Alcatel-Lucent OpenTouch Troubleshooting Manual

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TROUBLESHOOTING GUIDE

No. TG0064

Ed. 15

OpenTouch

Nb of pages : 182

Date : june 2013

SUBJECT : Alcatel-Lucent OpenTouch R1.x Troubleshooting guide

CONTENTS

1. OVERVIEW ............................................................................... 15

2. HISTORY .................................................................................. 15

3. DOCUMENTATION TO CHECK ................................................. 16

3.1 Technical communication to check ........................................................ 16

3.1.1 Technical communication about Open Touch ................................................. 16

3.1.2 Technical communication about Open Touch eco system ............................... 16

3.1.3 Technical communication about Open Touch and OXE .................................. 16

3.1.4 Associated technical Release Note .................................................................. 16

3.1.5 Associated Trouble shooting guides ............................................................... 17

3.2 Get the version ..................................................................................... 17

4. DEPLOYMENT AND REPAIR ...................................................... 17

4.1 Server deployment ............................................................................... 17

4.1.1 How to access to Raid config with DL380G7 ................................................... 17

4.1.2 How to check the firmware of the DL380G7 ................................................... 17

4.1.3 How to relaunch a deployment wizard ........................................................... 18

4.1.4 Deployment failed .......................................................................................... 18

4.1.5 Deployment failed on inactive partition .......................................................... 18

4.1.6 Deployment tool how to set root password ..................................................... 18

4.1.7 How to uninstall an OpenTouch hotfix............................................................ 18

4.1.8 IP address conflict ........................................................................................... 19

4.2 Virtual Machine .................................................................................... 19

4.2.1 VM Management command ........................................................................... 19

4.2.2 No way to access VM on Open Touch thru the network .................................. 19

4.2.3 Repair a VM .................................................................................................... 19

4.2.4 Redeployment VM management R1.0x ........................................................... 20

4.2.5 Redeployment VM management R1.1 and upper ........................................... 20

 
 
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2.6  management_cmd updatekey ask for key replacement .................................. 21 
2.7  8770 VM not install ........................................................................................ 21 
2.8  Password expiration in 8770 VM .................................................................... 21 
2.9  VM management no SSH access from Host .................................................... 21 
2.10  Rebuild system failed save_restore: Error: [1] - key "svSuffix" ...................... 23 
3  VM Converter DCS ............................................................................... 23 
3.1  VM Converter installation failed on inactive partition ..................................... 23 
3.2  VM Converter installation failed ..................................................................... 24 
3.3  VM Converter on external server does not work ............................................. 24 
3.4  DCS on external server : the “Play” button is never enabled .......................... 24 
 DNS DHCP TIME OS LANGUAGE .............................................. 24 
1  Change the DNS local to external DNS ................................................. 24 
1.1  FQDN Precaution ............................................................................................ 24 
1.2  How to change DNS server on Open Touch ................................................... 24 
1.3  Local DNS configuration ................................................................................. 24 
1.4  Linux DEBIAN used as DHCP server................................................................ 25 
1.5  Date and time synchronization on OTBE ......................................................... 25 
1.6  OS language for Open Touch ......................................................................... 25 
 BACKUP/RESTORE .................................................................. 26 
1  Restoring the empty database .............................................................. 26 
2  Trace saveData restoreData .................................................................. 26 
3  No way to restore Open Touch data “Save/restore is running !!!” ......... 26 
4  No way to restore Open Touch data  : otbr.sh failed ............................. 26 
5  No way to restore Open Touch data : otbr.sh failed for zip archive ....... 26 
6  Error when restore the data windows ................................................... 27 
7  How to access to the inactive partition .................................................. 28 
 REMOTE ACCESS ..................................................................... 29 
1  Remote access to management VM ....................................................... 29 
1.1  How to check another user is having a remote Desktop session on the 8770 
server  29 
 LOG FILE .................................................................................. 31 
1  How to enable and get log files of servers ............................................ 31 
1.1  DLA (Dynamic Logs Activation) ....................................................................... 31 
1.2  To enable the log files .................................................................................... 33 
1.3  To get the log files .......................................................................................... 33 

 
 
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2  How to get the 8770 log files................................................................ 33 
3  How to get the VHE log files ................................................................. 34 
 WIRESHARK ............................................................................. 35 
1  Know the available space ..................................................................... 35 
2  Do not update packet list in real time ................................................... 35 
3  Stop after a defined capture size .......................................................... 35 
4  Ring buffer capture .............................................................................. 36 
5  Tshark usage ....................................................................................... 37 
6  Other advices ....................................................................................... 37 
 LICENSING .............................................................................. 38 
1  License file location .............................................................................. 38 
2  Maintenance ........................................................................................ 38 
2.1  lmutil ........................................................................................................... 38 
3  Logs ..................................................................................................... 38 
3.1  flexlm .......................................................................................................... 38 
4  Install a new license ............................................................................. 39 
5  Keywords in log files ............................................................................ 39 
5.1  Chameleon logs .......................................................................................... 39 
6  OTMS ................................................................................................... 39 
7  OTBE .................................................................................................... 40 
8  OTMS-V ............................................................................................... 41 
8.1  OTMS-V using embedded Flexlm license server .......................................... 41 
8.2  OTMS-V using external Flexlm license server (virtual image / Flexera) ....... 41 
9  OTBE-V ................................................................................................ 41 
10 Uses cases ........................................................................................... 41 
10.1  How to check the OT licenses used.............................................................. 41 
10.2  No SIP trunk created or no free channel ..................................................... 42 
10.3  How to read a dongle from 1.2 ................................................................... 42 
10.4  Can’t read dongle : no dongle .................................................................... 42 
10.5  Wrong hostid : wrong dongle ..................................................................... 42 
10.6  Error message wrong CPU-Id ...................................................................... 43 
10.7  Unexpected error: iceIcmAcuUser license is spent ....................................... 43 
10.8  ACS message  “invalid license : Please contact system administrator” ........ 43 
10.9  How to get the windows license on OTBE .................................................... 43 
11 Licenses description.............................................................................. 44 

