Troubleshooting Avaya MS 7.0 NN , Dec 2010

Transcription

1 Troubleshooting Avaya MS 7.0 NN , Dec 2010

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3 Contents Chapter 1: New in this release...7 Features...7 Other Changes...7 Chapter 2: Introduction...9 Chapter 3: Call Completion Failure...11 An In-service Avaya MS rejects calls Chapter 4: Data...13 Backup and Restore is not allowed Data Synchronization in progress alarm is raised Chapter 5: Element Manager...15 Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation The page cannot be displayed error appears when connecting to Element Manager - Scenario The page cannot be displayed error appears when connecting to Element Manager - Scenario Unable to log into Element Manager User name and password entries retained by browser Event order during restore incorrect System unavailable message Security prompt displayed when accessing active sessions page Login button does not appear on the login screen After login the browser hangs...24 Troubleshooting 3 Dec

4 Provision media page is incompatible with Internet Explorer Element name does not appear as a hyperlink Chapter 6: Delivery...27 Simple Mail Transport Protocol (SMTP) Mail Delivery is not working Chapter 7: Emergency recovery trees...29 In-service Avaya MS rejects calls recovery tree...29 Nodal license is not working recovery tree...31 Cannot access Element Manager recovery tree...32 Chapter 8: Media...33 Digit collection issues and login failures Unsupported Codec when calling Avaya MS Chapter 9: Security...35 TLS connection issues Chapter 10: SIP...37 Calls rejected with reason 403 Use Proxy Calls redirected with reason 305 Use Proxy Chapter 11: SNMP...39 Avaya MS alarms do not appear on Element Management Network problems...39 SNMP Service is not started on Avaya MS...39 SNMP Community string mismatch Confirm no Network problems...40 Check SNMP Service...40 Check SNMP Community String...40 Chapter 12: Unified Communications Management Troubleshooting 3 Dec 2010

5 Server Error on UCM pages when using 3-tier Domains in FQDN - xxx.avaya.com.uk Problems logging on to Element Manager/UCM for the first time after an Avaya MS installation An item CND appears as Failed at the last step of UCM initial security configuration...44 Potential Causes Problems logging on to Element Manager when the server is in a UCM primary-member-backup configuration Problems logging on to Element Manager with the local-login link and an emergency account other than MASAdmin The Access Denied page appears after logging into Element Manager on a UCM member server Logs task not in Tools summary page on Backup server JavaScript error occurs on the User Roles page Element description saved incorrectly Resetting an Expired Password The Common Network Directory service fails to initialize during Security Configuration Invalid certificate warning Kerberos authentication error Failure to configure UCM backup security server to CS Other issues Chapter 13: VoiceXML on the Avaya Media Server...55 Increased VXML channels for Avaya MS delays VXML pages Troubleshooting 3 Dec

6 Grammar load failures when testing a speech application MRCP LVR and TTS resource usage issues Problems setting vendor specific LVR parameters No response from Nuance speech server No resources response from MRCP client side Troubleshooting 3 Dec 2010

7 Chapter 1: New in this release The following sections detail what's new in Avaya Media Server Troubleshooting, NN Features on page 7 Other Changes on page 7 Features This document is new for Avaya Media Server for Release 7.0. Other Changes There are no other changes to this document. Troubleshooting 3 Dec

8 New in this release 8 Troubleshooting 3 Dec 2010

9 Chapter 2: Introduction The Avaya Media Server Troubleshooting, NN document provides information about troubleshooting the Avaya Media Server 7.0 product. Prerequisites For detailed information about fault management, logs and alarms, see Avaya Media Server Fault Management, NN For detailed information about performance management, operational measurements and reports, see Avaya Media Server Performance Management - Operational Measurements and Reporting, NN Navigation Call Completion Failure on page 11 Data on page 13 Element Manager on page 15 Delivery on page 27 Emergency recovery trees on page 29 Media on page 33 Security on page 35 SIP on page 37 SNMP on page 39 Unified Communications Management on page 41 VoiceXML on the Avaya Media Server on page 55 Troubleshooting 3 Dec

10 Introduction 10 Troubleshooting 3 Dec 2010

11 Chapter 3: Call Completion Failure This section provides descriptions, possible causes, and solutions for common issues and error messages that relate to call completion failures. An In-service Avaya MS rejects calls on page 11 An In-service Avaya MS rejects calls The Avaya Media Server rejects incoming SIP calls for one or more service types. Consult the Log Viewer to identify attempts to launch an uninstalled or unlicensed service. Any of the following reasons can cause this problem. Calls to services on Avaya MS that are not licensed, receive a SIP final response indicating that the service is unavailable. The proxy configuration is incomplete. The target service application is not installed. The Avaya MS is in the Pending Lock state. Each solution relates to a possible cause. Licensing 1. To see the number and variety of installed licenses in Element Manager, navigate to Licensing, Licensing Configuration. 2. Ensure that the required licenses are installed and available. 3. Restart the Avaya MS to activate any newly installed license. Troubleshooting 3 Dec

