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Innovatia Inc.

Avaya – Tips and


Tricks for Innovatia
Employees
Version: 2017-09-13

Michael Stuart
9/13/2017
Contents

Scope: ............................................................................................................................................................ 3
Office 365 Upgrades ..................................................................................................................................... 3
Office 365 – known problems & fixes ........................................................................................................................................ 3
Windows 10 – UPDATE! ............................................................................................................................. 5
Internet Explorer ........................................................................................................................................... 5
IE8 & IE9 & IE10 ....................................................................................................................................................................... 5
IE11 – upgrade! ......................................................................................................................................................................... 5
IE11 - Known issues/workarounds ............................................................................................................................................ 5
IE11 on Windows 10.................................................................................................................................................................. 5
IE11 – Siebel crashing with multiple tabs .................................................................................................................................. 6
IE 32bit / 64bit versions ............................................................................................................................................................. 6
Tips & other browsers................................................................................................................................................................ 6
IE 11 upgrade & Siebel launching with an error ........................................................................................................................ 6
LOGMEIN .................................................................................................................................................................................. 7
Java – new information! ................................................................................................................................ 7
Java 6, update 39 – only install 32bit......................................................................................................................................... 7
Java 7 – only install 32bit .......................................................................................................................................................... 7
Java 8 – only install 32bit .......................................................................................................................................................... 8
Multiple versions of Java installed ............................................................................................................................................. 8
Other issues .............................................................................................................................................................................. 8
Avaya Collaborate – not working ............................................................................................................................................... 8
Java error .................................................................................................................................................................................. 9
Antivirus software ......................................................................................................................................... 9
Virus Scanning – New solution (Sept 2017) .............................................................................................................................. 9
MFA / soft-Token / e-Token ....................................................................................................................... 10
SAL Issue .................................................................................................................................................... 10
RAUI/ToolsA errors ................................................................................................................................................................. 10
SafeNet - Windows 10 & versions 8 & 9 .................................................................................................................................. 10
SAL – ToolsA connection failed ............................................................................................................................................... 10
SAL / RAUI – Secure Connection Failed ................................................................................................................................. 11
Avaya 1X phone / Innovatia Phone ............................................................................................................ 12
Avaya 1X Agent ....................................................................................................................................................................... 12
Known issues & fixes:.............................................................................................................................................................. 12
Using with i2050 ...................................................................................................................................................................... 13
Using with hardset (1120/1140) ............................................................................................................................................... 13
Phone issues while working from home .................................................................................................................................. 13
Zscalar & Zscalar Certificate ...................................................................................................................... 14

1
Using S4B / Lync & Avaya Certificates (with Avaya handle) ................................................................... 14
Using online Avaya IM client ..................................................................................................................... 14
Siebel ........................................................................................................................................................... 15
Siebel & “Find Answers” .......................................................................................................................................................... 15
Siebel – “page can’t be display” .............................................................................................................................................. 15
Siebel – windows 10 – not showing menu’s correctly........................................................................ 15
NEW!! Other / Miscellaneous.................................................................................................................... 16
Network ....................................................................................................................................................... 16
Innovatia new secure network (Summer 2015) – re-enabling in Saint John Jan/Feb 2017 ..................................................... 16
Printing while on Avaya SSL ................................................................................................................................................... 18
Contacting Avaya ITSS .............................................................................................................................. 18
Avaya email & global handle password reset .......................................................................................................................... 18
LINKS ...................................................................................................................................................................................... 19
MORE INFO ............................................................................................................................................... 20
Reminders ................................................................................................................................................... 20

2
Scope:
From time to time, Innovatia IT / Client Services are able to determine a fix to a problem which has caused some
grief or downtime for individuals. This document is a list of the most common problems & fixes which has been
experienced in the last year or more.
The intent is to constantly update the document at least once every 2-3 weeks, or more. This document is not an
‘end all’ on how to fix a problem, but may guide you on determining a simple problem, which you can fix on your
own.
If you are not sure – please open a tracker!!

