Page 1: Table Of Contents
TROUBLESHOOTING GUIDE No. TG0064 Ed. 15 OpenTouch Nb of pages : 182 Date : june 2013 SUBJECT : Alcatel-Lucent OpenTouch R1.x Troubleshooting guide CONTENTS OVERVIEW ................15 HISTORY .................. 15 DOCUMENTATION TO CHECK ..........16 Technical communication to check ............16 3.1.1...
Page 2 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 VM Converter DCS ................
Page 3 How to get the 8770 log files..............33 How to get the VHE log files ..............34 WIRESHARK ................35 Know the available space ..............35 Do not update packet list in real time ........... 35 Stop after a defined capture size ............35 Ring buffer capture ................
Page 4 12. 8770 ..................50 12.1 8770 : Software overview ..............50 12.2 Access to OpenTouch ................52 12.2.1 8770 access to OpenTouch configuration ............ 52 12.2.2 8770 access to Oxe configuration ..............53 12.2.3 8770 for package deployment ..............54 12.3 Logs setting ..................
Page 5 12.7.30 Creation of an user (OT or Oxe) no profile and 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...
Page 6 12.7.49 OT SNMP sent trap without 8770 answer ............ 81 12.7.50 SNMP oms.log timout on sending ............... 81 12.7.51 8770 SNMP proxy does not propagates the trap to hypervisor ....81 12.7.52 8770 PKI administrator page can not be displayed ........82 12.7.53 De associated SIP device not seen in Unallocated device ......
Page 7 13.6.20 MTW no telephone number in email invitation ........... 94 13.6.21 MTW add contact window does not appear ..........94 13.6.22 Call from MTW does not use the PC ............95 13.6.23 MyIC Phone cannot use DTMF in ACS conference ........95 13.6.24 Script to add contacts in myTW user ............
Page 8 15.1 Prerequisites : ..................118 15.2 Log setting ..................118 15.3 Use case .................... 118 15.3.1 OpenTouch extension outlook 2007 disabled ........... 118 15.3.2 No Outlook Extensions start button in Outlook 2007 ........ 119 15.3.3 OpenTouch extension outlook ..............119 15.3.4...
Page 9 No way to get VMLS of an Oxe user forwarded ........125 16.3.17 VMLS play “You are not granted to access this application” ...... 125 17. OPENTOUCH DIRECTORY (UDAS, LDAP…) ......127 17.1 Search principle ................. 127 17.1.1 Directories types ..................128 17.1.2...
Page 10 17.4.1 No acapi connection .................. 140 17.4.2 UDAS search on 8082 phone does not search the OXE users ....141 18. CALL BACK ................143 18.1 Glossary ..................... 143 18.2 Limits ....................143 18.3 Configuration ..................143 18.4 Components ..................143 18.5 Logs ....................
Page 11 OpenTouch server ..................... 165 21.5.5 ICM user aren’t reachable from attendant on OXE ........165 21.5.6 OpenTouch PSTN outgoing calls to GSM leads to SIP error 502 ....165 21.5.7 Call to mobiles are cut ................165 21.5.8 OpenTouch blind transfer 8082-IPTouch MyIC Phone call flow fail ... 165 21.5.9...
Page 12 22.2 Log setting ..................167 22.2.1 Wireshark to read MyIC Phone OpenTouch exchanges ......167 22.2.2 Mirror the MyIC Phone port to the MyIC Phone PC Port ......167 22.2.3 Curl code display on set ................168 22.3 Use case .................... 170 22.3.1...
Page 13 22.3.33 MyIC Phone Voice Mail password is locked ..........175 22.3.34 How to access to particular keyboard character ........175 22.3.35 No way to make receive call on MyIC Phone ..........175 22.3.36 MyIC Phone slow down ................176 22.3.37 When off hook the Bluetooth hand set the call is put on hold ....
Page 14 14/182...
Page 15: Overview
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Overview This document describes the maintenance procedures and troubleshooting, which may be done in OpenTouch. Please verify that you get latest version OpenTouch Trouble shooting guide document (TG0064) at: https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00052949 HISTORY Edition 01: Creation of the document...
Page 16: Documentation To Check
OpenTouch 1.0 Preventive Maintenance TC1625 OpenTouch server cold hard disk image cloning with CloneZilla TC1629 Alcatel-Lucent OpenTouch R1.0 : OmniTouch 8400 ICS and OpenTouch on the same OXE OpenTouch™ (OTBE & OTMS) remote connection possibility description TC1632 TC1635 Migration from BiCS to Open Touch TC1636 Command BICS R2 Vs OTBE R1.0...
Page 17: Associated Trouble Shooting Guides
Mobility Troubleshooting Guide for OmniPCX Enterprise / ICS / OpenTouch TG0065 My IC Phone OT 8082 Troubleshooting Guide Get the version The versions of the components are stored in a version.txt file located in /opt/Alcatel-Lucent : ------------------------------ Product : OpenTouchâ„¢ Business Edition 1.0 Version : 1.0.005.000...
Page 18: How To Relaunch A Deployment Wizard
$BICS_DATA_HOME In /var/log/ICE/InstallLog/main_setup.log file : Error:/var/data/bics/data.xml (No such file or directory) 4.1.6 Deployment tool how to set root password 4.1.7 How to uninstall an OpenTouch hotfix For OT server : Insert the original DVD of the OT TG0064 18/182...
Page 19: Ip Address Conflict
- brief does not restart Diagnosis : before to restore it you can apply the operating mode First of all try this : On OpenTouch host, log as root #cd /mnt/virtualmachines/images Stop the virtual machines. if possible by the dedicated controls : oxe_cmd stop / management_cmd stop / /usr/kvm/vmConverter_cmd...
Page 20: Redeployment Vm Management R1.0X
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide virsh undefine vmOXE virsh undefine vmManagement virsh undefine vmConverter re-define again the virtual machine : virsh define /mnt/virtualmachines/images/vmOXE.xml virsh define /mnt/virtualmachines/images/vmManagement.xml virsh define /usr/kvm/vmConverter then via the virt-manager : Run the virtual machine 4.2.4 Redeployment VM management R1.0x Stop the vmManagement $BICS_HOME/bin/management_cmd forcestop Delete the old vmManagement file : rm /var/lib/libvirt/images/vmManagement.img...
Page 21: Management_Cmd Updatekey Ask For Key Replacement
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 4.2.6 management_cmd updatekey ask for key replacement Symptom : after replacing VM 8770 and launching management_cmd updatekey I got : The authenticity of host '10.151.1.30 (10.151.1.30)' can't be established. RSA key fingerprint is 0d:bb:11:83:49:08:be:b2:8c:b0:7d:59:64:6a:6e:06. Are you sure you want to continue connecting (yes/no)?
Page 22 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Impact : backup from host, update OTBE to next OT version 4.2.9.1 How to repair the ssh Create a bat file with the following content : set install_dir=C:\"Program Files (x86)"\ICW cd %install_dir%\etc IF EXIST group.pre400 ( rename group.pre400 group...
Page 23: Rebuild System Failed Save_Restore: Error: [1] - Key "Svsuffix
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide • Check if a public key is defined in root account using the command “ls ~root/.ssh”. You must see the files id_rsa and id_rsa.pub. If it’s not the case, under account root, use command : “ssh-keygen –t rsa” to generate the private and public keys.
Page 24: Vm Converter Installation Failed