12 Call Completion Failure Proxy Configuration 1. In Element Manager, navigate to System Configuration, Signaling, SIP, Nodes and Routes and ensure that all required Trusted Nodes are configured. 2. In Element Manager, navigate to System Configuration, Signaling, SIP, Nodes and Routes and ensure that all SIP Routes are configured. Application Installation 1. In Element Manager, navigate to Products and Applications, Packaged and ensure that the target service is installed. 2. If necessary, install the application by launching it in the application installer. Pending Lock Avaya MS 1. Check the state of the Avaya MS. In Element Manager, navigate to System Status, Element Status. An Avaya MS in the Pending Lock state rejects new service requests. 2. Set the Avaya MS state to the Unlocked state to accept calls. In Element Manager, navigate to System Status, Element Status. Select More Actions. Select Unlock. 12 Troubleshooting 3 Dec 2010

13 Chapter 4: Data This section provides details, possible causes, and solutions for common issues and error messages that relate to Data issues. Backup and Restore is not allowed on page 13 Data Synchronization in progress alarm is raised on page 14 Backup and Restore is not allowed After an Avaya Media Server software upgrade, you receive a BackupRestore error when attempting to restore an older backup file to the Avaya MS. The Restore operation prevents restoration of old configurations with outdated schemas to a newer, incompatible Avaya MS software load. Restorations of service data are not as restrictive. You can restore an older configuration data backup file as follows. 1. Uninstall the current Avaya MS software. 2. Reinstall the Avaya MS software version that is compatible with the backup file you want to restore. 3. Restore the backup file to the Avaya MS software version you installed in Step Upgrade the Avaya MS to the latest software version. The upgrade process automatically converts the data for the upgraded load. Troubleshooting 3 Dec

14 Data Data Synchronization in progress alarm is raised The minor alarm Data Synchronization in Progress on the Avaya MS indicates a data synchronization audit is ongoing between the Primary and Secondary nodes in a cluster. The duration of the synchronization is directly proportional to the amount of subscriber data on the system. The synchronization occurs any time the Primary and Secondary servers in a cluster establish a connection to each other. Typically, the cause is a restart of one of the nodes or a reestablishment of a lost network connection between the peers. Typically, no action is required. Data synchronization does not put the Avaya MS into a state that blocks any processing. If both Avaya MS servers are synchronizing due to a restart, in most cases, they have the data required for application functionality. In general, when there is the potential that one machine was out of service while the other was in service, a data delta can exist. In this case, the synchronization audit addresses this issue. If an application data request occurs on an Avaya MS that has not received new data from its peer due to an in progress synchronization, that request will fail. The alarm is raised to bring this potential issue to the attention of the administrators controlling traffic the Avaya MS. The alarm indicates that there is possibility for a data mismatch between the nodes until the audit is complete and the alarm is cleared. Any data changes received during a synchronization are reflected immediately on both nodes. (This condition also occurs when the synchronization is not running.) In most cases, synchronization is considered as a background audit. You can ignore this condition, unless one machine is known to be missing data or complete data integrity is required and there were known changes while the peers were isolated from each other. The only potential action is temporarily reroute calls away from a newly installed Avaya MS, which lacks a full data set, to another Avaya MS until the synchronization is complete. 14 Troubleshooting 3 Dec 2010

15 Chapter 5: Element Manager This section provides details, possible causes, and solutions for common issues and error messages that relate to Element Manager (EM). Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation on page 15 The page cannot be displayed error appears when connecting to Element Manager - Scenario 1 on page 17 The page cannot be displayed error appears when connecting to Element Manager - Scenario 2 on page 18 Unable to log into Element Manager on page 20 User name and password entries retained by browser on page 21 Event order during restore incorrect on page 21 System unavailable message on page 22 Security prompt displayed when accessing active sessions page on page 22 Login button does not appear on the login screen on page 23 After login the browser hangs on page 24 Provision media page is incompatible with Internet Explorer 8 on page 24 Element name does not appear as a hyperlink on page 25 Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation After you successfully install the software and reboot, you cannot open Element Manager by clicking the shortcut on your desktop. The system contains multiple installations of JDK. Troubleshooting 3 Dec

