ShoreTel Connect HYBRID Services Troubleshooting (for ST 14.2)

Content

The information in this article is intended to enable ShoreTel Premises ST14.2 customers (system administrators and associated IT personnel), who have activated ShoreTel Connect HYBRID services (for ST 14.2), to investigate and resolve issues with the syncing of their Connect HYBRID services.

Table of Contents

Connect Services

Warning Message

Quick Look

Connect Sync Validation in Quick Look
Quick Look Error Status

Troubleshooting Errors with Connect Services

Copy-Paste Token Error
Server Windows Event Logs
Connect Sync Logs

Reassigning a TN
Troubleshooting the Scribe Service

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

Additional Connect Services Information

Creating Event Filters in Director
Connect Sync User Profile Data
Connect Sync Times

Related Topics

Connect Services

After a ShoreTel Premise system administrator accesses Connect HYBRID Services (for ST 14.2 GA8 build 19.43.7902.0 and greater) via a link in Director to create a new Connect HYBRID account, the system administrator becomes a Decision Maker with access to the ShoreTel Portal to manage ShoreTel Connect HYBRID Services. When the system administrator (Decision Maker) accesses the Connect HYBRID Services screen (via a link in the Administration menu of Director) and enters the Account ID and Account Token, the ShoreTel Connect Sync process is initiated to sync (import) data from Director to the ShoreTel Portal. However, there is no immediate indication to determine that the Account ID and Account Token were processed successfully (or unsuccessfully). See the Connect Sync Times section of this article for default processing times associated with syncing data.

The following image shows the Connect HYBRID Services screen in Director immediately after an Account ID and Account Token were entered.

Account ID and Account Token

The information that follows provides instructions and suggested guidelines for troubleshooting and resolving issues with the Connect Sync process.

Warning Message

If there are any errors or other issues with your Connect HYBRID Service, the Connect HYBRID Services screen (in Director) displays the following Warning message with a link to access Quick Look, as shown in the following image.

"Warning! There is an error with Connect Services. Click Quicklook to find out the details"

Warning Connect Errors

Quick Look

The Quick Look area of Director should be used first to verify the success of Connect Services processing, and to investigate and resolve processing errors.

Connect Sync Validation in Quick Look

To verify that the Account ID and Account Token entered in the Connect HYBRID Services screen were validated, and to verify that the Connect Sync process to synchronize user profile data from Director to the ShoreTel Portal was successful, perform the following steps:

  1. Click the Quick Look link in the Maintenance menu of Director, as shown in the following image

Quick Look

  1. In the Quick Look screen that opens, click the Headquarters link under Server/Appliance, which opens the Main Server Maintenance screen, as shown in the following image.
  • In the Status area of the screen, if the indicator to the left of Connect Token is green and the status to the right shows OK, the Account ID and Account Token were accepted by the ShoreTel Portal and user data synchronization should process successfully.
  • In the Services area of the screen, if the indicator to the left of ShoreTel Connect Sync is green and the status to the right does not show an error message, user data was successfully synced from Director to the ShoreTel Portal.

Connect Token and Sync Service Status

  1. If the Status or Services indicators are not green, continue reading the sections below to find useful error status, troubleshooting, and logging information.

Quick Look Error Status

The following table shows the possible Quick Look status values that are associated with the "Connect Token" and "ShoreTel Connect Sync" processes. If the information in the Possible Resolution column does not resolve the issue you are experiencing, please see the Server Windows Event Logs and Connect Sync Logs sections of this article.

ColorQuick Look Display in DirectorStatus DescriptionPossible Resolution
GreenOKAccount ID and Account Token validatedThe Connect Token credential validation process was successful.
YellowInternal ErrorInvalid Parameter foundPossible causes are:
  • Email address already exists - In Director, navigate to Administration > Users > Individual Users, and verify that each user has a valid, unique Email Address.
  • Phone number is not a valid DID - In Director, navigate to Administration > Users > Individual Users and verify that each user has a valid DID Number. See the "TN" requirements in the Connect Sync User Profile Data section of this article.
  • TN already in use - In some instances, a TN needs to be reassigned. See the Reassigning a TN section of this article for instructions.
YellowInternal ErrorError with Database on PortalDatabase connection timeout. This can occur when system resources are temporarily down. The system will continue trying to initiate the Connect Sync process every five minutes. Wait to see if this automatically resolves the issue. If this error persists for more than approx. 30 minutes, see the Server Windows Event Logs and Connect Sync Logs sections of this article to learn how to find more detailed information about this processing error.
YellowServer ErrorError with Scribe ServerScribe server is not reachable. See the Troubleshooting the Scribe Service section of this article.
RedInvalid LoginInvalid Account ID and/or Account TokenToken is most likely incorrect or contains an extra space. See the Copy-Paste Token Error section of this article.
RedLost CommunicationPortal Connection errorReached the ShoreTel Portal, but could not contact the server. This can occur when system resources are temporarily down. The system will continue trying to initiate the Connect Sync process every five minutes. Wait to see if this automatically resolves the issue. If this error persists for more than approx. 30 minutes, see the Server Windows Event Logs and Connect Sync Logs sections of this article to learn how to find more detailed information about this processing error.
RedUnknownUnknown errorCould not reach the server (server was shut down or experienced a possible power outage). This can occur when system resources are temporarily down. The system will continue trying to initiate the Connect Sync process every five minutes. Wait to see if this automatically resolves the issue. If this error persists for more than approx. 30 minutes, see the Server Windows Event Logs and Connect Sync Logs sections of this article to learn how to find more detailed information about this processing error.