 
 
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 MAINTENANCE ........................................................................ 45 
1  Open Touch Services ............................................................................ 45 
1.1  How to know if the system is OT or OTBE .................................................... 46 
2  Install the CME on Windows 7 .............................................................. 46 
3  sosreport .............................................................................................. 46 
4  pgadmin .............................................................................................. 46 
 8770 ........................................................................................ 50 
1  8770 : Software overview ..................................................................... 50 
2  Access to OpenTouch ........................................................................... 52 
2.1  8770 access to OpenTouch configuration .................................................... 52 
2.2  8770 access to Oxe configuration ................................................................ 53 
2.3  8770 for package deployment .................................................................... 54 
3  Logs setting .......................................................................................... 54 
3.1  To collect logs .............................................................................................. 54 
3.2  To setup logs 8770 Client ............................................................................ 55 
3.3  Main Logs description ................................................................................. 55 
4  Patch installation .................................................................................. 55 
5  Messages flow...................................................................................... 55 
6  Trigger email sending or script execution on some alarms .................... 56 
6.1  OT 8770 SNMP principles ............................................................................ 61 
6.1.3  Interchange between OT and 8770 ............................................... 62 
7  Use cases ............................................................................................. 66 
7.1  8770 Setup from DVD request “Please insert the disk 1” ............................ 66 
7.2  8770 Ice account password lost ................................................................... 66 
7.3  8770 No access to the remote console ........................................................ 66 
7.4  No access to 8770 admin after upgrade ..................................................... 66 
7.5  Change the 8770 password ........................................................................ 66 
7.6  Vital Suite not started default MySQL DBA .................................................. 66 
7.7  Installation stopped due to request ldap to be stopped ............................... 66 
7.8  MySQL not accessible by 8770 application .................................................. 66 
7.9  Access to 8770 authentication failed ........................................................... 67 
7.10  8770 installation failed http port 80 detected as already in use .................. 67 
7.11  Error message « remote exception » ............................................................ 67 
7.12  Error message « remote exception » ............................................................ 67 
7.13  Error message “Remote exception from OT : template id cannot be null” ... 67 
7.14  Error message “Transport error : 503 Error :  

 
 
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Service Temporarily Unavailable” ............................................................................... 67 
7.15  New opentouch administrator does not work ............................................. 67 
7.16  No way to synchronize new Oxe ................................................................. 68 
7.17  No way to manage Oxe .............................................................................. 68 
7.18  Error message « cmsexception » .................................................................. 68 
7.19  Error message « error-bad-parameter-value » ............................................ 68 
7.20  Error message “The amount of links between users and devices is greater than 
0”  68 
7.21  No way to save the OpenTouch data to 8770 ............................................. 69 
7.22  Windows remote desktop configuration ...................................................... 69 
7.23  No way to create an OpenTouch User ......................................................... 69 
7.24  Oxe user creation error message “Invalid URL format” ............................... 69 
7.25  Oxe user not properly create with UUM ...................................................... 69 
7.26  OXE Profile not available on UUM OTMS .................................................... 70 
7.27  8770 error:Connection Failed:reconnect when adding OT profile to Oxe user 
or creating OT user ...................................................................................................... 70 
7.28  UUM error “Failed to retrieve user: Connection Reset” ............................... 70 
7.29  Synchro 8770/ICE returns ''string null'' and ''NULL'' instead of version ......... 70 
7.30  Creation of an user (OT or Oxe) no profile and site displayed .................... 70 
7.31  When creating an OpenTouch user via the UUM, the "Oxe Profile Name" list 
box is empty ................................................................................................................ 71 
7.32  8770 Oxe user creation by mgr not reported .............................................. 73 
7.33  No way to create a new user : Unexpected error: Number 'xxx' overlap ..... 74 
7.34  When creating Oxe user thru UUM : invalid parameter .............................. 74 
7.35  No way to install 8770 on Windows 7 ......................................................... 74 
7.36  OTBE >= 1.1.000.060 attempt update 8770 from host fails ....................... 74 
7.37  User module fails to open after Silent Update  (used by OT >= 1.1 to update 
from host) ........................................................................................................... 74 
7.38  How to download 8770 client under Windows7 .......................................... 75 
7.39  8770 web directory : not possible to choice the language ........................... 75 
7.40  Call from the 8770 Web Directory does not working (stap feature) ............. 75 
7.41  No way to backup OT from 8770 saveData appliwin failed ........................ 75 
7.42  8770 performance application opens with error ......................................... 75 
7.43  Performance error “Grapher Programm” and “Unauthorized user: User 
adminnmc: Invalid login” ............................................................................................ 76 
7.44  Performance “Internal Server Error” ........................................................... 76 
7.45  Performance no data received ..................................................................... 76 
7.46  SNMP access credential on 8770 for Opentouch ......................................... 77 
7.47  SNMP V3 decoding with wireshark ............................................................. 77 
7.48  How to test SNMP 8770 Client ..................................................................... 78 

