Use the following information to help you with problems you may encounter when logging into the server.

• Problem 1: You are unable to log into the server.
• Problems 2: You receive the following message when you try to log into the server: "An error was detected in Avaya iClarity IP Audio. Choosing the OK button will allow you to exit the application. Try to log in again. If the error continues, call the Avaya Helpline or your Avaya authorized dealer."
• Problem 3: You have more than one account on the server, and you are able to log into an account. However, when you log out and then try to log into a different account, you are unable to log into the server.
• Problem 4: You get the �switch is busy� message when logging into the server.
• Problem 5: You receive the error message: "Your login attempt was unsuccessful due to one or both of the following conditions: You entered an invalid extension. You entered an invalid password."
• Problem 6: You receive the error message: "Either the call control application or the voice connection destination you have selected is not compatible with the extension you have specified or your extension is not properly administered. Please contact your system administrator."
• Problem 7: You receive the error message: "The extension to which you are trying to log in is associated with a telephone or another Avaya IP Softphone. Click the OK button to override that association. Otherwise, click the Cancel button."
• Problem 8: You receive the error message: "A login attempt was unsuccessful due to one of the following conditions: The network or server is experiencing problems. You entered an invalid IP address or node name. Re-enter your IP address or node name and then choose the Login button."
• Problem 9: You receive the error message: "The system is currently busy and is unable to log you in at this time. Please try again in a few minutes. If the problem continues, please contact your system administrator."
• Problem 10: You receive the error message: "You have been logged off by the server. Avaya IP Softphone application will be shutting down. Please wait.
• Problem 11: You receive the error message: "Your communication to the server was lost. The server or network may be down or experiencing problems. Choose the OK button to return to the log in window and log in again."
• Problem 12: You receive the error message: "Login session did not shut down completely. Please wait and try to log in again."
• Problem 13: You receive the error message: "There is not enough memory available to run this application. Please close some other applications or restart Windows and try again."
• Problem 14: You are using a virtual private network (VPN), and you are unable to log into the server.
• Problem 15: You are unable to log into the server, and your PC responds slowly.
• Problem 16: You are unable to log into the server, and the Connecting to Server dialog box remains on your screen.
• Problem 17: You are using Windows XP, and you are unable to log into the server.
• Problem 18: You log into the server successfully, but your Avaya IP Softphone settings are different.
• Problem 19: The server logs you off unexpectedly. You log into the server again, but you are immediately logged off.
• Problem 20: You receive the error message: "An error was identified in Avaya iClarity IP Audio. Try to log in again. If the error continues, call the Avaya Helpline or your Avaya authorized dealer. (Error code=110)."
• Problem 21: You log into the server successfully, but Avaya IP Softphone responds slowly.
• Problem 22: You log into the server successfully, but the Picture of Phone window does not display properly.

Problem 1: You are unable to log into the server.

This problem may be caused by one of the following conditions:

• You entered an incorrect name or IP address for the server.

  Make sure you entered the correct name or IP address for the server. If you entered the server name, make sure that you included the entire machine name (for example, enter "machine.domain.com" instead of just "machine"). If this still does not work, try using the IP address instead of the server name. If the IP address works, it is possible that the server name that you were using is not in your network's DNS. (The server name will not work unless the Network Administrator adds the server name to the DNS.)

• The telephone System Administrator is administering your login at the same time that you are trying to log into the server.

  If the telephone System Administrator is administering your login at the same time that you are trying to log into the server, you will be unable to log in (that is, your login attempt will fail). Wait five minutes and then try to log in again. If you are unable to log in after waiting five minutes, contact your telephone System Administrator.

• Internet Connection Sharing (ICS) is enabled on your PC.

  If Internet Connection Sharing (ICS) is enabled, you will be unable to log in. Perform the following steps:

  1. Click on the Start button, and select Settings>Network and Dial-up Connections.

  2. Double-click on Local Area Connection.

  3. Click on Properties.

     The Local Area Connection Properties dialog box appears.

  4. Click the Advanced tab.

  5. In the Internet Connection Sharing area, make sure the Allow other network users to connect through this computer's Internet connection check box is not checked

  6. Click the OK button.

• You are using a PC running Windows XP, and Internet Connection Firewall (ICF) is enabled.

  If Internet Connection Firewall (ICF) is enabled, you will be unable to log in. Perform the following steps:

  1. Click on the Start button, and select Settings>Network and Dial-up Connections.

  2. Double-click on Local Area Connection.

  3. Click on Properties.

     The Local Area Connection Properties dialog box appears.

  4. Click the Advanced tab.

  5. In the Internet Connection Firewall area, make sure the Protect my computer and network by limiting or preventing access to this computer from the Internet check box is not checked.

  6. Click the OK button.

• You are trying to log into a VPN with a PC running Windows 2000.

