Avaya Communicator -- Incorrect Extension or Password 1

[DavBer]

I'm have the same issue I've seen crop up from time to time, but none of the solutions seemed to help
Avaya IP Office version 11.0.4.5
Avaya Communicator version 2.1.4.0

Attempting to login with the extension number and password for the extension. Confirmed that that information is correct.
SIP Trunks enabled
SIP Registrar is enabled
SIP Remote Extension is enabled

Communicator is communicating with the server, but comes back with the error: Incorrect Extension or Password

I've attempted creating a dedicated SIP extension just for the Communicator but it comes back with the same error.

I'd appreciate any advice.

 

[Okkie26]

You need the user password. Not extension password.

 

[DavBer]

It has always been the extension and the extension password. (see also thread940-1802653 )

But just to put any question to rest, I tried with the user name and user password and it still has the same error.

Any other suggestions are appreciated.

 

[teletechman]

It uses the password from the main user page not he telephony page or ext password just as Okkie26 said.
Mike

 

[DavBer]

Again, I tried the user name and password form the user page, and it gave me the same error - even though the user is a poweruser and should be able to use the extension password.

 

[snowman50]

What licence are you using...should be a power user to work

 

[DavBer]

Essential Edition - the user is a power user.

 

[derfloh]

You need the extension as username and the user password from the first page.

IP Office remote service
IP Office certificate check
CLI based call blocking
SCN fallback over PSTN

 

[DavBer]

I've tried:
[ol 1]
[li]The extension as the username and the extension password;[/li]
[li]The user name and the user name password;[/li]
[li]The extension as the username and the user password;[/li]
[li]The user name and the extension password; [/li]
[/ol]

All the above still result in the same error - incorrect extension or password.

In the past, I have had the Communicator working with the same extension that I also have Avaya 9608 assigned to. Yes, it has ALWAYS been the extension number and the extension password.
As a troubleshooting measure I tried creating a new dedicated SIP extension (and a user for such extension) and it still does not work - same incorrect extension or username error.

Any other ideas?

I did recently replace the UC module, maybe there is some switch that needs to be turned on there that I'm not aware of?

Obviously Avaya is of no help.

 

[IPOLackey]

Sometimes the profile can get corrupted so deleting these two folders can help.

C:\Users\user.name\AppData\Local\Avaya\AvayaCommunicator.exe_Url_ (followed by a bunch of letters/numbers)
C:\Users\user.name\AppData\Roaming\Avaya\Avaya Communicator

And the other guys are right. For Communicator you just need the users ext number and their password. You don't need an "Extension" entry for Communicator as the IPO will set this up for you as you log in and remove it when you log out.

And if you've just recently changed you UC Module, log into OneX Portal Admin and make sure everything is up and green on there as well.

 

[DavBer]

IPOLackey - it was a good suggestion, but it didn't help.

I checked the UC Module - everything is green. The database checksum is still corrupt even though service pack 4 was supposed to correct that issue, but in the past that hasn't stopped Communicator (and does not affect the phone login so is likely not the culprit).

 

[NYSTECH]

Does this work onsite and not remote?
Do you have users that are able to use Communicator at this time?
Are you able to login to Onx-portal via webpage for Users?
When trying different combinations of passwords did you removed the extension password before using the extension number with password on 1st page of user?

 

[derfloh]

Even if you have a UCM... Do you have a preferred edition license? Perhaps it was forgotten during the upgrade to 10.0+?

IP Office remote service
IP Office certificate check
CLI based call blocking
SCN fallback over PSTN

 

[DavBer]

NYSTech
It does not work onsite or remote
No-one is able to use communicator
Yes, One-x Portal for users is working
No, I did not try removing the extension password as that would leave the physical extension vulnerable.

deffloh - I have R8+ Preferred Edition

 

[snowman50]

Silly question .
Have you enabled Avaya communicator on the user tab ?

What’s the password complexity set to.
Does your password meet that.

 

[IPOLackey]

Next step would be to share a sysmon trace with the SIP Reg Rx and Tx checked and snip of the Voip Tab showing the SIP Registrar info for the Lan connection.

 

[DavBer]

snowman50 - not a silly question, often the obvious is overlooked, but yes, softphone is enabled.

IPOLackey - I can work on getting the trace but I know the Communicator is communicating without issue (already disabled the SIP-ALG just in case it was interfering) VoIP tab has the trunks enabled, the registrar engabled, and the Remote Extensions enabled.

As for the SIP domain and FQDN, they have remained blank by default which will automatically point it to the ip office unit (I have already tried pointing them to the IP Office in case the default wasn't working, and it didn't work).

 

[DavBer]

Interesting - I'm looking at the log and I do see "SIP/2.0 403 Forbidden

 

[critchey]

snowman50 - not a silly question, often the obvious is overlooked, but yes, softphone is enabled.

I believe communicator uses the "Enable Desktop/Tablet VOIP client" checkbox not the softphone checkbox. Is that one enabled as well?

The truth is just an excuse for lack of imagination.

 

[Okkie26]

Is the power user license valid?

If I'm not mistaken, you first need a preffered edition license. Otherwise the Power User licens will remain 'dormant' instead of valid.