Alcatel-Lucent OpenTouch Troubleshooting Manual Download Page 2

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4.2.6

management_cmd updatekey ask for key replacement .................................. 21

4.2.7

8770 VM not install ........................................................................................ 21

4.2.8

Password expiration in 8770 VM .................................................................... 21

4.2.9

VM management no SSH access from Host .................................................... 21

4.2.10

Rebuild system failed save_restore: Error: [1] - key "svSuffix" ...................... 23

4.3

VM Converter DCS ............................................................................... 23

4.3.1

VM Converter installation failed on inactive partition ..................................... 23

4.3.2

VM Converter installation failed ..................................................................... 24

4.3.3

VM Converter on external server does not work ............................................. 24

4.3.4

DCS on external server : the “Play” button is never enabled .......................... 24

DNS DHCP TIME OS LANGUAGE .............................................. 24

5.1

Change the DNS local to external DNS ................................................. 24

5.1.1

FQDN Precaution ............................................................................................ 24

5.1.2

How to change DNS server on Open Touch ................................................... 24

5.1.3

Local DNS configuration ................................................................................. 24

5.1.4

Linux DEBIAN used as DHCP server................................................................ 25

5.1.5

Date and time synchronization on OTBE ......................................................... 25

5.1.6

OS language for Open Touch ......................................................................... 25

BACKUP/RESTORE

.................................................................. 26

6.1

Restoring the empty database .............................................................. 26

6.2

Trace saveData restoreData .................................................................. 26

6.3

No way to restore Open Touch data “Save/restore is running !!!” ......... 26

6.4

No way to restore Open Touch data : otbr.sh failed ............................. 26

6.5

No way to restore Open Touch data : otbr.sh failed for zip archive ....... 26

6.6

Error when restore the data windows ................................................... 27

6.7

How to access to the inactive partition .................................................. 28

REMOTE ACCESS ..................................................................... 29

7.1

Remote access to management VM ....................................................... 29

7.1.1

How to check another user is having a remote Desktop session on the 8770

server 29

LOG FILE .................................................................................. 31

8.1

How to enable and get log files of servers ............................................ 31

8.1.1

DLA (Dynamic Logs Activation) ....................................................................... 31

8.1.2

To enable the log files .................................................................................... 33

8.1.3

To get the log files .......................................................................................... 33

Summary of Contents for OpenTouch

Page 1: ...Trouble shooting guides 17 3 2 Get the version 17 4 DEPLOYMENT AND REPAIR 17 4 1 Server deployment 17 4 1 1 How to access to Raid config with DL380G7 17 4 1 2 How to check the firmware of the DL380G7...

Page 2: ...4 5 1 3 Local DNS configuration 24 5 1 4 Linux DEBIAN used as DHCP server 25 5 1 5 Date and time synchronization on OTBE 25 5 1 6 OS language for Open Touch 25 6 BACKUP RESTORE 26 6 1 Restoring the em...

Page 3: ...39 10 6 OTMS 39 10 7 OTBE 40 10 8 OTMS V 41 10 8 1 OTMS V using embedded Flexlm license server 41 10 8 2 OTMS V using external Flexlm license server virtual image Flexera 41 10 9 OTBE V 41 10 10 Uses...

Page 4: ...SNMP principles 61 12 6 1 3 Interchange between OT and 8770 62 12 7 Use cases 66 12 7 1 8770 Setup from DVD request Please insert the disk 1 66 12 7 2 8770 Ice account password lost 66 12 7 3 8770 No...

Page 5: ...site displayed 70 12 7 31 When creating an OpenTouch user via the UUM the Oxe Profile Name list box is empty 71 12 7 32 8770 Oxe user creation by mgr not reported 73 12 7 33 No way to create a new us...

Page 6: ...o way to install MTW client 90 13 6 2 How to install MTW client 90 13 6 3 How to custom MTW option 91 13 6 4 No way to login with webclient 91 13 6 5 No access to ACS admin after upgrade 91 13 6 6 How...

Page 7: ...02 14 3 2 MyIC general logs 102 14 3 3 SIP UA dll logs 102 14 3 4 To setup log for ewchost 103 14 3 5 To setup log for ewchost application sharing 103 14 3 6 To setup logs for MTW 103 14 3 7 MyTeamwor...

Page 8: ...ck cab 113 14 6 25 How to avoid the automatic upgrade of MyIC Desktop 113 14 6 26 Logon MyIC 113 14 6 27 QWave service must be running 114 14 6 28 MyIC Desktop SIP the audio volume is reset after each...

Page 9: ...3 10 How to move VMLS to UM 124 16 3 11 VMLS no way to make a callback 124 16 3 12 VMLS no way to make a callback thru TUI 125 16 3 13 No more MWI Voice mail access on 8082 125 16 3 14 VMLS local cal...

Page 10: ...7 19 1 3 How to install an Intermediate Certificate authority ies into the opentouch148 19 1 4 No way to connect LDAP server 148 19 1 5 Self signed certificate VHE curl 60 148 19 1 6 VHE reboots at st...

