When the administrator (Decision Maker) enters the Account ID and Account Token on the Hybrid Synchronization page in Connect Director, the Connect Sync process is initiated to synchronize (import) data between Connect Director and the MiCloud Account Portal. This article is intended to assist MiVoice Connect administrators who have activated Connect HYBRID services to investigate and resolve issues with the following add-on features:
Connect HYBRID Fax
Connect HYBRID Scribe
Connect HYBRID Sites
For an overview of the entire process of creating a Connect HYBRID account and synchronizing user data from Connect Director to the MiCloud Account Portal, see the Enabling Connect Sync for HYBRID Services article.
Connect Sync Validation in Alarm Bar
To verify that the Account ID and Account Token entered on the Synchronization page were validated, and to verify that the Connect Sync process to synchronize user profile data between Connect Director and the MiCloud Account Portal was successful, check the Hybrid icon on the Alarm Bar in Connect Director. If the icon is green, the synchronization was successful and Connect HYBRID services should be operating normally.
Troubleshooting
To diagnose and resolve problems, start by reviewing the monitoring information displayed on the Hybrid status pages in Connect Director. Then proceed to investigate any issues by looking at the alerts, events, and Connect Sync logs, as described below. (For the Connect Sync logs, be sure that the logging level is sufficient, as described in that section.)
Alerts
If the Hybrid icon on the Alarm Bar in Connect Director is yellow or red, click the Hybrid status icon to open the Alerts page. Any alerts related to HYBRID services are included in the list pane at the top of the page. Scroll to the right and view the contents of the Description column for each row that has a Hybrid alert.
The HYBRID alerts are as follows:
Alert Number
Alert Text
Explanation
User Response
4000
Unable to connect to the MiCloud API server.
One of the following problems occurred:
There is a problem with the Internet connection from your network to the MiCloud Account Portal.
The MiCloud Account Portal is down.
The Connect Sync notification channel is down.
Check your Internet connection. If your site can reach the public Internet, then there might be a problem with the MiCloud Account Portal or the Connect Sync notification channel. If this is the case, contact Support.
4001
Failed to log in to the Account Portal using the Account ID and Token.
The Account ID or Token that you entered on the Synchronization page in Connect Director to enable HYBRID features is incorrect.
Do the following:
Copy the Account ID and Token from the MiCloud Account Portal and paste them into the proper fields on the Administration > Hybrid > Synchronization page in Connect Director.
If that doesn't address the errors, there might be a problem with pasting the values. Type the Account ID and Token in the appropriate fields.
If this does not address the issue, contact Support.
4002
Notification channel failed
The notification channel for Connect HYBRID services encountered an error. Either the notification channel is down or the MiCloud API server is down.
Restart the ConnectSync service on the Maintenance > Status > Servers page in Connect Director.
If the issue persists, contact Support.
4003
Tie trunk retrieval from the Account Portal failed.
Tie trunk information could not be retrieved from the MiCloud Account Portal for Connect HYBRID Sites, so it has not been synchronized in the MiVoice Connect system. This could be due to one of the following issues:
The MiCloud API server is down.
The notification channel is down.
Contact Support.
4004
Tie trunk update failed in the MiVoice Connect system.
Tie trunk information was retrieved from the MiCloud Account Portal, but it could not be updated in MiVoice Connect because of one of the following reasons:
A problem with the Connect Sync service occurred.
A problem with Connect Director occurred.
A communication issue occurred.
The error could be related to Connect Director. Validate that the MiVoice Connect system is in compliance for licenses and that the Contact Information page is complete. Make any necessary license or Contact Info changes, and then restart theConnectSync service on the Maintenance > Status > Servers page in Connect Director.
If the error persists, contact Support.
4005
Tie trunks could not be deleted in the MiVoice Connect system.
The tie trunks for Connect HYBRID Sites were not deleted in MiVoice Connect because of one of the following:
A problem with the Connect Sync service occurred.
A problem with Connect Director occurred.
A communication issue occurred.
The error could be related to Connect Director. Validate that the MiVoice Connect system is in compliance for licenses and that the Contact Information page is complete. Make any necessary license or Contact Info changes, and then restart the ConnectSync service on the Maintenance > Status > Servers page in Connect Director.
If the error persists, contact Support.
4006
Ports for tie trunks could not be allocated on the MiVoice Connect system.
The ports for the tie trunks could not be allocated on the MiVoice Connect system. If the ports were previously allocated for Connect HYBRID Sites, perhaps the ports have since been used for some other purpose.
In Connect Director, allocate ports on the designated switch, and then restart the ConnectSync service on the Status > Servers page in Connect Director.
