IP Office: Voicemail Pro service is not working; SSA shows "Voicemail Type: none"

SOLN270566 | Version: 38.0 | Published: 06/19/2015 | Updated: 03/10/2021

Available To: Customer, Internal

Categories: Break/Fix, Configuration, IP Office, IP Office VoiceMail Pro, IP Office™ Platform : 11.0.x, Troubleshooting

Details

This issue may affect IP Office Voicemail Pro on IP Office Server Edition, IP Office Application Server, IP Office UC Module, or on IP500V2 Preferred Edition with a Windows Server running Voicemail Pro (VMPRO) -all versions.

Problem Clarification

When users try to access ether voicemail, they see "voicemail not operational". Auto attendant not answering.

System Status (SSA) shows Voicemail Type as "None". (On IP500V2 with VMPRO on a Windows server, licenses are valid, VMPRO service is started but alarms in System Status show that no VMPRO channels were available multiple times and/or unable to connect to the VMPRO server.

Web Manager (or services.msc on Windows) shows Voicemail Pro service is running.

System Monitor shows "CMTARGET: Voicemail Pro not operational" as a user attempts to access their voicemail.

Syslog Event Viewer in Web Management on IP Office Server Edition shows the following event:
"VMP|TFTPDevIOTask[10.1.100.10]: starting PBX={IPOPrimary (MASTER:10.1.100.10 - SLAVE:0.0.0.0 [ACTIVE]) [9.1.2.0 build 91]} (current_pbx= )|"

Voicemail Pro logs show the following:

06/03 08:40:45.275 vmpro    (11,5) 102c,055fcb70,32644:   Cannot Upgrade to WebSocket. The following response was received:
06/03 08:40:45.275 vmpro    (11,5) 102c,055fcb70,32644:   HTTP/1.1 401 Unauthorized

Solution