Troubleshooting

When troubleshooting Wave IP problems, it may be necessary to gather logs to provide to Vertical Technical Support. It is important to narrow the logs as much as possible. A great deal of information is contained in every log file and the more speci...

Issue: On a Wave system, Certified Third Party IP phones, e.g. Polycom VVX models, are not receiving a system-wide page, *11.  They are however able to be paged when placed in an individual page zone. Cause: This issue has been ...

Products Affected: All Wave IP versions, Recording Archive Server   Problem The Wave IP cannot archive calls. The Wave IP retains the old name of a Recording Archive Server (RAS) in the Recordings>Archive settings of User/Gro...

Products Affected:  All Versions of Wave IP, Digital Phones   Problem Using a Wave IP digital phone for a call, DTMF does not register on an external auto-attendant. Cause Some auto-attendants require l...

Login to the system desktop (see  Login to System Desktop ).   Open the Registry Editor by clicking on Start and typing 'regedit' in the Start Search box.   Navigate to the appropriate key using the navigation tree on the left...

Products Affected: Wave 5.0, Edge IP 9800 series Phones   Problem When trying to change the extension assigned to a physical phone, the phone continues to show up as the old extension. Cause This should only occur...

Products Affected:  Wave 5.0 and later.   Problem Vertical Updates fails to check for updates. "Failed to Check for Updates" will appear in red in the bottom status bar of the Vertical Updates window when Check Now or Update N...

Products Affected: Affects all Wave Versions   Problem When logging in to Global Administrator, the login box shows up as a blank box with an X in it. Internet Explorer offers a warning bar stating, "Java (TM) was blocked bec...

Products Affected:  Problem Logging in to Global Administrator (see Login to Wave IP Global Administrator ) results in a blank page rather than the login box. No errors or java warnings appear. Cause User may be logg...

Products Affected:  Wave 5.0 Problem When using the Text to Speech (TTS) voices on Wave 5.0 (using Voice Server 4.0 which is standard), all IVR prompts that use the TTS engine will have a preamble message that states the IVR engine is...

Products Affected:  Wave 5.0   Problem Using the Vertical OpenVPN image and Wave 5.0, the first time OpenVPN configuration is enabled in the Wave IP, all of the configuration steps do not occur and the OpenVPN server does not ...

Products Affected:  Wave 2.5 or later   Problem Callers report that the Music On Hold is too loud or too strong.  Cause Prior to Wave version 2.5, there were reports of audio being "too soft" or "inaudible". The de...

Products Affected: 5000i G(igibit)  and 9800 series IP phones configured for OpenVPN on Wave 4.0 and later.   Issue At larger installations, when allocating more than 63 OpenVPN phones, they will not all come up at on...

Products Affected: 9800 series IP phones configured for OpenVPN on Wave 4.0 and later.   Issue At some remote locations with multiple OpenVPN phones, certain Firewalls (notably Cisco ASA) may have issues with these ...

Products Affected: CentOS7 based OpenVPN server on Wave 7.0   Issue: With this particular configuration, when you apply adjustments made to this range, the OpenVPN services will be restarted as expected; however, the cl...

Products Affected: OpenVPN server: Vertical provided (CentOS6 or CentOS7 based) or customer provided & the Vertical Wave. Purpose: This article will help you identify where these certificates are stored and assist with...

Issue: On a Wave 7.0 system, after successful migration, or on a new install, the IP phones are not registering.  You are able to verify the following on new installs or migrated systems: Wave replies to pings. RDP (Remote Des...

Issue: On a Wave 7.0 system, someone has reported that the Hunt Group (HG) either is not following the no answer forwarding destination or you've discovered that you cannot set it. When you edit the HG, the screen appears as below...   NO...

NOTE:   Vertical has not experienced this issue first hand and due to 3rd party software being involved, some of those versions may not cause the issue.  This information is being provided as-is. Issue: During ViewPoint setup on a clien...

If one of the phone numbers your system uses is being flagged as SPAM when you call another party, the issue lies with the called party's phone provider. Because of recent legislation, the TRACED (Telephone Robocall Abuse Criminal Enforcement and D...

Issue: On a Wave system, when a Polycom VVX 500 or VVX 600 user is connected to a caller on an external SIP trunk, the external user may not hear them for about 20 seconds. Affected calls have one or more of the following attibutes... ...

Versions addressed in this article: Wave 6.0 Wave 7.0 NOTE: It is possible to recover the Java in earlier releases of Wave; but there are multiple Java components involved & not all of the correct files are present on these rele...