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IP Office Troubleshooting

Voicemail Pro Server Not Starting or Loses Connection

Issue
The Voicemail Pro server will not start or loses connection to the IP Office control unit after two hours.

Possible Causes
The IP Office system can only interact with one voicemail server at any one time. Voicemail Pro is a licensed voicemail program that builds upon Voicemail Lite by offering a high degree of customization for any mailbox. Unlicensed Voicemail Pro will run for two hours (for demonstration and testing purposes) and then disconnects.

Voicemail Pro consists of both a server program and a client for administration of the server. Some customer sites have Voicemail Pro installed on a separate server PC from that running Manager.

For Voicemail Pro to function properly, the following must be in place:
Networking configurations between the Voicemail Pro server PC and the IP Office control unit must be correct.
The Voicemail Pro license key must be properly configured.
If the customer has remote IP Office systems connected to Voicemail Pro, verify that it is configured for centralized voicemail.
These verifications are discussed in detail below and are sectioned into actions performed on the Voicemail Pro server PC and those performed on the PC running Manager.

Actions Performed on the Voicemail PC
The following verifications are performed on the Voicemail Pro server PC.
I. Verify that the computer running Voicemail Pro has a static IP address and the address is within the IP range and subnet range that the IP Office is configured with. The two IP addresses need to be on the same network. For example, if the IP and subnet range of the IP Office is 192.168.42.1 and 255.255.255.0 respectively, then the IP address of the computer running Manager should be anywhere between 192.168.42.2 to 192.168.42.254.

Procedure

To check and update the IP address of the computer running Manager:
1. Right-click My Network Places and select Properties.
2. Right-click Local Area Connections and select Properties.
3. Select Internet Properties (TCP/IP) and click Properties.
4. With Use the following IP address selected, the fields for IP address and Subnet mask is available for editing. Make the necessary changes based on IP range of the IP Office control unit.
5. Click OK.

II. Check the default gateway programmed on the Voicemail Pro computer. The default gateway should be the IP Office.

Procedure

To check and update the default gateway of the Voicemail Pro computer:
1. Right-click My Network Places and select Properties.
2. Right-click Local Area Connections and select Properties.
3. Select Internet Properties (TCP/IP) and click Properties.
4. With Use the following IP address selected, the Default Gateway field is available for editing. The default gateway should be the IP Office. Make the necessary updates.
5. Click OK.

III. Check that there is a network connection light on the Voicemail Pro computer's network interface card (NIC) and the IP Office or Hub/Switch port at the other end of the cable.

IV. From the PC running Voicemail Pro, check you can ping the IP Office's IP address.

Procedure

1. From the Start menu of the computer running Voicemail Pro, select Run.
2. Enter cmd in the text box.
3. In the Command Prompt window, type ping xxx.xxx.xxx.xxx (where x = IP address of the IP Office control unit).
4. A message similar to the following should appear:
5. If the ping results in a Timeout, meaning the Voicemail Pro PC cannot contact the IP Office, check to make sure all network cables are fitted correctly.

Actions Performed on the Manager PC

The following actions must be performed on the PC running Manager.
I. Via Manager, verify that the Voicemail Type and IP address is set correctly.

Procedure

1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, select System and double-click the IP Office system you are configuring.
3. Within the Voicemail tab:
i. Check that PC is selected under the Voicemail Type heading.
ii. Check that within the Voicemail IP Address field, either the IP address of the Voicemail Pro server is entered or if you have only one voicemail server, a broadcast address of 255.255.255.255 is also acceptable.
2. Click OK.
3. Click the icon or choose File | Save. Accept the selected reboot mode by clicking OK.

II. Check that the license key dongle is fitted properly to the PC running Manager.
Note: 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. Otherwise, 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.

III. Via Manager, verify that a Voicemail Pro 4 ports (Unlimited) license key is installed and the key is valid.

Procedure

1. Log onto Manager and open an IP Office configuration.
2. From the Configuration Tree, select License. A Voicemail Pro 4 ports (Unlimited) license should be listed with a Valid status.
3. If the status is Invalid, refer to Licenses Show Invalid or Unknown.

IV. On the PC running Manager, check that the Key Server service is running.

PROCEDURE

1. On the PC running Manager, go to the Windows Start menu and select Settings|Control Panel.
2. Double-click Administrative Tools.
3. Double-click Services.
4. 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.

V. If the customer has remote IP Office systems connected to Voicemail Pro, verify that the Voicemail configuration on Manager at the remote sites are defined correctly.

PROCEDURE

On the Manager application at each of the remote IP Office sites, do the following:
1. Log onto Manager and open an IP Office configuration.
2. From the Configuration Tree, select System and double click the system in question.
3. On the Voicemail tab:
i. Check that the Voicemail Type is defined as Line. This will define the system to use centralized voicemail.
ii. In the Voicemail Destination field, make sure that the correct IP trunk number is selected.
4. Click OK.

VI. 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

Monitor the Voicemail Pro system to verify that it starts and continues to function.

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