____________________________________________________________________________________

Office 365 Upgrades

All employees should be on the O365 email system

To access your Innovatia OWA -- https://outlook.office365.com/owa/innovatia.net or https://portal.office.com

Office 365 – known problems & fixes

Problem:
In Outlook, the UNREAD messages in the folder is not showing a value (like 10 unread emails)

Fix:
Right click on your email account, select "data file properties"
(a small pop up will have 3 tabs)

On the General, look for "show number of unread items"


Change it to total number of items
Click apply
Go back and select show number of unread items.

Problem:
In Outlook, not all emails are being searched or Zero email is found upon a search for a known email

Fix:
In Outlook, goto File -> Account Settings ->Account Settings -> Email (tab) -> highlight the Innovatia email (if you
have more than 1 listed) -> Change -> (another window will pop up title “Server Settings”) -> Offline Settings ->
move to 12mon or “ALL” and Next & Finish

This will pull down all email within your account to local storage. This will aid in searching through your email for
something going back more than 12months (default setting).

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Problem:
Can’t run any Office 365 applications, it prompts to repair online.

Cause:
We have experienced some users with this problem and we have not determined what is causing this issue.
However, we have a fix which will basically uninstall the O365 applications and reinstall it from the
http://portal.office.com

Fix:
Please open a tracker for assistance as we have had 2 not uninstall at all and a special tool is required to fix that
problem.

OR

Drop from the Avaya SSL, open control panel, look for Office 365 and right click “change”, select “online repair”.
Let the repair run, do not connect to the SSL or change your Internet state. It will take about 1/2hr or so to resolve.

Problem:

Can’t see more than 5 or 10 ‘recent files’ in Word or Excel. Want to add more in the list of recently opened files

Resolution:

http://www.officetooltips.com/word/tips/change_the_number_of_the_most_recently_used_documents.html

this will explain how to show more than a few recently opened files in Office 365.

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Windows 10 – UPDATE!
Windows 10 upgrades are now live for users in the TSS Avaya. Anyone who has received the email (dated Dec
15, 2016) should be able to start the process of the upgrade. If you have the instructions but do not see it in your
“Innovatia Offers”, please open a tracker to have your machine looked at to see if the install bits were pushed to
your laptop. This will take about 5min for Innovatia IT to add your machine to the offers group.

You will need to leave your PC OFF the Avaya VPN/SSL (and any other VPNs) – just an Internet connection is
required to cache the 3.2GB folder on your PC. Most have it already, some still need it (as of this writing).

With that, as some know, comes the latest browser “Edge”. Once you finish the upgrade to Win10, please ensure
you are continuing to use Internet Explorer 11 for all Avaya related activities and not Edge.

Mar 24, 2017 – we continue to upgrade users and pushing the installer bits to more machines as they are
determined missing the Windows 10 option.

May 8, 2017 – we are now looking to push users to Windows 10 for the month. Please start the upgrade process
to Windows 10; we have had a great success with this operating system and most issues have been resolved.

May 18, 2017 – Windows 10 Lunch & Learn was provided on May 17, 2017 and the recording is online at our
Sharepoint - http://voffice.innovatia.net/ourProgress/Pages/EmployeeInfoSession.aspx

Sept 13, 2017 – Please continue to upgrade your windows 7 machines to windows 10.

Internet Explorer
IE8 & IE9 & IE10
Current status of this browser is “end of support” by Microsoft as of Jan 2016. Please upgrade to IE11!

IE11 – upgrade!
We are now supporting IE11 /32bit on all Avaya applications, as directed by Avaya in Spring 2015. If you have
recently installed the IE11 Offers from Innovatia, but nothing works or the layout is not correct, add the following
URL to the compatibility view option within IE 11
*.avaya.com

IE11 - Known issues/workarounds


If you are not able to browse while using IE11, disable the Automatically Detect Settings under Internet
Options, Connections, LAN settings.
If you have installed the ZScalar certificate provided by Avaya ITSS, you should uncheck the proxy file for
Zscalar under the LAN settings as well.
If Siebel does not fully display in your IE11 browser, add “ *.avaya.com “ into your compatibility mode
within IE11 (http://windows.microsoft.com/en-ca/internet-explorer/use-compatibility-view#ie=ie-11)

IE11 on Windows 10
Microsoft Edge may try to be the default Browser. Please continue to use the IE11 browser for all things Avaya.

