IP Office Troubleshooting
User Account Configurations Have Reverted Back to the Defaults
The programming changes, such as button programming, user specific short codes, etc., made to a user's account have reverted back to their default settings.
I. Some telephones have the capability to make certain configuration changes directly. Hence, it is a good idea to check that the user has not made those configuration changes in question.
II. If the changes have been made via Phone Manager, which means those changes have only been saved to IP Office's RAM memory and will not be copied to flash memory until midnight unless you have received and sent a copy of the config. Prior to a power failure before midnight
(default time when information in flash memory is copied to RAM), the changes will not have been copied to RAM memory and will be lost because when the IP Office system comes back on, it gets its files from the flash memory. The quickest way to see if the IP Office system has
rebooted recently is via the System Monitor application.
To use the System Monitor application:
1. On the PC running Manager, click the Windows Start icon and select Programs|IP Office|Monitor.
2. At the beginning of the System Monitor window, look for a line similar to the following:
This information will give you a good indication of whether or not the system has lost power or rebooted unexpectedly.
III. Check that there is only one instance of the IP Office system being configured at any one time. If there are more than one configuration being performed at the same time, configuration updates will get overridden.
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).
Reprogram the features, open a new configuration and merge it back to the IP Office.