Page 11: ...g 163 21 4 1 To setup logs 163 21 5 Use cases 164 21 5 1 ICM user call OXE user no way to retrieve call 164 21 5 2 Error message Trunk Group ID No free Hybrid Bus Access 164 21 5 3 Error message No fi...

Page 12: ...c xml after signing 172 22 3 13 MyIC Phone does not get the DN FQDN xml after signing 172 22 3 14 MyIC Phone does not start certificate expired 172 22 3 15 Certificate selfsigned expired no way to use...

Page 13: ...th no audio 176 22 3 45 No more user picture when calling a remote 8082 set 177 22 3 46 MyIC Phone register to Oxe for survivability get SIP 503 177 22 3 47 Local call to MyIC Phone in survy mode does...

Page 14: ...14 182...

Page 15: ...Edition 01 Creation of the document Edition 02 Add UDAS Edition 03 Add Call back Edition 04 Add Setup logs for MTW Edition 05 Add maintenance tools Edition 06 OXE licensing part added news use cases...

Page 16: ...ces collecting guide TC1698 OpenTouch Conversation on iPad TC1704 OT SW Version upgrade on inactive partition and maintenance TC1707 Upgrade R1 0 1 to R1 1 000 080 TC1709 SIP Survivability for OpenTou...

Page 17: ...4 1 2 0 28 1 TC1701 Technical Release Notes R1 1 000 080 TC1703 Technical Release Notes R250 1 010 x 3 1 5 Associated Trouble shooting guides TG0025 ACS trouble shooting guide MyTeamWork TG0042 Sessi...

Page 18: ...e version of the switch or use an up to date one 4 1 5 Deployment failed on inactive partition The OTBE installation using ALED and BiCS conf is not authorized for security reasons and the data xml fi...

Page 19: ...start To stop the virtual machine OXE oxe_cmd stop Management management_cmd stop To force stop the virtual machine OXE oxe_cmd forcestop Management management_cmd forcestop 4 2 2 No way to access VM...

Page 20: ...ee in the installation manual VMmanagement postinstallation Caution you have to wait that windows stops automatically the postfactory vbs could be very long until a hour do not forget to replace the n...

Page 21: ...Letacla1 as password ATTENTION the keyboard is in English qwerty so take care of a and 1 characters The post installation will run normally and at the first login as usually you must change the passwo...

Page 22: ...ome USERNAME ssh set environment REM copy RSA public key copy Y A authorized_keys install_dir home USERNAME ssh REM open port 22 netsh advfirewall firewall show rule Open port 22 if errorlevel gtr 0 n...

Page 23: ...onsole Microsoft to manage windows services Check the environment variable NMC_HOME C 8770 4 2 9 6 Reinstalation of 8770 ssh Uninstall the version of the copssh Under HKEY_LOCAL_MACHINE SOFTWARE Micro...

Page 24: ...ange the DNS settings in host and WIN virtual machine Connect to the WIN virtual machine and change the DNS server Connect to the server and change the etc resolv conf file 5 1 1 FQDN Precaution Chara...

Page 25: ...ame servers 172 25 179 100 option domain name qa npi com option routers 172 25 179 101 option broadcast address 172 25 179 255 option subnet mask 255 255 255 0 default lease time 43200 12 hours max le...

Page 26: ...ore this archive bru_start restore usr alc hostname date zip 6 2 Trace saveData restoreData To trace the saveData or restoreData command use sh x saveData applioxe t That will set the command in trace...

Page 27: ...dir C Program Files x86 ICW cd install_dir etc IF EXIST group pre400 rename group pre400 group IF EXIST passwd pre400 rename passwd pre400 passwd IF EXIST sshd_config pre400 rename sshd_config pre400...

Page 28: ...data slides dev mapper vg_root_01 lv_ofs 2031440 68668 1857916 4 var data ofs dev cciss c0d0p1 497829 44920 427207 10 boot tmpfs 8205100 4 8205096 1 dev shm The global active partition here is vg_roo...

Page 29: ...Remote Desktop Services Remote Desktop Services Manager You can check who is having a windows session Local is Console Remote Desktop is RDP TCP an ID You can also force a log off a remote desktop use...

Page 30: ...0064 30 182 Ed 15 June 2013 This can be useful if admin connect long time ago and forget to log off Each windows session consume local resource on the windows server Reminder Closing remote Desktop Wi...

Page 31: ...ation FATAL 2 Call Back Requests FATAL 3 Communication Log FATAL 4 Instant Messaging Presence FATAL 5 Manager Assistant FATAL 6 Messaging PPR FATAL 7 Misc FATAL 8 MyLocation Routing FATAL 9 Notificati...

Page 32: ...com alcatel eccnoe common component eccnoe Log level set to debug for logger com alcatel ecc cbn presence component eccnoe Log level set to debug for logger noe component eccnoe Log level set to debug...

Page 33: ...el Lucent oamp loglevel loglevel sh reset component cms To return the list of components R1 0x opt Alcatel Lucent loglevel loglevel sh list R1 1 opt Alcatel Lucent oamp loglevel loglevel sh list 8 1 3...

Page 34: ...g files From the 8770 enable the SSH connection and password Log on the set in SSH mode under admin account and then To initialize the level of the log files level all init To initialize the redirect...

