Troubleshooting ShoreTel Connect HYBRID Add-on Features

Content

Connect Sync Validation in Alarm Bar
Troubleshooting

Alerts
Events
Connect Sync Logs

Reassigning a TN
Troubleshooting the Scribe Service

Voicemail Transcription Logs
Scribe Settings in the ShoreTel Connect Portal
Resolving the "No Minutes Remaining" Error for Scribe

Related Topics

When the administrator (Decision Maker) enters the Account ID and Account Token on the Hybrid Synchronization page in ShoreTel Connect Director, the ShoreTel Connect Sync process is initiated to synchronize (import) data between ShoreTel Connect Director and the ShoreTel Connect Portal. This article is intended to assist ShoreTel Connect ONSITE administrators who have activated ShoreTel Connect HYBRID services to investigate and resolve issues with the following add-on features:

For an overview of the entire process of creating a Connect HYBRID account and synchronizing user data from ShoreTel Connect Director to the ShoreTel Connect Portal, see the Enabling ShoreTel Connect Sync for ShoreTel Connect 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 ShoreTel Connect Director and the ShoreTel Connect Portal was successful, check the Hybrid icon on the Alarm Bar in ShoreTel Connect Director. If the icon is green, the synchronization was successful and ShoreTel 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 ShoreTel Connect Director, which is described in Monitoring the Status of Connect HYBRID Sites. 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 ShoreTel 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 NumberAlert TextExplanationUser Response

4000

Unable to connect to the Connect CLOUD API server.

One of the following problems occurred:

  • There is a problem with the Internet connection from your network to the ShoreTel Connect Portal.

  • The ShoreTel Connect 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 ShoreTel Connect Portal or the Connect Sync notification channel. If this is the case, contact ShoreTel Support.

4001

Failed to log in to the Connect Portal using the Account ID and Token.

The Account ID or Token that you entered on the Synchronization page in ShoreTel Connect Director to enable Connect HYBRID features is incorrect.

Do the following:

  1. Copy the Account ID and Token from the ShoreTel Connect Portal and paste them into the proper fields on the Administration > Hybrid > Synchronization page in ShoreTel Connect Director.

  2. 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 ShoreTel Support.

4002

Notification channel failed

The notification channel for Connect HYBRID services encountered an error. Either the notification channel is down or the Connect CLOUD API server is down.

Restart the ShoreTel-ConnectSync service on the Maintenance > Status > Servers page in ShoreTel Connect Director.

If the issue persists, contact ShoreTel Support.

4003

Tie trunk retrieval from the Connect Portal failed.

Tie trunk information could not be retrieved from the ShoreTel Connect Portal for Connect HYBRID Sites, so it has not been synchronized in the Connect ONSITE system. This could be due to one of the following issues:

  • The Connect CLOUD API server is down.

  • The notification channel is down.

Contact ShoreTel Support.

4004

Tie trunk update failed in the Connect ONSITE system.

Tie trunk information was retrieved from the ShoreTel Connect Portal, but it could not be updated in ShoreTel Connect ONSITE because of one of the following reasons:

  • A problem with the Connect Sync service occurred.

  • A problem with ShoreTel Connect Director occurred.

  • A communication issue occurred.

The error could be related to ShoreTel Connect Director. Validate that the Connect ONSITE 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 ShoreTel-ConnectSync service on the Maintenance > Status > Servers page in ShoreTel Connect Director.

If the error persists, contact ShoreTel Support.

4005

Tie trunks could not be deleted in the Connect ONSITE system.

The tie trunks for Connect HYBRID Sites were not deleted in ShoreTel Connect ONSITE because of one of the following:

  • A problem with the Connect Sync service occurred.

  • A problem with ShoreTel Connect Director occurred.

  • A communication issue occurred.

The error could be related to ShoreTel Connect Director. Validate that the Connect ONSITE 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 ShoreTel-ConnectSync service on the Maintenance > Status > Servers page in ShoreTel Connect Director.

If the error persists, contact ShoreTel Support.

4006

Ports for tie trunks could not be allocated on the Connect ONSITE system.

The ports for the tie trunks could not be allocated on the Connect ONSITE system. If the ports were previously allocated for Connect HYBRID Sites, perhaps the ports have since been used for some other purpose.


In ShoreTel Connect Director, allocate ports on the designated switch, and then restart the ShoreTel-ConnectSync service on the Status > Servers page in ShoreTel Connect Director.

4007

Ports for tie trunks could not be deallocated in the Connect ONSITE 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 ShoreTel Connect Director. Validate that the Connect ONSITE 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 ShoreTel-ConnectSync service on the Maintenance > Status > Servers page in ShoreTel Connect Director.

If the error persists, contact ShoreTel Support.

4008

Extension ranges could not be retrieved from the Connect Portal.

Extension ranges could not be retrieved from the ShoreTel Connect Portal, so they have not been synchronized with the Connect ONSITE system for Connect HYBRID Sites. This could be due to one of the following issues:

  • The Connect CLOUD API server is down.

