This document describes one reason why the Cisco Customer Response
Solutions (CRS) server (3.x and earlier) fails to backup and provides a
solution in a Cisco IP Contact Center (IPCC) Express environment.
Note: For troubleshooting backup issues related to the Cisco Unified
Contact Center Express 7.x, refer to
Contact Center Express Back up Issue.
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and
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, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
Although any server in the Cisco CallManager cluster can be the backup
server, it is recommended that the Publisher database server be the backup
server. One backup server is required within a Cisco CallManager
A data source server (or backup target) contains the data to be backed
up for Cisco CallManager or Cisco Customer Response Solutions (CRS). A Cisco
CallManager cluster can contain zero, one or more data source servers. You
designate a server as a data source server (backup target). The backup log
file, stiBackup.log, is located in the following
folder: C:\Program Files\Common Files\Cisco\Logs.
Figure 1 demonstrates the topology. The
backup server is the CallManager and the backup target is a CRS
Figure 1—A Simple Setup - Backup Server (CallManager) and Backup
While you back up the CRS server, the STI Backup Service fails with
Login failed for user
Fatal Error - Error finding SQL
, as Figure 2
Figure 2—Fatal Error - Error Finding SQL
In order to support the backup, the STI Backup Service must be
installed on both the backup server and target. The installation automatically
creates the BackAdmin account. This account supports the
backup service on a Cisco CallManager. You must use the same password for this
account on both the backup server and target. Without this account and password
on both the backup server and target , the backup fails.
When this problem occurs, the CRS server (backup) does not have the STI
Backup Service installed. In order to resolve this issue, install the STI
Backup Service on the backup target (CRS) and assign the same password for the
BackAdmin account as the password used for the
BackAdmin account on the CallManager.
Manual backup fails at 98% with
Archive_CREATION_ERROR error message.
This error occurs because the CRS server was unable to access the
backup location and write the .tar file into the backup folder. Change the
storage location to the local server in order to resolve this issue.