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.

 

[teletechman]

Okkie26 is correct see this link from Avaya

https://ipofficekb.avaya.com/businesspartner/ipoffice/mergedProjects/installation/user_licenses.htm

Note that for all profiles other than Basic User, a Preferred Edition system license is a pre-requisite for the required user licenses
Mike

 

[DavBer]

Okkie26 and teletechman

Yes, the preferred edition system is legit, unless it somehow was corrupted with the change of the UC module. But the Voicemail Pro still works, so it appears that the license is still in effect.

 

[teletechman]

You said essential edition that is why we said this about preferred. What version of Communicator are you using? Windows or Mobile? Also if I remember correctly there is a CM based Communicator as well as an IPO based one do you have the correct one? You should be using Equinox now or even IX Workplace.
Mike

 

[DavBer]

teletechman - yes, my apologies for the first post where I listed Essentials, I then corrected it in a later post indicating Essentials + Preferred Edition (R8+Preferred Edition (VM Pro)

Communicator has worked well in the past, but since we've moved the location of the server (and the original UC module went bad and was replaced) we have not been able to use the Communicator.

I am using Communicator 2.1.4.0 (for windows) The One-X IPO works fine for my cell phone, but I still need the smartphone up and running.

I tried Equinox in the past - if memory serves, the program was directed more towards Avaya cloud services rather than the IP Office v.2 and I don't think it was compatible with my configuration/licenses. I just tried IX and it won't even see my IP Office system.

 

[teletechman]

can yo get to

http://ipaddressofIPO/46xxsettings.txt

and have a webpage with your IPO settings show?
Mike

 

[DavBer]

teletechman - yes, no issues with accessing the 46xx file.

 

[critchey]

Posted this but didn't get a response:

I believe communicator uses the "Enable Desktop/Tablet VOIP client" checkbox not the softphone checkbox. Is that checkbox enabled as well? You said you had softphone checked.

The truth is just an excuse for lack of imagination.

 

[DavBer]

critchey - sorry, I didn't mean to overlook that.
Yessoftphone, one-X portal, one-X Telecommuter, Remote Worker, Desktop/Tablet VoIP and Mobile VoIP are all enabled

 

[DavBer]

Anyone have any other ideas - I really need to get this softphone up and running.

 

[snowman50]

Send a screen shot of the phone settings
Ipaddress
Port
Etc

Screen shot your login page with your actual input
Screen shot your user page


To be honest I never had any issue logging in as long as it can talk to the Ipo

 

[DavBer]

Hello Snowman -
Can't do a full screen shot as I don't give out internal (or external) ip addresses.
But the Server address points to the IP Office Lan 1
Server port is 5060 (using TCP)
Domain is set to the IP Office
and the Presence Server is set to the One-X UC ip address.

User login is the extension number and user password is the extension password.

To everyone that keeps insisting that it is the user password and extension, please look at

https://support.avaya.com/knowledge/public/solutions/SOLN284874.html

"From IP Office 10.0 SP4, users must log into ACW [Avaya Communicator for Windows] using an Extension number & password, the use of Username is no longer supported. This change has been implemented due to non-standard characters in Usernames causing unpredictable behaviour. Also, an Extension number is required for resiliancy."

There is no doubt that Communicator is connecting to the server - I see the request on the system monitor. Also, when I change the Server address, it gives an "unable to connect" error.

Just for some reason the IP Office does not recognize the correct extension/password combo.

 

[snowman50]

Hi DavBer

Any I have done have always been user extension number and user password

If your user is extension 4000
Then log in with 4000
Eg the user extension number 4000
The user password is on the same page
If your password is maddog1
Then login

4000
Maddog1

Also set the presence server to LAN 1 ipaddress

 

[DavBer]

Thanks snowman. Tried it (the change of the presence server) and it still failed.
There either has to be some corruption that I can't find, or some setting blocking the service, but no-one has been able to identify what can be blocking the service.

 

[snowman50]

It’s a pity.

I don know what else to try

 

[derfloh]

Remove presence server from the config because IPO will populate it after registering.

Are you sure that you use a IPO compatible version of Avaya Communicator?

Do a monitor trace with default filters to have a chance to see what the IPO sees as reason for declining the registration.

Do you have a SIP trunk configured using the same LAN interface that is also configured to use TCP? Then it can happen that IPO thinks the softphone tried to connect to the trunk instead of the endpoint registrar.

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

 

[DavBer]

UPDATE:

The problem has been fixed.

There issue was twofold.

No. 1: My apologies to every who insisted that the password must be the user password and not the extension password. Notwithstanding Avaya's guidance (which I think they have since removed), the login for Communicator is the extension and the password is the user password not the extension password.

No. 2: The SIP Registrar Layer 4 Protocol was using a non traditional port that did not match the default the Communicator always puts in), Yes, big *duh* on my part - changing the port on the Communicator to match the IPO corrected this issue.

 

[snowman50]

At least it’s solve now

 

[critchey]

Pink for posting resolution thank you.

The truth is just an excuse for lack of imagination.