Loss of synchronisation causes

[Sophie]

Hello,

I think I'm facing an issue about synchronizing time between my Genesys machines.
Indeed a few problems occured with several applications such as Genesys Agent Desktop 7.6 or CCPulse 7.5
According to the log files and what I've been told, it seems that these applications lose their synchronisation with the TServer 7.6

Does anyone know if there is another reason that may explain this loss except from synchronizing time between machines?

[Lorenzo]

Do you have log regarding this issue ?
What error message do you get ?

[Sophie]

Sorry I didn't keep the log files and they have been deleted.

As far as my last problem with GAD is concerned I got the following error messages:
[b]272[/b] [i]Warning logged on elsewhere[/i] -> but it wasn't true, the agent wasn't logged anywhere
[b]128[/b] [i]Bad DN type for DN registration[/i] -> for the Agent logins that were configured as ACD Position with Switch specific Type =1
[b]41[/b] [i]DN is not registered[/i] -> but it worked well before
And in the GAD we could have seen: "[i]DN [Agent Login] is out of service[/i]"

When I restarted the GAD StatServer and GAD, it worked well again.

[Fra]

[quote author=Sophie link=topic=5378.msg23449#msg23449 date=1268082820]
Sorry I didn't keep the log files and they have been deleted.
[/quote]
sorry, we can't help much without them 

[quote author=Sophie link=topic=5378.msg23449#msg23449 date=1268082820]
As far as my last problem with GAD is concerned I got the following error messages:
[b]272[/b] [i]Warning logged on elsewhere[/i] -> but it wasn't true, the agent wasn't logged anywhere
[/quote]
you think he was not, but somehow he was still for GAD, probably he didn't log out properly.

[quote author=Sophie link=topic=5378.msg23449#msg23449 date=1268082820]
[b]128[/b] [i]Bad DN type for DN registration[/i] -> for the Agent logins that were configured as ACD Position with Switch specific Type =1
[/quote]
we can't say whether that it correct or not, it depends on the switch you are using.

[quote author=Sophie link=topic=5378.msg23449#msg23449 date=1268082820]
[b]41[/b] [i]DN is not registered[/i] -> but it worked well before
[/quote]
we can't help without logs, but the error is self-explicating, it was not registered. If could work before, but well, this is another story

[quote author=Sophie link=topic=5378.msg23449#msg23449 date=1268082820]
And in the GAD we could have seen: "[i]DN [Agent Login] is out of service[/i]"
[/quote]
again, we can't help without logs, but the DN the agent was trying to log into was out of service.

Fra

[rpenney]

Hi Sophie,
    All your problems can be explained IMHO by the loss of connectivity to T-Server as you said in your first post. As to why this happened, you cant really diagnose without the log files although my gut feel is network issues. If the other apps miss T-Server messages, then the problems you are experiencing can happen.
Time syncronisation between boxes shouldn't cause problems except when trying to match up log files.

Is GAD, GAD StatServer and the T-Server on the same box? If not, is ADDP set between the apps?
Are the boxes experiencing load issues?
If this was a once off issue, check with the LAN/WAN people to see if there were any problems/maintenance with the network before or at the time it happened.
If it keeps happening, get the logs and look for disconnections.

Good luck
Russell

[Sophie]

Hello!
Thanks for your advice.
It was a network issue.
It came from the fact that security rules were compiled at this time. These rules are implemented on a firewall between the different VLANs where our environment is installed.
And during the procedure, the connection between our hosts is lost which entails that GAD is out of service for a while.