UNITY TROUBLESHOOTING GUIDE

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1 UNITY TROUBLESHOOTING GUIDE CONTENTS 1 Unable to Connect to the Licence Server Unity Message "Trial License Has Expired" I'm getting "License Expired" error but I have a full license Unity Could Not Connect to The Unity Server After Five Attempts Unable to see the license for the installed Dashboard User Authentication Error Error - Your Registration on IM&P Server Has been Overridden Error Message Underlying VOIP Issue Internet & Firewall "The requested security protocol is not supported" Salesforce/CRM integration isn't working Voic tab doesn t appear Error when trying to upgrade Unity in a Terminal Server or Citrix environment ACD statistics Between Unity and Broadworks displayed incorrectly Export the Unity Logs Dashboard Logs Export the Users Unity Settings Reading the ConnectionLog.txt File Access to the Kakapo Support Portal... 9

2 1 Unable to Connect to the Licence Server You might get a Unity error message reporting "Unity could not contact the licensing server. Please check your network connection and consult to your service provider if problem persist." Possible Answers: Are there other users in the same site that can connect? If not, then it's most likely the firewall not allowing outbound web traffic to portal.unityclient.com. If they can then it may be an anti-virus or proxy server issue. Can you try to login as this user on yours/another PC and confirm if it works? Can the client browse to this URL in a browser - This is the URL of the web service that Unity uses to license, so if the user can't open this page in a browser then that will be the issue. If so then it will be because of an anti-virus, proxy server, personal firewall or corporate firewall issue. Are other users in the same physical location using Unity OK? 2 Unity Message "Trial License Has Expired" You can check in the Portal if your Unity license has expired by using the Portal to search for your name and then click the View button, now click on the License Details tab to display the details. The details should show you the product being licensed, for example "UnityDesktop Enterprise", the Start Date, End Date, Expires and Version. You will be able to confirm that the license has expired as the "Expires" field will be populated with a date. If the license has expired you can add an assignment by clicking the "Add Assignment" button, this will present you with a choice of Unity applications to add to the user. Once you have chosen you can click the "Add Assignment" button to complete the process. 3 I'm getting "License Expired" error but I have a full license If the user gets a license expired error and the server hostname is correct then you need to check which Unity application the user is running as they may have changed the Start-up application.

3 E.g. A user had a Reception license but accidentally changed their Start-up application to Desktop, a Desktop trial license will automatically start. At the end of the trial duration the user will be presented with the license expired error they would need go into Unity settings and change their start up application back to Reception. 4 Unity Could Not Connect to The Unity Server After Five Attempts Possible Answers: Please check the Unity server address is correct, it can be found here: Unity Settings -> Settings -> Network, this will be im.unityclient.com by default. Please check that the firewall in permitting port 2208 traffic as this is the port used to reach the server. It could be a DNS issue whereby the DNS server isn t able to resolve im.unityclient.com to an IP address. Every time we see this we suggest moving the customer to the Google DNS servers [which are and ] which has resolved the issue for everyone in the past. 5 Unable to see the license for the installed Dashboard The Dashboard is licensed against the MAC address of the device it is installed on. If you are trying to search for the license on the Portal you will need to type in the MAC address of the device in to the search area as below (2): You can get the MAC address by opening the Dashboard and clicking on the About button as below (1): You can then alternate click on the MAC address and it will give you the option to copy it to your clipboard.

4 User Authentication Error User has just recently received a Unity license and is having authentication errors while attempting to get logged in to Unity. The user's manager has attempted to login with both and the password has been reset by the manager and myself, but those passwords did not work. The EventHandlerLog shows the reason for failed authentication is "Reason=[Error 5401] User is not found on Network Server." (Unity Logs from today uploaded) Possible Answer: This is a Broadworks error, so you will need to raise it with your VoIP engineering dept, this is outside our control.

5 7 Error - Your Registration on IM&P Server Has been Overridden Answer: This usually happens when the "Multiple Unity Instances Permitted" is ticked, this is configured in Unity/Settings/Settings/Startup. Having this ticked means the user can open multiple instances of Unity but the IM registration is always with the most current logon, i.e. it removed from the first instance of Unity that they logged on to and becomes current on the new instance of Unity. If they don't need to log on to multiple instances they can remove the tick from "Multiple Unity Instances Permitted" and restart Unity and this will stop the message popping up. It could also be that the same login details are being used on multiple PCs concurrently, for example a work laptop and home PC. 8 Error Message Underlying VOIP Issue Answer: This is because Broadworks is migrating the user from the primary to the secondary Application Server, which means their call control functionality will have been lost, so Unity must restart. If you check

6 Broadworks you will see that user has migrated to the secondary AS, which is normally because there is a problem somewhere with Broadworks... 9 Internet & Firewall Unity requires high-speed internet connectivity and access to the below locations, which may require firewall rules to be added on the customer premises: TCP port 2208 to im.unityclient.com TCP port 2208 to the VoIP platform OCI server. This may be port 2209 if using OCI over TLS TCP port 8011 to the VoIP platform CTI server (if CTI is configured). This may be port 8012 if using CTI over TLS HTTP/HTTPS access to portal.unityclient.com HTTP/HTTPS access to the VoIP platform XSI server [if call recording, visual voic or enhanced call center reports are used] TCP port 8011 or 8012 access for the Dashboard/Broadworks 10 "The requested security protocol is not supported" You may get the below Unity error message when starting Unity: "Source: VisualVoic .GetVisualVoic List. System.NotSupportedException: The requested security protocol is not supported" Possible Answer: This is because the security protocol that Unity uses to connect to the Broadworks server to fetch visual voic 's is not supported on the Windows operating system. Can you please install a newer version of the.net Framework from the link below which will ensure the newer security protocols are supported. Please make sure you install the Framework from the button on the right, not just the core. 11 Salesforce/CRM integration isn't working Ensure that the CRM version you are using has API service included. E.g. You need Salesforce Lightning Enterprise and above. If your CRM version does not have API service, then you cannot integrate it with Unity. However, you can use Unity s Browse to URL feature.

7 12 Voic tab doesn t appear This could result in an error message stating that This The request was aborted: Could not create SSL/TLS secure channel. The most likely reason for this is that the security protocol (TLS 1.2 etc) being used to integrate with the XSI server is not supported by that server. This needs to be changed in the Kakapo portal as part of Branding settings at the system provider level. 13 Error when trying to upgrade Unity in a Terminal Server or Citrix environment This is because the Unity.exe file is being used by multiple people and you will get the error message that the upgrade cannot complete because Unity is being used by another person. You can make a change in the Unity settings to "Auto update when in a Terminal Server or Citrix environment" in the following location: Unity\Settings\Settings\Update "Auto update when in a Terminal Server or Citrix environment". Typically a Terminal Services or Citrix administrator will wait until everyone has logged out at the end of the day, then perform a manual update themselves when they are sure they're the only person using Unity. This is the preferred and recommend way to update Unity in a virtual environment. 14 ACD statistics Between Unity and Broadworks displayed incorrectly Unity gets its time from the local PC/Device and this needs to be the same as the time on Broadworks. To resolve this, you need to sync the desktop clock/time with a time server, this can be done via the Windows settings and there are lots of articles online that show how to do this. Example time servers: time.windows.com time.nist.gov 15 Export the Unity Logs You can get the logs by navigating to the log folder which can be found in the installation folder, here "C:\Program Files (x86)\unity Client" by default. You can quickly open this folder in Windows Explorer by going into Help > About and clicking the working folder path. You can zip up the entire folder and attach to any raised tickets in the Portal.

8 16 Dashboard Logs It is possible for you to set the Dashboard, so it collects the logs (pre ), you can do this by going to the settings in Dashboard - click settings/ Network and tick the box for "Log Connections". You can get the Dashboard logs from here, C:\Program Files (x86)\unity Dashboard\UnityDashboard and zip up the "Logs" folder and attach to any raised tickets. 17 Export the Users Unity Settings You can export the user s Unity settings by clicking Help then click on "Export Unity Settings", this will export and upload the user s registry to the Kakapo cloud which will allow our support team to investigate any issues reported against a support ticket. There is no other action required by the user to export user settings. 18 Reading the ConnectionLog.txt File The ConnectionLog.txt File can be found here, "C:\Program Files (x86)\unity Client\Log\" by default Below you can see successful connections: 05/06/2018@10:49:05.480: BROADWORKSVERSIONCHECKER connection attempt 1 Attempting to connect to apps.voice2000.com: /06/2018@10:49:05.480: BROADWORKSVERSIONCHECKER connection attempt 1 Attempting to resolve FQDN apps.voice2000.com 05/06/2018@10:49:05.496: BROADWORKSVERSIONCHECKER connection attempt 1 Successfully resolved FQDN apps.voice2000.com Example of a dropped connection: BROADWORKSCALLCENTER 09:39:51) The connection was dropped unexpectedly. Message is 'System.IO.IOException: Unable to read data from the transport connection: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. ---> System.Net.Sockets.SocketException: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond. Broadworks 09:39:51) The BROADWORKSCALLCENTER connection to was severed or has changed. The reason is ConnectionDropped

9 19 Access to the Kakapo Support Portal For Service providers that need technical assistance please open a ticket in the Unity Portal, you can access the Portal from this address: If you already have a login you will be able to raise a ticket on the system and upload any log files or supporting documentation necessary. If you do not have a login, please contact Kakapo Systems.

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