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IE11 – Siebel crashing with multiple tabs
(thanks for a few who has provided this fix-- Stephen P, Angela B)

A few have found this useful, if your browser crashes when using Siebel. A workaround of closing all open tabs in
IE11 and restarting IE11, usually fixes it. However, here is a better solution:

Create a new shortcut on your desktop. Right click and select properties and edit the TARGET field to:
C:\Program Files\Internet Explorer\iexplore.exe" -nomerge https://gct.avaya.com/callcenter_enu

This effectively runs IE11 & Siebel in an isolated browser window from all other browser tabs. Double click on this
shortcut to open Siebel in a separate IE11 window.

IE 32bit / 64bit versions


If you are running a 64bit Windows 7 laptop (aka x64), you may have 2 versions of IE installed. The Internet
Explorer 64bit version will NOT work on any web-apps. You can check the version you have by opening the “Help”
from the menu bar, and selecting “about”. It should NOT show 64bit anywhere on the pop up window. If it does –
please close that browser and find the 32bit version (it does not say anything after the version

Example: “Version 8.0.7601.17514” or “version 8.0.7601.17514 64-bit Edition”

Tips & other browsers

Chrome – some users have found a few websites in Avaya work well in Chrome (i.e. ITSS, OCD). Please use this
as directed by Avaya ITSS.

Firefox – Some applications such as RAUI, SAL, LMI. Use older versions of Firefox (before ver 40) if possible,
otherwise SAL/RAUI/ToolsA will need a fix relating to the Browser configuration. OCD has been reported to work
on this browser (Jan 2017)

Others – not supported.

IE 11 upgrade & Siebel launching with an error


Error: “Your version of the Siebel High Interactivity Framework for IE…”

But at the bottom of the page, you see

PopUp: “This webpage wants to run ‘Siebel High Interactivity Framework’ which isn’t compatible with Internet
Explorer’s enhanced security features. If you trust this site, you can disable Enhanced Protected Mode for this site
and allow the control to run”

The problem is you cannot click “run control” at the bottom pop up.

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NEW Resolution – there is a new IE 11 ‘fix’ from Avaya called “Avaya-IE11-SiebelCustom-R1.exe” which we have
obtained and can provide to you. Also located here:
https://innovatiainc.sharepoint.com/IT/_layouts/15/start.aspx#/IT%20Support/Avaya%20Team.aspx

Please open a tracker and prove the information on Siebel (the errors, with screen shots) and refer to solution “103”
within Innovatia IT. It does require a laptop reboot to complete the fix!!

LOGMEIN (Late Dec 2015/Early Jan 2016)

This is a known issue where FireFox 43+ will NOT support LogMeIn without some changes to the about:config file
within the browser. Workaround is to downgrade to FF ver42.

To disable use Add-on Signing

a. open a new tab in Firefox and enter: about:config

b. right click on preference xpinstall.signatures.required and select Toggle to set this value to False.

Otherwise, disable any browser add-ons, if something does not work or did work, and now is broken.

Java – new information!


Java 6, update 39 – only install 32bit
This is the known working version which Avaya initially provided us to deploy. We know of very few problems with
this version. I would recommend only having this installed if you are having issues with Java. Never remove this
version…. on Windows 7!

Java 7 – only install 32bit


If you are on Windows 10, you must install Java 7 update 67 (Java 7u67) for Siebel and SAL to work (Jan 20,
2017) This also may fix issues with SAL in Firefox.

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However, you may need to keep older versions of Java installed, based on the product you support and which
versions of Java required. Use these installation versions as a guide but not a definitive fix for all issues.