  If your PC is running Windows 2000 and both IPSec client and QoS Packet Scheduler are being used, you will be unable to log in (that is, your login attempt will fail). If the QoS Packet Scheduler is installed on the same PC as Cisco IPSec client, Avaya IP Softphone cannot log into the ACP server. If the QoS Packet Scheduler is installed on the same PC as Lucent IPSec client, CPU utilization reaches 100% when Avaya IP Softphone attempts to log into the ACP server, and the PC "hangs."

  If QoS is not critical to your company's LAN, you can disable the QoS Packet Scheduler on your PC. If QoS is critical, you can use a PPTP client instead of an IPSec client. Be sure to consult your Network Administrator to determine which action you should take.

Problem 2: You receive the following message when you try to log into the server: "An error was detected in Avaya iClarity IP Audio. Choosing the OK button will allow you to exit the application. Try to log in again. If the error continues, call the Avaya Helpline or your Avaya authorized dealer."

This problem may be caused by one of the following conditions:

• You tried to log into the server as a terminal type that is not supported by Avaya IP Softphone.

  Your extension on the server is administered for a telephone that Avaya IP Softphone does not support. Your extension must be administered as one of the telephone types that Avaya IP Softphone supports. Consult your telephone System Administrator.

• You tried to log into the server as a terminal type that is configured with a data module.

  Your extension on the server is administered as a telephone with a data module. Avaya IP Softphone does not support data modules. Perform one of the following steps:

  • If you never use the data module on your telephone, have your telephone System Administrator disable your data module (that is, set the Data Module/Data Options field to "n"/"none" for your extension).
  • If you use your data module on your telephone, have your telephone System Administrator assign you a different IP Softphone extension to log into.

Problem 3: You have more than one account on the server, and you are able to log into an account. However, when you log out and then try to log into a different account, you are unable to log into the server.

Restart your PC to reset Windows dial-up networking. You will be unable to log into a different account until you restart your PC.

Problem 4: You get the �switch is busy� message when logging into the server.

Ask the telephone System Administrator to check that TTI is enabled. TTI gets turned off during software upgrade.

Problem 5: You receive the error message: "Your login attempt was unsuccessful due to one or both of the following conditions: You entered an invalid extension. You entered an invalid password."

Re-enter your extension and/or password and then choose the Login button.

1. For the extension for which you are logging in, verify that the extension is administered on the server associated with the IP address you specified in the Login dialog box.
2. If this extension is administered, contact your telephone System Administrator and verify that the password specified in the Login dialog box is the same password administered on Page 1 of the Station form in the Security Code field.

Problem 6: You receive the error message: "Either the call control application or the voice connection destination you have selected is not compatible with the extension you have specified or your extension is not properly administered. Please contact your system administrator."

Verify the following information with the telephone System Administrator:

• Verify in the Login dialog box that the extension number which with you are logging in is administered as a valid Avaya IP Solutions set type on the Station form, page 1. Valid Avaya IP Softphone set types can be found in the release letter for Avaya IP Softphone. Note that BRI sets cannot be Avaya IP Softphones. If a station is administered as a BRI set, the �IP Station?� field is not visible on the station form.
• Verify on the station form, page 1, that the IP Station field = Yes for the extension with which you are logging in.
• If the extension with which you are logging in has a Data Module, you cannot log in using that extension. Verify on the station form, page 1, that Data Module = N. Note that set types with integrated data modules (for example, 8411D) cannot be Avaya IP Solutions endpoints.

Problem 7: You receive the error message: "The extension to which you are trying to log in is associated with a telephone or another Avaya IP Softphone. Click the OK button to override that association. Otherwise, click the Cancel button."

This is an informative message, not an error message. The extension to which you are logging in is either "bound" to a physical telephone or another endpoint is currently logged in using the same extension. This message is provided to inform you that by logging in with this extension, the telephone already bound to the extension will be taken out of service. The DCP telephone will become a TTI port. Clicking the OK button will allow the login to proceed.

Problem 8: You receive the error message: "A login attempt was unsuccessful due to one of the following conditions: The network or server is experiencing problems. You entered an invalid IP address or node name. Re-enter your IP address or node name and then choose the Login button."

This message is given when the endpoint cannot communicate with the server. The endpoint sent the login request to the server, but does not receive a reply back. The endpoint may not be communicating with the server due to an incorrect IP address or server name for the server in the Login dialog box.

• Verify that the IP address or server name is the correct address or name for the C-LAN board on the server with which the extension is administered.

  The server may be having problems and is unable to receive messages from the endpoint or send messages to the endpoint.

• Verify that the endpoint can ping the C-LAN board and that the server can ping the endpoint.

  Additionally, the network may be experiencing problems, including congestion, which prevent packets from being received by the server or by the endpoint.

