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Updated:February 11, 2021
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This article describes how to fix an issue with Unified Contact Center Enterprise (UCCE) Diagnostic Framework Portico that does not list the processes or services.
Cisco recommends that you have knowledge of these topics:
Diagnostic Framework Portico
This document is not restricted to specific software and hardware versions.
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, ensure that you understand the potential impact of any command.
When you open Diagnostic Framework Portico you are not able to list the services or processes.
When you try to list the services you get:
No ICM service found.
When you try to list the processes nothing is listed.
From the system CLI, the show process command gives a warning:
Warning: org.apache.xerces.jaxp.SAXParserImpl$JAXPSAXParser: Property 'http://www.oracle.com/xml/jaxp/properties/entityExpansionLimit' is not recognized.
Warning: org.apache.xerces.parsers.SAXParser: Feature 'http://javax.xml.XMLConstants/feature/secure-processing' is not recognized.
Warning: org.apache.xerces.parsers.SAXParser: Property 'http://www.oracle.com/xml/jaxp/properties/entityExpansionLimit' is not recognized.
If you access the URL https://localhost:7890/icm-dp/rest/DiagnosticPortal/, it does not work:
This happens due to a Windows Management Instrumentation (WMI) failure.
From the Diagnostic Framework logs you can see an exception from WMI services when the service status is retrieved:
148048: LCDSA4104: Aug 17 2017 05:42:58.126 -04:00: %ListServices-INFO- Request received.
148049: LCDSA4104: Aug 17 2017 05:42:58.126 -04:00: %ListServices-INFO- Creating reply:
148050: LCDSA4104: Aug 17 2017 05:42:58.126 -04:00: %ListServices-DEBUG- Retrieving ICM Services Installed on the System
148051: LCDSA4104: Aug 17 2017 05:42:58.131 -04:00: %ListServices-ERROR- Exception while getting the service: Not found
148052: LCDSA4104: Aug 17 2017 05:42:58.136 -04:00: %ListServices-DEBUG- The Exception trace is : at System.Management.ManagementException.ThrowWithExtendedInfo(ManagementStatus errorCode)
at System.Management.ManagementScope.InitializeGuts(Object o)
at System.Management.ManagementObject.Initialize(Boolean getObject)
at Cisco.ICM.Serviceability.Diagnostics.DFSvcMgr.ListServices(String sInstance)