Page 35: ...the available space per partition Use the appropriate partition to store the capture files when defining the name and path of the capture file 9 2 Do not update packet list in real time In order not...

Page 36: ...ting the capture in several size limited files Once all the files are full the capture is next saved in the first files making a ring buffer which size is limited In the capture option window in the c...

Page 37: ...ize Win32 only c capture packet count C configuration profile d layer type selector decode as protocol D e field E field print option f capture filter F file format h i capture interface l L n N name...

Page 38: ...00c29daea35 old_generator ice var data licenses alcot uc lic tsse041 license server UP MASTER v11 9 Vendor daemon status on tsse041 ALCFIRM UP v11 5 Feature usage info Users of tserver_sdn Total of 99...

Page 39: ...0 4 Install a new license as root 1 service flexlmd stop 2 load new licences 3 Check that the lmgrd ALCFIRM and genesys d process are stopped 4 service flexlmd start 10 5 Keywords in log files 10 5 1...

Page 40: ...tains this dongle ID the Flexlm port 27000 and the OXE CPU ID SERVER hostFQDN FLEXID 9 4c0ef9ed 27000 VENDOR ALCFIRM DAEMON genesys d path_here FEATURE K00002211 ALCFIRM 1 0 permanent 1 SIGN 0076 6110...

Page 41: ...Ltd and or Macrovision Corporation All Rights reserved The FLEXnet host ID of this machine is FLEXID 9 4c0ef9ed If the command doesn t not return a dongle ID check the service service aksusbd status...

Page 42: ...hine is FLEXID 9 75648de5 If the command doesn t work check the service service aksusbd status 10 10 4 Can t read dongle no dongle root tsse090 more logs flexlm _lmlog log truncated 15 55 25 ALCFIRM W...

Page 43: ...e used and the license assigned to the profile remove the license set 10 10 8 ACS message invalid license Please contact system administrator Symptom ACS message invalid license Please contact system...

Page 44: ...41 fr alcatel lucent com ICE_RELEASE OpenTouch release eg 3 for OT R1 2 ALCFIRM ICE_RELEASE ICE ICE_BUSINESS_COM MUNICATION Access to OpenTouch communication services for users ALCFIRM OUT ICE_BUSINES...

Page 45: ...AMP_ALARMS OAMP_SECURITY ALCFIRM OAMP_SECURITY ACS_AUDIO_PORTS ALCFIRM OUT ACS_AUDIO_PORTS root tsse041 fr alcatel lucent com 50 licenses ACS_G729_AUDIO_P ORTS ALCFIRM OUT ACS_G729_AUDIO_PORTS root ts...

Page 46: ...3 OS Name Windows Server 2003 OS Name Windows Seven to be added OS Name Windows XP MinVersion SP1 Computer 11 3 sosreport To capture the RedHat relevant information OS configuration IP address hard di...

Page 47: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 47 182 TG0064 cms_pwd R1 0 5432 R1 1 5433...

Page 48: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 48 182 Ed 15 June 2013 Launch again the tool pgAdmin File exit...

Page 49: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 49 182 TG0064...

Page 50: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 50 182 Ed 15 June 2013 12 8770 12 1 8770 Software overview...

Page 51: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 51 182 TG0064...

Page 52: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 52 182 Ed 15 June 2013 12 2 Access to OpenTouch 12 2 1 8770 access to OpenTouch configuration...

Page 53: ...atel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 53 182 TG0064 12 2 2 8770 access to Oxe configuration Refer to TC0734xx Ed03 pdf to manage a cmise secured connection betweem 8770 and...

Page 54: ...182 Ed 15 June 2013 12 2 3 8770 for package deployment 12 3 Logs setting 12 3 1 To collect logs Windows Start menu OmniVista 8770 Tools 8770 Diagnostic R1 1 Verify the user group right on CMS_HOME in...

Page 55: ...log Alarms from OpenTouch NMCGCS_Admin_1 log OXE configuration NMCGCS_Config_1 log OXE configuration NMCICEConfiguration log OpenTouch configuration and synchronization NMCLdapPlugins_1 log Info abou...

Page 56: ...mail sending or script execution on some alarms For email sending trouble shooting refer to TCV020 On OTBE you have ot check the mail redirection It may happens all SMTP port 25 from any source I redi...

Page 57: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 57 182 TG0064 service iptables save Mail server address...

Page 58: ...roubleshooting guide TG0064 58 182 Ed 15 June 2013 Enter a name for the filter and click on botton Add Enter the e mail address of the destination of the alarm filter Enter the e mail address of the d...

Page 59: ...Trigger 3 22 2011 3 47 05 PM 4976 FaultManager_AlarmTrigger nmcalarmfilter deleted 3 22 2011 3 47 05 PM 4976 FaultManager_AlarmTrigger DN cn test alarm filter cn alarms cn globalpreferences cn nmcconf...

Page 60: ...ager_AlarmTrigger user1 training com 3 22 2011 3 47 06 PM 4976 FaultManager_AlarmTrigger Initialize the receiver 3 22 2011 3 47 06 PM 4976 FaultManager_AlarmTrigger Create proxy 3 22 2011 3 47 06 PM 4...