Java 8 – only install 32bit


You may be prompted to install a newer version of Java if the website or training session asks for it. You can install
that version but then it gives you an option to uninstall the OLDER version(s). As stated before, Java 6u39 is
required for Siebel (as of Oct 2015)….if you remove that, you are not able to run Siebel! The version 8u91 seems
to work with https://raui.sal.avaya.com. ***exception is to Windows 10 laptops; use Java 7u67.

Multiple versions of Java installed


In the last few months, Java has gone through a number of release updates. All laptops are deployed with Java 6
update 39 (Java 6u39), then Java 7uXX, then Java 8u66 is available now as Nov 25, 2015. With the later versions
of Java, there is an option to remove the older versions of Java – DO NOT REMOVE older versions! Siebel is
required Java 6u39 to function and if this is removed—you will be down and out!!! Never remove this version
unless requested by Innovatia IT.

May 11, 2016 – SAL failed to work for a user; we put on Java 6u39, 7u67, and it still didn’t work. Installing Java
8u91, did fix the problem within IE11. This is a recent Java versions, so install only if you have tried other versions.
Aug 15, 2016 – Current version of Java 8 update 101 should work for anyone using SAL and/or other sites needing
current version of Java. Keep the older versions of Java installed (for Siebel, etc)
Dec 20, 2016 – Windows 10 users – remove 6u39 and install Java 7u67.

Other issues
SAL – this is the biggest user of Java and connecting to sites will generate a large number of “temp” files in the
temp folder.
Avaya has provided us with a clean-up script to run in the background when accessing SAL is very slow:
Run a scheduled task (type this at the command line – run as Administrator):

schtasks /create /tn "SAL Cleanup" /tr "cmd /c del %TMP%\jar*.tmp" /sc hourly /ru "System"

Manually clean up the temp files:


CMD prompt as admin:

cleanmgr /sageset:xxxx
...then a
cleanmgr /sagerun:xxxxx

the xxx is the number of files

(see http://support.microsoft.com/kb/315246 for details on this faster clean up tool)

Avaya Collaborate – not working


If you use the Avaya Collaborate tool, but are unable to run the app, even though it may have worked a week or 2
ago, please clear ALL your SAL / JAR (Java) temp files (see SAL clean up above)

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Java error – “Missing Required Permissions Manifest attribute in main jar:"
Error when trying to access SAL sites on tech1.sal.avaya.com seems to work ok when using the new
raui.sal.avaya.com site.

Resolution:
add the site in the exception list through the Java console (Control Panel).

Other problems with Java – please open a tracker for assistance


Juniper connector / Can’t connect to SSL / no DNS information

Those employees, who have been with Innovatia for more than 2 years, may have multiple versions of Juniper
Connector installed. The most current (Oct 2015) version is 8.0. If you have more than one installed, it may limit
how you access into SAL or prevent you from authenticating to Avaya. Do not change anything related to Juniper
unless directed by ITSS or Innovatia IT.
The resolution is to remove ALL installed applications of Juniper, reboot the laptop and connect to the SSL/ARA
site and get the latest version. This should take about 30-45min to complete.

Antivirus software
Innovatia supplies Trend Micro Antivirus on ALL laptops. This is a standard deployment. At no time, should you
install any other Antivirus application, Antivirus toolbar, etc without engaging Innovatia IT. We know Avaya
supports our AV application and no problems should exist.

If you are receiving a problem relating to AV not being current, you can manually update the application or open a
Tracker with Innovatia IT and they can assist.

Manually updating the AV client – look for the blue circle icon with a white line through it, right click and “update
now”. Follow the instructions on the screen.

Your AV must be less than 1 week old in order to pass the SSL/ARA connection portal.

Virus Scanning – New solution (Sept 2017)


Innovatia IT have been deploying a new AV solution called “Trend Micro Worry Free”. This is replacing
the BigFix Core Protection Module.
More information to come

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MFA / soft-Token / e-Token
This application is strictly supported by Avaya ITSS

If your eToken is not being detected by the laptop USB, try another USB port. Try it on another users laptop to
ensure its functional. If it’s not being detected in other laptops, contact Jean-Guy Chouinard for assistance (he is
an Innovatia Employee located in Saint John)

MFA /Soft-Token was introduced in September 2014 – all matters relating to this software must be directed to
Avaya ITSS.

