Troubleshooting

From HostedSuite

Jump to: navigation, search

Please use the list below to quickly troubleshoot your issue

Contents

Troubleshooting the Console

Calls are not popping

The most common cause for calls not popping is that the connection to the phone system has been lost. Please try the following things

  1. Refresh your browser
  2. Reconnect to the phone system by clicking on More > Restart Phone System within the console
  3. Restart the Telephony Server

Page Cannot Be Displayed

There are several reasons that you will see a "Page Cannot Be Displayed" message in your browser. Please do the following things

  1. Verify that the IP address you have entered in the address bar is the correct IP address of the Telephony Server PC. For example, if you enter http://192.168.1.1:21383 make sure that 192.168.1.1 is the actual IP address of the Telephony Server
  2. Once you have confirmed that the IP address is correct, make sure that you can ping the Telephony Server by opening up a command prompt window (Start > Run > cmd.exe) and entering the following command
     > ping 192.168.1.1
    Note: Make sure you enter the IP address of your Telephony Server
    Make sure that the server is responding to the ping command.
  3. Make sure that the Telephony Server is started by logging into the Telephony Server PC and opening a command prompt (Start > Run > cmd.exe) and typing the following command
    net start telephonyserver

Changes to clients are not showing up

The most likely cause for client changes not showing up is that an invalid email address/password has been entered in the Telephony Server. To check these settings please do the following steps:

  1. Open a web browser and go to http://ip-address-of-telephony-server:21383/settings
  2. Re-enter the email address/password of the user on the admin interface to be associated with the Telephony Server and click Save.
  3. Click on Settings > Reload All Data
  4. If you get an error message, you most likely have the wrong email address/password. Login to www.hostedsuite.com and click on Organization > Users and verify that the user exists and if necessary, reset the user's password

Troubleshooting the Web

Page Cannot Be Displayed

The most likely cause of a Page Cannot Be Displayed error is that you have lost connectivity to the Internet. Please open a web browser and try going to http://www.google.com

If you are able to access Google, please open a command prompt and enter the following command

> ping www.hostedsuite.com

Make sure that the server is responding. A firewall may be blocking access to our web page.

If you continue to have errors please Contact Us

Personal tools
Namespaces
Variants
Actions
Web Documentation
Console Documentation
Help
Navigation
Toolbox