Incorrect Configuration: Unreachable CTI OS Server in Connection Profile

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Unreachable CTI OS Server in Connection Profile

Problem Summary The CTI OS Server will not allow any client to connect while it is still configuring.
Error Message None.
Possible Cause When a client attempts to login and chooses a connection profile from a list of available connection profiles on the login dialog, the client application receives the list of connection profiles from the configuration server. The connection profile provides the location of the CTI OS servers with which to connect. If this information is incorrect or if the specified servers are not reachable, the client application will not connect to a CTI OS machine. Since the client application gets all information about button enablement from the CTI OS server, this error will cause the client application's buttons to remain in the state they were in after the application connected to the configuration machine (that is, only the login button is enabled). Additionally, the status bar displays the last message received from the configuration server (that is, Configuring/Disconnected/Offline).
Recommended Action Since the client application randomly selects a configuration server each time the client application starts, symptoms of this problem may be sporadic if connection profile information is not consistent between configuration servers. Perform the following checks to determine where the problem lies:
  • The connection profile (step a) you are using when you login from the client application. The connection profile is specified in the login dialog box using the "Connect to" dropdown list.
  • On the client application machine, note the CTI OS Servers (step b) from which the application downloads its connection profile information (configuration machines). You can find this information in the CtiosA and CtiosB settings under the following registry key.
    HKEY_LOCAL_MACHINE\SOFTWARE\ Cisco Systems, Inc.\CTI Desktop\CTIOS
  • On each of the configuration machines determined in step b, check that you have properly configured the connection profile from step a. The connection profile information is located in the registry under the key
    HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\CTIOS_<InstanceName>\ ctios1\EnterpriseDesktopSettings\All Desktops\Login\ConnectionProfiles\Name\<Profile name from step a>
  • Check the following items:
    • The key shown above exists on both configuration machines.
    • The information contained within the key is identical on both configuration machines.
    • Check the values of CtiosA, CtiosB, PortA, and PortB. (For clarity, we will call these machines the "connect machines".) Are these CTI OS Server names (or addresses) and port numbers correct? If they are incorrect, enter the correct server names, restart the configuration machines, restart the client application, and try again.
  • If the names (or addresses) of the connect machines are correct, the problem may be caused by a loss of network connectivity or an inability to resolve the CTI OS Server name.
    • From the client application machine, open a console window and attempt to ping the connect machines. If the system is configured correctly, the ping succeeds for at least one of the connect machines listed in the registry.
    • If the ping succeeded then the problem may be that the CTI OS server is not running on either of the connect machines. Start the CTI OS server on those machines and restart the client application.
  • If the ping fails for both connect machines and the connect machine entries in the registry are not TCP addresses, the problem may be an inability to resolve the connect machine name into an IP address.
    • Try to ping the IP addresses corresponding to the connect machine names configured in the registry.
    • If the ping succeeds, your DNS server may be down or the "hosts" file on the client machine may map the hostname to an incorrect address. Replace the connect machine names in the registry with the associated IP addresses, restart the download machines, and restart the client application.
  • If pinging the IP address fails, then either the IP address is incorrect or the network connection between the client application and connected machine is down. Your TCP/IP network administrator should be able to help resolve this issue.
Release Release 7.5(x)
Associated CDETS # None.

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