DNS server in OT does not send DNS queries to DNS forwarders if the domain of the query corresponds to the domain of OpenTouch. Queries to names supported by OT (OXE, 8770) will be resolved, but not others names in the domains in the network because, in this configuration, only OT definition of domain is interrogated.
Page 25: Linux Debian Used As Dhcp Server
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide It is possible to use a name of domain completely different from uses on network. But it is more useful to define a sub-domain of network domains. If there are sub-domains in network, it can be a sub-domain of this sub-domain.
Page 26: Backup/Restore
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide LC_TIME="en_US.UTF-8" LC_COLLATE="en_US.UTF-8" LC_MONETARY="en_US.UTF-8" LC_MESSAGES="en_US.UTF-8" LC_PAPER="en_US.UTF-8" LC_NAME="en_US.UTF-8" LC_ADDRESS="en_US.UTF-8" LC_TELEPHONE="en_US.UTF-8" LC_MEASUREMENT="en_US.UTF-8" LC_IDENTIFICATION="en_US.UTF-8" LC_ALL= Backup/Restore Content removed as duplicated with OTMS & OTBE administration manual content and the TC1634. Please refer to them for details. Restoring the empty database In case of a database corruption, it is sometimes necessary to reinitialize the database.
Page 27: Error When Restore The Data Windows
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide =================================================================== > --- The type of restore operation is LOCAL --- > --- The restore operation will be start in 1 seconds --- > No save was found. > Can't find any archive in > /opt/Alcatel-Lucent/serviceability/backup/save/bics/save/datasave/host.
Page 28: How To Access To The Inactive Partition
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide if %errorlevel% gtr 0 ( netsh advfirewall firewall add rule name="Open port 22" dir=in action=allow protocol=TCP localport=22 cd C:\ How to access to the inactive partition Mount points must be mounted for all partitions from inactive partition you need :...
Page 29: Remote Access
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Remote access Remote access to management VM To authorize the remote access to windows : 7.1.1 How to check another user is having a remote Desktop session on the 8770 server On Windows 2008 Launch Administrative tool > Remote Desktop Services > Remote Desktop Services Manager...
Page 30 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 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 Window does not end session Here how to log off properly...
Page 31: Log File
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Log file How to enable and get log files of servers 8.1.1 DLA (Dynamic Logs Activation) The DLA tool allows to enable/disable and collect the logs depending of the feature which is needed to investigate.
Page 32 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide You have chosen to modify the log level of the "Communication Log" feature What do you want to do ? 1) Choose a new log level 2) Reset the log level to the system default value...
Page 33: To Enable The Log Files
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Logzippper To get the log files in R1.0x : $LOGZIPPER_HOME/Logzipper.bin /var/backup To get the log files in R1.1 : $LOGZIPPER_HOME/Logzipper.bin /var/backup 8.1.2 To enable the log files To enable : R1.0x : /opt/Alcatel-Lucent/loglevel/loglevel.sh logger=* component=cms level=debug R1.1 : /opt/Alcatel-Lucent/oamp/loglevel/loglevel.sh logger=* component=cms...
Page 34: How To Get The Vhe Log Files
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide \8770\performance\VSCommon\Webroot\logs \8770\SunOne\slapd-8770\logs \8770\data\data\<ServerName>.err c:\temp\log How to get the VHE log 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 :...
Page 35: Wireshark
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Wireshark Wireshark is a software that captures network packets and can store them on disk. In order to avoid filling the partitions on the hard drive and thus crashing the system, here is a best practice about managing the capture files disk usage.
Page 36: Ring Buffer Capture
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Ring buffer capture The ring buffer capture consists in writing 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.
Page 37: Tshark Usage
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Tshark usage Tshark is the command line version of wireshark. As it doesn’t have graphical interface, it cannot keep the packets in memory. Thus, the memory over commitment we can encounter with wireshark cannot be seen with tshark which makes it the best option for long run captures.
Page 38: Licensing
(Total of 9999 licenses issued; Total of 9999 licenses in use) "tserver_sdn" v8.0, vendor: genesys.d floating license SIPServer_1 tsse041.fr.alcatel-lucent.com /dev/tty (v8.0) (tsse041/27000 138), start Tue 2/19 15:33, 9999 licenses Users of gvp_ports: (Total of 100 licenses issued; Total of 0 licenses in use) Users of gvp_tts_ports: (Total of 60 licenses issued;...
Page 39: Install A New License
This means FEATURE PCXTYPEALCFIRM 1.0 31-dec-2011 1 SIGN="0168 \ is missing in license file 10.6 OTMS The OpenTouch OfferID.ice license contains the @MAC of the OpenTouch server as well the 8770 handle SERVER hostname 68b599741af4 27000 The OXE license contains the Handle 4760.
Page 40: Otbe
Copyright (c) 1989-2007 Macrovision Europe Ltd. and/or Macrovision Corporation. All Rights reserved. The FLEXnet host ID of this machine is "FLEXID=9-4c0ef9ed" The OpenTouch .ice license file contains 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...
Page 41: Otms-V
OTMS-V 10.8.1 OTMS-V using embedded Flexlm license server An USB dongle is plugged to the ESXi server hosting the OpenTouch virtual image. This host USB port must be logically associated to the OTMS virtual image. Same commands that for OTBE can be used.
Page 42: No Sip Trunk Created Or No Free Channel
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 10.10.2 No SIP trunk created or no free channel Symptom : after OTBE installation and when creating the SIP trunk the system retrun no free channel Diagnosis : the paramao3 of the oxe/usr”/mao/hardware.mao is not enough provisionned...
Page 43: Error Message Wrong Cpu-Id
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 13:18:02 (ALCFIRM) Disabling 1 license from feature K2(03CC 0556 B9F3 30AB ) 9-26EE48F7 is the dongle Id read by the license server (this is the identifier of the dongle which is currently plugged into the USB port of the server) 9-07a519bb is the dongle Id expected by the license server (this is the dongle Id specified in the .k2 license...
Page 44: Licenses Description
(genesys.d) OUT: "mlsnmp" SolutionControlServe@tsse041.fr.alcatel- lucent.com ECCSTART Keep-alive mechanism between flex server and flex (ALCFIRM) OUT: "ECCSTART" clients root@tsse041.fr.alcatel-lucent.com ICE_RELEASE OpenTouch release. (eg. 3 for OT R1.2) (ALCFIRM) ICE_RELEASE ICE ICE_BUSINESS_COM Access to OpenTouch communication services for (ALCFIRM) OUT: MUNICATION users "ICE_BUSINESS_COMMUNICATION" ICE_OXE_ACU_USER...
Page 45: Maintenance
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide ICE_USER_DEVICE_A Total number of devices that can be associated to the (ALCFIRM) ICE_USER_DEVICE_ASSOCIATION SSOCIATION total of users (1000 for OTBE 500, 3000 for OTBE1500 and OTMS ICE_MESSAGING Users access to voice mails services. UM or LS...
Page 46: How To Know If The System Is Ot Or Otbe