16 Element Manager To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Services. 3. If the Services window does not include Avaya JBoss Service, click the Windows Start button. OR If the Services window includes Avaya JBoss Service, stop here and check the troubleshooting list for another cause. 4. Point to Control Panel, Add or Remove Programs. 5. In the Add or Remove Programs window, click Avaya Media Server. 6. Click Change/Remove to remove the software. 7. After the system removes the software, click Done. The system automatically reboots. 8. Click the Windows Start button. 9. Point to Control Panel, Add or Remove Programs. 10. If the Add or Remove Programs window contains JDK, click JDK. OR If the Add or Remove Programs window does not contain JDK, go to 13 on page Click Change/Remove to remove JDK. 12. After the system removes JDK, click Done. The system automatically reboots. 13. Click the Windows Start button. 14. Point to Control Panel, Add or Remove Programs. 15. If the Add or Remove Programs window contains JRE, click JRE. OR If the Add or Remove Programs window does not contain JRE, go to 18 on page Click Change/Remove to remove JRE. 17. After the system removes JRE, click Done. The system automatically reboots. 18. Re-install the software. For information about installing Avaya MS, see Avaya Media Server Installation, NN If the problem is not resolved, contact Avaya Support personnel. 16 Troubleshooting 3 Dec 2010

17 The page cannot be displayed error appears when connecting to Element Manager - Scenario 1 The page cannot be displayed error appears when connecting to Element Manager - Scenario 1 When you connect to Element Manager, the browser shows the following error: The page cannot be displayed. The installer does not completely install JDK because the system contained JDK before the installation, or it contains an incorrectly-named file or directory. To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Services. 3. If the Services window does not include Avaya JBoss Service, see Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation on page 15. OR If the Services window includes the Avaya JBoss Service and the status is not Started, right-click Avaya JBoss Service, and then select Start on the shortcut menu. 4. If JBoss starts properly, wait for about 3-5 minutes, and then try to access Element Manager again. OR If JBoss does not start properly, go to step 6 on page If you cannot access Element Manager after starting JBoss, see The page cannot be displayed error appears when connecting to Element Manager - Scenario 2 on page Click the Windows Start button. 7. Point to Control Panel, Add or Remove Programs. Troubleshooting 3 Dec

18 Element Manager 8. If the Add or Remove Programs window contains multiple instances of JDK, click an extra instance of JDK. OR If the Add or Remove Programs window contains no instances of JDK, open a command prompt, type java -version, and press Enter. The command prompt shows the following message if JDK does not exist: 'java' is not recognized as an internal or external command, operable program or batch file. If you see this message, go to 11 on page Click Change/Remove to remove the extra instance of JDK. 10. After the system removes the extra instance of JDK, click Done. The system automatically reboots. Repeat steps 8 to 10 until all extra instances of JDK are removed, and then go to 19 on page Click the Windows Start button. 12. Point to All Programs, Accessories, Windows Explorer. 13. Browse through drive C, drive D, and any additional physical partition to locate any file or directory with the name starting with Program or Programs (except the normal Windows directory called Program Files). 14. If you locate a file or directory with the name starting with Program (except the normal Windows directory called Program Files), right-click the file or directory, select Rename on the shortcut menu, and rename to another name that does not start with Program or Programs. 15. Uninstall the software cleanly. 16. Re-install the software. For information about installing Avaya MS, see Avaya Media Server Installation, NN The system automatically reboots. Repeat steps 8 to 10 until all extra instances of JDK are removed, and then go to 19 on page Try to access Element Manager. 19. If The page cannot be displayed error still appears when connecting to Element Manager, contact Avaya Support personnel. The page cannot be displayed error appears when connecting to Element Manager - Scenario 2 When you connect to Element Manager, the browser shows the following error: The page cannot be displayed. 18 Troubleshooting 3 Dec 2010

19 The system logs a Common Network Directory (CND) failure. To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Services. 3. If the Services window does not include the Avaya JBoss Service, stop here and see Element Manager is not available when clicking the icon on desktop after the reboot following a successful installation on page 15. OR If the Services window includes the Avaya JBoss Service and the status is not Started, right-click Avaya JBoss Service, and then select Start on the shortcut menu. 4. Click the Windows Start button. 5. Point to All Programs, Accessories, Windows Explorer. 6. In Windows Explorer, locate the directory where software is installed. Typically, the system installs the software in D:\Program Files\Avaya\Multimedia_Applications. 7. Within the Multimedia_Application directory, navigate to the following directory: JBoss\server\default\log. Typically, the path is D:\Program Files\Avaya \Multimedia_Applications\JBoss\server\default\log. 8. Using Notepad or Wordpad, open server.log. 9. If the server.log does not contain an inline ERROR about CND or any other errors, stop here and contact Avaya Support personnel. OR If the server.log contains an inline ERROR about CND, click the Windows Start button. OR If an ERROR is not about CND, make a copy of the server.log file and send it to the proper contact(s). 10. Point to Control Panel, Administrative Tools, Services. 11. Right-click Avaya JBoss Service, and then select Stop on the shortcut menu. Troubleshooting 3 Dec

