We have been having this head scratcher of an issue we have been working on for months with Avaya support and our Avaya Business Partner and have gotten nowhere.
Essentially users will sometimes get the red error triangle in their Avaya workplace client that says, "invalid extension or password." Despite the fact their password and extension are correct (Using the correct password from user Page and working previously before and after issue with no change to login info). They lose access to all extra call features so no contacts, no hunt group toggling, no forwarding, or twinning setting, no voicemail information, etc but they can *still make and receive calls without issue*. This happens on the Windows, and Smartphone client (iOS, or Android) no matter where you login while the issue is occurring. You can login as a different user on the same device and the issue will not be occurring for them. The issue will go away on its own within a day or so (Without changing any login information, will just suddenly start working). Or if you refresh the autoconfiguration in the app and logout and login several times (5-10 typically) the issue goes away.
This happens on LAN, even on the same subnet as the IPOffice and it happens on the WAN and over the VPN. It happens when connected via FQDN (which is what we usually use) or connected via the public IP (on WAN) or private IP (on LAN).
The avaya workplace clients are all up to date (3.33), IPOfice (as of currently) is on IP Office 11.1.2.4.0 build 18. Has been on several different versions since this issue started in September 2022.
Should be mentioned this does not occurring with our J169 phones, just the workplace client on Windows, or Android/iOS. It also doesn't always show the red triangle with the error message, sometimes it has the exact symptoms without it, but doesn't have the green checkmark in the profile picture area.
We have tried generating a new 46xxsettings.txt, changing the DNS server used by the IPOffice (both public and internal DNS), we have tried replacing the public interface for the IPOffice from our SonicWALL device to a Session Border Control device, we regenerated the self-signed certificate for the IPOffice, we have even gotten a replacement IPOffice IP500 V2 and rebuilt our entire configuration for our phone system from scratch following all proper documentation from Avaya, all with no improvement.
We can see stuff in the logs like "Subscription-State: terminated;reason=timeout", and "Credentials were not accepted by the server. Retrying..." around the times with the invalid logins but can find no reason why the IPOffice would be doing any of this intermittently and why generating autoconfiguration and logging out and in several times fixes the issue.
Avaya support and our Avaya business partner (and also myself Googling) can find no reports of this exact issue ever occurring and we've tried pretty much everything we can think of so we're at a complete loss and really hoping someone can give us some pointers.
Essentially users will sometimes get the red error triangle in their Avaya workplace client that says, "invalid extension or password." Despite the fact their password and extension are correct (Using the correct password from user Page and working previously before and after issue with no change to login info). They lose access to all extra call features so no contacts, no hunt group toggling, no forwarding, or twinning setting, no voicemail information, etc but they can *still make and receive calls without issue*. This happens on the Windows, and Smartphone client (iOS, or Android) no matter where you login while the issue is occurring. You can login as a different user on the same device and the issue will not be occurring for them. The issue will go away on its own within a day or so (Without changing any login information, will just suddenly start working). Or if you refresh the autoconfiguration in the app and logout and login several times (5-10 typically) the issue goes away.
This happens on LAN, even on the same subnet as the IPOffice and it happens on the WAN and over the VPN. It happens when connected via FQDN (which is what we usually use) or connected via the public IP (on WAN) or private IP (on LAN).
The avaya workplace clients are all up to date (3.33), IPOfice (as of currently) is on IP Office 11.1.2.4.0 build 18. Has been on several different versions since this issue started in September 2022.
Should be mentioned this does not occurring with our J169 phones, just the workplace client on Windows, or Android/iOS. It also doesn't always show the red triangle with the error message, sometimes it has the exact symptoms without it, but doesn't have the green checkmark in the profile picture area.
We have tried generating a new 46xxsettings.txt, changing the DNS server used by the IPOffice (both public and internal DNS), we have tried replacing the public interface for the IPOffice from our SonicWALL device to a Session Border Control device, we regenerated the self-signed certificate for the IPOffice, we have even gotten a replacement IPOffice IP500 V2 and rebuilt our entire configuration for our phone system from scratch following all proper documentation from Avaya, all with no improvement.
We can see stuff in the logs like "Subscription-State: terminated;reason=timeout", and "Credentials were not accepted by the server. Retrying..." around the times with the invalid logins but can find no reason why the IPOffice would be doing any of this intermittently and why generating autoconfiguration and logging out and in several times fixes the issue.
Avaya support and our Avaya business partner (and also myself Googling) can find no reports of this exact issue ever occurring and we've tried pretty much everything we can think of so we're at a complete loss and really hoping someone can give us some pointers.
