000025387 - Vocent automated password reset system does not function correctly

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 22, 2017
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Article Number000025387
Applies ToVocent
Password reset
IssueVocent automated password reset system does not function correctly
User tries to reset their password and they hear a female voice say "Welcome to the Password Reset system", but it does not function correctly
CauseThe cause of the problem may be a memory leak in the 3rd party Salami system that Vocent uses as it?s monitoring/ping feature.  The Salami system is used by Vocent when configured to call (outbound) another system to register itself as alive.
ResolutionProblem is frequently caused by some system that the Vocent server is dependent on: a database or user directory. Ask these questions:

- At what point in the call dialog does the problem happen?

- Is it happening to all callers or just some?

1. Restart Vocent VOAM service

  a. If unable to stop/start service, then skip to step c (reboot)

  b. Wait 3 minutes after starting the VoamServer service; call the server and see if it now answers

  c. If customers are NOT Washington Mutual, Getronics, National Semiconductor AND there is still no answer, reboot the Vocent server
NOTE: Rebooting can cause problems for the listed customers such as PBX disabling ports - use this option as a last resort

To hear an example of the voice, dial +1 240 632 6001
Legacy Article IDa31605