 
 
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7.49  OT SNMP sent trap without 8770 answer .................................................... 81 
7.50  SNMP oms.log timout on sending ............................................................... 81 
7.51  8770 SNMP proxy does not propagates the trap to hypervisor .................... 81 
7.52  8770 PKI administrator page can not be displayed ..................................... 82 
7.53  De associated SIP device not seen in Unallocated device ............................ 82 
7.54  Oxe User seen two time in UUM ................................................................. 82 
 ACS ......................................................................................... 83 
1  ACS : Software overview ...................................................................... 83 
1.1  Myteamwork Services/Servers ..................................................................... 83 
1.2  The connections ........................................................................................... 83 
2  Logs setting .......................................................................................... 83 
2.1  To setup logs ............................................................................................... 83 
2.2  Logs ............................................................................................................. 84 
2.3  View logs..................................................................................................... 84 
3  Messages flow...................................................................................... 86 
4  Federation of ACS ................................................................................ 87 
5  Example of French DAS rule and phone formatting rule ........................ 90 
6  Use cases ............................................................................................. 90 
6.1  No way to install MTW client ....................................................................... 90 
6.2  How to install MTW client ............................................................................ 90 
6.3  How to custom MTW option ........................................................................ 91 
6.4  No way to login with webclient ................................................................... 91 
6.5  No access to ACS admin after upgrade ....................................................... 91 
6.6  How to recreate the admin login for ACS .................................................... 91 
6.7  No way to call from MTW or wrong number to the external user ................ 91 
6.8  No way to call from MTW ............................................................................ 91 
6.9  No way to call from MTW ............................................................................ 92 
6.10  No way to call from MTW ............................................................................ 92 
6.11  One way call from MTW .............................................................................. 92 
6.12  In SIPServer logs we find key words according to Invite from ACS .............. 92 
6.13  No way to call from MTW conference .......................................................... 92 
6.14  No way to call from MTW conference .......................................................... 93 
6.15  No way for an Oxe user to enter in conference ........................................... 93 
6.16  How to delete a user conference ................................................................. 93 
6.17  MTW does not provide the right call number .............................................. 93 
6.18  Application sharing does not start ............................................................... 94 
6.19  Windows presentation sharing .................................................................... 94 

 
 
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6.20  MTW no telephone number in email invitation ........................................... 94 
6.21  MTW add contact window does not appear ................................................ 94 
6.22  Call from MTW does not use the PC ............................................................ 95 
6.23  MyIC Phone cannot use DTMF in ACS conference ....................................... 95 
6.24  Script to add contacts in myTW user ............................................................ 95 
6.25  How to purge the MTW history of the converstation .................................... 95 
7  How to check if ACS installation status and solution if incomplete......... 95 
7.1  Log file : ...................................................................................................... 96 
7.2  ACS browser : ............................................................................................. 97 
7.3  Solution ....................................................................................................... 99 
 MYIC DESKTOP ...................................................................... 101 
1  MyIC : Software overview ................................................................... 101 
1.1  MyIC .......................................................................................................... 101 
1.2  The connections ......................................................................................... 101 
2  Configuration ..................................................................................... 101 
3  Logs setting ........................................................................................ 102 
3.1  To set up installation log ........................................................................... 102 
3.2  MyIC general logs ..................................................................................... 102 
3.3  SIP UA dll logs ........................................................................................... 102 
3.4  To setup log for ewchost ........................................................................... 103 
3.5  To setup log for ewchost application sharing ............................................ 103 
3.6  To setup logs for MTW ............................................................................... 103 
3.7  MyTeamwork video problem investigation ................................................ 104 
4  Upgrade ............................................................................................ 104 
5  Messages flow.................................................................................... 104 
6  Use cases ........................................................................................... 105 
6.1  when launching MyIC Desktop the exe start and stop, no way to desinstall an 
old version ................................................................................................................. 105 
6.2  MyIC is not working after logging an other MyIc user on the same PC. .... 105 
6.3  MyIC does not present the login window .................................................. 106 
6.4  MyIC start, login but the sip device stay oos .............................................. 106 
6.5  MyIC MTW has no video ............................................................................ 106 
6.6  MyIC does not start after login .................................................................. 106 
6.7  MyIC does not process the call .................................................................. 107 
6.8  MyIC no “Open My Contact” display ......................................................... 107 
6.9  “Route My Call To” greyed ........................................................................ 107 
6.10  No way to fwd oxe user to VM with MyIC Desktop .................................... 108 

 
 
