Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pspenning on September 12, 2008, 08:34:58 AM

Title: Cannot log in to Agent Desktop - GAD
Post by: pspenning on September 12, 2008, 08:34:58 AM

Hello All,
I am having a crazy time with this little problem.  I rebooted my 7.5 environment with High Availability and when the environment came back up I can no longer access GAD.  When I enter a user name, password and place I get an error "Login aborted:  The server is not initialized".  I have opened a ticket with Genesys but they are scratching their heads too.  Can someone give me some things to look for?  I have verified that the WebAPI server is running but I don't know where to look for the logs since this is a Tomcat application.  Any thoughts?
Thanks in advance for any help.
-Perry

Title: Re: Cannot log in to Agent Desktop - GAD
Post by: Fra on September 12, 2008, 08:46:08 AM

logs, logs, logs..  ;D

Title: Re: Cannot log in to Agent Desktop - GAD
Post by: pspenning on September 12, 2008, 09:17:25 AM

I don't know where to look for the logs since this is a Tomcat application.  Are they typically in the Tomcat directory?  Can you tell me what logs I am looking for.  Sorry to be so ignorant.  I am really smart...  I promise...  ;D

Title: Re: Cannot log in to Agent Desktop - GAD
Post by: Fra on September 12, 2008, 09:43:36 AM

I'll get Cavagnaro chase you down and interview you to check your Gensys skills  ;D

well, just check the Log section of your GAD application in CME..

Title: Re: Cannot log in to Agent Desktop - GAD
Post by: pspenning on September 12, 2008, 10:37:56 AM

Ah yes...  Excellent...  ;D I knew that but I didn't think that it would be applicable since GAD is a 3rd party server.  But I did find it and now I will dig through them...  I will post anything odd...
Thanks for pointers...

Perry

Title: Re: Cannot log in to Agent Desktop - GAD
Post by: cavagnaro on September 12, 2008, 04:47:26 PM

[quote author=Fra link=topic=3330.msg13802#msg13802 date=1221212616]
I'll get Cavagnaro chase you down and interview you to check your Gensys skills  ;D[/quote]

Hahahahahaha I have my list of questions ready lol

Title: Re: Cannot log in to Agent Desktop - GAD
Post by: barleycorn on September 12, 2008, 06:20:53 PM

I have seen this particular error before when GAD started up prior to other services such as the config server, etc.  Have you tried stopping and restarting Tomcat when the system (config) is up and running to see if this changes anything?
Aside from that, yes... logs, logs, logs.... ;)

Title: Re: Cannot log in to Agent Desktop - GAD
Post by: Nick Meadows on September 12, 2008, 10:04:19 PM

I have seen that error be related to issues with Tserver and config_server so you might check those.  Usually when all else fails with Genesys restart some of your services. :p

Title: Re: Cannot log in to Agent Desktop - GAD
Post by: pspenning on September 24, 2008, 07:41:20 PM

We restarted Tom Cat and also restarted T-Server among other services.  I was on my way out the door for a holiday / vacation and my coworker decided to upgrade to GAD 7.6...  Viola!  It all started working.  We still don't know what caused the problem initially...
Thanks for the advice though!
Perry