Reset enable password on Unity 520. Now no Voicemail or fax.

Posted on 2014-08-12
Last Modified: 2014-08-17

Yesterday I needed to reset a "lost" enable password on a Unity 500 system that had been managed by another provider. I followed the steps from this article:

After resetting the password, the phones came up and are working. Unfortunately, we now have no voicemail and no fax. My Cisco skills are very limited. Any guidance is appreciated.
Question by:Mandr1ch
    LVL 34

    Expert Comment

    by:Gary Patterson
    Why did you need the enable password - to make a change?  What change?

    I work for a Cisco Business Partner, and I've seen this happen more than once - someone tries to change a Cisco password, and succeeds in wiping out the startup configuration.  You may have overwritten your startup configuration if you didn't follow the instructions very carefully.  

    Take a look at the configuration and see if it is complete, or if it has reverted to a default configuration.  If it has reverted to a default config, then you're going to need to either reload it from a backup (maybe the provider has one), or reconfigure it from scratch.  Couldn't begin to tell you how to do that without knowing a lot more about the network.

    If you have a current backup of the configuration, then compare the backup to the current running config and startup config and see if that helps you isolate the problem.

    If you don't have a backup, and you don't have good Cisco skills, you're going to need some one-on-one help.

    The reset article omits a critical step, probably because it assumes that this procedure is only attempted by experienced Cisco techs who know to backup before changing anything.  I think it is a foolish omission, just takes one sentence:  


    If the config hasn't reverted to default, and you didn't change anything, then this could be anything.  Did you damage or loosen a cable while attaching to the console to do the reset?  Look at the indicator lights on the router connections and see if anything looks wrong.  

    Log into the router and do a "sh ip int br" to see the status of each interface.  Are all the configured interfaces "up/up"?  If not, copy and past that output into a text document, type over the first two octets of any outside addresses, and post the results here.

    is hard to diagnose at a distance, and your config and the best troubleshooting commands are loaded with stuff that you probably shouldn't disclose on a public forum like this.  If you are confident in your ability to remove all the confidential information from your configuration, then download a copy of your startup configuration, and remove or alter all the confidential information (passwords, crypto keys, ip addresses, etc), and post it.  

    I don't recommend that action though, and if you decide to do it, please know that it is fully at your own risk.  I suggest that you get permission from a senior manager or security administrator before posting your config.

    - Gary Patterson

    Check out my EE profile:

    Accepted Solution

    Figured it out. Did not run "no shut" on the integrated-services port. Our reason for needing the enable password was to work with Cisco TACs to troubleshoot our phones dropping throughout the day. The previous provider told up they had no record of any of the administrative passwords, though they set it up and had been out multiple times before.

    Author Closing Comment

    Fixed it myself.

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