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52 Chapter 4 Troubleshooting
P0607187 02
Troubleshooting log on problems
Invalid credentials
The subscriber sees messages such as “Invalid credentials. Please retry” or “The server could not
be located. Please Retry.”
1 On the subscriber’s computer, check that Desktop Messaging is configured with the proper
settings. Verify that the following information is correct:
• mailbox number
• fully qualified domain name (FQDN) or IP address of CallPilot 100/150
• the SMTP/VPIM prefix, if any, of CallPilot 100/150
2 Check that you can log on from the telephone using the same mailbox number and password.
3 Test that you have network connectivity to CallPilot 100/150
Issue a network command to CallPilot 100/150 exactly as it appears in your Desktop
Messaging configuration. Try to ping using the DOS prompt, and ensure that you receive a
valid response from CallPilot 100/150. If you do not have network connectivity to CallPilot
100/150, you are not able to access Desktop Messaging.
These steps are applicable only in a DNS enabled environment:
4 Ensure that DNS is configured on this computer. Under TCP/IP properties, click the DNS
tab. Ensure that a DNS server is listed. Verify that it is the correct IP address for the DNS
server.
5 Check with the DNS administrator whether the server name is in the DNS server. Verify that
the correct hostname is configured in the DNS server.
6 Check that the CallPilot FQDN is properly configured in the DNS server.
CallPilot Logon Failure
The subscriber sees a message that their computer is not connected to the network.
Tell the subscriber to contact their network administrator.