Embedded VM, Embedded UM (VM to email) is not working to all users

[TrentGreenawalt]

Hello, thank you in advance for your help.

We have a 3300 with embedded VM, and for some reason after an email domain and name change, one of users VM to Email functionality isn't working. I am talking about the Embedded UM, not the forward to email feature. One where you basically manage your VM with your inbox (outlook in this case).

Anyways, this has been working for him for 5 + years and now it just stopped. I have tried multiple versions of his email name, log in name, and with/without the @emaildomain.com, and nothing works. If I put the wrong pw in, I get an error in my email server. However if I put the right one in, then I get nothing, no error, no VM to email.

Thoughts?

I have at least 10 users where this is still working fine right now, just not this one account. I have even went as far as deleting his VM box and adding it back with new credentials and that isn't working. Is there any way to troubleshoot what the error is in the 3300? The email server is allowing it, since there is no error, however the 3300 seems to be stopping it.

This isn't the IMAP master user situation that others have talked about. It may in fact be using IMAP to do this, but I have each users PW and Username physically entered in on the form. Mine has worked since day one with no issues.

Thanks,
Trent Greenawalt


Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[kwbMitel]

When something like this happens with Nupoint it is usually due to the fact that the user has an alias

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrentGreenawalt]

All users have aliases unfortunately. Should I try different aliases? Our email names went from First name last initial, to First initial, last name. We also went from domain1.com to domain2.com after it, so every user is grandfathered in with a domain alias (firstname, last initial @Domain1.com and firstname, last initial@domain2.com). Their new email address is First initial, lastname @domain2.com) so all of us have at least 2 and some cases 3 aliases.

Where can I see if this is the issue? Thanks for the help.
Trent

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[kwbMitel]

The troubleshooting on the embedded is very limited.

When/if it fails you will get a VPIM log in the maintenance logs. Just confirms it is failing for the most part.

Was there any setup in the VM networking form that you should have tweaked but didn't?

**********************************************
What's most important is that you realise ... There is no spoon.

 

[TrentGreenawalt]

I just double checked those settings, since all the other mailboxes are working those are fine.

I played around and I can get VM to forward to email, but that isn't a solution, simply a work around.

I see this error in the logs:
Log Number 4711
Severity Warning
Date 2016/Mar/23
Time 18:47:43
Source NETWORK MAILBOX CAVH
Description updateTuple()->Error updating simple tuple NVM (Master)
File Name and Line Number ESM_CAVH_Network_Mailbox.cpp;2381

Any clue?

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)

 

[TrentGreenawalt]

I turned on forward only for VM until I can figure this out. Any chance someone can direct me to the logs that I am supposed to be looking at? I have dug around everywhere in maintenance, and I'm not seeing anywhere that this error would be. It is just really odd that the 20+ other users work fine, but this one doesn't.

Best Regards,

Trent Greenawalt
IT Manager
Milwaukee, WI

Phone Hardware:
Release Level: 6.0
Active Software Load: 12.0.049
Platform CX-II, 512mb of RAM
Mitel 3300 (2 Controllers, 2 locations)
5340, 5330, 5320 Phones
(SIP Service via AT&T IP FLEX - 30 Trunks Total)