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6.11  The Oxe phone set stay oos in MyIC Desktop ............................................ 108 
6.12  No access to MTW from MyIC desktop “SetAllowedMessages:  Message 
ServerInterface.AddAvatar doesn´t exist” .................................................................. 108 
6.13  Error message pop up “User Information – Telephony out of service (Personal 
Computer)” ................................................................................................................ 108 
6.14  No way to make call from Teamwork windows ......................................... 108 
6.15  Error 2738 can not run VBScript ................................................................ 109 
6.16  Pop up activex Video ................................................................................. 110 
6.17  Install Active X on Windows 7 professionnal ............................................. 110 
6.18  Outlook 2007 client does not start ............................................................ 111 
6.19  Change the MyIC password policy ............................................................ 111 
6.20  Disable the pop up conversation windows on call ..................................... 112 
6.21  MyIC presence OFFLINE and my status is grey .......................................... 112 
6.22  MyIC Desktop load CPU ............................................................................ 112 
6.23  MyIC presence NOT PRESENT ................................................................... 112 
6.24  Pop up for away timer MTWOptionPack.cab ............................................. 113 
6.25  How to avoid the automatic upgrade of MyIC Desktop ............................. 113 
6.26  Logon MyIC ............................................................................................... 113 
6.27  QWave service must be running ............................................................... 114 
6.28  MyIC Desktop SIP the audio volume is reset after each start ..................... 115 
6.29  Wrong behaviour on client after ICS to OT MyIC desktop client update .... 115 
6.30  VoIP audio quality issue with MyIC............................................................ 115 
6.31  MyIC Desktop Nomadic SIP for Oxe user................................................... 116 
6.32  MyIC Mobile cannot call to an external user Oxe SIP error 488 ................. 116 
6.33  Call box MyIC not working ........................................................................ 117 
6.34  OTS does not start ..................................................................................... 117 
 MYIC DESKTOP PLUGIN ......................................................... 118 
1  Prerequisites : .................................................................................... 118 
2  Log setting ......................................................................................... 118 
3  Use case ............................................................................................ 118 
3.1  OpenTouch extension outlook 2007 disabled ........................................... 118 
3.2  No Outlook Extensions start button in Outlook 2007 ................................ 119 
3.3  OpenTouch extension outlook ................................................................... 119 
3.4  Exception when assignation UM mail box to user ..................................... 120 
3.5  No MyIC start button in outlook ................................................................ 121 
3.6  No way to create UM mail box .................................................................. 121 
3.7  Crash of outlook when clic on start MyIC button ....................................... 121 

 
 
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3.8  Lotus MyIC widget stay grey ...................................................................... 121 
 VOICE MAIL LOCAL STORAGE ................................................ 122 
1  Architecture ....................................................................................... 122 
2  Logs setting ........................................................................................ 122 
3  Use cases ........................................................................................... 122 
3.1  MULE No register on OXE of local storage Registration Too Brief .............. 122 
3.2  No notification of voice message for oxe user ........................................... 123 
3.3  No access to local storage for oxe user ..................................................... 123 
3.4  Get after greeting Record your message after the beep and press # ........ 123 
3.5  No access or get the VM greeting message when consulting a voice mail 123 
3.6  No display of the caller for a message ...................................................... 123 
3.7  No connection to voice mail local storage for oxe users ............................ 124 
3.8  How to remove a TTS language ................................................................ 124 
3.9  Voice mail call back sender generates Oxe SIP error 488 ......................... 124 
3.10  How to move VMLS to UM ......................................................................... 124 
3.11  VMLS no way to make a callback .............................................................. 124 
3.12  VMLS no way to make a callback thru TUI ................................................ 125 
3.13  No more MWI & Voice mail access on 8082 .............................................. 125 
3.14  VMLS local callers identified as anonymous .............................................. 125 
3.15  "UNKNOWN_SENDER" in Voice message notification ............................... 125 
3.16  No way to get VMLS of an Oxe user forwarded ........................................ 125 
3.17  VMLS play “You are not granted to access this application” ...................... 125 
 OPENTOUCH DIRECTORY (UDAS, LDAP…) ............................. 127 
1  Search principle ................................................................................. 127 
1.1  Directories types ........................................................................................ 128 
1.2  Search possibility ....................................................................................... 128 
1.3  UDAS synchronisation ............................................................................... 128 
2  Troubleshooting ................................................................................. 129 
2.1  UDAS ........................................................................................................ 130 
2.2  LDAP ......................................................................................................... 130 
2.3  Force directory synchronization ................................................................. 133 
2.4  Diagnose search problem ......................................................................... 134 
2.5  Database content checking using PostgreSQL tools / pgAdmin  (Lev 3) .... 134 
3  Investigation examples ....................................................................... 136 
3.1  OXE objects not displayed as search result on VHE or MyIC Desktop ........ 136 
4  Use cases ........................................................................................... 140 

 
 
