InfinityOne - Troubleshooting Guide

Table of Contents

1. Installation and Configuration Checklist

Make sure you have followed all the steps listed under InfinityOne - Installation & Configuration Checklist.

Below is a high level summary of the checklist:


  • Install SSL Certificate or configure SSL Certificate Bypass
  • Ensure hostname on UCX, InfinityOne and SSL Certificate matches
  • Configure your network ROUTER to allow access to InfinityOne

UCX Configuration

  • Enable ICE and DTLS Certificate
  • Define TCP Port if activating UCX Firewall
  • Configuration of parameters under Nortel Settings (Public IP, First Key Position, Hotdesking, Set Based Configuration)


  • Install infinity_one package
  • Run installation wizard
  • First time login


  • Enable Softphone
  • ​Enable Phone Presence and Click to Call
  • Emergency routing
  • Backup administrator account
  • Message Replacement Patterns
  • Wiki Pages

2. Softphone Test Plan

2.1 Testing the Softphone on Desktop Client

By testing the desktop user interface you eliminate any issues with unexpected browser configurations, extensions, or updates the may impact voice connections. For this reason E-MetroTel strongly recommends that you begin your deployment testing by installing and using the Desktop client .

  1. Follow instructions from InfinityOne - Desktop Installation and Setup to install the InfinityOne Desktop application on a Windows/Mac/Linux desktop or laptop.
  2. Sign-in as Administrator and open the softphone.
  3. Verify that the softphone initializes and displays line assignment buttons and expected display, or indicates that the Phone is not registered. If it does not, proceed to Troubleshooting.
  4. If the phone is not registered, follow instructions from InfinityOne - Quick Start Guide to register the phone.
  5. Set your audio devices to ensure that pressing a LINE key on the softphone produces an audible dial tone. If it does not, proceed to Troubleshooting.
  6. Dial the number *43 (Echo Test) using the softphone and verify that two way speech path is working as expected. If it does not, proceed to Troubleshooting.
  7. If all the above steps pass, then proceed to the next test.

2.2 Testing the Softphone on Mobile Device

  1. Follow instructions from InfinityOne - Mobile Installation and Setup to install the InfinityOne Mobile application on a mobile device.
  2. If SSL is installed, enter the InfinityOne Server using the hostname associated with the SSL: https://<ssl-url>:21326 (if you are not using the default port number 21326, then use your own defined port number).
  3. If SSL is not installed, enter the InfinityOne Server using the IP Address: http://<server IP address>:21326 (if you are not using the default port number 21326, then use your own defined port number).
  4. If you cannot access the Server, proceed to Troubleshooting.
  5. Follow instructions from InfinityOne - Mobile Installation and Setup to enable and register the softphone.
  6. Press a LINE key on the softphone to produce an audible dial tone. If it does not, proceed to Troubleshooting.
  7. Dial the number *43 (Echo Test) using the softphone and verify that two way speech path is working as expected. If it does not, proceed to Troubleshooting.

3. Troubleshooting

3.1 Server Connection Issues

No communication with the Server from Mobile client

IoneiOS_SigninMissingSSL_0.png   iOneCantReachDesktop.png   iOneCantReach_0.png
Typical Causes:
  • InfintyOne TCP Port (default 21326) not forwarded on network router
  • SSL Certificate not installed, or Allow Invalid Self-Signed Certificates not set to True (temporarily)
Steps to resolve:

Android SSL Certificate Issue



Typical Cause:

  • Some commercial SSL providers fail to include a complete certificate chain in the SSL certificate bundle. This can cause Android devices to reject the certificate due to not finding the appropriate Trust Anchor information.

Steps to Resolve:

  • Check the SSL accuracy using "SSL Checkers" provided by many commercial SSL providers to identify the missing components.
  • It will be necessary to work directly with your SSL provider to ensure the SSL certificate has all necessary information included in it.
  • Once the information is included in the SSL file, it can be reloaded into the UCX using the standard installation procedure.

Softphone cannot connect to Server

iOneServerUnreachable.png   iOneServerConnectingS1.png

Typical cause:
  • InfinityOne TCP port (default 21326) not forwarded on customer network router
Steps to resolve:

Other causes:

  • If the softphone was working and then suddenly stopped working, try the following steps to resolve.

Steps to resolve:

  • From the mobile phone, go to Settings -> Apps -> Manage Apps (different devices may have a slightly different path)
  • Select the InfinityOne App and proceed to clear all data storage.


  • Now try connecting and logging in to InfinityOne app again.
  • When prompted to Migrate Extension, select Add My Device.
  • If the above steps did not resolve the problem, login as administrator to InfinityOne from browser or desktop, then proceed to RESTART THE INFINITYONE SERVICE.

No Phone Icon on Mobile Client


Typical cause:

  • Softphone not enabled for specific user

Steps to resolve:

The Mobile Device Screen is Blank

Typical cause:
  • The configuration changes were made while the mobile application was open.

