UCCX 11.5 Hostname must be in lower case and the character limit is 24 characters

Yesterday I got bitten by this one… It really has been my first encounter with this issue. In all honesty I did not know this was a thing until yesterday. So I hope that you can use this to your advantage and on the planning of a successful UCCX Deployment.

The Issue

Replication was not working properly after adding the secondary node. As stated in the Administration Guide “Hostname must be in lower case and the character limit is 24 characters.”

The issue was noticed when my client was trying to run reports from CUIC, they were getting an error like this “Report execution failed. Retry running the report and if the condition persists, contact the administrator”

The Solution

The solution was not too nice and risky if you ask me, but we needed to fix the issue and remediate quickly. We needed to change the Name of the Servers from UPPER-CASE to lower-case

In the process we needed to make sure we knew the following:
– A hostname change (Even for the same name but different case) requires a License re-host.
– Even though DNS is not case sensitive, you need to make sure the record is entered as lower-case
– Perform a Full DRS Backup

A more detailed list for changing the Hostname of UCCX is here

When the solution bring other issues

After changing the name the issue persisted but this time was different, the reason was because the DataStore of the CUIC service/server was not connected. The workaround was to change the Passwords of the Historical Report user under UCCX. The defect is documented here CSCvb72142

Here is a screenshot with where to change it

Here is a screenshot of which user to change

The Results

Well replication came back up after 30 minutes of reseting the Replication process from the Publisher. And all the DataStores showed as connected and healthy again. Users may need to re-accept the certificates (Using Self Signed Certs)

What to look forward to?

This client was/is running the first release of UCCX 11.5 – so upgrading to the latest SU is needed to patch/fix vulnerabilities and further issues that have been or will be found on this release.

About the Author:

Andres Sarmiento, CCIE # 53520 (Collaboration)
With more than 13 years of experience, Andres is specialized in the Unified Communications and Collaboration technologies. Consulted for several companies in South Florida, also Financial Institutions on behalf of Cisco Systems. Andres has been involved in high-profile implementations including Cisco technologies; such as Data Center, UC & Collaboration, Contact Center Express, Routing & Switching, Security and Hosted IPT Service provider infrastructures.

You can follow Andres using Twitter, LinkedIn or Facebook

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