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Alcatel-Lucent OpenTouch R1.x Troubleshooting guide

TG0064

146/182

Ed.15 / June 2013

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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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