20 Element Manager 12. Right-click Avaya Common Network Directory, and then select Stop on the shortcut menu. 13. Click the Windows Start button. 14. Point to All Programs, Accessories, Command Prompt. 15. In the command prompt, type D:, and then press Enter to change Drive to D. 16. Type cd \Program Files\Avaya\Multimedia_Applications\CND, and then press Enter to change the directory to D:\Program Files\Avaya\Multimedia_Applications\CND. 17. Run the following command: db_recover -h data. If the db_recover tool runs without error, it has no output. 18. In the Services window, right-click Avaya Common Network Directory, and then select Start on the shortcut menu. 19. Right-click Avaya JBoss Service, and then select Start on the shortcut menu. 20. Wait for about 3-5 minutes after the restart, and then access Element Manager again. Unable to log into Element Manager Rarely, a user may be unable to log into Element Manager and the Avaya Common Network Directory service is not running and exits when it is manually restarted. This issue is possibly caused by a corrupted CND database. To recover a possible corrupted CND database: 1. Open Windows Services Control Manager (Start, Settings, Control Panel, Administrative Tools, Services). 2. Stop the Avaya Common Network Directory service. Make sure the service does stop before proceeding further. 3. Open a command prompt window. Go to the CND installation directory (by default, it is D:\Program Files\Avaya\Multimedia_Applications\CND ) and run the command: db_recover h data 20 Troubleshooting 3 Dec 2010

21 User name and password entries retained by browser This executable can be used to recover a corrupted CND database. Note that the tool has no effect on a database that is not corrupted. If the tool runs without error, it has no output. 4. In Services Control Manager, start the Avaya Common Network Directory service. User name and password entries retained by browser User name and password data may be retained by the browser. This issue only occurs when using the Firefox browser. As an example, the configuration fields HTTP Digest Authentication User Name and HTTP Digest Authentication Password within the task, System Configuration, Network Settings, General Settings under the SOAP category, may already contain the user name and password. When prompted by the browser, Do you want Firefox to remember this password? do not choose Remember. Event order during restore incorrect Events raised during a restore are out of sequence. Events raised during restore operation are not shown in the event viewer in the order they were actually raised. For example, the events may occur in the following order: "started restore 1" > "started restore 2" > "finished restore 1". However, the "finished" event is raised before the "started" event for restore 2. Troubleshooting 3 Dec

22 Element Manager None. System unavailable message Element Manager shows a System Unavailable Due to Maintenance screen and the browser reports CSS and JavaScript errors. Unknown. Although the screen content is correct, the browser reports that the web page contains errors, however, these errors can be ignored. Security prompt displayed when accessing active sessions page When accessing the Active Sessions page (under System Status, Monitoring) for the first time after login, administrators get a security prompt asking, This page contains both secure and nonsecure items. Do you want to display the nonsecure items? Based on the level of security set in the browser, the message is displayed requiring user input. 22 Troubleshooting 3 Dec 2010

23 When prompted with the dialog, click Yes to proceed. Login button does not appear on the login screen The login button does not appear on the login screen. Javascript is not enabled in the browser. Depending on the browser, follow one of the procedures below to enable Javascript. Internet Explorer 1. Within Internet Explorer select Tools, Internet Options. 2. Select the Security tab. 3. Select Custom Level. 4. Scroll to the option Scripting, Active scripting. 5. Select Enable. 6. Click OK on each screen until exited from Internet Options. Firefox 1. Within Firefox select Tools, Options. 2. Select the Contents option. 3. Check the Enable JavaScript check box. 4. Click OK. Troubleshooting 3 Dec

24 Element Manager After login the browser hangs After login the browser hangs with the message, Please wait for Element Manager to start. The local machine s Fully Qualified Domain Name (FQDN) is not in the list of Local Intranet or Trusted sites. Follow the procedure below to add the local machine's FQDN as a trusted site. 1. Within Internet Explorer select Tools, Internet Options. 2. Select the Security tab. 3. Select Trusted sites. 4. Select Sites. 5. Enter the local machine's FQDN into the field under, Add this website to the zone:. 6. Select Add. Important: If the FQDN cannot be added, uncheck the Require server verification ( for all sites in this zone check box then select Add. 7. Click Close then OK on the following screen. Provision media page is incompatible with Internet Explorer 8 Working with a namespace within the Provision Media page of Element Manager does not work properly with Internet Explorer Troubleshooting 3 Dec 2010

