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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
CRS Engine Problems
Prompt Exception in CRS Engine log file
Symptom A prompt exception appears in the Cisco CRS Engine log file.
Error Message The exception contains the words open port failed.
Possible Cause This error is generally caused when the Cisco CRS Engine is incorrectly shut down; for
example, from the Windows Task Manager while there are RTP ports in use.
Recommended Action If this prompt exception appears, reboot your Cisco CRS Server. To prevent this
problem, stop the Cisco CRS Engine. Choose System > Engine from the CRS Administration menu bar
and then click Stop Engine. Alternatively you can use the Windows services console to stop the Cisco
CRS Engine.
CRS Engine does not start
Symptom The Cisco CRS Engine does not start and the trace file contains the following message:
Error Message Port already in use.
Possible Cause If another process is using the Cisco CRS Engine default port 1099, the CRS Engine will
not start.
From the CRS Administration web page, complete the following steps:
Step 1 ChooseSystem > System Parameters.
Step 2 Enter a different port in the RMI Port Number field.
Step 3 Stop and then restart the CRS Engine.
Application subsystem in partial service and application running for an unexpectedly long time
Symptom The Application subsystem is in partial service and the Application Tasks real-time report
shows an application running for an unexpectedly long time.
Error Message None.
Possible Cause If an application does not receive a disconnect signal after a call, and the application does
not have an error handling mechanism to detect that the call has ended, the Application subsystem
might go into partial service. In addition, Application Tasks real-time report might show an
application running for an unexpectedly long time.
Recommended Action Make sure that the application script includes error handling that prevents infinite
retries if a call is no longer present.