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Alcatel-Lucent OpenTouch R1.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. Calling number is ringing

Table of Contents

Default Chapter1
- Table of Contents1
1 Overview15
2 History15
3 Documentation to Check16
- Technical Communication to Check16
- Get the Version17
4 Deployment and Repair17
- Server Deployment17
- Virtual Machine19
- VM Converter DCS23
5 Dns Dhcp Time os Language24
- Change the DNS Local to External DNS24
6 Backup/Restore26
- Restoring the Empty Database26
- Trace Savedata Restoredata26
- No Way to Restore Open Touch Data "Save/Restore Is Running26
- No Way to Restore Open Touch Data : Otbr.sh Failed26
- No Way to Restore Open Touch Data : Otbr.sh Failed for Zip Archive26
- Error When Restore the Data Windows27
- How to Access to the Inactive Partition28
7 Remote Access29
- Remote Access to Management VM29
  - How to Check Another User Is Having a Remote Desktop Session on the 8770 Server29
8 Log File31
- How to Enable and Get Log Files of Servers31
- How to Get the 8770 Log Files33
- How to Get the VHE Log Files34
9 Wireshark35
- Know the Available Space35
- Do Not Update Packet List in Real Time35
- Stop after a Defined Capture Size35
- Ring Buffer Capture36
- Tshark Usage37
- Other Advices37
10 Licensing38
- License File Location38
- Maintenance38
  - Lmutil38
- Logs38
  - Flexlm38
- Install a New License39
- Keywords in Log Files39
  - Chameleon Logs39
- Otms39
- Otbe40
- Otms-V41
  - OTMS-V Using Embedded Flexlm License Server41
  - OTMS-V Using External Flexlm License Server (Virtual Image / Flexera)41
- Otbe-V41
- Uses Cases41
- Licenses Description44
11 Maintenance45
- Open Touch Services45
  - How to Know if the System Is OT or OTBE46
- Install the CME on Windows 746
- Sosreport46
- Pgadmin46
- 8770 : Software Overview50
- Access to Opentouch52
  - 8770 Access to Opentouch Configuration52
  - 8770 Access to Oxe Configuration53
  - 8770 For Package Deployment54
- Logs Setting54
  - To Collect Logs54
  - To Setup Logs 8770 Client55
  - Main Logs Description55
- Patch Installation55
- Messages Flow55
- Trigger Email Sending or Script Execution on some Alarms56
  - OT 8770 SNMP Principles61
- Interchange between OT and 877062
- Use Cases66
  - 8770 Setup from DVD Request "Please Insert the Disk 166
  - 8770 Ice Account Password Lost66
  - 8770 No Access to the Remote Console66
  - No Access to 8770 Admin after Upgrade66
  - Change the 8770 Password66
  - Vital Suite Not Started Default Mysql DBA66
  - Installation Stopped Due to Request Ldap to be Stopped66
  - Mysql Not Accessible by 8770 Application66
  - Access to 8770 Authentication Failed67
  - 8770 Installation Failed Http Port 80 Detected as Already in Use67
  - Error Message « Remote Exception67
  - Error Message "Remote Exception from OT : Template ID Cannot be Null67
  - Service Temporarily Unavailable67
- New Opentouch Administrator Does Not Work67
- No Way to Synchronize New Oxe68
- No Way to Manage Oxe68
- Error Message « Cmsexception68
- Error Message « Error-Bad-Parameter-Value68
- Error Message "The Amount of Links between Users and Devices Is Greater than 068
- No Way to Save the Opentouch Data to 877069
- Windows Remote Desktop Configuration69
- No Way to Create an Opentouch User69
- Oxe User Creation Error Message "Invalid URL Format69
- Oxe User Not Properly Create with UUM69
- OXE Profile Not Available on UUM OTMS70
- 8770 Error:connection Failed:reconnect When Adding OT Profile to Oxe User or Creating OT User70
- UUM Error "Failed to Retrieve User: Connection Reset70