Steps to resolve:

  • Exit the mobile application completely and restart it.

3.2 Audio Path Issues

Echo Test fails within the customer LAN

Typical causes:

  • The DTLS Certificate is not installed on the UCX.
  • The Audio Device settings for your Browser/Desktop Interface need adjusting (see Audio Device Issues below).

Steps to resolve:

Echo Test fails outside the customer LAN

Typical causes:

  • Settings for ICE Support are not complete on the UCX.
  • There is not valid Stun server entry in InfinityOne Administration-->WebRTC.
  • The RTP ports for voice communication have not been forwarded at your network router.

Steps to resolve:

3.3 Audio Device Issues on Browser/Desktop Interface

Microphone Access

Note that when you first connect to InfinityOne using a web browser you will be prompted to allow the InfinityOne server to access your microphone. If you intend to use the InfinityOne client as a softphone you MUST allow this access. If you have disabled the access, then you must access the browser settings and enable the microphone for the InfinityOne website.

To access the settings in Chrome

  1. Click on the Padlock icon in the URL Address bar.
  2. Choose Site Settings.
  3. Make sure that the Microphone setting is set to Allow. 

iOneAccessBrowserMicAllow2.png iOneAccessBrowserMicAllow3.png

When you are done you may close the tab and return to the InfinityOne tab.

If you still do not have response from your devices in the, you may need to change the settings within your operating system. 
In Windows operating system, this would be done in the Microphone Privacy settings in your system Control Panel.

Selecting your Audio Devices

There are two buttons that are used to control the audio path, the Handsfree  and the Headset  buttons.

When answering a call with one of the button, the audio path is directed to the devices set up in the InfinityOne client audio Device Settings, which is accessed through the microphone icon on the right icon menu.

The Handsfree button places the softphone in handsfree mode, using the Input and Output devices identified for Audio Handsfree. 
Likewise, the Headset button will answer the call with the Input and Output devices selected int he Audio Headset section.

To configure your audio devices:

  1. Click the Microphone iconon the right icon menu to access the Device Settings.
  2. Click on each of the four boxes and select the desired device:
    • Audio Handsfree Input Device
    • Audio Handsfree Output Device
    • Audio Headset Input Device
    • Audio Headset Output Device

If a device is plugged in after the InfinityOne interface is opened, it may be necessary to close the Browser or Desktop interface and open it again before it is listed.


3.4 Audio Device Issues on Mobile Interface

One-way Speech path on Mobile devices

If a user is able to make and recieve calls and hear the far end party but is not able to send audio to the far-end party (i.e. they cannot hear the user), check the device permissions settings and ensure that the InfinityOne app has been granted access to use the microphone.

IOS Device
  1. On the user's device, open Settings --> Privacy --> Microphone
  2. Find the entry for the InfinityOne app and ensure that it is set to ON (green)
Android Device
  1. On the user's device, open Settings --> Privacy --Permissions Manager --> Microphone
  2. Find and select the entry for the InfinityOne app and ensure that it is set to Allow

3.5 App Notification Issues

Note that mobile devices use Push Notification technology to allow the InfinityOne server to send information such as ringing notifications, new mentions, etc. to the client device when the app is not active. The push servers used by InfinityOne are located in Canada. Therefore, for non-Canadian based customers, their firewall must not use geo-fencing technology to block the address based on its location being outside of the country. If such an entry exists in the firewall an exception must be provided to allow data to/from our push server address:

Also note that push notification functionality on both iOS and Android InfinintyOne applications makes use of third party servers from Apple and Google respectively. As such, InfinityOne push notifications are delivered on a best-effort basis.

3.6 Video Connection Issues

Remote User connected with no incoming or outgoing audio/video

When a remote user is able to connect to the E-MetroTel conference bridge but no other participants are able to hear or see the audio/video from that user and that remote user does not hear or see audio/video from any other particpant, it is likely that the remote user is connecting from behind a firewall that has blocked outbound connections via UDP port 10000. The client must be able to connect out to the E-MetroTel video server ( via this port.

3.7 E-mail Notification Issues

One or more users not receiving InfinityOne emails from the configured InfinityOne account(s)

When one or more users report that they are not receiving email notifications from the InfinityOne, it may be that the emails are being blocked by their email client's spam filters. Using the UCX System Log Files page, select Maillog and verify that emails have been successfully sent to the user email address(es) reporting the issue. If the messages have been reported as sent, then have the users check their spam filters and configure their  account to no longer block the emails from the account you have configured in the InfinityOne settings. 

No users are receiving emails from the configured InfinityOne accounts

If all users are reporting that no emails are received, go to the UCX System Log Files page, select Maillog and check to make sure that the email messages are being sent. If the messages timeout, then your ISP may be blocking the email transmissions on TCP port 25 or some other Remote SMTP configuration issue. Configure the UCX Remote SMTP settings to use a different port.

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admin guide
common issues