• If you are using a virtual private network (VPN), see Problem 14 below.

Problem 9: You receive the error message: "The system is currently busy and is unable to log you in at this time. Please try again in a few minutes. If the problem continues, please contact your system administrator."

Verify the following information with the telephone System Administrator:

• Verify on the system feature form page 2 that terminal translation initialization (TTI) enabled = Y.
• Verify that a "save translation" is not being performed on the telephone system. If it is, wait until the transaction is complete and then log in again.
• Verify that system administration work is not being performed on the extension for which you are logging in. That is, verify that no one is currently modifying the station form of the extension for which you are logging in.

Problem 10: You receive the error message: "You have been logged off by the server. Avaya IP Softphone application will be shutting down. Please wait."

This is an informative message, not an error message. The endpoint was logged out by the server as a result of a user action, such as:

• While this endpoint was successfully logged in, another endpoint logged in using the same extension number. The user attempting the second log in was informed that there was an existing telephone or softphone associated with this extension. The user then chose to log out this endpoint and log in with another endpoint.
• A busy-release was performed on the server for the extension number of the user who was logged in.

Problem 11: You receive the error message: "Your communication to the server was lost. The server or network may be down or experiencing problems. Choose the OK button to return to the log in window and log in again."

Communication between the server and the endpoint was severed. There are numerous reasons why this may occur. This cause may be in the network, in the endpoint, or in the server.

Problem 12: You receive the error message: "Login session did not shut down completely. Please wait and try to log in again."

It takes up to five minutes for a previous Avaya IP Softphone session to shut down. Wait five minutes before trying to log into the server. If you are still receiving this message after five minutes, reboot the PC.

Problem 13: You receive the error message: "There is not enough memory available to run this application. Please close some other applications or restart Windows and try again."

Close any other applications that may be running and then restart Avaya IP Softphone.

Problem 14: You are using a virtual private network (VPN), and you are unable to log into the server.

Perform the following steps:

1. Verify that you have configured Avaya iClarity IP Audio properly for use with a VPN.

2. Try to "ping" the server. (In the Run dialog box (Start menu>Run), enter ping <IP address>, where <IP address> is the IP address of the server, and click the OK button.)

3. Go to http://avaya.com/support and download the latest information on using VPNs.

4. Contact your Network Administrator.

If your PC is running Windows 2000 and both IPSec client and QoS Packet Scheduler are being used, you will be unable to log in (that is, your login attempt will fail). If the QoS Packet Scheduler is installed on the same PC as Cisco IPSec client, Avaya IP Softphone cannot log into the ACP server. If the QoS Packet Scheduler is installed on the same PC as Lucent IPSec client, CPU utilization reaches 100% when Avaya IP Softphone attempts to log into the ACP server, and the PC "hangs."

If QoS is not critical to your company's LAN, you can disable the QoS Packet Scheduler on your PC. If QoS is critical, you can use a PPTP client instead of an IPSec client. Be sure to consult your Network Administrator to determine which action you should take.

Problem 15: You are unable to log into the server, and your PC responds slowly.

This problem will occur if a Cisco Softphone was installed previously on the PC. Perform the following steps

Problem 16: You are unable to log into the server, and the Connecting to Server dialog box remains on your screen.

One of the LAN boards in the server may be "down." Contact your Network Administrator.

Problem 17: You are using Windows XP, and you are unable to log into the server.

This problem will occur if Internet Connection Firewall (ICF) is enabled. Perform the following steps:

Problem 18: You log into the server successfully, but your Avaya IP Softphone settings are different.

Close any other applications that may be running and then restart Avaya IP Softphone.

Problem 19: The server logs you off unexpectedly. You log into the server again, but you are immediately logged off.

This situation will occur if you change the settings for the network interface card in your PC while you are logged into the server. Never change the settings for the network interface card while you are logged into the server.

Reboot your PC and log into the server.

Problem 20: You receive the error message: "An error was identified in Avaya iClarity IP Audio. Try to log in again. If the error continues, call the Avaya Helpline or your Avaya authorized dealer. (Error code=110)."

This error message will appear if the server has a faulty port. Contact your System Administrator.

Problem 21: You log into the server successfully, but Avaya IP Softphone responds slowly.

This situation will occur if your virus scan application is configured to scan all files that are created.

Configure your virus scan application to scan only program files that are created.

Problem 22: You log into the server successfully, but the Picture of Phone window does not display properly.

This situation will occur if the colors setting in the Windows Display Properties window is set to 16777216.

Perform the following steps:

1. Click the Start button, and select Settings>Control Panel.

   The Control Panel window appears.

2. Double-click the Display icon.

   The Display Properties dialog box appears.

3. Click the Settings tab.

   The Settings tab appears.

4. From the Colors box, select a different color setting.
   
5. Click the OK button.