Page 61: ...011 3 17 06 PM 7936 FaultManager_AlarmTrigger NmcMail sendMAILFROM 3 23 2011 3 17 06 PM 7936 FaultManager_AlarmTrigger NmcMail sendMAILFROM 3 23 2011 3 17 06 PM 7936 FaultManager_AlarmTrigger NmcMail...

Page 62: ...a604f3b3996c67b5a7364e764 1 3 6 1 6 3 10 1 2 4 0x66924fa5ec15f34a604f3b3996c67b5a 0x00 setserialno 1440142545 In etc snmp snmpd conf system sysDescr name of product sysdescr bics can be ao if OTMS Ins...

Page 63: ...hooting guide Ed 15 June 2013 63 182 TG0064 Then the id is sent The dialog is then encrypted Retrieve the alarm catalog Located opt Alcatel Lucent oamp omp ams http resources And the mib opt Alcatel L...

Page 64: ...In 8770 NMCFaultManager_ICEService log FaultManager_ICEService CAlarmHdlr parseMsg start ICEService CAlarmHdlr parseMsg after trimming oid trapSequenceNumber and val 153194 ICEService CAlarmHdlr setA...

Page 65: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 65 182 TG0064...

Page 66: ...he local console login iceuser su root startx Try to launch the 8770 in Start windows normally If failed see the chapter about the 8770 recovery 12 7 4 No access to 8770 admin after upgrade Symptom af...

Page 67: ...entifier can be found in addition Diagnosis Get the logs for SR 8770 Jboss bin run log 8770 Jboss server default log 8770 NMCiceconfiguration 8770 log NMCSvc_Mgr_x log 8770 Log WS log 8770 restoreCont...

Page 68: ...Administrator Application 8770 Select Delegate authentication 12 7 18 Error message cmsexception Symptom UUM user created by UUM 8770 are not readable from OpenTouch 8770 configuration nor WBM MyIC c...

Page 69: ...alid phone number format com alu cms exceptions PersistenceException ACS error WebService createPhoneProfile Invalid phone number format Solution check in 8770 configuration OpenTouch wbm user and dev...

Page 70: ...module appear a message of Error Failed to retrieve user Connection Reset Diagnosis Administrator try to create OT user which already exist on OXE same last name and for name As automatic creation of...

Page 71: ...ofile Name list box is empty Symptom When creating an OpenTouch user via the UUM the Oxe Profile Name list box is empty although a Sip Device profile type is properly created Cause The OXE link of the...

Page 72: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 72 182 Ed 15 June 2013 Check the subnetwork identifier is filled in Check the network identifier is filled in Export the Site information...

Page 73: ...umber 0 Networ kNumber 0 o nmc oxelink SubnetworkNodeNumber 50 SubnetworkNumber 0 Networ kNumber 0 o nmc objectclass TOP objectclass ICESite cn site1 id 1701 Import the ldif file Save the modification...

Page 74: ...35 No way to install 8770 on Windows 7 Symptom No way to install 8770 on Windows 7 Solution review release note stop firewall and antivirus and use a local administrator account before to start the in...

Page 75: ...gue en_US server8770 Langue fr server8770 Langue es server8770 Langue pt server8770 Langue de Check C 8770 Client host php file the value of SrvLdap 8770fqdn 12 7 40 Call from the 8770 Web Directory d...

Page 76: ...lution Check the installation of the flash player on the 8770 server Check the configuration of IE In Tools Internet Options Security tab Local Intranet add the IP address not the FQDN of the 8770 ser...

Page 77: ...var net snmp snmpd conf should include at least one usmUser crypted data for the the snmp user defined in the OT configuration SNMP Agent If no usmuser defined in var net snmp snmpd conf change the sn...

Page 78: ...above mentioned configuration 12 7 48 How to test SNMP 8770 Client Scenario verify that OT correctly generates SNMP trap to a SNMP server not 8770 Done at OBS using a centralized management software...

Page 79: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 79 182 TG0064 Do a service iced stop on OT server to get SNMP trap Result on TrapReceiver tool...

Page 80: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 80 182 Ed 15 June 2013 Trap detail Wireshark trace result on OpenTouch server...

Page 81: ...Diagnosis The trap is send Solution the config as been reapply by modifying the passwords and the passphrase to force the rewrite of them in the linux file The 8770 fault manager has been restarted to...

Page 82: ...m 8444 ejbca adminweb index jsp by https OT_FQDN 8444 ejbca adminweb index jsp in the httpd conf fileof Install Path data Apache2 12 7 53 De associated SIP device not seen in Unallocated device Sympto...

Page 83: ...gwd to handle the connection of Windows Mobile 5 6 Pocket PC MS LCS GATEWAY In charge of handling the SIP CS protocol with a Microsoft LCS2005 server in order to provide integration into the MOC2005 c...

Page 84: ...ting guide TG0064 84 182 Ed 15 June 2013 13 2 2 Logs Logs for ACS server are located into var log Most important tns log tp240drv log interface with Sipserver ths log To get logs directly https server...

Page 85: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 85 182 TG0064...

