VMPro deleting new messages

[haironfire]

406v2, 4.2.4 - VMPro(intuity)4.2.24. Up-graded few weeks ago using correct procedure. Have had no problems.
All of a sudden, new messages are being deleted. Users see Message Light on. After a couple of hours the light goes off and messages are gone. Happens to all users except 1 group mailbox. Have checked VM accounts, I see message - later gone.
Once again I am at a loss- any ideas?

 

[gknight1]

in preferences, there is a housekeeping tab, may be the new messages are set to be deleted???

 

[haironfire]

Thanks, but I checked that already. Set to 0.

 

[cocola123]

haironfire,

I too am having a similar issue. In my case, I have only a few mailboxes that lose their messages EVERY night. I have tried a few things that have not worked, so I thought I would contribute to this thread in hopes that we both get answers soon.

I have removed the actual VM/Accounts folder for the user in question, and then restarted the VM Pro service so that the box is automatically rebuilt. No luck.

I too have checked the housekeeping settings and mine are 0.

I have ran both Monitor (with Call/voicemail tagging) and the VM Pro debugger to attempt to find when and why the messages disappear. I cannot find anything unusual. I do see housekeeping run, but there is no indication of what it's results are.

I am ready to de-install and re-install VM Pro. At the same time, I am planning to change the user's name and extension number, reboot IP Office and restart VM Pro service, add a new user back for the same person, but with a modified spelling of his name so that EVERTHING I can think of is replaced, send that again as an immediate, and then again restart VM Pro. This is going to take a bit and be service effecting, so I am scheduling it. I will update this thread about results.

Any other ideas or actions that you have taken that also didn't work?

Thanks,

cocola123

 

[haironfire]

cocola123,
I've just started- thanks for all the info- saved me a lot of time and energy. If I find out anything else, I'll let you know. Hopefully someone else has already found the answer and will share with us.
haironfire

 

[cocola123]

haironfire,

By the way, mine is a 412 at 4.2(49501) and VM Pro at 4.2(19). I am going to look further at what upgrade is available. I very well might include an upgrade of one or both as I take the steps I discussed above. I do not know specifically why the patch release 4.2(49501) was applied to this system. Thanks for the reply. We will get this one.

No worries,

cocola123

 

[TomMills]

haironfire, is it happening to all users?

cocola123, is there a theme running between the users that are losing messages and those that arent?

 

[sizbut]

In the Voicemail Pro client it list when the mailbox was last accessed. Also what methods are the users using to access the mailbox: phone, voicemail email, IMAP, UMS. File in the folder may relate to messages that have actually already been marked as deleted, they just don't get physically removed until the server does its housekeeping.

 

[haironfire]

Tom, happens to all users except one group box.
sizbut, only use phone.
I am currently running debug.

 

[TomMills]

does it happen all at once?

as in does everyones voicemails get deleted at exactly the same time?

 

[cocola123]

All,

I am rather certain that I found the cause of my trouble! This is a new customer for us, and I was unaware that there was another IP Office system connected via Small Community Networking. They have duplicate User Names in both systems. Apparently, housekeeping resolves the primary system user list first, but then when it resolves the other instance of those users that have no messages, it updates the one VM Accounts folder of that name to have no messages. Since the system was doing exactly what it should, all my looking through Monitor Traps and Debug Traces was useless. I found nothing unusual because nothing unusual was happening.

I am working with the customer to remove the duplicates today. I will then leave a message for the troubled users and will hopefully see that they stay past housekeeping, and will close my ticket and put this to bed. I will update this thread once I have final results.

Thank you for your help. I hope that my findings lead you to a conclusion haironfire.

Good Luck,

cocola123

 

[haironfire]

cocola123, glad you found your problem-congratulations! not the case here, we have no duplicate names.
Tom, appears to be everyone during same time-frame. There is one group box that seems to maintain messages, but I need to be sure they are not old saved messages.

 

[Escorthosis]

@cocola123:

As of 4.2 software those errors are reported by the SSA application as 'configuration alarms'.
When you go to resources\directory the 'conflict' button can locate the duplicate usernames or numbers within the SCN.
(This is the first time that you can actually see what names/numbers the IPOffice that SSA connects to has learned from other SCN sites. GREAT new feature of SSA in 4.2)

 

[TomMills]

escorthosis,

bit off topic but do you know how this works?

i have just logged into my 500 and can see the details for the other systems in the scn. but the conflicts button is greyed out?

any ideas?

 

[TomMills]

dont worry figured it out.

some GENIUS had added a 403 on 2.1 to the scn to test 2030 handsets.

TAXI........

 

[cocola123]

Thanks all,

That SSA conflict check sounds cool. I will look at it.

I wanted to update everyone that my issue was corrected by removing the name conflict across SCN. No messages lost last night.

Thanks again!

- cocola123

 

[Escorthosis]

@Tom Mills

The 'conflicts' button will only work if there are really conflicts. But as for your post I assume that you built in a conflict on purpose that wasn't detected?

 

[TomMills]

yeah duplicated a couple of users.

i think it was down to the 403? SCN operating with features of lowest software level?

removed 403 and rebooted them all and now they work

 

[tlpeter]

SSA will not detect any duplications on a system that is lower then 4.x !!!


ACA - Implement IP Office
ACS - Implement IP Office
ACA - Implement IP Telephony
ACA - Voice Services Management
______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!