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Avaya Communicator -- Incorrect Extension or Password

Avaya Communicator -- Incorrect Extension or Password

Avaya Communicator -- Incorrect Extension or Password

(OP)
I'm have the same issue I've seen crop up from time to time, but none of the solutions seemed to help
Avaya IP Office version 11.0.4.5
Avaya Communicator version 2.1.4.0

Attempting to login with the extension number and password for the extension. Confirmed that that information is correct.
SIP Trunks enabled
SIP Registrar is enabled
SIP Remote Extension is enabled

Communicator is communicating with the server, but comes back with the error: Incorrect Extension or Password

I've attempted creating a dedicated SIP extension just for the Communicator but it comes back with the same error.

I'd appreciate any advice.

RE: Avaya Communicator -- Incorrect Extension or Password

You need the user password. Not extension password.

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
It has always been the extension and the extension password. (see also thread940-1802653: Communicator )

But just to put any question to rest, I tried with the user name and user password and it still has the same error.

Any other suggestions are appreciated.

RE: Avaya Communicator -- Incorrect Extension or Password

It uses the password from the main user page not he telephony page or ext password just as Okkie26 said.
Mike

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
Again, I tried the user name and password form the user page, and it gave me the same error - even though the user is a poweruser and should be able to use the extension password.

RE: Avaya Communicator -- Incorrect Extension or Password

What licence are you using...should be a power user to work

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
Essential Edition - the user is a power user.

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
I've tried:
  1. The extension as the username and the extension password;
  2. The user name and the user name password;
  3. The extension as the username and the user password;
  4. The user name and the extension password;
All the above still result in the same error - incorrect extension or password.

In the past, I have had the Communicator working with the same extension that I also have Avaya 9608 assigned to. Yes, it has ALWAYS been the extension number and the extension password.
As a troubleshooting measure I tried creating a new dedicated SIP extension (and a user for such extension) and it still does not work - same incorrect extension or username error.

Any other ideas?

I did recently replace the UC module, maybe there is some switch that needs to be turned on there that I'm not aware of?

Obviously Avaya is of no help.

RE: Avaya Communicator -- Incorrect Extension or Password

Sometimes the profile can get corrupted so deleting these two folders can help.

C:\Users\user.name\AppData\Local\Avaya\AvayaCommunicator.exe_Url_ (followed by a bunch of letters/numbers)
C:\Users\user.name\AppData\Roaming\Avaya\Avaya Communicator

And the other guys are right. For Communicator you just need the users ext number and their password. You don't need an "Extension" entry for Communicator as the IPO will set this up for you as you log in and remove it when you log out.

And if you've just recently changed you UC Module, log into OneX Portal Admin and make sure everything is up and green on there as well.

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
IPOLackey - it was a good suggestion, but it didn't help.

I checked the UC Module - everything is green. The database checksum is still corrupt even though service pack 4 was supposed to correct that issue, but in the past that hasn't stopped Communicator (and does not affect the phone login so is likely not the culprit).

RE: Avaya Communicator -- Incorrect Extension or Password

Does this work onsite and not remote?
Do you have users that are able to use Communicator at this time?
Are you able to login to Onx-portal via webpage for Users?
When trying different combinations of passwords did you removed the extension password before using the extension number with password on 1st page of user?

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
NYSTech
It does not work onsite or remote
No-one is able to use communicator
Yes, One-x Portal for users is working
No, I did not try removing the extension password as that would leave the physical extension vulnerable.

deffloh - I have R8+ Preferred Edition

RE: Avaya Communicator -- Incorrect Extension or Password

Silly question .
Have you enabled Avaya communicator on the user tab ?

What’s the password complexity set to.
Does your password meet that.

RE: Avaya Communicator -- Incorrect Extension or Password

Next step would be to share a sysmon trace with the SIP Reg Rx and Tx checked and snip of the Voip Tab showing the SIP Registrar info for the Lan connection.

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
snowman50 - not a silly question, often the obvious is overlooked, but yes, softphone is enabled.

IPOLackey - I can work on getting the trace but I know the Communicator is communicating without issue (already disabled the SIP-ALG just in case it was interfering) VoIP tab has the trunks enabled, the registrar engabled, and the Remote Extensions enabled.

As for the SIP domain and FQDN, they have remained blank by default which will automatically point it to the ip office unit (I have already tried pointing them to the IP Office in case the default wasn't working, and it didn't work).\

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
Interesting - I'm looking at the log and I do see "SIP/2.0 403 Forbidden"

RE: Avaya Communicator -- Incorrect Extension or Password

Quote (DavBer)

snowman50 - not a silly question, often the obvious is overlooked, but yes, softphone is enabled.

I believe communicator uses the "Enable Desktop/Tablet VOIP client" checkbox not the softphone checkbox. Is that one enabled as well?

The truth is just an excuse for lack of imagination.

RE: Avaya Communicator -- Incorrect Extension or Password

Is the power user license valid?

If I'm not mistaken, you first need a preffered edition license. Otherwise the Power User licens will remain 'dormant' instead of valid.

