SOLVED: UC5xx Voicemail / CUE inaccessible

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UC5xx Voicemail

UC5xx Voicemail Problem:

UC500, UC520, UC540, UC560 Voicemail / CUE non functional and inaccessible. Service Module is trying to recover from reset/shutdown, error, failed.

After researching, this seems to be a more common problem than I had first thought. After a lot of reading, and a lot of experimentation, I’ve finally gotten UC5xx voicemail functional again. When it is not operating, the VM light will be off on the front of the UC5xx unit and when you dial voicemail, you will not reach anything. The order of these steps are very important.

UC5xx Voicemail Solution:

I started with:
UC520#service-module integrated-Service-Engine 0/0 status
and got variations of
Service Module is Cisco Integrated-Service-Engine0/0
Service Module supports session via TTY line 2
Service Module is trying to recover from reset/shutdown (could also be trying to recover from error or failed)
Service Module status is not available

I reloaded the UC many times and tried shutting down and/or resetting the service module with no luck.
UC520#service-module integrated-Service-Engine 0/0 shutdown
UC520#service-module integrated-Service-Engine 0/0 reset

After playing with it for hours and hours I finally have a comprehensive\all inclusive guide to fixing the module. It turns out Cisco recommends shutting down the Service module before pulling the power plug on the UC5xx unit. I, like many others, never did this. Thus, once plugged back in, my CUE Service Module didn’t restart. Here are the steps to remedy this issue:

#*#*# NOTE #*#*# If you see Service Module is Failed at any point in time, there is a good chance the module will be unrecoverable.

Check the Service module config

UC520#show int integrated-Service-Engine 0/0

Integrated-Service-Engine0/0 is up, line protocol is down *One or both of these will be down*
Hardware is PQII_PRO_UEC, address is 001b.8fab.dec1 (bia 001b.8fab.dec1)
Description: cue is initialized with default IMAP group$FW_INSIDE$v Interface is unnumbered. Using address of Loopback0 (
*Note* some UC’s will show “Using address of VLAN 90”

Rather than check VLAN’s, just grab their config (if you have changed it) and delete vlan.dat
UC520#delete flash:vlan.dat

Now, instead of adding VLANs normal way, use the VLAN Databse command.

UC520#vlan database
% Warning: It is recommended to configure VLAN from config mode, as VLAN database mode is being deprecated. Please consult user documentation for configuring VTP/VLAN in config mode.


VLAN database editing buffer manipulation commands:
abort Exit mode without applying the changes
apply Apply current changes and bump revision number
exit Apply changes, bump revision number, and exit mode
no Negate a command or set its defaults
reset Abandon current changes and reread current database
show Show database information
vlan Add, delete, or modify values associated with a single VLAN
vtp Perform VTP administrative functions.

UC520(vlan)#vlan 90

VLAN 90 modified:

UC520(vlan)#vlan 100

VLAN 100 modified:

UC520(vlan)#vlan 1

VLAN 1 modified:


ONLY add VLAN’s not their configs. If you have changed the factory config, reconfigure vlans normally.

UC520#conf t

Enter configuration commands, one per line. End with CNTL/Z.

UC520(config)#int vlan 90


Now reload the the UC560. After about 5-10 minutes. The CUE should come online. If it does not, check your network configs for communication errors.

If your voicemail still has issues (shuts off the module as soon as you try to access it from a phone) etc. etc, then restore the service module to factory defaults.

UC520#service-module integrated-Service-Engine 0/0 session


Trying, 2002 … Open


UC500 Base Config – Default 8.1.0


User Access Verification
se-30-1-1-2# offline

!!!WARNING!!!: If you are going offline to do a backup, it is recommended that you save the current running configuration using the ‘write’ command, prior to going to the offline state.

Putting the system offline will disable management interfaces.

Are you sure you want to go offline?[confirm]
se-30-1-1-2(offline)# restore ?
factory – Erase all configuration and data on the system. Set system to factory default state
id – ID number of the backup
se-30-1-1-2(offline)# restore factory default

!!!WARNING!!!: This operation will cause all configuration and data on the system to be erased. This operation is not reversible.

Do you wish to continue?[confirm]
Restoring the system. Please wait …..done
System will be restored to factory default when it reloads.

Press any key to reload:
System reloading ….
INIT: Sending processes the TER
Rebooting …

shutdown: sending all processes the TERM signal…

trace: INFO trace daemon output END

If your voicemail boot image has become corrupt, you can try to TFTP a new image to it. Just hit the Service module’s bootloader when it is loading. (Console into service module. Network into UC5xx. From Network session reload the Service module. Watch the boot in console session and hit “***” when given the option.

Cisco BootMon Version: 1.0.2
(Feb 27 2007 – 10:38:53) MPC83XX

Bootmon starts
Bootmon: cold reset.
System now booting.
Bootmon: reading primary bootloader image
Bootmon: calling bootloader

Cisco ServiceEngine Bootloader Version: 1.0.3
(Jul 6 2007 – 10:15:37) MPC83XX

Resetting devices ….Done.
mac address for internal ethernet 00:1b:8f:ab:de:de

Please enter ‘***’ to change boot configuration: ***
ServicesEngine Bootloader Version : 1.0.3

ServicesEngine boot-loader: help
? – alias for ‘help’
boot – boot from specified src
config – configure various params
help – print online help
ping – send ICMP ECHO_REQUEST to network host
reboot – Perform RESET of the CPU
show – show config, trace or version
verify – verify software versions
ServicesEngine boot-loader : config
IP Address [] :
Subnet Mask [] :
TFTP Server [] :
Gateway [] :
Default Helper-file [cue-installer.uc500.8.0.6] :
Ethernet Interface [internal] [internal] :
Default Boot [none|helper|disk] [disk] :
Default Bootloader [primary|secondary] [primary] >
Erasing Flash…
. done
Erased 1 sectors
Writing to Flash…
64 KBdone
ServicesEngine boot-loader

Configure the Default Boot and Default Bootloader accordingly.

I hope this solution for UC5xx Voicemail was helpful and alleviates the headache it gave me.

For assistance for your project, please see our Cisco Unified Communications and VoIP Phone pages for more ways we can help you!


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