users can't access voicemail - logs show pinfail

[azrael2000]

Hi All.

Hopefully someone can get back to me on this, as i am stumped, and will be opening a ticket with Avaya if I can't find help here.

I have a user with an IP Office running R11.0.4.0 and which has a ucm installed.

My customer called me saying that users could not access their greetings to change them, so I had them dial up the voicemail with *17, and then they tell me that the VMPro (UCM) is not accepting their password.

Fine.

I reset the password of a test user to something I know, and even after that got the same message.

FINALLY, and you don't want to know what sort of fight this was, I got into the system, did a restart of the service (voicemail pro), no change. Rebooted the UCM and no change.

Going through the logs, I found an error saying PINFAIL, showing the user name and extension.

Has anyone else seen this, and know what the answer might be?

Oh, and while i remember where do the logs hide after you archive them?

Regards

 

[budbyrd]

I would check the password security settings. I haven't seen this problem personally so this is just a guess. You may have used a password that didn't meet minimum security. If you completely clear the password you can put in the ext '#' and use '#' as the password.

Dermis and feline can be divorced by manifold methods.*
*(Disclaimer for all advise given)--'Version Dependent'

 

[azrael2000]

Update:

Hi all.
Just got off of the phone with Avaya, and the first thing they said was "Why are they at 11.0.4.0? Bring them up to 11.0.4.6"
So I am doing that.

Apparently there is an issue with 11.0.4.0 where configurations "magically" start losing things in configurations after you "save them".

And they wonder why I am irked that the people who are supposed to be keeping track of customers who can get upgrades on IPOSS, don't do their job. If I was to bring it up, I have gotten the common reply "The didn't respond to us, so we give up."

Stay tuned.

Update: It looks like this worked. Everyone is able to get their voicemail, change things as required, etc. NOTE: for some reason, and this might just be random, my ucm changed from intuity mode to ip office mode. The symptom, if it happens to anyone else when people go to check their voicemail, they get "Enter Extension" and instead of "Enter Password" they get "Enter access code" (as well as all of the differences between intuity mode and ip office mode).

Hope this helps someone else (or me when my memory fails...