It is best to use Quick Look first, and then (as needed) obtain more details about issues using the Troubleshooting Errors with Connect Services section below, before contacting ShoreTel Support for help with resolving the issues related to your ShoreTel Connect HYBRID Services.

Troubleshooting Errors with Connect Services

See the "Viewing ShoreTel-Connect Sync Status on the Diagnostics Monitoring Page in ShoreTel Director" section of the ShoreTel Connect HYBRID Enablement Guide. Then use the sections of this article that are listed below to identify and resolve errors associated with the Connect Sync process:

Copy-Paste Token Error

When the system administrator accesses Director to sync user data with the ShoreTel Portal, if the Account ID and Account Token are entered and the token is incorrect, the indicator to the left of Connect Token is red and the Status displays Invalid Login, as shown in the following image. This occurs when the Token is rejected by the ShoreTel Portal, which prevents the ShoreTel Connect Sync process from running.

Connect Token Red

The copy-paste action that is used to capture and enter the token can easily introduce an extra space or character. If you experience an Invalid Login status message for the Connect Token, make sure there are no spaces or extra characters when the Account Token is copied and pasted. It is recommended that you manually type the characters in the token. In a future release, logic will be added to remove any extra spaces before or after the string of characters in the Account Token.

Server Windows Event Logs

The Server Windows Event logs contain detailed information about issues with events related to the Connect Sync process, which can be used to troubleshoot and resolve errors.

  1. Open the Event Viewer window
  2. Navigate to menu > Windows Logs > Application
  3. The log files include the Event IDs for warnings, errors, and informational events described in the table below
    • Note: In Windows Logs, you can find ConnectSync listed in the Task Category column of the Windows Application log, as shown in the following image:

Connect Sync Task Category


The following table shows each of the possible Event IDs with the associated Event Type, Event Description, and Possible Resolution.

Event TypeEvent IDEvent DescriptionPossible Resolution
Warning5000The Account ID or Token was rejected as invalid by the ShoreTel Connect Portal.Incorrect Account ID or Account Token. Carefully re-enter these credentials. See the Copy-Paste Token Error section of this article for more information.
Error5001There was an problem connecting to the ShoreTel Connect Portal. Retrying in 5 minutes.ShoreTel Portal connection issue. The system will continue trying to initiate the Connect Sync process every five minutes. Wait to see if this automatically resolves the issue. If this error persists for more than approx. 30 minutes, see the Connect Sync Logs section of this article before contacting ShoreTel Support.
Information5002The Account ID and Token was validated by ShoreTel Connect PortalSuccessful validation of Account information!
Information5003PushAll succeeded.Successfully synced all valid user profiles in Director with the ShoreTel Portal!
Error5004Error in GetPartition HTTP ResponseError during the initial synchronization with the database in the ShoreTel Portal.

This can occur when system resources are temporarily down. The system will continue trying to initiate the Connect Sync process every five minutes. Wait to see if this automatically resolves the issue. If this error persists for more than approx. 30 minutes, see the Connect Sync Logs section of this article or contact ShoreTel Support.
Error5005Error in GetProfiles HTTP ResponseShoreTel Portal has returned an error when attempting to get stored user profiles in Director. Find the error details in the Details tab of the ConnectSyncEvents interface. If the details do not provide information to resolve this issue, see the Connect Sync Logs section of this article before contacting ShoreTel Support.
Error5006The following Profiles had errors while trying to sync with the ShoreTel Connect PortalThis is the most common sync issue. Find the error details in the Details tab of the ConnectSyncEvents interface. The two most common causes and solutions are listed below:
  • Duplicate email address - In Director, navigate to Administration > Users > Individual Users, and update the user profile associated with the error to have a valid, unique Email Address.
  • TN already in use - In some instances, a TN needs to be reassigned. See the Reassigning a TN section of this article for instructions.
Error5007The following Profile Batch had errors while trying to sync with the ShoreTel Connect PortalShoreTel Portal has returned errors on profile batches that were sent to Director. Find the error details in the Details tab of the ConnectSyncEvents interface. If the details do not provide information to resolve this issue, see the Connect Sync Logs section of this article before contacting ShoreTel Support.


