Avaya CMS Supervisor Clients Installation and

Chapter 13: Troubleshooting

If you have trouble with any of the procedures in this document, read this section before you call the Avaya support. The problem may be something simple that you can quickly solve yourself.

This section includes the following topics:

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Check for serial or modem connection problems on page 112 on page 103

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PC shutdowns and operating system crashes on page 105

Resolve error messages on page 105

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Browse errors when logged into multiple CMS servers on page 110

Find OCX and DLL incompatibilities on page 110

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Resolve TCP/IP host name on page 111

Check for serial or modem connection problems on page 112

General troubleshooting tips

This section includes the following topics:

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●

Verify privileges on page 103

Verify swap files on page 103

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Test operation of networking software on page 104

Preserve CMS Supervisor PC client user profiles on page 104

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View the readme file on page 104

Verify privileges

To install CMS Supervisor PC client, verify that you have administrator privileges.

Verify swap files

If you have an older PC, make sure that your systems have permanent swap files. This increases performance during swap file operations.

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Test operation of networking software

To ensure that the PC networking software is loaded and functional, you should test the networking connectivity to the target CMS server before you run CMS Supervisor PC client. To test this functionality, use the network ftp/telnet application. If this works, but CMS Supervisor

PC client still cannot establish connection, it is most likely a problem with the

WINSOCK.DLL file.

Preserve CMS Supervisor PC client user profiles

In the event of a failure during an upgrade, you can reinstall the old software. However, you will lose any previously-set preferences, scripts, or thresholds.

Use the following procedure to preserve user preferences before you perform an upgrade:

1. In Windows Explorer, locate the current user profiles.

The default location for R16, R17, and R18 (all operating systems), R15 (Windows Vista

OS) and R14.1 (Windows Vista OS) is:

%APPDATA%\Avaya\CMS Supervisor Rxx\Profiles

Note:

Note:

There is an

%APPDATA% directory for each of the users on the PC.

2. Open the directory and copy the

Profiles file tree to another location.

3. Run the uninstall program.

For more information, see

Uninstalling CMS Supervisor PC client on page 61.

4. Use the procedures in this chapter to reinstall CMS Supervisor PC client.

5. Copy the saved profiles to the default locations for each user as appropriate.

View the readme file

On the CMS Supervisor PC client software installation directory, locate and open the readme.txt file to view last-minute installation tips for this CMS Supervisor PC client release.

Since this file may contain valuable pre-installation information, you may want to read it now instead of waiting until the installation wizard prompts you to read it.

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PC shutdowns and operating system crashes

PC shutdowns and operating system crashes

If your PC shuts down, or your operating system crashes during an installation, Avaya Call

Management System (CMS) Supervisor will attempt to clean up the installation and re-install the files the next time you attempt the installation.

Resolve error messages

Use the following information to help you with error messages encountered while installing or logging in to CMS Supervisor PC client.

This section includes the following topics:

●

●

Installation messages on page 105

Login error messages on page 106

Installation messages

The following types of error messages can appear:

●

●

Information - Indicates that the error will not affect the success of the installation. Also indicates that you do not have privileges to perform the installation.

Warning - Indicates that the error may affect the success of the installation.

●

Severe - Indicates that the installation will fail, and that Setup will exit.

Error message

Installing to the

\WINDOWS or \

WINDOWS\SYSTEM directories is not permitted. Select another directory.

Invalid directory name specified.

Invalid Location. You cannot install

Avaya CMS Supervisor PC client to a floppy drive. Please select another location.

Corrective action

Select another directory.

Type

WARNING

Provide a valid directory name.

WARNING

Select another drive.

WARNING

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Error message Corrective action Type

Perform Rollback? This installation did not complete. Would you like to rollback the changes that were made during the partial installation?

The drive selected either does not exist or has insufficient space available.

Enter a different destination drive.

You do not have administrative privileges. Please log on as administrator and install Avaya

CMS Supervisor PC client.

Select Yes to delete files that were installed or to reinstate files in the registry that were changed during the partial installation.

Select another drive.

Contact your system administrator, or select a PC on which you have administrative privileges.

SEVERE

WARNING

INFORMATION

Login error messages

Error message Corrective action

A bad or invalid

WINSOCK.DLL was detected on the system. Please correct this problem and try again.

An action cannot be completed because a component (cvsServer) is not responding. Choose Switch To to activate the component and correct the problem.

Could not communicate with the modem.

Reinstall network stack.

Select Switch To to correct the problem.

Could not connect to the server

Your Avaya CMS Supervisor PC client software is not compatible with the

Avaya CMS server software. The Avaya

CMS server must be upgraded before you can log in. Contact your system administrator.

Make sure that the communications and modem settings are correct. Use the

Communications and Modem tabs in the

Options window to verify and change settings.

Try again. If you still have trouble after your third attempt, contact your system administrator to see if the server is working properly.

Contact your system administrator.

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Resolve error messages

Error message Corrective action

This version of Avaya CMS Supervisor

PC client is not compatible with the software on your Avaya CMS server.