Page 86: ...x Troubleshooting guide TG0064 86 182 Ed 15 June 2013 13 3 Messages flow On the OpenTouch server launch wireshark edit preferences protocol select SSL protocol In RSA keys list ICE_IP 443 http usr mu...

Page 87: ...tocol between MyIC and Muxer the traces must cover the https handshake Start the trace and filter with ip addr MyIC_IP http That permit to track the MyIC interchanges with ICE Start MyIC Phone or Desk...

Page 88: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 88 182 Ed 15 June 2013 Configuration on chappzh22 productiv...

Page 89: ...ACS stacking is 8443 managed bu muxer netstat apn Solution Check the ICE configuration file in usr eiab eiab conf SECONDIPADDR must be the same as PRIMARYINTERNALIP SECONDIPNETMASK must be the same a...

Page 90: ...No way to install MTW client Symptom Pop up message when stating MTW from MyIC Desktop or thru webclient Message ServerInterface AddAvatar doesn t exist No way to install the video client IVC Diagnosi...

Page 91: ...te admin users on ACS for OT usr database create_new_admin pl Create the admin with platform type of ice The acs option is not authorised 13 6 7 No way to call from MTW or wrong number to the external...

Page 92: ...ard in the IP Phone 4028 sets We only have Standard Users in the OTBE With internal it works All the sets are in the default domain 0 Diagnosis On the re_invite message we can see that the call has DI...

Page 93: ...proxy incoming INVITE Solution User configuration license Max audio leg 12 13 6 15 No way for an Oxe user to enter in conference Symptom when an oxe user call a conference he can not enter in it Solut...

Page 94: ...rs about max appshare legs and max audio ports set it to 12 13 6 19 Windows presentation sharing That is not supported in OpenTouch 1 0 Now supported with DCS R1 3 13 6 20 MTW no telephone number in e...

Page 95: ...CS conference no effect Dianosis the payload used by the set is incorrect Solution change the payload list of the set by 96 97 101 13 6 24 Script to add contacts in myTW user To add contacts to a MyTW...

Page 96: ...51704 eiabconf Build6355 initial 20130408151722 eiabpackage eiab_9_2_0 upgrade_inactive 20130408151756 wwwadmin Build6102 root 20130408151758 eiabbin eiab_9_2_0 root 20130408151810 ths Build6458 root...

Page 97: ...g Install History Log Select a date range that will include the last installation that was done Since I am lazy I just select the range from last year until today and ask for Package Type Full Server...

Page 98: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 98 182 Ed 15 June 2013 Finally here is the list of packages that was installed...

Page 99: ...ention the process will stop and restart all ACS process 1 On the OpenTouch side the last version installed on the Opentouch is stored here cd var backup acs_tar rwxrwxrwx 1 root root 848124458 Apr 8...

Page 100: ...kup acs_tar eiab5 tar gz file in tmp cp var backup acs_tar eiab5 tar gz rel_9_2_0b6509 tmp Then you click again on the Upgrade choice and you can see the proposal versions Click on Install Button Don...

Page 101: ..._ASK_USER SubOption key UPDATE_ALWAYS value UPDATE_ALWAYS visible False SubOption SubOption key UPDATE_ASK_USER value UPDATE_ASK_USER visible False SubOption SubOption key UPDATE_NEVER value UPDATE_NE...

Page 102: ...a Alcatel MPC subdirectory Change level value field from info to debug in the following section root Level is one off OFF FATAL ERROR WARN INFO DEBUG ALL level value debug appender ref ref MyICAppende...

Page 103: ...ME For example c temp ewchost log Restart MyIC client 14 3 5 To setup log for ewchost application sharing HKEY_CURRENT_USER Software eDial WebConsole LogPath c ewchost log LogWindowMsg dword 00000001...

Page 104: ...ttings windows user name Application Data Alcatel Lucent My Teamwork Integrated Video Client Intellivic IVC version Logging log txt EWCHOST LOGS By default logging is off for ewchost To turn it on fol...

Page 105: ...hanges with ICE Start MyICSIP 14 6 Use cases 14 6 1 when launching MyIC Desktop the exe start and stop no way to desinstall an old version Symptom when launching MyIC Desktop the exe start and stop Di...

Page 106: ...ressing the video option of MTW box the video does not start Check that Internet Explorer has no proxy set and test 14 6 6 MyIC does not start after login MyICSIP did not stat on port 5060 INTERNAL SI...

Page 107: ...in traces log or journal log and check the latest request for the user Normal behaviour the reques is send to Martin and store in DB MARTIN Ice psql U martin_user MARTIN Here an example Log31001 is fo...

Page 108: ...tsa_maintenance option 6 device number to get the status of the set Check the mevo directory number if vm number is absent configure it in 8770 14 6 11 The Oxe phone set stay oos in MyIC Desktop Sympt...

Page 109: ...2013 109 182 TG0064 Diagnostics The set associated to the Teamwork is the user login id and not the MyICSIP device Solution Click on this and choose the MyICSIP 158210 in my example 14 6 15 Error 2738...