SAL Issue
RAUI/ToolsA errors
(Innovatia internal solution #78)
If you use SAL/RAUI in Firefox (from version 39 and up), you may receive this problem/error, especially after the
Windows 7 to Windows 10 upgrade:
An error occurred during a connection to raui.sal.avaya.com. SSL received a weak ephemeral Diffie-
Hellman key in Server Key Exchange handshake message. (Error code:
ssl_error_weak_server_ephemeral_dh_key)

Resolution:

1) In FireFox, enter "about:config" in the URL field and press enter. +


2) Accept the "This might void your warranty!" warning :)
3) In the search field at the top, enter "security.ssl3.dhe_rsa_aes"
4) Double click each result (128 and 256) to toggle the Value to "false"
5) Now retry your site - it should work now. Remember to change these settings back when you're done.

SafeNet - Windows 10 & versions 8 & 9


Users who have moved from Windows 7 to Windows 10, if you get a new machine, you must install
SafeNet 8 on the Windows 10 machine first. However, version 8 isn’t supported in Win10—run the installer in win7
compatibility mode to install it. Once installed, reboot the win10 machine, then run the SafeNet 9 installer
(effectively upgrading the client).

Please ensure you remove your eToken when you are installing the SafeNet apps—it will fail otherwise,
causing error “1920”.

SAL – ToolsA connection failed


problem: connecting to "connect2.avaya.com" - won't load, gives error -

"To sign Axeda connection request: failed"


“Signing service returned null signed document list.

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Device connection was closed."

cause: unknown // application issue or PC cache issue on Java files

resolution: unknown – Avaya ITSS was engaged for support.


workaround: reboot PC for 2nd time seems to fix the connection issue.

SAL / RAUI – Secure Connection Failed


“error code: SSL_error_bad_cert_alert”

This error was found in Firefox, likely a newer version above 43.

The solution to fix this problem is to update the missing eToken driver from Windows:

1) Remove all Firefoxes installed from Programs & features in Windows


2) Download version 36 or 38 and install it. (or get a copy here:
https://innovatiainc.sharepoint.com/IT/_layouts/15/start.aspx#/IT%20Support/Avaya%20Team.as
px )
3) Open Firefox and disable the Automatic Update (of Firefox) ( see https://goo.gl/hnA6ZY )
4) Go to “Tools”  “Options”, Navigate to “Advanced”  “Certificates” (or encryption, depends on
version of Firefox)  “Security Devices” button. Click Load & then click Browse.
5) Select the file "eTPKCS11.dll" from C:\WINDOWS\system32 directory.

(sample on what the above steps will result)

1) Click OK and restart the browser and connect to the SAL/RAUI site.
2) It may ask for your eToken Master Password; if you do not know it – ITSS will resolve this
problem.
3) If you do know it – it may take 2-4min to load up the SAL page.

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Avaya 1X phone / Innovatia Phone
Avaya 1X Agent
Everyone will need to use the Avaya 1X agent phone for making and receiving all calls. You WILL require Avaya
SSL to connect into the Avaya PBX.

The configuration allows the 1X to call your configured phone (most cases the 1120/1140 phone) and then call the
customer when you dial from the 1X soft-phone. The Call Display (CLID) showing to customers will be an Avaya
1800 number. Expectations for all users is to use their “444” extension when calling customers on a go-forward
bases.
Only Avaya ITSS can provide support on phone problems if the application logs in and no errors pop up. We have
had a few small issues which can be fixed by Innovatia IT. If you need assistance, please open a tracker.

It is possible to redirect the 1X phone to call another phone (like a land line or cell phone) in a pinch or ring directly
to your laptop if you need to work from home. Please refer to the installation guide.