Please upgrade your PC with the appropriate version of Avaya CMS

Supervisor PC client. Contact your

Avaya CMS system administrator.

Could not find the file

DALEAPP.EXE in the Avaya CMS Supervisor PC client directory. Please re-install this file into the Avaya CMS Supervisor PC client directory or contact technical support.

Could not initialize communications.

Could not initialize technical support

DALEAPP.EXE.

Please try to login again or contact

Could not open the specified serial port.

Please check communications settings, correct any problems, and try again.

Could not resolve the hostname

<user-entered server name>. Please check communications settings, correct any problems, and try again.

The application could not be started because system memory is low. Please close some applications and try again.

The application could not be started because the executable file is corrupt.

Please reinstall Avaya CMS Supervisor

PC client or call Technical Support.

The application could not be started because the executable was not found.

Please reinstall Avaya CMS Supervisor

PC client or call Technical Support.

Select a different server on which the CMS version that you selected is installed, or select a different CMS version.

Contact your CMS system administrator.

Reinstall CMS Supervisor PC client. If you cannot solve this problem yourself, If you continue to have this problem, you can contact support. See Support on page 11.

Try again. If you still have trouble after your second attempt, If you continue to have this problem, you can contact support. See

Support on page 11.

1. Restart your PC.

2. Try to connect again.

3. If this does not work, reinstall CMS

Supervisor PC client and try to connect.

4. If this does not work, If you continue to have this problem, you can contact support. See Support on page 11

In the Options window, check the settings under the Communications tab. Check to see if any other device is connected to the port and that you have the correct port assigned.

The hostname was not recognized by the

Domain Name Services (DNS). Try the IP address instead of the hostname. If this does not work, contact your system administrator.

Close any open applications and try again.

Remove CMS Supervisor PC client and reinstall it. If you continue to have this problem, you can contact support. See

Support on page 11.

Reinstall CMS Supervisor PC client or If you continue to have this problem, you can contact support. See Support on page 11

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Error message Corrective action

The application could not be started because the path to the executable was not found. Please reinstall Avaya CMS

Supervisor PC client or call Technical

Support.

The carrier detect signal was lost.

The passwords you entered do not match. Please retype the passwords and try again.

The serial connection was broken.

Reinstall CMS Supervisor PC client or If you continue to have this problem, you can contact support. See Support on page 11

The connection to the server has been lost, and Avaya CMS Supervisor PC client must exit. Please try to connect again later.

The connection to the server was lost.

The file,

WINSOCK.DLL, could not be found. Please ensure that this file is on your workstation's path.

The maximum number of Avaya CMS

Supervisor PC client logins on the server has been reached. Please try again later.

This is a modem-related problem. Try to connect again. If the problem persists, contact your system administrator.

This is a network-related problem. A nonrecoverable break in the network was received. Try to log in to the Avaya CMS server again. If the problem persists, contact your system administrator.

This is a network-related problem. A nonrecoverable break in the network was received. Try to log in to the Avaya CMS server again. If the problem persists, contact your system administrator.

Check for proper installation of the network.

Contact your system administrator for help.

The network connection to

<user-entered server name> timed out.

The network connection was broken.

The number of users that have been authorized to use CMS Supervisor PC client has been met. You will be denied login until the number of users fall below the authorized number.

If you continue to have this problem, you can contact support. If you continue to have this problem, you can contact support. See

Support on page 11.

CMS Supervisor PC client was unable to log in to the server. This error indicates that there may be a problem on the server.

Contact your Avaya CMS Administrator.

There is possibly a problem with the network.

Contact your system administrator.

Check to see if Caps Lock is on. If it is, turn it off. Then, re-enter the password and try again.

Try to log in to the Avaya CMS server again. If the problem persists, contact your system administrator.

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Resolve error messages

Error message Corrective action

The server did not recognize your Login

ID and/or Password. Please try again.

The server did not respond to the login request. Try again?

The server does not support this version of Avaya CMS Supervisor PC client.

Please contact your system administrator.

The server is currently in single-user mode. Please try again later.

The server is not set up to support

Avaya CMS Supervisor PC client.

Please contact your system administrator.

The server refused the connection.

There was an unknown failure on the server.

This version of Avaya CMS Supervisor

PC client is not supported by the server.

Please contact your system administrator.

You are not recognized as a valid server user. Please contact your system administrator.

Your new password must differ from the old by at least three character positions.

Your password may not be the same as or this similar to your login ID.

Make sure that you entered the correct login

ID and password. If you did, make sure that

Caps Lock is not on.

This type of error occurs when the network is busy. Try again. If the problem persists, contact your system administrator.

There is an incompatibility problem between the server and CMS Supervisor PC client.

Upgrade the Avaya CMS server or install an older version of Supervisor.

You are logging in to the Avaya CMS server when it is in single-user mode. Try again later.

Supervisor is not authorized on the server

(either the number of CMS Supervisor PC client users = 0 or the feature is not authorized). Contact your system administrator.