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide ACS to CMS gateway status [ OK ] Usage: /etc/init.d/acs2cmswdogd {start|stop|restart|reload} ACS to CMS gateway status [ OK ] … 11.1.1 How to know if the system is OT or OTBE To check installation type, if file /root/.bootcd_option_ao with content product=aonfs then OTMS or file /root/.bootcd_option_bics with content product=bicsnfs then OTBE...
Page 47 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide R1.0=5432 R1.1=5433 cms_pwd Ed.15 / June 2013 47/182 TG0064...
Page 48 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide File / exit Launch again the tool : pgAdmin TG0064 48/182 Ed.15 / June 2013...
Page 49 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Ed.15 / June 2013 49/182 TG0064...
Page 50: 8770 : Software Overview
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 12. 8770 12.1 8770 : Software overview TG0064 50/182 Ed.15 / June 2013...
Page 51 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Ed.15 / June 2013 51/182 TG0064...
Page 52: Access To Opentouch
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 12.2 Access to OpenTouch 12.2.1 8770 access to OpenTouch configuration TG0064 52/182 Ed.15 / June 2013...
Page 53: 8770 Access To Oxe Configuration
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 12.2.2 8770 access to Oxe configuration Refer to TC0734xx-Ed03.pdf to manage a cmise secured connection betweem 8770 and OXE. Ed.15 / June 2013 53/182 TG0064...
Page 54: 8770 For Package Deployment
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 12.2.3 8770 for package deployment R1.1 : Verify the user/group right on $CMS_HOME/incoming drwxrwxrwx 2 htuser htgroup 4096 May 30 10:35 incoming 12.3 Logs setting 12.3.1 To collect logs Windows > Start menu > OmniVista 8770 > Tools > 8770 Diagnostic...
Page 55: To Setup Logs 8770 Client
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide >> Ldap port : 389 >> Ticket database password : sql You can send to Technical Support the compressed file c:\TS\NMC-BETA-BZH_Wed0601.ace 12.3.2 To setup logs 8770 Client >> modify \\8770\client\bin\omnivistaLog.properties log4j.rootLogger=debug, R log4j.appender.R.File=8770Client.log log4j.appender.R.MaxFileSize=5000KB log4j.appender.R.MaxBackupIndex=2 >>...
Page 56: Trigger Email Sending Or Script Execution On Some Alarms
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide On the Ice server launch wireshark / edit / preferences / protocol: select SSL protocol In RSA keys list : ICE_IP@,443,http,/usr/muxer/rsa.myice_FQDN.key.pem Then apply To decode the https protocol between 8770 and cms the traces must cover the https handshake.
Page 57 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide service iptables save Mail server address Ed.15 / June 2013 57/182 TG0064...
Page 58 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 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 destination of the alarm filter TG0064 58/182...
Page 59 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Manage one, two or more filters, select the item you want to filter and the operator (equal, different,..) Log file: NMCFaultManager_AlarmTrigger_1.log [3/22/2011 3:47:05 PM] 4976 FaultManager_AlarmTrigger: ****************************************** [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...
Page 60 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide [3/22/2011 3:47:05 PM] 4976 FaultManager_AlarmTrigger: Disconnect receiver [3/22/2011 3:47:05 PM] 4976 FaultManager_AlarmTrigger: - Receiver test alarm filter [3/22/2011 3:47:05 PM] 4976 FaultManager_AlarmTrigger: * Remove and destroy the filter [3/22/2011 3:47:06 PM] 4976 FaultManager_AlarmTrigger: * Disconnect the proxy...
Page 61: Ot 8770 Snmp Principles
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide [3/23/2011 3:17:06 PM] 7936 FaultManager_AlarmTrigger: -<<< NmcMail::text() [3/23/2011 3:17:06 PM] 7936 FaultManager_AlarmTrigger: - test alarm filter : Send mail with 1 alarms [3/23/2011 3:17:06 PM] 7936 FaultManager_AlarmTrigger: +>>> NmcMail::subject(Alarms from WIN-2008 : test alarm filter (1)) [3/23/2011 3:17:06 PM] 7936 FaultManager_AlarmTrigger: -<<<...
Page 62: Interchange Between Ot And 8770
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide The server use the snmpagent to connect the 8770 In 8770 the NMC Alarm Server collect the snmp trap The protocol snmpV3 is used by default in OTBE 12.6.1.2 Files In /var/net-snmp : Snmpd.conf If the user snmp V3 is not created oldEngineID 0x80001f88046e6f64656e616d65 ...
Page 63 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 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-Lucent/oamp/omp/ams/http-resources/mib Ed.15 / June 2013 63/182 TG0064...
Page 64 </alarm> In ams.log Key word 22004 INFO [SnmpNotificationProcessor] c.a.i.o.a.s.Snmp4jV3Session [Snmp4jV3Session.java : 123] Sending inform CMS-22004 to host tsse108.fr.alcatel-lucent.com on port 162 In 8770 NMCFaultManager_ICEService.log FaultManager_ICEService: CAlarmHdlr::parseMsg() start ICEService: CAlarmHdlr::parseMsg() after trimming oid = trapSequenceNumber and val = 153194 ICEService: CAlarmHdlr::setAlarm_Str(trapSequenceNumber, 153194)
Page 65 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Ed.15 / June 2013 65/182 TG0064...
Page 66: Use Cases
If failed see the chapter about the 8770 recovery 12.7.4 No access to 8770 admin after upgrade Symptom : after a OpenTouch server upgrade the ACS admin in no more accessible Solution : apply the create_ice_admin script under root 12.7.5 Change the 8770 password Launch c:\8770\bin\ToolsOmniVista.exe...
Page 67: Access To 8770 Authentication Failed
\8770\Log\WS.log \8770\restoreContext.ini Solution : verify the FQDN of the opentouch : no blank inside (at the beginning or at the end) It is strongly recommended to use 8770 client out of the 8770 server Use the 8770 client not on the server but on an other PC 12.7.13 Error message “Remote exception from OT : template id cannot be null”...
Page 68: No Way To Synchronize New Oxe
Select Delegate authentication 12.7.18 Error message « cmsexception » Symptom : UUM : user created by UUM 8770 are not readable from OpenTouch 8770 configuration nor MyIC connection ICSlocator_error in mpc logs Diagnosis : right of admin are not sufficient Solution check cms logs for more information 12.7.19 Error message «...
Page 69: No Way To Save The Opentouch Data To 8770
User Maintenance), and check to retrieve the data (/var/backup/xxx/) If it fails, iceuser need to get credential to access to backup data Solution as root on OpenTouch execute /usr/bin/musett.sh password <iceuser password> to set the iceuser password If still fails Open the 8770\etc\nm.license and check security option it should be >...
Page 70: Oxe Profile Not Available On Uum Otms
The synchronization : Diagnosis : In this case the version.txt file is missing at the end of the second installation. Solution : Copy a version.txt file in /opt/Alcatel-lucent 12.7.30 Creation of an user (OT or Oxe) no profile and site displayed Symptom : when creating a user (OT or Oxe) no profile and site displayed Diagnosis : the site name contains a "ü"...
Page 71: When Creating An Opentouch User Via The Uum, The "Oxe Profile Name" List Box Is Empty
12.7.31 When creating an OpenTouch user via the UUM, the "Oxe Profile 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.