Page 110: ...mptom My IC ICM Users get the popup to install video activeX control at each My IC startup Diagnosis My IC activeX video issue when using 64 bit OS Solution stop the My IC client start the webclient h...

Page 111: ...MS event logger application error on Outlook Check the HKey HKEY_LOCAL_MACHINE SOFTWARE Microsoft Office Outlook Addins MyICOutlookAddin Connect Set it at Zero LoadBehavior dword 00000000 Value 3 is a...

Page 112: ...ey Symptom MyIc Desktop stay off line and my status is grey focus is lost on comput the video activex request to be installed Diagnosis the password has been changed and MyTW can not connect the serve...

Page 113: ...f MyIC Desktop Symptom the upgrade is force when launching MyIC desktop Solution modify the file C Program Files Alcatel Lucent My Instant Communicator Options FullUC GeneralOptions xml Option key UPD...

Page 114: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 114 182 Ed 15 June 2013 14 6 27 QWave service must be running Under W7 check if that windows service is started...

Page 115: ...on Stop outlook Uninstall old MyIC desktop Uninstall OmniTouch Unified Communication extension Check NET Framework 3 5 is present on computer Download and install VSTO of Microsoft http www microsoft...

Page 116: ...6 qmcdu_of_set AND 106 2998 option 6 qmcdu_of_set to reload the set oxe config in OTS OTS_HOME tsa_maintenance 0 p tcsta tlines tusers tnomad tsoap tauto AND to get the csta private 521 1 in Oxe actdb...

Page 117: ...municator process is closed also If the search bar is there it is the fictive one Remove it from the displayed tool bar by right clic in the icon bar management area When starting myic again it should...

Page 118: ...PC log4net xml the following section level value OFF by level value DEBUG root Level is one off OFF FATAL ERROR WARN INFO DEBUG ALL level value OFF appender ref ref MyICAppender appender ref ref Conso...

Page 119: ...tion Set to 3 the registry parameter LoadBehaviour in HKCU Software Microsoft Office Outlook Addins AlcatelLucentOutlook2007Extension Restart Outlook 15 3 3 OpenTouch extension outlook On outlook 2010...

Page 120: ...on UM mail box to user Symptom when assigning UM mail box for exchange 2007 to user the 8770 generates an exception Remote exception from OT MS Read timed out Diagnosis the OpenTouch exchange account...

Page 121: ...on Symptom Crash of outlook when clic on start MyIC button Solution check if the account used is created check if you got email check if you got contact 15 3 8 Lotus MyIC widget stay grey Symptom when...

Page 122: ...No register on OXE of local storage Registration Too Brief Symptom No access to LS_voice_mail from OXE phoneset No LS_voice_mail number when running sipregister on OXE Diagnostic MULE register refuse...

Page 123: ...ress Symptom need to remove that prompt to get the recording after the greeting Diagnosis normal behaviour due to the profile used Solution To unactive this prompt you have to Go on 8770 ice configura...

Page 124: ...ou will find a result like rs Italian it IT Silvia 4 0 12 To remove the language package use the following command rpm e package name like rpm e rs Italian it IT Silvia 16 3 9 Voice mail call back sen...

Page 125: ...as been removed from the OT directory search list Solution Reactivate the Internal directory or activate the merge with the Internal directory 16 3 15 UNKNOWN_SENDER in Voice message notification Symp...

Page 126: ...hileas um GlobalSingleton init GlobalSingleton java 188 at com alcatel phileas um GlobalSingleton getInstance GlobalSingleton java 95 at com alcatel ecc contextlistener VoiceAppsContextListener initVo...

Page 127: ...g guide Ed 15 June 2013 127 182 TG0064 17 OpenTouch directory UDAS LDAP 17 1 Search principle OpenTouch users MyIC Phone MyIC Desktop search possibility uses 1 the OpenTouch directory definition in 87...

Page 128: ...r gets a management not linked to OpenTouch It can be managed to collect information from several sources OXE ICM external LDAP If the OpenTouch system is managed to use it you then get the result of...

Page 129: ...hronisation processed can be scheduled on a daily basis and or forced using the 8770 directory management Force synchronisation action NB Only activated directory entry are used by UDAS When contacts...

Page 130: ...l 2011 09 52 45 739 ERROR main AlcLDAP java 153 Connection to ldapdir_20301 LDAP directory failedjavax naming AuthenticationException LDAP error code 49 Invalid Credentials 05 juil 2011 09 52 45 739 E...

Page 131: ...catel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 131 182 TG0064 3 Run it using lbe bat Windows or lbe sh Unix 4 Create a new connection to the 8770 LDAP server no password required he...

Page 132: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 132 182 Ed 15 June 2013 5 You can then browse the LDAP content Above result corresponds to this 8770 directory following content...

Page 133: ...isation to get a fresh update using the 8770 8770 force synchronisation Logs result here after an extract of udas log file logs udas traces log of a forced synchro done on phonebook directory 12 juil...

Page 134: ...me like internaldir This command will gives the synchronized directories Trace Synchro date for directory with ID xxxx null so skipping 1 Check in admin interface to see if synchro date or synchro tim...