4007
Ports for tie trunks could not be deallocated in the MiVoice Connect system.
Because of a problem with the Connect Sync service, the trunk ports for Connect HYBRID Sites were not deallocated.
The error could be related to Connect Director. Validate that the MiVoice Connect system is in compliance for licenses and that the Contact Information page is complete. Make any necessary license or Contact Info changes, and then restart the ConnectSync service on the Maintenance > Status > Servers page in Connect Director.
If the error persists, contact Support.
4008
Extension ranges could not be retrieved from the Account Portal.
Extension ranges could not be retrieved from the MiCloud Account Portal, so they have not been synchronized with the MiVoice Connect system for Connect HYBRID Sites. This could be due to one of the following issues:
The MiCloud API server is down.
The notification channel is down.
Contact Support.
4009
Extension ranges could not be updated in the MiVoice Connect system.
Extension ranges were retrieved from the MiCloud Account Portal, but the extension ranges could not be updated in MiVoice Connect because of one of the following reasons:
A problem with the Connect Sync service occurred.
A problem with Connect Director occurred.
A communication issue occurred.
The error could be related to Connect Director. Validate that the MiVoice Connect system is in compliance for licenses and that the Contact Information page is complete. Make any necessary license or Contact Info changes, and then restart the ConnectSync service on the Maintenance > Status > Servers page in Connect Director.
If the error persists, contact Support.
4010
Extension ranges were not deleted in the MiVoice Connect system.
The extension ranges for Connect HYBRID Sites were not deleted in MiVoice Connect because of one of the following:
A problem with the Connect Sync service occurred.
A problem with Connect Director occurred.
A communication issue occurred.
The error could be related to Connect Director. Validate that the MiVoice Connect system is in compliance for licenses and that the Contact Information page is complete. Make any necessary license or Contact Info changes, and then restart the ConnectSync service on the Maintenance > Status > Servers page in Connect Director.
If the error persists, contact Support.
4011
Generation of the certificate signing request failed.
A failure related to generating a certificate signing request occurred because of a problem with one of the following:
the MiVoice Connect Certificate Authority
the Connect Sync service
Connect Director
The error could be related to the SIP tie trunks or Connect Director. Do the following:
Ensure that the SIP tie trunks have been properly configured in MiVoice Connect. (If alerts 4003 and 4004 have not been generated, you can assume that the SIP tie trunks are properly configured.)
Validate that the MiVoice Connect system is in compliance for licenses and that the Contact Information page is complete. Make any necessary license or Contact Info changes, and then restart the ConnectSync service on the Maintenance > Status > Servers page in Connect Director.
If the error persists, contact Support.
4012
Certificate Signing Failed
A failure related to certificates occurred because of a problem with one of the following:
the MiCloud Certificate Authority
the Connect Sync service
the MiCloud Account Portal
Contact Support.
4013
Certificate installation failed
The certificate installation process, which should happen automatically, failed. The certificate was not updated in the MiVoice Connect system configuration database.
Contact Support.
4014
Tie trunk is out of service.
The SIP tie trunk for Connect HYBRID Sites is not operational.
Do the following:
Ensure that the switch has the proper DNS setup.
Ensure that the switch can resolve tietrunk.sky.shoretel.com.
Depending on the switch type, enable dbg "on SIP" and look for any errors.
If you find errors, attempt to resolve them as follows:
If the error is "Cannot resolve FQDN," the DNS settings on the switch might be the problem. You can address this issue by using a public DNS that can resolve the FQDN.
If the error is "SSL cert error," the problem is that the trunk switch is not able to establish a TLS connection with the MiCloud trunk switch. Restarting the MiVoice Connect trunk switch should resolve the issue.
If the issue persists, contact Support.
4015
Off-system extensions could not be retrieved from MiVoice Connect.
Off-system extensions could not be retrieved from the MiVoice Connect system, so they have not been synchronized with the MiCloud system for Connect HYBRID Sites.
Contact Support.
4016
Off-system extensions from the MiVoice Connect system could not be updated in the Account Portal.
Off-system extensions were retrieved from the MiVoice Connect system, but the extension ranges could not be updated in the MiCloud Account Portal.
Contact Support.
4017
Off-system extensions from the MiVoice Connect system were not deleted in the Account Portal.
The off-system extensions that were configured in the MiVoice Connect system for Connect HYBRID Sites were not deleted in the MiCloud Account Portal.
Contact Support.
4018
The dial plan could not be retrieved from the MiVoice Connect system.
The dial plan information could not be retrieved from the MiVoice Connect system, so it has not been synchronized with the MiCloud Account Portal for Connect HYBRID Sites.