In the Options window, check the Network

Port number.

Contact your Avaya CMS Administrator.

There is an incompatibility problem between the server and CMS Supervisor PC client.

Upgrade the Avaya CMS server or install an older version of CMS Supervisor PC client.

Your login ID is not administered on the Avaya

CMS server. Contact your system administrator.

Choose another password. It must have at least three different character positions than your old password. It also must have at least two alphabetic characters, at least one numeric or special character, and must be six characters in length.

Choose another password. It must have at least three different character positions than your old password. It also must have at least two alphabetic characters, at least one numeric or special character, and must be six characters in length.

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Error message Corrective action

Your password must be at least six characters in length.

Your password must contain at least two alphabetic characters, and at least one numeric or special character.

Your UNIX shell is not set to

/usr/bin/ cms, so Automatic Login will not work properly. Please select Manual Login in the Options dialog box and try again.

Choose another password. Your password must have at least two alphabetic characters, and at least one numeric or special character.

Choose another password. Your password must also be at least six characters in length.

On the CMS Supervisor controller window, select Tools then Options... From the

Options window, select Manual Login and try logging in to the Avaya CMS server manually. Call your system administrator to change your shell.

Browse errors when logged into multiple CMS servers

When operations that involve retrieving and caching large amounts of data from the CMS cause a significant amount of delay, you may experience browse errors if the operation does not finish in a predetermined amount of time. If this occurs, you can eliminate this type of error by making a Registry modification on the PC.

CAUTION:

!

CAUTION:

If you use the Registry editor incorrectly, you can cause serious problems that may require you to reinstall your operating system. You can refer to the readme.txt file for the procedures and for more detailed information, but

Avaya, Inc. recommends that you call technical support before you attempt to make any Registry modifications on the PC.

Find OCX and DLL incompatibilities

CMS Supervisor PC client and other applications on your PC use OLE Custom Extension

(OCX) and Dynamic Link Library (DLL) files. Some of the OCX and DLL files used by CMS

Supervisor PC client may already exist on the PC because they are used by other applications.

Problems can occur when CMS Supervisor PC client uses existing OCXs and DLLs that are an incompatible with what CMS Supervisor PC client needs. These problems may appear as

General Protection Faults (GPF), lockups, or other unexpected problems.

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Resolve TCP/IP host name

To determine if this type of problem exists, do the following steps:

1. Perform one of the following actions:

●

Remove everything from your Startup group.

●

Hold down Shift and press L while starting.

2. Restart Microsoft Windows.

3. Run CMS Supervisor PC client. Make sure that CMS Supervisor PC client is the only application that is running.

If the problem no longer persists, it means that other software loaded on your PC is using an OCX or a DLL that is not compatible with CMS Supervisor PC client.

4. Run each software program that was in the Startup group, individually.

For support information, see Support on page 11. Contact Avaya for support. If you still encounter problems, then you will not be able to run this software at the same time as you run

CMS Supervisor PC client. In rare instances, other software applications cannot co-reside with

CMS Supervisor PC client on the same PC

Resolve TCP/IP host name

In the event that initial configuration of the TCP/IP server for CMS Supervisor PC client has an error or other problem, use the following procedure to resolve host name problems:

1. To ensure that this is the problem, open a command prompt window.

2. Ping the Avaya CMS host.

If the host cannot be found, contact your network administrator. If the host is found, the reply will contain the host’s IP address.

3. Check that the Avaya CMS host entry on the Domain Name Server (DNS) is correct. If it is wrong or missing, use the IP address returned to you to correct or create the entry.

4. Edit the

%WINDIR%\System32\drivers\etc\hosts file on the PC to include a line for the Avaya CMS server, which is in the following format:

server name IP address

Example:

myserver 123.123.123.123

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Check for serial or modem connection problems

If you have a bad serial or modem connection, you will encounter slow data transfers and frequent loss of the serial connection. CMS Supervisor PC client will report this as a Serial

Connection Broken error message. If automatic login was selected, CMS Supervisor PC client will attempt to connect again.

To check for serial or modem connection problems, do the following steps:

1. Make sure that the RTS/CTS flow control string is selected in the Options window.

2. Check to see if your serial connection to the Avaya CMS server or modem is wired correctly for hardware flow control. For modem connections, make sure you have the correct cable wiring between the modem and the Avaya CMS server.

3. Your hardware flow control on the Avaya CMS server's serial ports must be on and functioning properly. Refer to the your server platform documentation for correct configuration of hardware flow control for your respective serial communications.

4. 16550A UARTS must be in use on the PC running CMS Supervisor PC client. The following parameters in the

[386Enh] section of the PC's SYSTEM.INI file should be set to:

COMnFIFO=1

For this parameter, substitute

n for the communications port you want to use. This will ensure that the FIFO buffer capability of the communications port is used.

5. Some terminal server connections may require the addition of

EscAllCtrl=1

in the

[LINK] section of the Centrevu.ini file.

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