Page 135: ...DB DIRECTORIES Username directories_user Password directories_pwd DB OTS Username ots_user Password ots_pwd When connected the tables content is accessible For internal ICE users internaldir_xxx and...

Page 136: ...ance reserved 1 Direct Speed Dial No Prefix 101600 Call Number 00298101400 Directory name LEFAIX GSM3 Directory First Name LEFAIX GSM3 UTF 8 Directory Name UTF 8 Directory First Name Call Restrictions...

Page 137: ...catel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 137 182 TG0064 2 A search on MyIC Desktop does not list GSM3 17 3 1 2 Analysis 1 Connect Ldap browser to 8770 and search for LEFAIX GS...

Page 138: ...45 739 ERROR main AlcLDAP java 153 Connection to ldapdir_20301 LDAP directory failedjavax naming AuthenticationException LDAP error code 49 Invalid Credentials 05 juil 2011 09 52 45 739 ERROR main Al...

Page 139: ...139 182 TG0064 with following parameters 2 Restart UDAS Log on to the OpenTouch Server then run the command root tssd234 udas service udasd stop udas Shutting down Starter OK root tssd234 udas servic...

Page 140: ...17 4 1 No acapi connection Symptom the acapi can not connect the pbx Diagnosis usr bin ldapsearch h localhost p 8389 D uid adminacapi cn acapi o nmc w superuser x b o nmc objectclass a4400pbx extended...

Page 141: ...OXE users It searches only the OT users Merging was enabled with Internal_ldap and Phone book directory It was working when the system was in 1 1 000 080 release and issue appeared after upgrading to...

Page 142: ...catel Lucent OpenTouch R1 x Troubleshooting guide TG0064 142 182 Ed 15 June 2013 3 Force Directory Merging OT configuration System Services Applications Telephony Directory search Force Directory merg...

Page 143: ...les call completion enabler Max number of lines for a MyIC Phone important if consider the user busy if one device is busy is not selected Presentation timer for CCNR Duration of call completion subsc...

Page 144: ...dresse api Log4jAdmin This URL allows to modify the traces level of each component that is running in server OXE sipmotor traces motortrace 3 traced 18 6 Use cases 18 6 1 protected callback on busy or...

Page 145: ...1 x Troubleshooting guide Ed 15 June 2013 145 182 TG0064 Exchange between all componants Example of execution phase when calling and called are available The system initialises the callback execution...

Page 146: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide TG0064 146 182 Ed 15 June 2013 After calling number pick up called number is ringing Exchange between all componants...

Page 147: ...e request keylength 2048 digest SHA 1 Algorithm RSA the format PKCS12 Verify the format of the CA pem base 64 encoded Verify that the certificate embed the chain of CA Example of certificate correct 1...

Page 148: ...never used to be pushed to any Laptop PC using My IC Web Brower connecting to OpenTouch Even if these kind of CA deployment is supported by Apache component OpenTouch does not support it As Web Server...

Page 149: ...as ICE Internal authority is already in the list 19 1 6 VHE reboots at step3 Symptom The VHE keeps resetting at the STEP3 with the following message on the screen Check CTL file parameters on the DM...

Page 150: ...owing command openssl x509 in server pem txt step 3 config download Entering etc rc d S51dmconfig ERROR Retrieving https 10 41 200 11 dmictouch config 00809fa04e32 xml PHONE_MODEL VHE ERROR curl ret 6...

Page 151: ...US O Alcatel Lucent CN aldphn11 icgeu com Subject Public Key Info Public Key Algorithm rsaEncryption RSA Public Key 2048 bit Modulus 2048 bit 00 9b 6c ed be 69 6e 33 32 c0 f5 b5 a8 82 2e cb 5f 30 49 1...

Page 152: ...3 If there is just the second server CTL click on Add button and select the CA pem from the OpenTouch server under CERTIFICATES_HOME When the two server CTL are created on the WBM follow again the pro...

Page 153: ...sult check the files present in this directory with ls l subdirectory Look for core dumps large files or large number of files Find out how these files were created filled owner name and eventual nami...

Page 154: ...1 This command takes a long time to run and cannot be stopped easily so start it on a separate ssh session if possible 20 1 5 mount Partitions read write status User htuser Command mount Sample outpu...

Page 155: ...ther to desynschronization is now starting OK the unit is in optimal state 20 2 2 RAID monitoring tools System specific RAID monitoring tools are available from the hardware vendors check their intern...

Page 156: ...up 7 days 20 33 1 user load average 1 62 1 32 1 07 Tasks 405 total 1 running 404 sleeping 0 stopped 0 zombie Cpu s 0 8 us 1 0 sy 0 0 ni 98 1 id 0 0 wa 0 0 hi 0 0 si 0 0 st Mem 16436692k total 15944312...

Page 157: ...java server Xmx96m Decc applicationName ompinfra Dlog4j configuration opt Alcatel Lucent starter traces xml Decc path opt Alcatel Lucent ecc properties Decc logsDir opt Alcatel Lucent logs com alcatel...

Page 158: ...scribed below as a work around but it will not fix the root cause Refer to the processes tools for the memory usage Work around is swap space is too small If you have a partition with a lot of unused...

