Troubleshooting Logon Problems - Nortel BCM 4.0 Manual

66 Chapter 4 Troubleshooting

Troubleshooting logon problems

Invalid credentials
The subscriber sees messages such as "Invalid credentials. Please retry" or "The server could not
be located. Please Retry."
1 On the subscriber's computer, check that Unified Messaging is configured with the proper
settings. Verify that the following information is correct:
• mailbox number
• fully qualified domain name (FQDN) or IP address of the Business Communications
Manager
• the SMTP/VPIM prefix of the Business Communications Manager
2
Check that you can log on from the telephone using the same mailbox number and password.
3
Verify that you have network connectivity to the Business Communications Manager.
For example, issue a network command to the Business Communications Manager exactly as
it appears in your Unified Messaging configuration. Try to ping using the DOS prompt, and
ensure that you receive a valid response from the Business Communications Manager. If you
do not have network connectivity to the Business Communications Manager, you are not able
to access Unified Messaging.
4 Ensure that DNS is configured on this computer. Under TCP/IP properties, select the DNS tab.
Ensure that a DNS server is listed. Verify that it is the correct IP address for the DNS server.
5
Check with the DNS administrator whether the server name is in the DNS server. Verify that
the correct host name is configured in the DNS server.
6
The following actions can be taken to resolve this situation:
• Properly configure the CallPilot FQDN in the DNS server.
• Refer to
configuring CallPilot Unified Messaging in an environment with no DNS server.
N0060611 N0060611
"Configuring environments without a DNS" on page 14 for instructions on