RE: Avaya Communicator -- Incorrect Extension or Password

Okkie26 is correct see this link from Avaya
https://ipofficekb.avaya.com/businesspartner/ipoff...
Note that for all profiles other than Basic User, a Preferred Edition system license is a pre-requisite for the required user licenses
Mike

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
Okkie26 and teletechman

Yes, the preferred edition system is legit, unless it somehow was corrupted with the change of the UC module. But the Voicemail Pro still works, so it appears that the license is still in effect.

RE: Avaya Communicator -- Incorrect Extension or Password

You said essential edition that is why we said this about preferred. What version of Communicator are you using? Windows or Mobile? Also if I remember correctly there is a CM based Communicator as well as an IPO based one do you have the correct one? You should be using Equinox now or even IX Workplace.
Mike

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
teletechman - yes, my apologies for the first post where I listed Essentials, I then corrected it in a later post indicating Essentials + Preferred Edition (R8+Preferred Edition (VM Pro)

Communicator has worked well in the past, but since we've moved the location of the server (and the original UC module went bad and was replaced) we have not been able to use the Communicator.

I am using Communicator 2.1.4.0 (for windows) The One-X IPO works fine for my cell phone, but I still need the smartphone up and running.

I tried Equinox in the past - if memory serves, the program was directed more towards Avaya cloud services rather than the IP Office v.2 and I don't think it was compatible with my configuration/licenses. I just tried IX and it won't even see my IP Office system.

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
teletechman - yes, no issues with accessing the 46xx file.

RE: Avaya Communicator -- Incorrect Extension or Password

Posted this but didn't get a response:

I believe communicator uses the "Enable Desktop/Tablet VOIP client" checkbox not the softphone checkbox. Is that checkbox enabled as well? You said you had softphone checked.

The truth is just an excuse for lack of imagination.

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
critchey - sorry, I didn't mean to overlook that.
Yessoftphone, one-X portal, one-X Telecommuter, Remote Worker, Desktop/Tablet VoIP and Mobile VoIP are all enabled

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
Anyone have any other ideas - I really need to get this softphone up and running.

RE: Avaya Communicator -- Incorrect Extension or Password

Send a screen shot of the phone settings
Ipaddress
Port
Etc

Screen shot your login page with your actual input
Screen shot your user page


To be honest I never had any issue logging in as long as it can talk to the Ipo

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
Hello Snowman -
Can't do a full screen shot as I don't give out internal (or external) ip addresses.
But the Server address points to the IP Office Lan 1
Server port is 5060 (using TCP)
Domain is set to the IP Office
and the Presence Server is set to the One-X UC ip address.

User login is the extension number and user password is the extension password.

To everyone that keeps insisting that it is the user password and extension, please look at https://support.avaya.com/knowledge/public/solutio...
"From IP Office 10.0 SP4, users must log into ACW [Avaya Communicator for Windows] using an Extension number & password, the use of Username is no longer supported. This change has been implemented due to non-standard characters in Usernames causing unpredictable behaviour. Also, an Extension number is required for resiliancy."

There is no doubt that Communicator is connecting to the server - I see the request on the system monitor. Also, when I change the Server address, it gives an "unable to connect" error.

Just for some reason the IP Office does not recognize the correct extension/password combo.

RE: Avaya Communicator -- Incorrect Extension or Password

Hi DavBer

Any I have done have always been user extension number and user password

If your user is extension 4000
Then log in with 4000
Eg the user extension number 4000
The user password is on the same page
If your password is maddog1
Then login

4000
Maddog1

Also set the presence server to LAN 1 ipaddress

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
Thanks snowman. Tried it (the change of the presence server) and it still failed.
There either has to be some corruption that I can't find, or some setting blocking the service, but no-one has been able to identify what can be blocking the service.

RE: Avaya Communicator -- Incorrect Extension or Password

It’s a pity.

I don know what else to try 🤷

RE: Avaya Communicator -- Incorrect Extension or Password

Remove presence server from the config because IPO will populate it after registering.

Are you sure that you use a IPO compatible version of Avaya Communicator?

Do a monitor trace with default filters to have a chance to see what the IPO sees as reason for declining the registration.

Do you have a SIP trunk configured using the same LAN interface that is also configured to use TCP? Then it can happen that IPO thinks the softphone tried to connect to the trunk instead of the endpoint registrar.

IP Office remote service
IP Office certificate check
CLI based call blocking
SCN fallback over PSTN

RE: Avaya Communicator -- Incorrect Extension or Password

(OP)
UPDATE:

The problem has been fixed.

There issue was twofold.

No. 1: My apologies to every who insisted that the password must be the user password and not the extension password. Notwithstanding Avaya's guidance (which I think they have since removed), the login for Communicator is the extension and the password is the user password not the extension password.

No. 2: The SIP Registrar Layer 4 Protocol was using a non traditional port that did not match the default the Communicator always puts in), Yes, big *duh* on my part - changing the port on the Communicator to match the IPO corrected this issue.

RE: Avaya Communicator -- Incorrect Extension or Password

At least it’s solve now

RE: Avaya Communicator -- Incorrect Extension or Password

Pink for posting resolution thank you.

The truth is just an excuse for lack of imagination.

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