Page 72 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Check the subnetwork identifier is filled-in: Check the network identifier is filled-in: Export the Site information: TG0064 72/182 Ed.15 / June 2013...
Page 73: 8770 Oxe User Creation By Mgr Not Reported
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Edit the exported ldif file and double check the content of the oxelink line: dn: id=1701, cn=Topology, SubnetworkNodeNumber=51, SubnetworkNumber=0, Networ kNumber=0, o=nmc oxelink: SubnetworkNodeNumber=50, SubnetworkNumber=0, Networ kNumber=0, o=nmc objectclass: TOP objectclass: ICESite cn: site1 id: 1701...
Page 74: No Way To Create A New User : Unexpected Error: Number 'Xxx' Overlap
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 12.7.33 No way to create a new user : Unexpected error: Number 'xxx' overlap Symptom : No way to create a new user : Unexpected error: Number 'xxx' overlap Diagnosis : the remove of the previous user having the same number is incomplete Solution : Check and remove the number in Oxe configuration, OT configuration, in 8770 directories.
Page 75: How To Download 8770 Client Under Windows7
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide client log file [2012-06-06 17:17:30,917] ERROR [Thread-44] - 135.117.104.102 NmdLdapConnection: Exception occurred during creation/modification of jssecacerts in relogin 12.7.38 How to download 8770 client under Windows7 Login as windows administrator Internet explorer : http://<8770FQDN>/cgi-bin/OmniVista8770Client.exe 12.7.39 8770 web directory : not possible to choice the language...
Page 76: Performance Error "Grapher Programm" And "Unauthorized User: User Adminnmc: Invalid Login
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide HKEY Local machine > Wow6432Node > Software > Apache software foundation > procrun 2.0 > RMIRegSvc > parameters > start If it use path to JDK 1.6, replace it to the path to jre7 JDK16~10_1\jre to replace by jre7...
Page 77: Snmp Access Credential On 8770 For Opentouch
.1.3.6.1.4.1.637.64.4.3.2 12.7.46 SNMP access credential on 8770 for Opentouch 8770 should synchronize the SNMP agent (OPENTOUCH) configuration to get the SNMP trap from OpenTouch You can check the file 8770/data/config/netsnmp/snmptrapd.conf file retrieved by 8770 from OT,if it match...
Page 78: 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 PS: in standard OT config, SNMP traps are produced by 8770 when receiving alarm from OpenTouch node (through CMIS). This is different from this current case description.
Page 79 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Do a "service iced stop" on OT server to get SNMP trap Result on TrapReceiver tool: Ed.15 / June 2013 79/182 TG0064...
Page 80 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Trap detail: Wireshark trace result on OpenTouch server: TG0064 80/182 Ed.15 / June 2013...
Page 81: Ot Snmp Sent Trap Without 8770 Answer
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 12.7.49 OT SNMP sent trap without 8770 answer Symptom : OT send SNMP trap to 8770 without 8770 answer Diagnosis : check the /var/net-snmp/snmpd.conf that the SNMP user is encoded Solution : recreate the adminsnmp user, by using snmp command to force a user creation :...
Page 82: 8770 Pki Administrator Page Can Not Be Displayed
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide [22/05/2013 09:05:59] 7100 SnmpAgent: Sending TRAP Incident specificValue/trapId:16 faultId:0 pbId:8460.managedObject:\Network::BiCS\Subnetwork::nodes\Node::tsse106\PhysicalServer::tsse106.fr.alca tel-lucent.com\Component::Presentation Service... 12.7.52 8770 PKI administrator page can not be displayed Symptom : PKI administrator page cannot be displayed Diagnosis : a Open Touch rehosting has been performed Solution : Replace the line https://BICS.company.com:8444/ejbca/adminweb/index.jsp by...
Page 83: Acs
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 13. ACS 13.1 ACS : Software overview 13.1.1 Myteamwork Services/Servers You may access to a menu that will help you to restart servers/services of the Myteamwork server. Under Configuration / Advanced Settings / Restart Servers...
Page 84: Logs
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 13.2.2 Logs Logs for ACS server are located into /var/log Most important : tns.log tp240drv.log ==> interface with Sipserver ths.log https://<server>/admin/getlogs => obsolete To get logs directly : 13.2.3 View logs TG0064 84/182 Ed.15 / June 2013...
Page 85 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Ed.15 / June 2013 85/182 TG0064...
Page 86: Messages Flow
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 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/muxer/rsa.myice_FQDN.key.pem TG0064 86/182 Ed.15 / June 2013...
Page 87: Federation Of Acs
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Then apply To decode the https protocol 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 Desktop 13.4...
Page 88 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Configuration on chappzh22 (productiv) TG0064 88/182 Ed.15 / June 2013...
Page 89 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Solution : the port used by the 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 as PRIMARYINTERNALNETMASK Restart those processes via your admin –...
Page 90: Example Of French Das Rule And Phone Formatting Rule
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Then /usr/ths/start_ths.sh and /usr/buddyconsole/start_buddyconsole.sh 13.5 Example of French DAS rule and phone formatting rule The Oxe and OT is 5 digits installation 13.6 Use cases 13.6.1 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.
Page 91: How To Custom Mtw Option
Solution : check the time of the server and the Pc 13.6.5 No access to ACS admin after upgrade Symptom : after an OpenTouch upgrade the ACS admin in no more accessible Solution : apply the create_ice_admin script under root 13.6.6 How to recreate the admin login for ACS...
Page 92: No Way To Call From Mtw
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide ================================================================================ No tenant name with alcatel-lucent.com = no alias domain Solution : we must created two alias one for the general tenant Configmanager too Resources -> properties -> annex -> ess-attributes Add the new tenant with new alias name = ess-sip-domain-alias 13.6.9 No way to call from MTW...
Page 93: No Way To Call From Mtw Conference
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Solution : Check ACS proxy Outbound proxy and realm are FQDN, server address is an IP address 13.6.14 No way to call from MTW conference Symptom : MyIC Desktop / MTW conference / select a participant or add a number to call / call Diagnosis : In SIPServer logs we find key words according to Invite from ACS 17:59:47.595:(1) Received [12,UDP] 639 bytes from 192.168.6.131:5068...
Page 94: Application Sharing Does Not Start
Solution : check the users/licenses parameters 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 email invitation Symptom : the email invitation to the conference does not contains the telephone number to join Solution : add i it in ACS configuration Provisioning->...
Page 95: Call From Mtw Does Not Use The Pc
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 13.6.22 Call from MTW does not use the PC Symptom : with MTW a call from buddy list : the MTW phone selected is not the good one Diagnosis : the MTW SIP client is not reistered, the camera icone in MTW got a red point...
