Article ID: 113942, created on May 21, 2012, last review on Aug 12, 2014

  • Applies to:
  • Operations Automation

Symptoms

  1. Phone device cannot download configuration files and IIS logs on the Web-based Management Service host for the Hosted BroadWorks External Website do not contain requests for customer’s configuration.
  2. Phone device cannot download configuration files and IIS logs on the Web-based Management Service host for the Hosted BroadWorks External Website contain requests for customer’s configuration which fails with authentication errors.

Cause

  1. Incorrect configuration of the Hosted BroadWorks External Website:
  • SSL certificate is not trusted.
  • Authentication settings are incorrect
  • File permissions in the Configs folder are set incorrectly
  1. Unsupported phone device model or firmware.
  2. Network problems on customer's side (firewall, proxy server etc.).

Resolution

  1. Ensure that trusted SSL certificate is installed on the Hosted BroadWorks External Website.
  2. Check that configuration files can be downloaded using web browser via HTTPS from the Internet with customer’s credentials without any certificate errors.
  3. Make sure that versions of BootROM and SIP Application installed in the phone device are supported using instructions in these Knowledge Base articles:
  1. Check and adjust if needed file/folders permissions on the Web-based Management Service host in accordance with the following Knowledge Base article:

 

caea8340e2d186a540518d08602aa065 5356b422f65bdad1c3e9edca5d74a1ae e12cea1d47a3125d335d68e6d4e15e07

Email subscription for changes to this article
Save as PDF