# Login and network connection issues

The following table lists the error messages and other possible issues that you may encounter while registering as a station with Communication Manager and while logging on as an agent or an extension to the ACD server.

Problem description | Recommended action
--- | ---
Logging on to Avaya one-X Agent as extension fails. | Perform one of the following actions: Verify if the agent extension and password is correct. Verify if the agent's extension is registered for the auto answer option in Communication Manager. For steps, see Administering Communication Manager for Avaya one-X Agent.
When an agent attempts to log on to Avaya one-X Agent, the system displays the following error message: `Login Error. Your login attempt was unsuccessful due to unknown reasons. Please ensure that the server address is correct.` | Ensure that the Communication Manager server address is entered correctly.
The application stops responding on startup. | Verify whether OneXAgentUI.exe is running in the WIndows Task Manager dialog box. If so, then close the application from the Task Manager dialog box.
Logging on to Avaya one-X Agent as station fails. | Perform one of the following actions: Ensure that the user name and password is correct. Check the IP address of Communication Manager. Ensure that SparkEmulator.exe is running in WIndows Task Manager dialog box.
The Agent Login button does not appear. | Verify whether the aux-work, auto-in/manual-in, and after-call buttons are configured correctly on the station in Communication Manager. For steps, see Administering Communication Manager for Avaya one-X Agent.
A user is able to log on to Avaya one-X Agent as an extension, but not as an agent. | In the Avaya one-X Agent application, click System Options > System Settings > Login> Agent, and select the Enable ACD Login option and provide user credentials to log in to ACD Services.
There is a conflict between Avaya one-X Agent and Avaya IP Soft Phone releases in PBX, as agents cannot log on to Avaya one-X Agent and Avaya IP Soft Phone. | Ensure that the Auto Answer option for Agent ID is clear in Communication Manager. For steps, see Administering Communication Manager for Avaya one-X Agent.
Agent is unable to log out of the Avaya IP Telephone 9650 from Avaya one-X Agent. | Ensure that the work code on the work reason is not present in the Communication Manager. For steps, see Administering Communication Manager for Avaya one-X Agent.
When an agent tries to register with Communication Manager in the Other Phone mode, and attempts to make a call, it fails. | Verify the Dialing Rules configuration in the Avaya one-X Agent application. The Dialing Rules option is available in the Avaya one-X Agent application at System Options > System Settings > Dialing Rules. Else, ensure that the administrator has entered the correct Service Link Number at the time of registration. If not, correct the error, exit Avaya one-X Agent, and restart the application.
Agents cannot close the Avaya one-X Agent application if the station is set to busied out in Communication Manager. | Start the Windows Task Manager, and perform one of the following action: On the Applications tab, right-click Avaya one-X Agent and select End Task. On the Processes tab, select the OneXAgentUI.exe and SparkEmulator.exe processes and select End Process.
Sometimes Avaya one-X Agent fails to login first time, but succeeds in the subsequent login. The Audio and TTY feature may not work correctly. | This problem occurs due to improper installation or uninstallation of virtual sound drivers when the video option is enabled during installation process. Use these steps to fix this issue: In Control Panel, go to System Settings > Device Manager. In Device Manager, select the Unknown entry for driver. Uninstall this driver and restart the computer.
If the agent status is in the Pending Logout state and there is a network issue, then after the restoring the network connection, the Avaya one-X Agent application changes the agent status to the Pending Aux state instead of changing to the Pending Log out state. | Agent must switch to the log out state manually.
While Avaya one-X Agent is trying to log on to ACD, the agent login failed message appears immediately. Subsequently, the application appears as logged on to ACD but the agent cannot make any ACD calls. | Agent must log out of ACD, (not station logout) and log again in to ACD.
During a switch over from the main server to the ESS server in the Pending Logout state, Avaya one-x Agent is not able to recover. | Cancel the connection recovery procedure and exit the Avaya one-X Agent application.
Supervisor defined in Communication Manager logs on to Avaya one-X Agent as Supervisor and is not able to see the Service Observe icon in Contact List. | Ensure that Central Management is integrated with Avaya one-X Agent and configured correctly for Service Observe feature. In addition, ensure that you use FAC manually for Service Observe in Avaya one-X Agent similar to the Other Desk Phone.

Note

Avaya IP Agent and Avaya one-X Agent cannot co-reside on a single machine with the same extension. This also applies to Avaya one-X Agent running on Citrix. However, Avaya IP Agent and Avaya one-X Agent can co-reside on the same machine with different extensions.

Parent topic: Troubleshooting overview
©2011, Avaya Inc. All Rights Reserved.