Phone Manager Pro - Users logged in as Lite 1

[redphone]

I have a customer that has Phone Manager Pro licenses for 30 users. There are about 10-15 users that use it every day. The system was installed for about a week, and then one morning I get a call that there are 3 people logged in as Lite. I rebooted the system and they were all Pro again.

Now a week later, and I get another call that only 3 people are Pro and the rest are Lite!

The system is a 406v2 3.2.57.

I had another site do this about 6 months ago after we upgraded them to 3.2.55. They only have 3 users that use Pro, and they just reboot the system themselves when it happens.

Is this a known bug with 3.2? Should I upgrade them to 4.0.14? Has anyone experienced this with 4.0?

Thoughts?

 

[PlatinumGuy]

There is no need to upgrade to v4.

Run a PM debug and wait for it to go to lite.

Click on Start > Programs > IP Office
Highlight Phone Manager, then Right Click and select Properties.
On the Short cut tab there is a Field titled Target.
Place the cursor at the end of the row after the quote, press the spacebar once and type
–debug
Press OK and restart Phone Manager.
Once it has been restarted there will now be a new ‘File’ button. Click this and select
Debug. This launches the Debug Window, which also logs to a file named PMTrace.
This file is limited in size and will overwrite itself. It is located in:
C:\Documents and Settings\(User Name)\MyDocuments\Avaya\IP400\PhoneManager

ACA - IP Office Implement
ACS - IP Office Implement
ACE - IP Office Implement
ACI - IP Office Implement

 

[redphone]

I ran -debug and it is telling me that it is grabing the right information when it goes lite.

I manually pulled the licence_list file using tftp and it is showing that there are no licenses available.

Here is the licence_list of a login that works:
22,1,0,30,25

Here is the licence_list of a login that doesn't work:
22,0,4,30,0


They have 30 PMPro licenses and about 5 people that login.

I have Avaya Tier IV looking at it now, and they are stumped. But I know this has been seen before, because I had a customer that has had this happen before.... Strange.

 

[ronromano]

what kind of feature key are you using?

 

[redphone]

USB Key on the VMPro.

 

[ronromano]

Yeah, I've seen these cause licence problems. If you spot check the config, are all the licences valid?

 

[redphone]

Yes, they are all valid. I checked it right before and after pulling the licence_list.

 

[aarenot]

uninstall the Manager software.
Re-install the manager software.

Be sure to uninstall the feature key server during the uninstall, and to install it again in the re-install.

When installing turn off any AV software you have on the machine, as well as during transferring the software to the machine if you move the exe file to the machine prior to installing it.

 

[redphone]

Well, I have appeared to be able to reproduce this in our lab...

When a laptop goes into hibernation it doesn't release the license. Then when the laptop is recovered from hibernation a new license is assigned to it. Thus one user is using two licenses. Each time the laptop hibernates and recovers another license is accumulated. Once the laptop logs off of Phone Manager correctly all of the used licenses are freed up.

I explained this to the customer and asked them to have all of the laptop users log off of their Phone Manager. They went from 0 of 30 available license with 9 people logged in, to 25 of 30 available with 5 people logged in. 4 people were tying up 25 licenses!

 

[aarenot]

Sounds like Avaya needs to not allow phone manager to wake up from hybernation, but force its own log off when waking from hybernation.