Can't save user

[funkadidgerous]

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.

[Jlorenz]

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

[Jlorenz]

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

[funkadidgerous]

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...

[Jlorenz]

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.

[Jlorenz]

Did this help you at all?

[funkadidgerous]

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

[Jlorenz]

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

[funkadidgerous]

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.

[Jlorenz]

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

[funkadidgerous]

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

[Jlorenz]

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

[funkadidgerous]

Ugh,

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

[Jlorenz]

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

[Jenn]

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.