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4.1  No acapi connection .................................................................................. 140 
4.2  UDAS search on 8082 phone does not search the OXE users .................... 141 
 CALL BACK ............................................................................ 143 
1  Glossary ............................................................................................. 143 
2  Limits ................................................................................................. 143 
3  Configuration ..................................................................................... 143 
4  Components ....................................................................................... 143 
5  Logs ................................................................................................... 143 
6  Use cases ........................................................................................... 144 
6.1  “protected callback on busy” or “protected callback on no answer” are not 
working  144 
7  Call flow example .............................................................................. 144 
 SECURITY CERTIFICATES ........................................................ 147 
1  Use cases ........................................................................................... 147 
1.1  Certificate import generates an Openssl error .......................................... 147 
1.2  No way to access WBM with admin and external authentication ............... 147 
1.3  How to install an Intermediate Certificate authority(ies) into the opentouch148 
1.4  No way to connect LDAP server ................................................................. 148 
1.5  Self signed certificate : VHE curl 60 ........................................................... 148 
1.6  VHE reboots at step3 ................................................................................. 149 
 MAINTENANCE TOOLS .......................................................... 153 
1  Filesystems ......................................................................................... 153 
1.1  df - Available disk space ........................................................................... 153 
1.2  du - Used disk space ................................................................................. 153 
1.3  find - Large files lookup ............................................................................ 154 
1.4  lsof - Open file ownership ......................................................................... 154 
1.5  mount - Partitions read/write status .......................................................... 154 
2  Server hardware performance ............................................................ 155 
2.1  Monitoring hard disk changes via hot swap RAID ..................................... 155 
2.2  RAID monitoring tools ............................................................................... 155 
2.3  hdparm - Disk access speed ...................................................................... 155 
3  Server load ........................................................................................ 155 
3.1  top - Top processes list .............................................................................. 155 
3.2  pstree - Processes hierarchy ...................................................................... 156 
3.3  ps - Processes list....................................................................................... 156 

 
 
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4  Memory load ...................................................................................... 157 
4.1  free - Physical memory and swap status .................................................... 157 
5  Licensing ............................................................................................ 159 
5.1  lmutil – FlexLM utilities .............................................................................. 159 
6  System information collection ............................................................. 159 
6.1  sosreport - Red Hat system status archive generation ............................... 159 
6.2  version.txt – OT version information .......................................................... 159 
6.3  Logzipper.bin - Alcatel – Lucent logs collection ......................................... 160 
6.4  checkSystemLinux.sh – Check system and IP/DNS configuration ............... 160 
7  openssl - Certificate verification ......................................................... 160 
8  crontab – Task scheduler .................................................................... 160 
9  egrep - Generic log file analysis ......................................................... 160 
 OXE ....................................................................................... 162 
1  Software overview .............................................................................. 162 
2  Access to OXE configuration ............................................................... 162 
3  Configuration ..................................................................................... 162 
3.1  Example .................................................................................................... 162 
4  Logs setting ........................................................................................ 163 
4.1  To setup logs ............................................................................................. 163 
5  Use cases ........................................................................................... 164 
5.1  ICM user call OXE user : no way to retrieve call ........................................ 164 
5.2  Error message "Trunk Group ID: No free Hybrid Bus Access" .................... 164 
5.3  Error message “No fict. Trunk ID Free” ..................................................... 164 
5.4  Calls between OXE user and ICM users failed if OFS server is managed on the 
OpenTouch server ..................................................................................................... 165 
5.5  ICM user aren’t reachable from attendant on OXE .................................... 165 
5.6  OpenTouch PSTN outgoing calls to GSM leads to SIP error 502 ................ 165 
5.7  Call to mobiles are cut .............................................................................. 165 
5.8  OpenTouch blind transfer 8082-IPTouch MyIC Phone call flow fail ........... 165 
5.9  Blind transfer from OXE to ICM user results without audio ........................ 166 
5.10  Opentouch caller Id is incomplete or wrong .............................................. 166 
5.11  No call from Oxe user to OT user .............................................................. 166 
5.12  No incoming call fromDSL box .................................................................. 166 
 MYIC PHONE VHE .................................................................. 167 
1  Architecture ....................................................................................... 167 
1.1  Software description .................................................................................. 167 

 
 
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2  Log setting ......................................................................................... 167 
2.1  Wireshark to read MyIC Phone OpenTouch exchanges ............................. 167 
2.2  Mirror the MyIC Phone port to the MyIC Phone PC Port ............................. 167 
2.3  Curl code display on set ............................................................................ 168 
3  Use case ............................................................................................ 170 
3.1  No way to get the certificate from 8770 to sign set ................................... 170 
3.2  MyIC Phone no way to sign certificate CTLActivateSigning failed.............. 170 
3.3  MyIC Phone no way to sign certificate no hash given for the ctl ................ 170 
3.4  MyIC Phone no way to sign certificate ....................................................... 170 
3.5  MyIC Phone reboot permanently after signing .......................................... 171 
3.6  MyIC Phone reboot permanently after signing .......................................... 171 
3.7  MyIC Phone reboot permanently after certificate modification .................. 171 
3.8  MyIC Phone reboot permanently after management ................................. 171 
3.9  MyIC Phone reboot permanently after ugrade .......................................... 171 
3.10  MyIC Phone reboot permanently after signing with customer certificate ... 171 
3.11  MyIC Phone does not get the configmac.xml after signing ........................ 171 
3.12  MyIC Phone does not get the configmac.xml after signing ........................ 172 
3.13  MyIC Phone does not get the [email protected] after signing ...................... 172 
3.14  MyIC Phone does not start certificate expired ............................................ 172 
3.15  Certificate selfsigned expired : no way to use a already mac Address of 
created set ................................................................................................................. 172 
3.16  MyIC Phone does not start ......................................................................... 173 
3.17  No way to deploy a new MyIC Phone version ........................................... 173 
3.18  No way to deploy a new MyIC Phone version DM_INVALID_DATA ........... 173 
3.19  No way to deploy a new MyIC Phone version HTTP proxy is activated ...... 173 
3.20  Deploy a package on a set is not applied .................................................. 173 
3.21  How to get the IP address of a VHE set ..................................................... 173 
3.22  No access to Open Touch when MyIC Phone is behind a VPN .................. 173 
3.23  How to have dial tone on MyIC Phone ...................................................... 173 
3.24  How to smooth the upgrade of the set ...................................................... 174 
3.25  How to set up a slide show on MyIC Phone ............................................... 174 
3.26  Slide show does not work.......................................................................... 174 
3.27  MyIC Phone call cut after 5sec ................................................................... 174 
3.28  MyIC Phone does not access to Voice Mail Local Storage .......................... 174 
3.29  MyIC Phone add a 0 when using call by name .......................................... 175 
3.30  Optional.xml parameter is not taken into account ..................................... 175 
3.31  MyIC Phone ICS icone is red ...................................................................... 175 
3.32  MyIC Phone ICS GUI password is locked ................................................... 175 

