.sh script is used in order to restart the service once from the shell.
From the locations /home/informix/.rhosts and $INFORMIXDIR/etc/sqlhosts, then the les are
manually to match in all servers. After this, restart the Cluster Manager service to update the
details in any le that might be needed during bootup.

Step 5. Check Informix.

Informix is the process responsible for the A Cisco DB service and it should show as on-line when
the root user switches as informix and checks the status.

Note: All these steps, once checked, can help to bring the service back up if and only if the
issue was either because of a mismatch in the host/rhosts le or informix stuck temporarily.
As mentioned earlier, there can be many other reasons that could have caused these
mismatches. The document above highlights the steps that be checked one by one just to
narrow down where the problem might be.

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/213558-database-communic… 3/4
04/07/2019 Database Communication Error- A Cisco DB Service Down - Cisco

In most of the stuation we need to rebuild the nodes if we are not able to restart the service from
root of if the system les are corrupt.
Ref link to rebuild Publisher :https://www.cisco.com/c/en/us/support/docs/uni ed-
communications/uni ed-communications-manager-callmanager/116946-technote-product-
00.html
To rebuild Subscriber : Fresh Subscriber is installed with system con guration same as the old
Subscriber 

© 2019 Cisco and/or its a liates. All rights reserved.

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/213558-database-communic… 4/4