Contact Support.
4019
The dial plan from the MiVoice Connect system could not be updated in the Account Portal.
Dial plan information was retrieved from the MiVoice Connect system, but the extension ranges could not be updated in the MiCloud Account Portal.
Contact Support.
4020
The dial plan from the MiVoice Connect system could not be deleted in the Account Portal.
The dial plan configured in the MiVoice Connect system for Connect HYBRID Sites was not deleted in the MiCloud Account Portal.
Contact Support.
Events
The Windows Server Event logs contain detailed information about issues with events related to the Connect Sync process, which you can use to troubleshoot and resolve errors.
Launch Connect Director.
Navigate to Maintenance > Events, which displays the Events page.
Use the Filter button to filter on a particular event number.
In Connect Director, you can set up an Event Filter to send you an email message when a Connect Sync event occurs. These email messages can be useful in detecting and resolving processing errors. For example, the Connect Sync Service must be running to ensure that synchronization operations between Connect Director and the MiCloud Account Portal occur. You can set up an event notification so that you are notified if the service goes down.
Launch Connect Director.
Navigate to Maintenance > Event Filters.
On the Event Filters page, select or enter the following values in the various fields:
Server: Headquarters
Source: Select Services and select Connect Sync Service from the drop-down list.
Category: Any
Event ID: Any
Type: All
Email: Enter the email address of the system administrator.
If you experience any issues with any of the Connect HYBRID features, Support will ask for the Connect Sync logs. You can find these logs on the Headquarters server at: <drive>:\Shoreline Data\Logs
The log file format is: ConnectSync-YYMMDD-xxxxxx.log
To ensure that enough information is captured in the Connect Sync logs, you should first increase the logging level. To avoid accumulating too much information in the logs, retain the higher logging level only as long as needed to diagnose the issue.
In the Registry, set the logging level to 3.
For the change to take effect, stop and start the Connect Sync service in Connect Director by navigating to Maintenance > Status > Servers and scrolling to the Application Service Status section. In the list of services, select ConnectSync, and then in the Command drop-down list select Stop and click Apply.
Wait until the value in the Status column is Stopped.
In the list of services, select ConnectSync again, and then in the Command drop-down list select Start and click Apply.
The new logging level takes effect when the ConnectSync service is restarted.
Connect Sync Errors that a System Administrator Might Be Able to Resolve
The following table lists the Connect Sync log errors that can be resolved by a system administrator. An explanation and possible resolution are included for each error.
Connect Sync Error Message
Error Explanation / Possible Resolution
There is already a Profile for this TN (Duplicate TN)
System administrator may have synced a user with this TN, then disabled that user in Connect Director, and subsequently reassigned the TN to a different user. The following are two possible solutions that can be performed to resolve this error:
In Connect Director, navigate to Administration > Users > Users, and select a different TN for the user associated with this error, then wait a minimum of 5 minutes for the Connect-Sync process to run again.
In some instances, a TN needs to be reassigned. For instructions, see the Reassigning a TN section of this article.
The requested TN is already in use
This error can be caused by one of the following conditions:
There is already a profile with the TN.
The TN is already assigned to another account.
The TN is in a pool of reserved phone numbers.
To resolve this error, in Connect Director, navigate to Administration > Users > Users and select a different TN for the user associated with this error. In some instances, a TN needs to be reassigned. For instructions, see the Reassigning a TN section of this article.
Scribe creation failed: Not enough minutes available for Scribe.
Profile (XXXXXX) has exceeded the monthly allotment for the Restricted plan. Month-to-date usage: XX messages / 00:XX:XX (hh:mm:ss). To resolve this issue, see the Resolving the "No Minutes Remaining" Error for Scribe section of this article.
Profile (XXXX) not provisioned for Scribe.
This means that the MiCloud Account Portal records show the user is not provisioned for Scribe, but Connect Director shows the user is enabled for Scribe, so there is a mismatch of records. If the system administrator disabled the user for Connect HYBRID Scribe in the MiCloud Account Portal, this enablement status is synced with Connect Director every 5 minutes, but if the network connection or server was down at that time, this could cause the system to be out of sync. To resolve the issue, verify and/or update the following email settings in Connect Director:
The Delivery type field on the Administration > Users > Users > Voice Mail tab is set to Attach WAV file.
Email Address set on Administration > Users > Users > General tab must be unique and valid.
Wait until the Connect Enablement status (updated every 5 minutes) is processed again by the Connect-Sync process. If the issue is not resolved after this period of time, contact Support to restart the Connect Sync Service. If these instructions do not resolve the issue, check with your IT department to see if a server port is blocked, which would prevent outbound messages from being sent.
