Unable to login to IP Agent v5

[ppenning]

Good Day everyone,
One of my users started experiencing a problem this morning. Unable to log in via IP Agent v5. No errors, it just keeps trying to log in... Up until now he has had no problems in IP Agent. Not sure what changed, but here is what I see in a list trace of his station.

09:47:41 rcv GRQ endpt 10.38.11.111:7476 switch 10.11.99.14:1719 ext 2495
09:47:41 snd GCF endpt 10.38.11.111:7476 switch 10.11.99.14:1719 ext 2495
09:47:41 rcv RRQ endpt 10.38.11.111:7476 switch 10.11.99.7:1719 ext 2495
09:47:41 denial event 1934: IP RRJ-Ext already reg endpt 10.38.11.111 data0:0x8aad

This is on a 8710 CM 3.1.4
Any ideas?
I appreciate the help!
Perry

 

[tyubzs]

try checking if the extension is already active or used. Try command "sta sta 2495". If it is on serv-onhook, it means it is already registered or somebody is already using that extension.

 

[ppenning]

I figured it had to be something like that but I can't seem to pin it down based on my troubleshooting... The user has a hard phone with the same extension. The drill is that he usually logs in to the soft phone / IP Agent and his hard phone goes dead as normal. I am wondering if his headset button is selected thus rendering the phone "Technically" off hook and therefore unable to go dead... Thanks for the nudge in the right direction...
-Perry

 

[ppenning]

UPDATE:
Just to let everyone know... The problem is not just with this user. I am unable to log in to my normal Softphone and my co-workers cannot log into their softphone either. The only thing I can think of that we have done recently is upgrade to 3.1.4 from 3.1.2... We are all getting the same error messages as noted above...

Thanks,
Perry

 

[rbordeaux]

Not sure if it will help but the error shows the phone is already logged, try to run list registered-ip-stations on your system (also the status command from tyubzs will help) and see if it is present.

Then make sure you have licenses, my system after running display system-parameters customer-options shows the following:

IP_Soft : 5 0
IP_Soft 5 : 95 0

If you don't have licenses for v5 then you will not be able to log in (but then I guess the error message would be different).


Finally have a look at this pdf from avaya, it shows your error from the display error commands:

http://support.avaya.com/elmodocs2/s8700/PDFs/233142_1v1.pdf

Good luck and if you found the cause of the problem post it.

 

[ppenning]

Thanks for all of the help... It appears that CM v3.1.4 is incompatible with the version of softphones we have. We downloaded the Service Pack 3 and it resolved the problem... It had tier three support baffled for about 45 minutes because of the registration commands to the gatekeeper that were getting denied even when the phone was unregistered...

Thanks!
Perry