There has been a 1/2hr video produced by Jason Malone relating to configuring your Avaya 1X Agent phone and
some common problems – please review before opening a ticket with Innovatia IT or ITSS in Avaya:

https://voffice.innovatia.net/sites/innovatia/TelewebTechnical/pages/One-X%20-%20MM-
VM%20setup%20Install%20Playback11_28-14_03.swf

Known issues & fixes:

1) Problem: If you start the Avaya 1X and a very large error window opens and the phone will not start
The error starts with “More Info” cause by error saving preferences(1) to file preferences.xml”
a. Resolution: delete the preferences.xml under:
C:\Users\%YourUsername%\AppData\Roaming\Avaya\one-X Agent\2.5\Profiles\default

2) Problem: When on an existing call using the hybrid mode (1X + 1120/1140 phone), another calls is
received, but it rolls over to the hard-set vmail (Innovatia or other vmail)
a. Resolution: under system settings in 1X, enable by checking “CM auto answer support required”
i. This prevents the caller from being sent to the non-Avaya phone voicemail.

3) Problem: caller to Avaya 1X has 1 ring presented to the phone and goes straight to voice mail.
a. Resolution: Open ITSS ticket, have them change the CM / PBX setting on the workstation for SAC
Activated=YES

4) Problem: Can’t get the 1X to configure to use the external phone (either personal home phone or 11x0
hardset
a. Resolution: uncheck “AUX” from configuration in 1X & restart the phone

5) Problem: 1X phone will not connect even though connected to the Avaya SSL
a. Resolution: likely problem is after a windows update and/or a reboot – the windows firewalls were
turned back on – disable all 3 firewalls on all network connection

6) Problem: Need to reset the 1X vmail


a. Resolution: You can reset your password yourself using a webtool at:
https://plitvpt1.us1.avaya.com/userVMPasswordReset/
You will receive a temporary password in your Avaya Email

(Thank you to Donna B for this solution!)

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Using with i2050
You should no longer be using this soft-phone. We are deploying a replacement soft-phone using SIP technology.
Please contact us for information on getting this new phone!

Using with hardset (1120/1140)


These hardsets are expensive and please treat them with care. Some do die after extensive use – open a Tracker
to have it looked at by Innovatia IT.

The 1X will support calling your other configured phone (like the 11x0 phoneset). Please refer to the
documentation provided by Michael Stuart or Mike Losier for installing the 1X.

You will require a power supply for the 11x0 phone for using it at home. Please contact your Innovatia Team Lead
as they are not provided by Innovatia IT.

The phones do support Power over Ethernet (PoE) if your home data switch has that feature. Your office desk
should have POE enabled – if not – open a tracker for assistance and provide the jack on the box for which the
desk is connected.

Only certain USB headsets will work with the 11x0 phones – DA45 and Logitech H390?

If you are away from your desk for more than a few days (ie. Working from home, vacation), please unplug your
hardset from the network to prevent the hardset from keeping the backlit display on (and possibly preventing
premature failure of the phone).

Phone issues while working from home


With the new changes to the network, the 11x0 phoneset has had the VLAN 90 added to the set. You must disable
this feature within the phone network configurations and reboot the phone if you are working outside of Innovatia’s
network (ie. At home). Once you return into the office, you must enable VLAN 90 again for the phone to register in
the office.

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Zscalar & Zscalar Certificate
Innovatia Internal solution #129

Starting around February 2, 2016, Avaya has introduced a change in using the ZScalar web proxy. You now
require a certificate to be installed on your Innovatia provided laptop. After installing this certificate, you may notice
some changes to your Innovatia email taking longer to send/receive. This is due to Avaya managing your
connections via the ZScalar proxy. If you are not able to get Innovatia email at all, you can use the following URL
to access email (this will change in the coming weeks):

https://outlook.office365.com/owa/innovatia.net

or http://portal.office.com

If you do not know your password, it should be the same as your PC password.

If you need to have the certificates installed, please open a tracker requesting this certificate with Innovatia IT or
you can open one with Avaya ITSS.

If you are not able to get into the Innovatia FortiNet VPN, disable the ZScalar proxy in IE browser.