25 Known bug in Internet Explorer 8 in the third party library (Richfaces). Follow procedure below to enable Compatibility View in Internet Explorer 8. Important: If Internet Explorer 8 is used on the Avaya MS server itself, the change in Compatibility View must be done after Avaya MS installation, once Element Manager s URL is known. 1. In Internet Explorer 8 select Tools, Compatibility View Settings. 2. Enter the server address into the field Add this website:. 3. Click Add. 4. Click Close. Important: If Internet Explorer 8 is used elsewhere other than the Avaya MS server (for example, an administrator s PC), follow the procedure to add Element Manager s URL to the list of web pages that require compatibility mode in Internet Explorer 8. Element name does not appear as a hyperlink The Element name in System Status, Cluster Status does not appear as a hyperlink. For the Element name to appear as a hyperlink, two conditions must be met: The name of the element must be available. The FQDN of the element must be available and expressed as hostname.companyname.com. For example, if the hostname of the server is mas101, then the FQDN would be mas101.lab.avaya.com. Troubleshooting 3 Dec

26 Element Manager Make sure the FQDN is expressed as hostname.companyname.com. 26 Troubleshooting 3 Dec 2010

27 Chapter 6: Delivery This section provides details, possible causes, and solutions for common issues and error messages that relate to delivery. Simple Mail Transport Protocol (SMTP) Mail Delivery is not working on page 27 Simple Mail Transport Protocol (SMTP) Mail Delivery is not working Recorded conferences or expected s are not delivered as expected. Configuration, provisioning, or SMTP server availability are the typical causes for this symptom. Network security settings are preventing access to the SMTP server. Each of the following solutions can resolve this problem. Ensure that an SMTP server address is configured for the service in question. You can configure these settings on the provisioning system connected to the Avaya MS. In some cases, each user must have a destination address provisioned and saved to the Avaya MS. Ensure that the network settings allow the Avaya MS access to the SMTP server configured as the server. Check for firewalls and other security settings. Ensure that the SMTP server address configured refers to a valid in service mail server. Troubleshooting 3 Dec

28 Delivery 28 Troubleshooting 3 Dec 2010

29 Chapter 7: Emergency recovery trees This section provides the procedures to recover from field outages as quickly as possible. In-service Avaya MS rejects calls recovery tree on page 29 Nodal license is not working recovery tree on page 31 Cannot access Element Manager recovery tree on page 32 In-service Avaya MS rejects calls recovery tree Use the following recovery tree when an in-service Avaya MS rejects calls. Troubleshooting 3 Dec

30 Emergency recovery trees Figure 1: In-service Avaya MS rejects calls recovery tree 30 Troubleshooting 3 Dec 2010

31 Nodal license is not working recovery tree Nodal license is not working recovery tree Use the following recovery tree when the nodal license is not working. Figure 2: Nodal license is not working recovery tree Troubleshooting 3 Dec

32 Emergency recovery trees Cannot access Element Manager recovery tree Use the following recovery tree when you cannot access Element Manager. Figure 3: Cannot access Element Manager recovery tree 32 Troubleshooting 3 Dec 2010

33 Chapter 8: Media This module provides details, possible causes, and solutions for common issues and error messages that relate to Media issues. Digit collection issues and login failures on page 33 Unsupported Codec when calling Avaya MS on page 34 Digit collection issues and login failures Users are unable to log on to Avaya MS services because of problems occurring with digit collection. If the client is connecting to the Avaya MS through a PSTN or other form of internet gateway device; then that device must be configured to properly translate digits to the format it negotiates with the Avaya MS. You can use three digit signaling formats: Inband DTMF tones, RFC 2833 telephone events, and SIP INFO digits. Both the client and the gateway device must communicate digits according to the methodology that they signal to the Avaya MS and they must use only that methodology. If necessary, collect SIP messaging to resolve the nature of digit communication between the client, gateway, and Avaya MS. In some cases (as with conferencing), users can feedback digits into the conference through their microphone. These digits carry into the conference and are detected as conference controls. For example, during a conference a user dials a number on a nearby speakerphone, which is not involved in the conference, and those digits carry into the conference. When users report digit collection issues, ask about their client type and surroundings to identify the cause of any unexpected conference behaviors. Similarly, some gateways that translate inband digits into events (such as telephone-event or INFO digits) fail to completely clamp the received tones. These tones are heard by the Avaya MS and can trigger unexpected behavior. Configure the appropriate mode of digit transport from the clients and/or gateways for your installation. Troubleshooting 3 Dec

