52 Chapter 4 Troubleshooting
Troubleshooting log on problems
Invalid credentials
The subscriber sees messages such as “Invalid credentials. Please retry” or “The server could not be located. Please Retry.”
1On the subscriber’s computer, check that Desktop Messaging is configured with the proper settings. Verify that the following information is correct:
•mailbox number
•fully qualified domain name (FQDN) or IP address of CallPilot 100/150
•the SMTP/VPIM prefix, if any, of CallPilot 100/150
2Check that you can log on from the telephone using the same mailbox number and password.
3Test that you have network connectivity to CallPilot 100/150
Issue a network command to CallPilot 100/150 exactly as it appears in your Desktop Messaging configuration. Try to ping using the DOS prompt, and ensure that you receive a valid response from CallPilot 100/150. If you do not have network connectivity to CallPilot 100/150, you are not able to access Desktop Messaging.
These steps are applicable only in a DNS enabled environment:
4Ensure that DNS is configured on this computer. Under TCP/IP properties, click the DNS tab. Ensure that a DNS server is listed. Verify that it is the correct IP address for the DNS server.
5Check with the DNS administrator whether the server name is in the DNS server. Verify that the correct hostname is configured in the DNS server.
6Check that the CallPilot FQDN is properly configured in the DNS server.
CallPilot Logon Failure
The subscriber sees a message that their computer is not connected to the network.
Tell the subscriber to contact their network administrator.
N0008714 02
