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Problem Using the Cisco CallManager Password Changer

Posted on 2009-07-07
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Last Modified: 2012-05-07
We recently changed our Domain Administrator password.  Now when users try to search the Corporate Directory on their Cisco IP Phones, they get the error message:

"XML Error [4]: Parse Error"

I'm sure this has to do with the password change, and I've found that I need to use the Cisco CallManager Password Changer (CCMPWDChanger) to update the Cisco Phone system with this new password.  When I run this tool, the first screen asks for the Administrator Password.  When I put in the new Domain Administrator Password, I get the message:

"The Administrator Password entered doesn't match with the password of currently configured Administrator."

If I put in the old Domain Administrator Password, I get the message:

"Invalid credentials"

All the other boxes on this first screen are not editable and the information in them is all correct.
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Question by:FSYR
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13 Comments
 
LVL 10

Expert Comment

by:voipman
ID: 24799990
You can go to application users and change the password for the CCMAdministrator account.
0
 
LVL 1

Author Comment

by:FSYR
ID: 24803046
Would I change that on my CallManager, or in Active Directory?  How will that help my problem?
0
 
LVL 10

Expert Comment

by:voipman
ID: 24803376
There is a link for a parse error.  Solution 2 seems to be your issue.

http://www.cisco.com/en/US/products/hw/phones/ps379/products_tech_note09186a0080965bf9.shtml
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LVL 1

Author Comment

by:FSYR
ID: 24803425
Yes, I've already found that document, unfortunately it doesn't tell me how to configure Active Directory in the same format as Cisco CallManager.  Do I just have to change the password on the CCM Administrator account in Active Directory and then use the CallManager Password Changer?
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Expert Comment

by:voipman
ID: 24803618
Yes if you change the AD password you should change CCM and Unity also.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_configuration_example09186a008073f593.shtml
0
 
LVL 1

Author Comment

by:FSYR
ID: 24803948
I've seen that document as well, and it says to change the CCM Administrator password with the Cisco Password Changer, which I can't do.  Will there be any issues if I manually change the CCM Administrator password in A.D.?
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LVL 10

Expert Comment

by:voipman
ID: 24804204
since you already are getting that error using the password changer tool you are getting it because the pasword do not match thats why its not letting you change it you shouldnt have an issue when you change it manually.  It is recommended that you reboot after do the changes. passwords sync up and the cache is cleared of old ones.
0
 
LVL 1

Author Comment

by:FSYR
ID: 24805395
I changed the CCM Administrator password to the match the new Domain Administrator password, rebooted the CallManager Cluster, and I'm still getting that error when I try to use the Cisco Password Changer and the Corporate Directory.
0
 
LVL 10

Expert Comment

by:voipman
ID: 24807201
Can you run the password change tool and take a screen shot of the error?  You changed the login account on the server and the admin account web page correct?
0
 
LVL 1

Author Comment

by:FSYR
ID: 24807329
Here's the error I get.  I've blacked out some areas but can assure you all the information is correct in those boxes.

When you say the login account on the server, are you referring to the local user account that I'm using to login to the CallManager server?
cisco-1.JPG
0
 
LVL 10

Expert Comment

by:voipman
ID: 24807735
Ok I just reread your post I am a little tired/confused my newborn kept me up all night so not thinking straight.  Lets go over this again.

You changed the domain admin password of the CCM server.  (You change it through AD)
Once you changed it your are getting the parse error on the corporate directory.
You reset the password to CCM administrator on the CCM app page.

Do you have a local adminstrator account set up on the box?
0
 
LVL 1

Author Comment

by:FSYR
ID: 24807824
We have our domain (I'll call it ABC.com).  Our CallManager/Unity servers are in a seperate Workgroup (I'll call XYZ).  I changed the ABC.com Domain Administrator password, and started getting the parse error on the Corporate Directory.

Next, I changed the CCM Administrator password.  This account is also located in our ABC.com domain.  Both of these passwords were changed through AD.

I do have a local Administrator account setup on the CallManager server.  This password has not been changed, and was always different from the other Administrator passwords that I have recently changed.

Sorry if I haven't been clear, I'm not a Cisco expert.
0
 
LVL 1

Accepted Solution

by:
FSYR earned 0 total points
ID: 24950912
Finally figured it out.  Had to reinstall the Cisco Customer Directory Configuration Plugin for Cisco CallManager following the directions used here http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/dir_plugin/plug411.html

After this the corporate directory is working properly again.
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