Page 96: Log File
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 13.7.1 Log file : /var/log/eiablog/installs.log should have almost 35 entries. The important point here is that in this one installation, which ran for about 23 minutes, we see that 35 packages were installed, starting with "server" and ending with "muxer".
Page 97: Acs Browser
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 20130408152034@@acs2cms@@Build1146@@root 20130408152045@@muxer@@Build6116@@delayed 20130408230947@@database@@eiab_9_2_0@@root 20130408231125@@buddyconsole@@Build5557@@root 20130408231236@@promptsets@@Build3972@@root 20130408231641@@translationsets@@Build4002@@root 13.7.2 ACS browser : A good way to check if the last ACS install completed is to look in the ACS Web Admin Reporting --> 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 Finally, here is the list of packages that was installed: TG0064 98/182 Ed.15 / June 2013...
Page 99: Solution
How to install again the same version of ACS to solve the incomplete installation issue : Attention : 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 15:16 eiab5.tar.gz.rel_9_2_0b6509...
Page 100 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide You must copy the /var/backup/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’t do anything until the last display : upgrade finish.
Page 101: Myic Desktop
14.1.2 The connections To OpenTouch server thru https connection to retrieve configuration, request service and be notified from ICS and ACS server embedded in ICE To OpenTouch thru SIP protocol to manage call by connecting the SIPServer on port 5260...
Page 102: Logs Setting
PS: please note that you need to first run notepad (for other text editor) then open this “ua.cnf” file Set tracelevel to ALL: … ##Current verbosity TraceLevel ALL … A MyIC restart is necessary. Logs are then located in %temp%\Alcatel-Lucent\MPC subdirectory. TG0064 102/182 Ed.15 / June 2013...
Page 103: To Setup Log For Ewchost
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 14.3.4 To setup log for ewchost By default, logging is off for ewchost. To turn it on, follow the steps: Run regedit Find HKEY_CURRENT_USER/Software/eDial/WebConsole/LogPath Change the value of the key LogPath to a full pathname INCLUDING FILE NAME.
Page 104: Myteamwork Video Problem Investigation
Upgrade At startup the MyIC consult : GET /my_instant_communicator_update/my_instant_communicator.xml File located in ICE server : /opt/Alcatel-Lucent/my_ic_update/webapps 14.5 Messages flow On the OpenTouch server launch wireshark / edit / preferences / protocol: select SSL protocol TG0064 104/182 Ed.15 / June 2013...
Page 105: Use Cases
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide In RSA keys list : ICE_IP@,443,http,/usr/muxer/rsa.myice_FQDN.key.pem Then apply To decode the https protocol between MyIC and ICE (ICS) the traces must cover the https handshake. Start the trace and filter with ip.addr==MyIC_IP@ && (http || sip)
Page 106: Myic Does Not Present The Login Window
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide From the execute field into the Start Windows Menu do : %appdata% In the Alcatel folder, delete the /MPC directory to erase all the previous configurations files. Restart the MyIC. 14.6.3 MyIC does not present the login window Symptom : MyIC Dektop does not pop up the login window when starting Diagnosis : in %appdata%/mpc/mpc.log : gateway timeout ..
Page 107: Myic Does Not Process The Call
Check : Route My Call To service request the location service named MARTIN On OpenTouch Server : /logs/Martin/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>...
Page 108: No Way To Fwd Oxe User To Vm With Myic Desktop
Solution : launch on PC ipconfig /release then ipconfig /renew 14.6.14 No way to make call from Teamwork windows Symptom : OpenTouch user (login: U158110) call from My Teamwork not working (2) and (3). Associated device is a MyICDesktop SIP (158210) Call can be established from MyIC (1) OpenTouch user U158110 can receive calls from other users (and teamworks) and answer to them.
Page 109: Error 2738 Can Not Run Vbscript
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 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 can not run VBScript Stop mac afee and relaunch the upgrade Ed.15 / June 2013...
Page 110: Pop Up Activex Video
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide reg delete " HKEY_CURRENT_USER\Software\Classes\CLSID\{B54F3741-5B07-11CF-A4B0- 00AA004A55E8} " /f c:\windows\system32\regsvr32 vbscript.dll 14.6.16 Pop up activex Video Symptom : 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.
Page 111: Outlook 2007 Client Does Not Start
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Select never notify -> Ok and reboot the PC 14.6.18 Outlook 2007 client does not start In 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 active / value 2 is inactive Nota : Outlook can be start in safe mode C:\..\outlook.exe /safe...
Page 112: Disable The Pop Up Conversation Windows On Call
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 14.6.20 Disable the pop up conversation windows on call Symptom : for each call a conversation pop up windows appears and must be acknowledged Solution : configuration issue fixed by : On 8770, go to Users then select the user.
Page 113: Pop Up For Away Timer Mtwoptionpack.cab
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 14.6.24 Pop up for away timer MTWOptionPack.cab Symptom : When starting MyIC Desktop a pop up window Away Timer MTWOptionPack.cab Diagnosis : Root certificates are absent from the certificate store Solution : Add manually the root certificate that is not uploaded 14.6.25 How to avoid the automatic upgrade of MyIC Desktop...
Page 114: Qwave Service Must Be Running
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 14.6.27 QWave service must be running Under W7 check if that windows service is started TG0064 114/182 Ed.15 / June 2013...
Page 115: Myic Desktop Sip The Audio Volume Is Reset After Each Start
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 14.6.28 MyIC Desktop SIP the audio volume is reset after each start Symptom : MyIC Desktop SIP the audio volume is reset after each start Solution : Go to Option and launch the audio wizard 14.6.29 Wrong behaviour on client after ICS to OT MyIC desktop client update...
Page 116: Myic Desktop Nomadic Sip For Oxe User
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide d. At home with audio disruption, Wifi link quality may be involved Advice to move from Wifi to direct wired cable to you box to check if audio quality is better 14.6.31 MyIC Desktop Nomadic SIP for Oxe user...
Page 117: Call Box Myic Not Working
Diagnosis : OTS main port is not declared (bug in 1.2 deployment) Solution : 8770/Opentouch configuration/System services / Topology / OXE Callservers / OXE Sub Network / Physical Server / Call Server /additional set : OTS main port to 3595 Ed.15 / June 2013...
Page 118: Myic Desktop Plugin
</root> Log file : tmp%\Alcatel-Lucent\MPC\outlookExtension.log 15.3 Use case 15.3.1 OpenTouch extension outlook 2007 disabled Symptom : the outlook extension are disabled in trust centre Solution : to set it up go to outlook / help/Disabled item and activate it TG0064 118/182 Ed.15 / June 2013...
Page 119: No Outlook Extensions Start Button In Outlook 2007
