Can't connect a G340 from PC.

[jeon3]

Hi there,

few days ago, the BCMS server s/w cannot connect and load call log from the G430.

The management PC and lan 10/3 port of G430 are connected with a same HP S/W.
and of course, they are using same subnet and gateway.

But BCMS s/w cannot connect the G430, but it can connect the G430 using telnet though.

is there anything I can check or adujst?

Is it possible that the firewall can affect the problem?

Please advise.

BCMS Vu 2.4.7 Build 322(Server/client), Windows 7 32bit

[aa1]

some questions

- was there any changes done to the environment? (CM software upgrade, patch installation/uninstallation, network IP address changes, upgrades or changes in the network data switches), on the PC itself?
- have you tried from another PC?
- what are the exact steps you do?
- do you see any error message?
- can you login to the CM (SAT interface) and run the command: "monitor bcms system”? does it give an error, or an output?
- what's the version of your CM?

Arbi

[jeon3]

my answers.

- was there any changes done to the environment? (CM software upgrade, patch installation/uninstallation, network IP address changes, upgrades or changes in the network data switches), on the PC itself?
Our head of IT Changed some router settings and AD policy recently, But the management PC is not joined the AD Domain.

and I understand that router policy does not affect the communication between the management PC and G430.

- have you tried from another PC?
Not yet.

- what are the exact steps you do?
Updated the BCMS Vu server /client with same version.

- do you see any error message?
Whenever I try to click the connect button on BCMS server s/w
"General network error(7202)" window pops-up.

- can you login to the CM (SAT interface) and run the command: "monitor bcms system”? does it give an error, or an output?
I've never tried this before.

- what's the version of your CM?
BCMS Vu R 2.4.7 Build-322

Arbi

I really apprecitate for your concern.

[aa1]

Network questions

- router setting changes might have an influence. it might be worth:
a) checking with the network administrators to make sure the network has no blockage
b) troubleshoot from network perspective:
- try to ping from the PC - the IP address of the G430/CM to make sure it's responding
- initiate a telnet connection from the PC to the G430/CM to make sure it responds properly
- capturing a network trace (for example using wireshark) during the time the application is trying to access the G430/CM, and then analyzing to see the network communication is fine.

Arbi

[aa1]

BCMRD processes

Make sure all the BCMRD processes are running in the task manager and monitor them for a few minutes so that they do not stop running:
bcmrdserver.exe
bcmrdclient.exe,
connectionserver.exe
and omninames.exe

Details taken from Avaya's knowledge database article:

https://support.avaya.com/kb/ext/SOLN224260

[aa1]

Version of Avaya Aura Communication Manager

What is the version of your Avaya Aura Communication Manager?
(5.2.1, 6.0. 6.2....)

Arbi