Desktop: Agent sign in fails after installation
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*Verify that the username and password is correct. | *Verify that the username and password is correct. | ||
- | *Verify that a valid domain was configured during installation and that forward and reverse DNS are set up correctly. | + | *Verify that a valid domain was configured during installation and that forward and reverse DNS are set up correctly. To check if DNS was configured during installation, check the install.log for the following:<br><br>InstallWizard|USER_ACTION_BTN_PUSH: Screen = DNS Client Configuration, button pushed = No|<LVL::Info<br><br>The preceding message indicates that DNS was not configured during the installation. If this is the case, reinstall Finesse and configure the DNS with a valid domain. For information about collecting Finesse logs, see the section "Commands Supported for Cisco Finesse" in the <br>[http://www.cisco.com/en/US/products/ps11324/products_user_guide_list.html User Guide for the Cisco Finesse Administration and Serviceability Consoles].<br> |
- | *Verify that the agent has been configured in Unified CCE. | + | *Verify that the agent has been configured in Unified CCE. |
- | *Verify that AWDB is configured | + | *Verify that the AWDB is configured correctly: |
+ | **Check the realm.log for the following line:<br>"ERROR com.cisco.ccbu.finesse.realms.ccerealm.CCERealmConfig - Cannot connect to any AWDB! Ensure that at least one AWDB is configured properly and running!" <br>This line indicates that Finesse cannot connect to the AWDB. | ||
+ | **Check that the values entered in the Contact Center Enterprise Administration & Data Server Settings gadget are correct. | ||
+ | ***Verify that the username entered is a Windows domain user. | ||
+ | ***Verify that the username is not prepended with the domain (for example: domain\username). | ||
+ | **Check that the AWDB is set up correctly and is running: | ||
+ | ***The AWDB SQL server must use Windows authentication. | ||
+ | ***Verify that the AWDB machine is up and that the Distributor service is running. | ||
+ | ***Verify that the port configured in the Contact Center Enterprise Administration & Data Server gadget is open to the Finesse server. | ||
*Restart Cisco Tomcat on the primary and secondary Finesse servers. | *Restart Cisco Tomcat on the primary and secondary Finesse servers. | ||
*Verify that the agent's device is properly configured in Unified CM and is active. | *Verify that the agent's device is properly configured in Unified CM and is active. | ||
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! '''Release''' | ! '''Release''' | ||
- | | Release 8.5(3) | + | | Release 8.5(3), Release 9.0(1) |
|- | |- | ||
! '''Associated CDETS #''' | ! '''Associated CDETS #''' | ||
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<br> | <br> | ||
- | [[Category:Cisco_Finesse,_Release_8.5]] | + | [[Category:Cisco_Finesse,_Release_8.5]] [[Category:Cisco_Finesse,_Release_9.0]] |
Revision as of 12:29, 14 September 2012
Desktop: Agent sign in fails after installation
Problem Summary | After a fresh installation of Finesse, agents cannot sign in to the desktop. |
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Error Message | Invalid username or password. Please try again. |
Possible Cause |
Common issues include
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Recommended Action |
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Release | Release 8.5(3), Release 9.0(1) |
Associated CDETS # | None. |