Server Reboot

If the system was working before and all users are affected, reboot the server.

 

 

Salesforce - Connection icon is yellow

 

If the connection icon in Salesforce is yellow

 

check if the Partner Gateway status is Online. If there is another status (e.g. UNKNOWN) uncheck the option: Activate Gateway and after that check it again and click on Save. If the status is still not online reboot the server.

 

 

 

On the left navigation bar click on Extensions.

 

•Check in the extension screen if the extension is listed

 

•Check if the own Login ID is correct

 

 

 

Extensions showing offline

 

On the left navigation bar click on Extensions.

 

If extensions are there but in state offline or unknown, then the connection to the phone system is broken.

 

 

 

 

Actions

•If all extensions are offline and the system was working before, reboot the server

•If it is a new installation, check ports

 

 

Check connection to the PBX

On the left navigation bar click on Telephone System

 

The status is Offline

 

 

Actions

If the status is Offline, click on the Start button

 

The correct status is Connected.

 

 

 

 

 

Extracting logs

 

In order to get the logs from GoConnect Server a connection through telnet is required.

For the telnet connection, you need the IP address, port (21053), username and password.

 

How to get username and password

1. Open the GoConnect Server in Classic view

 

 

2. Navigate to Enterprise and then to Users.

 

3. Double click the SYSTEM user and set the password, example: mondagomirage, and click Save.

 

 

 

Generate the log file

 

1. Enable Telnet on your Server

 

2. Open command prompt (cmd)

type ipconfig /all to retrieve IP address

 

3. Using the command, telnet to the server IP and port 21053 – e.g. telnet 127.0.0.1 21053

Login using the password for the SYSTEM user

 

4. enter: "equipment.set values.debug=5" - this will set the log level to 5 and generate the log file.

The output should look similar to this:

 

 

This will now log to the "C:\Windows\Temp", the file name or names will begin with "ucdiag-equ"

 

Once the problems have been resolved you will need to use the same telnet connection to run the command below and turn off debugging

equipment.set values.debug=0