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 15.3.2 No Outlook Extensions start button in Outlook 2007 Symptom : No Outlook Extensions start button in Outlook 2007 Diagnosis : Outlook extensions disabled in Outlook 2007. Solution : Set to 3 the registry parameter LoadBehaviour in HKCU\Software\Microsoft\Office\Outlook\Addins\AlcatelLucentOutlook2007Extension.
Page 120: Exception When Assignation 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 does not permit to access to user mail box You can check the OpenTouch exchange access password by browsing https://fqdnExchange/owa/<user@domaine.com>...
Page 121: No Myic Start Button In Outlook
Symptom : when launching the Lotus the MyIC widget stay grey Diagnosis : no communication with the MyICService.exe service Solution : Check that the lotus extension is install in C:\Program Files\Alcatel-Lucent\My Instant Communicator\extension, if not launch the lotus client with an lotus administrator account (that is not install if HKLM\SOFTWARE\Lotus\Notes\8.0\Path is absent when deploying)
Page 122: Voice Mail Local Storage
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 16. Voice Mail Local Storage 16.1 Architecture The main server for the voice application is the Masc and the voice application. The GVP is used by the Voice application to play the VM message and record the the voice mail message...
Page 123: No Notification Of Voice Message For Oxe User
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Solution: Proceed with a sipmotor process restart (kill -9 on sipmotor PID - killall sipmotor no longer working) on OXE after changing the "SIP Min Expiration Date : 600" parameter as described in installation guide This sipmotor restart info must be added in installation guide.
Page 124: No Connection To Voice Mail Local Storage For Oxe Users
Mode 2 : 1 16.3.10 How to move VMLS to UM You can remove the OpenTouch capability from the user, apply, then set it up. Nota : the voice mail message are lost during this change 16.3.11 VMLS no way to make a callback Symptom : callback impossible with localstorage Solution : Oxe Mgt : public acces category =>...
Page 125: Vmls No Way To Make A Callback Thru Tui
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 16.3.12 VMLS no way to make a callback thru TUI Symptom : callback impossible with localstorage with TUI access Solution : check parameters are used to refine it: Callback sender Allowed : if disable no TUI option for callback, Not allowed by default with OT 1.2 for...
Page 126 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide <domain id="_status"> <attribute widget="TEXTFIELD" value="0" type="INT" id="_numberInDB"/> <attribute widget="TEXTFIELD" value="0" type="INT" id="_numberInXmlStream"/> </domain> 18 Feb 2013 14:02:06,085 ERROR [main] com.alcatel.phileas.um.GlobalSingleton (GlobalSingleton.java:198) - [GlobalSingleton] > Exception java.lang.NullPointerException at com.alcatel.phileas.um.GlobalSingleton.<init>(GlobalSingleton.java:188) at com.alcatel.phileas.um.GlobalSingleton.getInstance(GlobalSingleton.java:95) com.alcatel.ecc.contextlistener.VoiceAppsContextListener.initVoiceAppIfNeeded(VoiceAppsContextListener.j ava:238) com.alcatel.ecc.contextlistener.VoiceAppsContextListener.initVoiceApp(VoiceAppsContextListener.java:267) Solution : check the TUI voicemail declaration and user population field.
Page 127: Opentouch Directory (Udas, Ldap
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 17.OpenTouch directory (UDAS, LDAP…) 17.1 Search principle OpenTouch users (MyIC Phone, MyIC Desktop , ...) search possibility uses: 1. the OpenTouch directory definition in 8770 2. the directory search definition in 8770: Ed.15 / June 2013...
Page 128: Directories Types
Microsoft Exchange directory: not developed in this document edition NB1: the 8770 embedded LDAP server 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 those several sources as well.
Page 129: Troubleshooting
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide During synchronization process:  External LDAP directories are dumped in associated table in “DIRECTORIES” database. There are as many synchro tables as defined directories.  Public Phonebook data is dumped by UDAS in OTS database in a reserved table ( phonebookdir_xxx.
Page 130: Udas
</category> </category> UDAS logs are located under /logs/udas on OpenTouch server. The main's one is traces.log The above example shows that UDAS cannot connect to LDAP server because of credentials. 05 juil. 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]...
Page 131 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 3. Run it using lbe.bat (Windows) or lbe.sh (Unix): 4. Create a new connection to the 8770 LDAP server (no password required here): Ed.15 / June 2013 131/182 TG0064...
Page 132 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 5. You can then browse the LDAP content Above result corresponds to this 8770 directory following content: TG0064 132/182 Ed.15 / June 2013...
Page 133: Force Directory Synchronization
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 17.2.3 Force directory synchronization It is possible to force directory (ies) synchronisation 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: Diagnose Search Problem
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 12 juil. 2011 14:35:41,514 INFO [phonebookdir_801 Load Thread] (AlcPublicPhoneBookLoadThread.java:67) - Number of downloaded entries from 'phonebookdir_801' directory = 129 in 1753 milliseconds 17.2.4 Diagnose search problem When UDAS search gives no results Causes Trace in log file / command to check Directory not Trace : SQLException <table_xxx>...
Page 135 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide R1.0=5432 / R1.1=5433 R1.0=5432 / R1.1=5433 DB: DIRECTORIES DB: OTS Username: directories_user Username: ots_user Password: directories_pwd Password: ots_pwd When connected, the tables content is accessible: For internal ICE users (internaldir_xxx) and ldapdir_xxx For OXE users (in OTS database) Ed.15 / June 2013...
Page 136: Investigation Examples
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 17.3 Investigation examples 17.3.1 OXE objects not displayed as search result on VHE or MyIC Desktop 17.3.1.1 Scenario 1. OXE gets the following abbreviated number: Review/Modify: Direct SpdDl No. Pref. Node Number (reserved) : 10...
Page 137 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 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 GSM3 Ed.15 / June 2013 137/182 TG0064...
Page 138 05 juil. 2011 09:52:45,739 ERROR [main] (AlcUdasImpl.java:717) - Connection to 'ldapdir_20301' directory failed LDAP connection error => not correct 17.3.1.3 Solution Try to create a new LDAP connection to 8770 LDAP server on OpenTouch server for test TG0064 138/182 Ed.15 / June 2013...
Page 139 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 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]# service udasd start udas: Starting Starter [ OK ] =>...
Page 140: Use Cases
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 3. Search on MyIC Desktop: => correct as well 17.3.1.4 Conclusion This current scenario purpose was to show relationship between clients (hard/soft phones), udas, 8770, ldap, OXE, ... and the use of troubleshooting tools. We have created a new LDAP connection to the same 8770 server instead of fixing the existing one which could be considered as an incorrect investigation.
