MCM: Failed to contact server

[luckycharms]

Hi everyone,

Need to bounce this issue off the board. We have approximately 10 MCM's in use and ever since we swapped out our main router from a Kentrox to a Cisco 2811 router w/firewall, the MCM's cannot contact the server.

I can reach the MCM client install without any issue, loads ok. Enter the server IP address, port 80, ext, and password, select next. Receive "Please wait while the application finishes installation" then receive "Failed to contact server. Please verify the address and port values are correct."

???

The part I am a little lost on is how the MCM utilizes the BES server to communicate with the ShoreTel server. Does the firewall come into play, I have been pouring through the firewall logs, but have not been able to find anything definative to the connection attempts. I used Wireshark to see if the connections are hitting to ShoreTel server, but I do not receive any data, which leads me to believe this issue is in the firewall.

I did consult with ShoreTel, they just recommended that we install the Reverse Proxy server, which kind of defeats the purpose of using a BES.

Any thoughts and feedback are greatly appreciated...

Regards,

[Jlorenz]

The BES server is the key, ShoreTel is simply a recipient of the call, has nothing to do with the connection. MCM is simply accessing Shoretel through BES as a proxy.

The issue is the Cisco, you changed out the Router, other then that nothing else has changed. The ShoreTel is not the issue, MCM is using 2427, 2727, 5004 ftp and telnet same as PCM, Of course along with http

Hi everyone,

Need to bounce this issue off the board. We have approximately 10 MCM's in use and ever since we swapped out our main router from a Kentrox to a Cisco 2811 router w/firewall, the MCM's cannot contact the server.

I can reach the MCM client install without any issue, loads ok. Enter the server IP address, port 80, ext, and password, select next. Receive "Please wait while the application finishes installation" then receive "Failed to contact server. Please verify the address and port values are correct."

???

The part I am a little lost on is how the MCM utilizes the BES server to communicate with the ShoreTel server. Does the firewall come into play, I have been pouring through the firewall logs, but have not been able to find anything definative to the connection attempts. I used Wireshark to see if the connections are hitting to ShoreTel server, but I do not receive any data, which leads me to believe this issue is in the firewall.

I did consult with ShoreTel, they just recommended that we install the Reverse Proxy server, which kind of defeats the purpose of using a BES.

Any thoughts and feedback are greatly appreciated...

Regards,

[eazeaz]

Bes

The MCM clients connect THROUGH the BES server. If the BES server can access the shoretel server on all required ports, then so should the MCM clients.

Is the BES server on the same network as the Shoretel Server? Are there any new access lists that would prevent access from the BES server to the Shoretel Server?

I have seen the BES MDS data service stop which keeps all data from proxying through.

I imagine that you now have some sort of rule that allows port 80 from the BES server to the Shoretel server, but not the other required ports.

You are entering the Internal/private IP Address of the shoretel server correct?

The whole reverse proxy idea is a lame one... especially if you have a functional BES server.

[luckycharms]

Thanks for the feedback, I will look into the ports and yes I am entering the internal ShoreTel server address.

[ShoreTel Maverick]

I had this problem and called support - turns out, for some reason it requires you use port 80, AND, enter your call manager password. Trouble is, on my 8830, it would only allow me to enter numbers in that field. So, I changed my password to 8 numeric digits, and it worked!

Can't say this will work for everyone, but it just got me up and running. Good luck!

[nchawkins]

I see this issue is now coming up on a year old be we experienced this similar issue just recently. We are currently using v.9.
We just move our phone system to a new subnet and added a new firewall. We are not using a BES Server. The funny thing is that this has been working for months, now we get the same error stated above... Failed to contact server. Please verify the address and port values are correct.
How did you go about troubleshooting this.
We have even tried going back to adding a reverse proxy and still no luck. We have called Shoretel on this issue and cannot get a good answer as to how to troubleshoot accurately.
The thing i do see is that even when I have logging turned on in my IIS setting, i never see an attemp to hit the server. however, I can download the client install files just fine.
Any help would be greatly appreciated.

[Jlorenz]

I see this issue is now coming up on a year old be we experienced this similar issue just recently. We are currently using v.9.
We just move our phone system to a new subnet and added a new firewall. We are not using a BES Server. The funny thing is that this has been working for months, now we get the same error stated above... Failed to contact server. Please verify the address and port values are correct.
How did you go about troubleshooting this.
We have even tried going back to adding a reverse proxy and still no luck. We have called Shoretel on this issue and cannot get a good answer as to how to troubleshoot accurately.
The thing i do see is that even when I have logging turned on in my IIS setting, i never see an attemp to hit the server. however, I can download the client install files just fine.
Any help would be greatly appreciated.

We just move our phone system to a new subnet and added a new firewall. The funny thing is that this has been working for months,

The answer to the puzzle is right there in the above quote.

Was it working for months before you changed the subnet and firewall?
or
Was it working for months on the new subnet and firewall?

[Forum]

The new issue is not BES related, as he has NO BES!

I would check IP addresses. Is everything on the same subnet? Did you change the IP settings on the switches? Can you ping everything?

Charles

[Jlorenz]

The new issue is not BES related, as he has NO BES!

I would check IP addresses. Is everything on the same subnet? Did you change the IP settings on the switches? Can you ping everything?

Charles

Correct, that is why I asked the question and quoted the points he made.

[bailmon]

Having same issue

I just installed shoretel with V9.1 and am running BES. I get the same error message and to boot when I get a VM in outlook it does not go to the BB. I turned on notifications and tried all settings without any luck. Both servers can ping and browse each others files structure. I also have RoveIT's mobile admin and from the BB I can take control of the shoretel server. I have looked thru all the support documents and also in the IT policy of the BB.

It looks like we all have Cisco routers or firewalls in common. I know that a cisco by default will not let traffic out and back in the same interface. I am going to explore this with my firewall techs tomorrow.