If the instructions listed in the table above do not provide enough information to resolve the issue(s) with your Connect Services, see the Connect Sync Logs section of this article.

The following image shows an example of the information displayed in the General tab of the ConnectSync Events window for Event ID 5006:

ConnectSync Event 5006

The following image shows an example of the information displayed in the Details tab of the ConnectSync Events window for Event ID 5006:

ConnectSync Event 5006 Details

Connect Sync Logs

This section of the article includes the following topics:

Connect Sync logs are located on the HQ (Headquarters) server at: *C:\Shoreline Data\Logs (* a drive other than "C" may be in use)

  • The log file format is: ConnectSync-YYMMDD-xxxxxx.log

If you experience any issues with the syncing of Connect Services, find and open the most recent Connect Sync log file, review the contents to identify the possible reasons for the issue, and make notes of any specific TNs, email addresses, etc. that you find. The following image shows an example of accessing a ConnectSync log file:

Connect Sync Log

Connect Sync Errors that a System Administrator may be able to Resolve

The following table shows a list of the Connect Sync log errors that can be resolved by a system administrator along with an explanation and possible resolution 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 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 Director, navigate to Administration > Users > Individual 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. See the Reassigning a TN section of this article for instructions.
The requested TN is already in useThis error can be caused by one of the following: there is already a profile with the TN, the TN is already assigned to another account, or the TN is in a pool of reserved phone numbers.

To resolve this error, in Director, navigate to Administration > Users > Individual Users and select a different TN for the user associated with this error. In some instances, a TN needs to be reassigned. See the Reassigning a TN section of this article for instructions.

TN is required for Profile creation
Attempted to sync a profile with no TN field set.

To resolve this error, in Director, navigate to Administration > Users > Individual Users, and add a TN to the user associated with this error, then wait a minimum of 5 minutes for the ShoreTel Connect-Sync process to run again
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 below.
Profile (XXXX) not provisioned for Scribe.This means that ShoreTel Portal records show the user is not provisioned for Scribe, but 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 Portal, this enablement status is synced with Director every 8 hours, 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 Director:
  • Administration > Users > Personal Options > Escalation Profiles and Other Mailbox Options (the "Deliver Message as Email" setting must be set to "Attach Wav File")
  • Administration > Users > Individual Users (Email Address must be unique and valid)
Wait until the Connect Enablement status (updated every 8 hours) 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 the instructions above did 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.
Error retrieving Profile:{0} server-side error - requested profile doesn't seem to exist.Profile does not exist in the ShoreTel Portal, but does exist in Director.

Technically, this error should not occur, but if it does, access the Server Windows Event Logs, to identify the user profile, then disable the user's TN in Director, and wait a minimum of 5 minutes for the ShoreTel Connect-Sync process to run. If this does not resolve the error, contact ShoreTel Support to perform the following:
  • Restart the Connect Sync Service to sync data between Director and the ShoreTel Portal.
There is already an active Profile with this ForeignIdDirector is sending multiple user profiles with the same ForeignId.

Delete offending profiles in Director, recreate the profiles, then wait for the Connect Sync process to run, which occurs every five minutes. If this error persists for more than approx. 30 minutes, contact ShoreTel Support.
Premise Profile can only be created on the Premise cluster.This is an Account configuration issue that can occur when trying to sync users with a non-Connect account partition.

Technically, this error should not occur, but if it does, the system administrator in Director needs to verify that the correct Account ID and Token were entered in the Connect HYBRID Services screen in Director. See Copy-Paste Token Error for details. Otherwise, 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
Only Premise Profiles can be created at this pointNot relevant, attempted to create a non-Connect Profile.
Only Premise profiles can be removedAttempted to delete a non-Connect profile.
This profile cannot have Scribe provisionedThis is a ShoreTel Portal Issue.
This profile is not configured for Scribe
This is a ShoreTel Portal Issue.
Error retrieving ForeignId:{0} - There does not seem to be a record with a matching foreign id value.This is a ShoreTel Portal Issue.
The requested profile type is not a Premise typeError trying to query for a non-Connect user.
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 synched to the ShoreTel Portal, and then changed. The following properties cannot be changed on a synced profile: TN, ForeignId, ProfileType, PartitionId, AccountId.

Find the offending profile in Director and make a note of the user data associated with the error.
Any other error messages that indicate an internal technical problem (disk space, database connection, etc.).Make a note of the offending error message.

