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Unified Communications Diagnostics 8.6.3 - Deployment Guide

Installing and upgrading Unified Communications Diagnostics Technical Information for UC Diagnostics for Exchange Technical Information for Office 365 Technical Information for UC Diagnostics for BlackBerry Technical Information for UC Diagnostics for OCS Technical Information for UC Diagnostics for Lync/Skype for Business Troubleshooting

Installation Prerequisite Issues

The following questions and answers provide information about common prerequisite issues you might encounter.

What can I do if I am missing certain prerequisites?
Mandatory prerequisites must be installed before UC Diagnostics can be installed. Either exit from the installer and install the prerequisites, or deselect the component for which the prerequisite is required.
Optional prerequisites are only necessary for certain functionality to work. An error message is displayed whenever you encounter functionality that is disabled because a prerequisite is not installed.
Why does my prerequisite check for EMC fail even though I have EMC installed?
Ensure that you have Exchange Server 2007 SP 1 Rollup 1 or later installed. You can download the latest service pack from Microsoft.
Why do my prerequisites check fail for MAPI & CDO even though I have MAPI & CDO installed?
Microsoft periodically updates MAPI & CDO but does not change the version number. Ensure you download the latest version from Microsoft.
Why does the installer report that required prerequisites are not met for Web Reports when all required components are installed in my machine?
This can happen if you install the product by running the UCDiagnostic.msi file directly on Windows Server 2008, Windows Server 2012, Windows Server 2012 R2, Windows Server 2016, Windows Server 2019, Windows Server 2022, Windows 7, Windows 8 or Windows 8.1.
To resolve this issue, install UC Diagnostics using autorun.exe.
I don’t have all the prerequisites installed right now. Can I install UC Diagnostics now and install the prerequisites later?
You can choose to bypass the prerequisite check by running the installer with the IGNOREPREREQUISITES=1 command line argument.

SQL Database Issues

The following questions and answers provide information about database installation and other database issues.

I am using SQL Server Express, but I get an error message that UC Diagnostics cannot connect to the database. Why?
If you are using SQL Server Express, you must enter the database instance name along with the server name. For example DATABASE_SERVER_NAME\SQLEXPRESS.
I am using SQL Server Express which is installed on a remote machine, but I get an error message that UC Diagnostics cannot connect to the database. Why?
By default, remote connections are disabled for SQL Server Express. To enable a remote connection, use the SQL Server Configuration Manager to enable TCP/IP for the database instance.
How do I specify a port number for an SQL Server?
If you need to specify the port number for the SQL Server configuration, use the following syntax:
<Server Name>/<Server Instance>,<port number>
I want to move my database. What do I do?

Use the following instructions to move your database.

1
Stop the Diagnostic Services.
2
Move the database to the new location.
3
Now you must configure UC Diagnostics to use the new location.
a
From the Registry Editor, go to HKEY_LOCAL_MACHINE | SOFTWARE | Quest | Spotlight Management Framework | Diagnostic Services.
b
Double-click DatabaseConnectionString.
c
In the Edit String dialog box, enter the new location of your database in the Data Source field.
d
Click OK.
e
Locate and open the Web Reports.udl file.
The file is located where you have Web Reports installed. Once open, the Data Link Properties dialog box opens.
f
Select or enter the new location of your database, and click OK.
4
Restart the Diagnostic Services.

Other Installation Issues

The following questions and answers provide information about common installation issues.

