Contents

Introduction

Prerequisites

Requirements

Components Used

Problem

Solution

Introduction

This article describes how to fix an issue with Unified Contact Center Enterprise (UCCE) Diagnostic Framework Portico that does not list the processes or services.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- UCCE

- Diagnostic Framework Portico

Components Used

This document is not restricted to specific software and hardware versions.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Problem

When you open Diagnostic Framework Portico you are not able to list the services or processes.

When you try to list the services you get:

ListServicesReply (Error)

No ICM service found.

When you try to list the processes nothing is listed.

From the system CLI, the show process command gives a warning:

admin:show processes

Warning: org.apache.xerces.jaxp.SAXParserImpl$JAXPSAXParser:

Property 'http://www.oracle.com/xml/jaxp/properties/entityExpansionLimit' is not recognized.

Warning: org.apache.xerces.parsers.SAXParser:

Feature 'http://javax.xml.XMLConstants/feature/secure-processing' is not recognized.

Warning: org.apache.xerces.parsers.SAXParser:

Property 'http://www.oracle.com/xml/jaxp/properties/entityExpansionLimit' is not recognized.

If you access the URL https://localhost:7890/icm-dp/rest/DiagnosticPortal/, it does not work:

<?xml version="1.0" encoding="utf-8" ?>

- <dp:ListProcessesReply ReturnCode="0"

xmlns:dp=" http://www.cisco.com/vtg/diagnosticportal"<http://www.cisco.com/vtg/diagnosticportal%22>>;

<dp:Schema Version="1.0" />

</dp:ListProcessesReply>

Solution

This happens due to a Windows Management Instrumentation (WMI) failure.

From the Diagnostic Framework logs you can see an exception from WMI services when the service status is retrieved:

148048: LCDSA4104: Aug 17 2017 05:42:58.126 -04:00: %ListServices-INFO-[3132736] Request received.

148049: LCDSA4104: Aug 17 2017 05:42:58.126 -04:00: %ListServices-INFO-[3132736] Creating reply:

148050: LCDSA4104: Aug 17 2017 05:42:58.126 -04:00: %ListServices-DEBUG-[3132736] Retrieving ICM Services Installed on the System

148051: LCDSA4104: Aug 17 2017 05:42:58.131 -04:00: %ListServices-ERROR-[3132736] Exception while getting the service: Not found

148052: LCDSA4104: Aug 17 2017 05:42:58.136 -04:00: %ListServices-DEBUG-[3132736] The Exception trace is :

at System.Management.ManagementException.ThrowWithExtendedInfo(ManagementStatus errorCode)

at System.Management.ManagementScope.InitializeGuts(Object o)

at System.Management.ManagementScope.Initialize()

at System.Management.ManagementObject.Initialize(Boolean getObject)

at System.Management.ManagementObject.Get()

at Cisco.ICM.Serviceability.Diagnostics.DFSvcMgr.ListServices(String sInstance)

In order to fix the issue, recreate the WMI repositories. See Rebuilding the WMI Repository.