34 Media Some adjustments can be required on any digit translating gateway device to fully clamp inband DTMF tones. Unsupported Codec when calling Avaya MS The Avaya MS rejects incoming calls and indicates there is no supported codec. When the Avaya MS is configured for SECURITY ENFORCED mode, it does not accept calls from clients offering insecure media. If the intent is to allow these calls, use the BEST EFFORT security policy. 1. In Element Manager, navigate to System Configuration, Media, Media Security. 2. Select BEST EFFORT for the Security Policy mode. If the security settings are not the cause; then the session incoming to the Avaya MS is not offering a supported audio codec. 34 Troubleshooting 3 Dec 2010

35 Chapter 9: Security This module provides details, possible causes, and solutions for common issues and error messages that relate to Security. For additional information about security, see Avaya Media Server Administration and Security, NN TLS connection issues on page 35 TLS connection issues This topic describes various errors or problems that relate to establishing Transport Layer Security (TLS) connections. Any of the following items can cause TLS connection issues. Certificates on either side of the attempted connection are expired. Trust Anchor configuration incomplete. TLS change made that requires an Avaya MS Restart to take effect. All nodes in a cluster are not TLS enabled. IP address of the server was changed. Configuration is incomplete. A backup file containing expired certificates of improper TLS configuration settings was restored. Many configuration items are required for proper TLS setup in an Avaya MS cluster. Refer to the proper Security configuration documents and ensure that all settings are implemented correctly. Some common solutions follow: Ensure certificates on either side of the attempted connection are not expired. Ensure the Trust Anchor is in the Trust Store on all cluster nodes. Troubleshooting 3 Dec

36 Security Some TLS changes require an Avaya MS Restart to take effect. In these cases, a message appears indicating a restart is required. Only performing a restart enables the desired configuration in these cases. Ensure that all nodes in a cluster are TLS enabled for every interface. When the IP address of a server changes, new certificates may be required if subject alt name is used. For information about configuring TLS, see Avaya Media Server Commissioning, NN A restoration of a backup file contains expired certificates or improper TLS configuration settings relate to the current cluster require that had the TLS and/or securities settings are configured correctly. 36 Troubleshooting 3 Dec 2010

37 Chapter 10: SIP This module provides details, possible causes, and solutions for common issues and error messages that relate to Session Initiation Protocol (SIP). Calls rejected with reason 403 Use Proxy on page 37 Calls redirected with reason 305 Use Proxy on page 37 Calls rejected with reason 403 Use Proxy Calls to the Avaya MS do not complete and are rejected with reason code 403 Use Proxy. Avaya MS generates an event titled Default proxy not provisioned. Reject call from with 403. SIP trusted nodes are not defined. Ensure that the node is configured as trusted. 1. In Element Manager, navigate to System Configuration, Signaling, SIP. 2. Under Trusted Nodes, ensure that the proxy IP address the client uses is configured as trusted. 3. If the proxy IP address is not configured as trusted, add the proxy to the trusted nodes list. Calls redirected with reason 305 Use Proxy Calls to the Avaya MS do not complete and are redirected to the configured default outgoing proxy with reason code 305 Use Proxy. Troubleshooting 3 Dec

38 SIP Calls can be rejected with the 305 Use Proxy reason code because SIP trusted nodes are not defined. To resolve the 305 Use Proxy error, do the following: 1. In Element Manager, navigate to System Configuration, Signaling, SIP, Trusted Nodes. 2. Ensure that the proxy IP address used by the client is configured as trusted. 3. Click on Add SIP Trusted Node button to add the proxy IP address as trusted. For more information about adding SIP Trusted Nodes and SIP routes, see Avaya Media Server Commissioning, NN Troubleshooting 3 Dec 2010

39 Chapter 11: SNMP This module provides details, possible causes, and solutions for common issues and error messages that relate to Simple Network Management Protocol (SNMP). Avaya MS alarms do not appear on Element Management on page 39 Avaya MS alarms do not appear on Element Management SNMP Traps are not posting to the monitoring system management servers. There can be three possible causes. Network problems Network problems can cause alarms not to appear in Element Manager. SNMP Service is not started on Avaya MS If the SNMP service is not started on the Avaya MS, alarms do not appear in Element Manager. SNMP Community string mismatch An SNMP community string mismatch can cause alarms not to appear in Element Manager. Troubleshooting 3 Dec

