One-X unavailable

[drobbo]

I have a user that is having difficulty logging into a One-X instance. The user is able to log in, then once the page is populated with the normal content, they're immediately logged out with the message "You have been logged out because the phone system became unavailable."

The system comprises of two sites, IPO500v1 (R7/v9) at each site connected through SCN over IPsec VPN. Connectivity/status isn't an issue according to One-X (green across the board). The system when queried via the admin console for the user in question responds with Valid. Restarting the One-X service has had no change in resulting outcome for this user in particular.

I've disabled the user, set the rights from Office Worker back to basic user, then reset the properties back to normal and also verified that there are licenses available for each system in the System Status app (Resources->Licenses), specifically the system that the user belongs to.

At a loss as what to look at next and would appreciate any advice. Thanks in advance.

[laburu]

In your post you mention that there is one system running R7 and the other R9, it would be interesting to know the version of the One-X portal as well.

You should always try to keep them in the same level.

Are the affected users part of a specific one, or does it happen to uses in both? Have you tried a different PC and/or browser?

You might want to delete the affected user merge and, create it again, then resynch users in the 1XP Admin.

[drobbo]

Both systems are release 7, version 9. One-X Portal is version 9 as well.

This is only affecting one specific user on one system. All other users are able to log in normally. Different browsers and computers have been tried with the same result.

The differences in the users are that the users that can log in aren't using the telecommuter option (they have physical phones and they're already logged in). The remote worker IS using the telecommuter option and specifying their telecommuter number.

Observing the system with the user through Monitor isn't showing anything out of the ordinary.

So you're suggesting deleting the affected user from the IPO, creating it again and then forcing a resync in the One-X admin, correct? Thinking about it, I recall running into this issue last year and that may have been the fix but I'm not 100% certain.

[drobbo]

Jumped on the system last night and:

* Deleted the user
* Waited ten minutes for OXP to resync (should do it after five but I was generous)
* Added the user back
* Waited ten minutes for OXP to resync
* Attempted login, was successful and then kicked back out after the dashboard had finished loading (original issue) advising that the system had become unavailable.

[fischh]

Same Issue

I have the very same issue, it is only affecting a user logging on as Telecommuter.

System is 8.1 (69)
OneX is :Version: 8.1.93


any help would be greatly appreciated.

[laburu]

Try uninstallng and installing the java version on the client pc.

[drobbo]

In my case, that may work. I'll give it a crack tomorrow. I have to manually configure a 9608 for the troubled remote user anyway and that alone may fix the issue.

[rbrookes]

Hey drobbo - did that work?

[drobbo]

Nah mate, didn't get to it as other operational things came up. Will try and get to it today and see how things go. Will update the post once that happens.

[drobbo]

Once I swapped the users existing router (D-Link DIR-130) for a DrayTek 2830 (there was an issue with the D-Link munging packets to the IPO from the new handset) and staged up a 9608 handset, everything came good and the user was then able to log into One-X. The options chosen had changed however as they were now logging their phone in as well and weren't using the Telecommuter option.