IP Office Troubleshooting
Existing Licenses are Invalid Upon Opening or Merging System Configuration
Issue
Existing license keys are shown as invalid upon opening or merging the system configuration.
Possible Causes
License keys are unique and tied to the serial number of the Feature Key (also known as a license key or dongle) plugged into a Feature Key Server PC on the network. The address of the Feature Key Server PC (also known as License Key Server) is set through the System form.
New and altered license keys are not validated against the Server PC's Feature Key until after a Control Unit reboot. Following a Feature Key Server PC reboot, it will only communicate with the first IP Office Control Unit that contacts it.
For license keys to continue functioning, the following must be kept in mind:
• IP Office - Small Office Edition and the IP Office 412 control unit also support a direct plug-in of serial license keys.
• Feature key must be properly installed on the PC supporting the feature key and the PC must be running.
• The PC supporting the feature key must be able to communicate with the IP Office control unit. Each of these verification issues are discussed in detail below.
Action
I. Check that the PC supporting the feature key is running then proceed to the third action item. If the customer has an IP Office - Small Office Edition or an IP Office 412 control unit, see the second action item below.
II. If the customer has an IP Office - Small Office Edition or an IP Office 412 control unit, a serial license key can be plugged directly into these control units. If this is the case, check that the serial license dongle is plugged snugly into the correct serial port and the license server IP
address is defined properly.
III. Check that if using an a PC that either the parallel or USB dongle is connected correctly.
III. On the PC supporting the feature key, verify the following:
PROCEDURE
Check that the feature key is validated in the tool tray on the PC's task bar. The tool tray typically resides to the left of the clock on your PC monitor. An example is provided below:
• If there is a (red feature key icon) is displayed, it means the feature key (dongle) is connected properly in the back of the PC and is working.
• If the icon is white with a red cross through it , it means the feature key (dongle) is not connected properly or not working. Check that the feature key is connected properly to the back of the PC before continuing with the troubleshooting procedures.
2. Check that there is a network connection light on both the IP Office and the PC's Network Interface Card (NIC).
3. Verify that the PC supporting the feature key can ping the IP Office control unit. (If the PC supporting the feature key is not directly connected to the IP Office LAN ports, seek the advice from the customer's IT department to help test the network.)
i. From the Start menu of the computer running Manager, select Run.
ii. Enter cmd in the text box.
iii. In the Command Prompt window, type ping xxx.xxx.xxx.xxx (where x = IP address of the IP Office control unit).
iv. A message similar to the following should appear:
v. If a message similar to the following appears and you have performed all the verification checks relating to this issue, then contact T3 support:
4. Check that the Key Server service is running.
i. On the PC supporting the feature key, go to the Windows Start menu and select Settings|Control Panel.
ii. Double-click Administrative Tools.
iii. Double-click Services.
iv. Find the Key Server service and check that it has a Started status.
• If the service is started, right-click it and select Stop and then Restart. This will ensure that the service is running.
• If it is not started, right-click the service and select Start.
PROCEDURE
If there are more than one IP Office systems on the network (same subnet) with either a broadcast address of 255.255.255.255 or a direct match to the IP address of the key server PC in the System | License Server IP Address field, the key server will assume that there are two IP Office
systems attempting to use the same license key. This can cause licenses to go invalid.
To check the license server IP address configuration:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select System and double-click the system in question.
3. On the System tab, verify that the License Server IP Address field is blank (if using a serial dongle and a specific IP address if using a license server with parallel or USB dongle)
4. Click OK.
5. If any configuration updates have been made, click and accept the selected reboot mode by clicking OK.
PROCEDURE
After performing the above troubleshooting steps, merging the license information back to the system can sometimes trigger the licenses to validate. To trick the system into thinking that new license information has been entered and requiring a merge, do the following:
To check the license server IP address configuration:
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select License and double-click on a license.
3. The License window appears displaying the license string. Click OK. This makes the system think that new license information has been entered.
4. Merge the "update" back to the system by clicking and selecting the Merge Config option. Click OK.
IV. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Validation
Check within the Licenses configuration form that all licenses are valid and the application is working.
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