- Synchro 8770/ICE Returns ''String Null'' and ''NULL'' Instead of Version70
- Creation of an User (OT or Oxe) no Profile and Site Displayed70
- When Creating an Opentouch User Via the UUM, the "Oxe Profile Name" List Box Is Empty71
- 8770 Oxe User Creation by Mgr Not Reported73
- No Way to Create a New User : Unexpected Error: Number 'XXX' Overlap74
- When Creating Oxe User Thru UUM : Invalid Parameter74
- No Way to Install 8770 on Windows 774
- OTBE >= 1.1.000.060 Attempt Update 8770 from Host Fails74
- User Module Fails to Open after Silent Update (Used by OT >= 1.1 to Update 8770 from Host)74
- How to Download 8770 Client under Windows775
- 8770 Web Directory : Not Possible to Choice the Language75
- Call from the 8770 Web Directory Does Not Working (Stap Feature)75
- No Way to Backup OT from 8770 Savedata Appliwin Failed75
- 8770 Performance Application Opens with Error75
- Performance Error "Grapher Programm" and "Unauthorized User: User Adminnmc: Invalid Login76
- Performance "Internal Server Error76
- Performance no Data Received76
- SNMP Access Credential on 8770 for Opentouch77
- SNMP V3 Decoding with Wireshark77
- How to Test SNMP 8770 Client78
  - OT SNMP Sent Trap Without 8770 Answer81
  - SNMP Oms.log Timout on Sending81
  - 8770 SNMP Proxy Does Not Propagates the Trap to Hypervisor81
  - 8770 PKI Administrator Page Can Not be Displayed82
  - De Associated SIP Device Not Seen in Unallocated Device82
  - Oxe User Seen Two Time in UUM82
13 Acs83
- ACS : Software Overview83
  - Myteamwork Services/Servers83
  - The Connections83
- Logs Setting83
- Messages Flow86
- Federation of ACS87
- Example of French das Rule and Phone Formatting Rule90
- Use Cases90
- How to Check if ACS Installation Status and Solution if Incomplete95
14 Myic Desktop101
- Myic : Software Overview101
  - Myic101
  - The Connections101
- Configuration101
- Logs Setting102
- Upgrade104
- Messages Flow104
- Use Cases105
15 Myic Desktop Plugin118
- Prerequisites118
- Log Setting118
- Use Case118
16 Voice Mail Local Storage122
- Architecture122
- Logs Setting122
- Use Cases122
17 Opentouch Directory (Udas, Ldap127
- Search Principle127
- Troubleshooting129
- Investigation Examples136
  - OXE Objects Not Displayed as Search Result on VHE or Myic Desktop136
- Use Cases140
  - No Acapi Connection140
  - UDAS Search on 8082 Phone Does Not Search the OXE Users141
18 Call Back143
- Glossary143
- Limits143
- Configuration143
- Components143
- Logs143
- Use Cases144
  - Working144
- Call Flow Example144
19 Security Certificates147
- Use Cases147
20 Maintenance Tools153
- Filesystems153
- Server Hardware Performance155
- Server Load155
- Memory Load157
  - Free - Physical Memory and Swap Status157
- Licensing159
  - Lmutil - Flexlm Utilities159
- System Information Collection159
- Openssl - Certificate Verification160
- Crontab - Task Scheduler160
- Egrep - Generic Log File Analysis160
21 Oxe162
- Software Overview162
- Access to OXE Configuration162
- Configuration162
  - Example162
- Logs Setting163
  - To Setup Logs163
- Use Cases164
22 Myic Phone Vhe167
- Architecture167
  - Software Description167
- Log Setting167
- Use Case170
23 Manager / Assistant178
- Debug Lion Component (Manage the Mode)178
- Debug on VHE178
- Presence Issue178
  - Presence on Manager Side178
  - Presence on Assistant Side179
- Use Cases180
  - How to Get the White List of a Set180
  - Assistant Can Not Transfer a Call to Boss from Her DECT180
24 Voice Application181
- AA Automatic Attendant181

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