VM Pro/ IPO mailbox trouble

[Joledur]

Since 2 weeks we are working to fix a problem with IP Office mailbox on a VM Pro. The problem is the following: When we acess the mailbox there is no sound at all if we don't have a new message, but the options still working (if u know them by heart)!?! To be clear, you are in your mailbox and there is no sound, but if you press 8 it start talking.

When we have a new message everyting work fine, the message is playing followed by all the options.

...and if you do the error to press pound sign, after your password for exemple, everything freeze!

System is IPO 500 V2 configured in french with 2008 server, we have already try barely every release btw 7 (05) and 8 (16), we have format/ recreate sd card, we have reproduced the problem with another PC on windows XP, and we have try on 4 control unit including 2 demo system and we have ticket with avaya and several hours of working with them, they have the log, acess to the system and every thing they want...

But the best joke is that today Avaya close the ticket and the engeneer said to us that he spoke with programmers team and they said that it's bad but normal that this kind of mailbox work in that way, in an other words, there is nothing to fix wait for the next release!!!

I don't accept and beleive this answer. I dont expect a miracle but i found it strange that it seem that we are the only team with this problem, i want to know if it's us or the machine.

Btw

We cannot use intuity.
We cannot use visual voice cause we are on Nortel digital phone.
Checking the help box in user-voicemail field dont help.
It dont work better if the system is fully in US english.

I come from Nortel world accustom of the stability of callpilot and i want to love IPO but we have so many weird issues (even exept this one)

THX

 

[amriddle01]

Load VM Pro onto another machine for testing, but a machine not on your domain and without any company policies AV/firewall loaded, it will run quite happily even on a laptop. This will prove where the fault lies, I have a suspicion it's the server/what's on the server as I have never seen this

http://www.ipoffice.tel

 

[IPGuru]

you should at least get "You have no new messages" if the mailbox is empty
if not it sounds like some or all of the system prompts are missing.

As to stability I wiould say that 99% of VM Pro faults I investigate (apart from configuration changes) are caused by one of two reasons:

1) VM PC switched off!
2) Firewall/Anti Virus software port blocking.

Computers are like Air conditioners:-
Both stop working when you open Windows

 

[amriddle01]

I would add:

3) Windows updates

http://www.ipoffice.tel

 

[Joledur]

Just to be sure, is someone of you can turn on IPO mode mailbox on a vm pro with ip 500 v2 and let it run for a day. Let me know if you heard the prompts pls.

I said to let it run for a day cause we are pretty sure it had work for a couple of hours. But not completely sure , we have worked so late in the night and done so many changes.

 

[tlpeter]

We do use IPO mode all the time but this is not an issue i have ever dealed with.
Although it sounds like the 2 hours without a license issue.


BAZINGA!

I'm not insane, my mother had me tested!

www.lantel.nl

 

[Joledur]

...and you have done it on on ip500v2 r8, it's insane that Avaya guy said that to us. Here is the licences concerning VM:

Preferred edition (vm pro)
Preferred edition Additionnal port

and what about the pound sign issue?

Btw, in intuity mode it work perfectly

The system has been originaly put in 8 and then downgrade in 7,
actually in 7,0(27)

 

[amriddle01]

Did you also downgrade the VM? Sounds like missing prompts as Intuity uses different prompts, a debug view trace will show if that's the case

http://www.ipoffice.tel

 

[Telecomboy]

If it went in as an R8, it would also need the Essential Edition License in order to run vmpro.

 

[Joledur]

Did you say that i need essential and preferred?

And yes Amriddle, we have also downgrade the vm.

Does exist somewhere "the recepe of a pro to never f*** with VmPro install"

Now i just try to install it on one of my PC running XP and now i cant see users mailbox but they are all there in system status!

The jinx is after me

 

[Telecomboy]

If it went in as a new R8, you need essential license and preferred license in order to run vmpro.

 

[amriddle01]

No mailboxes is AV/firewall getting in the way by port blocking (usually windows firewall) turn any off for now

http://www.ipoffice.tel

 

[Joledur]

At this moment it should be the fact raised by telecomboy, i only have preferred licence and not the R8+ preferred so i thought it was that. Anyway i have desactivate the services for Micrsoft essential and for windows firewall, but i must downgrade to 7 to know if it working.

