system reboots when accessing voicemail

[azrael2000]

Really weird problem, folks.

My customer has an ip office 500 v2 running 9.0.0.829, which was running happily with no issues until one day they called and said when they try to access their voicemail, the system reboots.

Trouble shooting with the user found that there are only 3 users with the issue 2 on 1 card and 1 on an expansion module.

I have rebuilt their mailboxes, rebuilt the users, and still when they try to initialize their voicemail, as soon as they press pound when recording their name, the system reboots.

I've got the upgrade to 9.0.8.xxx in place, but I am wondering why after a year + this is happening now.

Regards

 

[CarGoSki]

too many messages on embedded card?
a corrupted message in box?
what.does.dbgview.say?

 

[azrael2000]

Hi there.

dbgview? where is that?

If I was a corrupted mail, that should have been dealt with when I deleted the user and their associated mailbox, should it have not?

I think they are missing a file. When they dial *17, and say their name, as soon as they press the # key, they hear dead air and a click.

I'm getting the manager computer to 9.0.8.xxx to bring it up, make everything current, and I am / will be logging monitor again.

Regards

 

[PhonesTech]

Delete those users and create new users with different name on same extension, then try recording the name. If this works fine, rename the user to their name but still different then before (e.g. Test User = TUser or something related to their old username but not same). I hope i'm not confusing you here.

 

[holdmusic34]

Here it is:
[URL unfurl="true"]http://lmgtfy.com/?q=ip+office+debug+view[/url]

Daddy! Geh UP! APPLES!

 

[derfloh]

No one knows if we talk about embedded voicemail or VMPro so far...

 

[azrael2000]

Sorry derfloh:

This is embedded voicemail.

vikasnehra1:

If i understand you correctly, delete the user,FredFlintstone at extension 221 for example, Then recreate the user with a name FredF at extension and see if the recording takes?

I'll give it a try, however the interesting thing about this issue is that this system has been in for almost two years and the problem just showed up.
I noticed that the 3 users who seem to be causing the issue had between 140 and 200 voicemails (no I am NOT kidding) so when I deleted the user and readded them (granted with the same names, but still) in SSA I showed fresh voicemail boxes (no new, no old, no saved).

Regards

 

[mknutson42]

I had the same issue with 8.1. My client was using Nortel Phones. I upgraded to the latest patch release on 8.1 and it fixed the issue. Upgrading to the latest patch release would but my first try. Simple to do and will let you know right away if it worked.

 

[azrael2000]

Hi Mknutson:

Sounds good. I have tried everything else within reason and capability, so your idea is good.
While you are running 8.1.x, and I am running 9.0.x, it doesn't necessarily mean Avaya didn't ... transplant... the issue.

I am curious to try what was suggested earlier. But if the customer wants the direct upgrade, we'll go that way.

Golden rule: They guy with the gold (ie the customer) makes the rules (chooses what they want) <smile>

One way or the other, will advise.

Regards

 

[derfloh]

If he pays every hour you spend in investigating he can make the rules. If you have a service contract and get no extra money for investigation you should make the rules. But you have to explain your rules.

 

[azrael2000]

Understood derfloh.

And yes, they pay for maintenance by the hour.... actually admin fee, 15 minute blocks...

As an update, I did load the new 9.0.8.xxx software and everything is good now. NOW if I can figure out why the system acted up after 2 years in service, that would be great.

I think them not clearing out old voicemails might have been the issue, and I told their on-site tech to enforce their "voicemail is not a filing system". If it continues I suggested he remove voicemail from the offenders.

Thanks to everyone who assisted.

Regards

 

[sizbut]

<RANT>In some ways it's Avaya fault. EVM is a very basic free voicemail for small systems and a small number of messages. They really need to have imposed some quota (more than just the overall one) on the max messages each user could have kept. In my book taking away Voicemail Lite as an intermediate to full Pro was an error. Even a cheaper VMPro where is doesn't allow the callflow customisation would be great for a lot of people: VMPro Lite (I suspect that is how a lot of VMPro's are actually used anyway). </RANT>

Stuck in a never ending cycle of file copying.

 

[Okkie26]

Isn't VM Lite still working on later releases? (although not supported)

 

[holdmusic34]

You needed a friggin PC and because it wasn't resource heavy it'd always end up on a crappy machine that gets turned off at random intervals.
Half of getting vmlite working again was turning the machine on.

Daddy! Geh UP! APPLES!