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 a TN for the ShoreTel Connect HYBRID user who no longer needs that phone number. To reassign a phone number, perform the following:

  1. In Director, navigate to Administration > Users > Individual Users
  2. Find the desired user who no longer needs the TN
  3. Remove the check mark next to "DID Range"
  4. Save the changes
  5. Wait a minimum of 5 minutes for the ShoreTel Connect-Sync process to run again.
  6. Log into the ShoreTel Portal
  7. Navigate to Phone System > Users, which opens the Users screen
  8. Search for the user who was edited in Director, and verify that the user is not listed in the Users screen

The TN is now available to be assigned to a different user.

Troubleshooting the 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, search the voicemail log for the email address of the user in question
  2. If the following message is found in the voicemail log, then VMAIL is aware that the Mailbox is enabled for Scribe "Mailbox is configured for Scribe, sending Scribe request"
  3. If the Scribe request failed, search for the following message: MS: Scribe failure, service returned
  4. 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
  5. In Director, if Administration > Users > Personal Options > Escalation Profiles and Other Mailbox Options > Deliver Message 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 Director

To ensure that the ShoreTel Connect HYBRID Scribe service has the required settings in Director, for each user, do the following:

  1. Navigate to Administration > Users > Personal Options > Escalation Profiles and Other Mailbox Options
  2. Specify a valid Email Address, and set Deliver Message as Email to "Attach Wav File" (not "Disabled").

Note: If Deliver Message as Email is set to "Disabled," the PBX will not send the voicemail audio file to the Scribe Server.

When a user is enabled for Scribe, the user's Escalation Profiles and Other Mailbox Options screen displays "This mailbox is enabled for Scribe" as shown in the following image:

User is Enabled for Scribe

Scribe Settings in the ShoreTel Portal

If the PBX (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 Portal:

  1. The Decision Maker (system administrator) logs into https://portal.shoretelsky.com with email address and user password
  2. Navigate to Phone System > Add-on Features
  3. In the Add-on Features screen 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. See the ShoreTel Connect HYBRID Scribe (for ST14.2) article for complete instructions for managing this service.
  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 into the ShoreTel 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

Additional Connect Services Information

The following sections provide additional information that can be helpful in identifying and resolving issues with Connect HYBRID Services:

Creating Event Filters in Director

In Director, system administrators can use the Event Filter to receive emails when a Connect Sync Event takes place. These emails can be useful in detecting and resolving processing errors. To setup an Event Filter, navigate to Maintenance > Event Filters > Add New, and select or enter the values listed next to each of the fields listed below:

The following image shows the Event Filter screen in Director:

Event Filters

Connect Sync User Profile Data

The following table shows the data fields imported for each user. Note that no initial services are created for imported users and there is no billing for the associated phone profiles. Decision Makers must continue to add, change, and remove user profile data in Director and then sync the data with the Connect database in the ShoreTel Portal.

User Profile FieldData ExampleData Description
ForeignId3ef4bc0e-0403-45cc-a52c-f752b372b2faUnique ID for each profile in Director and ShoreTel Portal
Extension200User extension on premise
* TN4081231234Unique 10-digit DID in the NPA-NXX-xxxx (NANP) number format.
* A valid non-international DID phone number is required for ShoreTel Connect services.
* Emailjohndoe@shoretel.comUser email address
* A valid, unique email address is required for ShoreTel Connect services.
FirstNamejohnUser first name
LastNamedoeUser last name
GroupNameStaffGroup the user belongs to on premise
ForeignUsernamejdoeUser login name
ForeignPassword123456User SIP password
SecondaryUsernamejohn_doe_200User Mobility login name

Connect Sync Times

The following table shows the default time values that are set in Director to control the default Connect Sync processing times.

Default Times for Connect Sync ProcessesDescription of Process
User Data Changes = Every 5 MinutesIf any user data was changed in Director, sync the changes with the ShoreTel Portal.
Enablement Status = Every 8 HoursWake up, do a GET of Connect enablement status and save to the Director database. If any user data was changed in Director, sync the changes with the ShoreTel Portal.
Enablement Status + Version = Every 24 HoursWake up, do a GET of enablement status and version. If any user data was changed in Director, or the version in Director does not match the version in the ShoreTel Portal, sync the changes with the ShoreTel Portal.

Related Topics

ShoreTel Connect HYBRID Provisioning Process (for ST 14.2)
ShoreTel Connect HYBRID Fax (for ST 14.2)
ShoreTel Connect HYBRID Scribe (for ST 14.2)
ShoreTel Connect HYBRID Authorized Contacts (for ST 14.2)
ShoreTel Support
ShoreTel Connect HYBRID Version 1.0 Release Notes
ShoreTel Connect HYBRID Enablement Guide


Article: 000004593