 
 
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3.33  MyIC Phone Voice Mail password is locked ............................................... 175 
3.34  How to access to particular keyboard character ........................................ 175 
3.35  No way to make receive call on MyIC Phone ............................................. 175 
3.36  MyIC Phone slow down ............................................................................. 176 
3.37  When off hook the Bluetooth hand set the call is put on hold ................... 176 
3.38  When off hook the Bluetooth hand set no MYIC Phone reaction ............... 176 
3.39  No way to answer call from MyIC Desktop monitoring MyIC Phone .......... 176 
3.40  No more than 100 contacts in the MyIC phone ......................................... 176 
3.41  Blue circle LED not allow a routing choice on the 8082 ............................. 176 
3.42  No way to send DTMF from MyIC Desktop monitoring MyIC Phone .......... 176 
3.43  No way to transfer on ringing from MyIC Phone to MyIC Phone ............... 176 
3.44  Blind transfer 8082-IPTouch-8082 call flow fails with no audio ................. 176 
3.45  No more user picture when calling a remote 8082 set .............................. 177 
3.46  MyIC Phone register to Oxe for survivability get SIP 503 ........................... 177 
3.47  Local call to MyIC Phone in survy mode does not work ............................. 177 
3.48  MyIC Phone in survy mode register get SIP 487 ........................................ 177 
 MANAGER / ASSISTANT ......................................................... 178 
1  Debug lion component (manage the mode) ........................................ 178 
2  Debug on VHE ................................................................................... 178 
3  Presence issue .................................................................................... 178 
3.1  Presence on Manager side ........................................................................ 178 
3.2  Presence on Assistant side ......................................................................... 179 
4  Use cases ........................................................................................... 180 
4.1  How to get the white list of a set ............................................................... 180 
4.2  Assistant can not transfer a call to boss from her DECT ............................. 180 
 VOICE APPLICATION ............................................................. 181 
1  AA Automatic Attendant ..................................................................... 181 
1.1  Which type of user have I to select in AA creation ..................................... 181 
1.2  File format for wav file in AA..................................................................... 181 
1.3  No access to the AA xml file from 8770 ..................................................... 181 
1.4  AA No more access to AA SIP 500 / 503 ................................................... 181 
1.5  Java error when editing AA application tree ............................................. 181 
1.6  SIP error 500 when accessing AA .............................................................. 181 
 
 

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1. Overview

This document describes the maintenance procedures and troubleshooting, which may be done in

OpenTouch.

Please verify that you get latest version OpenTouch Trouble shooting guide document

(TG0064) at:

https://businessportal.alcatel-lucent.com/alugesdp/content?ID=Q00052949

2. HISTORY

Edition 01: Creation of the document

Edition 02 : Add UDAS

Edition 03 : Add Call back

Edition 04 : Add Setup logs for MTW

Edition 05 : Add maintenance tools

Edition 06 : OXE / licensing part added news use cases

Edition 07 : MyIC Phone VHE 8082

Edition 08 : Manager / assistant | restoring empty data base

Edition 09 : Modify UDAS

Edition 10 : update for all topics

Edition 11 : password VM management / list of the TC

Edition 12 : Update for all topics

Edition 13 : Update for all topics

Edition 14 : Licensing / certificate / DLA tool

Edition 15 : path variable / delete obsolete items /ACS / 8770 / MyIC desktop

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3. Documentation to check

3.1 Technical communication to check

Check the latest TC version on BPWS.

New TC can be created and located on BPWS.

Thx to double check in the release note the compatibility for OS and eco system.

3.1.1 Technical communication about Open Touch

TC1494 OpenTouch product Siebel solutions

TC1508 OpenTouch 1.0 Prerequisites and Data Collect Guide

TC1519 SNMP management for alarms and performance

TC1520 OpenTouch mass users and devices import with UUM and DM

TC1521 User management with the Unified User Management application

TC1525 Commands BiCS R2 vs OpenTouch Business Edition R1.1 & 1.2

TC1598 OpenTouch 1.0 Preventive Maintenance

TC1625 OpenTouch server cold hard disk image cloning with CloneZilla

TC1629 Alcatel-Lucent OpenTouch R1.0 : OmniTouch 8400 ICS and OpenTouch on the same OXE