40 SNMP Each solution addresses a possible cause. Confirm no Network problems 1. Verify that the monitoring system can ping the Avaya MS. 2. If the ping fails, troubleshoot the network connection between the monitoring system and the Avaya MS Check SNMP Service 1. Verify that SNMP is running on the Avaya MS. 2. Go to Windows Services, SNMP and verify that the current status is Running. 3. If SNMP is not running, start it and set the startup mode to Automatic. Check SNMP Community String 1. Check the community string as configured on the monitoring system. 2. Check the community string configured on the Avaya MS. Go to Windows Services, SNMP. Right click Properties, Security tab. 3. If the settings do not match, change one setting to match the other. 40 Troubleshooting 3 Dec 2010

41 Chapter 12: Unified Communications Management This section provides details, possible causes, and solutions for common issues and error messages that relate to Unified Communications Management (UCM). Server Error on UCM pages when using 3-tier Domains in FQDN - xxx.avaya.com.uk on page 41 Problems logging on to Element Manager/UCM for the first time after an Avaya MS installation on page 42 An item CND appears as Failed at the last step of UCM initial security configuration on page 44 Problems logging on to Element Manager when the server is in a UCM primary-member-backup configuration on page 44 Problems logging on to Element Manager with the local-login link and an emergency account other than MASAdmin on page 45 The Access Denied page appears after logging into Element Manager on a UCM member server on page 47 Logs task not in Tools summary page on Backup server on page 48 JavaScript error occurs on the User Roles page on page 48 Element description saved incorrectly on page 49 Resetting an Expired Password on page 49 The Common Network Directory service fails to initialize during Security Configuration on page 50 Invalid certificate warning on page 51 Kerberos authentication error on page 52 Failure to configure UCM backup security server to CS 1000 on page 52 Other issues on page 53 Server Error on UCM pages when using 3-tier Domains in FQDN - xxx.avaya.com.uk After you install and configure the Unified Communications Management (UCM) security server, UCM pages such as the policy page do not open but give a Server Error. In addition, the logout link does not work; it redirects you back to the Element List in the Navigator. Troubleshooting 3 Dec

42 Unified Communications Management UCM incorrectly sets the single sign-on (SSO) cookie domain because the configured FQDN is a 3-tier domain ending in a country code. For example, if the FQDN is hostname.avaya.com.uk, UCM incorrectly sets the SSO cookie domain to.com.uk, which most browsers reject. To resolve this problem, do the following: 1. Open a Firefox 2.x web browser. 2. In the Firefox 2.x web browser, log on to UCM as normal. UCM works correctly because Firefox 2.x does not block the cookie. 3. On the navigation menu, click Security, Policies. 4. In the Single Sign-on Cookie Domain pane, click Edit. 5. On the Edit Domain Name page, in the Single Sign-on Cookie Domain list, select the proper domain. For example, if the FQDN is avaya.com.uk, UCM selects com.uk by default. However, you must select avaya.com.uk in the Single Sign-on Cookie Domain list instead. 6. Click Save. All browsers types such as IE 6.0, 7.0 and Firefox 3.x now work correctly. Problems logging on to Element Manager/UCM for the first time after an Avaya MS installation You cannot log on to Element Manager/Unified Communications Management (UCM) for the first time after you install the software. You cannot log on to Element Manager/UCM for the first time after you install the software because the default user account (MASAdmin) does not exist or is not set up properly. 42 Troubleshooting 3 Dec 2010

43 To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Computer Management. 3. On the Computer Management page, click System Tools, Local Users and Groups, Users. 4. If the Users folder does not include the MAS Admin user in the right pane, right-click the white area of the screen, and then select New User on the shortcut menu. OR If the Users folder includes the MAS Admin user, go to step 7 on page In the New User dialog box, fill in the information as required. 6. Click Create. 7. On the Computer Management page, double-click MAS Admin. 8. Select the Member Of tab. 9. If the Member of box does not include the Administrators group, click Add. OR If the Member of box includes the Administrators group, go to 17 on page In the Select Groups dialog box, click Object Types. 11. In the Object types box, select the Groups check box, and then click OK. 12. Click Locations. 13. Select the option for your MAS, and then click OK. 14. In the Enter the object names to select box, type Administrators. 15. Click Check Names. 16. Click OK. 17. On the MAS Admin Properties dialog box, click OK. 18. Close the Computer Management page. 19. Click the Windows Start button. 20. Point to Control Panel, Administrative Tools, Services. 21. In the right pane, right-click Avaya JBoss Service, and select Restart on the shortcut menu. 22. After the restart, wait for 3-5 minutes, and then try to access Element Manager again. Troubleshooting 3 Dec

