UCM Collector unstable

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Article ID: 36072

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Updated On:

Products

CA Unified Communications Monitor (NetQoS / UCM)

Issue/Introduction

PROBLEM:

Unified Communications Monitor Collector keeps restarting. Lots of VoIPAgentCollector.dmp files located in /CA/VoIPMonitor/crashdumps/voipagentcollector/

 

CAUSE: 

UCM collects SIP data on Ports 5060 and 5061 by default. Port 5061 is used for SIP authenticated messages and encrypted messages. When When receiving SIP encrypted messages we are unable to reassemble the packets causing the collector to crash.

 

RESOLUTION:

Disable port 5061 on the collector.

  1. Stop all services on the collector
  2. Open vcAgentCurrentState.txt in the \CA\VoIPMonitor\bin\ directory Towards the bottom you will see SIP port=5060;5061
  3. Remove ";5061"

Now the line should read

SIP port=5060 

Save the file and reboot the server.

 

ADDITIONAL INFORMATION:

Common log entries describing the problem

VoIPAgent.log

04:35:54 Severity 3 - Crashing because Windows exception handler was invoked

 

SNMPTraps.log

SNMP TRAP: 09/17/2015 04:35 EST

 Source: x.x.x.x

 Destination: x.x.x.x

 Profile name: 'Send'

 Enterprise: 1.3.6.1.4.1.4498

 TrapType: netQoSVoIPMonitorCollectorAbendIncident

 [1.3.6.1.4.1.4498.3.24.1.1] netQoSVoIPMonitorCollectorIncidentNumber: '42173' 

 [1.3.6.1.4.1.4498.3.24.1.2] netQoSVoIPMonitorCollectorIncidentType: 'Collector' 

 [1.3.6.1.4.1.4498.3.24.1.3] netQoSVoIPMonitorCollectorIncidentCollectorName: 'collector1' 

 [1.3.6.1.4.1.4498.3.24.1.4] netQoSVoIPMonitorCollectorIncidentCollectorAddress: 'x.x.x.x' 

 [1.3.6.1.4.1.4498.3.24.1.5] netQoSVoIPMonitorCollectorIncidentMetric: 'CollectorAbnormalTermination' 

 [1.3.6.1.4.1.4498.3.24.1.6] netQoSVoIPMonitorCollectorIncidentMetricValue: 'C:\CA\VoIPMonitor\CrashDumps\VoIPAgentCollector\VoIPAgentCollector000.dmp' 

 [1.3.6.1.4.1.4498.3.24.1.7] netQoSVoIPMonitorCollectorIncidentTime: '09/17/2015 04:35 EST' 

 [1.3.6.1.4.1.4498.3.24.1.8] netQoSVoIPMonitorCollectorIncidentSeverity: 'Excessive' 

 [1.3.6.1.4.1.4498.3.24.1.9] netQoSVoIPMonitorCollectorIncidentURL: 'http://x.x.x.x/UCMonitor/default.aspx?pg=80311&mn=80023&IncidentID=42173&IncidentType=9&ID1=5&Type1=coll' 

 

VoIPAgentCollector000.dmp

Dump Summary

------------

Dump File:          VoIPAgentCollector000.dmp : \VoIPMonitor\VoIPMonitor\CrashDumps\VoIPAgentCollector\VoIPAgentCollector000.dmp

 

Last Write Time:               9/17/2015 04:35:45 AM

Process Name:  vcagent.exe : C:\CA\VoIPMonitor\bin\vcagent.exe

Process Architecture:     x86

Exception Code:               0xC0000005

Exception Information: The thread tried to read from or write to a virtual address for which it does not have the appropriate access.

Heap Information:           Not Present

System Information

 

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Environment

Release: UCMMCN99000-3.8-Unified Communications Monitor-Management Console-SW
Component: