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  • Can't save user

    Shoreware Director
    Shortel v7 bld 12.5.9303.0

    Can't save user cfg. Get error msg:

    Can't save user: Method '~' of object '~' failed

    Doesn't seem to be any mention of the err in the event logs.
    Someone mentioned having to have audio turned off if using RDP or bad things happen. I had it turned on. I've since switched to the web interface and get same err msg.

    Any help appreciated.

  • #2
    Originally posted by funkadidgerous View Post
    Shoreware Director
    Shortel v7 bld 12.5.9303.0

    Can't save user cfg. Get error msg:

    Can't save user: Method '~' of object '~' failed

    Doesn't seem to be any mention of the err in the event logs.
    Someone mentioned having to have audio turned off if using RDP or bad things happen. I had it turned on. I've since switched to the web interface and get same err msg.

    Any help appreciated.
    I actually wrote up a note (KB Article on this) it should be populated by now. Sorry I do not have that info with me,

    Look in the DTAS Log for the event, you will find the issue, dang wish I had a print of my own work
    Last edited by Jlorenz; 06-27-2008, 12:22 PM.

    Comment


    • #3
      Ok have the answer maybe two

      First in the users Profile you are trying to delete

      Look in the User Group that user is under
      Example Executives

      In the User Group, check the COS Telephony and open that up
      Look down in the area of the COS that allows Barge in , Monitor etc,

      Make sure that in any of the fields, there is no "NO" grayed out user listed in the
      "Only From" Fields

      if there is, that is your issue and to fix simply
      1: Enable and Clear
      2: Select None
      3: Save
      4: Delete User

      Make sure all COS selections are not holding the user as well.

      On another point the issue can be in the Work Groups as well under the overflow ext field

      One possible reason is that the number is referenced in another workgroup's overflow Queue
      Looking in the database is only if you have a large number of workgroups. If you have two or three, it is easier just to open the different workgroups, select queue handling, selected last step, and look at the overflow extension

      Comment


      • #4
        Thanks for the reply jlorenz,
        Unfortunately:

        We only have 3 user groups and all the COS Telephony fields you mentioned are either set to None or All.

        Not sure what you mean by:
        "Make sure all COS selections are not holding the user as well."

        All workgroup overflow extensions are set to None in "Last step".

        I also made sure we didn't have any unused/xtra/should be deleted Individual User accounts.

        sigh...

        Comment


        • #5
          Originally posted by funkadidgerous View Post
          Thanks for the reply jlorenz,
          Unfortunately:

          We only have 3 user groups and all the COS Telephony fields you mentioned are either set to None or All.

          Not sure what you mean by:
          "Make sure all COS selections are not holding the user as well."

          All workgroup overflow extensions are set to None in "Last step".

          I also made sure we didn't have any unused/xtra/should be deleted Individual User accounts.

          sigh...

          Here is a pic of what I am refering to, in the example below at one time the Circled In Red User was used to monitor. As you see the residual name is still there. Enable the option, Clear the Name Save then set to None and Save.



          in any COS Telephony you have on your system, make sure you do not see anything as above in the pic

          Also check your DTAS log (Replicate the Issue) and immediatly check the DTAS this will show you where the error is occuring.
          Attached Files
          Last edited by Jlorenz; 06-27-2008, 02:55 PM.

          Comment


          • #6
            Did this help you at all?

            Comment


            • #7
              Alas no. Still same prob. There are no users listed in the fields of COS Telphony (barge in, monitor etc). All are blank.

              Apologies, I'm not sure what/where the DTAS log file is. I'm the Shoretel admin by attrition. The Application Event log does not show the error I'm getting. The err msg pops up in it's own window. I think it's an Internet Exploder error msg. See attached.

              thanks again for your help

              Comment


              • #8
                Originally posted by funkadidgerous View Post
                Alas no. Still same prob. There are no users listed in the fields of COS Telphony (barge in, monitor etc). All are blank.

                Apologies, I'm not sure what/where the DTAS log file is. I'm the Shoretel admin by attrition. The Application Event log does not show the error I'm getting. The err msg pops up in it's own window. I think it's an Internet Exploder error msg. See attached.

                thanks again for your help
                DTAS log is located in the X:\Shoreline Data\logs
                (WHERE X is the install drive
                Look for DTAS{TodaysDate}.log

                Replicate the issue and you will see a new entry

                you can also go view it real time, by going o the command prompt
                X:\program files\Shoretel communications\Shoretel Server
                or
                cd \prog*\shore*\*er

                X = install drive

                from the command prompt type
                showlog dtas

                replicate the issue you will see the error

                Comment


                • #9
                  here's and err msg from DSTRACExxxxx.log:

                  7/2/2008 11:44:22.902 <39> ERROR: <2464:1588> CDBConnection::ExecuteSharedCommand() - FAILED: catch(_com_error) : hr=80004005: Microsoft JET Database EngineOperation must use an updateable query..

                  No DTAS logs in the dir specified.

                  Comment


                  • #10
                    Originally posted by funkadidgerous View Post
                    here's and err msg from DSTRACExxxxx.log:

                    7/2/2008 11:44:22.902 <39> ERROR: <2464:1588> CDBConnection::ExecuteSharedCommand() - FAILED: catch(_com_error) : hr=80004005: Microsoft JET Database EngineOperation must use an updateable query..

                    No DTAS logs in the dir specified.
                    My bad dsttrace is the log

                    Questions, did you upgrade this Server from Windows 2000 to Windows 2003?

                    No matter you will need to run a compact and repair on the Shoreware.mdb file.

                    You will need to search the KB articles or get the process from your partner and or TAC

                    DO NOT COPY the .mdb file off, repair and copy back.

                    Simply you will need to do the following
                    Make sure you have MS Access installed on Server or
                    Map the \Shoreline Data folder to another machine that has MS access installed

                    WARNING this will shutdown the Server, causing disruption in services for users

                    From Windows Services Menu
                    Shutdown all Shoretel Services, (Start with Shoreware Notification Server) This shuts down most everything. Make sure every Shoretel service is shutdown

                    Go to
                    Controll Panel > Component Services > My Computer >
                    Stop the Shoreware service in com control

                    Go to your Data base and make a back up
                    right mouse click, copy
                    right mouse click paste
                    it will auto copy as copy of shoreware.mdb

                    No open Access
                    Choose Open
                    Go to the Drive hosting or where the shoreware.mdb file is
                    Open that file
                    Choose Tools
                    Under tools you will find Data Base Utilities
                    Choose COmpact and Repair

                    **Disclaimer, get the proper process form Shoretel

                    Comment


                    • #11
                      So the above method suggested by jlorenz fixed the strange error msg but I'm still unable to make changes to user accounts.

                      now I get:

                      "Cannot save user: System is not in license compliancy. Please update your licenses"

                      So I checked my license keys and nothing seems out of bounds (# purchsed > than # required). Is there some place I can look to see which license it's complaining about?

                      thanks,
                      jeff

                      Comment


                      • #12
                        Originally posted by funkadidgerous View Post
                        So the above method suggested by jlorenz fixed the strange error msg but I'm still unable to make changes to user accounts.

                        now I get:

                        "Cannot save user: System is not in license compliancy. Please update your licenses"

                        So I checked my license keys and nothing seems out of bounds (# purchsed > than # required). Is there some place I can look to see which license it's complaining about?

                        thanks,
                        jeff
                        OK now your in to a known issue. First is this a SBE (Small Business Edition)

                        If yes your going to have to do 1 of two things.
                        1: Shut the ShoreTel Services down, aka shutdown the server
                        -1a: Copy the Shoreline Data folder off or Burn to CD
                        -1b: Retool the Server with Windows Server 2003
                        -1c: Move the Shoreline data folder back
                        -1d: if ST 7.x and above Delete the Mysql Folder only in the Shoreline Data folder
                        -1e: Reinstall Shoretel

                        or
                        2: Call TAC and have them escalate the call and wait 4 - 5 days for a fix :chinese:

                        If your Licensing (ShoreTel) under System Parameters / Licenses Shows required = to purchase your good to go.

                        I believ the issue is the MS OS licensing, and this will need to be cleaned by TAC tie2 or above
                        Last edited by Jlorenz; 08-06-2008, 05:47 PM.

                        Comment


                        • #13
                          Ugh,

                          Well, this is an Enterprise Edition (not SBE...sigh).
                          I guess it's time to make a call...:dots:

                          Comment


                          • #14
                            Originally posted by funkadidgerous View Post
                            Ugh,

                            Well, this is an Enterprise Edition (not SBE...sigh).
                            I guess it's time to make a call...:dots:
                            Yes
                            The Licnesing is mucked up (OS Licensing) it needs to be cleaned by TAC, sorry I cannot help you, I do not have that work around with me. Something I am forbidden to have :chinese:

                            If you cannot get anywhere with it, send me a PM, I can try and help. Remote access is not an issue

                            Comment


                            • #15
                              You might want to have your ShoreTel Partner get a key list from ShoreTel. Compare the keys in Director to the keys that ShoreTel believes it has cut for you. By process of elimination, you can figure out which key(s) is the culprit. I've seen very strange things - anything is possible.

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