44 Unified Communications Management An item CND appears as Failed at the last step of UCM initial security configuration After installation, during the last step of Unified Communications Management (UCM) initial security configuration, the system displays the Common Network Directory (CND) as Failed. Potential Causes Something goes wrong in the related certificate or Lightweight Directory Access Protocol (LDAP) on the local server. To resolve this problem, perform a Clean Install of the software, as follows: 1. Optionally, back up your service data. For information about the backup and restore procedure, see Avaya Media Server Administration and Security, NN Take note of your Avaya MS Configuration data on Element Manager. 3. Uninstall the Avaya MS platform, ensuring that you deselect the Preserve Data check box during the uninstall. 4. Install the new Avaya MS load. 5. Optionally, restore the backed-up service data. 6. Configure settings as required on the Avaya MS console. Problems logging on to Element Manager when the server is in a UCM primary-member-backup configuration You cannot log on to Element Manager when the UCM primary and/or backup server is not available. 44 Troubleshooting 3 Dec 2010

45 The configured security servers are not available. To resolve this problem, do the following: 1. Open a web browser. 2. Enter the link in the following format: where: FQDN is the FQDN of the server you want to access. SSL_PORT is the port configured in JBoss for SSL connections. The default is For example, 3. On the local logon page, type your emergency account credentials. You can use any UCM emergency account you have created. Avaya does not deliver an OS configured with a default account (that is MASAdmin). Any references, if found, is invalid. 4. Click Login. 5. Click Local Administration. Important: You can only manage the local server by this approach. Problems logging on to Element Manager with the locallogin link and an emergency account other than MASAdmin You cannot log on to Element Manager using the local-login link and an emergency account other than MASAdmin. Troubleshooting 3 Dec

46 Unified Communications Management The emergency account is not a member of the Administrators group. To resolve this problem, do the following: 1. Click the Windows Start button. 2. Point to Control Panel, Administrative Tools, Computer Management. 3. On the Computer Management page, click System Tools, Local Users and Groups, Users. 4. If the Users folder does not include the user id of the corresponding emergency account, in the right pane, right-click the white area of the screen, and then select New User on the shortcut menu. OR If the Users folder includes the user id of the corresponding emergency account, go to step 7 on page In the New User dialog box, fill in the information as required. 6. Click Create. 7. On the Computer Management page, double-click the name of the corresponding emergency account. 8. Select the Member Of tab. 9. If the Member of box does not include the Administrators group, click Add. OR If the Member of box includes the Administrators group, go to 17 on page In the Select Groups dialog box, click Object Types. 11. In the Object types box, select Groups, and then click OK. 12. Click Locations. 13. Select the option for your Avaya MS server, and then click OK. 14. In the Enter the object names to select box, type Administrators. 15. Click Check Names. 16. Click OK. 17. Click OK. 46 Troubleshooting 3 Dec 2010

47 The Access Denied page appears after logging into Element Manager on a UCM member server 18. Close the Computer Management page. 19. Click the Windows Start button. 20. Point to Control Panel, Administrative Tools, Services. 21. In the right pane, right-click Avaya JBoss Service, and select Restart on the shortcut menu. 22. After the restart, wait for 3-5 minutes, and then try to access Element Manager again. The Access Denied page appears after logging into Element Manager on a UCM member server After you log on to Element Manager on an Unified Communications Management (UCM) member server, you see the Access Denied page even though you have the proper permission(s). The time difference between UCM servers (primary, backup, and member) is more than 10 minutes. To resolve this problem, do the following: 1. Go to the UCM servers (primary, backup, and member) and check the clocks on each server. 2. If the time difference between the clocks on the servers is greater than 10 minutes, change the clocks to ensure that they are within 10 minutes. Important: UCM does take timezone difference into account. For example, the clocks are set as follows: UCM Primary Server: 4:10 AM, Sep 1, 2008 (Eastern Time, US & Canada) ==> 9:10 AM, Sep 1, 2008 (UTC) UCM Member Server: 1:25 AM, Sep 1, 2008 (Pacific Time, US & Canada) ==> 9:25 AM, Sep 1, 2008 (UTC). With these clock settings, users see an Access Denied message when they log on to Element Manager on the UCM member server because the time difference is more than the allowed 10 minutes (after the times are converted to UTC). To resolve the problem, change the clock on the member server to 1:10 AM, Sep 1, 2008 (Pacific Time, US & Canada). After the change, the clocks become: UCM Primary Server: 4:10 AM, Sep 1, 2008 (Eastern Time, US & Canada) ==> 9:10 Troubleshooting 3 Dec