Using S4B / Lync & Avaya Certificates (with Avaya handle)


If you have received a new laptop or not able to sign into your Avaya (MOC / Lync) account using
Innovatia provided Skype for Business (S4B), please install the cert’s which should be on your desktop
under “certs_avaya” folder:

1) Avayaitrootca2 – manually install in store “Trusted Root Certificate”


2) AvayaITserverca2 – manually install in store “Enterprise Trust Certificate”

Using online Avaya IM client


You can access the Avaya / MOC client via URL: https://im.avaya.com

If you are not able to use it on the Innovatia LAN – edit host file to add: 135.11.29.250 im.avaya.com

If an error relating to not being able to save or edit the file, right click on the host file
(c:\windows\system32\drivers\etc\ ) “HOST”

Properties, security, click users, EDIT, allow full control. Click OK and close the properties box.

Edit the host file and test connection.

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Siebel
Siebel & “Find Answers” (Jan 28, 2016)
Innovatia Internal Solution #130

Within Siebel, you should have an option on a ticket/SR to “find answers” to your issue or link a solution to your SR.
If there is a certificate error, there are 2 Certificates which are available to resolve this problem. Both are from
Avaya and have been confirmed resolves the issue.

3) Avayaitrootca2 – manually install in store “Trusted Root Certificate”


4) AvayaITserverca2 – manually install in store “Enterprise Trust Certificate”

If IE 11 is constantly crashing when connecting to Siebel, remove any recent version of Java installed or a 64bit
only Java is installed

Siebel – “page can’t be display” while working from home on Avaya SSL/VPN (Jan 2017)
There have been a couple instances where Siebel (or some other web based application), will not resolve via the
FQDN.

A workaround was to ping via the command line, the FQDN while on the SSL to Avaya, then enter the IP in the
browser if it responds.

A fix once was to run the ipconfig /flushdns & then “ipconfig /registerdns” while on SSL.
This seemed to have fixed the issue.

Siebel – windows 10 – not showing menu’s correctly


Another resolution was provided to me which is similar to the Compatibility view settings.

Only on Windows 10 machines, in IE11, under “tools”, select “Enterprise Mode”.

However, there is another file required to edit the Windows registry. Due to this change, I would only provide to
users based on adding the Compatibility View settings does not resolve the issue.

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NEW!! Other / Miscellaneous
Message of the Day – Script error
Innovatia has introduced a broad message to all Avaya support members called Message Of The Day
(MOTD). In some cases, it will give a script error when you log on.
The resolution will be a change to the Internet Explorer:

In IE – open internet options, Security settings – trusted sites, goto the bottom and select “Automatic
logon with current user name and password”

Restart the browser and test the lock/unlock – to see if the problem clears.

Network
If at any time you receive a Fortinet log on page on your laptop while at your desk within the office, the fastest fix is
to unplug the network cable ON the laptop (not on the phone or other locations) and count to 11-12 seconds. Then
plug it back in. It should then connect to the network for which you are a part of in Active Directory. For Avaya
users, it should be a 10.x.10.y (or) a 10.x.11.z address (the x value is based on which office you are located within.

Innovatia new secure network (Summer 2015) – re-enabling in Saint John Jan/Feb 2017
In the ongoing upgrades to our infrastructure, new security measures have been put into place. If you have worked
in the Saint John office since July 2015, you should have the required configuration to allow access to the network
and on the VLAN for which you should belong to within the network.

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To document the changes for proper access, the changes below have been made to all Windows 7 machines:

Laptop:
Services -> wired auto config = started & automatic
Phone:
Network configuration -> 802.1x = enabled, Voice VLAN 90
LAN settings:
Under Network & Internet -> Network Connections ->LAN properties -> Authentication tab -> additional
settings -> check “specify authentication mode”, pull down & select “User or computer authentication”.

Click OK until windows are closed.