I have installed framework 4.0 and crystal report. Do i should install anything else just for the bsic Vm pro?

 

[IPGuru]

The VM Pro installer will install everything it needs

as a quick Question have you looked at the Applications Server (Linux Server)? it self installs on a blank PC with minimal user input & no dependency on windoze or 3rd party applications.

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[Joledur]

Our real server are build by real it tech, the last one on windows was my own pc, so no maintenance contract for that.
I have try to analyse the debug log (of the real server) when the case occur. It's posted below, this is the part when it say " you have no new messages" but after the second MC_02 wav, nothing happen, it dont say if you have saved or old message and no MNU wav to say my option, anyway the right MNU wav seem to dont exist in the VM folder. I dont know what to think about that, i dont see error. Does i miss something or it's really bad encoding?


16/02 22:32:28.682 vmprov5s (23,5) 594, ac0: Succeeded in loading sound bite C:\Program Files (x86)\Avaya\IP Office\Voicemail Pro\VM\Wavs\frc\MC_02.WAV [uLaw]
16/02 22:32:28.682 vmprov5s (13,8) 594, ac0: > VMailBox::AllMessageList(Name:Extn201, N (78), (0), (0))
16/02 22:32:28.682 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, NewMessageSortOrder) returning "1"
16/02 22:32:28.682 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, OldMessageSortOrder) returning "0"
16/02 22:32:28.682 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, SavedMessageSortOrder) returning "0"
16/02 22:32:28.682 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, UnopenedMessageSortOrder) returning "1"
16/02 22:32:28.682 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, NewCallRecordingSortOrder) returning "1"
16/02 22:32:28.682 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, OldCallRecordingSortOrder) returning "0"
16/02 22:32:28.682 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, UseReverseSortOrderForPlaybackN) (REG_SZ) returning "N"
16/02 22:32:28.682 vmprov5s (13,8) 594, ac0: < VMailBox::AllMessageList()
16/02 22:32:28.683 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, SignalNormalisation) returning "18"
16/02 22:32:28.683 vmprov5s (23,5) 594, ac0: Succeeded in loading sound bite C:\Program Files (x86)\Avaya\IP Office\Voicemail Pro\VM\Wavs\frc\SVM_21.WAV [uLaw]
16/02 22:32:28.683 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, SignalNormalisation) returning "18"
16/02 22:32:28.683 vmprov5s (23,5) 594, ac0: Succeeded in loading sound bite C:\Program Files (x86)\Avaya\IP Office\Voicemail Pro\VM\Wavs\frc\SSB_02.WAV [uLaw]
16/02 22:32:28.683 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, SignalNormalisation) returning "18"
16/02 22:32:28.683 vmprov5s (23,5) 594, ac0: Succeeded in loading sound bite C:\Program Files (x86)\Avaya\IP Office\Voicemail Pro\VM\Wavs\frc\SVM_11.WAV [uLaw]
16/02 22:32:28.683 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, SignalNormalisation) returning "18"
16/02 22:32:28.684 vmprov5s (23,5) 594, ac0: Succeeded in loading sound bite C:\Program Files (x86)\Avaya\IP Office\Voicemail Pro\VM\Wavs\frc\MC_02.WAV [uLaw]
16/02 22:32:28.684 vmprov5s (09,4) 594, ac0: Session: 0000006d - Summary mailbox=(Extn201), (0,1,0)