Page 141: Udas Search On 8082 Phone Does Not Search The Oxe Users
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide SecureConnection: 0 AlarmMonitoring: 1 # search result search: 2 result: 0 Success # numResponses: 2 # numEntries: 1 Solution : check the Pbx configuration and modify them thru 8770 17.4.2 UDAS search on 8082 phone does not search the OXE users UDAS search on 8082 phone does not search the OXE users.
Page 142 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 3) Force Directory Merging: (OT configurationSystem ServicesApplicationsTelephonyDirectory searchForce Directory merge) TG0064 142/182 Ed.15 / June 2013...
Page 143: Call Back
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 18. Call back This chapter is concerning the call back on OpenTouch. It summarises the configuration mandatory to provide the service. It gives the restrictions and the limitations. It helps to launch traces. For a complete description please refer to the technical documentation.
Page 144: Use Cases
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Sipserver IN R1.0x : /opt/Alcatel-Lucent/loglevel IN R1.1 : /opt/Alcatel-Lucent/oamp/loglevel ./loglevel.sh component=SIPServer level=all Logs in /logs/SIPServer Exensible services (XS) IN R1.0x : /opt/Alcatel-Lucent/loglevel IN R1.1 : /opt/Alcatel-Lucent/oamp/loglevel ./loglevel.sh component= ExensibleServices level=all Logs in /logs/ExtensiblesServices Chameleon https://serverIPadresse/api/Log4jAdmin...
Page 145 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Exchange between all componants Example of execution phase (when calling and called are available) The system initialises the callback execution. Calling number is ringing Ed.15 / June 2013 145/182 TG0064...
Page 146 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide After calling number pick up, called number is ringing Exchange between all componants: TG0064 146/182 Ed.15 / June 2013...
Page 147: Security Certificates
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 19. Security certificates 19.1 Use cases 19.1.1 Certificate import generates an Openssl error Symptom : no way to import a sign certificate Diagnosis : you can open the cer file with windows to check if the CA is referenced...
Page 148: No Way To Connect Ldap Server
Solution : In case of a custom certificate (not autosigned) used on open Touch, the CA of the certificate (or the chain of CA) must be imported to the OpenTouch to build customized CTL for My IC Phone 8082 use.
Page 149: Vhe Reboots At Step3
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide For scratch installation in OT 1.2/OT 1.3, there’s no issue 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 server On the 8082 connected through SSH with the admin account, check the log file: /tmp/log.rcS...
Page 150 The “curl ret: 60” error correspond to a bad CTL authority in the “ctl_VHE8082” received from the OpenTouch server during the CTL request. OpenTouch server certificat control The OpenTouch server certificate “ server.pem” is located under: $CERTIFICATES_HOME To open the certificate, use the following command : openssl x509 –in server.pem -txt...
Page 151 14:81 Exponent: 65537 (0x10001) This certificate has been created for the Subject “aldphn11.icgeu.com” that represent the OpenTouch server by the Issuer “ICE internal authority” that represent the authority that sign this certificate. This result means that you should have two server CTL created on the WBM like the following screenshot: Ed.15 / June 2013...
Page 152 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 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 procedure to validate the Device CTL to have the two authorities on the ctl_VHE8082.
Page 153: Maintenance Tools
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 20. Maintenance tools 20.1 Filesystems 20.1.1 df - Available disk space User: htuser Command: df -h Sample output: [htuser@tsse090 ~]# df -h Filesystem Size Used Avail Use% Mounted on /dev/mapper/vg01-rootvol 117G 82% / /dev/mapper/vg01-logsvol 1.4G...
Page 154: Find - Large Files Lookup
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Some of these files may still be in use, try lsof as root to check the command, PID and user owning the file. 20.1.3 find - Large files lookup User: root Command: find / –name “*.core” –print and find / -size +100M 2>/dev/null The core files can be quite big and can be the root cause of a partition fill up.
Page 155: Server Hardware Performance
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide partition is mounted read-only, check the /var/log/messages log file for a system error leading to a read/write status change. If the error has been fixed, it is possible to remount the partition with “mount –o remount,rw,acl /var/applicative_data/vms”.
Page 156: Pstree - Processes Hierarchy
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Sample output: top - 15:01:17 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...
Page 157: Memory Load
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide ps auxwww USER PID %CPU %MEM VSZ RSS TTY STAT START TIME COMMAND root 1 0.0 0.0 10352 696 ? Ss Oct20 0:02 init [3] root 398 0.0 0.1 249024 27824 ? Sl Oct20 3:12 /opt/Alcatel- Lucent/jdk/bin/java -server -Xmx96m -Decc.applicationName=ompinfra -...
Page 158 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Comments: Help for this command is available on the system (man free) Checks: If the free swap is close to 0, your physical memory is not sufficient or memory leaks are eating up your resources; you may add some swap following the procedure described below as a work-around but it will not fix the root cause, Refer to the processes tools for the memory usage.
Page 159: Licensing
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 20.5 Licensing 20.5.1 lmutil – FlexLM utilities User: iceuser (lmstat), root (lmdiag) Command: $FLEXLM_HOME/lmutil lmstat and $FLEXLM_HOME/lmutil lmdiag –n Sample output: $FLEXLM_HOME/lmutil lmstat lmutil - Copyright (c) 1989-2010 Flexera Software, Inc. All Rights Reserved. Flexible License Manager status on Wed 11/2/2011 11:43...
Page 160: Logzipper.bin - Alcatel - Lucent Logs Collection
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 20.6.3 Logzipper.bin - Alcatel – Lucent logs collection User: root Command R1.0: $LOGZIPPER_TOOL_HOME/Logzipper.bin [target_directory] Command R1.1: $LOGZIPPER_HOME/Logzipper.bin /var/backup Comments: The result files is located in /root by default but you may provide an argument to use as target directory so that htuser can have a read access to the file This file should be associated to the anomaly reports where the failure has not been completely analyzed yet.
Page 161 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide If the same line seems to come back very regularly, you may count its occurrences: egrep -c -e "errno 104" /var/log/messages Ed.15 / June 2013 161/182 TG0064...
Page 162: Oxe
OXE call server Oxe is still needed in Opentouch 1.0 in order to have external access on Opentouch users. Only Oxe release 10 can be linked with ICE through a SIP abcf trunk. Oxe can be embedded onto the same server in a virtual machine as the OpenTouch “business edition mode”...
Page 163: Logs Setting
