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biznet
biznet's picture
Joined: 2016/01/19
Points: 40

We have about 35 Tenants in our MTE , v 9.1.4.14

We have a small subset of our tenants that the Web Connect version (desktop, not the app, the web version) doesn't work. others it will.

Is there something in the Database that didn't get hooked when the tenant was created?

Signin works, but it just spins and never completes... Status shows not connected to server. From the same machine I can connect just fine to other tenant's extensions...

Help please? with this virus thing it is necessary for folks to work at home. this must work.

Doug

volodya
volodya's picture
Joined: 2017/01/05
Points: 260

Hello Doug,

Can you please clarify if you will see some messages when you will click on the user's icon (in the top left corner). It may say about a problem with connecting to the telephony or messaging server.

You can try to regenerate a password with the "Regenerate" button on the User Portal tab of User Extension configuration window.

Let me know if this helps.

biznet
biznet's picture
Joined: 2016/01/19
Points: 40

Velodya, Just tried the regenerate thing, I don't think it is that as it still won't do anything but spin. When I go to status as you suggest, it says " No Connection with messaging Server, I have disabled and reenabled Connect in the Tenant setup ... Should the full log show that, or messages log?

biznet
biznet's picture
Joined: 2016/01/19
Points: 40

MOre: it is logging in as when I click on Contacts, recent calls etc all of that shows up, but the status window shows what I said above. Not a login credential thing. Any other ideas?

volodya
volodya's picture
Joined: 2017/01/05
Points: 260

Please check if the following file will have a matching password. Replace "thirdlane" with your tenant name and "100" with the correct extension number.
/var/lib/prosody/thirdlane%2elocal/accounts/thirdlane%2d100.dat

biznet
biznet's picture
Joined: 2016/01/19
Points: 40

Velodya, Sorry, just getting back to this.

Good call the passwords DO NOT match... How would I get them back in Sync? I have tried changing them in the GUI, but it does no good??

biznet
biznet's picture
Joined: 2016/01/19
Points: 40

so interesting, here is the ls of the dir for the tenant that does not work:
root@pbx /var/lib/prosody/rms%2elocal/accounts # ls
40.dat 43.dat 46.dat 49.dat 53.dat rms%2d55.dat
41.dat 44.dat 47.dat 50.dat rms%2d51.dat rms%2d59.dat
42.dat 45.dat 48.dat 52.dat rms%2d54.dat

One of them above WAS 51.dat I renamed it to the proper format and it now is in sync when I change the password in the GUI.

Is this the fix? rename all of them to the correct format?

I wonder how this happened?/ this tenant was new last summer and I usually use the generate script from a cvs file for new tenants would this be the issue?