Error Messages

Below is a list of messages that a user may see on their device and what that message means:

Auto Configuration Error

Client: ADR Voalte One, ADR Voalte Me

Description: The app could not download the configuration data

Mitigation: If the WiFi signal is good (3 or more bars) and this continues, then check with the SE to make sure the network DNS is configured properly and the configuration server is running.  If the problem continues get a log and file a ticket.p.

Introduced Version: < 3.4

Disconnected from the Server

Client: ADR Voalte One, ADR Voalte Me

Description: The application can no longer communicate with the server

Mitigation: Check the Wifi bars to see if the device is getting a good signal.   If the signal is good (3 or more bars) and this continues then get a log and file a ticket.

Introduced Version: < 3.4

DNS Discovery Error

Client: ADR Vme

Description: The application could not find the service to proceed with configuration.

Mitigation: If the WiFi connection is good have the SE confirm the service is registered.   If server is defined by MDM confirm the server designation was pushed to the device through the device manager.  Get logs from device and file a ticket if problem persists after FQ.

Introduced Version: < 3.4

No app found that can open the URI

Client: ADR Vone, ADR VMe

Description: A URI action was provided that this application does not support.

Mitigation: IGet a log and file a ticket as this could be a URI that the application needs to support.

Introduced Version: < 3.4

Undefined client error

Client: ADR Vone, ADR VMe

Description: An error has happened that the app was not programmed to deal with.

Mitigation: Grab logs and file a ticket so the error can be identified.

Introduced Version: < 3.4

Socket error occurred! Failed to connect to the server

Client: Messenger

Description: The application attempted to connect to the server but encountered an unrecoverable error.

Mitigation: If the user has already been authenticated, then attempt to refresh the web page.  If the user has not yet authenticated and the message is being show below the login form, attempt to resubmit the form, or refresh and submit the form again.

Introduced Version: < 3.4

An AD user is not allowed to change the password from Voalte

Client: Messenger

Description: The application attempted change a user's password, but the user's password type has changed from Voalte to Active Directory.

Mitigation: Log the user out of the session and re-authenticate the user using the login form to reset the state of the user's password type.

Introduced Version: < 3.4

Configuration and version info could not be loaded!

Client: Messenger

Description: An attempt to load the application specific configuration, version information, and auto-config data was made and one of these pieces of data was unable to be loaded.

Mitigation: Refresh the web page.  If the error persists over multiple page refreshes, ask an SE to verify the nginx and IRIS services are up and running on the VDS.

Introduced Version: < 3.4

Disconnected due to open timeout

Client: Messenger

Description: When attempting to open a connection to the server, the open socket timeout was exceeded causing the login process to halt.

Mitigation: Refresh the web page.  If the error persists over multiple page refreshes, ask an SE to verify the nginx and IRIS services are up and running on the VDS without issue.

Introduced Version: < 3.4