UCA Softphone - Connection lost

[andy4uk]

Hi Guys,

I'm stuck and can't seem to see where i may be going wrong.

I have installed UCA5.1 onto an MSL server with 9.4, the Mitel controller is also on the latest software version MCD 6.0.

My problem is that I have configured the server together with the softphone extension, however when i start the client software i receive the following message
- Connection Lost..... Your connection with UC Server has been lost. Reconnection i 30 seconds

This is weird, because in the back ground the client software seems to start and it looks to pull the information (softphone extension and name) from the UCA server - also when we receive a call on the deskphone we receive all the call information.

Any help or guidance would be great.

Thank you

Andy

 

[njmiteltech]

Were you ever able to resolve this? I am having same issue same software as well

 

[AlbertoB]

did you verified the configuration of the user in the 3300?
The device type must be app server port and you must have enough softphone licenses
Are you connecting like Teleworker or in a LAN?

 

[NickN87]

I was having this exact same issue, only when connecting remotely via the desktop app. On the LAN it was fine, would work great but moving outside the LAN the UCA Desktop client would come up for 2 seconds or so then give the cannot connect to UC server message. Eventually I was able to find all the steps in the docs, but since its Mitel it took awhile.

Basically I found that I missed all the MBG integration, didn't realized I had to as the mobile app worked no problem remotely and missed it in the docs.

Anyways, you need to setup the Teleworker settings in the UC client before logging in, then you need to click on the option about retreiving a certificate. Once you click that and it says it successfully sent the request, you need to log into the MSL server and go to manage certificates. There should be one pending, you need to click on it and approve. You then need to copy the MAC address that is in the certificiate name I believe, then go into the MBG blade, go to services, Minet devices and add. Paste the MAC as the ID, label it something and check the enable box and apply.

If you go back to the client it should say that the certificate was approved, and you can close the teleworker settings. You should then be able to login.

Not sure why the desktop client takes so many steps.

Also if you want the softphone (either mobile app or desktop client), make sure to add it under SIP devices).

 

[308win]

We had the exact same problem, UCA in teleworker mode via the MBG would appear to connect then disconnect with a 'reconnecting in 5 minutes' message. This was on an installation that had been running fine for a year. The UCA client log file was showing an error with the certificate. Our vendor and Mitel support was stumped by this. At first they tried deleting the teleworker issued certificates, then they were telling us that the MBG or network wasn't configured properly. It turned out that the certificate bound to the UCAWebSocket service on port 36008 was not the same certificate that was bound to every other service. (Look at the tug.ini file on the MBG.) That certificate on port 36008 was our old expired one. We had updated the MBG with a new certificate a few months prior, which was bound to every other service. Checking the installed certificate through the management interface showed the updated certificate. We finally figured it out by pointing firefox at

https://mbg:36008

and looking at the certificate. Then it still took an escalation at Mitel support in order to get an engineer whould could fix it.