How do I add or remove components after initial installation?
UC Diagnostics does not support repairing, adding, or removing components after the initial installation. You must uninstall and reinstall UC Diagnostics to perform these tasks.
When you reinstall, the installer asks if you want to keep your existing database, or to overwrite it. If you choose to keep your existing database, all of your Global Settings and Health Test configuration are retained. Console customizations, like Topology Layout, are also retained because they are cached by MMC in %USERPROFILE%\Application Data\Microsoft\MMC directory.
How can I launch the 32-bit version of Microsoft Management Console (MMC) on a 64-bit operating system?
On a 64-bit operating system, there are two versions of MMC, a 32-bit and a 64-bit. The 32-bit version can run 32-bit snap-ins only and the 64-bit version can run 64-bit snap-ins only.
UC Diagnostics ships with a 32-bit snap-in of MMC (UC Diagnostics Management Console). On a 64-bit operating system, when you launch MMC, it launches the 64-bit version, so the snap-in does not appear in the Add/Remove Snap-in dialog box. To launch the UC Diagnostics Management Console MMC snap-in on a 64-bit operating system, run MMC.exe /32.
Why does the installer restart after I have upgraded from a previous version of UC Diagnostics on Windows 2008 computers?
After you upgrade from a previous version of UC Diagnostics on Windows 2008, the installer reboots. Once the reboot is complete, the installer may restart when you first try to access the UC Diagnostics Management Console. This is caused by a known issue in Windows installer when performing a major upgrade involving installing assemblies in side-by-side folders (\Windows\WinSxS).
As a result, the Visual C++ Runtime Libraries version 9 are removed from the computer during reboot. The installer that is launched when you first access UC Diagnostics puts the missing files back in place. For more information, see http://support.microsoft.com/kb/905238.
After upgrading in a mixed Lync/Skype and OCS environment, why are the Lync/Skype servers appear greyed in the OCS view?
Lync/Skype and OCS environments are viewed separately. All the Lync/Skype servers that appear greyed in the OCS view will appear when you connect to a Lync/Skype environment. When you have verified this, delete the Lync/Skype objects from the OCS environment.

Management Console Issues

The following questions and answers provide information about common management console issues.

Why do I get an error when I try to connect to a Diagnostic Test Engine that is installed on a separate computer?
The Console and the Diagnostic Test Engine communicate over port 9615. You may need to open this port in your firewall.
Why do my health tests or my Diagnostic Services stop running when I change my password?
If you change the password for the account assigned to the Diagnostic Services, you must update the password for the Spotlight Diagnostic Test Engine and Spotlight Distributed Collector services in the Windows Service Control Manager.
If you change the password for the alternate credentials assigned to a test, you must update the password in the Alternate Credentials page under the Global Settings node.
What do I do if my OCS Edge servers are load balanced?
If the OCS Edge servers are behind a load balancer, automatic discovery cannot occur because the individual Edge servers are not registered with OCS.
To register your Edge servers
1
Find the location of the Diagnostic Services host computer.
2
Go to Start | Programs | Quest | UC Diagnostics | Tools | OCS Edge Server Configuration.
3
If applicable, enter a fully qualified domain name (FQDN) for the internal load balancer that is registered as an edge server in OCS.
For example, enter InternalAccessEdge.mycompany.corp.
4
Enter the appropriate FQDN for the external load balancer.
5
Enter the FQDN for the Edge server behind the load balancers.
6
Click Add Server.
7
If necessary, repeat the previous steps to add more Edge servers.
8
When completed, click Add/Update Group.
9
If necessary, repeat steps 1 through 8 to add more Edge server groups,
10
Click Save, then Close.
Why are connector links between OCS environments shown in the topology view not visible?
Ensure the service account has access to WMI.
Why are OCS Federated Partners not showing?
You may not have access to Access Edge Servers. Ensure the service account can log into Access Edge Servers.
Why are the OCS servers that communicate with the standard edition front-end servers not visible?
By default, the back-end database does not allow remote connections. You must enable external access.
Why are the OCS Archiving or Quality of Experience (QoE) properties not showing?
If the OCS Archiving or QoE database is collocated on a server, it may not allow remote connections. Ensure external access is enabled.
When I right-click an OCS environment and select Properties, I get an error that says I do not have rights to connect to the target computer or that the target computer is unavailable. Why?
Properties for the servers are collected directly from the Management Console host. The user account used to run the Management Console must have the appropriate rights to collect data from the target computer. The target computer must also be reachable from the Management Console host.
To immediately update the extended properties for Lync/Skype
1
Right-click the Lync/Skype environment.
2
Click Force Discovery Now from the menu.
To update the extended properties for Lync/Skype through the discovery schedule
1
Right-click the Lync/Skype environment.
2
Click Properties from the menu.
The discovery schedule is shown under the Discovery Settings.
3
Modify the schedule if required.
Why can I not connect to a BlackBerry database that is installed on a named SQL instance?
If you are using a BlackBerry database that is installed on a named SQL instance, you must specify the instance name, such as MyServer/MySQLInstance, in the BlackBerry Configuration Database Server field.
If the SQL instance hosting the BlackBerry database is configured to use a non-default port, you would specify the port number in the Configuration Database Server field separated by comma, such as: MyServer/MySqlInstance,1345 where 1345 is the port number.
You do not have to specify a port number if your alias is configured for the SQL named instance hosting BlackBerry database on the SQL server, or the SQL Server Browser service is installed and running on a SQL server.
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