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 2. Select Trunks Group/ Descend hierarchy/Trunk Group/ Review/Modify Check that: End to End dialing = no DTMF End to End dialing = no 3. Select SIP/SIP Gateway/Review/Modify ┌─Review/Modify: SIP Gateway─────────────────┐ │ │ │ Node Number (reserved) : 101 │...
Page 164: Use Cases
Solution: manual modification of hardware.mao text file (plus the one present in offerID.zip) In case of OTBE, "replay" the postinstall script: - Uplodad these new OPS files to /tmp of OpenTouch - Stop the OXE and 8770 virtual machines - As root execute “reset-firstsetup.sh”...
Page 165: Calls Between Oxe User And Icm Users Failed If Ofs Server Is Managed On The Opentouch Server
Extensible services reject the call due to unknown number Manage attendant individual call prefix 21.5.6 OpenTouch PSTN outgoing calls to GSM leads to SIP error 502 oxe sends a Disconnect after 3 sec following the progress Increase timer T310 to 350 in mgr/external service/trunk QOS/trunk QOS 31 21.5.7 Call to mobiles are cut...
Page 166: Blind Transfer From Oxe To Icm User Results Without Audio
Managed DPNSS prefix on OXE in order to send refer to ICM in such scenario. 21.5.10 Opentouch caller Id is incomplete or wrong Symptom : The OTBE is connected to IMS through an external SIP gateway managed in the OXE of OTBE.
Page 167: Myic Phone Vhe
22.2 Log setting To trace the interchange between OpenTouch and MyIC Phone refer to the wireshark chapter To collect MyIC Phone logs refer to TG0065 To access to MyIC Phone use SSH, account admin / password deifine in 8770 device/advanced security /...
Page 168: Curl Code Display On Set
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Like on Iptouch it is possible to redirect all IP packet from vhe LAN port to PC interface Procedure Log on MyIC Phone and execute the command “mirror set lan” You can then launch wireshark on your PC plugged behind vhe and capture traffic of vhe.
Page 169 Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 18 Partial file. Only a part of the file was transferred. 19 FTP couldn't download/access the given file, the RETR (or similar) command failed. 21 FTP quote error. A quote command returned error from the server.
Page 170: Use Case
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide XX More error codes will appear here in future releases. The existing ones are meant to never change. 22.3 Use case 22.3.1 No way to get the certificate from 8770 to sign set Symptom : when pressing Download truststore certificates as a PEM to be signed no reaction Solution : use Mozilla Firefox to be abble to save the PEM file to the USB key 22.3.2 MyIC Phone no way to sign certificate CTLActivateSigning failed...
Page 171: Myic Phone Reboot Permanently After Signing
Diagnosis : The directory /usr/muxer/ca_cert does not contains the certificates located under $CERTIFICATES_HOME Solution : Copy server.ctl of $CERTIFICATES_HOME to /usr/muxer/ca_cert, stop start OpenTouch 22.3.7 MyIC Phone reboot permanently after certificate modification Symptom : MyIC Phone reboot permanently after certificate modification...
Page 172: Myic Phone Does Not Get The Configmac.xml After Signing
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Diagnosis : the curl of the phone logs /log/defence.log show a curl60, check the CA CTL on the set Certificate pemshow CTL and comare with the CTL of the OpenTouch $CERTIFICATES_HOME/server.ctl and / Touch $CMS_HOME/DeviceDeployment/ctl_VHE8082 Solution : check the chain of autority in ctl_VHE8082 22.3.12 MyIC Phone does not get the configmac.xml after signing...
Page 173: Myic Phone Does Not Start
Diagnosis : The account used to add / deploy is not correct Solution : Check the maintenance account in 8770 / configuration / OpenTouch / maintenance : iceuser and check the right of the incoming directory (by default : $CMS_HOME/incoming) 22.3.18 No way to deploy a new MyIC Phone version DM_INVALID_DATA...
Page 174: How To Smooth The Upgrade Of The Set
ACK the 200OK from SIP Server. The contact of the 200OK contains a FQDN not decoded by the DNS of the MyIC Phone Solution : The DNS has to decode the OpenTouch FQDN 22.3.28 MyIC Phone does not access to Voice Mail Local Storage Symptom : MyIC Phone does not access to Voice Mail Local Storage Diagnosis : in the $CMS_HOME/DevicesDeployment/dmictouch/configmac.xml the...
Page 175: Myic Phone Add A 0 When Using Call By Name
Symptom : MyIC Phone ICS icone is red and password does not work Diagnosis : The password is locked Solution : The password is blocked : 8770 / Configuration / OpenTouch / system services / security / userpassword / <user> / passwords then “GUI password reset history”...
Page 176: Myic Phone Slow Down
22.3.42 No way to send DTMF from MyIC Desktop monitoring MyIC Phone Symptom : No way to send DTMF from MyIC Desktop monitoring MyIC Phone Diagnosis : The 3pcc call control is not in OpenTouch 1.0.x Solution : Normal behaviour 22.3.43 No way to transfer on ringing from MyIC Phone to MyIC Phone...
Page 177: No More User Picture When Calling A Remote 8082 Set
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide Prefix Meaning: Local Features Local Features: Pabx address in DPNSS 22.3.45 No more user picture when calling a remote 8082 set Symptom : No more Picture when calling a 8082 sets. Diagnosis : Multiple directory are used on the system. Since the last OTBE upgrade we don't have anymore the remote user picture during a call.
Page 178: Manager / Assistant
(in the setting) the standard mode you lost the API on the set. 23.1 Debug lion component (manage the mode) IN R1.0x : /opt/Alcatel-Lucent/loglevel/loglevel.sh component=lion logger=root level=debug IN R1.1 : /opt/Alcatel-Lucent/oamp/loglevel/loglevel.sh component=lion logger=root level=debug To check IN R1.0x : /opt/Alcatel-Lucent/loglevel/loglevel.sh list component=lion IN R1.1 : /opt/Alcatel-Lucent/oamp/loglevel/loglevel.sh list component=lion...
Page 179: Presence On Assistant Side
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide <Buddy displayName="acollins@valtx.fr" contactId="acollins" imAddress="acollins@valtx.fr" phoneNumber="6390" /> </Buddies> <Webservices contactProfile="available" connected="true" /> <IMNotification sound="on" /> </IctIM> 23.3.2 Presence on Assistant side $ dumpIctUser <!DOCTYPE IctUser> <IctUser> <lock status locked: ="no" lockAvailable: ="yes (WS)" unlockAvailable: ="no" />...
Page 180: Use Cases
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide After you can check on VHE set, the buddy list (dumpIctIM) 23.4 Use cases 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 ""...
Page 181: Voice Application
Alcatel-Lucent OpenTouch R1.x Troubleshooting guide 24. Voice application 24.1 AA Automatic Attendant 24.1.1 Which type of user have I to select in AA creation Select always the Oxe user and create the AA for Oxe user 24.1.2 File format for wav file in AA *.wav files must be CCITT A-Law;...
Page 182 Solution : Remove the 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 owners. The information presented is subject to change without notice.

Alcatel-Lucent OpenTouch Troubleshooting Manual

1 Overview

2 History

3 Documentation to Check

4 Deployment and Repair

5 Dns Dhcp Time os Language

6 Backup/Restore

7 Remote Access

8 Log File

9 Wireshark

10 Licensing

11 Maintenance

13 Acs

14 Myic Desktop

15 Myic Desktop Plugin

16 Voice Mail Local Storage

17 Opentouch Directory (Udas, Ldap

Quick Links

Troubleshooting

Related Manuals for Alcatel-Lucent OpenTouch

Summary of Contents for Alcatel-Lucent OpenTouch