  • The notification channel is down.

Contact ShoreTel Support.

4009

Extension ranges could not be updated in the Connect ONSITE system.

Extension ranges were retrieved from the ShoreTel Connect Portal, but the extension ranges could not be updated in ShoreTel Connect ONSITE because of one of the following reasons:

  • A problem with the Connect Sync service occurred.

  • A problem with ShoreTel Connect Director occurred.

  • A communication issue occurred.

The error could be related to ShoreTel Connect Director. Validate that the Connect ONSITE 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 ShoreTel-ConnectSync service on the Maintenance > Status > Servers page in ShoreTel Connect Director.

If the error persists, contact ShoreTel Support.

4010

Extension ranges were not deleted in the Connect ONSITE system.

The extension ranges for Connect HYBRID Sites were not deleted in ShoreTel Connect ONSITE because of one of the following:

  • A problem with the Connect Sync service occurred.

  • A problem with ShoreTel Connect Director occurred.

  • A communication issue occurred.

The error could be related to ShoreTel Connect Director. Validate that the Connect ONSITE 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 ShoreTel-ConnectSync service on the Maintenance > Status > Servers page in ShoreTel Connect Director.

If the error persists, contact ShoreTel 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 ShoreTel Connect ONSITE Certificate Authority

  • the Connect Sync service

  • the ShoreTel Connect Director

The error could be related to the SIP tie trunks or ShoreTel Connect Director. Do the following:

  1. Ensure that the SIP tie trunks have been properly configured in ShoreTel Connect ONSITE. (If alerts 4003 and 4004 have not been generated, you can assume that the SIP tie trunks are properly configured.)

  2. Validate that the Connect ONSITE 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 ShoreTel-ConnectSync service on the Maintenance > Status > Servers page in ShoreTel Connect Director.

If the error persists, contact ShoreTel Support.

4012

Certificate Signing Failed


A failure related to certificates occurred because of a problem with one of the following:

  • the ShoreTel Connect CLOUD Certificate Authority

  • the Connect Sync service

  • the ShoreTel Connect Portal

Contact ShoreTel Support.

4013

Certificate installation failed

The certificate installation process, which should happen automatically, failed. The certificate installation process, which should happen automatically, failed. The certificate was not updated in the Connect ONSITE system configuration database.

Contact ShoreTel Support.

4014Tie 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 as described in Configuring DNS on ShoreTel Voice Switches.

  • Ensure that the switch can resolve tietrunk.sky.shoretel.com.

  • Depending on the switch type, enable dbg “on SIPâ€� and look for any errors.

If you find errors, attempt to resolve them as follows:

  • If the error is “Cannot resolve FQDN,â€� 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,â€� the problem is that the trunk switch is not able to establish a TLS connection with the Connect CLOUD trunk switch. Restarting the Connect ONSITE trunk switch should resolve the issue.

If the issue persists, contact ShoreTel Support.

4015Off-system extensions could not be retrieved from Connect ONSITE.Off-system extensions could not be retrieved from the ShoreTel Connect ONSITE system, so they have not been synchronized with the Connect CLOUD system for Connect HYBRID Sites.

Contact ShoreTel Support.

4016Off-system extensions from the Connect ONSITE system could not be updated in the Connect Portal.Off-system extensions were retrieved from the ShoreTel Connect ONSITE system, but the extension ranges could not be updated in the Connect Portal.Contact ShoreTel Support.
4017Off-system extensions from the Connect ONSITE system were not deleted in the ShoreTel Connect Portal.The off-system extensions that were configured in the ShoreTel Connect ONSITE system for Connect HYBRID Sites were not deleted in the ShoreTel Connect Portal.Contact ShoreTel Support.
4018The dial plan could not be retrieved from the ShoreTel Connect ONSITE system.The dial plan information could not be retrieved from the ShoreTel Connect ONSITE system, so it has not been synchronized with the ShoreTel Connect Portal for Connect HYBRID Sites.Contact ShoreTel Support.
4019The dial plan from the Connect ONSITE system could not be updated in the Connect Portal.Dial plan information was retrieved from the ShoreTel Connect ONSITE system, but the extension ranges could not be updated in the ShoreTel Connect Portal.Contact ShoreTel Support.
4020The dial plan from the Connect ONSITE system could not be deleted in the Connect Portal.The dial plan configured in the ShoreTel Connect ONSITE system for Connect HYBRID Sites was not deleted in the ShoreTel Connect Portal.Contact ShoreTel 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.

  1. Launch ShoreTel Connect Director.

  2. Navigate to Maintenance > Events, which displays the Events page.

  3. Use the Filter button to filter on a particular event number.

In ShoreTel 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 ShoreTel Connect Sync Service must be running to ensure that synchronization operations between ShoreTel Connect Director and ShoreTel Connect Portal occur. You can set up an event notification so that you are notified if the service goes down.