There is already an active Profile with this ForeignId.
Connect Director is sending multiple user profiles with the same ForeignId. Delete offending profiles in Connect Director, recreate the profiles, and then wait for the Connect Sync process to run, which occurs every 5 minutes. If this error persists for more than 30 minutes, contact Support.
Connect Sync Errors that Require Contacting Support
The following table shows a list of Connect Sync log errors that require contacting Support to resolve.
Connect Sync Error Message
Error Explanation
This profile cannot have Scribe provisioned.
This is a MiCloud Account Portal Issue.
This profile is not configured for Scribe.
This is a MiCloud Account Portal Issue.
Missing Data in Scribe Request
This means the MiVoice Connect system did not send enough data to fill in the request. That should not happen unless data was corrupted.
Cannot be changed after profile creation - Multiple fields cannot be modified after profile was already created.
This error means that a profile was created and synchronized to the MiCloud Account Portal, and then changed. The following properties cannot be changed on a synced profile: TN, ForeignId, ProfileType, PartitionId, AccountId.
Find the offending profile in Connect Director and make a note of the user data associated with the error.
Reassigning a TN
If you experience an error indicating "TN already in use," "Duplicate TN," or "there is already a Profile for this TN," you may need to reassign the TN of a Connect HYBRID user who no longer needs that phone number. To reassign a phone number, do the following:
In Connect Director, navigate to Administration > Users > Users.
Find the user who no longer needs the TN.
Clear the checkmark next to DID Range.
Click Save.
Wait a minimum of 5 minutes for the Connect-Sync process to run again.
Log in to the MiCloud Account Portal.
Navigate to Phone System > Users, which opens the Users screen.
Search for the user who was edited in Connect Director, and verify that the user is not listed on the Users page.
The TN is now available to be assigned to a different user.
Troubleshooting the HYBRID Scribe Service
The following sections provide information related to troubleshooting the Scribe service. The log file format is Vmail-YYMMDD-xxxxxx.log Use the following guidelines and search tips (shown in bold) when accessing voicemail logs to troubleshoot Scribe-related issues:
To determine if a user is enabled for the Scribe service, check the following:
In Connect Director, check the Maintenance > Hybrid > Data > Users page to see if the user is enabled for Scribe.
In the MiCloud Account Portal, check Phone System > Add-on Features > Manage button for HYBRID Scribe, and verify that the user is enabled for Scribe.
If the Scribe request failed, search for the following message: MS: Scribe failure, service returned
If authentication failed because of invalid Account ID and Token, search for the following message: ER: The Voice Mail Application failed to authenticate with the Scribe service.
In Connect Director, if the Delivery type field on the Administration > Users > Users > Voice Mail tab is set to Attach WAV file, and communication with the Scribe server fails, search for the following message: The system was unable to transcribe this voice message.
Scribe Settings in the MiCloud Account Portal
If Connect Director shows that all users are configured for Scribe, as explained above, do the following to verify that Scribe is enabled in the MiCloud Account Portal:
Log in to Account Portal with your email address and password.
Navigate to Phone System > Add-on Features.
In the Add-on Features page that appears, if you see two buttons, Settings and Manage, next to Connect HYBRID Scribe, the service has been activated. If you see the Activate button, the service has not been activated. For complete instructions for managing this service, see Using HYBRID Scribe.
Click the Manage button next to Connect HYBRID Scribe to see the list of users who were previously added to this service.
If the users who were added to the service are not receiving voicemail transcriptions when voicemail messages are left on the user's phone, see the following possible reasons:
Incoming email server is blocked by IT
Contact your IT department to investigate and resolve.
This can occur when system resources are temporarily down. The system will continue trying to initiate the Connect Sync process every 5 minutes. Wait to see if this automatically resolves the issue. If this error persists for more than 30 minutes, see the Events and Connect Sync Logs sections of this article before contacting Support.
Resolving the "No Minutes Remaining" Error for Scribe
To resolve this issue:
Log in to the MiCloud Account Portal and navigate to Phone System > Add-on Features.
Click the Manage button next to Connect HYBRID Scribe.
Right-click within the row of the user profile associated with the error.
Select Update Hybrid Scribe.
Set the Service Type to Unrestricted, and click OK.
Wait a minimum of 5 minutes for the Connect-Sync process to run.
To prevent this issue from occurring for new users added to this service in the future:
From the Add-on Features screen, click the Settings button next to Connect HYBRID Scribe.
Set the Service Type to Unrestricted, and click OK.
