Cant login to IP Office

[JM Voice Data]

One of my customers reported to me that they are unable to log in to their Avaya IP office.
I was recently there and installed the Manager program on a new PC and was able to log in at that time, about 2 months ago.
When she tried to login last week, the customer name doesn't show up, and when you select Open configuration from system, the next screen shows
"offline configuration creation" rather giving you the ability to connect to the customer by checking the box, etc.
I don't believe that there have been any changes to the network.
I am planning to go there tomorrow. any ideas what the problem may be?

 

[ipohead]

Can you access via web manager?

 

[Hawkstrike1]

the LAN may be on a different subnet than Manager. Another way to connect is by the WAN port (IP Address 192.168.43.1) directly.

 

[TheMitelGuy]

1) First question would be - can you or them ping the IPO from the PC?

2) I recommend for testing that customers TEMPORARILY disable their PC's Window firewall and virus protection. AVAST has good anti-virus software (open source) and they have a neat feature I use pretty frequently (as well as our customers) for this exact type of issue. Beside the Windows clock (bottom right-hand-corner0, there is an ICON for the antivirus (AVAST in our case) and there is options when you click on the ICON, "Disable for 5, Disable for 10, Disable for an Hour, Disable for 24 Hours." I usually select the hour option and it automatically turns itself back on. I find it's usually the firewall and/or anti virus that causes these types of issues - especially the way you tell your story. The story I get often is, "it worked right after I installed it, but hasn't worked since". That's a great example of this type of issue. When they disable that anti virus even for 5-minutes, they can connect to their IPO/phone system.

#2 should not be a solution, but a tool in the tool box. If you find #2 clears things up, then I would put in the appropriate rules/policies in the PC's anti virus or firewall as the actual solution. Turning off a firewall or anti virus as a permanent solution is not a solution (as most would know).

Just a suggestion. Take it for what its worth. Good luck though, I'm sure you will source the issue.