Page 159: ...y reports where a system failure or overload is suspected 20 6 2 version txt OT version information User htuser Command more ECC_HOME version txt Checks Check the release and installed hotfixes inform...

Page 160: ...or matches listing the tasks and checking the etc cron content etc cron hourly tasks are started every hour 00 01 01 01 etc and executed in alphabetical order etc cron daily tasks are started at 04 02...

Page 161: ...Alcatel Lucent OpenTouch R1 x Troubleshooting guide Ed 15 June 2013 161 182 TG0064 If the same line seems to come back very regularly you may count its occurrences egrep c e errno 104 var log messages...

Page 162: ...nnection and mgr tool 21 3 Configuration See installation guide for sip trunk and external gateway settings 21 3 1 Example 1 Select Trunk Groups Create Create Trunk Groups Node Number reserved 101 Tru...

Page 163: ...local domain name Enter the DNS Server IP address needed for survivability 4 Select SIP SIP External Gateway Create Create SIP Ext Gateway Node Number reserved 101 SIP External Gateway ID EXT_GW_ID G...

Page 164: ...e mtcl The results will be in the file tmpd iptraffic oxe cap 21 5 Use cases 21 5 1 ICM user call OXE user no way to retrieve call mgr SIP SIP Ext Gateway Ignore inactive black hole True 21 5 2 Error...

Page 165: ...ddress and port 5260 21 5 5 ICM user aren t reachable from attendant on OXE If there is no attendant individual call prefix for attendant when she calls an ICM user invite is going from OXE to ICE wit...

Page 166: ...on The caller ID issue when a VHE call outside the number shown on the remote screen is 33311001 311001 is the VHE contact number and in this case it seems that we don t pass through DDI transcoding i...

Page 167: ...nced security SSH activation and password for SSH The debug set command are located in var run debug 22 2 1 Wireshark to read MyIC Phone OpenTouch exchanges 1 Copy using SFTP the usr muser rsa XXXXXX...

Page 168: ...codes are 1 Unsupported protocol This build of curl has no support for this protocol 2 Failed to initialize 3 URL malformed The syntax was not correct 5 Couldn t resolve proxy The given proxy host co...

Page 169: ...rted by callback An application told curl to abort the operation 43 Internal error A function was called with a bad parameter 45 Interface error A specified outgoing interface could not be used 47 Too...

Page 170: ...the sntp server described in the 8770 phone parameter must be the IP address not the FQDN not in set in the phone config by phone GUI 22 3 3 MyIC Phone no way to sign certificate no hash given for th...

Page 171: ...E Solution Copy server ctl of CERTIFICATES_HOME to usr muxer ca_cert stop start OpenTouch 22 3 8 MyIC Phone reboot permanently after management Symptom MyIC Phone reboot permanently after management D...

Page 172: ...tion reapply the procedure of signing CTL 22 3 13 MyIC Phone does not get the DN FQDN xml after signing Symptom MyIC Phone does not get the DN FQDN xml after signing Diagnosis DNS is not set in the co...

Page 173: ...olution Delete the proxy in the set configuration 22 3 20 Deploy a package on a set is not applied Symptom We add a new device to a MyIC phone package The set does not take it into account Solution Ve...

Page 174: ...lue 20 override true setting id ScreenSaverBrightnessOn value 31 override true Reference this optional xml in the set configuration optional file URL 22 3 26 Slide show does not work Symptom Screensav...

Page 175: ...22 3 32 MyIC Phone ICS GUI password is locked Symptom MyIC Phone ICS icone is red and password does not work Diagnosis The password is locked Solution The password is blocked 8770 Configuration OpenT...

Page 176: ...Solution Normal behaviour 22 3 40 No more than 100 contacts in the MyIC phone Symptom No more than 100 contacts in the VHE Diagnosis by default the DirMaxContact is 100 Solution increase that value i...

Page 177: ...on the UDAS The directory Merge and deleting the old contacts on the sets the photo is displayed on each call 22 3 46 MyIC Phone register to Oxe for survivability get SIP 503 Symptom when the set sen...

Page 178: ...ce issue On VHE the buddy list to manager must contain assistant name and the same to assistant with manager Log admin on VHE and check 23 3 1 Presence on Manager side dumpIctUser DOCTYPE IctUser IctU...

Page 179: ...esence successful userPresence successful ServerAccess userIMAddress lmarano valtx fr acsHostName https valtxice1 valtx fr 443 MyPresence tel ACTIVITY_APPEAR_OFFLINE IM ACTIVITY_APPEAR_OFFLINE Buddies...

Page 180: ...23 4 1 How to get the white list of a set Connect the set thru ssh and launch usr bin ICTApplication ICTCliGateLite call IctUser consultWhiteList args 23 4 2 Assistant can not transfer a call to boss...

Page 181: ...ded license file 24 1 5 Java error when editing AA application tree Symptom no more possible to modify a Automcatic Attendant applicaiton tree a java eror occurs java lang SecurityException attempted...

Page 182: ...unused license files in data license Legal notice Alcatel Lucent Alcatel Lucent and the Alcatel Lucent logo are trademarks of Alcatel Lucent All other trademarks are the property of their respective o...

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