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Printing while on Avaya SSL
As we have changed the network topology and the IP schema, any previously created routes within your laptop are
no longer valid.
To set up a new route to the print servers, run a command prompt as Administrator while OFF the Avaya SSL and
type the following based on your location in one of our offices:

Print Server - NBBSATF1 – 10.1.100.65

For Saint John users:


route delete 10.1.100.0
route delete 10.1.60.0
route add –p 10.1.100.0 mask 255.255.255.0 10.1.10.1
route add –p 10.1.60.0 mask 255.255.255.0 10.1.10.1

For Fredericton users:


route delete 10.1.100.0
route delete 10.2.100.0
route add –p 10.1.100.0 mask 255.255.255.0 10.2.10.1
route add –p 10.2.100.0 mask 255.255.255.0 10.2.10.1

For Halifax users:


route delete 10.1.100.0
route delete 10.3.100.0
route add –p 10.1.100.0 mask 255.255.255.0 10.3.10.1
route add –p 10.3.100.0 mask 255.255.255.0 10.3.10.1

** please note the differences with the IP’s at each location. India office is not affected with these changes for
printers at this time.

Then print a test page to the printer you use. If it works, connect to the Avaya SSL and print another test page. It
should work with these commands above.

Contacting Avaya ITSS


Avaya IT Service Desk:

Non-US Associates: Dial (0,9) 1234 or +1 720 444 0130

US associates: Dial +1 866-AVAYA-IT (+1 866 282 9248) or +1 720 444 0130

Avaya email & global handle password reset

A few have reported that their Avaya email fails to connect any time after you have reset your global handle
(90days each time). It will prompt your email password about 10-12 times and it should work afterwards. One
reported that clearing all the temp files on the laptop will also fix the issue, rather than entering the password 10+
times for Avaya email.

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LINKS

Avaya SSL/ARA (other portals for using SSL to Avaya)

US East https://ara-na1.avaya.com/mfa-contractors

US West / CALA https://ara-na2.avaya.com/mfa-contractors

EMEA https://ara-emea1.avaya.com/mfa-contractors

APAC https://ara-apac1.avaya.com/mfa-contractors

Siebel: https://gct.avaya.com/callcenter_enu/start.swe (Always use this core link!)

Avaya 1X Vmail reset - https://plitvpt1.us1.avaya.com/userVMPasswordReset/

https://partner-itss.avaya.com/smsso/ess.do (This now works as of 3/30/16 on Innovatia Network)


or
https://itss.avaya.com (This is accessible IE11 OR Chrome & without SSL; you should get a SSO page)

http://passwordchange.avaya.com/ (works as of Nov 29, 2016 on Innovatia network)

The equipment you use on a daily basis to do your job is strictly owned and managed by Innovatia IT. In no way
should you change the hardware, software or security features within the laptop or desktop or monitor. Items such
as, but not limited to, creating another local user, adding or removing ram, keyloggers installed, BIOS flashing,
formatting the harddrive with another operating system version, or disabling the reporting function of BigFix.

The equipment we provide is expensive and only authorized people within Innovatia should be making these
changes to ensure the equipment lasts as long as expected. If you have any doubt on what you are doing – reach
out to the Innovatia IT team and ask for assistance!

_________________________________________________________________________________

Reporting Innovatia network outages, laptop failures (like a dead harddrive, no booting laptop,
etc), not able to work.

Call: 506-640-HELP (4357)

After hours, you maybe directed to a voicemail system and you should leave your contact
information. Calls outside of normal hours is only mean for severe problems and not issues like
software installs, can’t print, etc

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MORE INFO
For up to date information, tips and tricks, helpful tools, visit our internal support page:

https://innovatiainc.sharepoint.com/IT/_layouts/15/start.aspx#/

_________________________________________________________________________________
Reminders
NEW!! Lock your computer if you are away from your desk!!

NEW!! At least once per week, leave your computer off the Avaya SSL, but powered up and connected to the
Internet. Our internal BigFix servers needs an update from your machine to allow any updates to occur. This
includes Windows fixes, antivirus updates, etc.

If anyone has had an issue, which they were able to resolve on their own, and would like to share – please send
me the details on the problem and how to fix. If you had the issue, others may have had the same problem and I
can include it within this troubleshooting document.

Thanks!

Michael Stuart (Michael.stuart@innovatia.net)

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