TC1632 OpenTouch™ (OTBE & OTMS) remote connection possibility description

TC1635 Migration from BiCS to Open Touch

TC1636 Command BICS R2 Vs OTBE R1.0

TC1643 OpenTouch: Procédure de sauvegarde et de restauration

TC1646 OpenTouch 1.0 Nomadic configuration

TC1670 OpenTouch 1.x Prerequisites and Data Collect Guide

TC1675 Alcatel-Lucent OpenTouch - Update OT 1.0.1 to OT 1.1

TC1691 OpenTouch Informations and traces collecting guide

TC1698 OpenTouch Conversation on iPad

TC1704 OT SW Version upgrade on inactive-partition and maintenance

TC1707 Upgrade R1.0.1 to R1.1.000.080

TC1709 SIP Survivability for OpenTouch Users

TC1748 CTL management on VLE/VHE

3.1.2 Technical communication about Open Touch eco system

TC0931 TFTP servers redundancy support on IP Touch with an external DHCP server

TC1323 MOBILITY SOLUTION: MIC for iPhone CONFIGURATION GUIDELINE

TC1503 MIC BlackBerry solution configuration guideline

TC1528 Software Deployment Solution version 2.0.2

TC1559 BES Management for MCE MIC BlackBerry

TC1623 OpenTouch_Single Sign-On Kerberos in-deep

TC1711 Open Touch deployment example for MyIC desktop using Microsoft Group Policy GPO

TC1722 IBM Unify Messaging Lotus Domino Configuration

TC1745 Mobility Solution for OpenTouch users: MIC for Blacberry/Android 4.1 Configuration Guideline

TC1759 MyIC Phone Synchronizer R1.2x

TC1763 OT interworking with OXE connected to public SIP BTIP trunk group

TC1767 MyIC with Lync Integration

3.1.3 Technical communication about Open Touch and OXE

TC0730 Collection of information regarding networked OmniPCX Enterprise

TC1652 OpenTouch connected to OXE in spatial redundancy

TC1678 Alcatel-Lucent 4059 EE - Installation procedure for release 1.2

TC1737 Procedure to analyse blocked CAC Counters

3.1.4 Associated technical Release Note

TS trongly recommend to check the version release note to verify configuration aspect and possible

known issue and workaround

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TC1575 Technical Release Note for OmniTouch 8450 Fax Software OFS Software Version R6.6.0.16

TC1613 OpenTouch R1.0.1 - Technical Release Note R1.0.100.050

TC1615 Technical Release Note for 8082 My IC Phone R200 in a Business environment (OmniPCX

Office, OpenTouch) - 1.030.x

TC1616 Technical Release Note for My IC Phone Synchronizer - version 1.1.x

TC1628 Technical Release Note for OpenTouch R1.0.100.050 Hotfix

TC1644 Technical Release Note for OmniPCX Enterprise Release 10.1 - Version J2.501.11.c

TC1651 Technical Release Note for OpenTouch R1.0.100.060

TC1662 Technical Release Note for 8082 My IC Phone R200 in Business mode - 1.034.x

TC1674 Technical Release Note for OpenTouch R1.1.000.060

TC1677 Technical Release Note for MIC BlackBerry on OpenTouch: MIC BlackBerry 4.0.8.3

TC1679 Technical Release Note for 8082 My IC Phone R250 in a Business environment (OmniPCX

Office, OpenTouch) - 1.08.x

TC1692 Technical Release Note of 8082 My IC Phone R200/1.035.x (Business mode) BLACKBERRY

4.1.8.2, MIC Android 4.1-2.0.28.1

TC1701 Technical Release Notes R1.1.000.080

TC1703 Technical Release Notes R250/1.010.x

3.1.5 Associated Trouble shooting guides

TG0025 ACS trouble shooting guide (MyTeamWork)

TG0042 Session Initiation Protocol (SIP)

TG0056 Mobility Troubleshooting Guide for OmniPCX Enterprise / ICS / OpenTouch

TG0065 My IC Phone OT 8082 Troubleshooting Guide

3.2 Get the version

The versions of the components are stored in a version.txt file located in /opt/Alcatel-Lucent :

------------------------------

Product : OpenTouchâ„¢ Business Edition 1.0

Version : 1.0.005.000

------------------------------

4. Deployment and Repair

4.1 Server deployment

4.1.1 How to access to Raid config with DL380G7

Problem: a brand new DL380 G7 and I want to configure RAID 1 or RAID 5 before installing the Linux.The

BIOS menu for RAID has disappeared and the smartstart CD is not shipped with the server.

Solution: when proposed to hit F9 for BioS setup, hit F8.

Then on the next menu if you hit F8 you’ll enter iLO config.

Then when you exit iLO if you press F8 again you enter the RAID array config.

Nota : when server start press F8 to have the start up info displayed

4.1.2 How to check the firmware of the DL380G7

Search "HP CISS Driver" in /var/log/dmesg : for DL380G7 the version must be at least V3.6.22 and not

V3.6.20

Check in HP web site if any alert on hardware platform

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4.1.3 How to relaunch a deployment wizard

Check that the VM are stopped

As root execute “reset-firstsetup.sh”

It will reboot the server and you will get the wizard in order to reconfigure all your settings.

All management done on the VM in case of OTBE will also be erased)

4.1.4 Deployment failed

Symptom : When using the ALED tool the deployment failed

Diagnosis : network UDP issue due to the type of switch : data-switch ALE 6224P

Solution : check the version of the switch or use an up to date one

4.1.5 Deployment failed on inactive partition

The OTBE installation using ALED and BiCS.conf is not authorized for security reasons and the data.xml file

is not created.