  1. Launch ShoreTel Connect Director.

  2. Navigate to Maintenance > Event Filters.

  3. On the Event Filters page, select or enter the following values in the various fields:

  • Server: Headquarters

  • Source: Select Services and select ShoreTel Connect Sync Service from the drop-down list.

  • Category: Any

  • Event ID: Any

  • Type: All

  • Email: Enter the email address of the system administrator.

Connect Sync Logs

This section includes the following topics:

If you experience any issues with any of the Connect HYBRID features, ShoreTel 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.

  1. In the Registry, set the logging level to 3.

  2. For the change to take effect, stop and start the Connect Sync service in ShoreTel Connect Director by navigating to Maintenance > Status > Servers and scrolling to the Application Service Status section. In the list of services, select ShoreTel-ConnectSync, and then in the Command drop-down list select Stop and click Apply.

  3. Wait until the value in the Status column is "Stopped".

  4. In the list of services, select ShoreTel-ConnectSync again, and then in the Command drop-down list select Start and click Apply.

The new logging level takes effect when the ShoreTel-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 MessageError 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 ShoreTel 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 ShoreTel 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 ShoreTel 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 ShoreTel 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 ShoreTel Connect Portal records show the user is not provisioned for Scribe, but ShoreTel 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 ShoreTel Connect Portal, this enablement status is synced with ShoreTel 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 ShoreTel 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 ShoreTel Connect-Sync process. If the issue is not resolved after this period of time, contact ShoreTel 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

ShoreTel Connect Director is sending multiple user profiles with the same ForeignId.

Delete offending profiles in ShoreTel 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 ShoreTel Support.

 

Connect Sync Errors that Require Contacting ShoreTel Support

The following table shows a list of Connect Sync log errors that require contacting ShoreTel Support to resolve.

Connect Sync Error MessageError Explanation

This profile cannot have Scribe provisioned.

This is a ShoreTel Connect Portal Issue.

This profile is not configured for Scribe.


This is a ShoreTel Connect Portal Issue.

Missing Data in Scribe Request

This means the Premise 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 ShoreTel Connect Portal, and then changed. The following properties cannot be changed on a synced profile: TN, ForeignId, ProfileType, PartitionId, AccountId.

Find the offending profile in ShoreTel 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 ShoreTel Connect HYBRID user who no longer needs that phone number. To reassign a phone number, do the following:

  1. In ShoreTel Connect Director, navigate to Administration > Users > Users.

  2. Find the user who no longer needs the TN.

  3. Remove the check mark next to "DID Range".

  4. Click Save.

  5. Wait a minimum of 5 minutes for the ShoreTel Connect-Sync process to run again.

  6. Log in to the ShoreTel Connect Portal.

  7. Navigate to Phone System > Users, which opens the Users screen.

  8. Search for the user who was edited in ShoreTel 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:

  1. To determine if a user is enabled for the Scribe service, check the following:

  • In ShoreTel Connect Director, check the Maintenance > Hybrid > Data > Users page to see if the user is enabled for Scribe.

  • In the ShoreTel Connect Portal, check Phone System > Add-on Features > Manage button for HYBRID Scribe, and verify that the user is enabled for Scribe.

  1. If the Scribe request failed, search for the following message: MS: Scribe failure, service returned

  2. 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.

  3. In ShoreTel 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 ShoreTel Connect Portal

If ShoreTel Connect Director shows that all users are configured for Scribe, as explained in the Scribe Settings in Director section above, do the following to verify that Scribe is enabled in the ShoreTel Connect Portal:

  1. Log into https://portal.shoretelsky.com with email address and password.

  2. Navigate to Phone System > Add-on Features.

  3. In the Add-on Features page that appears, if you see two buttons, Settings and Manage, next to ShoreTel 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 ShoreTel Connect HYBRID Scribe.

  4. Click the Manage button next to ShoreTel 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 ShoreTel phone, see the following possible reasons:

Resolving the "No Minutes Remaining" Error for Scribe

To resolve this issue:

  1. Log in to the ShoreTel Connect Portal and navigate to Phone System > Add-on Features.

  2. Click the Manage button next to ShoreTel Connect HYBRID Scribe.

  3. Right-click within the row of the user profile associated with the error.

  4. Select Update ShoreTel Hybrid Scribe.

  5. Set the Service Type to Unrestricted, and click OK.

  6. Wait a minimum of 5 minutes for the ShoreTel Connect-Sync process to run.

To prevent this issue from occurring for new users added to this service in the future:

  1. From the Add-on Features screen, click the Settings button next to ShoreTel Connect HYBRID Scribe.

  2. Set the Service Type to Unrestricted, and click OK.

Related Topics

Enabling ShoreTel Connect Sync for ShoreTel Connect HYBRID Services
Using ShoreTel Connect HYBRID Fax
Using ShoreTel Connect HYBRID Scribe
Roles and Permissions
ShoreTel Support

ShoreTel Dates

Created Date 2016-02-22 - Modified Date 2017-08-04


Article: 000011725