Troubleshooting Tips
Error messages that you may see on your phone
Error messages that you may see on your PC Client or Web Client
Voicemail related errors
Activation Key
Press the "Expand" button on your Avaya IP phone. This light blue button may also look like a globe, or a PC monitor with an arrow pointing to it depending on the model of phone you have. Hit "OK" to the prompt of using the alternate server. If the error message does not clear, power cycle your phone. If the error message continues, contact OneConnect Support.
Top
Connecting to S1 or S2
Your phone is trying to reach the OneConnect signaling server with no response. Power cycle the phone to reset. Check with your IT staff to make sure there are no connectivity issues. If the error message does not clear, contact OneConnect Support.
Top
Forbidden
Contact OneConnect Support.
Top
Server Unreachable
Your phone is trying to reach the OneConnect signaling server with no response. Power cycle the phone to reset. Check with your IT staff to make sure there are no connectivity issues. If the error message does not clear, contact OneConnect Support.
Top
Starting DHCP
Your phone is trying to get an IP address from your server but is not receiving a response. Power cycle the phone and if this does not clear the error message, contact your IT department.
Top
Proxy not responding
In the PC Client under Preferences/Network/Edit, ensure the Active Proxy is listed as "proxy.oneconnect.ca".
Ensure Windows Firewall is turned OFF and that any other security software on your PC has been disabled. If the error persists, please contact your IT staff or OneConnect Support.
Top
Unable to retrieve service package
If only one user is experiencing this error message, there may be a firewall restriction on that PC. Ensure Windows Firewall is turned OFF and that any other security software on your PC has been disabled. If the error persists, please contact your IT staff or OneConnect Support.
Top
Unknown, Forbidden
The username, domain name or password may not have been entered correctly. Recheck spelling of the user and domain name. Ensure there are no extra spaces or characters in the fields.
Top
Unknown User
The phone number or SIP address you are attempting to call is invalid. It's also possible that the number you are trying to reach may be a new NPA NXX. Contact OneConnect Support to report that this number is unreachable.
Top
Unsupported User
The username is being entered incorrectly. Recheck spelling of the user and domain names.
Top
User Busy
The number you are calling may be in use with no Call Waiting service or there may be a firewall restricting your access. Ensure Windows Firewall is turned OFF and that any other security software on your PC has been disabled. If the problem persists, contact OneConnect Support.
Top
"Your mailbox is not accessible. Please contact your system administrator."
Your mailbox has been locked due to 3 unsuccessful attempts to access it. Depending on your service package, you may be able to reset the voicemail PIN yourself via the Personal Agent/Preferences/Services/Unified Communications/PIN. If you are not able to change the PIN on your own, please contact OneConnect Support to have it reset.
*Also note that the voicemail PIN automatically expires every 180 days and will need to be changed.
Top
"The mailbox you are calling cannot accept messages."
The voicemail box is full and cannot accept messages until some have been deleted.
Top
Voicemails are not being delivered by e-mail
Check to ensure that your spam filter is not delivering the e-mails to your junkmail folder. Have your IT staff whitelist the OneConnect domain so that any e-mails sent from OneConnect are delivered.
Top
Voicemails are not being deleted or marked in the network mailbox when delivered via e-mail
When marking or deleting a message through e-mail, ensure that you download the graphics in the e-mail (click link at the top of the e-mail). This is the trigger that will change the message status in the network mailbox.
Top