Consequence : the installation on the inactive partition will be failed

Workaround :

- Print /var/data/bics/bics.conf file

- launch $BICS_WIZARD_HOME/configuration.bin

- fill in all field as the bics.conf file

- at the end you will find the bics.conf and data.xml in $BICS_DATA_HOME

In /var/log/ICE/InstallLog/main_setup.log file :

Error:/var/data/bics/data.xml (No such file or directory)

4.1.6 Deployment tool how to set root password

4.1.7 How to uninstall an OpenTouch hotfix

For OT server : Insert the original DVD of the OT

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In graphical mode -> launch /opt/Alcatel-Lucent/_uninstALFXXXXXXXXXXX/uninstall.bin

4.1.8 IP address conflict

By default there is a Ethernet link ‘’virbr0’’ managed with the address 192.168.122.1.

This address could generate a conflict if the customer site uses the subnetwork 192.168.122.xxx

The virbr0 interface is not used on OT so it can be deleted for that launch the following command under root :

virsh net-destroy default

virsh net-autostart default --disable

4.2 Virtual Machine

4.2.1 VM Management command

The following commands have to be launched under root login.

To know the virtual machine status :

- OXE : oxe_cmd status

- Management : management_cmd status

To start the virtual machine :

- OXE : oxe_cmd start

- Management : management_cmd start

To stop the virtual machine :

- OXE : oxe_cmd stop

- Management : management_cmd stop

To force stop the virtual machine :

- OXE : oxe_cmd forcestop

Management : management_cmd forcestop

4.2.2 No way to access VM on Open Touch thru the network

Symptom : No way to access VM on Open Touch the the network

Soluton : the physical ethernet cable is not connected on eth 0 but on other eth plug

4.2.3 Repair a VM

Symptom : a virtual machine can not restart normally and is stucked on “System Recovery” or “status repair”

- brief does not restart

Diagnosis : before to restore it you can apply the operating mode

First of all try this :

On OpenTouch host, log as root

#cd /mnt/virtualmachines/images

Stop the virtual machines.

if possible by the dedicated controls : oxe_cmd stop / management_cmd stop / /usr/kvm/vmConverter_cmd

stop

if not possible go to the graphical Virtual Machine Manager tools and force off the unavailable virtual

machine.

Be sure that the virtual machine is stopped.

Undefine the virtual machine as follow : choose the right one

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virsh undefine vmOXE

virsh undefine vmManagement

virsh undefine vmConverter

re-define again the virtual machine :

virsh define /mnt/virtualmachines/images/vmOXE.xml

virsh define /mnt/virtualmachines/images/vmManagement.xml

virsh define /usr/kvm/vmConverter

then via the virt-manager : Run the virtual machine

4.2.4 Redeployment VM management R1.0x

Stop the vmManagement $BICS_HOME/bin/management_cmd forcestop

Delete the old vmManagement file : rm /var/lib/libvirt/images/vmManagement.img

Concatenate and unzip the 2 vmManagement files :

copy the vmManagement_dvd1.iso and vmManagement_dvd2.iso files in the /mnt

mkdir /mnt/dvd1

mkdir /mnt/dvd2

mount –o loop /mnt/vmManagement_dvd1.iso /mnt/dvd1

mount –o loop /mnt/vmManagement_dvd2.iso /mnt/dvd2

cat /mnt/dvd1/vmManagement.img.gz0 /mnt/dvd2/vmManagement.img.gz1 > vmManagement.img.gz

gunzip –c /mnt/vmManagement.img.gz > /var/lib/libvirt/images/vmManagement.img

start the vmManagement : $BICS_HOME/bin/management_cmd start

go to windows and launch the c:/temp/postfactory/postfactory.vbs script (Note : the windows password is

default password Sdfghjk1 see in the installation manual/VMmanagement postinstallation). Caution : you

have to wait that windows stops automatically, the postfactory.vbs could be very long until a hour.

do not forget to replace the nmc.license file in c:\etc\

on the server launch the “management_cmd updatekey” command

4.2.5 Redeployment VM management R1.1 and upper

Stop vmManagement $BICS_HOME/bin/management_cmd forcestop

Delete the old vmManagement file : rm /mnt/virtualmachines/images/vmManagement.img

Concatenate and unzip the 2 vmManagement files :

copy the vmManagement_dvd1.iso and vmManagement_dvd2.iso files in the /mnt

mkdir /mnt/dvd1

mkdir /mnt/dvd2

mount –o loop /mnt/vmManagement_dvd1.iso /mnt/dvd1

mount –o loop /mnt/vmManagement_dvd2.iso /mnt/dvd2

cat /mnt/dvd1/vmManagement.img.gz0 /mnt/dvd2/vmManagement.img.gz1 > vmManagement.img.gz

gunzip –c /mnt/vmManagement.img.gz > /mnt/virtualmachines/images/vmManagement.img

start the vmManagement : $BICS_HOME/bin/management _cmd start

go to windows and launch the c:/temp/postfactory/postfactory.vbs script (Note : the windows password is

default password Sdfghjk1 see in the installation manual/VMmanagement postinstallation). Caution : you

have to wait that windows stops automatically, the postfactory.vbs could be very long until a hour.

do not forget to replace the nmc.license file in c:\8770\etc\

on the server launch the “management_cmd updatekey” command

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