1. Login Issues
Incorrectly configured Hostname or Port
The following error is shown when connecting to the Infnity Web Client.
“You are attempting to connect to https://<hostname or IP>:21326.
Please ensure that the service is running and Site URL Host Name and Site URL Port Number are configured correctly in Administration -> General -> Network settings!”
Solution
- Login to Infinity Web Client from the local network.
- Navigate to Administration -> General settings page.
- Expand the Network section.
- Make sure the Site URL Host Name is the same as the UCX host name.
- Verify the Site URL Port Number.
Cannot login using Local IP address
Solution on Windows
- Run Notepad as administrator.
- From Notepad, edit the file “C:\Windows\System32\drivers\etc\hosts“
- Add this line to the hosts file and save:
<local IP address> <hostname>
(e.g. 192.168.7.2 test.emetrotel.net)
Solution on Mac or Linux:
- Modify the file “\etc\hosts”
- Add this line to the hosts file and save:
<local IP address> <hostname>
(e.g. 192.168.7.2 test.emetrotel.net)
Solution System Wide
Apply the right policy system wide by the Windows administrator.
OR
Add an entry to the internal DNS server to make the same change system wide:
<local IP address> <hostname>
(e.g. 192.168.7.2 test.emetrotel.net)
Cannot login from Mobile client
Solution
- Verify the SSL Certificate installed matches the UCX hostname and the InfinityOne hostname
- Verify the InfinityOne TCP Port (default 21326) is port forwarded on the network router (see Configure Port Forwarding for Remote Access)
2. Audio Path Issues using Softphone
Echo Test fails within the customer LAN
Solution
- Go back to InfinityOne 6.0 – Quick Start Guide and verify the DTLS Certificate is installed.
- Check the correct audio device is selected and has been granted permission.
Echo Test fails outside the customer LAN
Solution
- Go back to InfinityOne 6.0 – Quick Start Guide, verify ICE Support, STUN Server are configured correctly and the DTLS Certificate is installed.
- The RTP ports for voice communication have not been forwarded at your network router (see Configure Port Forwarding for Remote Access).
3. Email Issues
User not receive email from InfinityOne
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 message is blocked or bounced, check from the log entry why it is being blocked.
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.