16/02 22:32:28.684 vmprov5s (06,8) 594, ac0: > VMClient::SendMsg(Session=0000006d,buf=050B7070)
16/02 22:32:28.684 vmprov5s (06,8) 594, ac0: < VMClient::SendMsg()
16/02 22:32:28.684 vmprov5s (02,8) 594, ac0: < VoiceMailDialog::VoiceMailDialog()
16/02 22:32:28.684 vmprov5s (02,9) 594, ac0: > IVRNodeDialog::IVRNodeDialog(05250BE0, 0523D350, 2, 201, Extn201>?Extn201, , Extn201, frc, 0, 11, Unknown, Internal)
16/02 22:32:28.684 vmprov5s (00,9) 594, ac0: > CPool::Get()
16/02 22:32:28.684 vmprov5s (00,9) 594, ac0: < CPool::Get()
16/02 22:32:28.684 vmprov5s (02,9) 594, ac0: < IVRNodeDialog::IVRNodeDialog()
16/02 22:32:28.684 vmprov5s (06,5) 594, ac0: VMClient::RxOpen - Created dialog 052597E8
16/02 22:32:28.684 vmprov5s (09,4) 594, ac0: Session: 0000006d - - Internal: !Internal!=Y
16/02 22:32:28.684 vmprov5s (06,8) 594, ac0: [IClient:rocessBuffer]: Processing data received from 00E007068F7F (MASTER:192.168.0.109 - SLAVE:0.0.0.0 [INACTIVE]) [7.0 (27)] left 16ms ago (open type=9,session=6d), request " VMMESSAGE_ACTIVE Session=0000006d, Seq=0"
16/02 22:32:28.684 vmprov5s (0b,9) 594, ac0: VMRegistry::GetRegistryEntry(1e4, MinimumIdleTime) returning "2400000"
16/02 22:32:28.684 vmprov5s (09,4) 594, ac0: Session: 0000006d - Configuring for reliable disconnect, IDLE time is 300.000s
16/02 22:32:28.684 vmprov5s (06,5) 594, ac0: VMClient::RxActive 05250B20 (session=0000006d)
16/02 22:32:28.684 vmprov5s (09,4) 594, ac0: Session: 0000006d - Receive ACTIVE for session 0000006d, call-id 11
16/02 22:32:28.684 vmprov5s (06,9) 594, 62c: > VMClient:lay(05250B20 <session=0000006d>)
16/02 22:32:30.008 vmprov5s (0b,9) 594, 5ac: VMRegistry::GetRegistryEntry(1e4, IsDataBackupFeatureEnabled) (REG_SZ) returning "Y"
16/02 22:32:30.008 vmprov5s (0b,9) 594, 5ac: VMRegistry::GetRegistryEntry(1e4, TraceIMAP4Usage) (REG_SZ) returning "N"
16/02 22:32:30.008 vmprov5s (0b,9) 594, 5ac: VMRegistry::GetRegistryEntry(1e4, IMAP4MaxConcurrentSessions) returning "500"
16/02 22:32:30.008 vmprov5s (0b,9) 594, 5ac: VMRegistry::GetRegistryEntry(1e4, MinimumIdleTime) returning "2400000"
16/02 22:32:30.008 vmprov5s (0b,9) 594, 5ac: VMRegistry::GetRegistryEntry(1e4, TraceVoicemailSummary) (REG_SZ) returning "N"
16/02 22:32:30.008 vmprov5s (0b,9) 594, 5ac: VMRegistry::GetRegistryEntry(1e4, TraceVoicemailUsage) (REG_SZ) returning "N"
16/02 22:32:31.506 vmprov5s (7f,9) 594, 778: Eventing:NotifySubscribers, size of the subscriber list is 0
16/02 22:32:33.036 vmprov5s (06,9) 594, 62c: < VMClient:lay()
16/02 22:32:34.557 vmprov5s (7f,9) 594, 778: Eventing:NotifySubscribers, size of the subscriber list is 0
16/02 22:32:35.236 vmprov5s (06,8) 594, 708: SOCKSTask::Main(VMServer [SOCKSTask] port 50791): Received request " VMMESSAGE_POLL Session=00000000, Seq=0" from 192.168.0.109:4098
16/02 22:32:35.236 vmprov5s (26,6) 594, 70c: PBX <192.168.0.109> - Backup active = FALSE, backing up PBX <0.0.0.0>
16/02 22:32:35.236 vmprov5s (26,6) 594, 70c: POLL from 192.168.0.109:4098 contained the following sync info: bBackupActive=0, ulBackupIp=0.0.0.0, uCentralIP=0.0.0.0, tsPeerVMDNS=, tsPeerIPOName=00E007068F7F, buf->data[35]=0, buf[31-34]=0.0.0.0

 

[Joledur]

By the way, does exist some documentation to learn how to read debug?
It'a a beautiful tool i want to understand more